Privacy Policy – HorseLine Pty Ltd

Effective Date: 01/07/2025
Business Location: Australian Capital Territory, Australia
ABN: 42 688 003 009
Contact: callhorseline@gmail.com

This Privacy Policy describes how we collect, use, store, and disclose your personal information when you contact or use our equine veterinary triage phone line service ("the Service"). We are committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. What Information We Collect

We collect the following information from you when you call or engage with our triage service:

Personal Information

• Your full name
• Contact phone number
• Email address (if provided)
• Billing and payment details

Animal Information

• Your horse's name, age, breed, sex
• Description of the current concern or emergency
• Location of the horse for dispatch

Case Records

• Notes recorded by the triage staff
• Time and date of call
• Any handover information sent to the on-call veterinarian

2. Why We Collect This Information

We collect and use this information for the following purposes:

• To triage and dispatch your case to an available, independent veterinarian
• To process and record payment for the triage and veterinary services
• To communicate important case details to the attending veterinarian
• To maintain internal service records and improve operations
• To comply with any applicable legal or regulatory obligations

3. How We Collect Information

We collect your information when:

• You contact us via the triage phone line
• You provide details during the call
• You complete a payment over the phone

We do not collect personal information from third parties unless you have given prior consent or it is required or authorised by law.

4. Call Recording and Monitoring

Please be aware that calls may be monitored and recorded for training and quality purposes.

This helps us:

• Ensure accurate information is communicated to veterinarians
• Improve our triage service quality
• Train our staff to provide better assistance
• Maintain professional standards

Call recordings are:

• Stored securely with restricted access
• Retained only as long as necessary for training and quality purposes
• Subject to the same privacy protections as other personal information

5. How Your Information Is Stored and Protected

We take all reasonable steps to protect your information from:

• Misuse
• Interference
• Loss
• Unauthorised access, modification, or disclosure

Information is stored securely, either digitally (using encrypted systems) or in secure physical records. Access is limited to authorised personnel only.

6. Disclosure to Third Parties

Your personal and horse-related information may be disclosed to:

• The independent veterinarian to whom your case is dispatched
• Our payment processing provider, for secure transaction handling
• Legal or regulatory authorities if required by law

We do not sell, rent or trade your personal information to third parties for marketing or other purposes.

7. Third-Party Veterinarians

Please note that once your case is referred:

• The attending veterinarian is an independent business.
• They are responsible for managing and protecting any further information you provide to them.
• Their own privacy policy may apply after the referral.

8. Accessing and Correcting Your Information

You have the right to:

• Request access to the personal information we hold about you
• Request corrections if any of the information is inaccurate, incomplete, or outdated

To request access or corrections, please contact us using the contact details below.

9. Retention of Information

We retain your information for as long as necessary to:

• Provide the service
• Meet legal, regulatory, or insurance obligations

After that period, data will be securely destroyed or de-identified.

10. Making a Privacy Complaint

If you believe we have breached your privacy or mishandled your information, please contact us. We take complaints seriously and will respond in writing within 30 days.

If you are not satisfied with our response, you may escalate the complaint to the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992

10. Contact Us

For questions, access requests, corrections, or complaints, please contact: