At North Richmond Vet Hospital, your privacy is important to us. We are committed to protecting the personal information of our clients and their pets. This policy outlines how we collect, use, store, and disclose your information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

1. What Information We Collect

We may collect the following types of personal information:

•  Your name, address, phone number, and email
• Your pet’s details (e.g. name, species, breed, medical history)
• Payment and billing details
• Records of your visits and treatment history
• Communication records (e.g. emails, call notes, SMS reminders)

We collect this information to provide veterinary services and maintain accurate medical records for your pet.

2. How We Collect Information

We collect information when you:

• Book an appointment (online, by phone, or in person)
• Fill out new client or consent forms
• Request products or services
• Communicate with our team
• Visit our website or engage with our digital platforms (including cookies, if applicable)

3. Why We Collect Your Information

We collect and use your information to:

• Deliver veterinary care to your pet
• Contact you about appointments, test results, or follow-ups
• Send health reminders (e.g. vaccination or dental checks)
• Process payments and manage accounts
• Comply with legal or regulatory obligations

We will only use your personal information for the purposes it was collected or with your consent.

4. How We Store and Protect Your Information

Your information is stored securely in our practice management software and other digital systems. We take reasonable steps to protect your information from misuse, interference, loss, and unauthorised access or disclosure.

If your information is no longer needed, we will take steps to securely destroy or de-identify it. 

5. Disclosure of Personal Information

We may disclose your information to:

• Veterinary specialists or referral hospitals (with your consent)
• Diagnostic labs or imaging providers
• Pet insurance providers (if you request assistance with claims)
• Regulatory authorities if required by law We will not sell or rent your personal information to any third parties.

6. Accessing and Correcting Your Information

You have the right to request access to the personal information we hold about you. You can also request corrections if your information is inaccurate, outdated, or incomplete. Please contact us in writing to make a request.

7. Website and Digital Platforms

If you use our website, we may collect non-personally identifiable information via cookies or analytics tools to improve our site and services. You can disable cookies via your browser settings.

8. Questions or Concerns

If you have any questions about our privacy practices, or if you believe your privacy has been breached, please contact us directly

We will do our best to resolve any concerns promptly and respectfully.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).