Privacy Policy

Hear Here Audiology - Last updated July 17, 2026

1. About this Policy

Hear Here Audiology is operated by The Trustee for JNAE Roxburgh Family Trust, ABN 85 570 905 325, trading as Hear Here Audiology.

In this policy, “Hear Here Audiology”, “we”, “us” and “our” refer to this business.

This Privacy Policy explains how we collect, hold, use, disclose and protect personal information and health information.

As a health service provider operating in New South Wales, we are required to handle information in accordance with applicable privacy laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles, the Health Records and Information Privacy Act 2002 (NSW) and the Health Privacy Principles. Private health service providers are covered by these requirements even where they would otherwise qualify as a small business.

3. Information that we collect

We may collect the following types of personal information:

a) Personal and contact information

• Your name

• Residential or postal address

• Email address

• Telephone number

• Date of birth

• Preferred contact method

• Emergency contact, representative or carer details

• Appointment details and availability

• Communications you have with us

b) Health and sensitive information

• Your hearing concerns and communication difficulties

• Hearing test results and clinical observations

• Medical history relevant to your hearing care

• Information about tinnitus, balance concerns or other hearing-related conditions

• Current or previous hearing aids and assistive devices

• Hearing aid fitting, programming, adjustment, repair and servicing information

• Referrals, reports and correspondence from healthcare professionals

• Details about services provided or recommended

• Notes created during consultations and follow-up car

This information is classified as sensitive information under the Privacy Act and is handled with a higher level of care.

c) Funding, eligibility, and payment information

Where relevant we may collect the following:

• Pensioner or Department of Veterans’ Affairs details

• Hearing Services Program information

• Medicare, healthcare or government-issued identifiers where legally permitted and necessary

• Private health insurance information

• Workers' compensation or insurer information

• Payment and transaction details

• Invoices, claims and reimbursement information

Payment card details may be processed by a third-party payment provider and may not be stored directly by Hear Here Audiology

e) Website, advertising, and technical information

When you visit our website, submit an online form, respond to an advertisement or interact with us through a digital platform, we may collect:

• Your IP address

• Device type, browser and operating system

• General location information derived from your IP address

• Pages visited and actions taken on our website

• The advertisement, campaign, search term or referring website that brought you to us

• Form submissions and enquiry details

• Cookie and advertising identifiers

• Telephone call, email or message attribution information

• Engagement with our advertisements, emails, SMS messages and website content

3. How we collect information

We generally collect information directly from you when you:

• Submit a form on our website

• Complete a Facebook, Instagram, Google or other digital advertising lead form

• Contact us by telephone, email, SMS, social media or online messaging

• Book or attend an appointment

• Participate in an in-home consultation

• Complete a hearing assessment or questionnaire

• Purchase, trial, service or enquire about hearing aids

• Respond to a survey, promotion or marketing communication

We may also collect information from:

• A family member, carer, representative or authorised person

• A referring doctor, specialist or other healthcare provider

• Government hearing programs

• The Department of Veterans’ Affairs

• Insurers, compensation providers or funding organisations

• Hearing aid manufacturers, laboratories and repair providers

• Advertising, analytics, website, customer relationship management and communications platforms

• Publicly available sources where permitted by law

Where practicable, we will collect health information directly from you or with your knowledge and consent.

4. Information collected through advertising platforms

Hear Here Audiology may advertise through platforms including:

• Google

• Facebook

• Instagram

• YouTube

• Other websites, search engines, social media platforms and digital advertising networks

These platforms may provide us with information when you submit a lead form, send a message, call from an advertisement or otherwise interact with our advertising.

We may use advertising and analytics technologies such as Google Analytics, Google Ads conversion tracking, Meta Pixel, server-side conversion tracking, cookies and similar technologies.

These technologies may help us:

• Measure advertising performance

• Understand which advertisements generate enquiries

• Improve website usability

• Prevent duplicate or fraudulent submissions

• Attribute telephone calls and enquiries to advertising campaigns

• Build audiences for advertising

• Show relevant advertising to people who have previously interacted with our website or content

We do not intentionally provide hearing test results, clinical notes, medical histories or other detailed health information to advertising platforms.

Tracking technologies must be configured carefully because personal information collected through pixels may be disclosed to third-party platforms. The OAIC recommends data minimisation and states that sensitive information should generally not be disclosed through tracking pixels without the person’s consent.

5. Cookies and similiar technologies

Cookies are small files stored on your device that help websites function and provide information about website use.

We may use:

• Essential cookies required for the website to operate

• Analytics cookies used to understand website activity

• Advertising cookies used to measure campaigns and display relevant advertising

• Functionality cookies used to remember preferences

You can usually control or disable cookies through your browser settings. Disabling some cookies may affect how the website functions.

Third-party platforms may also use information collected through cookies and similar technologies in accordance with their own privacy policies and account settings.

6. Why we collect and use your information

We collect and use personal information to:

• Respond to your enquiry

• Contact you about your hearing needs

• Arrange, confirm and manage appointments

• Provide hearing assessments and audiological services

• Recommend, trial, supply, fit and adjust hearing aids

• Provide ongoing hearing aid support, repairs and servicing

• Maintain accurate clinical and business records

• Communicate with your authorised representatives

• Process payments, claims, funding and reimbursements

• Confirm eligibility for government or insurance programs

• Coordinate care with other healthcare providers

• Provide appointment reminders and service-related communications

• Improve our services, website and customer experience

• Measure and improve advertising and marketing performance

• Conduct business administration, reporting and quality assurance

• Protect our systems and investigate suspected fraud or misuse

• Meet professional, legal, regulatory and insurance obligations

• Manage complaints, disputes and legal claims

We will generally use health information for the purpose for which it was collected or for a directly related purpose that you would reasonably expect, unless you consent to another use or the use is otherwise permitted or required by law.

7. Who we may disclose information to

We may disclose information where it is reasonably necessary to:

• Audiologists, clinicians, employees and authorised contractors working with Hear Here Audiology

• Your nominated family member, carer, representative or support person

• Doctors, specialists and other healthcare providers involved in your care

• Hearing aid manufacturers, laboratories, suppliers and repair providers

• Government hearing programs and agencies

• The Department of Veterans’ Affairs

• Medicare or other government bodies where applicable

• Insurers, private health funds and compensation providers

• Professional advisers, accountants, auditors, insurers and legal representatives

• Website, hosting, cloud storage and information technology providers

• Customer relationship management and practice management providers

• Email, SMS, telephone and appointment-booking providers

• Payment processors and financial institutions

• Marketing, analytics and advertising service providers

• Regulators, courts, law enforcement agencies or other parties where required or authorised by law

We do not sell or rent personal information to unrelated third parties.

8. Service providers and overseas disclosure

Some technology, communications, advertising, analytics, customer management and cloud service providers used by Hear Here Audiology operate or store information outside Australia.

Personal information may therefore be accessible to recipients or systems located overseas, including in the United States, and potentially other countries in which our service providers or their infrastructure operate.

Examples may include providers associated with:

• Google

• Meta, including Facebook and Instagram

• Website hosting

• Customer relationship management systems such as GoHighLevel or LeadConnector

• Email and SMS communications

• Cloud data storage

• Analytics and advertising services

Where personal information is disclosed to an overseas recipient, we take reasonable steps required under applicable privacy laws to ensure that the information is appropriately handled. Australian privacy policies must disclose any likely overseas disclosures and identify the relevant countries where practicable.

9. Direct Marketing

Where you have consented, or where otherwise permitted by law, we may contact you about:

• Hearing care services

• Hearing aid technology

• Hearing checks and assessments

• Appointment availability

• Educational information

• Service updates

• Promotions or relevant offers

Communications may be sent by email, SMS, telephone, social media or other digital channels.

You can opt out at any time by:

• Using the unsubscribe link in an email

• Replying STOP to an SMS

• Asking us directly to stop marketing communications

• Contacting us using the details below

Opting out of marketing does not prevent us from sending appointment confirmations, clinical communications, invoices, recalls or other messages necessary to provide services you have requested.

Health information is sensitive information and may only be used for direct marketing with appropriate consent. Electronic commercial messages must identify the sender, provide contact details and offer a functional unsubscribe method.

10. Information security

We take reasonable steps to protect personal and health information against:

• Misuse

• Interference

• Loss

• Unauthorised access

• Unauthorised modification

• Unauthorised disclosure

These measures may include access controls, password protection, multi-factor authentication, secure systems, staff and contractor confidentiality requirements, backups and restricted access to clinical records.

No electronic transmission or storage system can be guaranteed to be completely secure. Where a data breach occurs, we will investigate and respond in accordance with applicable legal requirements, including notification obligations where required.

The Australian Privacy Principles require organisations to take reasonable steps to secure personal information, and private health service providers are covered by the Notifiable Data Breaches scheme.

11. Retaining information

We retain information for as long as reasonably required to:

• Provide services

• Maintain continuity of care

• Meet clinical and professional obligations

• Resolve disputes

• Meet legal, accounting and insurance requirements

Under NSW requirements, health information collected about an adult must generally be retained for at least seven years after the last occasion on which a health service was provided. Health information collected while a patient was under 18 must generally be retained until the patient reaches 25 years of age.

When information is no longer required and there is no legal reason to retain it, we will take reasonable steps to securely destroy or de-identify it.

12. Accessing or correcting your information

You may request access to the personal or health information we hold about you.

You may also ask us to correct information that you believe is inaccurate, incomplete, out of date, irrelevant or misleading.

We may need to verify your identity before providing access or making a correction.

In limited circumstances, access may be refused or restricted where permitted by law. If this occurs, we will generally explain the reason and the available complaint options.

A reasonable administrative fee may apply where permitted by law. We will advise you before you incur any fee.

Australian and NSW privacy laws provide individuals with rights to request access to and correction of their personal and health information

13. Privacy complaints

You may contact us if you:

• Have a question about this policy

• Believe your privacy has been breached

• Wish to access or correct your information

• Wish to withdraw consent

• Wish to make a complaint about how your information has been handled

We will acknowledge and investigate privacy complaints and aim to provide a response within 30 days.

Contact:

Privacy Officer
Hear Here Audiology
The Trustee for JNAE Roxburgh Family Trust
ABN 85 570 905 325

Email: [email protected]
Telephone: 0432 681 575
Postal address: 6/469-475 Parramatta Rd Leichhardt, NSW 2040

If you are not satisfied with our response, you may contact:

• The Office of the Australian Information Commissioner

• The Information and Privacy Commission NSW

14. Third-party websites and platforms

Our website, advertisements and communications may contain links to websites or platforms operated by third parties.

We are not responsible for the privacy practices of those third parties. You should review their privacy policies before providing information directly to them.

15. Changes to this policy

We may update this Privacy Policy when our services, systems, advertising practices or legal obligations change.

The current version will be published on our website with the date of the latest update.