Privacy Policy

1. Introduction

Coastcare Mobile Vet ("we", "us", "our") is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy also complies with the Health Records and Information Privacy Act 2002 (NSW) in relation to health information we collect about your pets.

By using our services, you consent to the collection and use of your personal information as described in this Privacy Policy.

2. What Information We Collect

2.1 Personal Information

We collect personal information that is necessary to provide our veterinary services. This may include:

• Your name, address, and contact details (phone number, email address)
• Payment information (credit card details, bank account information)
• Information about your pets (name, breed, age, medical history, vaccination records)
• Health information about your pets (diagnoses, treatments, medications, test results)
• Appointment history and service preferences
• Correspondence and communications with us
• Information you provide when making a booking or inquiry
• Website usage data and cookies (see section 8)

2.2 Sensitive Information

We may collect sensitive information, including health information about your pets, which is necessary to provide veterinary care. We only collect sensitive information with your consent or as required by law.

3. How We Collect Information

We collect personal information in several ways:

• Directly from you: When you book an appointment, contact us, use our services, or interact with our website
• During consultations: When we provide veterinary services to your pets
• From third parties: With your consent, we may collect information from other veterinarians, pet insurance companies, or referral services
• Automatically: Through cookies and similar technologies when you visit our website

4. Purpose of Collection

We collect, hold, use, and disclose your personal information for the following purposes:

• To provide veterinary services and care to your pets
• To process bookings, appointments, and service requests
• To communicate with you about appointments, treatments, and follow-up care
• To process payments and manage accounts
• To maintain accurate medical records for your pets
• To comply with legal and regulatory requirements (including veterinary registration requirements)
• To improve our services and customer experience
• To send you important updates about our services (with your consent)
• To respond to inquiries and provide customer support
• To prevent fraud and ensure the security of our services

If we need to use your personal information for a purpose other than those listed above, we will obtain your consent before doing so, unless we are required or permitted by law to use it without your consent.

5. Disclosure of Information

5.1 Third Parties

We may disclose your personal information to third parties in the following circumstances:

• Other veterinarians or specialists: When referral or consultation is necessary for your pet's care (with your consent)
• Pet insurance companies: When you make a claim and authorize us to provide information
• Service providers: To third parties who assist us in operating our business (e.g., IT service providers, payment processors, cloud storage providers) - these parties are bound by confidentiality obligations
• Legal requirements: When required by law, court order, or regulatory authority
• Emergency situations: When necessary to protect the health or safety of your pet or others
• With your consent: In any other circumstances where you have provided explicit consent

5.2 Overseas Disclosure

We generally store personal information in Australia. However, some of our service providers (such as cloud storage providers) may store data overseas. If we disclose your personal information overseas, we will take reasonable steps to ensure that the recipient complies with the Australian Privacy Principles or similar privacy protections.

6. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorized access, modification, or disclosure. Our security measures include:

• Secure storage of physical and electronic records
• Password protection and access controls
• Encryption of sensitive data
• Regular security assessments and updates
• Staff training on privacy and data protection
• Secure destruction of information when no longer needed

However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your personal information, we cannot guarantee absolute security.

7. Data Retention

We retain your personal information for as long as necessary to:

• Provide veterinary services to you
• Comply with legal and regulatory requirements (veterinary records must be retained for a minimum period as required by law)
• Resolve disputes and enforce our agreements

When personal information is no longer needed, we will take reasonable steps to destroy or de-identify it, unless we are required by law to retain it.

8. Website and Cookies

When you visit our website, we may collect certain information automatically, including:

• Your IP address
• Browser type and version
• Pages visited and time spent on pages
• Referring website addresses

We may use cookies and similar technologies to enhance your browsing experience, analyze website traffic, and personalize content. You can control cookies through your browser settings, but disabling cookies may affect website functionality.

9. Your Rights

Under the Privacy Act 1988 (Cth), you have the right to:

• Access: Request access to the personal information we hold about you
• Correction: Request correction of inaccurate, incomplete, or out-of-date information
• Complaint: Make a complaint about how we handle your personal information
• Opt-out: Unsubscribe from marketing communications at any time

9.1 Accessing Your Information

You can request access to your personal information by contacting us using the details provided in section 12. We will respond to your request within a reasonable time (usually 30 days) and may charge a reasonable fee for providing access, as permitted by law.

9.2 Correcting Your Information

If you believe that any personal information we hold about you is inaccurate, incomplete, or out-of-date, please contact us and we will take reasonable steps to correct it. If we disagree with your request, we will provide reasons for our decision.

10. Complaints

If you have a complaint about how we have handled your personal information, please contact us using the details in section 12. We will investigate your complaint and respond within a reasonable time (usually 30 days).

If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Email: [email protected]
• Post: GPO Box 5218, Sydney NSW 2001

11. Children's Privacy

Our services are not directed to individuals under the age of 18. If you are under 18, please obtain permission from a parent or guardian before providing personal information to us.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be posted on our website with a revised "Last Updated" date. We encourage you to review this policy periodically.

Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal information, please contact us:

• Phone: 0412 886 953
• Email: [email protected]
• Business Hours: Monday to Friday 8am to 6pm and Saturdays 10am to 2pm

We will respond to your inquiry as soon as possible and within a reasonable time frame.

14. Consent

By using our services, you consent to the collection, use, and disclosure of your personal information as described in this Privacy Policy. If you do not agree with any aspect of this policy, please do not use our services or contact us to discuss your concerns.