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Legal

Terms of service

Public review terms for RACF organisation customers · signed agreements prevail

What we commit to

Care is never conditional on billing. The system will never withhold, delay or deprioritise a request for a doctor's visit because an assignment is missing or a billing requirement is unmet — and you agree not to use it as though it did.

Rights in customer content and permitted clinician use are governed by the signed agreements. Available exports are limited to tested reports and artefact downloads; complete export and transition commitments require a tested service schedule.

SAGE does not lodge Medicare or DVA claims or receive assigned benefits. Payments and self-onboarding are disabled in the reviewed AWS environment.

These website terms are a lawyer-review draft. The order form, master agreement, data processing and sharing arrangement and service schedule form the customer agreement. Signed documents prevail over website summaries.

  1. 01Parties and definitions

    These review terms describe SAGE Connect Pty Ltd and the RACF organisation named as Customer in the signed order form. A person entering an agreement must have authority to bind that organisation.

    Customer means the RACF organisation and payer. A home is a site. Authorised users include approved RACF staff and invited GPs, practices and permitted specialists. Participation does not make a clinician or practice the platform customer. Customer content means information submitted or generated for the authorised service purposes.

  2. 02What the service is

    SAGE Connect is an RACF-centred clinical communication and assurance platform. The RACF organisation is the customer and payer; homes are sites. GPs, practices and permitted specialists participate as invited clinicians. Clinical concerns move through a closed-loop communication workflow. The existing RACF and clinician systems remain the primary clinical records. SAGE may hold limited identifiable health information required for that workflow. GP enduring AoB is a separate billing-evidence function; its absence does not prevent clinical review, and SAGE does not determine Medicare eligibility or claim validity. Specialist communication may occur, but specialist AoB and specialist claim-readiness are outside scope. Representative authority is decision-specific and is not inferred from family/NOK status.

    Feature availability is governed by the tested release and signed service schedule. The current environments remain synthetic-only. The currently deployed synthetic-only environment still uses practice-level RLS with facility/object checks. The RACF-root tenancy remediation is the next release candidate and remains subject to migration, negative isolation testing and deployment verification.

  3. 03What the service is not

    SAGE is not an emergency channel, primary clinical record, clinical decision-support system, medical service or claiming agent. Clinical urgency and care decisions remain with the RACF and treating clinicians.

    GP enduring assignment evidence is separate. SAGE does not determine Medicare eligibility or claim validity, lodge claims or receive clinical-service benefits. Specialist AoB and specialist billing readiness are outside scope. Missing assignment evidence must not withhold, hide, delay or deprioritise clinical review.

    Residents and representatives do not receive workforce accounts. A secure signing link does not establish the recipient’s authority; that authority must be verified for the particular decision. Optional status messages require a separate preference.

  4. 04Your obligations

    Enter only necessary, accurate and lawfully collected information. Provide relevant notices and verify decision-specific authority. Do not infer authority from family or next-of-kin status.

    The RACF organisation and participating clinicians must maintain correct role, site, credential and assignment permissions, promptly revoke access when no longer needed, and retain their own primary clinical records.

    Maintain emergency, downtime and escalation procedures. A software status alone does not establish that a clinical concern has been resolved.

    Do not access another organisation’s records, disrupt the service, upload malicious material or use it for unlawful monitoring or unsolicited communications. Report security issues without resident information or destructive testing.

  5. 05Accounts, access and multi-factor authentication

    Each user has a named individual account. Shared, generic and role-based logins are not permitted, because the value of the record depends on every entry being attributable to a person.

    Authentication is delivered through the configured identity provider. Any MFA commitment applies only as stated in the order form or security schedule and after production enforcement has been verified.

    You are responsible for what is done under your users' accounts. Tell us immediately if you believe an account has been compromised. We may suspend an individual account without notice where we reasonably believe it has been compromised or misused, and will tell you as soon as we can.

  6. 06Data ownership, export and return

    Your record is yours. We claim no ownership of it. We hold it for you and, where section 11 applies, on your instructions.

    The current service provides specified CSV and PDF reports and artefact downloads. Any obligation to provide a complete tenant export, its format, timing, cost and post-termination availability must be stated in the order form or data schedule and tested before use.

    What we do not do with your record
    We do not sell it, license it, or share it with anyone for their own purposes. We do not use it to train or develop any model. We do not use it to build products or insights for other customers. We may use aggregated statistics that identify no resident, no clinician and no customer, solely to operate and improve the service.
    Access and report scope
    Reports and downloads follow the Customer's tenant, role, facility, clinician and assignment permissions. Facility users have only the access needed for their authorised workflow. Available exports must not be treated as a complete clinical or statutory record.

    Retention and deletion vary by record class, law, contract, dispute and security need. The applicable schedule and transition arrangements form part of the signed agreement; the website does not promise an unimplemented full-export or disposal capability.

  7. 07Availability and support

    We aim to make the service available at all times other than planned maintenance, which we schedule to minimise disruption. Support response times and advance-notification commitments are agreed with you in the order form.

    Because care must never depend on the service being available, you must keep a workable manual fallback for requesting a doctor's visit. We will tell you what to do if the service is unavailable during a round.

  8. 08Fees

    The RACF organisation is the customer and payer. Fees, covered sites, term, GST and renewal are established in the signed order form. No practice-seat price or automatic clinician charge is created by these pages.

    SaaS fees are separate from Medicare, DVA and private clinical-service payments. Payments and self-onboarding are disabled in the reviewed AWS environment. Any future payment activation requires review and an agreed service schedule.

  9. 09Liability and indemnity

    The lawyer-approved master agreement and order form must state the liability cap, excluded-loss categories, privacy and security treatment, indemnities and insurance position. Nothing excludes rights or remedies that cannot lawfully be excluded, including applicable Australian Consumer Law protections. These website terms do not create an unstated liability cap.

  10. 10Clinical responsibility

    Clinical judgement, urgency, handback and primary recordkeeping remain with the treating clinicians and RACF care team. SAGE supports communication and assurance without assuming their professional or statutory duties.

    The rendering GP and practice remain responsible for any assignment requirements, eligibility and claim validity. Specialist communication is supported within permitted access; specialist AoB and claim-readiness are excluded.

  11. 11Privacy and data handling

    The RACF organisation directs its authorised clinical-communication use. Homes are sites, and clinicians and practices participate by invitation. The signed data arrangement must allocate collection notices, access, correction, retention and incident responsibilities without removing statutory obligations.

    GP assignment evidence is limited to its verified purpose and permissions. Representative authority is decision-specific and must not be inferred from relationship labels.

    The current synthetic deployment and the RACF-root target architecture have different evidence status, as set out on the Trust page. No unrelated organisation receives automatic access. SAGE separately manages its own workforce, support, security and website-enquiry records.

  12. 12Confidentiality

    Each party must keep the other's confidential information confidential and use it only for the purposes of these terms. This does not apply to information that is public through no fault of the recipient, was already known, or must be disclosed by law.

    Your record is your confidential information. The service, its design and its documentation are ours.

  13. 13Suppliers

    Services and their current enablement are described on the Trust page, including AWS, Clerk, Kudosity and the separate Google website enquiry flow. Stripe is not enabled in the reviewed deployment.

    Supplier processing locations, subprocessors, retention and contracts remain evidence requirements before real-data use. Notification and objection rights for material supplier changes are governed by the signed agreement.

  14. 14Intellectual property

    We own the service, its software, design and documentation. You get a non-exclusive, non-transferable right to use it during the agreement.

    You own your record and grant us only the rights needed to provide the service to you. If you give us feedback or suggestions we may use them without obligation, and that gives us no right to your record.

  15. 15Term, suspension and termination

    The agreement runs for the term in the order form and continues until either party ends it on written notice. Either party may terminate immediately if the other commits a material breach not remedied within 30 days of written notice, or becomes insolvent.

    Suspension
    We may suspend affected access where reasonably necessary for a serious security threat, unlawful use, legal requirement or material unpaid fee, subject to the signed agreement. We will not make care conditional on subscription status. The Customer's clinical and manual-fallback duties continue during an outage or suspension.
    On termination
    Cure periods, data return, available export formats, transition assistance, retention and deletion are governed by the order form and data schedule. These terms do not promise an unimplemented 90-day self-service export window. Accrued and expressly surviving obligations continue after termination.

  16. 16Changes to the service and to these terms

    We may change the service, provided we do not materially reduce its core function, and we give notice of any change that materially affects how you use it.

    Notice and customer rights for material changes to health-information handling, pricing or key suppliers are those in the signed agreement. A revised website page does not retrospectively amend a signed agreement.

  17. 17Insurance

    Insurance types and limits apply only as stated in the signed agreement and supported by current certificates of currency. Penetration tests, certifications and other assurances are described as complete only while current evidence supports them.

  18. 18General and governing law

    Governing law.
    Victoria, Australia. Both parties submit to the non-exclusive jurisdiction of its courts.
    Disputes.
    Before starting proceedings, each party must give written notice of the dispute and meet, in person or by video, within 15 business days to try to resolve it. This does not prevent either party seeking urgent relief.
    Assignment.
    Neither party may assign without the other's written consent, not to be unreasonably withheld. We may assign to a related body corporate or on a sale of our business, on notice.
    Notices.
    In writing, to the addresses in the order form; email is sufficient if acknowledged.
    Force majeure.
    Neither party is liable for failure caused by events beyond its reasonable control, provided it tells the other promptly and mitigates.
    Entire agreement.
    The signed master agreement, order form, service schedule and data processing and sharing arrangement form the agreement in their stated order of precedence. They replace prior proposals about the same subject. The privacy policy is a public notice, not a substitute for those signed terms.