Smiling Wide Orthodontics (“we”, “our”, or “us”) is committed to protecting your privacy and handling your personal information in a transparent and secure manner. This Privacy Policy explains how we collect, use, store, and disclose personal information when you interact with us, including through our website, services, and communications.
This policy applies to websites and services we operate in Australia and New Zealand and is intended to comply with:
- The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs)
- The Privacy Act 2020 (NZ), where applicable
1. Personal Information We Collect
We may collect personal information directly from you or automatically through your use of our website and services.
Information you provide:
- Name
- Contact details (email, phone, postal address)
- Enquiry or form submission details
- Appointment, booking, or purchase information
- Payment or billing details
- Communication preferences
- Employment or contractor information (for job applications)
We may also collect sensitive information, including health information, only when reasonably necessary and with your consent.
Information collected automatically:
- IP address
- Device type, browser, and operating system
- Pages viewed, session duration, and referral sources
- Interactions with website features and forms
2. How We Collect Information
We collect information:
- Directly from you (online forms, bookings, phone, email, SMS)
- From authorised third parties involved in service delivery
- From publicly available sources where relevant and lawful
- Through cookies, tracking technologies, and analytics tools
3. How We Use Your Information
We may use your information to:
- Respond to enquiries and provide services
- Manage appointments, bookings, and accounts
- Deliver communications, reminders, and updates
- Improve website functionality and user experience
- Analyse website traffic and user behaviour
- Conduct marketing activities (where consent has been provided)
- Manage customer relationships and internal records
- Meet legal, regulatory, and professional obligations
- Protect our business, users, and systems from misuse or fraud
4. Cookies and Tracking Technologies
Our website uses cookies and similar technologies to support functionality, analytics, and advertising.
Types of cookies:
- Essential cookies: required for website functionality, security, and performance
- Analytics cookies: used to understand how visitors interact with our website (Google Analytics, Google Tag Manager)
- Advertising cookies: measure campaign effectiveness and deliver relevant advertising (Google Ads, Meta/Facebook/Instagram)
You can manage or disable cookies via your web browser settings. Restricting cookies may impact website functionality.
5. CRM and Marketing Platforms
We use platforms like Go High Level to manage enquiries, communications, and customer interactions.
- Track enquiries and appointments
- Send follow-up messages and reminders
- Improve service delivery
These platforms act only on our instructions and implement appropriate privacy and security safeguards.
6. SMS Messaging Services
We may use Twilio to send:
- Appointment reminders
- Service notifications
- Verification messages
- Marketing messages (with consent)
SMS delivery data may include timestamps, delivery status, and technical metadata. You may opt out of marketing messages at any time by replying STOP.
7. Automation and Integration Tools
We may use Zapier to securely transfer data between systems (e.g., from forms to CRM or booking platforms). These tools only process data as instructed and do not use it for their own purposes.
8. Disclosure of Personal Information
We may disclose information to:
- Employees, contractors, and professional advisers
- Hosting, IT, analytics, and marketing service providers
- CRM, messaging, and automation platforms
- Payment processors and financial institutions
- Regulatory authorities as required by law
- Purchasers or successors in a business sale or transfer
9. International Data Transfers
Some service providers may process data outside Australia or New Zealand. We take steps to ensure:
- Appropriate contractual protections
- Providers follow recognised data protection standards
- Information is handled consistently with this Privacy Policy
10. Data Security
We implement reasonable measures to protect personal information, including:
- Secure hosting and encrypted connections (HTTPS)
- Access controls and role-based permissions
- Staff confidentiality and privacy training
- System monitoring, updates, and security patches
- Secure destruction or de-identification of information
Absolute security cannot be guaranteed.
11. Data Retention
We retain personal information only as long as necessary to:
- Fulfil the purposes outlined in this policy
- Comply with legal, regulatory, and professional obligations
- Resolve disputes or enforce agreements
When no longer required, information is securely destroyed or de-identified.
12. Access and Correction
You may request access or correction of your personal information using the contact details below. Identity verification may be required.
13. Complaints
If you have concerns about our handling of personal information, contact us. If unresolved, complaints can be lodged with:
- Office of the Australian Information Commissioner (OAIC)
- Office of the Privacy Commissioner (New Zealand)
14. Contact Us
Smiling Wide Orthodontics
Email: reception@smilingwide.com.au
Phone: (07) 4152 6818
Address: 11 Heidke St, Avoca, 4670 QLD
15. Updates to This Policy
We may update this policy from time to time. The latest version will be published on our website and apply from the updated “Last updated” date.