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Platform content policy

Last updated: 23 August 2026

Platform content policy (v1.6)

1. Purpose and scope

  1. This Platform Content Policy (Policy) sets out the content standards that apply to all users of ViaClara Allied Health Connect (ViaClara), operated by MAME Creative Pty Ltd (ABN 89 691 093 802). It explains what content is and is not permitted on ViaClara, how reports are assessed, and what consequences apply to violations.
  2. This Policy applies to all content that users create, upload, publish, or transmit on ViaClara, including:
    1. practitioner profiles and profile photos;
    2. direct messages between Parent Users and Practitioner Users;
    3. practitioner-to-practitioner peer messages (Business Builder Plan);
    4. Resources Hub articles published by Practitioner Users (Business Builder Plan);
    5. Help Wanted Ad postings and responses; and
    6. any other text, images, links, or files shared via the platform.
  3. This Policy forms part of ViaClara's Terms and Conditions of Use. By using ViaClara, you agree to comply with this Policy. Capitalised terms not defined here have the meaning given in the Terms and Conditions.

2. ViaClara's content values

  1. ViaClara exists to connect families of neurodivergent children with allied health practitioners who embrace neuroaffirming approaches. Our content standards reflect that purpose. All content on ViaClara must be:
    1. Accurate: accurate, not misleading, and not designed to deceive.
    2. Respectful: considerate of the dignity of neurodivergent individuals, their families, and practitioners.
    3. Safe: free from content that could cause harm to children, families, or practitioners.
    4. Lawful: consistent with Australian law, AHPRA's advertising guidelines, and ViaClara's Terms and Conditions.
    5. Professional: appropriate for a health-adjacent professional services platform.

3. Prohibited content — all users

  1. The following content is prohibited for all users in all contexts on ViaClara (profiles, messages, Resources Hub, Help Wanted Ads):
  2. Harmful and Illegal Content. Prohibited content includes:
    1. Content that is unlawful under Australian law, including content that breaches the Privacy Act 1988 (Cth), the Australian Consumer Law, the Criminal Code Act 1995 (Cth), or any applicable state or territory law.
    2. Content that depicts, promotes, facilitates, or instructs in illegal activity.
    3. Child sexual abuse material (CSAM) or any sexualised content involving minors. ViaClara will report all such content to the Australian Federal Police and the eSafety Commissioner without exception.
    4. Content that constitutes hate speech: material that vilifies, threatens, or incites discrimination against a person or group on the basis of race, ethnicity, religion, gender, sexual orientation, disability, neurodivergence, or other protected attribute.
    5. Content that threatens, harasses, stalks, or intimidates another user or member of the public.
    6. Content that incites or glorifies violence or self-harm.
  3. Misleading and Deceptive Content. Prohibited content includes:
    1. False, misleading, or deceptive representations about a practitioner's qualifications, registration status, experience, or clinical approach, in contravention of the Australian Consumer Law (s 18) or AHPRA's Guidelines for Advertising Regulated Health Services.
    2. Claims that guarantee specific clinical outcomes or imply that a practitioner's services will produce a particular result.
    3. Use of professional titles, post-nominals, or AHPRA-regulated designations that the user is not entitled to use.
    4. Impersonation of another person, organisation, or professional body.
    5. Fabricated reviews, testimonials, or peer endorsements.
  4. Privacy Violations. Prohibited content includes:
    1. Content that discloses another person's personal information — including health information, contact details, or location — without their consent.
    2. Content that identifies or could identify a child without their parent's or guardian's consent.
    3. Content that reproduces private communications without the consent of all parties.
    4. Content that could constitute doxxing: publishing private identifying information about an individual with the intent to cause harm.
  5. Spam and Commercial Misuse. Prohibited content includes:
    1. Unsolicited commercial communications (spam) sent via the messaging or peer networking features.
    2. Content designed primarily to drive traffic to an external website or service unrelated to allied health.
    3. Duplicate, repetitive, or mass-generated content posted to multiple profiles or messages.
    4. Pyramid schemes, multi-level marketing promotions, or unsolicited investment solicitations.
  6. Security Threats. Prohibited content includes:
    1. Malware, viruses, phishing links, or content designed to compromise the security of ViaClara or its users.
    2. Content that attempts to obtain another user's login credentials or personal information by deception.

4. Practitioner-specific content standards

  1. In addition to the standards in Section 3, Practitioner Users must comply with the following content standards in all platform content, including profiles, messaging, Resources Hub articles, and Help Wanted Ad responses.
  2. AHPRA Advertising Guidelines. All practitioner content on ViaClara constitutes an advertisement for a regulated health service and must comply with AHPRA's Guidelines for Advertising Regulated Health Services. In particular:
  3. Prohibited in practitioner profiles and content:
    1. Testimonials or endorsements from patients or former patients (including anonymised case studies that could be identified).
    2. Before-and-after comparisons that imply guaranteed treatment outcomes.
    3. Claims that a practitioner's services will ‘cure’, ‘fix’, or guarantee a specific outcome for a neurodivergent child.
    4. Use of the word ‘specialist’ unless the practitioner holds AHPRA-recognised specialist registration in the relevant field.
    5. Discounts, gifts, or incentives offered in exchange for reviews, referrals, or engagement on the platform (where this would breach AHPRA guidelines).
    6. Any content that could create unrealistic expectations about the benefits of a health service.
  4. Permitted in practitioner profiles and content:
    1. Factual statements about qualifications, training, memberships, and experience.
    2. Descriptions of the practitioner's approach and areas of practice, framed as approaches rather than guaranteed outcomes.
    3. General educational information about neuroaffirming practice that does not constitute individual clinical advice.
    4. Peer endorsements from other practitioners (not patients), provided they are genuine and not fabricated.
  5. AHPRA Reminder: If you are unsure whether your content complies with AHPRA's advertising guidelines, consult AHPRA's website at www.ahpra.gov.au or seek independent advice before publishing. ViaClara may remove content that appears non-compliant without prior notice.
  6. Scope of Practice.
    1. Practitioners must only describe services and expertise within their professional scope of practice and AHPRA registration (where applicable).
    2. Content must not imply that a practitioner can provide services they are not qualified or registered to provide.
    3. Practitioners must not provide individual diagnostic opinions, medication advice, or clinical recommendations via the messaging or peer networking features.
  7. Neuroaffirming Attestation.
    1. Practitioners who hold ViaClara's Neuroaffirming Verification Badge must not misrepresent the basis of that verification in their profile or communications.
    2. Self-attestation content must reflect the practitioner's genuine commitment and approach. Knowingly false attestation constitutes a serious violation of this Policy and the Terms and Conditions.
  8. Resources Hub Articles.
    1. All Resources Hub articles must be general in nature and must not constitute individual healthcare advice directed at a specific person or child.
    2. Articles must include accurate attribution and must not reproduce third-party content (including research papers, clinical guidelines, or third-party websites) without permission and appropriate citation.
    3. Articles must not promote the practitioner's own services in a way that contravenes AHPRA's advertising guidelines.
    4. A general disclaimer is displayed automatically beneath all Resources Hub articles. Practitioners must not contradict or undermine this disclaimer in the article body.
  9. Professional Indemnity and Data Security.
    1. Practitioners must not share identifiable client information (including information about children seen in their practice) via ViaClara's messaging or peer networking features without that client's express consent.
    2. Practitioners must not request or store sensitive client information (e.g. Medicare numbers, medical reports) via ViaClara's messaging system.

5. Parent User content standards

  1. Parent Users are reminded that:
    1. ViaClara's messaging service is for initial connection with practitioners only. Sharing full medical histories, diagnostic reports, or Medicare details via the messaging system is strongly discouraged.
    2. Any information shared about a child in messages or onboarding forms may be stored on ViaClara's servers in accordance with the Privacy Policy and Data Retention Schedule.
    3. Parent Users must not use the platform to solicit services outside the platform's intended purpose, to conduct commercial transactions, or to recruit practitioners for third-party platforms.
    4. Parent Users must not publish, reproduce, or share practitioner contact details obtained via ViaClara outside the platform without the practitioner's consent.

6. AI-generated content

  1. Users may use AI tools to assist in drafting profile content, messages, or Resources Hub articles. However:
    1. You remain solely responsible for all content you publish or send on ViaClara, regardless of whether it was generated with AI assistance.
    2. AI-generated content is subject to the same standards as human-authored content under this Policy.
    3. AI-generated content that is inaccurate, misleading, or non-compliant with AHPRA guidelines will be treated as a violation of this Policy in the same way as deliberately authored non-compliant content.
    4. Do not use AI tools to generate fabricated testimonials, fabricated peer endorsements, or synthetic clinical outcomes data.

7. Content moderation

  1. How Content is Moderated. ViaClara identifies content that may breach this Policy through a combination of user reports, an in-app ‘Report’ button, automated proactive detection, and periodic human review. Users can report a breach using the in-app ‘Report’ button, available on practitioner profiles, direct messages (both the conversation and individual messages), Help Wanted ads and responses, and Resources Hub articles, or by emailing admin@viaclara.com.au. ViaClara uses automated scanning to proactively check messages, Help Wanted ads and responses, practitioner profiles, and minor edits to Resources Hub articles for content that may breach this Policy (major article edits already undergo human review before publication). Because of this, ViaClara does not describe itself as not monitoring the content of private messages — this automated scanning is a keyword/pattern-based check for content that may breach this Policy, and is not used to read messages for any other purpose. A ViaClara staff member reviews a message only where:
    1. an automated scan or a user report has flagged the message as potentially breaching this Policy;
    2. there is a credible safety concern; or
    3. we are required to do so by law or a valid court order.
  2. Resources Hub articles and practitioner profiles may also be reviewed proactively by ViaClara's team, particularly following a report, an automated match, or the introduction of new AHPRA advertising guidance.
  3. Practitioner Profile Review. ViaClara also reviews every practitioner's profile on a fixed cadence — no later than 60 days after it is first published, and again within 60 days of any substantive edit (a change to a practitioner's bio, areas of expertise, qualifications or credentials, or any other AHPRA-advertising-relevant field). Minor or cosmetic edits, such as an availability-status update, do not trigger a new review. This periodic review is a backstop for compliance issues — particularly AHPRA advertising compliance — that a report or an automated scan may not catch.
  4. How to Report a Violation.
    1. Report type: reporting a user, practitioner, or content that breaches this Policy.
    2. How to report: use the in-app ‘Report’ button on the profile, message, ad, response, or article in question, or email admin@viaclara.com.au with ‘Content Report’ in the subject line.
    3. What to include: your name and contact details; the username or profile of the reported user; a description of the content or conduct; screenshots or other evidence where possible.
    4. Acknowledgement: instant, in the app, when you use the in-app ‘Report’ button (a reference number is provided); within 2 business days for reports made by email.
    5. Decision: every report is reviewed within 10 business days of submission (complex matters may take longer — we will keep you informed). Reports involving a safety concern or potential AHPRA non-compliance are prioritised for faster review.
    6. Appeals: email admin@viaclara.com.au with ‘Content Policy Appeal’ in the subject line within 14 days of the decision.
  5. Reporting to the eSafety Commissioner. Reporting to ViaClara is not your only option. You can make a complaint directly to Australia's eSafety Commissioner at esafety.gov.au at any time, independently of and in addition to reporting to us — this is separate from, and does not require, a report to ViaClara first. This is distinct from ViaClara's own obligation to report certain content to authorities on our own initiative (see Prohibited Content above).
  6. Good Faith Reporting. We ask that all reports are made in good faith. Submitting false or vexatious reports to harm another user's account is itself a violation of this Policy and may result in action being taken against the reporting user's account.

8. Consequences of policy violations

  1. ViaClara applies a graduated response to content policy violations, taking into account the severity of the breach, whether it is a first or repeat violation, and the risk of harm to users or third parties, as set out below. Within a given violation category, MAME Creative Pty Ltd retains reasonable discretion to select between the responses listed based on the specific circumstances.
  2. Violation categories and responses:
    1. Minor violation (e.g. missing disclaimer, minor profile inaccuracy, off-topic messaging) — first violation: written warning; content removal or amendment required within 5 business days. Repeat/serious violation: temporary account suspension (7–30 days); content removal.
    2. Moderate violation (e.g. misleading claims, AHPRA non-compliance, spam, privacy breach not involving health data) — first violation: content removal without notice; written warning; required remediation. Repeat/serious violation: account suspension pending review; possible permanent termination.
    3. Serious violation (e.g. patient testimonials, false credentials, identifiable client data shared without consent, harassment) — first violation: immediate content removal; account suspension pending review; notification to AHPRA where required. Repeat/serious violation: permanent account termination; referral to AHPRA or relevant authorities.
    4. Critical violation (e.g. CSAM, threats of violence, deliberate data breach, fraud) — first violation: immediate permanent account termination; report to police and/or eSafety Commissioner; no appeal. Repeat/serious violation: not applicable — permanent ban.
  3. AHPRA Referral: Where ViaClara has reasonable grounds to believe that a practitioner's content may constitute a serious breach of AHPRA's advertising guidelines, or that a practitioner may be misrepresenting their registration or qualifications, ViaClara may refer the matter to AHPRA. Practitioners are advised that AHPRA takes advertising non-compliance seriously and may investigate independently of any action taken by ViaClara.

9. Appeals process

  1. If you believe ViaClara has taken action against your content or account in error, you may appeal the decision:
    1. Email admin@viaclara.com.au with ‘Content Policy Appeal’ in the subject line within 14 days of the decision.
    2. Include your full name, account email, the content or action in question, and your reasons for appealing.
    3. ViaClara will acknowledge your appeal within 2 business days and provide a final decision within 10 business days.
    4. ViaClara's decision on appeal is final. If you believe ViaClara has breached your legal rights, you may contact the OAIC (for privacy matters) or the ACCC (for consumer law matters).
  2. Appeals are not available for critical violations (Section 8), where the violation involved illegal content or an imminent risk of harm.

10. Relationship with other ViaClara policies

  1. This Policy should be read alongside:
    1. The Platform Terms and Practitioner Terms — including Platform Terms clause 5 (Acceptable Use) and Practitioner Terms clause 11 (AHPRA Compliance), which set out the contractual obligations that underpin this Policy.
    2. The Privacy Policy — which governs how personal information in content (including messages and profiles) is collected, used, stored, and deleted.
    3. The Data Retention Schedule — which sets out how long content and associated data is retained before deletion.
    4. The Data Breach Policy — which governs ViaClara's response if a content-related incident involves a data breach.
  2. In the event of any inconsistency between this Policy and the Platform Terms, Parent Terms, or Practitioner Terms, those Terms prevail.

11. Changes to this policy

  1. MAME Creative Pty Ltd may update this Policy from time to time to reflect changes in the law, AHPRA guidelines, platform features, or our moderation practices. We will notify users of material changes by:
    1. email notification to the address registered on your account; and/or
    2. a prominent notice on the ViaClara platform.
  2. Continued use of ViaClara after notification of a change constitutes acceptance of the updated Policy. The current version of this Policy is always available at www.viaclara.com.au/platform-content-policy.

12. Contact

  1. For questions about this Policy, to report a violation, or to submit an appeal:
    1. Organisation: MAME Creative Pty Ltd (trading as ViaClara Allied Health Connect)
    2. Email: admin@viaclara.com.au
    3. Website: www.viaclara.com.au/platform-content-policy
    4. Response time: we will acknowledge all reports within 2 business days.

Questions about this policy?

We're happy to clarify anything. Get in touch and we'll get back to you.

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