Privacy Policy

At Murray River Animal Hospital, we are committed to protecting your privacy and handling your personal information with care and transparency. This Privacy Policy outlines how we collect, use, store, and share your information, in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

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1. What We Collect

We may collect personal and sensitive information including but not limited to:

• Your name, address, phone number, and email address
• Your pet’s details (name, breed, age, medical history)
• Billing and payment information
• Appointment history and clinical records
• Any other information you provide to us through forms, phone calls, emails, or in person

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2. How We Collect It

We collect your personal information:

• When you make a booking or enquiry (in person, online, by phone or email)
• When you fill in new client or consent forms
• During consultations or treatment of your pet
• From referral vets, specialists, or pet insurers (with your consent)

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3. Why We Collect It

We collect your information so we can:

• Provide veterinary care to your pets
• Communicate with you about your pet’s health, upcoming appointments, or follow-up care
• Maintain accurate medical and client records
• Process payments and manage your account
• Comply with legal and regulatory requirements
• Improve our services and customer experience

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4. How We Store & Protect Your Information

We store your information securely in our veterinary practice management system, which is protected by password authentication and regular data backups.

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

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5. Disclosure of Information

We do not sell or rent your information to third parties. We may disclose information only:

• To external veterinary specialists or referral clinics (with your consent)
• To pet insurance providers (if you request a claim to be submitted)
• To government or regulatory bodies, only if legally required
• To our trusted service providers (e.g., software providers, accounting professionals), strictly for business operations

All third parties are bound by confidentiality and privacy obligations.

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6. Access & Corrections

You have the right to access the personal information we hold about you. If you believe any details are inaccurate, incomplete, or outdated, please contact us and we’ll promptly update our records.

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7. Online Data & Cookies

If you use our website, we may collect limited data such as IP address, browser type, or usage patterns using cookies and analytics tools. This helps us improve our website’s performance and user experience. You can disable cookies in your browser settings if you prefer.

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8. Marketing Communications

We may occasionally send appointment reminders, pet care tips, or clinic updates. You can opt out at any time by clicking 'unsubscribe' in emails or contacting us directly.

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9. Contact Us

If you have any questions about this Privacy Policy, or wish to access or update your information, please contact:

Murray River Animal Hospital‍

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10. Updates to This Policy

This Privacy Policy may be updated occasionally to reflect changes in legislation or our clinic processes. The most current version will always be available on our website or upon request.

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