Privacy Policy

Our commitment to your privacy 

FriendlyCare Pharmacy is committed to protecting the privacy of personal information we collect from customers, members, staff, contractors and other individuals we deal with. We manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and our professional and legal obligations as a community pharmacy.

This Privacy Policy explains how we collect, use, store and disclose personal information, how you can access or correct your information, and how to make a privacy complaint.

By interacting with FriendlyCare Pharmacy, including visiting our website, using our services or providing personal information to us, you consent to the handling of your personal information as described in this Privacy Policy.

 

What personal information we collect 

The types of personal information we may collect include:

  • Name, address, phone number, email address and date of birth
  • Gender and other demographic information such as postcode
  • Information required to dispense medicines safely, including Medicare details, concession card details, prescribing information and medication history
  • Identity information required to confirm eligibility for medication supply
  • Information relating to membership or loyalty programs
  • Information you provide in customer surveys or feedback
  • Employment related information for staff and contractors, including information required for payroll and regulatory purposes

We only collect personal information that is reasonably necessary for our functions and activities.

 

Mandatory and optional information 

Some personal information is required by law or professional standards, including information needed to safely dispense medication and maintain pharmacy records.

Other information is optional, such as an email address or mobile number for electronic receipts, reminders, membership programs or marketing communications. You may choose not to provide optional information, and this will not affect your ability to receive pharmacy services.

You may also withdraw your consent for optional uses of your personal information at any time, subject to legal or professional record-keeping requirements.

 

How we collect personal information 

We usually collect personal information directly from you or your authorised representative. This may occur:

  • In person at our pharmacy
  • When you provide a prescription or request pharmacy services
  • Over the phone or by email
  • Through written forms or correspondence
  • Via our website or social media pages
  • Through membership or loyalty program enrolment
  • From third parties such as prescribing doctors, health service providers or service partners where permitted or required by law

Where personal information is collected in person, we take reasonable steps to explain why the information is needed and how it will be used.

  • why the information is being collected
  • whether providing the information is required by law or is optional
  • how the information will be used and stored
  • any consequences of choosing not to provide optional information

You are entitled to ask why information is being requested and to decline providing optional information.

 

How we use personal information 

We use personal information for purposes including:

  • Dispensing medicines safely and accurately
  • Meeting our legal, regulatory and professional obligations
  • Maintaining accurate medication and customer records
  • Validating prescriptions with prescribers when required
  • Communicating with you about your medications or pharmacy services
  • Providing receipts, including electronic receipts where requested
  • Managing membership or loyalty programs
  • Improving our products and services
  • Conducting customer research and feedback activities
  • Sending information about products, services or promotions where you have consented or where permitted by law

We do not sell personal information.

 

Electronic and paperless receipts

We may offer electronic or paperless receipts. Providing an email address or mobile number for this purpose is optional.

If you choose not to provide contact details, you may still receive a paper receipt and access all pharmacy services without limitation.

Contact details collected for electronic receipts are used only for that purpose, unless you have separately consented to another use or where permitted by law. 

 

Disclosure of personal information 

We may disclose personal information to:

  • Healthcare providers involved in your care
  • Service providers who assist us with pharmacy operations, technology, payments or communications
  • Regulatory authorities where required by law
  • Other parties where you have provided consent or where disclosure is authorised or required by law

We take reasonable steps to ensure that third parties handle personal information securely and in accordance with privacy obligations.

 

Data security and storage 

FriendlyCare Pharmacy takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Personal information is stored in secure electronic systems and, where applicable, in physical records stored in locked facilities. Our security measures include:

  • Password protected systems and user access controls
  • Encryption, firewalls and anti-virus software
  • Secure payment gateways
  • Restricted staff access based on role requirements
  • Staff training in privacy and confidentiality

Our website and electronic systems are hosted in Australia. By providing your personal information, you consent to it being stored and processed on servers located in Australia.     

 

Retention and destruction of information 

We retain personal information only for as long as it is required to meet legal, regulatory, professional or operational requirements.

  • prescription and dispensing records are retained in accordance with pharmacy and health record legislation
  • identity information collected for eligibility verification is not retained unless legally required
  • marketing information and optional contact details are removed or de-identified when no longer required

When personal information is no longer required, we take reasonable steps to securely destroy or de-identify it.

 

Cookies and website analytics 

Our website uses cookies to analyse website traffic and improve user experience. Cookies collect information such as pages visited and time spent on the site. This information is used for statistical purposes only and does not identify you personally.

You can choose to accept or decline cookies through your browser settings. Declining cookies may affect website functionality.

 

Links to other websites 

Our website may contain links to third party websites. We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies.

 

Accessing and correcting your personal information 

You may request access to the personal information we hold about you or request corrections if you believe it is inaccurate, out of date or incomplete. Requests can be made by contacting us using the details below. We will respond within a reasonable timeframe and in accordance with the Privacy Act.

 

Direct marketing 

We may use your personal information to provide information about products, services or promotions. You may opt out of marketing communications at any time by contacting us or using the unsubscribe option where available.

 

Privacy complaints 

If you have a concern or complaint about how we have handled your personal information, please contact us using the details below. We will investigate and respond to your complaint in a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

 

Contact us 

Friendly Care Management Pty Ltd
PO Box 604
Booval QLD 4304
headoffice@friendlycare.com.au

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