National Hearing Care is committed to respecting the privacy of your personal information. Our handling of personal information is subject to the Privacy Act 1988 (Cth).
This Policy sets out our personal information management practices. Throughout this Policy, we refer to your ‘personal information’ which means information which identifies you as an individual or from which you can be reasonably identified. Your name, address and telephone number are examples of personal information. ‘Health information’ is a type of sensitive personal information that relates to your health.
We only collect personal information that is reasonably necessary for our functions and activities as a leading Australian hearing services provider. For example, we collect your name and personal contact details so that we can provide you with hearing services you require. We may also use this information to contact you after your appointment to check whether your hearing needs have been met, and to organise future appointments. So that we can provide you with the most appropriate services and care, we may also collect your health information. This may include information that is automatically stored by hearing aids that we may supply, that can allow us to better understand and optimise your hearing aid. Such data may be transferred to and processed by our apps (if you choose to use them), which may also collect information about your use of our hearing aids and those apps. We will only collect health information with your consent or otherwise in accordance with the law.
We may use the personal information we collect to better understand your behaviour, preferences and habits, including to determine if there are other services or products that may better suit your needs.
You have no obligation to provide any information requested by us. However, if you choose to withhold information, we may not be able to provide you with the services or products that depend on the collection of that information.
We may send you marketing information, including about our services and other products that we believe you may be interested in, by e-mail, SMS, MMS or other electronic means with your express consent. You may give us your express consent by, for example, ticking a box on an electronic or paper form where we seek your permission to send you electronic or other marketing information.
You may subsequently opt-out of receiving marketing communications from us, by using any unsubscribe facility we provide, or by calling (03) 9264 9000 or emailing firstname.lastname@example.org. If you do opt-out, however, you will still receive communications from us relating to the goods and services we provide to you, such as appointment reminders and follow-ups.
We take reasonable steps to protect all of the personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure.
We will generally use and disclose your personal information for the primary purpose for which we collected it, or where you have consented to the use or disclosure. For example, we may use and disclose your personal information to the federal Department of Health where you apply for a hearing services voucher, your GP or a medical specialist.
We may also use and disclose your personal information so that we can provide you with information about our products and services. You can opt-out of receiving this information by calling (03) 9264 9000 or by emailing email@example.com.
We may provide personal information about you to our group companies, or service providers who assist us in providing our goods and services. We may otherwise use or disclose your personal information where required or authorised by law, which may include emergency situations and assisting law enforcement agencies.
We may provide manufacturers of the hearing aids we supply with information that is automatically stored by those hearing aids, however we will do so on an anonymous basis.
Our group companies may be located overseas. For example, some of the IT systems we use are provided by our parent company, Amplifon S.p.A. (Amplifon), in Italy or its contractors located in the European Union. To provide administrative and data processing services on our behalf, we disclose your personal information (namely, your name, contact details and details of your purchase) to Amplifon (who may disclose such personal information to its contractors for administrative and data processing purposes).
We also use Zendesk Inc to provide our online chat facility. Zendesk may store data in the European Economic Area.
We have contractual relationships with Amplifon and Zendesk which seek to protect your personal information.
If you need to access or correct any personal information we hold about you, please contact us using the ‘Contact Details’ set out below. We request that you provide us with as much detail as you can about the particular information you seek, in order to help us retrieve it. An access fee may be charged to cover our costs of providing that information to you. In certain circumstances, we may not be required by law to provide you with access or to correct your personal information. If that is the case, we will give you our reasons for that decision unless it is unreasonable to do so.
We take reasonable steps to make sure that the personal information we collect, use and disclose is accurate, complete, up-to-date and relevant.
If you have any questions or feedback about privacy, or wish to make a complaint about the way in which we have handled your personal information, please contact our Privacy Officer at:
National Hearing Care
89 – 91 Peters Avenue, Mulgrave 3170
Phone: (03) 9264 9000
Fax: (03) 9264 9033
We endeavour to respond to complaints within a reasonable time frame. If you are dissatisfied with our response, you may refer the matter to the Australian Information (Privacy) Commissioner (see www.oaic.gov.au).