Your information, handled with care.

1. Personal information we may collect

Depending on how you interact with us, we may collect information such as:

• your name, phone number, email address, suburb and service address;
• appointment, enquiry and service details;
• information you provide about your pet, which may be stored with your client record;
• billing, payment status and transaction records;
• consent records, correspondence, feedback or complaint information; and
• limited technical information generated when you use our website or third-party website services.

2. How we collect information

We usually collect personal information directly from you when you telephone, email, use the website enquiry form, complete a client or consent form, arrange an appointment or communicate with us during the course of veterinary care. We may also receive information from another person acting with your authority, or from a service provider involved in your pet's care or aftercare where this is necessary and appropriate.

3. Website enquiries and third-party services

The enquiry form on this website sends the information you enter through our website server to Creature Comfort Mobile Vet by email. The website is not designed to create a separate marketing database from enquiry submissions, although the hosting provider and email systems used to transmit and receive the message may process and temporarily retain technical and message information as part of providing those services.

The website also uses third-party services to display fonts, the service-area map and Google review information. When these resources load, providers such as Google Fonts, Google Maps Platform and OpenStreetMap may receive technical information including your IP address, browser information and the page requested. Google review data is requested from Google Maps Platform and may include reviewer names, profile links and profile images made publicly available by those reviewers. Google handles information in accordance with its Privacy Policy. We do not sell personal information and do not intentionally use this website for behavioural advertising.

4. Why we use personal information

We may use personal information to:

• respond to enquiries and determine whether our service is suitable and available;
• book, confirm, reschedule and provide veterinary appointments;
• communicate with you about your pet's care, treatment, follow-up or aftercare;
• prepare invoices, process or reconcile payments and maintain business records;
• coordinate cremation or other aftercare services you request;
• manage consent, complaints, safety, professional and recordkeeping obligations; and
• operate, maintain and improve our business and website.

5. When information may be shared

We may disclose personal information where reasonably necessary to provide the service you have requested, including to trusted service providers such as payment, accounting, email, IT, website or professional service providers. Where you choose cremation or another aftercare option, relevant information may be shared with the provider needed to arrange that service.

We may also share information with another veterinary provider where you ask us to do so, where it is reasonably necessary for continuity of care, or where disclosure is otherwise authorised or required by law. We do not sell or rent client personal information.

6. Storage, security and retention

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Information may be held electronically, in email and business systems, or in physical records where required. No electronic transmission or storage method can be guaranteed to be completely secure.

We retain personal information for as long as reasonably necessary for the purposes for which it was collected and to meet applicable professional, legal, accounting and recordkeeping requirements. When information is no longer required, we take reasonable steps to securely destroy or de-identify it where appropriate.

7. Overseas processing

Some technology, email, website or cloud service providers may store or process information outside Australia. The countries involved can vary depending on the provider and its infrastructure. Where we use such providers, we aim to choose reputable services and limit the personal information shared to what is reasonably necessary.

8. Accessing or correcting your information

You may ask to access personal information we hold about you or request that inaccurate or out-of-date information be corrected. We may need to verify your identity before providing access. In some circumstances access may be limited where permitted or required by law.

To make a request, contact us using the details below.

9. Privacy questions or complaints

If you have a question, concern or complaint about how your personal information has been handled, please contact Creature Comfort Mobile Vet. We will consider the matter and respond within a reasonable time.

If the Australian Privacy Act applies to the matter and you remain dissatisfied after contacting us, you may also be able to make a complaint to the Office of the Australian Information Commissioner (OAIC).

10. Changes to this policy

We may update this privacy policy when our services, technology or information-handling practices change. The current version will be published on this website with the date of the latest update.