Privacy Policy

This Privacy Policy applies to Wellpharm Pty Ltd ACN 640 469 825 as trustee for Carrara Pharmacy Trust and Matthew Bellgrove Pharmacy Pty Ltd ACN 140 521 866 as trustee for Gooding Drive Pharmacy Trust, trading as National Custom Compounding (“NCC”, “we”, “us”, “our”), and our Associated Entities (as defined in section 50AAA of the Corporations Act 2001 (Cth)).

We are committed to protecting your privacy and recognise that you have the right to control how your personal information is collected, used and disclosed.

This Privacy Policy outlines how NCC manages personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Unless you consent otherwise, we will only collect, use and disclose personal information as described in this Privacy Policy.

1. Types of Information We Collect

The type of personal information we collect depends on the circumstances in which it is collected.

We may collect personal information including:

  • Name
  • Occupation
  • date of birth
  • residential or postal address
  • email address
  • phone numbers
  • health service provider details
  • Medicare number or other government identifiers where required
  • transaction and payment information
  • prescription information
  • medical and health information required to supply pharmacy services

Where you purchase products or services from NCC, we may collect transactional details including payment details necessary to process the transaction.

If you are a contractor, employee, supplier or service provider to NCC we may collect additional information including:

  • qualifications
  • employment history or resume
  • tax file number
  • bank account details
  • training records
  • reference information.

If we provide you with, or assist a health professional to provide you with, health-related goods or services, we may collect sensitive health information including prescription details and treatment information.

Where this occurs, you consent to NCC collecting, using and disclosing that information as required to provide pharmacy and related services and as permitted by law.

In certain circumstances we may collect government identifiers such as:

  • Medicare numbers
  • Department of Veterans’ Affairs numbers
  • health provider numbers
  • tax file numbers.

Such information is only collected where required or authorised by law.

Providing personal information is generally voluntary. However, if you choose not to provide required information, we may be unable to provide certain services or products.

2. How We Collect Personal Information

We collect personal information through a variety of methods, including:

  • directly from you
  • via our website or online portals
  • through written or electronic forms
  • through telephone conversations
  • through our pharmacy dispensing systems
  • from your doctor or other health professionals
  • from our Associated Entities
  • from service providers assisting us
  • from publicly available sources
  • as otherwise permitted or required by law.

Information may also be collected when you interact with us through:

  • patient portals
  • online prescription services
  • email communications
  • SMS notifications
  • customer service enquiries.

3. Purpose of Collecting Personal Information

We collect, use and disclose personal information for purposes including:

  • providing pharmacy and compounding services
  • fulfilling prescriptions and health-related orders
  • assisting healthcare providers in delivering patient care
  • processing payments and billing
  • verifying your identity
  • responding to enquiries or customer service requests
  • managing and improving our services
  • conducting internal administration and business operations
  • maintaining records required by pharmacy regulations
  • complying with legal and regulatory obligations.

We may also use personal information to:

  • conduct service improvement and research activities
  • monitor service quality
  • understand customer needs
  • communicate with you regarding our services.

Where permitted by law, we may contact you via:

  • phone
  • SMS
  • Email
  • Post
  • other electronic communication channels.

You may opt out of marketing communications at any time.

4. Disclosure of Personal Information

We treat personal information with strict confidentiality.

However, we may disclose personal information to:

  • our Associated Entities
  • healthcare providers involved in your care
  • hospitals or clinics
  • suppliers and service providers who support our operations
  • payment processing providers
  • IT service providers and secure cloud hosting services
  • delivery and logistics providers
  • accountants, insurers, lawyers and auditors
  • government and regulatory authorities where required by law
  • courts or tribunals where legally required
  • law enforcement authorities
  • third parties where you have consented to the disclosure.

Where possible, we take reasonable steps to ensure that third parties handling personal information on our behalf comply with privacy obligations and maintain appropriate security safeguards.

Personal information collected by NCC is generally stored within Australia, however some IT service providers may store data in secure international data centres.

5. Websites, Cookies and Online Technologies

Our website may use cookies and similar technologies to improve user experience and analyse website traffic.

Cookies allow us to:

  • understand how visitors use our website
  • measure website performance
  • improve functionality
  • tailor content and services.

You may adjust your browser settings to refuse cookies, however doing so may affect website functionality.

Our website may also contain links to third-party websites. NCC is not responsible for the privacy practices of those external sites.

6. Data Security

NCC takes reasonable steps to protect personal information from:

  • misuse
  • interference
  • loss
  • unauthorised access
  • modification
  • disclosure.

Security measures may include:

  • secure pharmacy dispensing systems
  • encrypted digital records
  • access controls for staff
  • secure servers and hosting environments
  • contractual confidentiality obligations for staff and contractors.

While we take reasonable steps to protect information, no method of electronic transmission or storage is completely secure.

If NCC becomes aware of a serious data breach involving personal information, we will respond in accordance with the Notifiable Data Breaches scheme under the Privacy Act.

7. Access and Correction of Personal Information

You have the right to request access to personal information that NCC holds about you.

If you believe that any information we hold is incorrect, incomplete or out of date, you may request that it be corrected.

Requests should be made in writing and we may require appropriate identification before providing access.

Where permitted by law, we may charge a reasonable administrative fee to provide access.

8. Privacy Complaints

If you believe that NCC has breached your privacy, you may lodge a complaint with us.

Complaints should preferably be made in writing and include details of the issue.

Our Privacy Officer will investigate the matter and respond to you.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

9. Contact Information

For privacy enquiries, access requests or complaints, please contact:

Privacy Officer

National Custom Compounding

166 Gooding Drive

Merrimac QLD 4226

Australia

Phone: 1300 731 755

Email: [email protected]

Requests to access or correct health information should be made in writing.

Version 1.3, Date modified Thursday, 12 March 2026