Privacy Policy

About this policy
 

Refined Hearing is committed to protecting your privacy. We handle your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), which regulate how we collect, use, disclose, store, and secure your personal information.

This policy explains how we manage your information. Where your specific consent is needed - for example, before sharing clinical information with your GP - we will seek that separately.
 

Why we collect your information
 

We collect personal information to provide you with hearing care and related services, including:
 

• assessing your hearing and recommending treatment

• fitting and maintaining hearing devices

• coordinating with other health professionals involved in your care

• managing appointments, reminders, and follow-up

• applying for or managing government funding such as the Hearing Services Program

• meeting our legal, regulatory, and professional obligations
   

What information we collect
 

We may collect the following types of information:
 

• Personal details: your name, date of birth, address, phone number, and email address

• Funding and eligibility details: Medicare number, DVA number, Pensioner Concession Card number, or Hearing Services Program voucher details - so we can help you access government-funded services

• Health and hearing information: your hearing test results, clinical notes, medical history relevant to your hearing, and information about hearing devices - this is “sensitive information” under the Privacy Act and is handled with extra care

• Workplace hearing assessments: where we provide hearing assessments arranged through an employer (for example, as part of workplace health and safety requirements), we collect the information needed to deliver and report on those assessments

• Cultural and demographic identifiers: Indigenous status and culturally and linguistically diverse identifiers, where relevant, to help us deliver services in culturally appropriate ways (for example, arranging interpreters or specialist referrals)

• Communication preferences: how you prefer to be contacted and what types of messages you are happy to receive
   

We may also confirm or update your details from time to time to make sure your records are accurate.
 

How we collect your information
 

We collect information:
 

• directly from you, during appointments at our clinics or our mobile audiology service, by phone, email, text, or through our online booking and forms

• from other health professionals such as your GP, ENT specialist, or another audiologist, with your consent or where clinically necessary

• from family members, guardians, or support persons, where it is impractical to collect it directly from you and we have your consent or it is authorised by law

• from your employer or referrer, where we are providing a workplace hearing assessment arranged through them
   

How we use your information
 

We use your information to:
 

• provide and manage your hearing care

• book appointments and send reminders, confirmations, and recall notices

• write clinical reports and letters for your GP, specialist, or other health professionals

• order hearing devices and accessories from manufacturers

• apply for funding or manage your Hearing Services Program profile on your behalf

• respond to your questions or concerns

• meet our legal and regulatory obligations
   

Service communications: We will contact you for appointment reminders, recall notices, clinical follow-up, and information directly related to your care. These are part of providing our service.

Promotional messages: Occasionally, we may let you know about special offers or services that may be relevant to you. If you prefer not to receive promotional messages, let us know and we will update your preferences straight away. You can opt out at any time without affecting your care.
 

Who we share your information with
 

We only share your information when it is necessary for your care, authorised by you, or required by law. This may include:
 

• Your GP, specialist, or other health professionals - for referrals, reports, and care coordination. We will ask your permission before sending clinical information to another provider.

• Hearing device manufacturers - for orders, warranties, repairs, and technical support

• Government bodies - such as the Department of Health and Aged Care for Hearing Services Program administration, or Services Australia for Medicare claims

• Our software and IT providers - including our clinical management system (Auditdata), online booking, cloud storage, SMS and email delivery, and secure communication tools. These providers operate under contractual privacy obligations consistent with the Australian Privacy Principles.

• Employers or workplace clients - where we have been engaged to provide a workplace hearing assessment, we share the assessment outcome with the engaging employer in accordance with the consent provided at the time of the assessment

• Payment providers - for processing transactions

• Your nominated family member or support person - where you have given us permission

We do not sell your personal information to anyone, and we do not share it for marketing purposes.
 

Hearing Services Program records
 

If you receive services through the Hearing Services Program, your clinical records produced by Refined Hearing (or previous audiology providers) are considered property of the Commonwealth. This means:
 

• If the Commonwealth requests access to your records for audit or program purposes, we are required to provide them

• If you transfer to another audiology provider and have received services from us within the past seven years, we are required to transfer your relevant records to your new provider

Overseas disclosure

Your clinical records are stored securely in Australia through Auditdata, our clinical management system. Some services we use for email, SMS, website hosting, and online communication may process data through servers located outside Australia as part of standard delivery infrastructure. We select providers that are contractually bound to protect your information in accordance with Australian privacy standards.

We do not directly disclose your personal information to any overseas recipient.
 

How we store and protect your information
 

We take reasonable steps to protect your information from misuse, loss, unauthorised access, and disclosure. These steps include:
 

• storing clinical records electronically in our secure clinical management system, with access controlled by individual logins

• minimising paper records by scanning documents into our secure system and destroying paper copies where appropriate

• securing any necessary paper records in locked storage with staff-only access

• maintaining secure physical premises

• ensuring staff and contractors who handle personal information are trained in privacy and confidentiality and only have access to the information they need for their role

How long we keep your records
 

We retain your records for a minimum of seven years from your last appointment or recorded contact with us. After that period, records may be securely destroyed. For clients seen under the Hearing Services Program, Commonwealth record-keeping requirements may apply.

Accessing or correcting your information

You have the right to:
 

• Access your personal information and clinical records

• Request corrections if you believe any details are inaccurate, incomplete, or out of date

To request access or a correction, simply contact us using the details below. We may ask you to verify your identity before releasing records.
 

We will respond within 30 days. In most cases, there is no charge. If a request involves a large volume of records, we will let you know of any costs before proceeding.
 

How to make a privacy complaint
 

If you believe your privacy has been breached, or you are unhappy with how we have handled your personal information, we want to hear about it.
 

Step 1 - Contact us directly Raise your concern with Leanne Kirkwood, Principal Audiologist and Clinic Director (details below). You can do this by phone, email, or in writing.
 

Step 2 - We will investigate We will acknowledge your complaint promptly, investigate the matter, and respond to you within 30 days. If we need more time, we will let you know.
 

Step 3 - If you are not satisfied If you are not happy with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Online: www.oaic.gov.au/privacy/privacy-complaints

• Phone: 1300 363 992

• Mail: GPO Box 5218, Sydney NSW 2001
   

Data breaches
 

If we become aware of a data breach that is likely to result in serious harm to you, we will:

• take immediate steps to contain the breach and reduce any potential harm

• assess the breach as required under the Notifiable Data Breaches scheme

• notify you and the Office of the Australian Information Commissioner if the breach meets the threshold for notification

• provide you with information about what happened, what information was involved, and what steps you can take
   

Updates to this policy

We may update this policy from time to time to reflect changes in legislation, our services, or how we operate. We recommend checking this page periodically. Where changes are significant, we will take reasonable steps to let you know.

 

Contact us

Refined Hearing Principal Audiologist & Clinic Director: Leanne Kirkwood

Phone: 1300 040 073
Email: support@refinedhearing.com.au
Postal address: PO Box 7028, Karabar NSW 2620

Clinic locations: Cooma NSW, Jindabyne NSW, and Redcliffe QLD Mobile audiology service available by arrangement.