Privacy Policy

This Privacy Policy explains how CustomDose Compounding (ABN 61 699 099 888, "CustomDose", "we", "us") handles personal information, including health information, in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and applicable Victorian health records legislation. Because we are a health service provider, the Privacy Act applies to us regardless of our size.

1. What we collect

Depending on how you use CustomDose, we may collect:

• Identity and contact details — name, date of birth, gender (as you choose to describe it), email, phone, postal/delivery address, and, for people requesting on behalf of someone else, your name and relationship to the patient.
• Health information — prescriptions and e-script tokens you upload, the medicines and supplements you take, allergies and intolerances, medical conditions, pregnancy/breastfeeding status, swallowing difficulties, dietary/religious requirements, the reasons for your request, messages you exchange with our pharmacists, and our pharmacists' assessments and dispensing records.
• Account details — login email and a hashed password (we never see your password), your account preferences, order and request history.
• Payment details — handled by our payment processor (Stripe). We receive confirmation of payment, the last details needed to reconcile an order (e.g. amount, order reference), and your delivery address as entered at checkout. We do not store your card number.
• Prescriber information (prescriber portal) — name, profession, prescriber number, AHPRA or veterinary board registration number, practice details, and the scripts you generate.
• Partner pharmacy information — pharmacy and contact details, ABN, the orders and patient details you submit, and your account ledger and invoices.
• Technical information — IP address, browser type and basic usage data needed to run and secure the site (for example rate-limiting and fraud prevention). We do not use advertising trackers.

We collect this information directly from you (or the person acting for you) when you submit a request, upload a prescription, create an account, place an order, use a portal, or contact us.

2. Why we collect it

We use personal and health information to:

• assess whether compounding is appropriate and lawful for you (a pharmacist reviews every request, as required by the Pharmacy Board of Australia's compounding guidelines);
• prepare, dispense, label, supply and deliver medicines and other products, and provide counselling;
• communicate with you and your prescriber about your request, including asking for clarification;
• track prescription repeats and re-orders;
• take payment, issue receipts and invoices, and manage partner pharmacy accounts;
• keep the records that pharmacy and medicines law require us to keep;
• run, secure and improve the website; and
• meet our legal obligations, including adverse-event reporting.

We only collect health information with your consent (which you give when you submit a request or upload a prescription) or where the law requires or authorises it.

3. Who we share it with

We do not sell personal information. We share it only as needed to provide our services and run the business:

• Your prescriber or other health practitioners involved in your care, where needed to clarify or verify a prescription.
• Service providers who process data on our behalf under contract: secure cloud hosting and database services (our database and file storage are hosted with Supabase in Australia; the website runs on Vercel), payment processing (Stripe), transactional email delivery (Resend), and delivery carriers (who receive your name, address and phone for delivery).
• Partner pharmacies — if a partner pharmacy submits an order for you, we share the status of that order (and tracking) with that pharmacy.
• Regulators, courts and law enforcement where required by law (for example the Pharmacy Board of Australia, the TGA, or under a subpoena).

Some service providers may process limited data outside Australia (for example email delivery infrastructure). Where this happens we take reasonable steps to ensure the recipient handles the information consistently with the APPs.

4. Storage and security

Health information and uploaded prescriptions are stored in a private, access-controlled cloud database and file store located in Australia. Access is restricted to our pharmacists and staff who need it, protected by individual logins. Data is encrypted in transit (HTTPS) and at rest by our hosting providers. Payment card data is handled entirely by Stripe (PCI-DSS Level 1) and never touches our systems.

We keep dispensing and prescription records for the periods required by pharmacy and medicines legislation (generally at least three years, and longer where required), after which they are securely deleted or de-identified. Account information is kept while your account is active and for a reasonable period afterwards.

5. Cookies

We use only the cookies needed to keep you signed in and to run the site (session/authentication cookies and, in the shop, your cart stored in your own browser). We do not use third-party advertising cookies.

6. Access, correction and deletion

You can ask to access or correct the personal information we hold about you by emailing pharmacy@customdose.com.au. Members can update most contact details from My details in their account. You can ask us to delete your account; we will do so, except for records we are legally required to keep (such as dispensing records), which we will retain securely for the required period only.

7. Direct marketing

We do not send marketing email unless you have opted in. Any marketing message will include an easy way to opt out.

8. Complaints

If you have a concern about how we have handled your information, please contact us first at pharmacy@customdose.com.au or by post at 1/538 Mountain Highway, Bayswater VIC 3153. We will respond within 30 days. If you are not satisfied, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au, or, for health information in Victoria, the Health Complaints Commissioner.

9. Changes

We may update this policy from time to time. The current version will always be published on this page with its "last updated" date.

Contact: CustomDose Compounding · 1/538 Mountain Highway, Bayswater VIC 3153 · pharmacy@customdose.com.au