Last updated: 08 December 2025
Esk Veterinary Services (“we”, “us”, “our”) is committed to protecting the privacy of our clients and their pets. This Privacy Policy explains how we collect, use, store and disclose your personal information when you visit our website, contact us, or use our veterinary services.
We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1. What personal information we collect
We may collect the following types of information:
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Client details – name, address, phone number, email address and preferred contact method
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Pet details – pet’s name, species, breed, age, medical history and treatment notes
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Appointment and payment information – booking details, invoices, payment method, and transaction records
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Online enquiry information – information you provide when you submit a contact form, request an appointment or sign up to our mailing list
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Website and usage data – IP address, browser type, pages visited and other analytics information collected via cookies and similar technologies
We only collect personal information that is reasonably necessary for us to provide our veterinary services, manage our clinic, and operate this website.
2. How we collect personal information
We may collect your personal information:
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When you visit our clinic in person
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When you contact us by phone, email or social media
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When you book an appointment online or via our app
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When you fill in a form on our website
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When you make a payment or request an invoice
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Automatically, when you use our website (via cookies and analytics tools)
Where reasonable and practical, we will collect personal information directly from you. In some cases, we may receive information from a third party (for example, another veterinary clinic, referral specialist, microchip registry or pet insurance provider).
3. Why we collect and use personal information
We collect, hold and use your personal information to:
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Provide veterinary care and related services for your pets
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Manage appointments, reminders and follow-up care
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Communicate with you about your pet’s health, test results and treatment options
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Issue invoices, process payments and manage our accounts
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Respond to enquiries, feedback or complaints
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Send appointment reminders and important service updates
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Maintain clinical records and comply with legal or regulatory obligations
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Improve our services, website and client experience
We may also, with your consent where required, use your contact details to send you clinic news, promotions or educational information. You can opt out of marketing communications at any time by following the unsubscribe instructions or contacting us.
4. Disclosure of personal information
We may disclose your personal information to:
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Other veterinarians, veterinary nurses, specialists or laboratories involved in your pet’s care
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Third-party service providers who help us operate our clinic and website (for example, practice management software, online booking platforms, payment processors, email and SMS providers, IT support and website hosting)
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Pet insurance providers, microchip registries or relevant regulatory bodies where necessary
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Our professional advisers (such as accountants or lawyers), where required for business or legal reasons
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Authorities, regulators or law enforcement agencies where we are required or authorised by law to do so
We will not sell, rent or trade your personal information to third parties for marketing purposes.
Some service providers may be located outside Australia. Where this occurs, we will take reasonable steps to ensure that any overseas recipients handle your personal information in a manner consistent with the Australian Privacy Principles.
5. Cookies and website analytics
Our website may use cookies and similar technologies to:
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Help the site function correctly
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Remember your preferences
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Analyse how visitors use our site so we can improve it
We may use third-party analytics services (such as Google Analytics) which collect information in an aggregated form about website traffic and usage patterns. This information does not personally identify you.
You can change your browser settings to refuse cookies, but this may affect how our website functions for you.
6. How we store and protect your information
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure. This includes:
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Using reputable practice management and booking systems
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Restricting access to personal information to staff who need it to perform their duties
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Using passwords and other security measures on our systems
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Securely destroying or de-identifying information when it is no longer required and we are no longer legally required to keep it
However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security of your information.
7. Accessing and correcting your personal information
You have the right to request access to the personal information we hold about you, and to request corrections if you believe it is inaccurate, out of date, incomplete or misleading.
To request access or a correction, please contact us using the details below. We may need to verify your identity before providing access. In some cases, we may be unable to provide access to certain information (for example, where it would unreasonably impact the privacy of others or where we are legally prevented from doing so). If this happens, we will explain why.
8. Direct marketing
We may use your contact details to send you information about our services, promotions or important clinic updates that we think may be of interest to you.
You can opt out of receiving marketing communications at any time by:
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Clicking the “unsubscribe” link in an email, or
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Contacting us using the details below
Even if you opt out of marketing, we may still contact you about appointments, reminders, invoices or important information relating to your pet’s care.
9. Links to other websites
Our website may contain links to third-party websites or services. We are not responsible for the privacy practices or content of those sites. We recommend you review the privacy policies of any external sites you visit.
10. Questions or complaints
If you have any questions, concerns or complaints about how we handle your personal information, please contact us:
Esk Veterinary Services
133 Ipswich St
Esk QLD 4312
Phone: (07) 5424 1299
Email: eskvetreception@gmail.com
We will take your complaint seriously and respond as soon as reasonably practicable. If you are not satisfied with our response, you may also contact the Office of the Australian Information Commissioner (OAIC).
11. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, services or legal obligations. The updated version will be posted on our website with the “Last updated” date revised accordingly. We encourage you to review this page periodically.