Privacy Policy

Natural Hearing Pty Ltd - Last updated January 27, 2026

1. Introduction

Natural Hearing Pty Ltd (“we”, “us”, “our”) is committed to protecting your privacy and handling your personal information in an open and transparent way. This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information, including sensitive health information, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By engaging with our services, websites, forms, digital tools, or communications, you consent to the handling of your information as described in this policy.

2. Our Details

Natural Hearing Pty Ltd

ABN: 81 158 215 804

Address: 2 Tweed St, Vermont VIC 3133

Phone: 1300 039 203

Email: [email protected]

Privacy complaints should be directed to:

Vinay Kumar

Director Audiology and Owner

Email: [email protected]

3. Information that we collect

We may collect the following types of personal information:

a) Personal and contact information

• Name

• Email address

• Phone number

• Postal address

• Date of birth

b) Health and sensitive information

• Hearing test results

• Hearing health history

• Information collected through hearing assessments

• Information from FREE DIY hearing checks conducted in-centre, at visiting sites, or community programs

This information is classified as sensitive information under the Privacy Act and is handled with a higher level of care.

c) Government and eligibility information

• Pensioner or veteran status

• Hearing Services Program (HSP) details, where applicable

d) Payment information

• Limited payment details necessary to process transactions.

Payment information is handled via secure third-party systems. We do not store full payment card details.

e) Website and marketing data

• IP address

• Browser and device information

• Cookies and tracking data

• Website usage and interaction data

• Engagement with digital advertising campaigns

4. How we collect information

We collect information through:

- Our website and landing pages

- Online enquiry and appointment forms

- FREE DIY hearing checks available in our centres, visiting sites, and community programs

- Digital advertising campaigns

- Phone, email, SMS, and in-person interactions

- Appointments conducted within our hearing centres

5. Why we collect and use your information

We collect and use personal information to:

• Provide hearing assessments, treatments, and related services

• Conduct hearing tests and DIY hearing checks

• Book, manage, and follow up appointments

• Communicate with you regarding your enquiry, services, or results

• Send SMS and email communications, including reminders and relevant offers

• Improve our services, programs, and patient experience

• Meet legal, regulatory, and reporting obligations

We will not use your personal information for purposes unrelated to our services without your consent, unless required or authorised by law.

6. Marketing communications

If you provide consent, we may send marketing communications via email or SMS.

- You may opt out at any time using unsubscribe links or STOP instructions included in messages

- You can also request removal from marketing communications by contacting us directly

Transactional or service-related messages may still be sent where required.

7. Cookies, pixels, and tracking technology

Our websites and landing pages use cookies, pixels, and tags, including but not limited to:

• Google Analytics

• Google Ads

• Meta (Facebook and Instagram) pixels

These tools help us understand how visitors use our sites, improve performance, and measure advertising effectiveness. You can control cookies through your browser settings.

8. Third-party service providers

We use trusted third-party systems to operate our business, including:

- GoHighLevel (CRM and marketing automation)

- Google Analytics and Google Ads

- Meta (Facebook and Instagram advertising platforms)

- SMS and email service providers, including Twilio

- Practice management and clinical systems

- DIY hearing check technology licensed from Spinach Effect Solutions Pty Ltd

Some data may be stored or processed outside Australia by these providers. We take reasonable steps to ensure overseas recipients handle personal information in accordance with Australian privacy standards.

9. Storage and security of information

Personal information is stored both electronically and physically.

We take reasonable steps to protect information from misuse, interference, loss, unauthorised access, modification, or disclosure, including:

• Secure systems and access controls

• Staff training and confidentiality obligations

• Reputable, secure third-party platforms

10. Access, correction, and removal

You may:

• Request access to the personal information we hold about you

• Request correction of inaccurate or outdated information

• Request removal from mailing lists at any time

Requests can be made by contacting us using the details above. We will respond within a reasonable timeframe.

11. Retention of information

We retain personal and health information only for as long as required to provide services, meet legal obligations, or maintain appropriate clinical records.

12. Complaints

If you have a concern or complaint about how we handle your personal information, please contact:

- Vinay Kumar

- Director Audiology and Owner

- Email: [email protected]

We will investigate and respond promptly. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

13. Changes to this policy

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

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