Specsavers Privacy Policy ANZ

Your privacy is important to us. You have trusted us to take care of your eyes and/or your hearing needs and you can also trust us with your personal details.

This Privacy Policy sets out Specsavers’ practices in relation to the collection, use, disclosure and handling of personal information in accordance with the Privacy Act 1988 and Australian Privacy Principles in Australia, and the Privacy Act 2020 and Health Information Privacy Code 2020 in New Zealand.

In this Privacy Policy, references to Specsavers, we, our and us means Specsavers Pty Ltd (ACN 097 147 932) and Specsavers New Zealand Limited (CN 2116682) and other members of the Specsavers group in Australia and New Zealand including each Specsavers store. When we refer to you, we mean the person whose personal information we collect, use and process.

What type of personal information does Specsavers collect?

In order to provide the best possible customer experience, Specsavers may ask you to provide personal information. We may collect the following information about you:

your full name, date of birth, health fund details, Medicare number and relevant information from government agencies (such as Centrelink, Department of Veterans Affairs, Ministry of Health and/or the Accident Compensation Corporation);

contact details, including address, phone number and email;

health information, including eye and hearing test results, other optometric and audiological records, diagnostic images of the eye and ear, past and present health conditions, prescribed medication, optical and hearing prescriptions and any other health information provided by you or your healthcare provider;

your payment details;

information about your lifestyle, occupation/ employment and hobbies;

facial images taken when you use our virtual try-on technology (this information is captured for short-term use and is deleted after 30 days);

details of your visit to our website and any transactions you carry out or forms you fill in on the website;

information collected for employment purposes or if you apply for a job with Specsavers; and

any other information you have voluntarily provided to us.

For certain services, Specsavers is required to collect specific information as part of our legal and regulatory obligations, including without limitation, under the Health Practitioner Regulation National Law as enacted in each state and territory of Australia and the Hearing Services Rules of Conduct 2012. If you refuse to provide us with this information, we may not be able to provide health services to you.

Some personal information we collect is sensitive information. Sensitive information includes health information including things like medical history, prescriptions, retinal images and health conditions. We collect Sensitive Information in order to provide health services to you. Sensitive information will be used and disclosed only for the purpose for which it was provided, or a directly related secondary purpose, unless you agree otherwise, or where certain other limited circumstances apply (for example, where required by law or necessary for the protection of a person/persons).

How does Specsavers collect personal information?

Specsavers will collect personal information directly from you unless it is not reasonably practicable to do so. We may collect personal information from you in various ways, including:

when you visit a Specsavers Store for an eye test, hearing test or other services or to purchase or enquire about our products,

when you visit the Specsavers website, including where you use our virtual try-on tool;

when you attend a Specsavers event, pop-up or privately arranged service;

when you book an eye test or hearing test or make an enquiry over the phone, through our website or other electronic means;

when you enter our competitions and trade promotions;

when you apply for a job with us;

when you provide customer feedback surveys, lodge a complaint and communicate with our Central Support Team; and

when authorised people provide us with your personal information on your behalf.

Your personal information may also be collected on occasions through third parties including:

from employment recruitment agencies;

from health insurers or Government agencies (in order to receive advice about your eligibility to rebates on Specsavers’ product and services); or

from other optometrists, audiology professionals and health practitioners.

We will seek your consent before collecting information from a third party unless authorised or required to collect the information by law.

Information collected from visitors to our website

When you use our website, Specsavers may collect information about our website users collectively, which may include data about your location (i.e. city and country through your device’s IP address), internet browser type, language, operating system, service provider, screen resolution and whether you are visiting for the first time or revisiting our website. This data is anonymously collected and only used in aggregate, and as such no identifying information is collected. Specsavers uses this information to help improve our website and its usability and to help us determine what is most beneficial to our users so that we can provide you with the best possible experience.

How and why does Specsavers use your personal information?

In order to provide you with the best possible customer experience, Specsavers may use the personal information collected from you for the following reasons:

to book, confirm and remind you of your eye / hearing tests or other appointments;

to perform eye and hearing examinations and other related services;

to provide other products and services you have requested;

to deliver goods and services to you via our website;

to process credit and debit card payments via third party payment card processors such as Worldpay, Afterpay, QCard and Paypal (we do not hold this information);

to respond to your requests, complaints or enquiries and other customer care related activities;

to evaluate, develop and enhance our websites and our services;

to conduct surveys and market research and send out feedback requests to help us improve our service to you;

to conduct website and system administration, such as for the technical support of our websites and computer systems;

to undertake direct marketing such as providing information to you about special offers, promotions, products or services that we think may be of interest to you or conducting market research surveys including by mail, email, SMS, social media or other forms of communication. You can unsubscribe from these communications at any time;

to contact you about changes to our service that could affect or inconvenience you;

to comply with a legal or regulatory requirement or in connection with legal proceedings or on request of a regulator; and

to carry out general administrative requirements and other activities connected with the running of our business, including fraud prevention and detection and health and safety matters.

We may disclose an anonymised version of your contact details, gender and date of birth (we use a process called hashing to protect your details) to third party social media providers (such as Facebook and Google) to enable us to display marketing to you via such platforms, to allow us to monitor how effective our advertisements are and to help us target our advertisements more effectively.

"Hashing" is similar to encryption and means that we scramble the plain text of your personally identifiable information to create a unique and irreversible message. This means that third parties including contractors engaged by us and social media providers do not receive a plain text version of your contact details or any other personal information.

Where we do this, we require social media providers only to use your information for the purposes of enabling us to display marketing to you through their site and to monitor how effective our adverts are and ensure that our adverts are targeted at the correct people or types of people - not for any of their own purposes. You can update your social media privacy preferences within each of your personal social media accounts.

Anonymity/Pseudonym

Where possible, Specsavers will give you the option of not identifying yourself or of using a pseudonym. Specsavers may not always be able to interact with you in this manner, especially where it is impractical or required by law to identify you before providing certain information (including to provide health services to you).

How and with who might Specsavers disclose personal information?

There may be times when we need to disclose your personal information to third parties for the purposes set out in this Privacy Policy. Where appropriate, Specsavers shall take such steps as are reasonable in the circumstances to de-identify the information prior to disclosure. Specsavers may disclose your personal information to:

other members of the Specsavers group of companies who process information on behalf of, or provide support services to, the Specsavers stores;

medical and other healthcare practitioners, including doctors, specialists, optometrists, audiologists and audiometrists (with your consent) and specific health bodies (such as Diabetes Australia) who are providing or may provide services to you in the future;

health insurers, health authorities and regulators as permitted or required by law;

the Police and other law-enforcement agencies to prevent and detect fraud and criminal activities;

our insurers, WorkCover, external auditors and investigators and other persons assisting Specsavers to protect and defend the rights and safety of Specsavers, its customers and the public;

your employer, if you have been referred to us as a corporate eye or hearing care customer;

our service providers and contractors who provide services to us including data processing, data washing, data hosting/storage, technical support, customer satisfaction surveys, appointment booking, printing and fulfilment operations such as mail houses and other services that enable us to provide products and services to you;

entities for whom we are acting as an agent or partner with and our affiliated group companies in the British Isles, Republic of Ireland, Guernsey, Northern Europe and Canada;

anyone authorised specifically by you;

to another organisation, in the event that Specsavers or its assets are taken over by that organisation; or

other Specsavers stores within Australia and/or New Zealand (with your consent).

Sometimes, third parties with which we may share personal information for the above purposes may be located in the British Isles, Republic of Ireland, Guernsey, European Union, Norway, Northern Europe, Canada the United States and/or India. If you are accessing our website from a country outside of Australia or New Zealand your information may be transferred outside of Australia or New Zealand to that country. If we transfer your information outside of Australia or New Zealand in this way, we will take reasonable steps to ensure that your privacy continues to be protected in a manner which is consistent with the laws of Australia and New Zealand.

Management and security of personal information

All personal information collected by Specsavers is handled with utmost care. We take reasonable precautions to protect the security and integrity of your personal information. We regularly evaluate the risk of misuse, interference, loss, unauthorised access to, modification of, disclosure of or disposal of that information. Accordingly, we take measures to minimise these risks to safeguard your personal information.

These measures include:

holding all records (whether physical and/or digital) securely in accordance with Australian and New Zealand legislation and standards (as applicable);

storing electronic records of personal information in secured data storage facilities;

only allowing those with a reasonable need to access personal information to do so;

ensuring that each of our premises are appropriately secured so as to restrict access to personal information stored on-site; and

ensuring that our personnel are regularly trained on information security matters, the importance of protecting your personal information and what to do if something goes wrong in relation to personal information.

Although we take reasonable steps to maintain the security of our internet connections and safeguard your personal information, for reasons outside of our control, information transmitted to us over the internet may not be absolutely secure and we cannot guarantee that your information will be protected against unauthorised access, misuse or disclosure.

We do not accept any liability for disclosure of data due to errors in transmission, or improper actions or misuse of personal information by third parties to the maximum extent permitted by law.

Specsavers accepts no responsibility or liability for third parties such as payment card processors, advertisers or other entities who utilise banner ads and links from our website. If you click through a banner advertisement or link and submit your information to an advertiser or other third party, you will be subject to the privacy policies of that third party.

Specsavers ensures that all employees and contractors are bound to keep your personal information confidential and to not use or disclose your personal information in a manner contrary to this Privacy Policy.

We retain your personal information in line with relevant legislation.

Specsavers has procedures in place to ensure that any document or record containing your personal or health information is disposed of in a manner that preserves your privacy.

Our cookie policy

We use cookies to improve how our website operates. You can find more information in our Cookie Policy.

Accessing and updating your personal information

You have a right to request access to and correction of personal information held about you.

Specsavers endeavours to ensure that the personal information it holds about individuals is accurate, complete up-to-date and not misleading. Please contact your local Specsavers store or our Privacy Officer via the below details if the information we hold about you is incomplete or inaccurate, or you would like to request access.

To the extent permitted by law Specsavers may charge a reasonable administrative fee associated with providing a copy of your personal information to you.

How to contact the Privacy Officer

If you would like to make an enquiry about this Privacy Policy, would like to make a request to access and update your personal information, or you believe that Specsavers has not adhered to this Privacy Policy at any time, please contact your local store or our Privacy Officer in writing. Our Privacy Officer will respond to your email within 48 hours.

Att: Privacy Officer
Specsavers ANZ
520 Graham Street
Port Melbourne, Victoria 3207
Australia
Email: anz.privacy@specsavers.com

How to make a Complaint

If you feel we have failed to deal with your complaint in a satisfactory way you can make a complaint about the handling by Specsavers of your personal information to the Office of the Australian Information Commissioner (Australia) or the Office of the Privacy Commissioner (New Zealand).

For more information about privacy in general please contact the following:

In Australia Office of the Australian Information Commissioner (OAIC)

www.oaic.gov.au

In New Zealand Office of the Privacy Commissioner

www.privacy.org.nz

All information which is held by Specsavers is governed by the latest version of this Privacy Policy at all times. Specsavers may change this Privacy Policy at any time without notice. We encourage you to check our Privacy Policy regularly so that you are aware of any changes.

Last updated 23 April 2024. Version 4.2.

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