Resolve Hearing Last updated: September 2026
At a glance
Resolve Hearing collects your personal and health information so we can provide you with hearing care. Here is a quick summary of how we handle it:
- What we collect: Your name, contact details, date of birth, health and hearing information, and funding details (such as Medicare or Hearing Services Program numbers).
- Why: To provide hearing care, coordinate your care, and meet our legal and funding obligations.
- Who we share it with: Only people and organisations involved in your care or required by law — such as your GP, hearing aid manufacturers, and government programs. We never sell your information.
- Where it is stored: Securely, in line with Australian privacy standards.
- Your rights: You can access your records, ask us to correct anything, change how we contact you, or make a complaint at any time.
- Our website: Cookies, analytics, and the website contact form are covered by our separate Website Privacy Policy.
For the full details, read on — or contact us anytime if you have questions.
About this policy
Resolve Hearing is committed to protecting your privacy. We handle your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), which regulate how we collect, use, disclose, store, and secure your personal information.
This policy explains how we manage your information. Where your specific consent is needed — for example, before sharing clinical information with your GP — we will seek that separately.
Why we collect your information
We collect personal information to provide you with hearing care and related services, including:
- assessing your hearing and recommending treatment
- fitting and maintaining hearing devices
- coordinating with other health professionals involved in your care
- managing appointments, reminders, and follow-up
- applying for or managing government funding such as the Hearing Services Program
- meeting our legal, regulatory, and professional obligations
What information we collect
We may collect the following types of information:
- Personal details: your name, date of birth, address, phone number, and email address
- Funding and eligibility details: Medicare number, DVA number, Pensioner Concession Card number, or Hearing Services Program voucher details — so we can help you access government-funded services
- Health and hearing information: your hearing test results, clinical notes, medical history relevant to your hearing, and information about hearing devices — this is “sensitive information” under the Privacy Act and is handled with extra care
- Cultural and demographic identifiers: Indigenous status and culturally and linguistically diverse identifiers, where relevant, to help us deliver services in culturally appropriate ways (for example, arranging interpreters or specialist referrals)
- Communication preferences: how you prefer to be contacted and what types of messages you are happy to receive
We may also confirm or update your details from time to time to make sure your records are accurate.
How we collect your information
We provide services at our clinic in Trafalgar and, by arrangement, at residential aged care facilities across Gippsland. Wherever we see you, we collect information:
- directly from you — in person, by phone, email, or text, or through our website contact form
- from other health professionals such as your GP, ENT specialist, or another clinician, with your consent or where clinically necessary
- from other people involved in your care — such as a family member, carer, or support person, or care staff where we see you in a residential aged care facility — where it is impractical to collect it directly from you and we have your consent or it is authorised by law
How we use your information
We use your information to:
- provide and manage your hearing care
- book appointments and send reminders, confirmations, and recall notices
- write clinical reports and letters for your GP, specialist, or other health professionals
- order hearing devices and accessories from manufacturers
- apply for funding or manage your Hearing Services Program profile on your behalf
- respond to your questions or concerns
- meet our legal and regulatory obligations
Service communications: We will contact you for appointment reminders, recall notices, clinical follow-up, and information directly related to your care. These are part of providing our service.
Promotional messages: Occasionally, we may let you know about special offers or services that may be relevant to you. If you prefer not to receive promotional messages, let us know and we will update your preferences straight away. You can opt out at any time without affecting your care.
Who we share your information with
We only share your information when it is necessary for your care, authorised by you, or required by law. This may include:
- Your GP, specialist, or other health professionals — for referrals, reports, and care coordination. We will ask your permission before sending clinical information to another provider.
- Hearing device manufacturers — for orders, warranties, repairs, and technical support
- Government bodies — such as the Department of Health and Aged Care for Hearing Services Program administration, or Services Australia for Medicare claims
- Our software and IT providers — including our clinical management system (Auditdata Manage), cloud storage, SMS and email delivery, and secure communication tools. These providers operate under contractual privacy obligations consistent with the Australian Privacy Principles.
- Staff at the practice we operate from — who handle calls and bookings on our behalf and see only the information needed to manage your appointments
- People involved in your care — such as care staff at a residential aged care facility where we see you, or your nominated family member, carer, or authorised representative — where this is needed to coordinate your care, or you have asked us to keep them informed
- Payment providers — for processing transactions
We do not sell your personal information to anyone, and we do not share it for marketing purposes.
Hearing Services Program records
If you receive services through the Hearing Services Program, your clinical records produced by Resolve Hearing (or previous providers) are considered property of the Commonwealth. This means:
- If the Commonwealth requests access to your records for audit or program purposes, we are required to provide them
- If you transfer to another provider and have received services from us within the past seven years, we are required to transfer your relevant records to your new provider
Overseas disclosure
Your clinical records are held in Auditdata Manage, our clinical management system, which stores data in Australia on Microsoft Azure. The software provider’s technical support staff, some of whom are located overseas, may access the system remotely to provide technical support, under contractual safeguards that meet Australian privacy requirements. We do not otherwise disclose your personal information overseas.
How we store and protect your information
We take reasonable steps to protect your information from misuse, loss, unauthorised access, and disclosure. These steps include:
- storing clinical records electronically in Auditdata Manage, with access controlled by individual logins
- keeping any paper records in a locked cabinet at the clinic, with staff-only access
- maintaining secure physical premises
- ensuring staff and contractors who handle personal information are trained in privacy and confidentiality and only have access to the information they need for their role
How long we keep your records
We keep your records for at least seven years from your last appointment or contact with us, or longer where the law or a funding program requires it. After that period, records may be securely destroyed.
Accessing or correcting your information
You have the right to:
- Access your personal information and clinical records
- Request corrections if you believe any details are inaccurate, incomplete, or out of date
To request access or a correction, simply contact us using the details below. We may ask you to verify your identity before releasing records.
We will respond within 30 days. In most cases, there is no charge. If a request involves a large volume of records, we will let you know of any costs before proceeding.
How to make a privacy complaint
If you believe your privacy has been breached, or you are unhappy with how we have handled your personal information, we want to hear about it.
Step 1 — Contact us directly Raise your concern with Sean French, Director (details below). You can do this by phone, email, or in writing.
Step 2 — We will investigate We will acknowledge your complaint promptly, investigate the matter, and respond to you within 30 days. If we need more time, we will let you know.
Step 3 — If you are not satisfied If you are not happy with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Data breaches
If we become aware of a data breach that is likely to result in serious harm to you, we will:
- take immediate steps to contain the breach and reduce any potential harm
- assess the breach as required under the Notifiable Data Breaches scheme
- notify you and the Office of the Australian Information Commissioner if the breach meets the threshold for notification
- provide you with information about what happened, what information was involved, and what steps you can take
Updates to this policy
We may update this policy from time to time to reflect changes in legislation, our services, or how we operate. Where changes are significant, we will take reasonable steps to let you know. The current version is always available on our website and on request at the clinic.
1. Contact us
Resolve Hearing Pty Ltd
Sean French, Director
Phone: (03) 5633 2986
Email: sean@resolvehearing.com.au
Postal address: 5 Contingent St, Trafalgar VIC 3824
Mobile hearing service available by arrangement at residential aged care facilities across Gippsland.
