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Privacy Policy

Effective Date: November 2026
Business Name: Frankston Family Natural Medicine
ABN: 74 459 332 155
Address: 31 Pratt Avenue, Frankston South, VIC, 3199
Phone: 03 8762 7100
Email: info@ffnm.com.au

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1. Our Commitment to Your Privacy

Frankston Family Natural Medicine respects your right to privacy and is committed to safeguarding the personal and health information we collect. We adhere to the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). 

 

2. What Personal and Sensitive Information We Collect

To provide safe healthcare and run our website, we may collect:

  • Contact & Clinical details: Name, date of birth, contact details, medical history, symptoms, and treatment notes.

  • Booking & Financial Data: Appointment schedules, billing records, and secure credit card payments processed via our integrated billing systems.

  • Website and Advertising Data: Cookies, IP addresses, device identifiers, and browsing activity collected through tracking tools such as Google Analytics and Google Ads tracking tags.

 

3. How We Collect Your Information

We collect your information:

  • Directly from you via phone, email, or our digital intake forms.

  • Online via our embedded booking portal powered by Zanda Health.

  • Automatically when you interact with our website, click on our Google Ads, or fill out online inquiry forms. [1, 2]

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4. Why We Collect, Use, and Disclose Your Information

We use your information to coordinate clinical care, manage appointments, and evaluate our marketing campaigns.

  • Third-Party Service Providers: We securely share necessary data with trusted third-party providers who host or process data on our behalf, including Zanda Health (our cloud-based practice management system) and our integrated payment processors. These partners are bound by strict data security standards.

  • Google Advertising and Analytics (GA4): We use Google Ads and Google Analytics 4 (GA4) to analyse how visitors interact with our website and to measure ad performance (conversion tracking). GA4 automatically collects data such as your location, device type, and the pages you visit. This data is aggregated and anonymised. In strict accordance with Google's Advertising Policies for healthcare, we do not pass any sensitive clinical data, health histories, or personally identifiable patient records to Google. We do not use personalised remarketing or interest-based advertising.

 

5. Data Storage, Cookies, and Opt-Outs

  • Practice Management Security: All clinical files, medical histories, and booking details are stored securely using Zanda Health, a secure practice management platform utilizing Australian-hosted cloud infrastructure and robust data encryption.

  • Cookies and Tracking Technology: Our website uses first-party cookies (set by our site) and third-party cookies (set by Google) to track conversions from our Google Ads and analyze website traffic. These cookies help us understand if a user who clicked our ad ended up visiting our site or booking an appointment.

  • Your Control and Opt-Outs: You can manage, block, or delete cookies at any time via your browser settings. To specifically opt out of Google’s analytics tracking across all websites, you can install the official Google Analytics Opt-out Browser Add-on.

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6. Accessing and Correcting Your Information

You have the right to request access to the personal and health information we hold about you, or ask for corrections if it is inaccurate. To request this, contact us at info@frankstonfamilynaturalmedicine.com.au. We will respond within 14-30 days. 

 

7. Privacy Complaints

If you believe your privacy has been breached, please contact our Privacy Officer first:

  • Email: Ruth Brunt

  • Phone: 03 8762 7100

  • Address: 31 Pratt Avenue, Frankston South, VIC, 3199

We will acknowledge your complaint within 5 business days and investigate it promptly. If you are unsatisfied with our response, you can escalate the matter to the Office of the Australian Information Commissioner (OAIC):

 

8. Changes to This Policy

We may update this privacy policy from time to time by posting the revised version on our website.

Telehealth Services Available

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