Privacy Policy

Last updated: 22 September 2026

Norlane Dental Aesthetics & Implants ("we", "us", "our") is committed to protecting the privacy of our patients and website visitors. This policy explains how we collect, hold, use and disclose personal information, including health information. We handle it in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records Act 2001 (Vic).

The information we collect

The information we collect depends on how you deal with us. It may include:

• Contact and identity details: your name, date of birth, address, phone number and email address.
• Health information: your medical and dental history, medications and allergies, treatment notes, X-rays, scans and clinical photographs, treatment plans and appointment history.
• Billing details: Medicare, DVA and health fund details, and payment and payment plan information.
• Communications: records of your calls, emails, SMS messages and online enquiries with us.
• Website information: the pages you visit, how you arrived at our site, your device and browser type, and your IP address. This is collected through cookies and similar technologies (see "Our website, analytics and advertising" below).

Health information is sensitive information. We collect it only with your consent and where it's needed to provide your care, or where the law requires or allows it.

How we collect it

• From you: when you book an appointment online or by phone, fill in a form, attend an appointment or contact us.
• From others: with your consent or where the law allows. This includes referring dentists or doctors, specialists, health funds, and parents, guardians or carers.
• From our website: automatically, through cookies and similar technologies.

You can make a general enquiry without giving your name. To provide treatment, we need to identify you.

How we use and share it

We use your personal information to:

• provide dental care and manage your appointments
• send appointment reminders, recalls and follow-ups
• process payments, health fund claims and Medicare or DVA claims
• run our practice, including quality, training, accreditation, insurance and legal requirements
• improve our website and measure how well our advertising works
• send you information about our services, where you've agreed to receive it. You can opt out at any time.

We may share your information with:

• other health practitioners involved in your care, with your consent
• dental laboratories and imaging providers
• health funds, Medicare, DVA and payment providers
• service providers who help us run the practice, such as practice management and online booking software, patient communication (email, SMS and CRM) systems, IT and hosting providers, and website and marketing providers. They must protect your information and use it only to provide their services to us.
• others, where the law requires or allows it.

We do not sell or rent your personal information.

Our website, analytics and advertising

We use tools from Google, Meta and Microsoft to understand how people use our website and to measure our advertising. These tools use cookies, pixels and similar technologies.

• Google Analytics and Google Tag Manager help us understand how visitors find and use our website.
• Google Ads conversion tracking helps us see whether our ads lead to enquiries and bookings.
• Enhanced conversions (Google): when you submit a form on our website, your email address and/or phone number may be sent to Google to match your enquiry to an ad click. The details are hashed (turned into a code) before they're sent.
• Click identifiers (Google): if you arrive from a Google ad, your visit may carry a click identifier. If you later book an appointment, we may send Google that identifier and the fact that a booking was made (and, where relevant, an estimated value). We don't send your name, contact details or clinical records with it.
• Meta (Facebook and Instagram): the Meta Pixel and Meta Conversions API help us measure our Facebook and Instagram ads. They may send Meta information about your visit and, if you submit a form, hashed contact details.
• Microsoft Clarity shows us how visitors interact with our pages, such as clicks, scrolling and movement around the page, through heatmaps and session replays. We use this to improve the site.
• Google reCAPTCHA protects our forms from spam. It is subject to Google's Privacy Policy and Terms of Service.

We don't use your clinical records to target advertising, and we don't upload patient lists to advertising platforms.

These providers handle information under their own privacy policies. They may process it outside Australia, including in the United States.

• Google Privacy Policy, including how Google uses information from sites that use its services
• Meta Privacy Policy
• Microsoft Privacy Statement

Your choices

• Manage how Google personalises ads at My Ad Center.
• Opt out of Google Analytics with the Google Analytics opt-out browser add-on.
• Manage your ad preferences in your Facebook or Instagram settings.
• Block or delete cookies in your browser settings. Some parts of our website may not work as intended if you do.

Emails and SMS

We send appointment reminders and other practice communications by SMS and email. Any marketing email or SMS we send includes a way to unsubscribe, or you can contact us to opt out. Messages about your care, such as appointment reminders, may still be sent unless you ask us to stop.

How we store and protect your information

We store your information securely, mainly in electronic systems such as our practice management software. Access is limited to authorised staff and service providers. We take reasonable steps to protect it from misuse, loss, and unauthorised access, change or disclosure.

We keep health records for as long as the law requires. This is generally at least seven years after your last visit. For patients last treated before they turned 18, we keep records until they reach 25. After that, we securely destroy or de-identify them.

If a data breach is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner as the law requires.

Sharing information outside Australia

Some of our service providers may store or process personal information outside Australia, including in the United States. These include Google, Meta, Microsoft and some cloud software and communication providers. We take reasonable steps to make sure they protect it.

Accessing and correcting your information

You can ask to access or correct the personal information we hold about you by contacting us (details below). We may need to confirm your identity first. We aim to respond within 30 days.

We may charge a reasonable fee to cover the cost of giving you access, such as copies of your records. We'll tell you about any fee before we proceed. If we can't give you access or make a correction, we'll explain why in writing.

Complaints

If you have a concern about how we've handled your personal information, please contact our Privacy Officer first. We'll aim to respond within 30 days.

If you're not satisfied with our response, you can contact:

• the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992
• the Health Complaints Commissioner (Victoria) at hcc.vic.gov.au or 1300 582 113

Contact us

Privacy Officer
Norlane Dental Aesthetics & Implants
21-29 Princes Highway, Norlane VIC 3214
Phone: (03) 5278 2666
Email: reception@norlanedental.com.au

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page.