PRIVACY POLICY
Last updated: 28 September 2026
1. About this Privacy Policy
ACPHARM Queensland Pty Ltd (ACPHARM, we, us or our) is committed to protecting the privacy and confidentiality of the personal information and health information entrusted to us.
As a pharmacy and private sector health service provider, ACPHARM is subject to the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains how we collect, hold, use, disclose and protect personal information, including health information, and how you can access or correct your information or make a privacy complaint.
This policy applies to information collected through our pharmacy, website, telephone and email communications, prescription and ordering systems, online forms, healthcare providers and other interactions with ACPHARM.
2. What is personal information?
Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.
Personal information may include your name; date of birth; residential, postal and delivery addresses; telephone number and email address; payment and transaction information; prescription and order information; details about your prescriber, clinic, healthcare provider or authorised representative; correspondence and communications with ACPHARM; account and customer information; information required for delivery, collection or payment; information provided through our website or online forms; and technical information associated with use of our website, such as IP address, browser information and website activity.
3. Health and other sensitive information
Health information is sensitive information under the Privacy Act and is treated accordingly.
Because ACPHARM provides pharmacy and compounding services, we may collect health information including prescriptions and electronic prescription information; medicines prescribed, dispensed or requested; current and previous medications; vitamins and supplements; allergies and adverse reactions; medical conditions and relevant medical history; pregnancy or breastfeeding information where relevant; dosage, strength and treatment information; information provided by your doctor, specialist, pharmacist, clinic or other healthcare provider; information required to assess the appropriateness or safety of a medicine; information about previous medicines supplied by ACPHARM; clinical notes and pharmacist communications; information about treatment outcomes, adverse events or product complaints; and other health information you or your healthcare provider provide to us.
We only collect sensitive information where it is reasonably necessary for our functions and activities and where you have consented, including express or implied consent, or where collection is otherwise permitted or required by law.
We ask that you only provide health information that is relevant to the pharmacy service, product or enquiry concerned.
4. Information about children and other patients
We may collect personal and health information about children, people who require assistance managing their healthcare, and patients whose medication is ordered by another person.
Information may be provided by a parent, guardian, carer, authorised representative, prescriber, clinic or other healthcare provider.
We take reasonable steps to ensure that the person providing information or making decisions on behalf of another person is authorised to do so where this is required.
5. How we collect information
We usually collect personal and health information directly from you.
This may occur when you provide a prescription or electronic prescription; order or collect medication; request a prescription quote; submit an online form; create or use an online account; telephone, email or visit us; provide health information to one of our pharmacists or staff; purchase a product or service; make a payment; subscribe to communications; make a complaint or enquiry; or otherwise communicate with ACPHARM.
We may also collect information from doctors and other prescribers; medical clinics; hospitals and other healthcare providers; other pharmacies; parents, guardians, carers or authorised representatives; electronic prescription and pharmacy systems; delivery and courier providers; payment providers; and government, regulatory or professional bodies where permitted or required by law.
For business and professional relationships, we may also obtain professional contact information from publicly available sources.
6. If we receive information we did not request
Sometimes ACPHARM may receive personal or health information that we did not request.
Where this occurs, we will determine whether we could lawfully have collected the information. If we could not have collected it and we are not legally required to retain it, we will take reasonable steps to destroy or de-identify it.
7. Why we collect, hold, use and disclose information
We may collect, hold, use and disclose personal information for purposes including identifying patients and customers; receiving, validating and processing prescriptions; dispensing and compounding medicines; assessing whether a requested medicine or formulation can be safely and appropriately supplied; undertaking pharmacist clinical review; checking medications, allergies, medical conditions and other information relevant to medicine safety; communicating with your prescriber or other healthcare provider where reasonably necessary; obtaining clarification or confirmation of a prescription; providing medication information and pharmacy services; preparing prescription quotes; managing repeat prescriptions; creating and maintaining pharmacy and dispensing records; contacting you about your prescription, medicine, order or enquiry; arranging delivery or collection; processing payments and accounts; issuing invoices, receipts and private health documentation; responding to enquiries, feedback and complaints; investigating product quality issues, adverse events or medication incidents; managing product recalls or important safety communications; preventing or investigating suspected fraud or unlawful activity; managing our business systems and service providers; training, quality assurance and internal administration; complying with pharmacy, medicines, taxation, record-keeping, regulatory and other legal obligations; responding to lawful requests from regulators, courts and government bodies; establishing, exercising or defending legal claims; and any other purpose for which you have consented or which is permitted or required by law.
Where appropriate, ACPHARM may use de-identified information for internal analysis, service improvement, quality assurance or business planning.
8. What happens if you do not provide information?
You are not required to provide personal information unless required by law.
However, if ACPHARM cannot collect information that is reasonably necessary to provide a pharmacy service, we may be unable to dispense or compound a medicine; determine whether a medication is appropriate or safe to supply; process a prescription; provide an accurate quote; contact you about your order; arrange delivery; process payment; or properly respond to an enquiry.
9. Anonymity and pseudonyms
You may deal with ACPHARM anonymously or using a pseudonym where this is lawful and practicable.
This may be possible for some general enquiries. It will generally not be practicable for prescription, dispensing, clinical, payment, delivery or patient-specific services because ACPHARM must be able to correctly identify the patient and comply with pharmacy and medicines legislation.
10. Disclosure of information
ACPHARM does not sell personal or health information.
We may disclose information where reasonably necessary to your doctor or other prescriber; another pharmacist or healthcare provider involved in your care; a clinic involved in arranging your treatment, where authorised or otherwise permitted; your authorised representative, parent, guardian or carer; pharmacy dispensing and electronic prescription service providers; IT, website, telecommunications, software and cloud service providers; payment and banking service providers; postal, courier and delivery providers; accountants, auditors, insurers, legal advisers and professional advisers; contractors providing services to ACPHARM; government authorities, professional regulators and law enforcement bodies where required or authorised by law; and other parties where you have authorised the disclosure or where it is otherwise permitted or required by law.
We only provide information that is reasonably necessary for the relevant purpose.
11. Clinics and prescribers ordering on behalf of patients
Where a prescription or order is received through a doctor, clinic or other healthcare provider, ACPHARM may communicate with that provider about matters reasonably connected with the prescription or supply of medication.
This may include prescription clarification; formulation or dosage questions; clinical or medication safety issues; order status; prescription validity; supply issues; and information necessary to provide the requested pharmacy service.
We will not disclose unrelated patient information to a clinic or healthcare provider unless the patient has authorised the disclosure or it is otherwise permitted or required by law.
12. Direct marketing
ACPHARM may send marketing communications where permitted by law.
Where we request consent to receive marketing, this will be separate from consent or acknowledgement required to provide pharmacy services.
You are not required to agree to marketing in order to obtain pharmacy services from ACPHARM.
Because health information is sensitive information, ACPHARM will not use or disclose health information for direct marketing unless you have specifically consented to that use or disclosure.
Marketing communications may include information about ACPHARM services, pharmacy news, products or offers.
You may withdraw your marketing consent or unsubscribe at any time using the unsubscribe facility provided in the communication or by contacting us. We will process unsubscribe requests in accordance with applicable law.
Opting out of marketing will not prevent ACPHARM from sending necessary service communications concerning your prescription, medication, payment, delivery, account, product safety or other pharmacy services.
13. Website, cookies and analytics
When you use the ACPHARM website, certain technical information may be collected automatically. This may include IP address; browser and device information; pages visited; date and time of access; referring website; website interactions; and cookie or similar technology information.
We may use cookies and similar technologies to operate the website, maintain security, remember preferences, understand website usage and improve our services.
Some website functionality may be provided by third-party service providers.
You can control cookies through your browser settings, although disabling cookies may affect some website functionality.
Where information collected through the website identifies or can reasonably identify an individual, we will handle it as personal information under this Privacy Policy.
14. Payment information
ACPHARM collects information reasonably necessary to process payments and maintain transaction and accounting records.
Payment processing may involve banks, payment gateways or other payment service providers.
Where ACPHARM retains payment information for future transactions, it will only do so where authorised by the customer and subject to appropriate security controls.
We do not use payment information for unrelated purposes.
15. Overseas disclosure and processing
ACPHARM uses third-party technology and service providers to operate parts of our business. Depending on the provider and service involved, personal information may be stored, processed or accessed outside Australia.
Before disclosing personal information to an overseas recipient, ACPHARM will take reasonable steps required by the Australian Privacy Principles to ensure the information is handled appropriately, unless an exception under the Privacy Act applies.
Likely overseas recipient locations: [INSERT CONFIRMED COUNTRIES AFTER REVIEW OF ACPHARM'S WEBSITE HOST, MICROSOFT/EMAIL, CLOUD STORAGE, PHARMACY SOFTWARE, PAYMENT, CRM AND OTHER RELEVANT PROVIDERS].
We periodically review our service-provider arrangements. If the countries in which overseas recipients are likely to be located change materially, we will update this policy.
16. How we protect information
ACPHARM takes reasonable steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification and disclosure.
Our security measures may include restricting access to information according to staff roles and responsibilities; staff confidentiality and privacy requirements; password and authentication controls; physical security within pharmacy and office areas; secure systems and access controls; system maintenance, backups and monitoring; procedures for handling prescriptions and health information; staff privacy and information-security training; controls over third-party service providers; and secure destruction or de-identification of information when appropriate.
No electronic system can be guaranteed to be completely secure, but ACPHARM takes reasonable steps appropriate to the nature and sensitivity of the information we hold.
17. Data breaches
ACPHARM maintains procedures for responding to suspected or actual privacy and data-security incidents.
If a data breach occurs, we will take reasonable steps to contain and assess the incident and reduce potential harm.
Where a breach is an eligible data breach under the Notifiable Data Breaches scheme, ACPHARM will notify the Office of the Australian Information Commissioner and affected individuals as required by law.
18. How long we keep information
ACPHARM retains personal and health information for as long as reasonably necessary for the purpose for which it was collected and to meet our legal, pharmacy, taxation, regulatory and professional record-keeping obligations.
Prescription, dispensing and other healthcare records may therefore need to be retained for minimum periods required by law.
Where personal information is no longer required and ACPHARM is not legally required to retain it, we will take reasonable steps to destroy it securely or de-identify it.
19. Accuracy of information
ACPHARM takes reasonable steps to ensure personal information it collects, uses and discloses is accurate, up to date, complete and relevant for its intended purpose.
Patients should tell us when important information changes, particularly contact details; address; current medications; allergies; medical conditions; and other information that may affect medication safety.
20. Access to your personal information
You may request access to personal information ACPHARM holds about you.
We may need to verify your identity before providing access.
We will respond within a reasonable period and generally aim to respond within 30 calendar days.
There is no charge for making an access request. If providing access would involve significant administrative costs and the law permits us to charge a reasonable amount, we will explain this before proceeding.
In some circumstances the Privacy Act or another law may allow or require us to refuse access to some or all information.
If we refuse access, we will provide written reasons where required and explain the available complaint mechanisms.
21. Correcting your information
You may ask ACPHARM to correct personal information you believe is inaccurate, out of date, incomplete, irrelevant or misleading.
We may also correct information where we are satisfied that a correction is required.
We will take reasonable steps to respond to correction requests and, where appropriate, notify relevant third parties to whom incorrect information was previously disclosed.
22. Privacy complaints
If you believe ACPHARM has not handled your personal information appropriately, please contact us.
Please provide enough information for us to understand and investigate the issue.
We will acknowledge and assess the complaint; investigate the circumstances; communicate with you where further information is required; aim to provide a response within a reasonable period; and take appropriate corrective action where necessary.
Privacy complaints should be directed to:
Privacy Officer
ACPHARM Queensland Pty Ltd
20 Central Park Avenue
Ashmore QLD 4214
Telephone: 07 5526 5422
Email: admin@acpharm.com.au
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or visit www.oaic.gov.au.
23. Automated decision-making
As at the date of this policy, ACPHARM does not arrange for computer programs using personal information to make, or substantially and directly assist in making, decisions that could reasonably be expected to significantly affect an individual’s rights or interests.
If ACPHARM introduces technology of this kind, we will update this Privacy Policy to describe the personal information used and the types of decisions involved as required by law.
24. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes to our practices, systems, service providers or legal obligations.
The current version will be published at www.acpharm.com.au/privacy-policy/. The date of the latest revision will appear at the beginning of the policy.
25. Contact us
Questions about this Privacy Policy or ACPHARM's handling of personal information can be directed to:
Privacy Officer
ACPHARM Queensland Pty Ltd
20 Central Park Avenue
Ashmore QLD 4214
Telephone: 07 5526 5422
Email: admin@acpharm.com.au