1. Introduction
1.1 Natural Relieve (ABN 52411545517) (we, us, our), which operates the website – www.naturalrelief.com.au – recognises the importance of protecting the privacy and the rights of individuals in relation to their personal information.
1.2 This privacy policy sets out our commitment to protecting the privacy of your personal information and how it is collected, whether through our website (Site), directly from you, or otherwise.
1.3 We respect your rights to privacy under the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles, and we manage the collection and disclosure of your personal information in accordance with these requirements.
1.4 We also uphold your rights to privacy if you are based in the European Union, in accordance with the General Data Protection Regulation (EU) (GDPR). Your rights under the GDPR are listed in clause 12.
1.5 If you do not wish to provide personal information to us, then you do not have to do so. However, this may affect your use of this Site or any products and services offered on it.
2. What is your personal information?
2.1 When used in this privacy policy, the term “personal information” has the meaning given to it under the Privacy Act and GDPR.
2.2 In general terms, it is any information that can be used to personally identify you. This may include your name, address, telephone number, email address and profession or occupation.
2.3 If the information we collect personally identifies you, or you are reasonably identifiable from it, the information will be considered personal information.
2.4 We may also collect some information that is not personal information because it does not identify you or anyone else. For example, we may collect anonymous answers to surveys or aggregated information about how users operate on our website.
2.5 Your personal information will not be shared, sold, rented or disclosed other than as described in this privacy policy.
3. What information we may collect from you
3.1 We may collect the following personal information from you:
names;
date of birth;
email address;
telephone number;
medical information;
various forms of identification;
billing, mailing, and/or residential address;
banking, credit card, or other online payment details to process purchases; and
emergency contact details, including next of kin.
3.2 We collect personal information about you so that we can perform our business activities and functions and to provide the best possible quality of customer service. We collect, hold, use and disclose your personal information for the following purposes:
to provide our services to you;
to book, confirm and reschedule appointments;
to allow us to conduct our business functions;
to conduct internal record keeping;
to identify and understand client needs;
to enable us to process your personal data;
to personalise and customise your experiences on our Site;
to send communications requested by you;
to answer enquiries and provide information or advice about existing and new services;
to conduct market research, business development and marketing activities (including direct marketing);
for our internal administrative, marketing and planning requirements;
to send you promotional information about our products and services and about third parties that we think you may find interesting; and
to comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in cooperation with any governmental authority.
4. How do we collect your personal information?
4.1 We collect your personal information directly from you unless it is unreasonable or impracticable to do so. When collecting personal information from you, we may collect in ways including:
when you make an enquiry about our services;
during any and all calls between you and our representatives;
when you fill in any of our online forms, including when downloading free publications or making online bookings;
through your access and use of our website, including when you register as a member;
during conversations between you and our representatives or through any other means or platforms, including social media;
when you ask to be placed on one of our subscription/mailing lists;
when you become a client or customer of ours or otherwise use our services;
when you use or access our social media pages, which may be collected through use of web analytics tools, 'cookies' or other similar tracking technologies that allow us to track and analyse your Services usage; and
when you visit any links shared via our social media posts, emails or other landing pages.
5. What happens if we can’t collect your personal information?
5.1 If you do not provide us with the personal information described above, some or all of the following may happen:
we may not be able to provide our products or services to you, either to the same standard or at all;
we may not be able to provide you with information about services that you may want, including information about special promotions; or
we may be unable to tailor the content of our website to your preferences and your experience of our website may not be as enjoyable or useful.
6. Our website
Site User Tracking Experience
6.1 We may use tracking software to review and improve your experience of our Site, Surveys and landing pages. In particular, we may use Facebook Pixel, Google Analytics, and other similar tools.
6.2 We may use advertising products, such as Remarketing with Facebook, Google Analytics and Google Analytics Demographics and Interest Reporting. Google Analytics collects data about our Site traffic via Google Advertising cookies and anonymous identifiers.
6.3 Data collected via these Google products is not linked with any personally identifiable information you submit while on our Site. If you wish to opt out of the Google Analytics data collection, you may do so on Google's Site at tools.google.com/dlpage/gaoptout.
Cookies
6.4 When you access our Site, we may send a “cookie” (which is a small summary file containing a unique ID number) to your computer. This enables us to recognise your computer and greet you each time you visit our website without bothering you with a request to register. It also enables us to keep track of services you view so that, if you consent, we can send you news about those services.
6.5 We also use cookies to measure traffic patterns, to determine which areas of our website have been visited and to measure transaction patterns in the aggregate.
6.6 We use this to research our users’ habits so that we can improve our online services. Our cookies do not collect personal information. If you do not wish to receive cookies, you can set your browser so that your computer does not accept them. We may log IP addresses (that is, the electronic addresses of computers connected to the Internet) to analyse trends, administer the website, track users’ movements, and gather broad demographic information.
6.7 The website may contain content and sharing tools embedded from various social networks, such as Facebook. These suppliers may use and place cookies on your device. We do not have access to, and cannot control, these cookies or the personal data and information that they may collect. You therefore need to check the websites of these suppliers to get further information on how they manage cookies and what information their cookies collect.
Security
6.8 As our website is linked to the Internet, and the Internet is inherently insecure, we cannot provide any assurance regarding the security of transmission of information you communicate to us online.
6.9 We also cannot guarantee that the information you supply will not be intercepted while being transmitted over the Internet. Accordingly, any personal information or other information which you transmit to us online is transmitted at your own risk.
Links
6.10 We provide links to websites outside of our website, as well as to third party websites. These linked sites are not under our control, and we cannot accept responsibility for the conduct of any companies, businesses, affiliates, advertisers and sponsors, linked to our website.
6.11 Before disclosing your personal information on any other website or to any third party, we advise you to examine the terms and conditions of using that websites and its privacy policy. Third party websites are responsible for informing you about their own privacy practices.
7. Who do we disclose your information to?
7.1 We may disclose your personal information to:
our directors, employees, agents, contractors or service providers, including, without limitation, consultants web hosting providers, IT systems administrators, mailing houses, couriers, payment processors, data entry service providers, electronic network administrators, debt collectors, and professional advisors such as accountants, solicitors, business advisors, for the purposes of operating our website or our business, fulfilling requests by you, and to otherwise provide services to you;
suppliers and other third parties with whom we have commercial relationships, for business, marketing, and related purposes, which may include overseas parties;
credit reporting agencies and courts, tribunals, regulatory authorities where customers fail to pay for goods or services provided by us to them, and other law enforcement officers as required by Law; and
any other organisation for any authorised purpose with your express consent.
7.2 We only disclose this information if the third party has agreed to comply with the standards in our privacy policy.
7.3 If there is any change or potential change to the control of our business pursuant to the sale, assignment or transfer of the business, or business assets, its assets and/or liabilities, we reserve the right to sell, assign and/or transfer our user databases, together with any personal information and non-personal information contained in those databases to the extent permitted by law. In that event, your personal information may be disclosed to a potential purchaser, assignee or transferee, however any disclosures will only be made in good faith and where confidentiality is maintained.
8. Direct marketing materials
8.1 We may send you direct marketing communications and information about our services that we consider may be of interest to you. These communications may be sent in various forms, including mail, SMS, fax and email, in accordance with applicable laws, such as the Spam Act 2003 (Cth).
8.2 If you indicate a preference in regard to a method of communication, we will endeavour to use that method whenever practical to do so.
8.3 In addition, at any time you may opt-out of receiving marketing communications from us by contacting us (see the details below) or by using opt-out facilities provided in the marketing communications and we will then ensure that your name is removed from our mailing list.
8.4 We do not provide your personal information to other organisations for the purposes of direct marketing.
9. Accessing, correcting and deleting your information
Access
9.1 You may request access to any personal information we hold about you at any time by contacting us (see the details below).
9.2 We may charge a fee for the cost of retrieving and supplying this information to you, however, we will not charge you for simply making the request and will not charge you for making any corrections to your personal information.
9.3 We may need to verify your identity before providing you with personal information. We will endeavour to provide access to this information within 30 days of your request, unless there is an exception which applies under the Privacy Act.
9.4 There may be situations where we are not required to provide you with access to your personal information. If we refuse to give you access to your personal information, we will provide you with a written notice stating the reasons for our refusal, including any relevant exception under the Privacy Act.
Correction
9.5 If you believe that any personal information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us using the contact details below.
9.6 We will respond to your request to correct your personal information within a reasonable time. If we refuse your request, we will provide you with written notice stating the reasons for our refusal and the process for you to make a complaint about our refusal.
Deletion
9.7 You may request the deletion of any personal information we hold about you at any time by contacting us (see the details below).
9.8 If you request that your personal information is deleted, we will take reasonable steps to delete it unless we need to keep it for legal reasons. If we refuse your request, we will provide you with a written notice stating the reasons for our refusal and the process for you to make a complaint about our refusal.
10. Complaints and Contacting Us
10.1 If you have any questions or complaints about our privacy policy, or if you believe that we have breached the Australian Privacy Principles, or any applicable privacy laws, please contact us using the contact details below. Please include your name, email address and telephone number and clearly describe your complaint.
10.2 We will acknowledge your complaint and respond to you regarding your complaint within a reasonable period of time, advising you of the outcome and any action we have taken to address your complaint.
10.3 If you are not satisfied with our response, you may also contact the Office of the Australian Information Commissioner (OAIC).
11. GDPR (General Data Protection Regulation)
11.1 If you are based in the European Union, in addition to your rights set out above, the GDPR provides you with the following rights:
Right to rectification
11.2 The right to have any incomplete or inaccurate personal data we hold about you corrected.
Right to erasure
11.3 The right to request that we delete or remove your personal data from our systems where there is no good reason for us continuing to process it.
Right to object
11.4 The right to object to our processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground.
Right to restrict processing
11.5 The right to request that we restrict the processing of your personal data. This enables you to ask us to suspend the processing of personal data about you, for example if you want us to establish its accuracy or the reason for processing it.
Right to data portability
11.6 The right to request the transfer of your personal data to another party, in certain formats, if practicable.
Right to withdraw consent
11.7 The right to withdraw consent at any time where we are relying on consent to process your personal data.
12. Changes to this Privacy Policy
12.1 We reserve the right to make amendments to this privacy policy at any time. If you have objections to the privacy policy, you should not access or use the site.
12.2 You may contact us by email: naturalreliefclinic@gmail.com
