CPAP Victoria – Privacy Policy

1. Our commitment to privacy

CPAP Victoria Pty Ltd ABN 50 792 757 850 and its related bodies corporate, referred to in this policy as CPAP Victoria, we, our, us, are committed to protecting your personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This Privacy Policy explains how we collect, store, use and disclose personal information, and the purposes for which we handle that information. It applies whenever you interact with us, including in our clinics, by telephone or email, on our social media channels, and through our websites and online services operated by CPAP Victoria.

We may update this Privacy Policy from time to time. By continuing to engage with us or to use our products and services after changes are posted, you accept the updated terms. Please review this page periodically and provide further personal information only if you are comfortable with any changes.

Terms such as personal information and sensitive information have the meanings given in the Privacy Act. For clarity, personal information includes sensitive information unless stated otherwise.

2. About us

CPAP Victoria provides products and services for people with sleep apnoea and other respiratory conditions. We work alongside sleep and respiratory physicians and other health professionals to support patient care, including therapy set-up, equipment provision, reviews, and ongoing support. We also offer a wide range of CPAP devices, masks, accessories, and related wellness products.

3. How we collect personal information

Where possible, we collect personal information directly from you when you:

• create an account or profile with us

• contact us by phone, email, our websites or social channels, or meet our team members in clinic or at events

• subscribe to marketing communications, participate in surveys, promotions, or online communities

• book or attend an appointment at one of our clinics

• register for or attend conferences, education sessions, or training

• supply us with goods or services

• purchase our products in store or online

We may also collect information from other sources, including healthcare professionals involved in your care, pharmacies, contractors, payment partners, and authorised family members or guardians.

4. The information we collect

Depending on your relationship with us, we may collect:

• Contact details: name, date of birth, address, phone, email

• Sensitive information: sleep study results, diagnoses, prescriptions, medical history, Medicare number, or driver licence for identification and claiming

• Payment information: billing name and address, payment card or bank details, and if applicable, details relevant to payment plans

Payment information you provide is encrypted using industry-standard security protocols (including SSL and AES-256). While no system is 100% secure, we comply with PCI-DSS requirements and apply best-practice security measures.

• Professional information (for healthcare providers): AHPRA details, specialty, and professional credentials

• Employment information (for applicants): qualifications, work history, referee details, and background checks

5. Handling of sensitive information

We handle sensitive information:

• with your consent where required

• for the primary purpose it was collected, or a directly related purpose you would reasonably expect

• as required or authorised by law

6. Websites and cookies

When you use our websites or apps, we may collect:

• IP address, browser details, device type and operating system

• analytics data for traffic and performance

• information you enter in forms or chats

We use session and persistent cookies to improve site functionality and measure usage. You can adjust browser settings to refuse cookies, though some features may not work as intended.

Our websites may link to third-party sites. We are not responsible for their privacy practices.

7. Why we collect personal information

We collect personal information to:

• provide CPAP therapy services and clinical support

• supply CPAP and wellness products

• process claims with Medicare or private health funds

• manage accounts, billing, and payment plans with third parties

• communicate with patients, carers, and healthcare professionals

• improve our services, conduct quality reviews, research, and staff training

• meet legal, regulatory, and risk management obligations

8. Dealing with us anonymously

In most cases, we cannot provide services or products without identifying you. Limited anonymous interaction may be possible where lawful and practicable.

9. Use of personal information

We may use information to:

• provide products, therapy, and reviews

• process payments and manage administration

• communicate with healthcare providers and insurers

• conduct research, audits, and quality improvement

• comply with legal and regulatory requirements

10. Disclosure of personal information

We may share your personal information with:

• healthcare professionals involved in your care

• service providers such as payment processors, shipping and logistics services

• regulators and government authorities when required by law

• law enforcement agencies where necessary to prevent harm, fraud, or breaches

• prospective purchasers in the event of a business restructure or sale

We do not sell or rent your information.

11. Direct marketing

We may send you information about CPAP products, services, promotions, or educational events. You can opt out at any time via unsubscribe links in emails, SMS replies, or by contacting us.

12. Overseas disclosure

Most data is stored in Australia. Some service providers may operate overseas or use international cloud services. Where we disclose information overseas, we take reasonable steps to ensure compliance with the Australian Privacy Principles.

13. Data security

We use technical and organisational measures including access controls, encryption, staff training, and firewalls to protect information. While we take precautions, no internet transmission can be guaranteed secure.

14. Notifiable data breaches

If an eligible data breach occurs, we will notify the Office of the Australian Information Commissioner (OAIC) and affected individuals as required.

15. Retention and destruction

We retain personal information as required by law and for legitimate business purposes. Records are securely destroyed or de-identified when no longer needed, for example, shredding paper files after the legal retention period.

16. Access and correction

You may request access to or correction of your personal information. We will respond within a reasonable timeframe. In some cases, we may be legally required to retain certain data.

17. Complaints

If you have a concern about privacy, please see our contact details below. We will acknowledge your complaint and aim to resolve it promptly, generally within 30 days. If unresolved, you may contact the OAIC at www.oaic.gov.au.

18. Changes to this policy

We may amend this Privacy Policy from time to time. The latest version will be available on our website.

19. Contact us

CPAP Victoria Pty Ltd

ABN: 50 792 757 850

Email: info@cpapvictoria.com.au

Phone: 03 9646 7008

Address: 375 Bay Street, Port Melbourne, 3207, VIC