Quitly Chatbot Privacy Policy


This Privacy Policy explains how your personal and health information will be treated when you access and interact with the Quitly chatbot managed by the Cancer Institute NSW (the Institute).

The privacy practices of the Institute are regulated by the Privacy and Personal Information Protection Act 1998 and the Health Records and Information Privacy Act 2002 (“the Acts”).  The Institute may use third party providers to assist us from time to time. In the event that we contract such a provider, they are bound by the same privacy and confidentiality conditions as the Institute. Links to other websites, external to the Institute, are sometimes included in the Quitly chatbot for the convenience of Quitly chatbot users, but the Institute does not have any responsibility for the privacy practices of third party websites.


What information is collected through the Quitly chatbot?

The Quitly chatbot is not anonymous. The Quitly chatbot uses Facebook Messenger,  and Chatfuel and Dashbot. If you use the Quitly chatbot, the Institute, Facebook, Chatfuel and Dashbot. Facebook and Chatfuel will collect the information you provide and information from your Facebook profile. This information includes (but is not limited to) your name, Facebook ID, gender, time zone and information about your smoking behaviours.

When you provide your personal and health information to the Quitly chatbot, it will also be collected by the Institute, Facebook and Chatfuel.

Facebook shares your public profile data (e.g. your name and gender) automatically with Chatfuel, Dashbot and the Institute. Additional information is collected from you to provide personalised conversations within the chatbot.

Facebook privacy policy

For further information on how Facebook uses your data, see the Facebook privacy policy: https://www.facebook.com/policy.php

Chatfuel privacy policy

For further information on how Chatfuel uses your data, see the Chatfuel privacy policy: https://chatfuel.com/PrivacyPolicy.pdf

Dashbot Privacy Policy

For further information on how Dashbot uses your data, see the Dashbot privacy policy.



Alternate quit smoking support is available online at the My QuitBuddy app (https://www.australia.gov.au/content/my-quit-buddy-app), the iCanQuit website (www.icanquit.com.au) or contact the Quitline on 13 7848.


How is information collected through the Quitly chatbot used and distributed by the Institute?

Facebook, and Chatfuel and Dashbot will collect data about your conversations on the Quitly chatbot. This information is collected in order to provide and evaluate the Quitly chatbot service.

Facebook,and Chatfuel and Dashbot may use that data to profile you and target offers, advertisements or content to you. The Institute has no ability to stop Facebook or Chatfuel from using your personal information in that way.

By using the Quitly chatbot, you authorise the Institute to collect data about you from Facebook, and Chatfuel and Dashbot, as well as the data you add when using the chatbot.

You do not need to continue conversations in the Quitly chatbot. The Quitly chatbot can be deleted at any time.

Personal and health information collected through the Quitly chatbot is used for the Institute’s functions under the Cancer Institute (NSW) Act 2003.

Uses include:

  • delivering the Quitly chatbot service to you;
  • contacting users of the Quitly chatbot to participate in research, including seeking feedback about the Quitly chatbot to allow us to improve it;
  • recontacting past users of the Quitly chatbot;
  • responding to enquiries from users of the Quitly chatbot;
  • enabling NSW Quitline, including Aboriginal Quitline and Multilingual Quitlines to contact you, by providing NSW Quitline with your contact details (if you have filled out a form requesting this);
  • other statistical, research and administrative purposes.

The Institute does not disclose information that identifies an individual, or might potentially identify them, to third parties without the consent of the person involved, unless it is authorised or required to do so by law. The Institute may be required to disclose this kind of information to a law enforcement agency where there is reason to suspect there has or have been:

  • unauthorised tampering or interference with the Quitly chatbot;
  • unauthorised attempts to access files which are not published on the Quitly chatbot;
  • attempts to intercept messages of other users of the Quitly chatbot;
  • communications which are defamatory, abusive, vilify individuals or give rise to a suspicion that an offence is being committed;
  • attempts to otherwise compromise the security of the chatbot; and
  • other potential breaches of the laws of the State of NSW or the Commonwealth of Australia.

The Institute may create a de-identified version of information collected through this website, and use this de-identified information for research purposes. This can involve the disclosure of the de-identified information to third parties, including publication of the information in peer-reviewed journals and other publications.



Are you required to provide personal or health information?

Information relating to your use of the Quitly chatbot is collected automatically when you visit, and it is not possible to prevent this information being collected.

When providing personal or health information on the Quitly chatbot, you can choose not to provide certain information. However, some information, including (but is not limited to) your name, Facebook ID, gender, and time zone, is necessary to use the chatbot. Alternative quit support is available via the Quit Buddy app, the iCanQuit website and the Quitline if you do not wish to share this data.


Is the information stored securely by the Institute?

Personal and health information stored by the Institute will be kept in safe custody, sufficient to prevent unauthorised access, and will be properly handled to ensure its safety, integrity and confidentiality.


Can I access or modify information I have provided through the Quitly chatbot?

You can change some information provided as part of your personal profile on the Quitly chatbot using the chatbot settings. You can opt out from daily and subscription messages by selecting ‘opt-out’ in the Quitly chatbot menu.

Please note it is not possible to delete information you provide to the Quitly chatbot from Facebook , and Chatfuel and Dashbot.


Receiving messages from the Quitly chatbot

You will be given the option to opt-in for daily messages from the Quitly chatbot. These messages can be sent to you once in a 24 hour period, unless you have consented to receive more frequent messages. You can opt-out or update your subscriptions to messages from the Quitly chatbot in the menu at any time.


Web statistics

The Quitly chatbot keeps logs of users. The information collected includes (but is not limited to) your Facebook ID, name, gender, time zone and information about your smoking behaviours, and is used to assess and improve the effectiveness of the Quitly chatbot.



The Quitly chatbot uses Facebook,  and Chatfuel and Dashbot. The Institute uses reports provided by these providers to help us understand chatbot usage. The type of information collected includes:

  • the geographical area visits originate from
  • how visits are referred to the chatbot
  • time spent on the chatbot
  • number and frequency of interactions with the chatbot
  • actions carried out (e.g. clicking on links, answering a question)

Do you want to know more about how your privacy is protected?

If you have a general privacy enquiry or complaint regarding the Institute, please contact:

The Privacy Officer

Cancer Institute NSW

PO Box 41

Alexandria NSW 1435

Tel: (02) 8374 5600

Fax: (02) 8374 5709

Email: information@cancer.nsw.gov.au