Arches Audiology Pty Ltd
1. We respect your privacy
1.1. This Privacy Policy (Policy) describes how Arches Audiology Pty Ltd ("we", "our" or "us") collects, handles and protects the privacy of your personal information collects, handles and protects the privacy of your personal information.
1.2. Arches Audiology Pty Ltd is committed to protecting your privacy and understands the importance of safeguarding your personal information. This Policy outlines the types of personal information that we usually collect, the purpose for which we collect it, to whom we disclose it, how we hold and keep it secure and your rights in relation to your personal information, including how to complain and how we deal with complaints.
1.3. We will handle your personal information in accordance with this Policy, legislation including the Privacy Act 1988 (Cth) (Privacy Act), the Australian Privacy Principles (APPs) and the Health Records Act 2001 (Vic).
1.4. 'Personal information' is any information or opinion about an identified individual or an individual who is reasonably identifiable, whether true or not. It does not include information that is de-identified (anonymous data).
1.5. Personal information includes 'sensitive information' which is defined in the Privacy Act to include information or an opinion about an individual's racial or ethnic origin, political opinions or associations, religious or philosophical beliefs, trade union membership or associations, sexual orientation or practices, criminal record, health or genetic information and some aspects of biometric information.
1.6. We may change this Privacy Policy from time to time by publishing updates on our website.
2. Types of personal information we collect
2.1. The types of personal information we collect about you depends on the dealings you have with us, and could include personal information such as your name, date of birth, phone number, address, email address, gender, credit card details and health information.
3. How we collect your personal information
3.1. Arches Audiology Pty Ltd collects personal information from you in a variety of ways including:
a) when you visit our clinic for an audiological assessment or consultation or to purchase our products;
b) when you attend a screening or community talk;
c) when you book an appointment online or over the phone;
d) when you visit our website;
e) when you interact with our social media pages;
f) when you respond to our surveys, competitions or promotions;
g) when you contact us with feedback, an enquiry or a complaint in relation to our products or services;
h) when you purchase from our online store;
i) when you update your contact details or preference;
j) when you provide financial or credit card information and
k) when you communicate with our customer support team or any of our contractors.
3.2. We may receive personal information from third parties, such as health funds or government agencies, in order to receive advice about your eligibility for rebates on our products and services. We may also receive personal information about you from other audiology professionals and health practitioners.
4. Collection of information via our website
4.1. Cookies
We may from time to time use cookies on our website. Cookies are very small files which a website uses to identify you when you come back to the site and to store details about your use of the site. Cookies are not malicious programs that access or damage your computer. Most web browsers automatically accept cookies but you can choose to reject cookies by changing your browser settings. However, this may prevent the website from working as intended. Our website may from time to time use cookies to analyse website traffic and help us provide a better website visitor experience. In addition, cookies may be used to serve relevant ads to website visitors through third party services such as Google Adwords. These ads may appear on tour website or other websites you visit.
4.2. Third party sites
Our site may from time to time have links to other websites not owned or controlled by us. These links are meant for your convenience only. Links to third party websites do not constitute sponsorship or endorsement or approval of these websites. We do not have any control over those other website so we cannot be responsible for their privacy practises. You should exercise caution and review the privacy policy applicable to the website in question.
5. Use of your personal information
5.1. We collect your personal information for the primary purpose of providing our goods and services to you. We may also collect, hold, use and disclose your personal information for the following purposes:
a) to answer enquiries and provide information or advice about existing and new products or services;
b) to advise you on your hearing needs including when it is time to come and see us for another hearing test;
c) to make you aware of new and additional products, services and opportunities available to you;
d) to improve our products and services and better understand your needs;
e) to advise you if we relocate or have merged, rebranded or closed;
f) to assess the performance and improve the operation of the website;
g) to update our records and keep your contact details up to date;
h) to process and respond to any complaint or enquiry made by you; and
i) to comply with Australian law or a court or tribunal order.
6. Disclosure of your personal information
6.1. We may disclose your personal information to any of our employees, officers, insurers, professional advisers, agents, suppliers, subcontractors insofar as reasonably necessary for the purposes set out in this Policy. We may also disclose your personal information to government agencies such as Medicare, the National Disability Insurance Agency, the Victorian Workcover Authority (or other state specific authorities), the Department of Health and the Department of Veteran Affairs if you are making a claim under these schemes.
6.2. We may refer you to a doctor or specialist and, with your consent, forward relevant information (including health information) to that practitioner.
6.3. We may from time to time need to disclose personal information to comply with a legal requirement.
6.4. If there is a change of control in our business or a sale or transfer of business assets, we reserve the right to transfer, to the extent permissible by law, our user databases, together with any personal information and non-personal information contained in those databases. This information may be disclosed to a potential purchaser under an agreement to maintain confidentiality.
7. Direct marketing
7.1. We may use your personal information to identify a product or service that you may be interested in or to contact you about events or promotions. We may, with your consent, use the personal information we have collected about you to contact you from time to time whether by telephone, email, SMS or mail.
7.2 You can withdraw your consent to receiving direct marketing communications from us at any time by unsubscribing from the mailing list by clicking on the link in the marketing communication.
8. Security of your personal information
8.1. We store your personal information electronically.
8.2 We are committed to ensuring that the information you provide to us is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.
8.3. When your personal information is no longer needed for the purpose for which it was obtained, Arches Audiology Pty Ltd will take reasonable steps to destroy or permanently de-identify your personal information. These steps may vary depending on the nature of the information, the way it was collected and how it was stored.
9. Access to and correction of your personal information
9.1. We will endeavour to ensure that the personal information collected from you is up to date, accurate and complete.
9.2. You may request access to, or correction of, the personal information that we hold about you at any time by contacting us using the details given in section 11 below. We will need to verify your identity. Subject to any applicable exceptions or requirements, we will provide you with access to the personal information you request within a reasonable time frame. A small administrative fee may be payable for producing copies of your personal information.
9.3. We reserve the right to refuse to provide you with information that we hold about you, in certain circumstances set out in the Privacy Act.
10. Complaints about privacy
10.1. You can make a complaint about our handling of your personal information in writing to us using the details set out in section 11 below. We will need to verify your identity before we respond. We take complaints very seriously and will respond to you within a reasonable time frame to acknowledge your complaint and inform you of the next steps we will take in dealing with your complaint.
10.2. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) via the OAIC website, www.oaic.gov.au.
11. Contact us
11.1. If you have a question or comment regarding this Policy or wish to make a complaint or exercise your privacy rights, please contact us as follows: contact@archesaudiology.com.au, (03) 9028 4879 or:
Manager, Arches Audiology, Shop 22, 792-806 Heatherton Rd, Springvale South VIC 3172
Last updated: September 2020