Privacy Policy

Burwood Bird & Animal Hospital
128 Highbury Road, Burwood VIC 3125
Phone: (03) 9808 9011
Email: Ad***@********et.com

Last updated: 18/6/26

1. About this Privacy Policy

Burwood Bird & Animal Hospital respects your privacy and is committed to protecting the personal information we collect and hold.

This Privacy Policy explains how we collect, use, store and disclose personal information in connection with the veterinary services, products and related services we provide.

This policy applies to information collected through our clinic, website, online forms, booking systems, email, telephone, SMS, social media, payment systems and other communications with us.

In this policy, “we”, “us” and “our” means Burwood Bird & Animal Hospital.

2. What personal information we collect

We may collect and hold personal information about clients, prospective clients, animal owners, authorised representatives and other people who interact with our clinic.

This may include:

  • your name
  • address
  • phone number
  • email address
  • date of birth, where relevant
  • emergency contact details
  • details of authorised family members, agents or carers
  • billing and payment information
  • appointment history
  • communication history with our clinic
  • insurance information, where relevant
  • information you provide through new client forms, consent forms, admission forms, estimates, emails, SMS, telephone calls or online forms
  • information about your animal, including name, species, breed, age, sex, microchip number, health history, clinical records, test results, imaging, medications, treatments, hospital records and related veterinary information
  • information about how you use our website or online services.

We generally collect information directly from you. We may also collect information from another veterinary clinic, referral hospital, laboratory, animal transport provider, insurer, rescue group, breeder, boarding facility, authorised family member or other person involved in your animal’s care.

3. Why we collect personal information

We collect, use and hold personal information so that we can provide veterinary care and operate our clinic.

This may include using your information to:

  • identify you and your animal
  • contact you about appointments, treatment, hospital care, test results, medication, reminders and follow-up care
  • provide veterinary consultations, treatment, surgery, hospital care, diagnostic testing and related services
  • prepare estimates, invoices, prescriptions, certificates, clinical records and discharge instructions
  • communicate with referral veterinarians, laboratories, specialists, emergency centres, cremation providers, pet transport providers, insurers and other service providers involved in your animal’s care
  • process payments and manage client accounts
  • send vaccination, parasite prevention, health check, medication, review and follow-up reminders
  • respond to enquiries, feedback, complaints or requests
  • manage stock, orders, prescriptions and product sales
  • meet legal, professional, insurance, regulatory and record-keeping obligations
  • improve our services, systems, training and client communications
  • administer our website, online forms, booking systems and electronic communications
  • recover overdue accounts.

4. Veterinary records and animal information

Veterinary records contain information about your animal’s health and treatment. These records may also contain personal information about you as the animal’s owner or authorised representative.

We use veterinary records to provide ongoing care, maintain accurate clinical histories, communicate with other veterinary providers and meet our professional obligations.

We may provide copies or summaries of veterinary records to another veterinary clinic, specialist, emergency centre, laboratory, insurer or other service provider where this is reasonably necessary for your animal’s care, or where you have requested or authorised us to do so.

5. Payment, overdue accounts and debt recovery

Payment is required at the time of consultation, discharge, or collection of goods or medication, unless a prior written payment arrangement has been approved by Burwood Bird & Animal Hospital.

If an account remains unpaid, we may contact you by phone, SMS, email or post to request payment.

If payment is not received, we may refer the account to a debt collection agency, solicitor or other recovery service.

For this purpose, we may disclose information reasonably necessary to recover the outstanding account, including your contact details, invoice details, payment history and relevant account correspondence.

We will only disclose information reasonably required for debt recovery.

6. Disclosure to third parties

We may disclose personal information where reasonably necessary for the operation of our clinic or the care of your animal.

This may include disclosure to:

  • veterinary specialists and referral hospitals
  • emergency veterinary centres
  • diagnostic laboratories
  • pathology providers
  • imaging providers
  • compounding pharmacies and medication suppliers
  • cremation and aftercare providers
  • pet transport and export providers
  • insurance companies, where you have made a claim or requested assistance
  • payment processors and finance providers
  • IT, cloud storage, software, website, email, SMS and booking system providers
  • debt collection agencies, solicitors or recovery services
  • professional advisers, including accountants, insurers and legal advisers
  • regulatory bodies, government agencies or law enforcement bodies where required or authorised by law.

We do not sell your personal information.

7. Use of email, SMS and electronic communication

We may contact you by phone, SMS, email or post about your animal’s care, appointments, results, reminders, invoices, account matters and clinic administration.

We may also send health reminders, service updates or information relevant to your animal’s care.

You can ask us to stop sending non-essential communications. However, we may still need to contact you about clinical care, hospital patients, outstanding accounts, safety issues, legal matters or other important clinic matters.

8. Website, cookies and online forms

When you use our website or online forms, we may collect information such as your name, contact details, animal details, enquiry details and any other information you choose to provide.

Our website may also collect technical information such as browser type, device information, IP address, pages visited and website usage data.

We may use cookies or similar technologies to help our website function, improve user experience, understand website traffic and manage online advertising or analytics.

You can adjust your browser settings to refuse cookies, although some website features may not work properly.

9. Online payments and third-party platforms

If you make a payment online, your payment may be processed by a third-party payment provider. We do not usually store complete credit card details on our own systems.

Third-party platforms may have their own privacy policies and terms. These may include payment processors, booking platforms, form providers, email providers, SMS providers, website hosting providers, cloud software providers and online store systems.

10. Social media and reviews

If you communicate with us through social media, review platforms or public online channels, we may collect and respond to information you provide.

Please avoid posting private, sensitive or detailed clinical information publicly. If a matter relates to your animal’s care, we may ask you to contact us directly so we can discuss it privately.

We will not publish identifying client information or animal clinical information without consent, unless required or authorised by law.

11. Photos, videos and case material

We may take photos or videos of animals for clinical records, monitoring, treatment planning, staff training or client communication.

12. Security of personal information

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

These steps may include physical security, password protection, access controls, secure software systems, staff training, document management procedures and secure disposal practices.

No system can be guaranteed completely secure. If we become aware of a privacy breach, we will take appropriate steps to contain and assess the issue, and will notify affected individuals or authorities where required by law.

13. Accuracy of information

We rely on the information you provide to us. Please let us know if your contact details, animal details, authorised contacts or other relevant information changes.

If the information we hold is incomplete or inaccurate, this may affect our ability to provide services, contact you, send reminders, process insurance information, manage accounts or provide appropriate care.

14. Accessing or correcting your personal information

You may request access to personal information we hold about you, or ask us to correct information you believe is inaccurate, incomplete or out of date.

Requests should be made in writing using the contact details below.

We may need to verify your identity before providing access or making changes. In some circumstances, we may be unable to provide access to certain information, including where access would affect another person’s privacy, breach confidentiality, prejudice legal matters, or where we are otherwise permitted or required to refuse access by law.

15. Retention of records

We retain personal information and veterinary records for as long as reasonably necessary for clinical, legal, professional, insurance, accounting and business purposes.

When information is no longer required, we will take reasonable steps to securely destroy it or de-identify it, unless we are required or permitted to keep it.

16. Overseas disclosure

Some of the software, cloud storage, email, booking, payment or website providers we use may store or process information outside Australia.

Where we use such providers, we take reasonable steps to use reputable services and protect the information we hold.

17. Children and authorised representatives

Where a client is under 18 years of age, or where another person is acting on behalf of an animal owner, we may require involvement or approval from a parent, guardian, owner or authorised representative.

We may communicate with authorised representatives where this is reasonably necessary for the animal’s care, account management or clinic administration.

18. Complaints and privacy concerns

If you have a concern about how we have handled your personal information, please contact us first so we can try to resolve the issue.

Practice Manager
Burwood Bird & Animal Hospital
128 Highbury Road, Burwood VIC 3125
Phone: (03) 9808 9011
Email: Ad***@********et.com

Please provide details of your concern and any relevant dates or documents. We will review your complaint and respond within a reasonable time.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

The current version will be available on our website. The date at the top of the policy shows when it was last updated.