Privacy Policy

General

Vet Marlborough and its related entities (referred to in this document as “we,” “us” or “our”) recognise that your privacy is important, and we are committed to protecting the personal information we collect from you.

This policy explains how we comply with the Privacy Act 2020 (NZ), which governs the way we collect, use, store, and disclose personal information.

Collection

Types of Information Collected

We may collect personal information about you that is relevant to providing veterinary services. This can include your:

  • Name, date of birth, contact details (address, email, phone number)
  • Financial information (such as credit card or bank account numbers)
  • Pet or animal ownership details
  • Information about how you use our products and services

Our veterinary surgeons also create and maintain records of animals under their care in accordance with their legal and professional obligations. This may require us to collect personal information under veterinary legislation.

You may also provide information about other individuals (e.g., co-owners or carers of animals). It is your responsibility to inform those individuals that you are providing their personal information to us and to advise them about this policy.

Purpose of Collection

We collect personal information to:

  • Provide safe and effective veterinary care to your pet
  • Communicate with you about appointments, health checks, vaccinations, and other veterinary care matters
  • Respond to questions, requests, or complaints
  • Provide products or services you request
  • Issue invoices for products or services
  • Inform you of other services, promotions, or offers that may be of interest
  • Facilitate our internal business operations and legal obligations
  • Analyse our services and develop new or improved services

Method of Collection

We generally collect personal information directly from you via:

  • Forms (e.g., patient registration forms, website submissions)
  • Conversations with our staff (phone, in person, email)
  • Our website (see “Internet Users” below)

We may also collect information from:

  • Third parties (e.g., business partners, representatives)
  • Publicly available sources
  • Records of your use of our services

If you do not provide certain information, we may not be able to provide the products or services you require.

Internet Users

Our website may collect your IP address and domain name. We may use cookies to monitor usage and improve your experience. Cookies do not identify you personally but may link back to a database record about you.

Our website may contain links to other websites. We are not responsible for the privacy practices of linked websites.

Use and Disclosure

We use and disclose personal information primarily for purposes for which it was collected, or purposes directly related to our functions, including:

  • Providing veterinary care and liaising with other veterinary professionals
  • Administering billing, insurance, and payments
  • Service management, monitoring, and quality assurance
  • Staff training
  • IT systems maintenance
  • Product and service development, research, and quality control
  • Customer satisfaction research and feedback analysis
  • Risk management and legal compliance
  • Obtaining advice from professional advisers
  • Complying with legal obligations (including public health and animal welfare requirements)

We may also disclose personal information to:

  • Appropriate authorities in cases of suspected animal abuse or neglect
  • Third-party service providers who assist in operating our business
  • Our related entities and affiliated organisations for promotions or services

We will only disclose personal information overseas where reasonable steps are taken to ensure the recipient complies with the Privacy Act 2020.

Direct Marketing

We may use your information to promote products, services, or offers that may interest you. Marketing may be via email, SMS, or social media and may continue until you opt out.

You can opt out at any time by contacting us:

You can also unsubscribe from marketing emails using the link in the email footer.

Security

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure.

Bank or credit card details are encrypted. Tax invoices do not display full payment information.

If we no longer need your personal information, we will securely destroy or anonymise it, subject to any legal retention obligations.

Access and Correction

You may request access to your personal information, and we will take reasonable steps to ensure it is accurate and up to date.

If you believe the information is incorrect, you may request correction by contacting us at the details below. An administrative charge may apply for access requests.

Complaints

If you have a privacy complaint, contact us using the details below. We will acknowledge your complaint promptly and provide an estimated timeframe for response.

If you are unsatisfied with our handling of your complaint, you may contact the Office of the Privacy Commissioner: https://www.privacy.org.nz

Contact

For any privacy concerns, contact our privacy officer:

Changes to this Policy

We may update this privacy policy from time to time. Check our website regularly for updates.

More Information

For more information about privacy in New Zealand, visit the Office of the Privacy Commissioner at https://www.privacy.org.nz