Privacy Policy

North Balwyn Village Vets (“we”, “us”, “our”) is a veterinary clinic at 247 Doncaster Rd, Balwyn North VIC 3104, Australia. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy covers personal information we collect on this website and when you deal with us by phone, email or in person.

The personal information we collect depends on how you deal with us. It may include:

• your name, email address and phone number
• the reason for your enquiry and the message you send us through the contact form
• booking details entered through our online booking service: your contact details, your pet’s name, species and other details, the type of appointment and the times you choose
• details you give us when you call, email or visit, including information about your pet’s health and history, which we keep in your pet’s clinical record
• technical information from your visit, such as your IP address, browser and device type and the pages you view, which our website host records in its server logs

We collect most personal information directly from you: when you fill in the contact form, book online, call us, email us or visit the clinic. The website also collects some technical information automatically when you visit it, as described under “Cookies and similar technologies” below.

We use personal information to:

• reply to your enquiries and messages
• make, confirm and manage appointments
• provide veterinary care to your pet and keep records of that care
• run and improve the clinic and this website
• meet our legal and professional obligations

We do not sell your personal information. We use it for another purpose only where you would reasonably expect it, you have agreed, or the law allows or requires it.

We share personal information only where we need to. This may include:

• Vetstoria, which runs our online booking service and receives the details you enter when you book
• our email delivery provider, which delivers messages from the contact form to our reception
• our website hosting provider, which serves this website and keeps standard server logs
• other professionals involved in your pet’s care, such as a referral clinic or a laboratory, where it is needed for that care
• government agencies, regulators and others, where the law requires or allows it

Some of these providers may store or process information outside Australia, including in the United States. Where that happens, we take reasonable steps to make sure your information is handled in line with the Australian Privacy Principles.

This website does not use advertising or analytics cookies.

Our online booking button, which is provided by Vetstoria, saves a small item in your browser to remember that you closed its message bubble, for about 24 hours. If you arrive from an advertising or campaign link, it may also save a campaign reference in a cookie for up to 30 days.

The booking button also loads a code library from Google’s servers and a font from Bunny Fonts, and our Contact and Emergency pages show a Google Map. When these load, the provider can see your IP address and browser details, and may use cookies of its own under its own privacy policy.

You can block or delete cookies and site data in your browser settings. If you do, the online booking button may not appear, but you can still call us to book.

We keep personal information in the clinic’s systems and records, protected by access controls. We take reasonable steps to protect it from misuse, interference, loss and unauthorised access.

No method of sending information over the internet is completely secure, so please take care with what you send us, and call us if your message is sensitive.

We keep personal information only for as long as we need it for the purposes in this policy, or as the law requires. When we no longer need it, we take reasonable steps to destroy it or remove anything that identifies you.

You can ask us for access to the personal information we hold about you, and ask us to correct it if it is wrong, out of date or incomplete. Please contact us using the details below. We may need to check who you are first, and we will reply within a reasonable time. If we cannot give you access or make a correction, we will tell you why.

If you have a question or a concern about how we have handled your personal information, please contact us first so that we can put it right.

If you are not happy with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

Our website links to other websites and services, including Vetstoria’s booking service. This policy does not cover them, so please read their privacy policies.

We may update this policy from time to time. The latest version is always on this page, with the date it was last updated.

For any privacy question, or to ask for access to or correction of your information, please get in touch: