Privacy Policy

Last updated: 12 August 2026

AIM Hearing (“we”, “us”, “our”) is committed to protecting the privacy of our clients and website visitors. This policy explains how we collect, use, store, disclose and protect your personal information — including sensitive health information — in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Who we are

AIM Hearing
Shop 1/1 Heidke St, Avoca QLD 4670
Phone: 07 4153 1317
Email: reception@aimhearing.com.au

The information we collect

Depending on your interaction with us, we may collect:

  • Identity and contact details — your name, date of birth, address, phone number and email address.
  • Health information — your hearing history, hearing test results, medical history relevant to your hearing, details of hearing devices, and other clinical information needed to provide your care. Health information is “sensitive information” under the Privacy Act and is given a higher level of protection.
  • Government and funding details — where relevant, your Medicare number, pension concession details, or Department of Veterans’ Affairs (DVA) details, and your eligibility information for the Australian Government Hearing Services Program (HSP).
  • Payment information — details necessary to process payments for services or devices.
  • Website and enquiry information — information you provide through our contact/enquiry form, and limited technical information collected automatically when you use our website.

How we collect your information

We collect information directly from you — in person, by phone, by email, or through our website enquiry form — and, where relevant and with your consent, from third parties such as your referring GP or specialist, or a government program you are enrolled in.

Why we collect and use your information

We collect and use your information to:

  • provide hearing assessments, hearing device fittings, and ongoing hearing care;
  • manage appointments, follow-ups and reminders;
  • process claims and services under the Hearing Services Program, DVA, Medicare or private health funds where applicable;
  • process payments;
  • respond to your enquiries; and
  • meet our legal, professional and record-keeping obligations.

We only collect sensitive health information with your consent and where it is reasonably necessary for your care.

Who we may share your information with

We do not sell your personal information. We may share it, only as necessary, with:

  • the Australian Government Hearing Services Program (administered by the Department of Health) and the Department of Veterans’ Affairs (DVA), where you are receiving funded services;
  • Medicare and, where relevant, your private health fund;
  • hearing device manufacturers and laboratories, to order, fit, program or repair your devices;
  • your referring GP, specialist or other treating practitioners, where relevant to your care and with your consent;
  • third-party service providers who help us operate — including our practice-management/CRM system (Wizard CRM by Biotronic), our transcription service (AudZone), and our on-site data storage (local NAS) — all of whom are required to protect your information; and
  • others where required or authorised by law.

Storage and security

We take reasonable steps to protect your information from misuse, loss, and unauthorised access, modification or disclosure. Records are held in secure on-site physical storage (a local NAS device) and in an Australian-hosted, cloud-based CRM system, and access is limited to those who need it to provide your care or run the clinic.

How long we keep your information

We retain your records in accordance with our obligations under the Hearing Services Administration Act 1997 (Cth) and the Hearing Services Program service provider contract, together with general professional standards. In Australia, adult health records are generally kept for a minimum of seven years from the date of last contact; for a person who was a minor at the time of treatment, records are generally kept until they turn 25.

Accessing and correcting your information

You have the right to request access to the personal information we hold about you, and to ask us to correct it if it is inaccurate, out of date or incomplete. To make a request, contact us using the details above. We may need to verify your identity before responding.

Cookies and website analytics

Our website may use cookies and similar technologies to help it function and to understand how visitors use it. We use Google Analytics and cookies for this purpose. You can control cookies through your browser settings.

Overseas disclosure

We do not disclose your personal information overseas, and we do not use any overseas data centres. All of your information is stored in Australia, consistent with our obligations under the Hearing Services Administration Act 1997 (Cth) and the Hearing Services Program.

Complaints

If you have a concern about how we have handled your personal information, please contact us first using the details above and we will do our best to resolve it. If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or 1300 363 992.

Changes to this policy

We may update this policy from time to time. The current version will always be available on our website, with the “last updated” date shown above.

Contact us

For any questions about this policy or your personal information, contact us at:
AIM Hearing — Shop 1/1 Heidke St, Avoca QLD 4670 · 07 4153 1317 · reception@aimhearing.com.au

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