Privacy Policy
Hobart Hearing Care
Last updated: March 2026
At a glance
Hobart Hearing Care collects your personal and health information so we can provide you with hearing care. Here is a quick summary of how we handle it:
What we collect: Your name, contact details, date of birth, health and hearing information, and funding details (such as Medicare or Hearing Services Program numbers).
Why: To provide audiological services, coordinate your care, and meet our legal and funding obligations.
Who we share it with: Only people and organisations involved in your care or required by law — such as your GP, hearing aid manufacturers, and government programs. We never sell your information.
Where it is stored: Securely in Australia, in a cloud system that meets Australian government security standards.
Your rights: You can access your records, ask us to correct anything, change how we contact you, or make a complaint at any time.
Website: We use cookies and analytics tools on our website. See Part A below.
For the full details, read on — or contact us anytime if you have questions.
Part A — Website and Online Services
This section covers what happens when you visit our website, use our online booking, or contact us through our website.
Website analytics and cookies
Our website uses cookies and similar technologies to help us understand how people use the site and to keep it working properly. These include:
Google Analytics — tracks general website usage such as pages visited, time on site, and how visitors found us. This helps us improve the website. Google Analytics uses cookies and may collect your IP address, browser type, and device information.
Google reCAPTCHA — protects our forms from spam. This sends some interaction data to Google.
You can manage cookies through your browser settings. Most browsers allow you to block or delete cookies. If you block cookies, some parts of our website may not work as expected.
We do not use tracking tools to collect your name, health information, or other personal details. Website analytics data is used in aggregate to improve our site and is not linked to your clinical records.
For more information about how Google handles data, visit Google’s Privacy Policy.
Online booking
Our online booking is provided through CounselEar. When you book an appointment online, your name, date of birth, email address, phone number, and appointment preferences are collected by Hobart Hearing Care through the CounselEar platform. This information is used to manage your appointment and, if you become a client, will form part of your clinical record.
Your booking information is stored securely in CounselEar’s Australian-hosted system. For more about how we handle your information, see Part B below.
Contact forms and enquiries
If you contact us through our website, by email, or by phone, we collect the information you provide so we can respond to your enquiry. You may make general enquiries without identifying yourself, but we will need your details if you would like to book an appointment or receive clinical services.
Part B — Clinic Services and Patient Information
About this policy
Hobart Hearing Care is committed to protecting your privacy. We handle your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), which regulate how we collect, use, disclose, store, and secure your personal information.
This policy explains how we manage your information. Where your specific consent is needed — for example, before sharing clinical information with your GP — we will seek that separately.
Why we collect your information
We collect personal information to provide you with hearing care and related services, including:
assessing your hearing and recommending treatment
fitting and maintaining hearing devices
coordinating with other health professionals involved in your care
managing appointments, reminders, and follow-up
applying for or managing government funding such as the Hearing Services Program
meeting our legal, regulatory, and professional obligations
What information we collect
We may collect the following types of information:
Personal details: your name, date of birth, address, phone number, and email address
Funding and eligibility details: Medicare number, DVA number, Pensioner Concession Card number, or Hearing Services Program voucher details — so we can help you access government-funded services
Health and hearing information: your hearing test results, clinical notes, medical history relevant to your hearing, and information about hearing devices — this is “sensitive information” under the Privacy Act and is handled with extra care
Cultural and demographic identifiers: Indigenous status and culturally and linguistically diverse identifiers, where relevant, to help us deliver services in culturally appropriate ways (for example, arranging interpreters or specialist referrals)
Communication preferences: how you prefer to be contacted and what types of messages you are happy to receive
We may also confirm or update your details from time to time to make sure your records are accurate.
How we collect your information
We collect information:
directly from you, during appointments, by phone, email, text, or through our online booking and forms
from other health professionals such as your GP, ENT specialist, or another audiologist, with your consent or where clinically necessary
from family members, guardians, or support persons, where it is impractical to collect it directly from you and we have your consent or it is authorised by law
How we use your information
We use your information to:
provide and manage your hearing care
book appointments and send reminders, confirmations, and recall notices
write clinical reports and letters for your GP, specialist, or other health professionals
order hearing devices and accessories from manufacturers
apply for funding or manage your Hearing Services Program profile on your behalf
respond to your questions or concerns
meet our legal and regulatory obligations
Service communications: We will contact you for appointment reminders, recall notices, clinical follow-up, and information directly related to your care. These are part of providing our service.
Promotional messages: Occasionally, we may let you know about special offers or services that may be relevant to you. If you prefer not to receive promotional messages, let us know and we will update your preferences straight away. You can opt out at any time without affecting your care.
Who we share your information with
We only share your information when it is necessary for your care, authorised by you, or required by law. This may include:
Your GP, specialist, or other health professionals — for referrals, reports, and care coordination. We will ask your permission before sending clinical information to another provider.
Hearing device manufacturers — for orders, warranties, repairs, and technical support
Government bodies — such as the Department of Health and Aged Care for Hearing Services Program administration, or Services Australia for Medicare claims
Our software and IT providers — including our clinical management system, appointment booking platform, cloud storage, and secure communication tools. These providers store data in Australia and operate under contractual privacy obligations.
Payment providers — for processing transactions
Your nominated family member or support person — where you have given us permission
We do not sell your personal information to anyone, and we do not share it for marketing purposes.
Hearing Services Program records
If you receive services through the Hearing Services Program, your clinical records produced by Hobart Hearing Care (or previous audiology providers) are considered property of the Commonwealth. This means:
If the Commonwealth requests access to your records for audit or program purposes, we are required to provide them
If you transfer to another audiology provider and have received services from us within the past seven years, we are required to send a copy of all your relevant records to your new provider
Overseas disclosure
Your clinical records and core systems are stored securely in Australia. Some services we use for email, SMS, and website functionality may process data through servers located outside Australia as part of standard delivery infrastructure. We select providers that are contractually bound to protect your information in accordance with Australian privacy standards.
We do not directly disclose your personal information to any overseas recipient.
How we store and protect your information
We take reasonable steps to protect your information from misuse, loss, unauthorised access, and disclosure. These steps include:
storing records electronically in a secure cloud system that meets IRAP certification (an Australian government security standard), with data stored in Australia
minimising paper records by scanning documents into our secure system and destroying paper copies where appropriate
securing any necessary paper records in locked storage with staff-only access
maintaining secure physical premises
ensuring staff who handle personal information are trained in privacy and confidentiality and only have access to the information they need for their role
How long we keep your records
We retain your records for a minimum of seven years from your last appointment or recorded contact with us. After that period, records may be securely destroyed. For clients seen under the Hearing Services Program, Commonwealth record-keeping requirements may apply.
Accessing or correcting your information
You have the right to:
Access your personal information and clinical records
Request corrections if you believe any details are inaccurate, incomplete, or out of date
To request access or a correction, simply contact us using the details below. We may ask you to verify your identity before releasing records.
We will respond within 30 days. In most cases, there is no charge. If a request involves a large volume of records, we will let you know of any costs before proceeding.
How to make a privacy complaint
If you believe your privacy has been breached, or you are unhappy with how we have handled your personal information, we want to hear about it.
Step 1 — Contact us directly Raise your concern with Jackie Misson, Clinic Director (details below). You can do this by phone, email, or in writing.
Step 2 — We will investigate We will acknowledge your complaint promptly, investigate the matter, and respond to you within 30 days. If we need more time, we will let you know.
Step 3 — If you are not satisfied If you are not happy with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Phone: 1300 363 992
Mail: GPO Box 5218, Sydney NSW 2001
Data breaches
If we become aware of a data breach that is likely to result in serious harm to you, we will:
take immediate steps to contain the breach and reduce any potential harm
assess the breach as required under the Notifiable Data Breaches scheme
notify you and the Office of the Australian Information Commissioner if the breach meets the threshold for notification
provide you with information about what happened, what information was involved, and what steps you can take
Updates to this policy
We may update this policy from time to time to reflect changes in legislation, our services, or how we operate. We recommend checking this page periodically. Where changes are significant, we will take reasonable steps to let you know.
Contact us
Hobart Hearing Care Director: Jackie Misson
Phone: (03) 6292 5607
Email: info@hobarthearingcare.com.au
Address: Lower Ground, 295 Macquarie St, Hobart TAS 7000