Privacy Policy

Hurstville Chinatown Pharmacy

Last updated: 07/10/2026

Hurstville Chinatown Pharmacy (“we”, “us”, “our”) respects your privacy. This policy explains what personal and health information we collect, how we use, store and share it, and how you can access or correct your information or make a complaint.

We are bound by the Privacy Act 1988 (Cth), including the Australian Privacy Principles, and by the Health Records and Information Privacy Act 2002 (NSW), including the Health Privacy Principles.

1. What information we collect

• Identity and contact details: name, date of birth, address, phone number and email.
• Health information: your medicines, medical conditions, allergies, immunisation history, and My Health Record information we access to dispense medicines and provide services.
• Government and concession details: Medicare, concession card or Department of Veterans’ Affairs (DVA) details.
• Service records: prescriptions dispensed and notes from professional services such as vaccinations, MedsChecks, staged supply and dosage administration aids (DAAs).
• Payment and account details: payment records and, if you have an account with us, your account details.
• Enquiries and feedback: information you give us by phone, email, in person, or through our website or online forms.

We only collect sensitive information, such as health information, where it is needed to provide you with a health service, or where the law allows it.

2. Dealing with us anonymously

You can deal with us anonymously or using a different name where it is lawful and practical — for example, for a general enquiry or when buying non-prescription products. To dispense a prescription or provide most professional services, we need to know who you are.

3. How we collect your information

• Directly from you — in person, by phone, by email, or through the contact form or chat on our website.
• Through the online booking tool on our website, provided by MedAdvisor, when you book a service such as a vaccination.
• From your doctor or other health professionals, or from My Health Record, with your consent or where the law allows.
• From Medicare and Pharmaceutical Benefits Scheme (PBS) systems when we process claims.

If we receive information about you from someone else, we handle it in line with this policy.

4. Our website

Our website provides information about Hurstville Chinatown Pharmacy and our services.

Online bookings are provided by MedAdvisor. The booking tool on our Bookings page is MedAdvisor’s booking service, embedded in our website. When you make a booking, MedAdvisor collects and handles the details you enter on our behalf so that we can provide the service you have booked. MedAdvisor’s own privacy policy is available at mymedadvisor.com/en-au/privacy, and the booking tool may use MedAdvisor’s own cookies as described in that policy.

If you send us a message using the contact form or chat on our website, we collect the details you provide, such as your name, email address and message, and use them to respond to you. The contact form is protected by Google reCAPTCHA, and the Google Privacy Policy and Terms of Service apply.

Our website uses cookies to analyse website traffic and improve your experience, as described in the cookie notice on our website. Our website is hosted by GoDaddy.

5. Why we collect, use and share it

• To dispense medicines safely and provide pharmacy and professional services.
• To claim PBS and Medicare benefits and process payments.
• To meet our legal obligations — for example, reporting to NSW Health or the Australian Immunisation Register.
• To talk with your other health professionals, with your consent, so your care is coordinated.
• To send you reminders about your medicines or services, where you have agreed to receive them.
• For staff training, quality and safety review, and handling complaints — only as far as reasonably necessary.

We do not sell your personal information. We will not use your health information to send you marketing without your consent, and you can opt out of reminders or promotional messages at any time by contacting us.

6. How we store and protect it

We keep your information secure. Only staff who need it can access it. Paper records are kept in secure areas away from the public and destroyed securely. Our computer systems are password-protected and each staff member has their own login.

We keep health records for at least the time required by NSW law — generally at least 7 years after your last service, or for a child, until they turn 25 — and then destroy or de-identify them securely.

7. When we share your information

We share your information with your consent — for example, with another health professional caring for you, or by uploading it to My Health Record. We may also share it without your consent where the law allows or requires it — for example, to prevent a serious threat to someone’s life, health or safety, to comply with a court order, or for an approved public health purpose.

We use trusted service providers, such as software, IT and payment providers, to help run the pharmacy. They may handle your information only to provide that service and must protect it.

8. Information stored outside Australia

Our primary dispensing records are stored on systems used by the pharmacy. Some service providers we use may store, process or access personal information outside Australia. For example, our email, document storage and website providers may process information in the United States, and our booking and medication-management provider, MedAdvisor, states that its overseas service providers may access personal information in New Zealand, the Philippines, India and Vietnam. Where this occurs, we take reasonable steps to ensure personal information is handled in accordance with applicable Australian privacy requirements.

9. Computer programs that assist our staff

We use pharmacy and healthcare software that may analyse information in medication, prescribing or dispensing records and provide clinical alerts, warnings or service eligibility prompts. These tools support our pharmacists and staff in providing pharmacy services. They do not independently make decisions about your care or whether a medicine will be supplied.

A pharmacist or staff member reviews relevant alerts or prompts and applies appropriate professional judgement.

From 10 December 2026, privacy law requires organisations to explain any use of computer programs to make decisions, or to do things substantially and directly related to making decisions, that could significantly affect a person’s rights or interests. If we begin to use computer programs in this way, we will update this policy to explain the kinds of decisions involved and the kinds of personal information used.

10. Accessing or correcting your information

You can ask to see, or correct, the personal information we hold about you at any time. Ask any of our pharmacists in person, call us, or write to us. We will check your identity and respond to your request within a reasonable period and in accordance with applicable privacy law.

It is free to make a request. If you ask for copies, we may charge a reasonable fee to cover our costs, and we will tell you the amount first. If we cannot give you access or make a correction, we will explain why in writing and tell you how to complain.

11. Data breaches

If your personal information is involved in a data breach that is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner (OAIC), as required by the Notifiable Data Breaches scheme.

12. Making a complaint

Step 1 — Talk to us. Contact our pharmacist in charge or our Privacy Officer, Jim Du (Proprietor), in person, by phone or in writing (details below). We will acknowledge your complaint promptly and aim to resolve it within 30 days.

Step 2 — Contact a regulator. If you are not satisfied with our response, you can complain to:

• Office of the Australian Information Commissioner (OAIC): oaic.gov.au, 1300 363 992; or
• Information and Privacy Commission NSW (IPC): ipc.nsw.gov.au, 1800 472 679.

13. Contact us

Privacy Officer: Jim Du, Proprietor

Hurstville Chinatown Pharmacy, 1/172 Forest Rd, Hurstville NSW 2220

Phone: 02 9580 8462

Email: hurstvillechinatown@gmail.com

Website: hurstvillechinatownpharmacy.com.au

14. Changes to this policy

We review this policy regularly and may update it. The current version is always available on our website. A free printed copy is available at the pharmacy counter, and we can provide it in another format on request.