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Privacy Policy

Effective date: 23 July 2026 · Last updated: 23 July 2026

New Sound Hearing Pty Ltd (“New Sound Hearing”, “we”, “us” or “our”) is a local, independent audiology clinic operating at Pemulwuy, New South Wales. We are committed to protecting the privacy and confidentiality of the personal and health information entrusted to us by our patients, their carers, website visitors and other individuals.

This Privacy Policy explains how we collect, hold, use, disclose and protect your personal information, and how you can access or correct that information or make a complaint. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and, because we are a health service provider, the Health Records and Information Privacy Act 2002 (NSW) (the HRIP Act) and its Health Privacy Principles. As a provider of health services, these laws apply to us regardless of our annual turnover.

1. The information we collect

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. Sensitive information is a subset of personal information that includes health information, and generally attracts a higher level of protection under privacy law.

Personal information

Depending on your interaction with us, we may collect:

  • Your name, date of birth and gender;
  • Contact details, including your address, telephone or mobile number and email address;
  • Your Medicare number, Department of Veterans’ Affairs (DVA) number, pension or concession card details, and private health fund details;
  • Your Hearing Services Program (HSP) client details and eligibility information;
  • Employer, workers’ compensation or insurer details (for example icare / workers insurance claims and pre-employment screening);
  • Payment and billing information; and
  • Details of your enquiries, appointments and correspondence with us.

Health and other sensitive information

As an audiology clinic, we collect health information that is necessary to provide our services, which may include:

  • Your hearing test and diagnostic assessment results, audiograms and clinical reports;
  • Your medical history, symptoms (including tinnitus), medications and relevant health conditions;
  • Details of hearing aids and devices prescribed, fitted, programmed or serviced; and
  • Referrals to and from your GP, ENT specialist or other health practitioners.

We collect sensitive information only where it is reasonably necessary for our functions or activities and, in general, with your consent, or where the collection is otherwise required or authorised by law.

2. How we collect your information

We collect personal information in a number of ways, including:

  • Directly from you — in person at the clinic, over the phone, by email, or when you complete our contact form, appointment booking or intake forms;
  • From your carer, family member or authorised representative, where appropriate;
  • From your GP, referring practitioners, other health providers or hospitals;
  • From government programs and agencies such as the Hearing Services Program, Medicare and DVA, and from insurers or employers where relevant; and
  • Through our website, including analytics and cookies (see section 6).

Where it is reasonable and practicable to do so, we collect personal information directly from you. If we receive information about you from a third party and it is not necessary for us to hold it, we will deal with that information in accordance with our legal obligations.

3. Why we collect, hold, use and disclose your information

We collect and use your personal and health information to:

  • Provide hearing tests, diagnostic assessments, tinnitus support, wax removal and other clinical services;
  • Prescribe, fit, program and service hearing aids and other devices;
  • Manage your appointments, care and clinical records;
  • Process claims and payments through the Hearing Services Program, Medicare, DVA, private health funds, insurers or employers;
  • Communicate with you about your care, results, follow-up and appointment reminders;
  • Respond to your enquiries and provide customer support;
  • Meet our legal, regulatory, accreditation and professional obligations; and
  • Improve and administer our services and website.

Who we may disclose your information to

We may disclose your personal information to:

  • Your GP, referring practitioner, ENT specialist or other treating health professionals involved in your care;
  • Hearing aid manufacturers and suppliers, for the purpose of ordering, fitting, programming and servicing your devices;
  • The Hearing Services Program, Medicare, DVA, private health funds, icare / workers insurance, other insurers or your employer, where relevant to your services or claim;
  • Our staff, contractors and professional advisers who need the information to help us provide our services;
  • Third party service providers who support our practice, such as IT, secure records, communications and payment providers; and
  • Government agencies, courts or other parties where required or authorised by law.

We do not sell your personal information. We will only use or disclose your information for the purpose for which it was collected, for a directly related secondary purpose you would reasonably expect, with your consent, or as otherwise permitted or required by law.

4. Direct marketing

From time to time we may use your contact details to send you information about our services, offers, health tips or appointment reminders that may be of interest to you. We will only do so where permitted under the Privacy Act 1988 (Cth) and the Spam Act 2003 (Cth). Every marketing message will include a simple way to opt out or unsubscribe. You can also ask us at any time to stop sending you marketing communications by contacting us using the details in section 11.

5. Keeping your information secure and accurate

We take reasonable steps to protect your personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps include physical security at our clinic, secure storage of paper and electronic records, access controls, staff confidentiality obligations, and secure IT systems.

We also take reasonable steps to ensure the personal information we hold is accurate, up to date, complete and relevant. Please let us know if any of your details change or if you believe our records are incorrect.

If we experience a data breach that is likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth), including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.

6. Our website, cookies and analytics

When you visit newsoundhearing.com.au, we may collect information such as your IP address, browser type, device information, the pages you view and how you interact with our site. We use cookies and similar technologies, together with tools such as web analytics and social media pixels, to help our website function, to understand how it is used and to improve it.

These tools may be provided by third parties (for example analytics and social media platforms), which may collect information in accordance with their own privacy policies. You can manage or disable cookies through your browser settings, although some parts of our website may not function properly as a result.

Our website may contain links to third party websites and social media pages (including Facebook, Instagram and LinkedIn). We are not responsible for the privacy practices of those third parties and encourage you to review their privacy policies.

7. Disclosure of information overseas

We primarily store and handle your personal information in Australia. Some of our third party service providers — such as cloud hosting, communications, analytics or hearing aid manufacturers — may store or process information overseas. Where this occurs, we take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles and this Policy.

8. How long we keep your information

We retain your health and personal information for as long as necessary to provide our services and to meet our legal and professional obligations. Health records are generally retained for a minimum of 7 years from the date of last service. For a patient who was under 18 at the time of the last service, we retain records until that person reaches 25 years of age. When information is no longer required and we are not legally obliged to keep it, we take reasonable steps to destroy or de-identify it securely.

9. Accessing and correcting your information

You have the right to request access to the personal and health information we hold about you, and to ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, please contact us using the details in section 11. We may need to verify your identity before providing access.

We will respond to your request within a reasonable period. In most cases access is provided free of charge, though a reasonable fee may apply for the time and cost involved in supplying the information. If we are unable to provide access or make a correction, we will explain our reasons in writing and let you know how you can complain.

10. Complaints

If you have a concern or complaint about how we have handled your personal information, please contact us first using the details in section 11 so we can try to resolve it. We take privacy complaints seriously and will respond as quickly as possible.

If you are not satisfied with our response, you can contact:

  • the Office of the Australian Information Commissioner (OAIC) — www.oaic.gov.au, or 1300 363 992; or
  • the NSW Information and Privacy Commission (IPC) — www.ipc.nsw.gov.au, or 1800 472 679.

11. How to contact us

If you have any questions about this Privacy Policy, or wish to access or correct your information or make a complaint, please contact us:

New Sound Hearing Pty Ltd
Address: Shop 2A, Pemulwuy Market Place, Corner of Greystanes Road and Butu Wargun Drive, 70 Butu Wargun Drive, Pemulwuy NSW 2145
Phone: 0452 303 344
Email: info@newsoundhearing.com.au
Website: newsoundhearing.com.au

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology or legal obligations. The current version will always be available on our website, and the “Last updated” date at the top of this page shows when it was last revised. We encourage you to review this Policy periodically.

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