Privacy Policy

Last updated: 4 August 2026

1. Background

Compounding 4 Vet is a trading name of Optimum Care Pharmacy Services Pty Ltd (ABN 57 630 546 584), a pharmacy registered in New South Wales and located at 5/105A Vanessa Street, Kingsgrove NSW 2208. In this Privacy Policy, "we", "us" and "our" refer to Optimum Care Pharmacy Services Pty Ltd trading as Compounding 4 Vet.

We are committed to protecting your privacy in accordance with applicable Australian privacy laws. This policy aims to provide you with a clear understanding of how we collect, use, disclose and handle personal information. For users of our website (www.compounding4vet.com.au), this Privacy Policy is deemed to be incorporated into our Standard Terms of Supply, which should be read together with this Privacy Policy.

A copy of this Privacy Policy is available on our website, or you can request a copy by contacting us on 1300 345 877.

Personal information refers to information or an opinion, whether true or not and whether recorded in a material form or not, about an individual who is identified or reasonably identifiable (for example, by name, email address and/or phone number).

We comply with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth), which regulate the handling of personal information throughout its lifecycle from collection to disposal. We also comply with our obligations under the Poisons and Therapeutic Goods Act 1966 (NSW) and the Poisons and Therapeutic Goods Regulation 2008 (NSW) in relation to prescription and dispensing records.

We are generally exempt from the Privacy Act when we collect and handle employee records, and this Privacy Policy does not apply to that information. However, where State or Territory health privacy legislation applies, we are required to protect the privacy of employee health information. This Privacy Policy will apply in those circumstances.

2. Who We Deal With

We supply compounded veterinary medicines to registered veterinary practices and registered veterinarians. We do not supply medicines directly to the general public, and we do not supply human medicines.

Most of the information we hold relates to veterinary professionals and veterinary practices. Where an animal owner's details are provided to us by a veterinarian in connection with a prescription, we handle those details in accordance with this Privacy Policy.

3. What We Collect

The types of personal information we may collect include:

Veterinarian and veterinary practice details, including practice name, contact name, registration number, business address, delivery address, email address and telephone number
Prescription and dispensing records, including the prescribing veterinarian's details, the animal patient's name and species, and the medicine prescribed
Where provided to us by a veterinarian, the name and contact details of the animal's owner for delivery or dispensing label purposes
Account and billing information, including purchase history, invoices and payment records
Information you provide to us through enquiries, orders, feedback or complaints
Employment application information, including cover letter, resume, contact details and referee reports

We do not collect Medicare numbers, government identity documents or human health records. We do not retain full payment card details — card payments are handled by our payment providers as described in section 6.

Sensitive information, a subset of personal information, is collected only where reasonably necessary for our functions or activities, and either with consent or as required or authorised by law.

When you visit our website, some non-personal information is collected about your visit (for example, server address, date and time of visit, pages visited, type of device, browser and operating system used). This information is used in aggregate for statistical analysis and to improve website functionality. However, we reserve the right to use or disclose this information to identify an individual where we believe there may have been unlawful or inappropriate activity in connection with our website.

4. How We Collect Personal Information

We collect personal information in various ways, including:

Through our website ordering portal, which requires a verified veterinary practice account
By telephone, when a veterinary practice places an order or provides a prescription
Through written correspondence, including prescriptions, purchase orders, emails and faxes
In person, at our Kingsgrove premises
From third parties, including couriers and veterinary practice management systems
Through surveillance cameras at our premises

We take reasonable steps to inform you about the collection of your personal information, including why we are collecting it and who we may share it with. Unsolicited personal information (information we did not actively collect) may be kept if permitted by the Privacy Act. If not, it will be destroyed or de-identified.

5. Why We Collect Personal Information

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

Verifying the identity and registration status of prescribing veterinarians
Receiving, verifying and dispensing prescriptions and written orders
Compounding, labelling and supplying medicines to the correct recipient
Delivering orders and enabling delivery tracking
Invoicing, processing payments and managing accounts
Maintaining dispensing and prescription records as required by law
Responding to product quality complaints and suspected adverse events
Monitoring the quality and safety of our products and services
Providing professional and educational information to veterinary practices
Promoting our products and services to veterinary professionals, including by direct marketing
Answering queries and resolving complaints
Protecting the security of our premises, staff, customers and property
Recruiting staff and contractors

We may use your contact details to let you know about our products and services, including promotions and events, where we have your consent or as otherwise permitted by law. You can opt out of marketing communications at any time by contacting us or using the unsubscribe facility in our emails.

6. Who We May Share Your Personal Information With

We may share personal information with third parties where appropriate, including:

Payment providers and financial institutions, for processing payments and managing accounts
Couriers and delivery providers, for dispatching orders
Contracted service providers, including website hosting, IT support, data storage, accounting and email providers
The prescribing veterinarian, in connection with a prescription or a query about it
Regulatory authorities, including NSW Health, the Pharmacy Council of NSW, the Australian Health Practitioner Regulation Agency, the Therapeutic Goods Administration and the Australian Pesticides and Veterinary Medicines Authority, where required or authorised by law
Referees provided by job applicants
Our professional advisers, including legal, accounting and insurance advisers

We require our service providers to handle personal information in accordance with the Privacy Act and to use it only for the purposes for which we engaged them.

7. Cross-Border Disclosure of Personal Information

We host our website and store our core business and dispensing records in Australia.

Some of the service providers we engage are located overseas, or may access data from overseas when providing support. As a result, personal information we hold may be disclosed to, or accessible from, countries outside Australia.

The categories of service provider involved, and the countries in which they are likely to be located, are:

Payment processing providers — Australia and the United States
Email and communications providers — United States
Business, accounting and practice software providers — data stored in Australia, with technical support access from India and the United States

Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient handles that information in a manner consistent with the Australian Privacy Principles. We do not sell personal information to any party, in Australia or overseas.

Our service providers may change from time to time, and this section is updated when the countries involved change. If you would like more detail about the countries to which your personal information may be disclosed, please contact us using the details in section 13.

If you would like more detail about the overseas recipients we currently use, please contact us using the details in section 11.

8. Data Security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include:

Encrypted connections (TLS) across our website and ordering portal
Firewalls, anti-virus software and patch management on our systems
Role-based access restrictions on our computer systems, with individual user accounts
Controlled and secured access to our premises
Policies governing document storage, retention and secure destruction
Staff training and workplace policies covering privacy and confidentiality
Use of PCI-DSS compliant payment providers, so that full card numbers are not stored on our systems

9. Data Breaches

We maintain a data breach response plan. If we suspect a data breach has occurred, we will assess it promptly and take steps to contain and remediate it.

Where a breach is likely to result in serious harm to an individual whose personal information is involved, we will notify the affected individuals and the Office of the Australian Information Commissioner in accordance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth).

10. Retention and Destruction

We retain personal information only for as long as it is needed for the purposes described in this policy, or for as long as we are required to retain it by law.

Prescription and dispensing records are retained for the minimum periods required under NSW poisons and therapeutic goods legislation and pharmacy practice standards. Financial and taxation records are retained for the period required under Australian taxation law.

When personal information is no longer required and we are not required by law to retain it, we take reasonable steps to destroy it or to permanently de-identify it.

11. Access and Correction

You may request access to, or correction of, the personal information we hold about you by contacting us using the details below. We will verify your identity before processing any access or correction request, to ensure the personal information is properly protected.

We will respond to your request within a reasonable period. If we decline a request, we will tell you why in writing and explain how you can complain about that decision.

12. Complaints

If you have a complaint about how we have collected or handled your personal information, please contact us using the details below. We will endeavour to deal with your complaint and take any steps necessary to resolve the matter. If the complaint cannot be resolved immediately, we may ask you to submit it in writing.

We aim to acknowledge receipt of a written complaint within 5 business days, and to complete our investigation and respond within 30 days. If the matter is more complex, we will inform you of the expected timeframe.

If you are not satisfied with our response, you may refer your complaint to the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992.

13. Contact Us

Please contact us if you have any queries about the personal information we hold or the way we handle it.

Optimum Care Pharmacy Services Pty Ltd trading as Compounding 4 Vet
ABN 57 630 546 584

Mail:
5/105A Vanessa Street
Kingsgrove NSW 2208

Email: scripts@compounding4vet.com.au

Telephone: 1300 345 877

14. Changes to This Policy

We may amend this Privacy Policy from time to time. The current version will be posted on our website and shows the date it was last updated. A copy may be obtained by contacting us.