Our Privacy Policy

Animal Emergency Australia’s brands also include Animal Emergency Service, Pet ICU, Perth Vet Emergency, Hope Island Veterinary Surgery, Improve International Australia, and the initiatives Register My Pet and VetAPedia.

Our commitment

We recognise and understand your personal information is important to you, and we are committed to your privacy and the protection of your personal information.

Your right to privacy is protected by law, and our Privacy Policy does not limit those rights. We comply with all applicable data protection and privacy legislation, and codes affecting your personal information.

About this Privacy Policy

Our following Privacy Policy outlines our policies regarding the collection, storage, usage, and disclosure of your personal information. Our Privacy Policy also sets out how you can lodge a complaint if you have concerns or believe your rights have been breached.

Our Privacy Policy applies to all your dealings with us, whether through your Animal Emergency Australia account, over the phone, or in-person at our hospitals.
In line with legislative changes and customer expectations, our Privacy Policy is reviewed, and if needed, updated. This policy was last updated in December 2022.
We encourage you to review this policy for the most up-to-date information on Animal Emergency Australia’s privacy practices. By continuing to use the Animal Emergency Australia website and our services you are indicating you agree to our Privacy Policy.

What personal information do we collect?

The personal information we collect has been supplied by you when you register through our website on any form. Personal information may include:

  • Name and contact details, such as address, email address, phone number
  • Your resume, cover letter, and employment history

We may also collect information about your:

  • Marketing preferences, such as the type of marketing information you wish to receive and how you’d like to receive them (email, SMS, mail)
  • Responses to surveys
  • Automatically through online usage of our website. Please see how we interact with you via the internet.

Why do we collect, store, and use your personal details?

The primary purpose we collect, store, and use your personal information is:

  • To answer your questions and provide you with information and advice regarding the veterinary profession, including educational resources and professional development

Who do we share your personal information with and why?

We share your information with our Animal Emergency Australia group of veterinary hospitals.

There may be occasions where we will need to pass your personal information to companies who perform part of our service delivery. These organisations include:

  • Those who are involved in maintaining, reviewing, and developing our business systems, procedures, and infrastructure, including our computer systems and website
  • When we are required to or authorised by law
  • Where you have given your consent

Do we share your personal information overseas?

On occasion, some of the services providers we use are outside Australia. In these cases, we will take all reasonable steps to ensure your personal information is secure and in accordance with privacy laws.

Do we use your personal information for direct marketing?

We may send you direct marketing communications, such as email, SMS, or post, to keep you informed about Animal Emergency Australia services should you indicate during the registration process you would like to receive these messages.

You can unsubscribe at any time from these marketing communications by:

  • Email: clicking the unsubscribe link in the footer of an email you have received
  • SMS: replying “opt out”
  • Mail: contacting us by email or phone

How we interact with you via the internet

Our website

You can visit our website without identifying yourself. If you do identify yourself through registering with us, the personal information you provide to us will be managed in accordance with our Privacy Policy and privacy laws.

Use of cookies

Our website uses cookies. A cookie is a very small text document, which often includes an anonymous unique identifier, which assists in managing customised settings of the website delivering content. When you visit a website, that site’s computer asks your computer for permission to store this file in a part of your hard drive specifically designated for cookies. Each website can send its own cookie to your browser if your browser’s preferences allow it, but (to protect your privacy) your browser only permits a website to access the cookies it has already sent to you, not the cookies sent to your be other sites.

Our use of cookies helps us to provide you with a better experience of our website by allowing us to understand what areas of the site are of interest to you. We use cookies for personalisation, preferences, login, security, and analytics. You can choose not to accept cookies but may experience a limited experience with our website.

IP addresses

Ip addresses are used by your computer every time you care connected to the internet. Your IP address is a number that is used by computers on the network to identify your computer. IP addresses are automatically collected by our web server as part of demographic and profile data known as “traffic data” so that data (such as the web pages you request) can be sent to you.

Third party links and other sites

When you use our website or if you received any marketing communications from us, links to other websites belonging to third parties may be included for your convenience. We recommend viewing their privacy policies in these cases. We aren’t responsible for information on these websites, or the privacy practices of any third party.

Data Processors

Data Processor Purpose
Gravity Forms Sign up to receive monthly newsletters, one-off downloads, register for event account

CMS, and holds logins for those who’ve made an account to register for events

ActiveCampaign Gravity Forms is sync with ActiveCampaign so as emails can be sent
Google Analytics Used to track website traffic. Google Analytics 4 also collects more personal data when Google Signals is switched on
Google Ads

Upload customer list (emails only) of those who have submitted a form on the website for creating custom lists to target and/or lookalike lists

Facebook Upload customer list (can be any or all of the following first name, last name, phone number, emails, postcode, suburb, state, country) of those who have submitted a form on the website for creating custom lists to target and/or lookalike lists
Facebook Pixel

Code on website that allows for creating audiences (people who have visited website and/or lookalikes) for ad targeting


Links to Google Analytics and Google Search Console


Form submission notifications are sent here


Form submission notifications are sent here


Cloud infrastructure hosting

Elastic Email

Transactional emails

Elastic Search





For the purchasing of free event tickets


Platform that collects personal details as well as cover letters and resumes when people apply for jobs through the website


Upload customer list (can be any or all of the following first name, last name, emails, country, job title, employer, Mobile device ID – Apple IDFA or Google AID) of those who have submitted a form on the website for creating custom lists to target and/or lookalike lists

LinkedIn Insight Tag

Code on website that allows for creating audiences (people who have visited website and/or lookalikes) for ad targeting


Uploading contacts who submit a webinar form in order to send webinar link-to-join

The Events Calendar

Connected to Woocommerce

Events Ticket Plus

Addon to The Events Calendar, app to check people into events


Automation platform


Website heatmaps and behaviour analytics tools

How do we store and protect your personal information?

We take all reasonable steps to protect your personal information form misuse, loss, interference, unauthorised access, modification, or disclosure.

We store your personal information securely whether in an electronic or physical form. For example, only personnel requiring access to the information are allowed access. All personal information is stored in secured premises or in electronic databases requiring logins and passwords.

Some information is kept for a certain number of years to comply with legal requirements. Any personal information that is no longer needed is destroyed or de-identified.

Updating your personal information

You can update your personal information at any time by logging into your account. If you are unable to update your information or believe any information we hold about you is inaccurate or misleading you can request correction of the information. After receiving a request, we will take all reasonable steps to correct the information.

How to contact us or make a complaint

If you would like to contact us about this Privacy Policy, your personal information, or wish to make a complaint, please contact us at:

Animal Emergency Australia
Phone: 07 3193 8991
Email: [email protected]
Address: Level 2, Suite 23, Springwood Plaza, 3-15 Dennis Road, Springwood QLD 4127