Privacy Policy

RECOVERY HAUS PRIVACY POLICY

INTRODUCTION

Recovery Haus Pty Ltd (ABN 73 683 259 421) t/as Recovery Haus and its subsidiaries and affiliates in Australia (collectively referred to as ‘us’, ‘we’ or ‘Recovery Haus’) seek to manage personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) (Privacy Act) and other applicable privacy laws.

This document sets out our policies for managing your personal information (including sensitive information) and is referred to as our Privacy Policy.

This Privacy Policy was last updated on 20 June 2025.

WHAT INFORMATION DOES RECOVERY HAUS COLLECT ABOUT YOU?

Clients and prospective clients

When you enquire about our services (including our wellness treatments), create an account, make a transaction or complete any forms on our website, on our app or at our premises, a record is made which includes your personal information.

Where we collect your personal information in connection with a health service, that information may be considered health information, and thus sensitive information.

The type of personal information we collect will vary depending on the circumstances of collection and the kind of service you request from us, but will typically include name, phone number, date of birth, address, email, password, communications, comments and payment transactions, including debit and credit card details.

We may also collect any additional personal information you provide to us, or authorise us to collect, as part of your interaction with Recovery Haus.

Prospective employees or applicants

We collect personal information when recruiting personnel, such as your name, contact details, qualifications and work history. Generally, we will collect this information directly from you.

We may also collect personal information from third parties in ways which you would expect (for example, from recruitment agencies or referees you have nominated). Before offering you a position, we may collect additional details such as your tax file number and superannuation information and other information necessary to conduct background checks to determine your suitability for certain positions.

Other individuals

Recovery Haus may collect personal information about other individuals who are not clients. This includes clients and members of the public who participate in events we are involved with; individual service providers and contractors to Recovery Haus; and other individuals who interact with Recovery Haus on a commercial basis. The kinds of personal information we collect will depend on the capacity in which you are dealing with Recovery Haus. Generally, it would include name, contact details, and information about our interactions and transactions with you.

We may collect CCTV footage of our premises for security and safety purposes. If you are participating in an event we are managing or delivering, we may take images or audio-visual recordings which identify you.

In limited circumstances, Recovery Haus may collect information which is considered sensitive information. For example, if you require medical attention, we may collect health information about you in an emergency or otherwise with your consent.

We may collect personal information about minors (for example, when they participate in events we are involved with). Where minors lack sufficient maturity and understanding to make decisions about their personal information, we will require their parents or guardians to make decisions on their behalf.

You can always decline to give Recovery Haus any personal information we request, but that may mean we cannot provide you with some or all the services you have requested. If you have any concerns about personal information we have requested, please let us know.

Visitors to our websites

The way in which we handle the personal information of visitors to our websites is discussed below.

HOW AND WHY DOES RECOVERY HAUS COLLECT AND USE YOUR PERSONAL INFORMATION?

Recovery Haus collects personal information reasonably necessary to carry out our business, to assess and manage our clients’ needs, and provide services (including wellness treatments). We may also collect information to fulfil administrative functions associated with these services, for example billing, contracting with you and/or third parties and managing client relationships.

The purposes for which Recovery Haus collects and uses personal information depends on the nature of your interaction with us, but may include responding to requests for information and other general inquiries, managing, planning, advertising and administering programs and events, researching, developing and expanding our facilities and services (including our range of wellness treatments), informing you of our activities, events, facilities and services, recruitment processes (including for volunteers, internships and work experience), and responding to enquires and complaints.

Recovery Haus generally collects 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 may also collect personal information about you from other sources, for example, affiliated and related companies, and third-party suppliers and contractors who assist us to operate our business.

Recovery Haus also collects and uses personal information for market research purposes and to innovate our delivery of products and services (including wellness treatments).

HOW DOES RECOVERY HAUS INTERACT WITH YOU VIA THE INTERNET?

You may visit our websites (recoveryhaus.com.au) without identifying yourself. If you identify yourself (for example, by providing your contact details in an enquiry), any personal information you provide to Recovery Haus will be managed in accordance with this Privacy Policy.

Recovery Haus websites use cookies. A “cookie” is a small file stored on your computer’s browser, which assists in managing customised settings of the website and delivering content. We collect certain 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.

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.

Recovery Haus websites may contain links to third-party websites. Recovery Haus is not responsible for the content or privacy practices of websites that are linked to our website.

CAN YOU DEAL WITH RECOVERY HAUS ANONYMOUSLY?

Recovery Haus will provide individuals with the opportunity of remaining anonymous or using a pseudonym in their dealings with us where it is lawful and practicable (for example, when making a general enquiry). Generally, it is not practicable for Recovery Haus to deal with individuals anonymously or pseudonymously on an ongoing basis. If we do not collect personal information about you, you may be unable to use our services or participate in our events, programs or activities we manage or deliver.

HOW DOES RECOVERY HAUS HOLD INFORMATION?

Recovery Haus stores information in paper-based files or other electronic record keeping methods in secure databases (including trusted third-party storage providers based in Australia and overseas). Personal information may be collected in paper-based documents and converted to electronic form for use or storage (with the original paper-based documents either archived or securely destroyed). We take reasonable steps to protect your personal information from misuse, interference and loss and from unauthorised access, modification or disclosure.

Recovery Haus maintains physical security over paper and 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 websites do not necessarily use encryption or other technologies to ensure the secure transmission of information via the internet. Users of our websites are encouraged to exercise care in sending personal information via the internet.

We take steps to destroy or de-identify information that we no longer require.

DOES RECOVERY HAUS USE OR DISCLOSE YOUR PERSONAL INFORMATION FOR DIRECT MARKETING?

Recovery Haus may use or disclose your personal information (including sensitive information) for the purpose of informing you about our services (including wellness treatments), 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, Recovery Haus may still contact you in relation to its ongoing relationship with you.

HOW DOES RECOVERY HAUS USE AND DISCLOSE PERSONAL INFORMATION?

For clients

The purposes for which we may use and disclose your personal information (including sensitive information) will depend on the services or treatments we are providing you. For example, we may disclose information about you to other service providers where this is relevant to our services or treatments.

If you are a client or participant in an event, we may disclose your personal information to our clients and venues where this is reasonably necessary for, and relevant to, the delivery of the event. We may use images or audio-visual recordings which identify you for promotional purposes where you would reasonably expect this to occur.

Disclosure to contractors and other service providers

Recovery Haus may disclose information to third parties we engage to provide our services, including contractors and service providers used for data processing, data analysis, satisfaction surveys, information technology services and support, website maintenance or development, printing, archiving, mail-outs, and market research.

Personal information may also be shared between related and affiliated companies of Recovery Haus, located in Australia and overseas.

Third parties to whom we have disclosed your personal information may contact you directly to let you know they have collected your personal information and to give you information about their privacy policies.

Use and disclosure for administration and management

Recovery Haus may also use and disclose personal information for a range of administrative, management and operational purposes. This includes:

• administering billing and payments and debt recovery;
• planning, managing, monitoring and evaluating our services and treatments;
• quality improvement activities;
• statistical analysis and reporting;
• training staff, contractors and other workers;
• risk management and management of legal liabilities and claims (for example, liaising with insurers and legal representatives);
• responding to enquiries and complaints;
• obtaining advice from consultants and other professional advisers; and
• responding to subpoenas and other legal orders and requests.

Other uses and disclosures

We may use and disclose your personal information for other purposes explained at the time of collection or otherwise as set out in this Privacy Policy.

DOES RECOVERY HAUS DISCLOSE YOUR PERSONAL INFORMATION OVERSEAS?

Recovery Haus works with service providers, sponsors and commercial interests across the globe. It is possible that your personal information will be disclosed to overseas recipients.

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.

HOW CAN YOU ACCESS OR SEEK CORRECTION OF YOUR PERSONAL INFORMATION?

You may access your personal information held by Recovery Haus on request. To request access to your personal information please contact us using the contact details set out below.

You will not be charged for making a request to access your personal information, but you may be charged for the reasonable time and expense incurred in compiling information in response to your request.

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 that we hold about you and letting us know if your personal details change.

If you consider that any personal information that we hold about you is inaccurate, out-of-date, incomplete, irrelevant or misleading you are entitled to request correction of the information. After receiving a request from you, we will take reasonable steps to correct your information.

We may decline your request to access or correct your personal information in certain circumstances in accordance with the APPs. If we do refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction.

WHAT SHOULD YOU DO IF YOU HAVE A COMPLAINT ABOUT THE HANDLING OF YOUR PERSONAL INFORMATION?

You may contact Recovery Haus at any time if you have any questions or concerns about this Privacy Policy or about the way in which your personal information has been handled.

You may make a complaint about privacy to us at the contact details set out below.

We will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint.

If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint 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 response to your complaint, or you consider that Recovery Haus may have breached the APPs or the Privacy Act, a complaint may be made to the Office of the Australian Information Commissioner (OAIC). The OAIC can be contacted by telephone on 1300 363 992 or by using the contact details on the OAIC website.

HOW ARE CHANGES MADE TO THIS PRIVACY POLICY?

Recovery Haus may amend this Privacy Policy from time to time, with or without notice to you. We recommend that you visit our website regularly to keep up to date with any changes.

HOW CAN YOU CONTACT RECOVERY HAUS?

If you have any queries, seek access to your personal information, or have a complaint, you can contact Grant Stewart (Founder) at grant@recoveryhaus.com.au.