Clear Ears Limited (we, us, our) is committed to protecting your privacy. We comply with our obligations under the Privacy Act 2020 (the Act) and Health Information Privacy Code 2020 (HIPC).

This Statement sets out how we collect, use, disclose and protect your personal and health information.

If you wish to seek further information on the Act or HIPC see

Why we collect your information and how we use it

We collect your information for the following purposes:

  • to verify your identity and understand your needs so we can offer and provide services to you
  • to send out information to you regarding appointments for our services
  • to administer and manage those services including charging you, collecting money that you owe us, and authorising and processing credit card transactions
  • to respond to communications from you, including questions, concerns, or a complaint
  • to improve the quality and safety of the services we provide, and to meet any regulatory requirements
  • to meet our legal and contractual obligations and requirements
  • to protect and/or enforce our legal rights and interests, including defending any claim
  • for any other purpose authorised by you, the Act, or the HIPC.

What information we collect and hold about you

The information we may collect about you might include your:

  • Name and date of birth
  • Gender
  • Address (postal and email)
  • Telephone number(s)
  • If relevant your ACC number and relevant information
  • Emergency contact details
  • Other information necessary for administrative purposes including billing and claims management
  • Any other information you provide


Who we collect your information from

If possible, we will collect information from you directly. This includes when you provide information to us via the website and any related service, through any registration or subscription process, through any contact with us (e.g. telephone call or email), or when you use our services and products.

We may also collect information about you from:

  • third parties such as your regular health practitioner where you have authorised this or have been referred by them.
  • Your family or whānau with your consent, or your lawful representative
  • Other sources, with your consent, or where authorised by law

Disclosing your information

  • We will only disclose your information:
  • If you have given us your permission
  • Where it is necessary and relevant to your treatment. This may include sharing relevant information with close family members, whānau, main caregiver or support persons, or your representative as defined in the HIPC, or other agencies unless you have specifically requested the information is not disclosed in this manner
  • in accordance with the Act, HIPC or where authorised or required by any other law
  • If we are required to share your information with another organisation including Government agencies (for example WINZ, regulatory agencies, the Health and Disability Commission)
  • Administration purposes including funding, service monitoring and evaluation, billing, and debt recovery
  • Responding to any concerns or complaints you have about our services
  • Quality improvement and responding to a complaint or proceedings
  • Health insurance funding where applicable

We will not disclose or use your information for the purposes of marketing or promotional activities unless you have authorised us to do so.

We may transfer your information in the case of a sale unless you have expressly asked us not to.


Protecting your personal information

We understand your information and privacy is important to you. We comply with our obligations under the Act and HIPC and take reasonable steps to keep your information safe from loss, unauthorised activity, or other misuse.

We will only keep your information for as long as we need it and/or are required to do so by law, and will dispose of it safely when it no longer serves a purpose.


Accessing and correcting your personal information

You have the right to access information we hold about you with some exceptions. If any information is withheld we will tell you why the information is being withheld. You may also request a correction to your information.

Before you exercise this right, we will need evidence to confirm that you are the individual to whom the personal information relates.

In respect of a request for correction, if we think the correction is reasonable and we are reasonably able to change the information, we will make the correction. If we do not make the correction, we will take reasonable steps to note on the personal information that you requested the correction and will explain why we have not made the change requested.

If you want to exercise either of the above rights, email us at [email protected]. Your email should provide evidence of who you are and set out the details of your request (e.g. the personal information, or the correction, that you are requesting).


Internet use

While we take reasonable steps to maintain secure internet connections, if you provide us with personal or health information over the internet, the provision of that information is at your own risk.

If you follow a link on our website to another site, the owner of that site will have its own privacy policy relating to your personal information. We have no control over the policies and practices of other parties. We suggest you review that site’s privacy policy before you provide personal information.
If you provide an email address through our website we will only use it to provide the requested service or respond to specific enquiries.


Contacting us

If you have any questions about this Privacy Statement, our privacy practices, or if you would like to request access to, or correction of, your information, you can contact us at [email protected].

If we are unable to answer your concerns to your satisfaction you may contact the Privacy Commissioner on Freephone 0800 803 909 or via e-mail at [email protected].


Changes to this Statement

We may change this Statement by uploading a revised Statement onto the website. The change will apply from the date that we upload the revised Statement. We encourage you to periodically review this Statement to be informed of how we may use, disclose, and protect your information.

This Statement was last updated on 1 February 2024.