Effective Date: Current as of publication
Entity: Harken Audiology Pty. Ltd. (ABN 92 683 356 765)

At Harken Audiology, protecting your personal information is fundamental to our practice. This policy explains how we collect, use, and safeguard your data across our clinical services and digital platforms.

Legal Framework and Compliance

Our privacy practices strictly adhere to Australian legislation, including the Health Records Act (VIC) 2001 and the Privacy Act (Cth) 1988. We implement both
Health Privacy Principles (HPP) and Australian Privacy Principles (APPs) to ensure comprehensive protection of your personal information.

Information Collection

Clinical Data
During your care with us, we gather essential information to deliver quality audiology services:

  • Personal identifiers (name, contact details, address)
  • Medicare information for rebate processing and or Bulk Billing
  • Comprehensive hearing health history and medical records
  • Appointment scheduling preferences and clinical notes
  • Payment and billing information

Digital Data
Our website (https://harkenaudiology.com.au) collects technical information to enhance your online experience:

  • Device and browser specifications
  • IP addresses and session data
  • Website interaction patterns through cookies
  • Form submissions and inquiry details

Third-Party Technology Partners
We utilize specialized software systems to deliver services:

  • CounselEar and NOAH for patient management and audiology data
  • Hearing aid manufacturers (Beltone, Bernafon, Oticon, Starkey, Unitron)
    for device-specific information
  • Google, Meta, and WordPress for website analytics and performance monitoring

Each partner maintains their own privacy standards, which we encourage you to review on their respective websites.

Information Usage

Your data serves specific purposes aligned with your healthcare needs:

  • Conducting hearing assessments and providing audiology treatments
  •  Processing Medicare rebates and insurance claims
  •  Scheduling appointments and providing appointment reminders
  • Facilitating communication with your healthcare team
  • Maintaining clinical records and ensuring continuity of care
  • Meeting regulatory and accreditation requirements

Information Sharing and Disclosure

We maintain strict confidentiality while enabling coordinated healthcare:

Authorized Disclosures

  • Healthcare providers involved in your treatment (GPs, ENT specialists,
    pediatricians)
  • Allied health professionals (psychologists, speech pathologists)
  • Educational professionals like school teachers (for pediatric patients)
  • Hearing device suppliers and manufacturers
  • Medicare and health insurance providers

Communication Methods
We primarily use secure email channels and postal services for information sharing. Phone communications occur only when necessary, with careful attention to privacy protection.

Legal Requirements
We disclose information when mandated by law or with your explicit consent for referrals and specialized care.

Data Security Measures

Technical Safeguards

  • Encrypted data transmission to all service provider
  • Restricted access protocols within our organization
  • Regular security reviews incorporating current technology standards
  • Secure backup systems with external hard drive storage
  • Paperless clinic operations with secure digital document management

Staff Obligations
All employees, contractors, and associated workers are bound by strict confidentiality agreements regarding your personal information.

Data Breach Management
Should unauthorized access occur, we will:

  • Report incidents to the Office of the Australian Information Commissioner (OAIC)
  • Notify affected individuals as required by law
  • Investigate thoroughly and implement corrective measures
  • Provide support and guidance throughout the process

Your Rights and Access

Under Australian privacy legislation, you have the right to:

  • Access your personal information held by our practice
  • Request corrections to inaccurate or outdated information
  • Understand how your information is being used
  • Withdraw consent for secondary uses (such as marketing communications)
  • Receive explanations when access is legitimately restricted

Website-Specific Provisions

Consent and Usage
By using our website or submitting information through our forms, you agree to this privacy policy. We collect only information necessary for service delivery, though some optional data may enhance your experience.

External Links
Our website occasionally links to external resources beyond our control. We recommend reviewing the privacy policies of any linked websites before sharing personal information.

Cookie Policy
We use cookies to:

  • Ensure the proper and secure functioning of our website
  • Enable embedded features (e.g. maps, booking forms)
  • Understand how users interact with our website (analytics and performance)
  • Improve user experience and site navigation

The types of cookies used are:

Strictly Necessary Cookies : Essential for the website to function properly (e.g. submitting contact forms)

Functionality Cookies : Allow features like embedded maps or videos to work

Performance Cookies : Collect anonymised data for statistical analysis (e.g. page visits, bounce rates)

Some features on our site may be powered by third-party tools that place their own cookies (e.g. Google Maps, booking widgets). These services operate under their own privacy and cookie policies. We recommend reviewing the policies of any third-party services used on our website, such as Google Maps Cookie Policy

Users can manage or disable cookies at any time through their browser settings. Please note: disabling cookies may affect how some parts of the website function. For more information on managing cookies, visit https://www.allaboutcookies.org.

Consent and Waivers

To provide comprehensive healthcare, we request your consent for:

  • Contact via provided phone numbers, email, or postal address for appointment confirmations and health-related communications
  • Email communication of health information with your treating physicians
  • Use of Customer Relationship Management (CRM) software CounselEar for personalized service delivery
  • Voicemail and email messages regarding your health conditions

Your attendance at appointments constitutes consent to information handling as outlined in this policy, subject to any limitations you specify.

Policy Updates

We reserve the right to modify this privacy policy at our discretion. Changes become effective immediately upon publication to our website. Continued use of our services indicates acceptance of any updates.

Contact and Complaints

For questions, concerns, or complaints regarding our privacy practices, contact us at info@harkenaudiology.com.au. We take all privacy matters seriously and are committed to addressing your concerns promptly.

For additional information about privacy protection in Australia, visit the Australian Federal Privacy Commissioner’s website at https://www.privacy.gov.au/.

This policy reflects our commitment to maintaining the highest standards of privacy protection while delivering exceptional audiology care. We appreciate your trust in Harken Audiology.