About this collection notice: This collection notice applies when we collect personal information about you, including when you join or use the Best For Pet program, use the Best For Pet app, visit our clinics or use our websites. It summarises the key things you should know at the point of collection. For more details about the kinds of personal information we generally collect and hold, how we do so and the purposes for which we generally collect, hold, use and disclose individuals’ personal information, please refer to our Privacy Policy.
Who are we and our contact details? “We”, “our” and “us” is a reference to one or more related bodies corporate of NVA Australia Parent Pty Ltd ABN 21 609 622 460 and its subsidiaries. Our businesses are veterinary clinics and specialty and emergency hospitals, United Veterinary Group, Veterinary Training Centre, Vet Nurse Plus, Pet Chemist, Bamganie Pets Cremation Service and the Best For Pet Wellness Plan (including the Best For Pet app). Our contact details regarding individuals’ personal information are:
Privacy Officer, VetPartners
Level 2, Building A, The Park Estate, 5 Talavera Road, Macquarie Park, NSW 2113, Australia
Telephone: (calling from Australia) 1800 881 864 or (calling outside Australia) +61 1800 881 864
email: [email protected]
Personal information collected from third parties or where there may be limited awareness of collection: We sometimes collect personal information about individuals from someone else or in circumstances of which the individuals may not be aware. This generally occurs where we access personal information from:
- cookies set on individuals’ web browsers by others, and analytics tools and device identifiers used in our websites and apps (for example, Google Analytics);
- our existing clinic records, which we may use to pre-fill your details and your pet’s details when you sign up to the Best For Pet app;
- service providers, referees and government and migration agencies in the recruitment context;
- those who give us individuals’ contact details for emergency contact purposes;
- due diligence searches in the context of transfers of assets or company ownership.
Collection authorised or required by law: Where we are required to collect individuals’ personal information because of a court/tribunal order, we will give the individuals such notice of that, at the time, as is reasonable in the circumstances. Sometimes we collect personal information because of a legal requirement or authorisation. The circumstances for this are generally compliance with professional standards; laws governing the conduct of veterinary practices and the requirements of government agencies in the recruitment context.
Purposes of collection and consequences of non-collection: If we are unable to collect personal information from individuals, then we may not be able to implement the relevant purpose of collection, the main ones being the following:
- for transactions requested or agreed by the individuals;
- for market research;
- to inform individuals about our services and goods;
- for quality review;
- to administer our Best For Pet Wellness Plan membership accounts and to develop and inform members about events, offers and promotions and our products and services;
- to provide Best For Pet app features, including finding nearby clinics (using your device’s approximate location, with your permission), booking and managing appointments, sending booking reminders, showing your pet’s health records and plan usage, and storing photos you choose to add of your pet (which our clinic teams may also view);
- to conduct competitions and to send competition entrants details about our products and services;
- to evaluate online site and app performance, analyse individuals’ activities when they visit our online sites and apps and target online advertising to them;
- as to CCTV footage, for safety and security;
- for complaint handling purposes;
- as part of employment recruitment processes;
- for purposes primarily related to our carrying on of business, namely governance, management, audits, risk management, compliance, staff training, product development and incident responses.
Disclosure of personal information to others: Our usual disclosures of personal information are to the following:
- our service providers for their service provision to us (for example, if you use the telehealth feature in the Best For Pet app as a Wellness Plan member, we share relevant member and pet details with VetChat, our telehealth provider, so it can provide the consultation);
- our related bodies corporate;
- authorised persons who may have been named when individuals are transacting with us;
- to third parties within individuals’ reasonable expectations or where expressly permitted under applicable privacy law;
- as appropriate in connection with the conduct of veterinary services, for example to pet insurers and under professional standards and laws governing the conduct of veterinary practices.
Access, correction and complaints about personal information: Please refer to our Privacy Policy which contains information about how individuals may access their personal information held by us and seek correction of it and how they may complain about any breach of the Australian Privacy Principles that bind us or, for individuals in New Zealand, the information privacy principles under the New Zealand Privacy Act 2020. On receipt of any communications on these matters, our Privacy Officer will investigate the circumstances and endeavour to respond to the individual within the following 14 days.
Overseas transfers: We are likely to disclose personal information outside Australia, New Zealand and Singapore. Our reasons are generally in connection with services from a provider who is located, or uses locations outside one of those places, such as the Philippines and the United States (where some of our cloud and analytics service providers store or process information); for disclosures between ourselves and our other related bodies corporate; when our business which collected individuals’ personal information is in a different country to their location; and in connection with insurance arrangements, for example public liability issues involving an overseas insurer.
