Privacy Policy

Complete Care Pharmacy Privacy Policy

Last updated: 19/12/2025

1. About This Statement
Complete Care Pharmacy (we, us, our) is committed to protecting your privacy and handling your personal information responsibly. This Privacy Statement explains how we collect, use, store, and disclose your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).This statement applies to all Complete Care Pharmacy locations and our related services, including our Disability and Aged Care Services division

2. Who We Are

Complete Care Pharmacy
ABN 29 670 838 758
15 Chapel St Cremorne 3121, VIC
Contact Us:
Email: care@completecarepharmacies.com.au
Phone: 1300 704 390
Mail: 15 Chapel St Cremorne 3121, VIC

3. What Personal Information We Collect
The personal information we collect depends on your interaction with us. This may include:

Pharmacy Services:

    • Name, date of birth, address, contact details
    • Medicare number, DVA number, concession card details
    • Health information including medical conditions, medications, allergies, and health concerns
    • Prescription and medication history
    • Healthcare provider details (e.g., your doctor)
    • Identity verification documents (e.g., driver’s licence) as required by law for certain medications
    • Payment and billing information

Clinical and Health Services:

    • Health assessments and consultation records
    • Vaccination history and immunisation records
    • Blood pressure, blood glucose, and other health measurements
    • Information related to medication reviews, dose administration aids, and compliance programs
    • Referral information to and from healthcare providers

Complete Rewards Loyalty Program:

    • Name, address, email, phone number, date of birth
    • Purchase history (excluding prescription items)
    • Reward points balance and redemption history
    • Marketing preferences

Digital Services:

    • Information you provide through our website, or mobile applications
    • Records of your interactions with our digital platforms
    • Technical information (IP address, device information) when you use our online services

Disability and Aged Care Services (NDIS/Aged Care):

    • NDIS participant number and plan details
    • Care needs assessments and support requirements
    • Aged care referral and service delivery information
    • Information from family members, carers, or support coordinators where relevant

Employment and Business:

    • If you apply for employment: contact details, work history, qualifications, references
    • If you’re a contractor or supplier: business contact information, ABN, payment details

4. How We Collect Your Personal Information
We collect personal information:

Directly from you when:

    • You register as a customer or patient
    • You present a prescription for dispensing
    • You purchase products or services
    • You participate in clinical services (consultations, vaccinations, health checks)
    • You sign up for the Complete Rewards loyalty program
    • You request paperless receipts
    • You use our triage computer system or consultation pods
    • You interact with our staff in-store, by phone, or online
    • You complete forms or questionnaires
    • You engage our Disability and Aged Care Services

From third parties including:

    • Your doctors, specialists, or other healthcare providers (with your consent or as required by law)
    • Pathology services and hospitals
    • Medicare, the Department of Veterans’ Affairs, and other government agencies
    • NDIS, NDIS service providers, My Aged Care, or aged care service providers
    • Our service providers and technology platforms
    • Prescription exchange services
    • Other pharmacies when transferring prescriptions

From publicly available sources where necessary to verify information or prevent fraud. We will only collect sensitive information (including health information) with your consent or where required or authorised by law. Depending on the circumstances, your consent may be express (where you actively agree) or implied (where consent can reasonably be inferred from your actions or the circumstances).

5. Why We Collect, Hold, Use and Disclose Your Personal Information
We collect and use your personal information for the following purposes:

Primary Purposes:

    • Dispensing medications safely: Verifying your identity, checking for drug interactions, ensuring appropriate supply, maintaining medication records
    • Providing healthcare services: Delivering clinical consultations, vaccinations, health screening, medication reviews, and other professional pharmacy services
    • Legal and regulatory compliance: Meeting obligations under pharmacy, medicines, poisons, health records, and other relevant legislation
    • Professional record-keeping: Maintaining accurate patient records as required under pharmacy practice standards
    • Processing transactions: Managing purchases, processing payments, issuing receipts
    • Managing the Complete Rewards program: Tracking points, processing redemptions, managing your membership
    • Delivering Disability and Aged Care Services: Coordinating NDIS and aged care support services

Secondary Purposes:

    • Improving our services: Understanding customer needs, evaluating service quality, training staff
    • Communication: Sending you prescription reminders, health information, appointment confirmations, service updates
    • Marketing (with your consent): Providing information about products, services, health programs, and special offers that may interest you
    • Business operations: Managing our business, assessing franchise performance, developing new services
    • Research and planning (using de-identified data): Understanding health trends, improving pharmacy services, contributing to public health initiatives

We will not use or disclose your personal information for purposes unrelated to those listed above without your consent, unless required or authorised by law.

6. Who We May Share Your Personal Information With
We may disclose your personal information to:

Healthcare and Professional Services:

    • Your doctors, specialists, and other healthcare providers (when necessary for your care or with your consent)
    • Other pharmacies (e.g., when transferring prescriptions or continuing care)
    • Pathology laboratories and diagnostic services
    • Hospitals and emergency services (in emergencies)
    • Nurse practitioners and healthcare professionals working with us (including Axe Health and similar partners)
    • NDIS service providers and support coordinators
    • Professional indemnity insurers

Government Agencies:

    • Medicare Services Australia and the Department of Veterans’ Affairs (for PBS/RPBS processing)
    • NDIS and My Aged Care (for Disability and Aged Care Services)
    • Australian Health Practitioner Regulation Agency (AHPRA) and Pharmacy Board of Australia
    • State and territory health departments and medicines regulators
    • Law enforcement agencies (when required by law)

Service Providers and Business Partners:

    • Magikos Marketing Pty Ltd (trading as Know It All): Operates the Complete Rewards loyalty program on our behalf
    • Technology providers: Including providers of our Excipient workflow system, point-of-sale systems, and digital platforms
    • Payment processors and banks
    • Wholesalers and suppliers for stock management and supply chain purposes
    • Marketing and communication providers (where you’ve consented to marketing)

Third Parties with Your Consent:

    • Family members, carers, or authorised representatives (where you’ve provided consent or as permitted under guardianship arrangements)
    • Any other party you specifically authorise us to share information with

7. How We Store and Secure Your Personal Information
We take the security of your personal information seriously and implement physical, technical, and administrative safeguards including:

Physical Security:

    • Secure storage of paper records in locked areas with restricted access
    • Security systems at all pharmacy locations
    • Controlled access to staff-only areas

Digital Security:

    • Password-protected systems and encrypted data storage
    • Regular security updates and system monitoring
    • Secure cloud storage with reputable providers

Staff Training:

    • All staff are trained on privacy obligations and confidentiality
    • Confidentiality agreements with employees and contractors

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by relevant legislation and professional standards. When personal information is no longer required, we destroy or de-identify it securely.

8. Accessing and Correcting Your Personal Information

You have the right to:

    • Request access to the personal information we hold about you
    • Request correction of information that is inaccurate, out-of-date, incomplete, or misleading
    • Request information about our handling of your personal information

To make a request:

    1. Contact us using the details in Section 2
    2. Provide sufficient details to allow us to identify you and locate your information
    3. We may need to verify your identity before providing access

Response timeframes:
We aim to respond to access requests within 30 days. For complex requests, we will notify you if additional time is required.

Fees:
We will not charge you for making an access request. However, we may charge a reasonable fee to cover the administrative costs of providing access to large volumes of information.

Circumstances where we may deny access:
We may refuse access or correction in certain circumstances permitted under the Privacy Act, including where:

    • Providing access would pose a serious threat to life, health, or safety
    • Providing access would have an unreasonable impact on another person’s privacy
    • The request is frivolous or vexatious
    • The information relates to a legal dispute between you and us
    • Providing access would be unlawful or prejudice legal proceedings

If we deny your request, we will provide written reasons (unless it would be unreasonable or unlawful to do so).

9. Marketing and Communications

How we communicate with you:
We may contact you via email, SMS, phone, or mail to:

    • Send prescription reminders and health information
    • Provide appointment confirmations and follow-ups
    • Share information about products, services, and health programs
    • Deliver Complete Rewards offers and promotions

Your choices:

    • Marketing communications: You can opt out at any time by:
      • Clicking “unsubscribe” in our emails
      • Replying “STOP” to SMS messages
      • Contacting us directly using the details in Section 2
      • Updating your preferences in-store
    • Essential communications: You cannot opt out of essential service communications (e.g., prescription ready notifications, safety recalls) while you remain a customer

Complete Rewards Program:
By joining Complete Rewards, you consent to receive program-related communications. You can unsubscribe from Complete Rewards marketing while remaining a pharmacy customer.

10. Website and Digital Services

Cookies and similar technologies:
Our website and digital platforms may use cookies and similar technologies to:

    • Remember your preferences and settings
    • Understand how you use our services
    • Improve website functionality and user experience

You can manage cookie preferences through your browser settings, though some website features may not function properly if cookies are disabled.

Links to third-party websites:
Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies.

11. Privacy and Children
We do not knowingly collect personal information from children under 18 without parental or guardian consent, except where:

  • Required for the provision of pharmacy or healthcare services
  • Permitted or required by law
  • The child has sufficient maturity to understand the collection and provide consent

Parents and guardians may access and manage their child’s information by contacting us.

12. Changes to This Privacy Statement
We may update this Privacy Statement from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. The current version will always be available:

Significant changes will be notified via our website and in-store notices. Where required by law, we will seek your consent for material changes that affect how we handle your personal information.

13. How to Make a Privacy Complaint
If you believe we have breached your privacy rights or have concerns about how we handle your personal information:

Step 1: Contact us
Submit your complaint using the contact details in Section 2. Please include:

    • Your contact details
    • Details of the privacy concern or breach
    • Any relevant dates, locations, or staff involved
    • Your preferred resolution

Step 2: Our investigation
We will:

    • Acknowledge your complaint within 7 days
    • Investigate the matter thoroughly
    • Provide a written response within 30 days (or notify you if more time is needed)
    • Explain our findings and any action taken

Step 3: Not satisfied?
If you’re not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Office of the Australian Information Commissioner (OAIC)

Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Mail: GPO Box 5218, Sydney NSW 2001

14. Special Note About Health Information
Health information is afforded special protections under Australian privacy law. We handle your health information with particular care and only collect, use, and disclose it:

  • With your consent
  • When necessary to provide healthcare services
  • As required or authorised by law
  • In accordance with professional pharmacy standards and guidelines

Your health information is subject to additional confidentiality obligations under pharmacy registration requirements and professional codes of conduct.

Complete Care Pharmacy acknowledges the importance of your privacy and is committed to maintaining the trust you place in us with your personal information.

This Privacy Statement should be read in conjunction with the Complete Rewards Program Terms and Conditions for information specific to the loyalty program managed by Know It All.