Privacy Policy

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Effective Date: 01st Feb 2025

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1. Our Commitment to Your Privacy

At Delta Hearing Clinic (“Delta Hearing”, “we”, “us”, “our”), we are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy outlines how we collect, use, disclose, store, and protect your personal information in the course of providing our audiology services.

2. What Personal Information We Collect

We collect personal information that is necessary to provide you with quality hearing care services. This may include:

• Your name, date of birth, gender, address, contact details (email, phone)

• Medicare, DVA, or Centrelink details

• Health information including:

  • Hearing test results

  • Diagnostic images

  • Medical history relevant to hearing

  • Tinnitus conditions

  • Prescriptions and hearing aid settings

• Employment details (for WorkCover and pre-employment assessments)

• Language spoken and cultural background

• Information about your carers, family, or legal guardians

• Device serial numbers (e.g., hearing aids or assistive devices)

• Payment and insurance information

• Website and online test usage data

Some of this information may be classified as sensitive information under the Privacy Act and will only be collected with your consent or as required/permitted by law.

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3. How We Collect Your Information

We collect information:

• Directly from you during appointments, consultations, or when you contact us

• Through forms (online or paper), website interactions, email, or telephone

• From health providers (GPs, ENTs, hospitals) with your consent

• From third parties such as WorkCover agents, insurers, or carers

• Through participation in online hearing tests or feedback surveys

We do not knowingly collect information from children under 16 without parental or guardian consent.

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4. Why We Collect Your Information

We collect and use your personal information to:

• Provide hearing assessments, diagnosis, and treatment

• Fit and maintain hearing aids and assistive listening devices

• Manage appointments, records, and communications

• Coordinate care with GPs, ENTs, and other allied health professionals

• Verify eligibility for government-funded programs (e.g., Hearing Services Program)

• Support claims under WorkCover or similar schemes

• Comply with regulatory, legal, and clinical obligations

• Conduct internal audits, quality assurance, and training

• Provide customer support and respond to inquiries or complaints

With your consent, we may also use your information for:

• Direct marketing about relevant products or services

• Research and service improvement purposes (using de-identified data)
   

5. Disclosure of Your Personal Information

We may disclose your information to:

• Medical and health professionals involved in your care

• Hearing aid manufacturers and device suppliers

• Insurers, legal representatives, or WorkCover agents

• Government departments (e.g., Services Australia, Department of Health, DVA)

• IT providers, payment processors, or cloud-based service providers (some may be overseas)

• Research institutions (only with your consent or when de-identified)

We do not sell or rent your personal information.

Where data is disclosed to overseas recipients, we take reasonable steps to ensure it is handled in accordance with APPs.
 

6. Data Security and Storage

Delta Hearing uses secure digital systems to store your information, protected through:

• Password protection and role-based access

• Secure data encryption and backups

• Firewall and anti-malware systems

• Staff confidentiality agreements and training

Paper records, if any, are stored securely and disposed of through secure shredding when no longer required.
 

7. Accessing and Correcting Your Information

You have the right to:

• Access your personal information

• Request correction of inaccurate or outdated information

To do so, contact us using the details below. We may require you to verify your identity. We aim to respond within 60 days.
 

8. Direct Marketing and Opt-Out

With your consent, we may contact you via email, SMS, phone or mail about services, hearing aid upgrades, or relevant offers. You can opt out at any time by:

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• Emailing: admin@deltahearing.com.au

• Calling: (03) 8000 5056

• Using the unsubscribe link in our emails
   

We will still send you essential clinical updates related to your ongoing care.
 

9. Cookies and Online Tracking

Our website uses cookies to enhance your browsing experience and improve functionality. Cookies may collect anonymous traffic data, session details, and preferences.

You may disable cookies via your browser settings, but this may affect website functionality. We may use tools such as Google Analytics to evaluate site usage (no personal identifiers are collected in this process).
 

10. Retention and Destruction of Information

We retain your personal information for as long as required by law or clinical necessity. When no longer needed, it is securely destroyed or de-identified.
 

11. Making a Privacy Complaint

If you believe your privacy has been breached, please contact us:

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Privacy Officer – Delta Hearing
Email: admin@deltahearing.com.au
Phone: (03) 8000 5056
Address: 186, Coburns Rd, Melton VIC 3337

 

We will investigate and respond to your complaint within a reasonable time. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):

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Website: www.oaic.gov.au
Phone: 1300 363 992
Mail: GPO Box 5218, Sydney NSW 2001
 

12. Updates to This Policy

We may update this policy from time to time to reflect changes in legal obligations or business practices. The latest version will always be available on our website.