Privacy Policy
Last updated: June 2026
Who are we
Cloud Medical Pty Ltd (‘Cloud Medical’) is an Australian provider of Commercial Airline Medical Escort services. We help patients travel safely by air, coordinating trained medical escorts (doctors, nurses and paramedics), medical clearances, and logistics across Australia and internationally.
Our website is cloud-medical.com.au. If you have a privacy question or concern, you can reach our Privacy Officer at privacy@cloud-medical.com.au.
What information we collect
When you visit our website
Like most websites, ours automatically collects some basic information - things like your IP address, browser type and which pages you looked at. This helps us keep the site running and secure. We don't use it to identify you personally.
When you contact us or request a quote
If you fill out a form, send us an email, or call us, we collect the information you provide. This typically includes:
Your name and contact details (email and phone)
Details about the patient needing transport and their medical situation
Travel dates, destination and any relevant airline information
Insurance or billing details if you're arranging payment
Health information
Because we provide medical escort services, we often need to collect health information such as a patient's diagnosis, medications and fitness to travel. We handle this information with extra care and only collect what's necessary to safely coordinate the service.
We collect health information with your consent, or in urgent situations where consent isn't possible and we need it to protect someone's safety.
How we use your information
We use the information we collect to:
Plan and coordinate safe patient transport by air
Communicate with you, the patient and any treating doctors or hospitals
Arrange airline medical clearances and onboard support
Process payments and send invoices
Respond to your enquiries and provide quotes
Improve our services and website
We don't use your information for unrelated purposes, and we don't sell it to anyone, ever.
Who we share your information with
We only share your information when it's necessary to deliver the service, meet a legal obligation or protect someone's safety. This may include:
Airlines - to arrange medical clearance and notify of any support needs
Receiving hospitals or care facilities - so they're ready to receive the patient on arrival
Our escorts and medical staff - so they are briefed before the mission
Insurance companies - if they've arranged or are funding the transport
Our technology and IT providers - who help us store and manage records securely (under strict privacy agreements)
Government agencies or regulators - if required by law
Because our patients travel internationally, we sometimes share information with overseas hospitals, airlines or partners. When we do, we take steps to ensure their privacy standards are appropriate. In urgent clinical situations overseas, we'll share what's needed to keep the patient safe.
We do not sell your information and we do not share it for advertising purposes.
Cookies
Our website uses cookies (small files stored on your device) to make the site work properly and to understand how visitors use it. The cookies we use are:
Essential cookies - needed for basic site functions like our contact form. You can't turn these off without breaking the site.
Analytics cookies - we use tools like Google Analytics to see which pages are popular and how people navigate the site. This data is anonymous and aggregated.
You can turn off non-essential cookies through your browser settings at any time. Most browsers also let you delete existing cookies.
How we keep you information safe
We take reasonable steps to protect your information from misuse, loss or unauthorised access. Our measures include encrypted data transmission (HTTPS), secure storage systems, access controls so only the right employees can see sensitive records and periodical security reviews.
No method of sending data over the internet is 100% secure, but we do everything we reasonably can to protect yours.
We only keep your information for as long as we need it. Typically 7 years for clinical records, in line with Australian health records law and then securely destroy it.
You rights
Under the Australian Privacy Act, you have the right to:
Access - ask us what information we hold about you
Correction - ask us to update or fix information that's wrong or out of date
Opt out of marketing - unsubscribe from any communications we send
Make a complaint - if you think we've mishandled your information
To make a request or ask a question, contact our Privacy Officer (privacy@cloud-medical.com.au). We'll get back to you within 2 business days and aim to resolve issues within 30 days.
Complaints
If you have a privacy concern, please contact us first - we'd like the chance to fix it. If you're not satisfied with how we handle it, you can escalate to the Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au
Phone: 1300 363 992
Links to other websites
At times, our website may link to external sites such as airline portals or health authority pages. We're not responsible for how those sites handle your information. We recommend checking their privacy policies before sharing anything with them.
Updates to this policy
We may update this policy from time to time. When we do, we'll update the date at the top of this page. For significant changes, we'll add a notice to our website.
This policy applies to the Cloud Medical website and our services. It complies with the Australian Privacy Act 1988 and the Australian Privacy Principles.