21 on Albert Laser Clinic ("we", "us", "our") respects your privacy. This policy explains what personal information we collect, why we collect it, who we share it with, and what control you have over it.
We are bound by the Australian Privacy Principles under the Privacy Act 1988 (Cth). Because we provide a health service, these obligations apply to us regardless of our size. We are also bound by the Health Records Act 2001 (Vic) in relation to health information.
Our details
21 ON ALBERT PTY LTD, ABN 30 694 560 300
Trading as 21 on Albert Laser Clinic
21 Albert Street, Warragul VIC 3820
Phone: 0493 012 829
Email: 21onalbertlaser@gmail.com
What we collect
Information you give us
- Contact details. Name, date of birth, phone number, email address, and sometimes your postal address.
- Emergency contact details, where you give them to us.
- Booking details. The treatments you book, your appointment times, and which of our team you see.
- Health information. Your medical history, medications, skin type, skin conditions, allergies, pregnancy status, sun exposure, previous treatments, and anything else relevant to treating you safely. We also keep treatment notes, consultation records, test patch results, and any before and after photographs you agree to.
- Payment information. Card details are entered directly into our payment provider's systems. We do not see or store your full card number. We keep a record of your payment history.
Information we collect automatically
When you visit our website we collect:
- Your IP address, browser type and device type
- Which pages you visited and how long you stayed
- Where you came from, such as a search engine or a social media link
- Whether you clicked through to our booking page
Information from others
- Our online booking system passes us the details you enter when you book.
- If you contact us through social media, we receive the information in those messages.
- If another health professional refers you to us, we may receive relevant information from them.
Health information is treated differently
Health information is sensitive information under the Privacy Act. We only collect it with your consent, and only where it is reasonably necessary to treat you safely.
We ask for it because laser treatment is not safe for everyone. Certain medications, skin conditions, recent sun exposure and some medical conditions change what we can do, or mean we should not treat you at all.
You do not have to give us any of your personal information. But if you choose not to, we may not be able to treat you, or to treat you safely.
We never use your health information for advertising. We do not share your medical history, your treatment notes or your photographs with advertising platforms, and we do not use them to build audiences or target ads.
Why we collect your information
- To provide treatments safely and plan your course of treatment
- To manage your bookings and send appointment reminders
- To take payment and keep proper financial records
- To respond when you contact us
- To meet our legal and professional record keeping obligations
- To send you marketing, where you have agreed to receive it
- To understand how our website is used and to improve it
- To measure whether our advertising is working
Who we share it with
We do not sell your information. We share it only with the following, and only where it is needed:
| Who | What they receive | Where they are |
|---|---|---|
| Our booking and client management system | Your contact details, bookings, payment records, consultation forms and treatment notes | New Zealand and Australia |
| Our payment provider | Payment and card details, which we do not see in full | Australia and the United States |
| Advertising and analytics platforms | Website and booking activity only. Never your health information | United States and Ireland |
| Our website host | Website activity only. Never your health information | United States |
| Other health professionals | Relevant health information, only with your consent or where the law requires it | Australia |
Some of these providers are overseas, which means your information may be stored or processed outside Australia. We take reasonable steps to ensure they handle it appropriately, but privacy laws in those countries may differ from Australian law.
We may also disclose information where the law requires it, or where it is necessary to prevent a serious threat to someone's life, health or safety.
Advertising and tracking
We advertise on social media, including Facebook and Instagram. To understand whether that advertising works, our website and our online booking pages use cookies and similar tracking technology.
These tools record which pages you visited, whether you clicked through to book, whether a booking was completed, and your IP address and browser information. We also use a service that counts visits to our website pages without identifying you personally.
They do not receive your medical history, your treatment notes or your photographs.
Your choices
- Adjust your ad preferences in your social media account settings.
- Turn off or clear cookies in your browser.
- Use your browser's private browsing mode.
None of this affects your ability to book, or the care you receive.
Marketing
If you have agreed to it, we may send you occasional emails or texts about treatments, offers and clinic news.
Every message includes a way to unsubscribe, and you can also ask us directly at any time. Unsubscribing from marketing does not stop appointment reminders and confirmations, which are part of providing your care.
Unsubscribing from our emails and texts does not stop you seeing our ads on Facebook and Instagram. Those are two separate things. To change the ads you see from us, adjust your ad preferences in your social media account settings, or your cookie settings in your browser. The "Advertising and tracking" section above explains how.
How we keep it safe
We take reasonable steps to protect your information from misuse, loss and unauthorised access. This includes password protected systems, access limited to staff who need it, secure and encrypted connections on our website and booking pages, and reputable providers who maintain their own security standards.
We require any third party who handles your information on our behalf to protect it to a standard consistent with this policy, and to use it only for the purpose we engaged them for.
No system is completely secure. If a data breach occurs that is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner, as the law requires.
How long we keep it
We keep health records for at least seven years from your last appointment. If you were under 18 when we treated you, we keep your records until you turn 25. These periods come from Victorian health records law.
Other information, such as marketing preferences and website analytics, is kept only as long as we need it, then deleted or de-identified.
We will also destroy or de-identify your information if you withdraw your consent to us holding it, or if you ask us to remove it, unless the law requires us to keep it. Health records are the main case where we are required to keep it, for the periods above.
Seeing and correcting your information
You can ask us for a copy of the personal information we hold about you, and you can ask us to correct anything that is wrong.
Contact us at 21onalbertlaser@gmail.com or on 0493 012 829. We will respond within 30 days. We may need to confirm your identity first.
There are limited situations where we may refuse access, for example where giving it to you would pose a serious threat to someone's life or health, or affect another person's privacy. If we refuse, we will explain why in writing.
We may charge a reasonable fee for the cost of providing access to health records. We will tell you before we do.
Complaints
If you think we have mishandled your information, please tell us first. Contact 21onalbertlaser@gmail.com or 0493 012 829 and we will investigate and respond within 30 days.
If you are not satisfied with our response, you can contact:
Office of the Australian Information Commissioner
oaic.gov.au or 1300 363 992
Health Complaints Commissioner (Victoria)
hcc.vic.gov.au or 1300 582 113
Changes to this policy
We may update this policy from time to time. The current version is always on this page, and the date at the top shows when it last changed.