Privacy Policy

Essence Audiology Pty Ltd – Privacy Policy – Last updated 24 August 2026

1. About this Policy

Essence Audiology Pty Ltd (ABN 48 622 516 198) trades as Essence Audiology.

2. Information that we collect

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

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

• 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

Essence Audiology may advertise through platforms including:

- Facebook

- Instagram

- Google

5. Cookies and similar 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

• Audiologists, clinicians, employees and authorised contractors working with Essence Audiology

8. Service providers and overseas disclosure

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

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

ABN 48 622 516 198

Email: [email protected]

Telephone: (02) 6060 2666

Postal address: 525 David St, Albury NSW 2640

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.