Privacy Policy

We are committed to managing personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) (Privacy Act) and in accordance with other applicable privacy laws.

This document sets out our policies for managing your personal information and is referred to as our Privacy Policy. When you accept our products or services, contact us, or visit the Dsmile website at dsmile.com you agree to the handling of your personal information in accordance with this Privacy Policy.

In this Privacy Policy, “Dsmile”, "we" and "us" refers to Dentismile Australia Pty Ltd T/A Dsmile (ACN 629 174 474) and "you" refers to any person who contacts us or accesses the Dsmile website.

What information does Dsmile collect about you?

When you enquire about our products or services or when you become a customer or patient of Dsmile, a record is made which includes your personal information.

The type of personal information that we collect will vary depending on the circumstances of collection and the kind of products or services that you request from us, but will typically include:

• information that identifies you (eg your name, address, phone number and email address);

• information about your personal characteristics (eg your age, gender, marital status, etc);

• your geographic location (eg IP address, GPS location via device settings, etc);

• your payment card, method and transaction details; 

• information about your online browsing behaviour on our Website (eg cookies, purchase history, shopping cart, etc);

• recordings of your dealings with us (eg phone and video consultations) noting that we will always inform you first and give you the opportunity to ask us not to take recordings; and

• any additional personal information you provide to us, or authorise us to collect, as part of your interaction with Dsmile.

When you submit a request through our online consultations service, we may also collect health information from you that is considered to be sensitive information under the Privacy Act. This may include:

• your dental history, reports and records (including photos of your mouth and teeth);

• notes of your symptoms or diagnosis;

• information about services or products you’ve had or will receive;

• your wishes about future services and products; and

• appointment and billing details.

Collection of personal information

Where practicable, we will collect your personal information directly from you. We may collect and update your personal information over the phone, by email, over the internet or social media, or in person. We will not collect personal information about you from other sources, without first obtaining your consent.

Dsmile collects personal information reasonably necessary to carry out our business, to assess and manage your needs, and provide the services or products. We may collect your personal information through some of the following means:

• where you lodge an enquiry through the Dsmile website;

• when you contact us via telephone or email;

• publicly available sources (eg social media);

• when administering any of our services or providing our products;

• in administering and performing any contracts with service providers;

• correspondence with you (whether in writing or electronically); and

• while conducting customer satisfaction and market research surveys.

We will only collect sensitive information about you with your consent, or otherwise in accordance with the Privacy Act.

You can always decline to give Dsmile any personal information we request or to remain anonymous or use a pseudonym in your dealings with us. However, that may mean we cannot provide you with some or all of the services you have requested. If you have any concerns about personal information we have requested, please let us know.

How does Dsmile interact with you via the Internet?

You may visit the Dsmile website without identifying yourself. If you identify yourself (for example, by providing your contact details in an enquiry), any personal information you provide to Dsmile will be managed in accordance with this Privacy Policy.

Dsmile’s website uses cookies. A “cookie” is a small text file stored on your computer's browser, which assists in managing customised settings of the website and delivering content. We may use cookies from time to time to collect non-personal information such as your device type, browser type, IP address, pages you have accessed on our websites and on third-party websites. You are not identifiable from such information. This information is used for website administration, statistical and maintenance purposes.

You can use the settings in your browser to control how your browser deals with cookies. However, in doing so, you may be unable to access certain pages or content on our website.

You can also ‘opt out’ of receiving communications from us by following any links provided in electronic communications or contacting us hello@dsmile.com. However, by doing so, you may no longer be able to receive our services or products.

Third Party Websites

Dsmile’s website may contain links to third-party websites. Dsmile is not responsible for the content or privacy practices of any such websites that are linked to our website. We encourage you to read and familiarise yourself with the privacy policies of every website you visit.

Dsmile uses Google analytics to monitor the visitors to our website. Based on your interactions with our website, Google and third party sites may elect to show you content and advertising that directs back to our website.

Use and disclosure of your personal information

The purposes for which Dsmile collects and uses your personal information depends on the nature of your interaction with us and the services we are providing to you, but may include:

• responding to your requests for information and other general inquiries;

• contacting you and maintaining records of your interaction with us;

• providing dental assessment and dental services online or via telephone facilitated through our website;

• providing our services and delivering our products to you (including delivery status updates and delivery partners);

• administrative purposes associated with providing dental referral services, training and reporting statistical information about our products and our services;

• responding to enquiries and complaints;

• to improve our services and products, our website, and your experience generally; and

• to comply with any legislation or regulations as required.

Dsmile may be required to disclose your personal information to third parties where necessary to complete a request from you or carry out a service. Examples include:

• to other referral dental partners where required to facilitate the provision of dental health services, but only with your consent;

• to third party contractors (eg delivery partners) and service providers we use for data processing, data analysis, customer satisfaction surveys, information technology services and support, website maintenance/development, storage, printing, archiving;

• to our professional advisors; and

• where required by law.

How does Dsmile hold and store personal information?

The Dsmile website is hosted in Australia. If you use the Dsmile website from outside Australia, you are voluntarily transferring content (potentially including personally identifiable information) to Australia and agreeing that Dsmile’s collection, use, storage and sharing of that content is exclusively subject to the laws of Australia rather than the laws of the country in which you are located.

If you choose to provide Dsmile with personal information, you are consenting to the collection, use and disclosure of that information and to the transfer of that information to our servers in Australia.

If you make an enquiry using our online consultation service, the information you submit, being your general enquiry details, first name and email or phone number and photographs of your teeth and mouth (Enquiry Information), will be stored by us. The Enquiry Information will also be stored by our third party software provider which is hosted in the USA.

Dsmile holds and stores personal information using electronic record keeping methods in secure databases (including trusted third-party storage providers based in Australia and overseas). We take all reasonable steps to ensure your personal information is stored securely and protected from misuse, interference and loss and from unauthorised access, modification or disclosure.

Dsmile maintains physical security over electronic data stores, such as through locks and security systems at our premises. We also maintain computer and network security, for example, we use firewalls (security measures for the Internet) and other security systems such as user identifiers and passwords to control access to our computer systems.

Our website does not necessarily use encryption or other technologies to ensure the secure transmission of information via the Internet. Users of our website are encouraged to exercise care in sending personal information via the Internet.

We take steps to destroy or de-identify personal information that we no longer require or required to be kept by law.

Does Dsmile disclose your personal information overseas?

If you make an enquiry using our online consultation service, your Enquiry Information will also be collected and stored by a third party software provider which is hosted in the USA. Dsmile has taken reasonable steps to ensure that the overseas recipient will not breach the APPs in relation to your personal information.

For information provided for all other purposes, we will not disclose or store your information overseas, and unless we have your consent, or an exception under the APPs applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the APPs in relation to your personal information. We will, where practicable, advise you of the countries in which any overseas recipients are likely to be located.

If you do not want us to disclose your information to overseas recipients, please let us know.

Does Dsmile use or disclose your personal information for direct marketing?

Dsmile may use or disclose your personal information for the purpose of informing you about our services, upcoming promotions and events, or other opportunities that may interest you. If you do not want to receive direct marketing communications, you can opt-out at any time by contacting us using the contact details below.

If you opt-out of receiving marketing material from us, Dsmile may still contact you in relation to its ongoing relationship with you.

We will not disclose your personal information to third parties for marketing purposes without your consent.

How can you access or seek correction of your personal information?

You are entitled to request access to your personal information that we hold about you and/or to make corrections to that information. To do so, please contact our Privacy Officer using the contact details set out below.

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. You can help us to do this by letting us know if you notice errors or discrepancies in information we hold about you and letting us know if your personal details change.

We may decline your request to access or correct your personal information in certain circumstances in accordance with the APPs. An example could be if we do not agree that your personal information requires correction. If we do refuse your request, we will provide you with a written notice stating our reasons for refusal.

How do you make a complaint about the handling of your personal information?

You may contact Dsmile at any time if you have any questions, concerns or complaints about this Privacy Policy or about the way in which your personal information is handled.

You may make a complaint about privacy to the Privacy Officer at hello@dsmile.com

We take all complaints seriously. The Privacy Officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally respond to your complaint within a week.

If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and endeavour to complete our investigation into your complaint promptly. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.

In most cases, we will investigate and respond to a complaint within 30 days of receipt of the complaint. If the matter is more complex or our investigation may take longer, we will let you know.

If you are not satisfied with our handling to your complaint, you may contact the Office of the Australian Information Commissioner (OAIC). The OAIC can be contacted by telephone on 1300 363 992, by email enquiries@oaic.gov.au or by using the contact details on the OAIC website.

How are changes made to this Privacy Policy?

Dsmile may amend this Privacy Policy from time to time to reflect our current data collection and disclosure practices. The most recent version of our Privacy Policy is available on our website. We recommend that you visit our website regularly to keep up to date with any changes to this Privacy Policy.

This Privacy Policy was last updated in February 2021.