Your Privacy

Last updated: 19 July 2023


The Animal Referral and Emergency Centre is an APP Entity as defined by the Privacy Act 1988 (Cth). This means we must follow the Australian Privacy Principles (APPs). You should read this policy carefully and ask us if you are unsure of anything. 

Information we collect

We collect information from you directly when you use our services or website, or if you are a referring vet. This information could be your name,  email address, telephone number, credit card details, or address. 

We also collect information about you from other sources such as:  

  • When your pet is referred to us by another vet they will give us your contact details. 
  • A pet may be brought to our hospital and we will scan its chip for the registered owners.  
  • The hospitals have CCTV cameras that will record videos of you. 
  • Our website may store your IP address or social media handles.  
  • People who know you own a pet in our care may contact us and tell us your information. 


Information that can reasonably identify you, it is personal information and we will handle it and use in the ways we explain in this policy and when we collect it from you.  

We also collect information that might not identify you. We will treat this as personal information if that information can identify you later.  

SENSITIVE Information may be collected from you

  • If we help you to apply for finance with VetPay. 
  • If we help you apply for Centrepay.  
  • If you share it with us without us asking for it. 


We use the information we collect to deliver our services to you and to improve how we do things. Our services that use your information include:  

  • Contacting you when your pet comes to our hospital.  
  • Making a record of your details for payment and contact purposes. 
  • Updating you about to your pet’s condition.  
  • Finance applications. 
  • Taking payment for our services.  
  • Letting you know about new treatments for your pet.  


We also use your personal information in ways you would reasonably expect that are related to why we collected the information.  

We can use your personal information in any way that you consent to. This might be a social media post about your pet or responding to a review. 

We only market to you and send you adds if you have requested it. You can opt out of our marketing at any time by unsubscribing or contacting us by phone or email.


We may share your personal information if you agree. We may also share your personal information if you would expect us to share it and the reason for sharing is related to why we collected your information.  

The services we share your information with, and their privacy policies, are in a table at the end of this policy. 

We may need to share your information for legal reasons. This might be when a law or court order asks for it, or if a law enforcement agency such as the police need it for an investigation. 

We may sell one of our businesses. The purchaser will guarantee they have similar privacy policies if this happens.  


We take reasonable steps to protect your information and our IT service audits our storage regularly. Information may be stored in third party services such as email servers or our practice software SpecVet. Credit card information is encrypted and is not stored by us. 

Your information will only be sent to or stored in countries that have privacy laws like Australia’s. 

We only keep your information for as long as we need to. We then delete or de-identify your information. 

We will tell you of any breach where your information was accessed. 


You can review, correct, update, and access your personal information by contacting us and requesting it. The contact details for our Privacy Manager are: 

4 Lang Road, Broadmeadow NSW 2292 

02 4957 7106 


A cookie is a small file placed in your web browser that tracks the sites you visit. Use of cookies allows us to improve our website.  

Cookies and pixels may be used to serve ads to you through services like Google and Facebook. These ads may appear on this website or other websites you visit. 


This website may contain links to other websites. Read their privacy policies if you visit those websites. 


You can make a complaint if you think we have mishandled your personal information. Write to our Privacy Manager using the details above and tell us what we did wrong and how we can make it up to you.  

We will consider your complaint and give you a written response within 45 days.  

You can contact the Office of the Australian Information Commissioner (OAIC) if you do not like our response. 

The OAIC can be contacted via their website (, mail GPO Box 5288, Sydney NSW 2001, or you can call their enquiries line 1300 363 992.