Last updated: 26 August 2026
INTRODUCTION
Transplant Systems Australia complies with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) when dealing with personal information. Personal information is information about an identifiable individual.
This policy explains how we handle personal information across our website, customer interactions, online services and digital support tools, including iFIX, our AI-powered support assistant.
Further information about your privacy rights is available from the Office of the Australian Information Commissioner at www.oaic.gov.au.
CHANGES TO THIS POLICY
We may update this policy by publishing a revised version on our website. Any changes will apply from the date the revised policy is published. The date of the latest update will be shown at the top of this page.
THE INFORMATION WE COLLECT
We generally collect personal information directly from you, including when you:
• Visit or use our website or online services
• Request a quote
• Subscribe to marketing communications
• Complete a form, survey, promotion or event registration
• Contact us by telephone, email, or another communication channel
• Request technical assistance or aftersales support
• Use iFIX as a registered user or guest
• Interact with us at an event, demonstration or trade show.
Where personal information is collected from someone other than you, we will take reasonable steps to notify you when required by law, unless an exception applies.
HOW WE USE PERSONAL INFORMATION
We may use your personal information to:
• Respond to enquiries and provide quotes, products, services and information
• Provide customer service, machinery support and technical assistance
• Maintain service, warranty and equipment records
• Personalise and improve our products, services and online experience
• Operate, maintain, monitor and improve iFIX
• Understand common customer questions, support needs and knowledge gaps
• Communicate with you about enquiries, support requests or our business relationship with you
• Send marketing communications where permitted by law
• Manage events, promotions, surveys and competitions
• Protect or enforce our legal rights and interests
• Comply with legal and regulatory obligations
• Carry out another purpose authorised by you or permitted by law.
MARKETING COMMUNICATIONS
Where permitted, we may contact you by email, text, telephone or other electronic means about Transplant Systems Australia products, services, events, news and special offers.
You can unsubscribe from electronic marketing at any time by using the unsubscribe link in the message or contacting us.
iFIX AND ARTIFICIAL INTELLIGENCE
How iFIX works
iFIX is an AI-powered support assistant available to Transplant Systems Australia customers. It uses equipment manuals, parts information, technical documents, videos and other approved material to respond to support questions.
iFIX may use third-party technology and infrastructure to process questions and generate responses.
Information collected through iFIX
If you use iFIX through a registered account, we may collect and hold:
• Your name, email address and account information
• The organisation associated with your account
• Information about machinery or equipment associated with you or your organisation
• Your questions, conversations and feedback
• Information about the machine or product to which a question relates
• Technical and usage information associated with your session.
If you use iFIX as a guest, your conversations may be recorded against a randomly generated session identifier rather than your name or email address.
If you choose to take a photograph or attach an image, the image may be processed to respond to your question, but it is not stored or retained.
HOW IFIX INFORMATION IS USED
We may use information submitted through iFIX to:
• Answer your questions
• Provide technical support to you and your organisation
• Maintain continuity across support conversations
• Identify the equipment or documentation relevant to your question
• Improve the accuracy, usefulness and coverage of iFIX
• Identify recurring equipment issues, support needs and gaps in our technical information
• Investigate potential errors, misuse or security issues
• Determine when assistance from a Transplant Systems Australia team member or service agent may be required.
We do not sell information submitted through iFIX or share it with third parties for their own advertising or direct marketing purposes.
Information submitted through iFIX will not be used to train a publicly available AI model unless we tell you and obtain any consent required by law.
AI LIMITATIONS
AI-generated responses may occasionally contain errors, omissions or misunderstandings. Always verify safety-critical information against the original manual, or consult a qualified technician or authorised service agent before undertaking:
• Complex repairs
• Warranty work
• Electrical, hydraulic or mechanical work involving significant risk
• Work that could affect personal safety
• Work that could damage equipment, property or crops.
iFIX is an information and support tool. It is not a substitute for qualified technical, safety, legal, financial, agricultural or horticultural advice.
APPROPRIATE USE
Please use iFIX for genuine support enquiries relating to machinery or equipment supplied by Transplant Systems Australia. Do not enter sensitive personal information, confidential business data or anything unrelated to equipment support in your messages.
You are responsible for ensuring that you have authority to provide any information relating to another person or organisation.
DISCLOSURE OF PERSONAL INFORMATION
We may disclose personal information to:
• Employees, contractors and authorised service agents who need the information to assist you
• Suppliers, manufacturers and distribution partners
• Technology, website, cloud hosting, data storage, communications and support providers
• Government agencies, regulators or law enforcement agencies where required or permitted by law
• Another person or organisation where you have authorised the disclosure or where disclosure is otherwise permitted by law.
Some businesses that support our products and services may be located outside Australia, including in New Zealand. This means your personal information may be disclosed to, held or processed by recipients outside Australia.
Where required by Australian privacy law, we take reasonable steps to ensure overseas recipients handle personal information in accordance with applicable privacy requirements.
COOKIES AND WEBSITE ANALYTICS
Our websites and online services may use cookies and similar technologies. Cookies are small files stored on your device that help us:
• Operate essential website functions
• Keep you signed in
• Remember your preferences or guest session
• Understand how visitors use our websites
• Improve website performance and user experience
• Measure the effectiveness of marketing activities.
• Some cookies may be provided by third-party services used on our website.
• You can control or disable cookies through your browser settings. Disabling certain cookies may affect the availability or performance of some website features.
• iFIX uses essential cookies only, to keep registered users signed in or to remember your guest sessions. PrimeHort does not use iFIX conversations for third-party advertising.
PROTECTING PERSONAL INFORMATION
We take reasonable steps to protect personal information from loss, misuse, unauthorised access, modification, disclosure and other unauthorised activity.
No internet transmission or storage system can be guaranteed to be completely secure. Please take care when sending personal information online and protect your account credentials from unauthorised use.
If you believe your account or personal information may have been compromised, please contact us as soon as possible.
ACCESSING AND CORRECTING PERSONAL INFORMATION
You have the right to request access to personal information we hold about you and to ask us to correct it.
We may need to verify your identity before responding to a request. In some circumstances, the Privacy Act allows us to refuse access or decline to make a correction.
To make an access or correction request, contact us using the details below and provide your name and contact details, enough information for us to confirm your identity, and details of the information or correction you are requesting.
PRIVACY COMPLAINTS
If you believe we have not handled your personal information appropriately, please contact us using the details below. We will consider your complaint and respond within a reasonable timeframe.
If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
LINKS TO OTHER WEBSITES
Our website may contain links to websites operated by other organisations.
Transplant Systems Australia is not responsible for the privacy or security practices of external websites. We recommend reviewing the privacy policy of any external website before providing personal information.
CONTACTING US
For questions, concerns, complaints or requests relating to privacy, please contact Transplant Systems Australia:
Email: sales@transplantsystems.com.au
Phone: 03 9769 9733