Privacy Policy
How Paradise Compounding Pharmacy collects, uses, stores and protects your personal and health information, and what you can do about it.
Last updated: 22 September 2026 · Applies to Paradise Compounding Pharmacy, Piazza 16, 3221 Surfers Paradise Boulevarde, Surfers Paradise QLD 4217, and to this website.
The short version
- We collect the information we need to dispense your medicines safely and lawfully, and no more
- Your health information is confidential and is only handled by pharmacy staff who need it
- We do not sell your information to anyone, ever
- We share it only where the law requires or where it is necessary to supply your medicine
- You can ask to see what we hold about you and ask us to correct it
1. Who we are
Paradise Compounding Pharmacy is a community and compounding pharmacy located at Piazza 16, 3221 Surfers Paradise Boulevarde, Surfers Paradise QLD 4217, inside My Doctors Medical Clinic. In this policy, “we”, “us” and “our” mean Paradise Compounding Pharmacy.
[ABN to be inserted before publication.]
My Doctors Medical Clinic is a separate business with its own privacy policy. This policy covers the pharmacy only.
2. The law we follow
We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Because we are a health service provider, these obligations apply to us regardless of our size, and health information is treated as sensitive information under that Act.
We are also subject to Queensland and Commonwealth legislation governing the supply, recording and retention of medicines and prescriptions, and to the professional obligations that apply to registered pharmacists.
3. What information we collect
Personal information we typically collect includes your name, date of birth, address, phone number and email address, along with your Medicare number and any concession, Safety Net or private health details where they are relevant to what you are being supplied.
Health information we typically collect includes the medicines prescribed to you, the prescriber who wrote them, your dispensing history with us, allergies and adverse reactions you have told us about, other medicines and supplements you are taking, and any clinical information a prescriber provides to allow a preparation to be compounded safely.
For veterinary prescriptions we collect the animal’s details, the prescribing veterinarian and the owner’s contact details.
Where it is lawful and practical, you can deal with us anonymously or under a pseudonym, for example when asking a general question. We cannot dispense a prescription anonymously, because the law requires us to record who a medicine was supplied to.
4. How we collect it
We collect information directly from you at the counter, over the phone, by email, and through the forms on this website. We also receive information from your prescriber, whether written on a prescription, sent as an eScript token, or given to us when we contact them to clarify a formula.
Where you are collecting a medicine for someone else, we may collect that person’s details from you. Where someone else is collecting on your behalf, we may need to confirm details with you first.
5. Why we collect and use it
We use your information to dispense and compound your medicines accurately and safely, to check for interactions and contraindications, to keep the records the law requires us to keep, to contact you about a prescription or a repeat, to process PBS and Medicare claims, and to arrange delivery where you have asked us to.
We will only use your information for the purpose we collected it for, or for a directly related purpose you would reasonably expect, unless you consent to something else or the law requires it.
Marketing. We do not use your health information for marketing. If we ever send you pharmacy news or offers, it will be because you asked to receive them, and every message will include a way to stop receiving them.
6. Who we share it with
We disclose your information only where it is necessary or required. That may include:
- Your prescriber or another treating practitioner, where clarification or continuity of care requires it
- Services Australia, for PBS and Medicare claiming
- Our courier partner, where you have asked us to deliver, limited to the name and address needed to make the delivery
- Wholesalers and compounding suppliers, where necessary to source an ingredient, without identifying you unless required
- Our software and IT providers, who host and maintain our dispensing and website systems under confidentiality obligations
- Regulators, courts or law enforcement, where we are legally required or authorised to disclose
We do not sell, rent or trade your personal or health information to anyone, and we do not disclose it for any commercial purpose.
7. Overseas disclosure
Some of the software we rely on, including website hosting, email and website analytics, may store or process data on servers located outside Australia. Where that happens we take reasonable steps to ensure the provider handles your information consistently with the Australian Privacy Principles.
Your dispensing and clinical records are held in our pharmacy dispensing system and are not routinely disclosed overseas.
8. This website
Contact form. When you use the contact form we collect your name, email address, phone number, the type of enquiry and whatever you write in the message. We ask you not to include sensitive medical details in the form. That conversation is better had on the phone or in person.
Prescription form. When you send us a prescription through the website we collect your name, contact details, how you would like to receive your medicine, any eScript token you provide and any notes you add. A pharmacist reviews every submission. Submissions are held in the website’s form records and transferred into our dispensing system where a prescription proceeds.
Cookies and analytics. This website uses cookies and website analytics to understand how pages are used, so we can improve them. This tells us things like which pages are visited and roughly where visitors are located. It does not tell us who you are, and it is never linked to your dispensing records. You can block or delete cookies in your browser settings, though parts of the site may not work as well.
Links to other sites. Where we link to another website, that site has its own privacy policy and we are not responsible for how it handles your information.
Not for emergencies. Website forms and email are not monitored outside opening hours. If your situation is urgent, phone the pharmacy on 07 5527 9428. In an emergency, call 000.
9. How we keep it secure
We take reasonable steps to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure. In practice that means:
- Paper prescriptions and records are stored securely on the premises and are not left where the public can see them
- Electronic records are held in password protected systems, accessible only to pharmacy staff who need them to do their job
- All staff are bound by confidentiality obligations, and registered pharmacists are bound by their professional obligations as well
- Our website is served over an encrypted connection and access to its administration area is restricted
No system is completely secure. If a data breach occurs that is likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme, which includes notifying affected individuals and the Office of the Australian Information Commissioner.
10. How long we keep it
We keep health records for as long as the law requires, which for an adult is generally at least seven years from the date of the last service, and for a person under 18 is generally until they turn 25. Prescription and dispensing records are retained for the periods set by the legislation governing the supply of medicines.
Once information is no longer required and we are no longer legally obliged to keep it, we take reasonable steps to destroy or de-identify it securely.
11. Accessing and correcting your information
You can ask to see the personal and health information we hold about you, and you can ask us to correct anything that is wrong, out of date or incomplete. Ask at the counter, phone 07 5527 9428 or email admin@pcpharm.com.au.
We may ask you to put the request in writing and to provide identification, so that we do not give your information to the wrong person. We will respond within a reasonable period, usually within 30 days.
There are limited situations in which we may refuse access, for example where giving access would pose a serious threat to someone’s life, health or safety, or where the law requires or authorises us to refuse. If we refuse, we will tell you why in writing and explain how to complain about that decision.
We do not charge for making a request. We may charge a reasonable fee for the cost of providing copies, and we will tell you before we do.
12. Complaints
If you think we have mishandled your personal or health information, please tell us first. Most issues are resolved quickly once we know about them.
Write to the Privacy Officer at Paradise Compounding Pharmacy, Piazza 16, 3221 Surfers Paradise Boulevarde, Surfers Paradise QLD 4217, or email admin@pcpharm.com.au. We will acknowledge your complaint and aim to respond within 30 days.
If you are not satisfied with how we handle it, you can contact the Office of the Australian Information Commissioner on 1300 363 992 or at oaic.gov.au. Concerns about the conduct of a registered pharmacist can also be raised with the Australian Health Practitioner Regulation Agency on 1300 419 495.
13. Changes to this policy
We review this policy from time to time and may update it to reflect changes in our practices or in the law. The current version is always the one published on this page, and the date at the top tells you when it last changed.
14. How to contact us
Questions about this policy, or about how we handle your information, can go to our Privacy Officer.
Paradise Compounding Pharmacy
Privacy Officer
Piazza 16, 3221 Surfers Paradise Boulevarde
Surfers Paradise QLD 4217
Phone: 07 5527 9428
Fax: 07 5604 1432
Email: admin@pcpharm.com.au
Open Monday to Friday 8:00am to 5:00pm, Saturday and Sunday 8:30am to 5:00pm.
This policy is general in nature and describes our practices. It does not constitute legal advice. If anything here is unclear, please contact the pharmacy and ask.