Privacy Policy

Last updated: 1 September 2026

Hearing Help ("we", "us", "our") is committed to protecting your privacy. This policy explains how we handle your personal information — including sensitive health information — in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Who we are

Hearing Help is an independent audiology clinic located at Newport Marketplace, Tenancy M01, 10 Lakeview Promenade, Newport QLD 4020. You can contact us at any time using the details at the end of this policy.

The information we collect

Depending on how you interact with us, we may collect:

• Contact details — your name, email address, phone number and postal address.
• Enquiry details — the service you are interested in and any information you include in a message, enquiry form or booking request.
• Health information — information relating to your hearing, medical history and care, which we collect only where it is reasonably necessary to provide our services. Health information is "sensitive information" under the Privacy Act and is given a higher level of protection.
• Technical information — basic website analytics such as pages visited and general location, collected in aggregate to help us improve the site.

How we collect it

We collect information directly from you — for example when you complete our contact or booking forms, call us, email us, or attend an appointment. Where practicable, we will only collect information from third parties (such as a referring GP or specialist) with your consent.

Why we collect and use it

We use your information to:

• respond to your enquiries and provide the services you request;
• arrange, manage and follow up on appointments and hearing care;
• maintain accurate clinical and account records;
• meet our professional, legal and regulatory obligations; and
• improve our services and, where you have opted in, send you relevant updates.

We will not use your health information for direct marketing without your consent, and you can opt out of any communications at any time.

Disclosure of your information

We do not sell your personal information. We may share it with third parties only where necessary to provide our services or where required or authorised by law, including:

• your treating and referring health practitioners, with your consent;
• hearing device manufacturers and laboratories involved in your care;
• government programs and funders where you access a subsidised service; and
• trusted service providers who help us operate — for example our appointment booking provider, secure form and hosting providers, and IT support — who are bound to protect your information.

Third-party services and overseas storage

Our website uses embedded services such as an online booking portal and Google Maps, and our enquiry form is handled by a secure form provider. Some of these providers may store data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure your information is handled consistently with the APPs.

Storing and protecting your information

We take reasonable steps to protect your information from misuse, interference, loss and unauthorised access, modification or disclosure — including physical, electronic and procedural safeguards. We retain health records for the period required by law and securely destroy or de-identify information when it is no longer needed.

Accessing and correcting your information

You have the right to request access to the personal information we hold about you and to ask us to correct it if it is inaccurate, out of date or incomplete. To make a request, contact us using the details below. We may need to verify your identity before acting on your request.

Cookies and analytics

Our website may use cookies and basic analytics to understand how the site is used and to improve your experience. You can disable cookies in your browser settings, though some features may not work as intended.

Complaints

If you believe we have breached your privacy, please contact us first so we can try to resolve the matter. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Changes to this policy

We may update this policy from time to time. The current version will always be available on this page, with the "last updated" date shown above.