1) Who we are and how to contact us

Business name: Darwin Eyecare
Address: 19/21 Cavenagh St, Darwin City, NT, 0800

Email:  hello@darwineyecare.com.au
Phone: 08 8999 9393

If you have questions about this policy or privacy concerns, please contact us using the details above.

2) What information we collect

We may collect personal information including:

• Identity and contact details: name, date of birth, address, email, phone number

• Health information (sensitive information): information about your eye health and general health relevant to your care, test results, prescriptions, clinical notes, referrals, Medicare/private health details where relevant

• Appointment and service information: booking details, communication preferences, purchase history (e.g. spectacles/contact lenses), warranty and service interactions

• Website and device information: IP address, browser type, pages visited, time spent, referring pages, approximate location (city/region), cookies and similar technologies

• Communications: enquiries you send us by form, email, SMS, phone, or social media

We generally collect information directly from you. We may also collect information from third parties where appropriate, such as:

• Referring optometrists/ophthalmologists or other health providers (with your consent or as permitted by law)

• Medicare, private health funds, or claims/terminal providers

• Laboratory or imaging providers (where relevant)

3) Why we collect and use your information

We collect and use personal information to:

• Provide you with optometry services and manage your care

• Book and manage appointments, including reminders and follow-ups

• Communicate with you about your care, orders, and service enquiries

• Process payments and claims (where applicable)

• Manage warranties, returns, and product servicing

• Improve our services and website experience

• Meet legal, regulatory, clinical, and insurance requirements

• Send you updates or marketing communications where you have consented or where permitted by law (you can opt out at any time)

4) Sensitive information and health information

Health information is treated as sensitive information and receives a higher level of protection. We only collect and use health information where it is necessary to provide care, run our practice safely, or where otherwise permitted by law.

5) Cookies, analytics, and online tracking

Our website may use cookies and similar technologies to improve functionality and understand how the site is used.

We may use services such as Google Analytics to collect information about website traffic and usage (for example, pages visited and time on site). This information is generally aggregated and does not aim to identify you directly.

You can control cookies through your browser settings. If you disable cookies, parts of the website may not function properly.

6) Contact forms, bookings, and online enquiries

When you submit a form or booking request through our website, we collect the information you provide so we can respond and/or arrange your appointment.

Important: Website forms and email are not always the most secure way to transmit sensitive health information. If your enquiry is urgent or highly sensitive, please call us.

7) When we disclose your information

We may disclose your personal information:

• To health providers involved in your care (e.g. referrals), with your consent or as permitted by law

• To service providers who support our operations, such as practice management software providers, appointment booking systems, IT support, payment processors, claims terminals, laboratories, and secure messaging providers

• Where required or authorised by law (e.g. to comply with a court order, mandatory reporting, or to lessen or prevent a serious threat)

We take reasonable steps to ensure third-party providers handle information securely and only for the purpose of providing services to us.

8) Overseas disclosures

Some of our service providers (such as cloud software, email platforms, analytics, or website hosting) may store or process information outside Australia.

Where overseas disclosure occurs, we take reasonable steps to ensure appropriate safeguards are in place. However, overseas recipients may not be subject to Australian privacy laws.

Common examples may include: Google, Microsoft, Meta (Facebook/Instagram), website hosting or form providers.

9) Security and storage

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Measures may include:

• Access controls and staff confidentiality obligations

• Secure systems and reputable cloud providers

• Encryption and/or secure transmission where supported

• Regular updates, backups, and security monitoring

We keep information only as long as needed for your care, business operations, and legal requirements. When information is no longer required, we take reasonable steps to destroy or de-identify it.

10) Accessing and correcting your information

You can request access to personal information we hold about you and request corrections if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

To request access or correction, please contact us. We may ask you to verify your identity. In some cases, we may charge a reasonable administrative fee (where permitted) or refuse access where allowed by law, but we will explain why.

11) Marketing preferences

If you receive marketing communications from us, you can opt out at any time by:

• Using the unsubscribe link (if provided), or

• Contacting us directly

We do not sell your personal information.

12) Children’s privacy

Our services may involve children and families. Where appropriate, we collect information about children from a parent/guardian or as permitted by law, and handle that information with particular care.

13) Complaints

If you have a privacy complaint, please contact us and we will respond within a reasonable time.

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

14) Changes to this policy

We may update this Privacy Policy from time to time. The latest version will be published on our website with the effective date below.

Effective date: 20 February 2026