Legal Notice & Privacy Policy

1. Information Management Policy
Contact Details Of Our Organisation

ConvaTec (Australia) PTY Ltd,
Unipark Monash
Building 2, Ground Floor
195 Wellington Rd
PO Box 63, Mulgrave Vic 3170

ConvaTec (New Zealand) Ltd.
Level 4
369 Queen Street
Auckland 1010
New Zealand

Call and ask for the Privacy Officer:
Telephone: 1800 335 276 or +61 3 8562 1300:
Fax: +61 3 8562 1343
Email: or

2. General Statement of Our Information Handling Policies

We recognise the trust you are placing in us through your dealings with us. We do everything we can to maintain that trust. Our staff are required, as part of their employment contract, to protect information about you. This is our personal standard. Furthermore, under law your rights to privacy are also protected. The National Privacy Principles, the Privacy Act (NZ and Australia), the Unsolicited Electronic Messages Act 2007 (NZ) and general law place strict requirements on us to treat certain information you give us as confidential.

3. Collection and use

What information we collect

We collect the following information:

  • your name and contact details;
  • the names of medical products that you currently use or have used in the past; and
  • other personal information (including health information) that you consent to supply to us and that we are permitted to collect from you under the National Privacy Principles, the Privacy Act (NZ and Australia) and general law.

Why we collect the information

We use your information to assist in:

  • providing you with relevant consumer information,
  • notifying you of products that may be of interest for other marketing purposes; and
  • for providing value-added services to assist you in using ConvaTec products.

We may also use your information if you request us to contact your Health Care Practitioner and/or Ostomy Association regarding the use of our products (although in this case we will not disclose any of your personally identifiable particulars or other characteristics except in the circumstances described in the section "Other Disclosures" below).

If you do not provide the information that we request we may be unable to provide you with the services described above.

We may use your information for a purpose other than these purposes if you would reasonably expect the use of your information for that other purpose, such as product development, research and other related purposes.

We will not use your information for any other purpose, unless we have your express consent to do so.

Where we collect your information from

We will only collect your information by lawful and fair means and not in an unreasonably intrusive way.

We collect your information in a number of ways, including:

  • directly from you, for example when you provide information by phone or when you submit information to us through our websites (eg by email or cookies);
  • from publicly available sources of information; and
  • when legally required to do so.

Our website

When you visit our website, we collect the following personal information that you may be unaware of:

  • your IP address and the name of the domain from which you access the internet;
  • the date and time you access our site;
  • the internet address of the website from which you linked directly to our site; and
  • any other parameters in the URL, such as search criteria.

We use this data to better understand usage of our website and to determine which areas of our website users prefer (eg based on the number of visits to those areas). This information is used in log files and is used by us for statistical reporting.

We may store some information on your computer using a technique your browser supports called cookies. The cookies are used for a variety of purposes, including but not limited to: helping you login (e.g., remembering your user name if you register or login); remembering some of your customised user preferences; helping us better understand how people use our website; and to helping us improve our website. In some cases, this information will help us tailor content to your interests or help us avoid asking for the same information when you revisit our website. The cookies set by our websites are used only by our websites. To disable or limit the use of cookies, please refer to the options provided by your Internet browser. If you do so, however, some pages on our website may not work properly.

We may also use Web beacons on some of our websites. A Web Beacon is a clear GIF (Graphics Interchange Format) image or pixel tag that companies place on their Web sites to allow an Internet advertising or audience measurement company to help them analyse their advertising campaigns and general usage patterns of visitors to their websites. Except as otherwise described in this Privacy Statement, we will not sell, rent or give away your personally identifiable information to any unrelated third party without your permission.

4. You may "opt-out" of receiving direct marketing material

We also ask you for some personal details so that we can keep in touch with you and so that we can tell you about our other products and services that could be useful to you. Please contact our ConvaTec Support Centre if you do not wish your details to be used for marketing purposes.

For persons based in New Zealand, we do not send Commercial Electronic Messages (as that term is defined in the Unsolicted Electronic Messages Act 2007 (NZ)) unless you have expressly opted in to receiving those Commercial Eelctronic Messages.

The contact details for the ConvaTec Support Centre are:

Freecall 1800 335 276

New Zealand:
Toll Free 0800 652 882

5. Disclosures

To whom do we regularly disclose personal information

We may disclose information that we hold to related companies within our corporate group and to our contractors for the purposes specified above and on the grounds that they keep the information confidential.

Other disclosures

We may also disclose information that we hold:

  • where there are reasonable grounds to believe disclosure is necessary to prevent a serious threat to an individual's life, health or safety, or a serious threat to public health or safety;
  • when required, authorised, or permitted by law;
  • if we have reason to suspect that unlawful activity has been or may be engaged in, and the disclosure is a necessary part of any investigation of the unlawful activity or in reporting our concerns to relevant persons or authorities;
  • if disclosure is necessary for research, or the compilation or analysis of statistics, relevant to public health or safety and in accordance with the Health Records Act 2001 (Vic) and the Health Information Privacy Code 1994 (NZ); or
  • otherwise with your express consent.

6. Retention Policies

Any information that we no longer require is destroyed. An exception to this may be retention of the information for data analysis. However, if this occurs then the information will be retained in a form that does not allow you to be identified from that information.

7. Access and Correction

The security of your information is important to us. We make all reasonable efforts to ensure that information is stored securely both in electronic and physical form.

You may access your information at any time by contacting our privacy officer. If you would like to know what information we hold about you please contact our privacy officer. If you discover that there is an error or information is missing please notify our privacy officer and we will try to correct or add the information as soon as possible.

We will try to ensure that all information we collect, use of disclose about you is accurate, complete and up-to-date.

If you would like to talk to our privacy officer about this please contact:

PO Box 63
Mulgrave, Victoria 3170

Telephone: 1800 335 276 or +61 3 8562 1300
Fax: +61 3 8562 1343
Email: or

8. Disputes

If you believe that our organisation has breached your privacy rights in any way, or you would like to discuss any issues about our privacy policy please contact:

P.O. Box 63 Mulgrave,
Victoria 3170

Telephone: 1800 335 276 or +61 3 8562 1300
Fax: +61 3 8562 1342

We will try to satisfy any questions that you have and correct any errors on our part. If we do not answer your concerns to your satisfaction you have the right to make a complaint to the Privacy Commissioner. The Privacy Commissioner may be contacted on:


GPO Box 5218
Sydney NSW 1042

Telephone: 1300 363 992
(for the cost of a local call anywhere in Australia)
TTY: 1800 620 241
Fax: +61 2 9284 9666

New Zealand:

PO Box 466 Auckland 1140

Telephone: 0800 803 909
(for the cost of a local call anywhere in New Zealand)

To speak to our customer care team, call 1800-335-276 (AU) or 0-800-441-763(NZ).