Mobilitycare Pty Ltd ("Mobilitycare", "we", "us" or "our") is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, store, and protect your personal information when you use our website or services. We adhere to the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles in handling your personal information. By using our website or providing your information, you consent to the practices described in this Privacy Policy. If you do not agree with any part of this Policy, please refrain from using our services.
The types of personal information we may collect include:
Name, mailing address, email address, phone number, and other identifiers by which you may be contacted.
Records of products you request quotes for or purchase, including the details of those products, quote history, order dates, and any corresponding communications.
When you proceed with an order or service that involves payment, we (or our third-party payment processors) collect payment details. Note that for online payments, card details are typically processed by secure third-party gateways and not stored on our servers.
If you enquire about or schedule home trials, equipment rentals, or clinical support services, we may collect information relevant to those services (e.g., your preferences, health or accessibility needs you disclose, and the address for a home trial). Any health or disability information you choose to share with us (for example, to tailor a product recommendation or trial) is treated as confidential and used only for that purpose.
Copies of your communications with us, such as emails, phone calls (we may keep notes), and online chat queries. This can include enquiries, support requests, or feedback.
When you visit our website, our system automatically collects certain information about your device and browsing actions. We also collect information through cookies and similar technologies as described below (see Cookies and Analytics). This data helps us understand how users use our site and enables us to improve our services.
When you interact with our website or emails, we use technologies to gather usage data (as detailed under Cookies and Analytics below). For instance, we collect information when you browse our site, click on products, add items to your quote list, or make a purchase.
If we provide services like home demonstrations or equipment trials, we might collect information during those processes (for example, feedback from you during a trial, or measurements and assessments needed to customise a product).
In some cases, we may receive information about you from third parties. For example, if you are a healthcare client and a healthcare professional or an NDIS plan manager arranges a quote or order on your behalf, they might provide us with your details. We will only collect information from third parties where it is not reasonable or practical to collect it from you directly, and we will take reasonable steps to ensure you are aware of the collection.
If you engage with our social media pages or participate in referral programs or surveys, we may receive information you choose to share with us through those channels. We do not collect information from your social media profiles unless you have given permission (for example, by messaging us or tagging us).
If you choose not to provide certain personal information (for instance, if you decline to give contact details for a quote or necessary information for a delivery), we may not be able to fulfill the related service or request. We will indicate which information is optional and which is necessary for the specific service.
We use the personal information we collect for purposes consistent with the reasons you provided it, and to support the operation of our business. These purposes include:
To process your quote requests and orders, supply the products you have requested, and deliver equipment or services to you. For example, we use your information to prepare quotes, confirm product availability, ship products to your address, and schedule home trials or service appointments.
To communicate with you about your inquiries, quotes, orders, deliveries, or appointments. We will email or phone you to provide updates such as quote confirmations, order statuses, delivery scheduling, and customer support responses.
To send you marketing communications about our products, services, and events, but only in accordance with applicable law. For example, if you have requested a quote or interacted with us, you may receive emails about our products or promotions as a result of that interaction. We may also send newsletters or product updates to subscribers. (You can opt out of marketing communications, see Your Choices below.)
To personalise your experience on our site. For instance, remembering items in your quote list or shopping cart, tailoring product recommendations, and showing content more relevant to your interests.
To analyse usage of our website and services in order to improve performance, usability, and product offerings. We track aggregate metrics like page load times, pages viewed, and user interactions to identify trends and areas for improvement. We may also collect feedback directly from you (through surveys or reviews) to improve our products and customer service.
To comply with legal obligations and regulatory requirements. For example, maintaining records for tax purposes, product recall management, or assisting law enforcement when required by law.
To monitor, detect and prevent fraud, spam, abuse, or other malicious activities that could compromise our services or customers. This includes ensuring account security and verifying identities where necessary.
To conduct our internal business functions such as billing, account management, auditing, and enforcing our Terms and Conditions. This also includes using information for operational purposes, like troubleshooting website issues or conducting data analysis, testing, and research.
We will not use your personal information for purposes other than those stated above without obtaining your consent, unless otherwise permitted or required by law. If we ever need to use your information for a new purpose, we will update this Privacy Policy and, if necessary, seek your consent.
Like many websites, we use cookies and similar tracking technologies to enhance your experience and collect usage information about our site mobilitycare.net.au. Cookies are small text files placed on your computer or device when you visit certain web pages. They help remember your preferences and activities on our site. For example, cookies allow our site to remember items you added to your quote list, or keep you logged in as you navigate pages. Cookies by themselves do not tell us your email address or otherwise identify you personally, but they do assign a unique identifier to your browser or device.
These are necessary for the website to function properly, such as to remember your quote cart selections, maintain session state when you log in, or enable secure checkout.
We use these to collect information about how visitors use our site. For instance, we use Google Analytics and similar services to collect data on site traffic and user interactions. This helps us understand which pages are popular or if users encounter errors, so we can improve our content and layout. The data collected may include information about your device, browser, and browsing behaviour on our site (e.g., pages viewed, time spent).
We may engage in remarketing or targeted advertising programs. This means third-party vendors, such as Google or social media platforms, may use cookies and other identifiers to show our ads on other websites you visit, based on your past visits to our site. For example, if you looked at mobility aids on our website, you might later see an advertisement for Mobilitycare on a different site. These cookies and trackers help us present relevant ads to interested audiences.
We use third-party tools and service providers that may set their own cookies or collect information through our site. For example, Google Analytics sets its own cookies to perform its analysis. We may also use third-party email marketing services to send newsletters, which might use cookies or tracking pixels in emails to measure engagement. We only use reputable third-party services, and we ensure any third parties who process data on our behalf are required to handle your information in accordance with this Policy and applicable privacy laws. We do not share personally identifying details with advertisers without your consent.
On your first visit to our site, you may see a notification about our use of cookies. By continuing to use our site, you agree to our use of cookies as described in this Policy. If you prefer, you can disable cookies through your web browser settings. You have the option to refuse all or some cookies by adjusting your browser settings. You can also delete cookies that have already been set. However, please note that if you disable or delete cookies, some features of our site may not function properly. For example, you might not be able to use the quote cart or maintain a logged in session if cookies are disabled.
Google provides an Opt-Out Browser Add-on that you can install to prevent Google Analytics from collecting data on your visits to website. For interest-based advertising, you can adjust your ad settings on platforms like Google and Facebook to limit targeted ads. For instance, Google allows you to opt out of personalised ads via your Google account Ad Settings, and also to opt out of certain tracking cookies. Additionally, most modern web browsers offer tracking protection or ad blocking features that can help manage third-party tracking. Keep in mind that using these opt-outs or tools will not stop you from seeing ads, but they may make the ads less relevant to your interests.
Mobilitycare respects the confidentiality of your personal information. We do not sell or rent your personal data to third parties for their marketing purposes. We will only disclose your personal information to third parties in a few specific situations, such as those described below, and always in accordance with privacy law:
We share information with third-party companies that help us operate our business or provide services on our behalf. This includes organizations involved in:
e.g., courier and shipping companies to deliver products to you (they will receive your name, address, and contact number for delivery purposes).
e.g., banks or payment gateway providers processing transactions (they receive payment information and verification data).
e.g., cloud storage providers, web hosting services, and IT support, who may store or process data as needed for our website and back-end systems.
e.g., third-party email platforms that manage our newsletter subscriptions and send out emails to you on our behalf. They would handle your email address and name for the sole purpose of sending communications.
e.g., Google Analytics or advertising networks that facilitate targeted ad placement (as discussed in the Cookies section). These partners receive usage data or cookie identifiers but not your contact details.
We will share your information with third parties if you request or consent to such sharing. For example, if you ask us to coordinate with a healthcare provider, occupational therapist, or funding entity (like an NDIS plan manager) for a quote or order, we will share the necessary details with them as needed to fulfill your request. Similarly, if our website offers a feature to share content or refer a friend (such as emailing product information to someone), we will use the contact information you provide for that one-time transaction.
We may disclose your information if required by law or legal process, or if we have a good-faith belief that such disclosure is reasonably necessary. This includes situations like responding to a subpoena, court order, or regulatory request; enforcing our Terms and Conditions; detecting or preventing fraud or security issues; or protecting the rights, property, or safety of Mobilitycare, our customers, or the public. If a law enforcement agency or government body formally requests information and we are legally compelled, we will comply after verifying the validity of the request.
In all cases where we disclose your data to third parties, we only share what is necessary for that third party to perform their services or function. We require service providers to keep your information confidential and use it only for the purposes of providing their services to us (for example, our delivery partner is not permitted to use your info for their own marketing.
We take the security of your personal information seriously. Mobilitycare implements a range of physical, technical, and administrative security measures to protect your data from unauthorized access, alteration, disclosure, or destruction. These measures include:
Personal information collected by us is stored on secure servers. We use industry-standard encryption protocols such as HTTPS (SSL/TLS) to protect data transmitted on our website. For example, when you enter sensitive information (like payment details), the transmission is encrypted.
We restrict access to personal data to authorised personnel who need that information to operate our business. Our staff are trained on the importance of confidentiality and privacy. Both electronic and physical access to data storage areas (such as data centers or offices) are secured via passwords, access keys, and other authentication measures.
We only keep personal information for as long as necessary for the purposes described in this Policy or as required by law. When we no longer need your information, we take reasonable steps to destroy or de-identify it securely, provided there are no legal obligations for its retention.
Our website and IT systems are protected by firewall systems to prevent unauthorized intrusion. We also employ anti-virus and monitoring tools to detect and mitigate threats. Regular security audits and updates are conducted to address potential vulnerabilities.
When we use third-party service providers for data storage (e.g., cloud services) or processing, we choose reputable providers with robust security practices. We also include contractual clauses that require these providers to protect your data to a high standard.
While we strive to protect your personal information, no method of transmission over the internet or electronic storage is completely secure. Thus, we cannot guarantee absolute security. You play a role in keeping your personal information secure as well.
You have the choice of how and whether you provide personal information to us. In general, you can visit our site without identifying yourself. However, as mentioned, certain functionalities (quotes, orders, account creation) require personal data. We will typically let you know when information is optional. If you choose not to provide mandatory information for a service, we will respect your choice, but we may be unable to offer you that service (for example, we cannot deliver products without a delivery address).
If you receive marketing emails from us, you can unsubscribe at any time by clicking the "unsubscribe" link at the bottom of any email. This will remove you from that mailing list. If you can’t locate the unsubscribe link or prefer not to use it, simply email us at [email protected] and we’ll take care of it for you. Opting out is free and will be processed as soon as possible. Please note that even if you unsubscribe from marketing emails, you may still receive transactional messages related to quotes, orders, or service updates.
As detailed in the Cookies section, you can control or disable cookies through your browser settings. You can also utilise tools to opt out of certain analytics or advertising tracking. By adjusting these settings, you can effectively withdraw consent for non-essential data collection via cookies. Additionally, if our site uses any cookie consent banner or tool, you can use that interface to manage your preferences on what types of cookies you accept.
When you use our website and share your personal information, you agree to us using it as outlined in this Privacy Policy. This may include contacting you, sending product information, or referring you to one of our trusted dealers near you. You can change your mind and ask us to stop using your information for specific purposes like marketing at any time. This won’t affect anything we’ve already done with your information before you withdrew consent. In some cases, we may still need to keep certain details for legal or service reasons, and we’ll let you know if that applies.
Our website may contain links to third-party websites or social media platforms for your convenience and information (for example, links to product manufacturers, industry resources, or our pages on Facebook/Instagram etc.). Please be aware that those external sites are not operated by Mobilitycare and are outside of our control. We are not responsible for the privacy practices or content of external websites. We encourage you to review the privacy policies of any third-party sites you visit by following links from our site, especially before providing any personal information to them. This Privacy Policy applies solely to information collected by Mobilitycare through our own services.
From time to time, we may review and update our Privacy Policy to reflect changes in our business, legal requirements, or for other reasons. We reserve the right to change this Privacy Policy at any time. If we make significant changes, we will post the updated Policy on our website and update the "Last Updated" date at the bottom. In some cases, if changes are material and we have your email on file, we may also notify you via email or by a prominent notice on our site. We encourage you to check our Privacy Policy periodically to stay informed of how we are protecting your information. Your continued use of our website or services after any updates constitute your acceptance of the revised Privacy Policy.
If you have any questions, concerns, or complaints about this Privacy Policy or how we handle your personal information, please contact us. We take privacy questions seriously and will do our best to address your concerns. You can reach us by:
[email protected] (Attn: Privacy Officer)
(03) 9568 8383 (ask to speak with the Privacy Officer)
39 Cambro Road, Clayton VIC 3168
When you contact us, please provide as much detail as possible about your question or concern. If you are making a complaint, we will investigate the issue and respond to you in writing within a reasonable timeframe. We will work with you to resolve any problems.