Privacy Policy

Telex Hearing Care (“we”, “us”, “our”) is committed to protecting your privacy and complying with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, hold, use and disclose personal information. It applies to information collected through our website (www.telexhearing.com.au), online booking system (via Squarespace), in-clinic forms, phone calls, emails, and any other interactions.

1. Who we are
Telex Hearing Care is a family-owned audiology practice providing hearing assessments, hearing aid fittings, repairs, maintenance, tinnitus management, and related services.

Our principal place of business is Suite C21, 654 Pacific Hwy, Kanwal NSW 2259.

Contact: (02) 4393 5558 | contactus@telexhearing.com.au

2. Types of personal information we collect and hold
We collect:

  • Identification and contact details: name, date of birth, address, phone number, email

  • Health information (sensitive): hearing test results, audiograms, medical history related to hearing/tinnitus/balance, previous treatments, medications, family history

  • Financial information: payment details, workers compensation, HSP/DVA/private health insurance information

  • Service-related information: appointment notes, hearing aid details (make/model/serial), communication preferences

  • Online information: IP address, browser type, pages visited, cookies/analytics data (de-identified where possible)

3. How we collect personal information

  • Directly from you (in-clinic forms, online booking via Squarespace, phone, email, consent forms)

  • From third parties (with consent) — e.g., referring GPs, ENT specialists, previous providers

  • Automatically via the website (cookies, server logs, Squarespace analytics)

We only collect information reasonably necessary for our functions.

4. Purposes
We collect, hold, use and disclose personal information to:

  • Provide hearing assessments, fittings, repairs, maintenance and rehabilitation

  • Manage appointments, reminders and follow-ups

  • Process payments and insurance/HSP/DVA claims

  • Communicate about your care, products, services and offers

  • Comply with legal/health obligations

  • Improve services and conduct quality assurance

  • Analyse website usage (de-identified statistics)

We will not use or disclose information for a secondary purpose without consent unless required/authorised by law.

5. Sensitive information
Health information is only collected with consent (or where required/authorised by law) and handled with higher protection. It is used/disclosed only for the primary purpose (clinical care) or related purposes.

6. Overseas disclosure
All personal information we hold, including health information, is stored in Australia.
When you make an online booking through our website (powered by Squarespace), Squarespace collects and stores limited personal information overseas (primarily in the United States) for the purpose of processing the booking. This includes only your name, email address, and date of birth (if provided). No health information is collected or stored by Squarespace or any overseas recipient at the time of booking. All health-related information is collected and stored solely by Telex Hearing Care in Australia.
Squarespace complies with the Data Privacy Framework (EU-U.S., Swiss-U.S., UK Extension) for transfers. We take reasonable steps to ensure any overseas recipient protects information in accordance with the APPs or equivalent privacy standards.

7. Cookies and tracking
Our website uses cookies and similar technologies for functionality, analytics (Squarespace/Google Analytics – de-identified) and marketing (with consent).

  • Essential cookies (required for site functionality)

  • Analytics cookies (e.g., Google Analytics – de-identified data only)

  • Marketing cookies (if you have consented – used for retargeting)

You can manage cookies through your browser settings. Disabling cookies may limit some site features.

8. Access and correction
You may access or correct your personal information (with some exceptions).
To request:

  • Email contactus@telexhearing.com.au or write to our address

  • Provide proof of identity

  • We will respond within 30 days (usually sooner)

  • Reasonable fees may apply for large/complex requests

9. Complaints
If you believe we have breached privacy:

  1. Contact us in writing (email preferred) with details of the issue

  2. We will acknowledge within 5 business days and aim to resolve within 30 days

  3. If unsatisfied, escalate to the Office of the Australian Information Commissioner (OAIC):

10. Children
We do see children under 16 at the clinic, but only when accompanied by a parent or guardian. Appointments for children are booked by the parent or guardian, who provides all personal information (including the child’s details) on behalf of the child. We obtain consent from the parent/guardian before collecting or using any information about the child. We do not knowingly collect personal information directly from children under 16 without parental/guardian involvement.

11. Changes
We may update this policy. Check the website periodically. Continued use constitutes acceptance.

Contact
Suite C21, 654 Pacific Hwy, Kanwal NSW 2259 (02) 4393 5558 | contactus@telexhearing.com.au

Thank you for trusting us with your information.