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Privacy Policy

1. Introduction

This Privacy Policy explains how we collect, use, share and manage personal information when you:

  • Visit our website
  • Purchase an eFalls Watch
  • Use the eFalls Watch with its SIM service
  • Connect the watch with a mobile application
  • Receive help with setup, remote configuration, or customer support
  • work with us as a partner such as a care provider, reseller, or organisation


We follow Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By using our services, you agree to the practices explained in this policy.

2. Types of Personal Information We Collect

We may collect different types of information when you use the Falls Watch or our services.

2.1 Identity & Contact Information

This may include:
  • Full name
  • Address
  • Email address
  • Phone number
  • Purchase date
  • Order history

2.2 Device, SIM & Application Data

When the Falls Watch or the connected app is used, the device may collect technical information such as:
  • Device ID or serial number
  • SIM card number (ICCID)
  • IMEI or network identifiers
  • Firmware version
  • Battery level
  • Signal strength
  • Device performance logs
The watch may also record information related to fall detection such as movement, impact, rotation, or acceleration.

2.3 Location Information

The Falls Watch may collect GPS location information. This may include:
  • live GPS location
  • last known location
  • movement history
  • location estimated using nearby mobile towers
Location data is needed to support features such as:
  • fall detection alerts
  • SOS emergency alerts
  • route tracking
  • sharing location with caregivers or family members

2.4 Emergency Contacts & Authorised People

When you set up the device, you may provide details about people who should be contacted in an emergency. This may include:
  • Names of emergency contacts
  • Phone numbers
  • Caregiver or case manager information
  • Home Care Package or NDIS provider details
  • Notes that may help during an emergency
This information is treated as personal information under Australian privacy laws.

2.5 Payment & Transaction Data

Payments are handled securely through third-party payment providers (for example Shopify Payments). Informations may include:
  • Partial card details
  • Billing address
  • Payment records
  • Subscription billing information only if applicable
We do not store full credit card numbers on our servers.

2.6 Communications

We may keep records of communication such as:
  • Emails
  • Phone calls
  • Customer support chats
  • Remote setup forms
  • Warranty claims
  • Complaint handling
  • SMS delivery messages
These records help us provide support and maintain proper service records.

3. How We Collect Personal Information

We collect information in several ways.

3.1 Directly From You

You may provide information when:
  • placing an order
  • filling out forms
  • contacting support
  • setting up the device

3.2 Automatically From Devices

Some information is collected automatically when the Falls Watch or related services are used.

3.3 Through Third-Party Platforms

Some services rely on third-party platforms, including:
  • the mobile app used to manage and track the device
  • Shopify for online purchases payment processors
  • telecommunications partners that provide SIM connectivity

3.4 From Carers or Service Providers

Sometimes information may be provided by people helping with setup or account management. This may include:
  • Home Care Package providers
  • NDIS support coordinators
  • family members
  • nursing or aged-care organisations

4. How We Use Personal Information

Your information may be used for the following purposes.

4.1 To Provide and Maintain the eFalls Watch Services

This includes features such as:
  • GPS location tracking
  • SOS emergency alerts
  • fall detection alerts and reports
  • sending alerts to emergency contacts
  • device troubleshooting
  • monitoring service performance

4.2 Customer Service & Technical Support

We use information to respond to questions, verify identity, and help fix device or service problems.

4.3 Order Processing & Billing

Information is used to:
  • process payments
  • manage subscriptions
  • ship orders
  • handle renewals

4.4 Safety & Emergency Response

Information may be used for safety purposes, including:
  • contacting emergency contacts
  • reviewing fall detection events
  • sharing location information during emergencies

4.5 Legal & Regulatory Requirements

We may need to keep or use information to meet legal obligations such as:
  • Australian Consumer Law requirements
  • data breach reporting obligations
  • telecommunications and safety standards

4.6 Business Operations

Information may also be used for:
  • fraud prevention
  • service analysis
  • improving products and services

4.7 Marketing (Non-Sensitive Information Only)

We may use general purchase information to send offers, updates, or newsletters.

However, GPS data, fall detection data and emergency information are never used for marketing. You can unsubscribe from marketing emails at any time.

5. Sharing Personal Information

We may share information only when it is necessary.

5.1 Service Providers

Some trusted providers help operate our services, including:
  • App platform providers
  • Telecommunications or SIM partners
  • Shopify and payment processors
  • Customer support systems
  • Delivery and logistics providers

5.2 Emergency Contacts

Emergency contacts may receive alerts when:
  • An SOS alert is triggered
  • A fall detection event occurs
  • The device detects a possible safety event

5.3 Government or Funding Providers

Information may sometimes be shared with organisations such as:
  • Home Care Package providers
  • NDIS providers
  • DVA or CHSP agencies
It usually happens with consent or when required for services or reporting.

5.4 Legal & Regulatory Authorities

Information may be shared with authorities if required by Australian law, legal requests or investigations.

5.5 Business Partners

Information may also be shared with partners such as resellers or enterprise customers where needed to provide services. We do not sell personal information to marketing companies.

6. International Data Transfers

Some service providers may store or process information in other regions, including:
  • The United States
  • The European Union
  • The Asia-Pacific region
We work with partners that follow the best data security practices.

7. Data Security

We use reasonable security measures to protect your information, such as:
  • Encrypted data transmission
  • Secure servers
  • Limited access to sensitive data
  • Internal staff training
  • Multi-factor authentication
  • Secure storage of SIM and device identifiers
Even with these protections, no system can guarantee complete security.

8. Data Retention

Information is kept only for as long as necessary. This may include:
  • While the device or account is active
  • Legal or regulatory requirements
  • Resolving disputes
  • Financial record-keeping obligations
  • Defending legal claims
Location records and incident logs may sometimes be kept for safety, insurance or compliance reasons.

9. Notifiable Data Breaches Scheme

If a data breach occurs that may cause serious harm, we will:
  • Investigate the issue quickly
  • Notify affected individuals
  • Notify the Office of the Australian Information Commissioner (OAIC)
  • Take steps to reduce or prevent further harm

10. Children’s Data

The Falls Watch is designed mainly for adults and vulnerable people, not children.

We do not knowingly collect personal information from children without permission from a parent or guardian.

If you believe children’s information has been collected without proper consent then please contact us.

11. Your Rights

You may request to:
  • Access the personal information we hold about you
  • Correct incorrect or outdated information
  • Request deletion where allowed by law
  • Withdraw consent for non-essential data use
  • Unsubscribe from marketing messages
Email: terry@fallswatch.com.au

12. Third-Party Links

Our website may include links to other websites.
We are not responsible for the privacy practices of those external sites.

13. Updates to This Policy

This Privacy Policy may be updated from time to time due to legal, regulatory, or service changes. The “Last Updated” date will show the most recent version.

14. Contact Us

If you have questions, concerns, or privacy requests, please contact us:

Email: terry@fallswatch.com.au

Website: Fallswatch