Privacy Policy

Overview

At Hays Chemist, your health and privacy are treated with the highest priority, and we recognise the sensitive nature of the information you share with us. To make this information easier to navigate, we have provided a summary of our key privacy practices below, with full details available in the complete policy.

Why we collect your information: We collect your information to provide pharmacy services, process your orders, and ensure your clinical safety (such as checking for drug interactions).
What information we collect: This includes your name, contact details, and delivery address, as well as sensitive health information such as prescriptions and government identifiers (Medicare/DVA numbers).
Who we get information from: Most information comes directly from you when you create an account or place an order. We may also receive data from authorised third parties, like prescription providers or healthcare professionals.
Who we share it with: We only share your data with essential partners involved in your care, including licensed pharmacies, delivery couriers, secure payment processors, and regulatory bodies where required by law.
How we handle your information: We use robust security technologies and restricted access protocols. Your health data is only accessible to authorised clinical staff. We do not store full credit card details on our servers.
Your rights: You have the right to access the personal information we hold about you and request corrections if any details are inaccurate or incomplete.

Hays Chemist (Hays Chemist/ we/ us/ our), an online pharmacy operated by Hay Family Website Trust (ABN *****), is committed to protecting the privacy of personal information collected through our website and related services.

This Privacy Policy explains how that information is collected, used, and managed in connection with our online pharmacy services.
The collection and handling of personal information under this policy is governed by the Privacy Act 1988 (Cth).

Terms such as “personal information” and “sensitive information”, when used in this Privacy Policy, are defined in line with the Privacy Act.
You are encouraged to review this Privacy Policy for information about how personal information is collected, held, used, and managed. From time to time, this Privacy Policy may be updated to reflect changes to our practices or legal requirements, and the most current version will be made available on our website.

How We Collect Personal Information

We collect personal information where it is reasonably necessary for, or directly related to, our functions and activities, including the provision of goods and services. Personal information may be collected when you:

Create an account through our website
Place an order or make a purchase
Subscribe to newsletters or other communications
Contact our customer service team for enquiries or support
Otherwise engage with us as a customer or prospective customer Personal information may also be collected when you:
Use or browse our website, including through cookies and web analytics tools used to understand website usage and improve our services
Interact with authorised third-party services made available through our website, such as:
prescription providers
payment service providers
delivery and fulfilment partners
other service providers supporting our online pharmacy services

In some circumstances, and where permitted by law, we may also receive personal information from third parties in connection with the services you choose to use. Types of Personal Information We Collect The type of personal information we collect depends on how you interact with Hays Chemist and the services you choose to use. The categories below outline the types of personal information that may be collected, along with examples provided for clarity.

Identity and contact information – name, date of birth, contact details, and delivery address.
Account and transaction information – account login details, order history, and transaction records. Payment information is processed securely by authorised third-party payment providers.
Communications – enquiries, feedback, complaints, and your preferences in receiving marketing or promotional materials from us.
Online and technical information – IP address, browser or device information, website usage data, and information collected through cookies and similar technologies.
Other information – information provided through application forms or supporting documents, or other information we are required or authorised to collect under applicable laws.

Sensitive and health information

Some personal information is classified as sensitive information and is subject to additional privacy protections. This category is outlined to help customers understand the nature of information that may be involved when pharmacy services are used. Sensitive information includes information or an opinion about an individual’s health, genetic information, and other information protected under privacy laws.

Health information is a type of sensitive information and includes:

Information required to process prescriptions or pharmacy orders (including electronic prescription tokens).
Government identifiers such as Medicare, DVA, or Healthcare Concession card numbers, used for verifying eligibility for government-subsidised services.
Details of pharmaceutical purchases and information necessary to meet legal and regulatory obligations associated with providing pharmacy services.

Sensitive and health information is handled with a higher level of care in accordance with applicable privacy laws.

Access to this information is limited to authorised pharmacists and clinical staff who need it to provide pharmacy services. Additional security measures are used to protect sensitive records and staff receive training on privacy and the proper handling of health information. 

How We Use Personal Information We use personal information to operate Hays Chemist and deliver our online pharmacy services.

Personal information may be used for the following purposes: 

Account and customer management - Activate and manage customer accounts, verify identity where required, and maintain accurate and up-to-date customer records.
Orders, payments, and delivery - Process orders and payments, arrange delivery of goods, and manage refunds, discounts, or other order-related adjustments.
Customer support and communications - Respond to enquiries, feedback, or complaints and communicate with customers about their accounts, orders, or use of our services.
Safety and quality monitoring – Support the identification of potential drug interactions or contraindications and assist with clinical actions, such as product recalls, that help protect patient safety.
Marketing and communications - May be used to send information about products, offers, or updates where permitted by law. Marketing communications include options to manage preferences or opt out at any time.
Legal, compliance, and operational requirements - To meet legal, regulatory, auditing, and record-keeping obligations, and to maintain the functionality, security, and integrity of our website and systems.

When We Disclose Personal Information

Sensitive and health information is handled with a higher level of care in accordance with applicable privacy laws. Access to this information is limited to authorised pharmacists and clinical staff who need it to provide pharmacy services. Additional security measures are used to protect sensitive records and staff receive training on privacy and the proper handling of health information.  Personal information may be shared in specific circumstances to support service delivery, operational requirements, or compliance with applicable laws.

We may share personal information with the following entities:

Licensed pharmacies and healthcare professionals involved in order fulfilment
Delivery and logistics providers
Payment processing providers
IT, hosting, and security service providers
Business associates and other service providers who support our operations
Regulatory bodies or government authorities, where required or authorised by law

How We Store and Protect Personal Information

We take data security seriously and apply appropriate safeguards to protect personal and health information from misuse, loss, or unauthorised access, modification, or disclosure. Our website uses secure technologies to protect information as it is transmitted to us. Personal and health information is stored within secure and protected database environments that are managed in accordance with local regulatory standards.

Access to personal information is restricted to authorised personnel who need it to perform their clinical or operational duties. System access is monitored and logged to support accountability. Hays Chemist does not store full payment card details; all payment transactions are handled through secure and compliant third-party payment providers that specialise in protecting financial information.

Personal information is retained only for as long as required to meet the purposes outlined in this policy or to comply with legal obligations, including mandatory retention periods for pharmacy and prescription records.

When information is no longer needed, it is securely destroyed or de-identified in accordance with the Privacy Act. Access and Correction of Personal Information We take reasonable steps to keep personal information accurate and up to date. You may request access to the personal information we hold about you, or ask for corrections if any information is inaccurate, out of date, or incomplete.

Requests should be made in writing by emailing l-hay@live.com.au. To protect your information, we may ask you to confirm your identity before processing your request.  Enquiries, Feedback, and Complaints

If you have any questions about this Privacy Policy, would like further information, or wish to raise a concern about how your personal information has been handled, you are welcome to contact Hays Chemist using the details below:

Hays Chemist

1 Pharmacy Avenue
Robina Town Centre QLD 4230
Australia
Phone:
Email:

We aim to respond to all enquiries and complaints within a reasonable timeframe and will take appropriate steps to address any concerns raised.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner

(OAIC) for further assistance:

Office of the Australian Information Commissioner: 1300 363 992
Website: www.oaic.gov.au

This Privacy Policy was last updated on 1 June 2026.

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