Miracle Paws Privacy Policy
Miracle Paws – Therapy & Wellbeing Dogs
Website: www.miraclepaws.com.au
Last updated: 6 October 2026
Our commitment to your privacy
Miracle Paws – Therapy & Wellbeing Dogs (Miracle Paws, we, us or our) respects your privacy. This policy explains how we collect, hold, use and share personal information through our website, enquiries, bookings, visits and volunteer applications, and how you can access or correct your information or raise a concern.
We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and Australian Privacy Principles where they apply, and the Health Records Act 2001 (Vic) where we handle health information covered by that Act.
Information we collect
We collect information reasonably necessary for our activities. Depending on how you interact with us, this may include:
Your name, email address, telephone number, organisation, suburb, postcode and relevant address details.
Enquiry and booking details, visit requirements, correspondence, feedback, consent records and incident reports.
Billing information and payment records needed to administer a booking.
Volunteer or handler application details, availability, relevant experience, dog details, qualifications and screening information such as Working with Children Checks and National Police Checks.
Photos, videos or testimonials where you have agreed to their collection and use.
Technical website information described below.
Health and other sensitive information
To plan a safe and suitable visit, we may need limited information about allergies, accessibility, health conditions, support needs or safety considerations. We collect sensitive information only where reasonably necessary and with consent, unless collection is required or otherwise permitted by law.
Please avoid sending detailed medical histories or identifying information about students, patients or residents through a general enquiry form. Contact us first so we can agree on an appropriate way to share necessary information.
How we collect information
We usually collect information directly from you through website forms, email, telephone calls, applications, booking documents or conversations. We may also receive necessary information from an authorised representative, parent or guardian, school, healthcare provider, aged care facility, employer or event organiser coordinating a visit.
If you provide information about another person, please ensure you have authority or another lawful basis to share it and make this policy available to them where appropriate. We may seek confirmation before collecting or using that information.
You can make a general enquiry anonymously or using a pseudonym where practicable. We may need identifying and contact information to arrange visits, process applications or meet safety requirements. If necessary information is not provided, we may be unable to proceed with a booking or application.
How we use information
Respond to enquiries and prepare quotes, bookings, agreements and invoices.
Plan and deliver safe, appropriate Therapy & Wellbeing Dog visits.
Coordinate handlers and communicate with you or authorised venue contacts.
Assess and manage volunteer or handler applications and suitability requirements.
Manage feedback, complaints, incidents, insurance matters and legal obligations.
Maintain business records and protect the security of our website and services.
Submitting an enquiry does not subscribe you to a mailing list. We do not use health or other sensitive information for direct marketing without separate express consent.
When we share information
We share information only where necessary for an authorised purpose or otherwise permitted or required by law. Recipients may include handlers and coordinators who need it to deliver a visit; authorised contacts at the relevant school, facility or venue; website, email, cloud storage, accounting or payment service providers; and professional advisers, insurers or relevant authorities.
We limit information shared to what is needed. We do not sell personal information. Sensitive information is shared only with consent or another lawful basis, including applicable emergency or mandatory reporting provisions.
Children and people who need support with consent
We take particular care with children’s information and information about people who need support to make decisions. We consider the person’s capacity to understand and consent and, where necessary, seek consent from an authorised parent, guardian or representative. A venue booking alone does not authorise every use of a participant’s information.
Photos videos and testimonials
We seek specific, informed permission before taking and using identifiable photos, videos or testimonials for our website, social media or promotional materials. Permission should identify the intended use. For children or people unable to provide informed consent, we seek permission from an authorised parent, guardian or representative and respect the person’s wishes.
You may decline promotional photography without affecting your participation in a visit. Contact us if you wish to withdraw permission for future use. We will take reasonable steps to stop future use and remove material we control where practicable, but cannot guarantee removal of copies already printed or shared independently by others.
Website information and cookies
Our website platform may collect technical information such as your IP address, browser and device type, pages accessed and the time of your visit. Cookies and similar technologies may be used to operate forms, maintain website functionality and support security.
We do not intentionally use advertising pixels, remarketing tools or third-party marketing analytics on our website. You can manage cookies through your browser settings; disabling some cookies may affect forms or other functions. If our website practices change, we will update this policy and provide any notices or choices required by law.
Links to other websites or social media platforms are governed by those providers’ privacy policies. Information you post publicly on social media may be visible to others. Please use private contact channels for confidential enquiries.
Overseas storage and disclosure
Our website, email and other technology providers may store or process personal information outside Australia. This can involve overseas access or disclosure. Where applicable, we take reasonable steps to protect information transferred overseas in accordance with Australian privacy requirements.
Keeping information secure
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. Information may be held in electronic systems and, where necessary, paper records. Access is limited to people who need it for an authorised purpose.
No method of storage or transmission is completely secure. If a privacy or security incident occurs, we will assess it, take appropriate action and notify affected people and relevant regulators where required by law.
How long we keep information
We keep information for as long as reasonably needed for the purpose for which it was collected and any applicable legal, health record, accounting, insurance or recordkeeping requirements. When it is no longer needed and lawful retention requirements have been met, we take reasonable steps to securely destroy or de-identify it.
Accessing and correcting your information
You may contact us to request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete, out of date, irrelevant or misleading. We may need to verify your identity and the authority of anyone acting on your behalf.
We will respond within a reasonable period and any applicable legal timeframe. We generally aim to respond within 30 days. If access or correction is refused on lawful grounds, we will explain the reasons in writing, where required, and how you can complain. Where applicable, you may ask us to associate a statement of your requested correction with the record.
There is no charge to make an access request or request a correction. If a lawful, reasonable charge applies to providing access, we will explain it before proceeding. You can also ask about deletion; some records must be retained by law or for another lawful purpose.
Privacy questions and complaints
If you have a question or believe we have mishandled personal information, please contact Luke Iris using the details below. Describe your concern, relevant dates and your preferred outcome. You do not need to include sensitive information beyond what is needed to explain the issue.
We will acknowledge your complaint, investigate it and generally aim to provide a response within 30 days. If more time is needed, we will explain why and keep you informed.
If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC), where the matter falls within its jurisdiction. The OAIC generally expects you to complain to us first and allow 30 days for a response. Victorian health information concerns may also be raised with the Health Complaints Commissioner.
Office of the Australian Information Commissioner
Website: www.oaic.gov.au
Privacy complaints: www.oaic.gov.au/privacy/privacy-complaints
Health Complaints Commissioner Victoria
Website: hcc.vic.gov.au
Contact us
Miracle Paws – Therapy & Wellbeing Dogs
Email: smile@miraclepaws.com.au
Telephone: 040 111 7297
Postal address: 23 Park Road, Cheltenham VIC 3192, Australia
Website: www.miraclepaws.com.au
Changes to this policy
We may update this policy to reflect changes in our services, technology or legal obligations. The current version will be available on our website with its last updated date. You can request a copy free of charge or ask for an accessible format by contacting us.