Privacy policy.
In this Privacy Policy, “we”, “our”, “us” refers to Visionworks Optometrists (ABN 21616313038).
Visionworks Optometrists is committed to providing quality services to you and this document outlines our policies regarding the collection, use and disclosure of Personal Information. By using our site you agree to the collection and use of information in accordance with this policy. We reserve the right to change our Privacy Policy from time to time. Changes to the Privacy Policy will be posted on our website.
Information We Collect
In order to provide the best patient experience and customer service, we may ask you to provide personal information. Personal information we collect may include, but is not limited to:
Your full name, date of birth, health fund details, Medicare number and relevant information from government agencies (such as Centrelink, Department of Veterans Affairs, Ministry of Health and/or the Accident Compensation Corporation);
Contact details, including address, phone number and email;
Health information, including eye test results, other optometric records, diagnostic images of the eye, past and present health conditions, prescribed medication, optical prescriptions and any other health information provided by you or your healthcare provider;
Your payment details;
Information about your lifestyle, occupation/ employment and hobbies;
Details of your visit to our website and any transactions you carry out or forms you fill in on the website;
Any other information you have voluntarily provided to us.
We may also collect some information that is not personal information because it does not identify you or anyone else. For example, we may collect aggregated information about how users use our website
We are required to collect your name, address and date of birth as part of our legal and regulatory obligations, including under the Health Practitioner Regulation National Law as enacted in each state and territory of Australia.
Some personal information we collect is sensitive information. Sensitive information includes health information including things like medical history, prescriptions, retinal images and health conditions. We collect Sensitive Information in order to provide health services to you. Sensitive information will be used and disclosed only for the purpose for which it was provided, or a directly related secondary purpose, unless you agree otherwise, or where certain other limited circumstances apply (for example, where required by law or necessary for the protection of a person/persons).
How do we collect personal information?
We will collect personal information directly from you unless it is not reasonably practicable to do so. We may collect personal information from you in various ways, including:
When you visit a Visionworks Optometrists practice for an eye test or other services or to purchase or enquire about our products,
When you visit our website
When you book an eye test or make an enquiry over the phone, through our website or other electronic means;
When you attend an eye test or screening organised by Visionworks Optometrists at a community event
When you enter our competitions and trade promotions;
When you provide customer feedback surveys, lodge a complaint and communicate with our Central Support Team; and
When you contact us via our social media pages
When authorised people provide us with your personal information on your behalf.
Your personal information may also be collected on occasions through third parties including:
From health insurers or Government agencies (in order to receive advice about your eligibility to rebates on product and services); or
From other optometrists and health practitioners.
Through your access and use of our website; and
When you apply for a job with us.
We will seek your consent before collecting information from a third party unless authorised or required to collect the information by law.
Information collected from visitors to our website
When you use our website, we may collect information about our website users collectively, which may include data about your location (i.e. city and country through your device’s IP address), internet browser type, language, operating system, service provider, screen resolution and whether you are visiting for the first time or revisiting our website. This data is anonymously collected and only used in aggregate, and as such no identifying information is collected. We use this information to help improve our website and its usability and to help us determine what is most beneficial to our users so that we can provide you with the best possible experience.
For What Purposes Do We Collect, Hold, Use and Disclose Your Personal Information
We collect personal information about you so that we can provide you with the most appropriate eyecare and eyewear products and services, and to provide you with a high quality of customer service.
We also collect, hold, use and disclose your personal information for the following purposes:
To book, confirm and remind you of your eye tests or other appointments;
To perform eye examinations and other related services;
To provide other products and services you have requested;
To deliver goods and services to you via our website;
To update our records and keep your contact details up to date
To process credit and debit card payments via third party payment card processors such as Stripe, Afterpay, and Paypal (we do not hold this information);
To respond to your requests, complaints or enquiries and other patient care related activities;
To evaluate, develop and enhance our websites and our services;
To conduct surveys and market research and send out feedback requests to help us improve our service to you;
To conduct website and system administration, such as for the technical support of our websites and computer systems;
To undertake direct marketing such as providing information to you about special offers, promotions, products or services that we think may be of interest to you or conducting market research surveys including by mail, email, SMS, social media or other forms of communication. You can unsubscribe from these communications at any time;
To contact you about changes to our service that could affect or inconvenience you;
To comply with a legal or regulatory requirement or in connection with legal proceedings or on request of a regulator; and
To carry out general administrative requirements and other activities connected with the running of our business, including fraud prevention and detection and health and safety matters.
To comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority of any country.
We may also collect personal information about third parties from you, such as personal information about your family members, so that we can provide products and services to those third parties. If you provide personal information about a third party individual to us, you must ensure that the third party individual is aware of this Privacy Policy, understands it and agrees to accept it. If you provide personal information about a third party individual and that individual does not have the capacity to understand and agree to these terms (for example, a minor), we require a parent or guardian to acknowledge and agree to this paragraph.
Your personal information will not be shared, sold, rented or disclosed other than as described in this Privacy Policy.
To Whom May We Disclose Your Information?
There may be times when we need to disclose your personal information to third parties for the purposes set out in this Privacy Policy. Where appropriate, we shall take such steps as are reasonable in the circumstances to de-identify the information prior to disclosure. We may disclose your personal information to:
Medical and other healthcare practitioners, including doctors, specialists, optometrists, (with your consent) and specific health bodies (such as Diabetes Australia) who are providing or may provide services to you in the future;
Health insurers, health authorities and regulators as permitted or required by law;
The Police and other law-enforcement agencies to prevent and detect fraud and criminal activities;
Our insurers, WorkCover, external auditors and investigators and other persons assisting us to protect and defend the rights and safety of Visionworks Optometrists, its customers and the public;
Your employer, if you have been referred to us by your employer;
Our employees, related bodies corporate, franchisees, contractors or service providers for the purposes of operating our website or our business, fulfilling requests by you, and to otherwise provide products and services to you including, without limitation, lens suppliers and manufacturers, contact lens vendors, web hosting providers, IT systems administrators, mailing houses, couriers, payment processors, data entry service providers, electronic network administrators, debt collectors, archivists and professional advisors such as accountants, solicitors, business advisors and consultants;
Anyone authorised specifically by you;
Any other organisation for any authorised purpose with your express consent, including your insurers and your solicitors’ or
To another organisation, in the event that Visionworks Optometrists or its assets are taken over by that organisation
We are not responsible for the privacy policies of any third party. Third parties are responsible for informing you about their own privacy practices.
Direct Marketing
We may send you direct marketing communications and information about our products and services that we consider may be of interest to you. These communications may be sent in various forms, including mail, SMS and email, in accordance with applicable marketing laws, such as the Spam Act 2003 (Cth). You consent to us sending you those direct marketing communications by any of those methods. If you indicate a preference for a method of communication, we will
endeavour to use that method whenever practical to do so. In addition, at any time you may opt-out of receiving marketing communications from us by contacting us or by using opt-out facilities provided in the marketing communications, and we will then ensure that your name is removed from our mailing list.
We may also disclose your personal information to our service providers to give you information and offers about products and services offered by us or these companies.
Please note that by opting out of receiving marketing communications, you may still receive communications from us (such as invoices and notices) in relation to the products and services you have purchased from us.
How Can You Access and Correct Your Personal Information?
We require accurate personal information about you to ensure you receive the best possible service. You may request access to any personal information we hold about you at any time by contacting us.
There may be instances where we cannot grant you access to the personal information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.
We take reasonable steps to ensure that your personal information is up-to-date whenever we collect it or use it. This may include, for example, using data obtained from third parties to verify the accuracy of your personal information.
If you find that current personal information we hold about you is inaccurate, incomplete or out-of-date, please contact us immediately and we will take reasonable steps to correct it.
We Store Your Personal Information Securely
We take reasonable steps to ensure we protect any personal information that we hold from misuse, loss and unauthorised access, modification and disclosure.
Your personal information may be stored in hard copy documents and electronically.
We maintain physical and electronic security over our paper and electronic data storage. We also maintain computer and network security. For example, we use firewalls (security measures for the Internet) and other systems such as user identifiers and passwords to control access to computer systems.
If the personal information we collect is no longer needed for any purposes and we are not required by law to retain it, we take reasonable steps to destroy or permanently de-identify it.
Although we take reasonable steps to maintain the security of our internet connections and safeguard your personal information, for reasons outside of our control, information
transmitted to us over the internet may not be absolutely secure and we cannot guarantee that your information will be protected against unauthorised access, misuse or disclosure.
We do not accept any liability for disclosure of data due to errors in transmission, or improper actions or misuse of personal information by third parties to the maximum extent permitted by law. Visionworks Optometrists accepts no responsibility or liability for third parties such as payment card processors.
We shall notify you in the event of a data breach that is likely to result in a serious harm to you. We shall advise the Australian Information Commissioner of any such breach.
Disclosure To Overseas Recipients
We may disclose your personal information to our related bodies corporate and third party suppliers and service providers, government and quasi-government organisations, located overseas for some of the purposes listed above. We take reasonable steps to ensure that the overseas recipients of your personal information do not breach the privacy obligations relating to your personal information.
Complaints
If you believe that your privacy has been breached, please contact us using the contact information below and provide details of the incident so that we can investigate it.
We request that complaints about breaches of privacy be made in writing, so we can be sure about the details of the complaint. We will attempt to confirm as appropriate and necessary with you your understanding of the conduct relevant to the complaint and what you expect as an outcome. We will investigate your complaint and will advise you of the outcome of our investigations in writing.
Links
Our website may contain links to other websites operated by third parties. We make no representations or warranties in relation to the privacy practices of any third party website and we are not responsible for the privacy policies or the content of any third party website. Third party websites are responsible for informing you about their own privacy practices.
Contact Us
If you have any questions about this Privacy Policy, any concerns or a complaint relating to your personal information, please contact us at:
Email: engadine@visionworksoptometrists.com.au
Phone: 02 8294 3235
Address: 14/101 Caldarra Ave, Engadine NSW 2233