Privacy Policy

Privacy Policy

Wang To Hear is committed to protecting your privacy and handling your personal and health information with care, respect, and confidentiality.

This Privacy Policy explains how we collect, use, store, and disclose personal information and health information when you use our website, book an appointment, attend our clinic, purchase products, or receive hearing care services from us.

1. Information We Collect

We may collect personal information and health information that is reasonably necessary to provide hearing care and related services.

This may include:

• your name, date of birth, contact details, address, and emergency contact details;

• appointment and booking information;

• Medicare, Hearing Services Program, private health insurance, NDIS, WorkCover, DVA, or other funding information where applicable;

• relevant medical history, ear health history, hearing history, tinnitus history, communication needs, lifestyle information, and clinical concerns;

• hearing test results, tympanometry results, speech test results, otoscopy findings, wax removal notes, hearing aid fitting information, device settings, and clinical recommendations;

• records of hearing aids, accessories, repairs, warranties, maintenance agreements, and follow-up care;

• payment, invoice, rebate, and account information;

• correspondence with you, including emails, phone calls, SMS messages, website enquiries, and consent forms.

We may also collect limited website information, such as website enquiry details or basic analytics information, where you interact with our website.

2. How We Collect Information

We may collect information directly from you when you:

• book an appointment;

• complete a consent form, intake form, or case history form;

• attend a consultation;

• contact us by phone, email, website form, SMS, or in person;

• purchase hearing aids, accessories, or services;

• request repairs, maintenance, warranty support, or hearing aid adjustments.

Where relevant, we may also collect information from third parties, such as:

• your GP, ENT specialist, or other health professional;

• a parent, guardian, carer, family member, or authorised representative;

• the Hearing Services Program, NDIS, DVA, WorkCover, private health insurer, or other funding body;

• hearing aid manufacturers, repair centres, or software providers;

• previous hearing care providers, where you have authorised the transfer of your records.

3. Why We Collect and Use Your Information

We collect and use your information for purposes related to providing hearing care and managing our clinic.

This may include:

• confirming your identity and contact details;

• booking and managing appointments;

• assessing your hearing, ear health, communication needs, and clinical suitability for services;

• providing hearing tests, wax removal, hearing aid advice, hearing aid fitting, follow-up care, repairs, and maintenance;

• preparing clinical notes and maintaining health records;

• ordering hearing aids, earmoulds, accessories, and replacement parts;

• managing warranties, repairs, manufacturer support, and device programming;

• processing payments, invoices, receipts, rebates, and funding claims;

• communicating with you about appointments, results, recommendations, products, repairs, and follow-up care;

• meeting legal, professional, clinical, insurance, and record-keeping obligations;

• responding to enquiries, feedback, complaints, or requests for access to information.

We will only use your information for the purpose for which it was collected, a related purpose you would reasonably expect, where you have consented, or where required or authorised by law.

4. Disclosure of Information

We may disclose relevant information to third parties where reasonably necessary for your care, administration, funding, or legal compliance.

This may include disclosure to:

• your GP, ENT specialist, or other healthcare provider involved in your care;

• hearing aid manufacturers, suppliers, repair centres, or earmould laboratories;

• clinical software, practice management, booking, payment, or communication service providers;

• the Hearing Services Program, NDIS, DVA, WorkCover, private health insurers, or other funding bodies where applicable;

• Medicare, government agencies, regulators, insurers, legal advisers, or professional advisers where required;

• a parent, guardian, carer, interpreter, or authorised representative, where appropriate and permitted.

We do not sell your personal or health information.

5. Consent

By attending an appointment, completing a form, purchasing products, or receiving services from Wang To Hear, you consent to the collection, use, and disclosure of your personal and health information as reasonably necessary to provide your hearing care and manage related services.

You may withdraw or limit your consent where possible. However, this may affect our ability to provide certain services, process claims, order products, communicate with other providers, or manage repairs and warranties.

6. Storage and Security

We take reasonable steps to protect your personal and health information from misuse, loss, unauthorised access, modification, or disclosure.

Your information may be stored in electronic clinical record systems, secure business systems, email systems, payment systems, or physical records where applicable.

We use reasonable administrative, technical, and physical safeguards to protect the information we hold. However, no method of electronic transmission or storage is completely secure.

7. Clinical Records

Wang To Hear maintains clinical records as part of providing hearing care.

Clinical records may include case history, consent forms, test results, clinical notes, hearing aid settings, device details, recommendations, correspondence, invoices, and records of services provided.

We retain clinical records in accordance with applicable legal, professional, and clinical record-keeping requirements.

8. Accessing or Correcting Your Information

You may request access to the personal or health information we hold about you.

You may also request correction if you believe your information is inaccurate, incomplete, or out of date.

We may need to verify your identity before providing access or making corrections. In some circumstances, access may be refused or limited where permitted by law.

9. Website and Online Enquiries

When you use our website or submit an online enquiry, we may collect the information you provide, such as your name, contact details, message, and appointment request.

Our website may use basic analytics or cookies to help us understand website usage and improve our services. You can adjust your browser settings to refuse or delete cookies.

Please avoid sending sensitive clinical information through website forms unless necessary.

10. Communication

We may contact you by phone, SMS, email, or post about your appointments, clinical care, hearing aids, repairs, invoices, recalls, follow-up reminders, or service updates.

We may send you general clinic updates or promotional information where permitted. You can ask us to stop sending marketing communications at any time.

11. Complaints

If you have concerns about how your personal or health information has been handled, please contact Wang To Hear first so we can review and respond to your concern.

We will take privacy complaints seriously and aim to respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner or another relevant privacy or health complaints body.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be published on our website.

13. Contact Us

If you have any questions about this Privacy Policy, or if you would like to request access to or correction of your information, please contact us.

Wang To Hear
Suite 412, 89 High Street
Kew VIC 3101
Phone: 03 9067 7769
Website: www.wangtohear.com.au