{"id":7383,"date":"2026-08-25T05:13:02","date_gmt":"2026-08-25T05:13:02","guid":{"rendered":"https:\/\/mezzaninedesign.com.au\/sotg-dev\/?page_id=7383"},"modified":"2026-08-26T06:37:28","modified_gmt":"2026-08-26T06:37:28","slug":"privacy-policy","status":"publish","type":"page","link":"https:\/\/mezzaninedesign.com.au\/sotg-dev\/privacy-policy\/","title":{"rendered":"Privacy Policy"},"content":{"rendered":"
<\/div>

Privacy Policy<\/h1><\/div><\/div><\/div><\/div><\/section>

PRIVACY, SHIPPING, CANCELLATION, RETURNS AND REFUNDS POLICY<\/strong><\/h3>\n

Respiratory & Sleep Service including SleepOnTheGo<\/p>\n

August 2026<\/strong><\/p>\n

1. About this policy<\/h3>\n

Respiratory & Sleep Service is operated by Eastern Respiratory Service Pty Ltd, ABN 27 105 357 828.<\/p>\n

This policy also applies to the SleepOnTheGo service and brand, including our clinics, mobile testing services, home sleep testing services, online stores, websites and related services.<\/p>\n

In this policy, references to RSS, Respiratory & Sleep Service, SleepOnTheGo, we, us and our mean Eastern Respiratory Service Pty Ltd and the services it operates.<\/p>\n

We recognise that health information is highly personal and sensitive. We are committed to handling personal and health information carefully, transparently and in accordance with applicable privacy laws.<\/p>\n

These laws include the Privacy Act 1988, the Australian Privacy Principles and, where applicable, state and territory health privacy laws, including the Health Records Act 2001 in Victoria.<\/p>\n

This policy applies to patients, customers, carers, parents, guardians, authorised representatives, healthcare professionals, referring practitioners, website visitors, suppliers, contractors and job applicants.<\/p>\n

Our products and services are also supplied in accordance with the Australian Consumer Law and other applicable laws.<\/p>\n

The shipping, cancellation, returns and refunds sections apply to products, rental equipment, home sleep-testing equipment and related services ordered through RSS or SleepOnTheGo, whether through our websites or directly from us.<\/p>\n

 <\/p>\n

2. Privacy at a glance<\/h3>\n

We collect personal and health information that is reasonably necessary to provide respiratory, sleep, diagnostic, clinical, retail and support services.<\/p>\n

We use and disclose information primarily to provide care, undertake testing, prepare reports, communicate with healthcare professionals, process orders, manage payments and operate our services.<\/p>\n

We do not sell or rent personal or health information.<\/p>\n

You can ask to access or correct information we hold about you and can make a complaint if you are concerned about how your information has been handled.<\/p>\n

<\/h1>\n

3. What personal information we collect<\/h3>\n

The information we collect depends on your relationship with us and the service you receive.<\/p>\n

Identification and contact information<\/h4>\n

This can include:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 your name<\/p>\n

\u00b7\u00a0\u00a0 date of birth<\/p>\n

\u00b7\u00a0\u00a0 residential, postal and delivery addresses<\/p>\n

\u00b7\u00a0\u00a0 telephone number and email address<\/p>\n

\u00b7\u00a0\u00a0 sex or gender where relevant to your care or testing<\/p>\n

\u00b7\u00a0\u00a0 emergency contact information<\/p>\n

\u00b7\u00a0\u00a0 details of a parent, guardian, carer or authorised representative<\/p>\n

\u00b7\u00a0\u00a0 information used to confirm your identity.<\/p>\n

Health and clinical information<\/h4>\n

This can include:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 your symptoms, medical history and relevant family history<\/p>\n

\u00b7\u00a0\u00a0 current and previous medical conditions<\/p>\n

\u00b7\u00a0\u00a0 medications and treatment information<\/p>\n

\u00b7\u00a0\u00a0 respiratory, sleep and general health information<\/p>\n

\u00b7\u00a0\u00a0 referrals, clinical notes and correspondence<\/p>\n

\u00b7\u00a0\u00a0 sleep questionnaires and respiratory questionnaires<\/p>\n

\u00b7\u00a0\u00a0 physiological recordings and device data<\/p>\n

\u00b7\u00a0\u00a0 lung function, sleep study and other diagnostic results<\/p>\n

\u00b7\u00a0\u00a0 diagnostic images, graphs, measurements and reports<\/p>\n

\u00b7\u00a0\u00a0 information about CPAP therapy, treatment response, compliance and equipment use<\/p>\n

\u00b7\u00a0\u00a0 information received from your referring practitioner, treating practitioner or another healthcare provider<\/p>\n

\u00b7\u00a0\u00a0 information about allergies, disabilities, communication needs or other matters relevant to providing safe and appropriate services.<\/p>\n

Health information is sensitive information. We collect it only where it is reasonably necessary for our services and where the collection is permitted or required by law. Where consent is required, we will seek it separately and in clear terms.<\/p>\n

Funding, billing and payment information<\/h4>\n

This can include:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 Medicare details<\/p>\n

\u00b7\u00a0\u00a0 Department of Veterans\u2019 Affairs details<\/p>\n

\u00b7\u00a0\u00a0 private health insurance information<\/p>\n

\u00b7 workers’ compensation, employer or insurer information where relevant<\/p>\n

\u00b7\u00a0\u00a0 billing and account information<\/p>\n

\u00b7\u00a0\u00a0 payment and transaction information<\/p>\n

\u00b7\u00a0\u00a0 information required to process a refund, return or reimbursement.<\/p>\n

Payment information can be handled by us or by a payment service provider, depending on the payment method used.<\/p>\n

RSS and SleepOnTheGo order and service information<\/h4>\n

This can include:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 products or services ordered<\/p>\n

\u00b7\u00a0\u00a0 hire or rental information<\/p>\n

\u00b7\u00a0\u00a0 delivery and return addresses<\/p>\n

\u00b7\u00a0\u00a0 delivery tracking information<\/p>\n

\u00b7\u00a0\u00a0 device identification and serial numbers<\/p>\n

\u00b7\u00a0\u00a0 product support and warranty information<\/p>\n

\u00b7\u00a0\u00a0 customer service communications<\/p>\n

\u00b7\u00a0\u00a0 information about returned or damaged equipment<\/p>\n

\u00b7\u00a0\u00a0 information required to arrange a home sleep test or provide a sleep monitoring service.<\/p>\n

Communications<\/h4>\n

We can collect information contained in:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 emails, letters and text messages<\/p>\n

\u00b7\u00a0\u00a0 website enquiries<\/p>\n

\u00b7\u00a0\u00a0 telephone conversations<\/p>\n

\u00b7\u00a0\u00a0 appointment requests<\/p>\n

\u00b7\u00a0\u00a0 complaints, feedback and reviews<\/p>\n

\u00b7\u00a0\u00a0 communications with healthcare professionals, carers and authorised representatives.<\/p>\n

Website and technical information<\/h4>\n

When you use our websites, we can collect:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 your Internet Protocol address<\/p>\n

\u00b7\u00a0\u00a0 browser and device information<\/p>\n

\u00b7\u00a0\u00a0 pages viewed and features used<\/p>\n

\u00b7\u00a0\u00a0 the date and time of your visit<\/p>\n

\u00b7\u00a0\u00a0 the website or service that referred you to us<\/p>\n

\u00b7\u00a0\u00a0 cookie and website analytics information<\/p>\n

\u00b7\u00a0\u00a0 shopping cart, checkout and transaction activity.<\/p>\n

Business, supplier and employment information<\/h4>\n

We can also collect professional contact information, supplier information, employment history, qualifications, references and other information relating to contractors, suppliers and job applicants.<\/p>\n

<\/h1>\n

4. How we collect personal information<\/h3>\n

We usually collect personal information directly from you when you:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 book or attend an appointment<\/p>\n

\u00b7\u00a0\u00a0 complete a referral form, questionnaire or consent form<\/p>\n

\u00b7\u00a0\u00a0 undergo a respiratory or sleep test<\/p>\n

\u00b7\u00a0\u00a0 use a monitoring device or diagnostic platform<\/p>\n

\u00b7\u00a0\u00a0 purchase or hire a product through RSS or SleepOnTheGo<\/p>\n

\u00b7\u00a0\u00a0 contact us by telephone, email, website form or in person<\/p>\n

\u00b7\u00a0\u00a0 create an account or use an online service<\/p>\n

\u00b7\u00a0\u00a0 make a payment<\/p>\n

\u00b7\u00a0\u00a0 request support, provide feedback or make a complaint<\/p>\n

\u00b7\u00a0\u00a0 apply for employment or contract work.<\/p>\n

We can also collect information from:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 your referring doctor, specialist or other healthcare provider<\/p>\n

\u00b7\u00a0\u00a0 a hospital, clinic, laboratory, pharmacy or allied health provider<\/p>\n

\u00b7\u00a0\u00a0 a parent, guardian, carer or authorised representative<\/p>\n

\u00b7\u00a0\u00a0 Medicare, the Department of Veterans\u2019 Affairs, an insurer or another funding body<\/p>\n

\u00b7\u00a0\u00a0 an employer or workplace health provider where you have authorised workplace testing or where collection is otherwise permitted by law<\/p>\n

\u00b7\u00a0\u00a0 our related companies and service providers<\/p>\n

\u00b7\u00a0\u00a0 publicly available sources, generally in connection with business contacts or recruitment.<\/p>\n

Where reasonable and practicable, we collect personal information directly from you. When information is collected from another person or organisation, we take reasonable steps to make you aware of the collection and its purpose.<\/p>\n

If we receive personal information that we did not request, we will determine whether we are permitted to retain it. Information that we are not permitted or required to retain will be securely destroyed or made anonymous where lawful and practicable.<\/p>\n

<\/h1>\n

5. Why we collect, hold, use and disclose information<\/h3>\n

We collect, hold, use and disclose information to:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 identify you and maintain an accurate patient or customer record<\/p>\n

\u00b7\u00a0\u00a0 assess whether a service is suitable for you<\/p>\n

\u00b7\u00a0\u00a0 provide respiratory, sleep, diagnostic and related healthcare services<\/p>\n

\u00b7\u00a0\u00a0 arrange appointments, testing and consultations<\/p>\n

\u00b7\u00a0\u00a0 conduct and analyse respiratory and sleep tests<\/p>\n

\u00b7\u00a0\u00a0 operate diagnostic and monitoring equipment<\/p>\n

\u00b7\u00a0\u00a0 prepare, review and deliver clinical reports<\/p>\n

\u00b7\u00a0\u00a0 communicate results to you and your referring or treating healthcare professionals<\/p>\n

\u00b7\u00a0\u00a0 provide CPAP therapy services, equipment support and treatment monitoring<\/p>\n

\u00b7\u00a0\u00a0 process RSS and SleepOnTheGo purchases, rentals, deliveries, returns and support requests<\/p>\n

\u00b7\u00a0\u00a0 process payments, Medicare claims, insurance claims and other funding arrangements<\/p>\n

\u00b7\u00a0\u00a0 communicate with parents, guardians, carers and authorised representatives<\/p>\n

\u00b7\u00a0\u00a0 respond to enquiries, requests, complaints and feedback<\/p>\n

\u00b7\u00a0\u00a0 maintain clinical, financial and administrative records<\/p>\n

\u00b7\u00a0\u00a0 manage product safety, complaints, adverse events and regulatory reporting<\/p>\n

\u00b7\u00a0\u00a0 undertake quality assurance, clinical review, auditing, accreditation and staff training<\/p>\n

\u00b7\u00a0\u00a0 prevent or investigate fraud, misuse, security incidents or unlawful activity<\/p>\n

\u00b7\u00a0\u00a0 improve our services, systems and websites<\/p>\n

\u00b7\u00a0\u00a0 manage relationships with suppliers, contractors and healthcare professionals<\/p>\n

\u00b7\u00a0\u00a0 assess job and contractor applications<\/p>\n

\u00b7\u00a0\u00a0 comply with legal, professional, regulatory, insurance and reporting obligations<\/p>\n

\u00b7\u00a0\u00a0 protect the life, health, safety, rights or property of a person where permitted by law.<\/p>\n

We can also use information that has been made anonymous for service planning, statistics, quality improvement and business analysis.<\/p>\n

We will not use health information for an unrelated purpose unless you have consented or the use is otherwise permitted or required by law.<\/p>\n

<\/h1>\n

6. What happens if you do not provide information<\/h3>\n

You do not have to provide personal information unless it is required by law.<\/p>\n

However, if you do not provide information that is reasonably necessary, we might not be able to:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 safely provide a clinical or diagnostic service<\/p>\n

\u00b7\u00a0\u00a0 complete or interpret a test<\/p>\n

\u00b7\u00a0\u00a0 prepare or deliver a report<\/p>\n

\u00b7\u00a0\u00a0 communicate with your referring practitioner<\/p>\n

\u00b7\u00a0\u00a0 process a Medicare, insurance or funding claim<\/p>\n

\u00b7\u00a0\u00a0 process or deliver an RSS or SleepOnTheGo order<\/p>\n

\u00b7\u00a0\u00a0 provide product support<\/p>\n

\u00b7\u00a0\u00a0 respond properly to your enquiry or complaint.<\/p>\n

<\/h1>\n

7. Who we disclose information to<\/h3>\n

We disclose personal information only where reasonably necessary for our services, where you would reasonably expect the disclosure, where you have consented, or where disclosure is permitted or required by law.<\/p>\n

Recipients can include:<\/strong><\/p>\n

Healthcare and clinical recipients<\/h4>\n

\u00b7\u00a0\u00a0 referring and treating doctors<\/p>\n

\u00b7\u00a0\u00a0 respiratory and sleep physicians<\/p>\n

\u00b7\u00a0\u00a0 respiratory scientists, sleep scientists and technicians<\/p>\n

\u00b7\u00a0\u00a0 nurses, pharmacists and allied health professionals<\/p>\n

\u00b7\u00a0\u00a0 clinical reporting and diagnostic service providers<\/p>\n

\u00b7\u00a0\u00a0 hospitals, clinics and laboratories<\/p>\n

\u00b7\u00a0\u00a0 another healthcare provider nominated by you.<\/p>\n

Government, funding and workplace recipients<\/h4>\n

\u00b7\u00a0\u00a0 Medicare<\/p>\n

\u00b7\u00a0\u00a0 the Department of Veterans\u2019 Affairs<\/p>\n

\u00b7\u00a0\u00a0 private health insurers<\/p>\n

\u00b7\u00a0\u00a0 workers compensation authorities and insurers<\/p>\n

\u00b7\u00a0\u00a0 employers or workplace health providers where you have authorised the disclosure or it is otherwise permitted by law<\/p>\n

\u00b7\u00a0\u00a0 public health, regulatory and professional bodies.<\/p>\n

Operational service providers<\/h4>\n

\u00b7\u00a0\u00a0 diagnostic platform and medical software providers<\/p>\n

\u00b7\u00a0\u00a0 information technology, cloud storage and data hosting providers<\/p>\n

\u00b7\u00a0\u00a0 website, e-commerce and communication providers<\/p>\n

\u00b7\u00a0\u00a0 payment processors and financial institutions<\/p>\n

\u00b7\u00a0\u00a0 couriers, delivery companies and logistics providers<\/p>\n

\u00b7\u00a0\u00a0 document storage, scanning and secure destruction providers<\/p>\n

\u00b7\u00a0\u00a0 equipment manufacturers and technical support providers<\/p>\n

\u00b7\u00a0\u00a0 accountants, auditors, insurers, lawyers and other professional advisers<\/p>\n

\u00b7\u00a0\u00a0 debt recovery providers where reasonably necessary and lawful.<\/p>\n

We require service providers to handle personal information only for the work they perform for us and to apply appropriate privacy and security protections.<\/p>\n

We can also disclose information to a related company where reasonably necessary to operate our services, manage shared systems or provide support, subject to applicable privacy laws.<\/p>\n

We do not sell or rent personal or health information to marketing companies or data brokers.<\/p>\n

<\/h1>\n

8. Overseas access and disclosure<\/h3>\n

Some of our technology, cloud, diagnostic analysis and clinical support providers can store or access information outside Australia.<\/p>\n

Countries in which recipients are currently likely to be located include:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 the United States of America<\/p>\n

\u00b7\u00a0\u00a0 New Zealand.<\/p>\n

Information can be disclosed or made accessible overseas when, for example, we use an international diagnostic platform, cloud service, software provider or suitably qualified clinical support provider.<\/p>\n

Before disclosing personal information overseas, we take reasonable steps required by Australian privacy law to ensure that the recipient handles the information appropriately. Overseas recipients can also be subject to the laws of the country in which they operate.<\/p>\n

Where another overseas country becomes relevant to a particular service, we will provide further information at the time of collection where reasonable and practicable, or update this policy.<\/p>\n

<\/h1>\n

9. Computer-assisted analysis and clinical software<\/h3>\n

Some respiratory and sleep devices and software systems use computer-assisted analysis.<\/p>\n

These systems can use:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 identifying and demographic information<\/p>\n

\u00b7\u00a0\u00a0 symptoms and clinical history<\/p>\n

\u00b7\u00a0\u00a0 physiological signals and recordings<\/p>\n

\u00b7\u00a0\u00a0 respiratory and sleep measurements<\/p>\n

\u00b7\u00a0\u00a0 device information<\/p>\n

\u00b7\u00a0\u00a0 questionnaire responses<\/p>\n

\u00b7\u00a0\u00a0 previous test results.<\/p>\n

The software can calculate measurements, identify or flag possible respiratory or sleep events, generate scores, organise test data and assist in preparing a report.<\/p>\n

These outputs support clinical interpretation and report preparation. They do not replace professional clinical judgement. Where a diagnosis, treatment recommendation or other significant clinical decision is provided, results are reviewed or interpreted by a suitably qualified healthcare professional as appropriate to the service.<\/p>\n

We do not rely solely on a computer-generated result to make a final diagnosis or treatment recommendation.<\/p>\n

<\/h1>\n

10. Website information, cookies and analytics<\/h3>\n

Our websites use cookies and similar technologies.<\/p>\n

A cookie is a small data file stored on your device. Cookies can be used to:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 operate website functions<\/p>\n

\u00b7\u00a0\u00a0 maintain shopping cart or session information<\/p>\n

\u00b7\u00a0\u00a0 remember preferences<\/p>\n

\u00b7\u00a0\u00a0 support website security<\/p>\n

\u00b7\u00a0\u00a0 process online transactions<\/p>\n

\u00b7\u00a0\u00a0 understand how visitors use our websites<\/p>\n

\u00b7\u00a0\u00a0 identify technical problems<\/p>\n

\u00b7\u00a0\u00a0 improve website content and performance.<\/p>\n

We can use website analytics services to collect information about website activity. This information is generally used in aggregated form.<\/p>\n

We do not intentionally provide clinical form content, health test results or medical reports to advertising services.<\/p>\n

Most browsers automatically accept cookies. You can change your browser settings to reject or delete cookies. Some website features might not operate properly if cookies are disabled.<\/p>\n

Our servers and service providers can also record Internet Protocol addresses for security, system administration, fraud prevention and website analysis.<\/p>\n

<\/h1>\n

11. How we hold and protect information<\/h3>\n

We can hold personal information in:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 electronic patient and practice management systems<\/p>\n

\u00b7\u00a0\u00a0 diagnostic and medical software platforms<\/p>\n

\u00b7\u00a0\u00a0 secure cloud systems<\/p>\n

\u00b7\u00a0\u00a0 accounting, ordering and customer management systems<\/p>\n

\u00b7\u00a0\u00a0 email and communication systems<\/p>\n

\u00b7\u00a0\u00a0 paper records and secure physical storage.<\/p>\n

We take reasonable technical, organisational and physical steps to protect information from misuse, interference, loss, unauthorised access, unauthorised modification and unauthorised disclosure.<\/p>\n

Depending on the information and system involved, these measures can include:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 access controls and authentication<\/p>\n

\u00b7\u00a0\u00a0 limiting access according to work responsibilities<\/p>\n

\u00b7\u00a0\u00a0 secure transmission and storage controls<\/p>\n

\u00b7\u00a0\u00a0 system monitoring, backups and recovery processes<\/p>\n

\u00b7\u00a0\u00a0 physical security<\/p>\n

\u00b7\u00a0\u00a0 staff confidentiality obligations<\/p>\n

\u00b7\u00a0\u00a0 privacy and security training<\/p>\n

\u00b7\u00a0\u00a0 review of service providers<\/p>\n

\u00b7\u00a0\u00a0 secure destruction processes.<\/p>\n

No internet, email, storage or transmission system can be guaranteed to be completely secure. We regularly review our safeguards and respond to identified privacy and security risks.<\/p>\n

If a data breach is likely to cause serious harm and is an eligible data breach under Australian law, we will notify affected individuals and the Office of the Australian Information Commissioner as required.<\/p>\n

<\/h1>\n

12. How long we retain information<\/h3>\n

We retain health information for the period required by applicable laws, professional obligations and legitimate clinical needs.<\/p>\n

In Victoria, private health service providers are generally required to retain an adult patient\u2019s health information for at least seven years after the last occasion on which a health service was provided.<\/p>\n

Where health information was collected while a patient was under 18 years of age, it is generally retained until the patient turns 25.<\/p>\n

Different or longer periods can apply under another state or territory law, a funding arrangement, a legal claim, a complaint, an investigation or another legal requirement.<\/p>\n

Financial, transaction, employment and business records are retained for the periods required by applicable law and our legitimate business needs.<\/p>\n

When information is no longer required, we take reasonable steps to securely destroy it or make it anonymous, unless its continued retention is required or permitted by law.<\/p>\n

<\/h1>\n

13. Accessing your information<\/h3>\n

You can ask for access to personal and health information that we hold about you.<\/p>\n

Your request should identify:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 your full name and date of birth<\/p>\n

\u00b7\u00a0\u00a0 the information you are requesting<\/p>\n

\u00b7\u00a0\u00a0 your preferred form of access<\/p>\n

\u00b7\u00a0\u00a0 your contact details.<\/p>\n

We can ask you to verify your identity before providing access.<\/p>\n

An authorised representative can request access on your behalf, but we will require evidence of their identity and authority.<\/p>\n

We aim to respond within 30 days. Some health record access requests can take longer where permitted by law. In Victoria, the maximum period for certain private health record access requests is generally 45 days.<\/p>\n

Access can be provided by allowing you to inspect the information, providing a copy, giving you a summary, explaining the information or transferring it to another healthcare provider.<\/p>\n

We can charge a reasonable fee where permitted by law. Any fee will reflect the cost of locating, reviewing, copying and providing the information and will not exceed applicable legal limits.<\/p>\n

In limited circumstances, we can refuse access. Where we refuse access, we will provide written reasons where required and explain how you can make a complaint.<\/p>\n

<\/h1>\n

14. Correcting your information<\/h3>\n

We take reasonable steps to ensure that personal information is accurate, complete, relevant and up to date.<\/p>\n

You can ask us to correct information that you believe is inaccurate, incomplete, misleading or out of date.<\/p>\n

Clinical records will generally be corrected by adding an amendment or explanatory note rather than deleting the original clinical entry. This protects the integrity and history of the health record.<\/p>\n

If we do not agree to make a requested correction, you can ask us to attach a statement to the record explaining the correction you requested.<\/p>\n

<\/h1>\n

15. Anonymous and pseudonymous dealings<\/h3>\n

You can browse our websites without identifying yourself.<\/p>\n

You can also make some general enquiries anonymously or using a different name.<\/p>\n

We will generally need your correct identity when providing clinical services, conducting diagnostic testing, preparing medical reports, processing Medicare or insurance claims, delivering products, managing equipment rentals or meeting legal and patient safety obligations.<\/p>\n

<\/h1>\n

16. Children, capacity and authorised representatives<\/h3>\n

We provide some services to children and people who require assistance to make or communicate decisions.<\/p>\n

Depending on the person\u2019s age, maturity, capacity and circumstances, information can be collected from or disclosed to:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 the person receiving the service<\/p>\n

\u00b7\u00a0\u00a0 a parent or legal guardian<\/p>\n

\u00b7\u00a0\u00a0 a medical treatment decision maker<\/p>\n

\u00b7\u00a0\u00a0 a carer<\/p>\n

\u00b7\u00a0\u00a0 another person with lawful authority.<\/p>\n

We will take reasonable steps to confirm a representative\u2019s authority and will respect the privacy rights and capacity of the person receiving the service.<\/p>\n

<\/h1>\n

17. Direct marketing<\/h3>\n

We can send information about our services or products where you have consented or where direct marketing is otherwise permitted by law.<\/p>\n

We do not use sensitive health information for direct marketing without express consent.<\/p>\n

Every electronic marketing message will provide a way to unsubscribe. You can also ask us at any time to stop sending marketing communications.<\/p>\n

Appointment reminders, test instructions, safety notices, account communications, order updates and other service messages are not marketing communications.<\/p>\n

<\/h1>\n

18. Privacy complaints<\/h3>\n

You can make a privacy complaint if you believe that we have mishandled your personal or health information.<\/p>\n

Please send your complaint to our Privacy Officer and include:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 your name and contact details<\/p>\n

\u00b7\u00a0\u00a0 a description of your concern<\/p>\n

\u00b7\u00a0\u00a0 any relevant dates, people or documents<\/p>\n

\u00b7\u00a0\u00a0 the outcome you are seeking.<\/p>\n

We will acknowledge your complaint promptly, investigate it fairly and aim to provide a response within 30 days.<\/p>\n

Making a privacy complaint will not adversely affect the care or services you receive from us.<\/p>\n

If you are not satisfied with our response, you can contact:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 the Office of the Australian Information Commissioner<\/p>\n

\u00b7\u00a0\u00a0 the Victorian Health Complaints Commissioner for Victorian health information matters<\/p>\n

\u00b7\u00a0\u00a0 the relevant health or privacy regulator in another state or territory.<\/p>\n

<\/h1>\n

19. Other websites and services<\/h3>\n

Our websites can contain links to websites or services operated by other organisations.<\/p>\n

We are not responsible for the privacy practices or content of those organisations. You should review their privacy policies before providing personal information to them.<\/p>\n

<\/h1>\n

20. Shipping and delivery<\/h3>\n

Application of this section<\/h4>\n

This section applies to products, rental equipment and home sleep-testing equipment supplied through RSS or SleepOnTheGo, whether ordered through one of our websites or directly from us.<\/p>\n

Where we deliver<\/h4>\n

We deliver to addresses throughout Australia.<\/p>\n

We do not currently offer international delivery through our websites. Customers seeking delivery outside Australia should contact us before placing an order.<\/p>\n

If a carrier cannot deliver to the address provided, we will contact the customer to arrange an alternative address or another suitable solution.<\/p>\n

Shipping charges<\/h4>\n

Available delivery methods and applicable charges will be displayed at checkout or advised before payment.<\/p>\n

Free standard shipping is available Australia-wide on purchases over $500, unless otherwise stated on the relevant website or as part of a particular promotion.<\/p>\n

Express delivery, specialist freight and return delivery for rental equipment may incur additional charges.<\/p>\n

Processing and dispatch<\/h4>\n

In-stock orders are generally processed and dispatched within one to two business days after payment has been confirmed.<\/p>\n

Business days are Monday to Friday, excluding Victorian public holidays.<\/p>\n

Orders containing products that are out of stock, on back order or subject to special supply arrangements may take longer. We will contact the customer if a material delay is expected.<\/p>\n

Estimated delivery times<\/h4>\n

After dispatch, estimated delivery times are:<\/p>\n

\u00b7\u00a0\u00a0 metropolitan areas: approximately two to five business days<\/p>\n

\u00b7\u00a0\u00a0 regional and remote areas: approximately five to ten business days.<\/p>\n

These are estimates only. Actual delivery times can be affected by the delivery address, carrier operations, public holidays, weather, emergencies and other circumstances outside our reasonable control.<\/p>\n

Customers should not schedule treatment, travel or another time-sensitive activity solely in reliance on an estimated delivery date.<\/p>\n

Tracking and delivery information<\/h4>\n

Where tracking is available, we will provide tracking details after dispatch.<\/p>\n

Customers are responsible for supplying a complete and accurate delivery address. Please contact us as soon as possible if an address needs to be corrected. We cannot guarantee that an address can be changed after dispatch.<\/p>\n

A signature or other delivery confirmation may be required for certain products or medical equipment.<\/p>\n

Rental equipment and home sleep-test kits<\/h4>\n

Delivery and return arrangements for rental devices and home sleep-test kits may differ from ordinary product orders.<\/p>\n

Any applicable delivery charges, return instructions and return due date will be displayed during the booking process or provided before payment. Customers must follow the supplied packaging and return instructions.<\/p>\n

Please contact us promptly if a rental device or test kit is delayed, damaged, lost or cannot be returned by the stated due date.<\/p>\n

Delays and unavailable products<\/h4>\n

If we cannot supply an order within the stated timeframe or a reasonable time, we will provide an updated estimate and, where appropriate, offer the customer the option of:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 continuing with the order<\/p>\n

\u00b7\u00a0\u00a0 accepting a suitable alternative<\/p>\n

\u00b7\u00a0\u00a0 receiving the available items separately<\/p>\n

\u00b7\u00a0\u00a0 cancelling the affected item or order for a refund.<\/p>\n

We will not substitute a materially different product without the customer\u2019s agreement.<\/p>\n

Missing, damaged or incorrect deliveries<\/h4>\n

Customers should contact us as soon as reasonably possible if an order:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 does not arrive<\/p>\n

\u00b7\u00a0\u00a0 arrives damaged<\/p>\n

\u00b7\u00a0\u00a0 is incomplete<\/p>\n

\u00b7\u00a0\u00a0 contains an incorrect product.<\/p>\n

We may request the order number, photographs or other information reasonably required to investigate.<\/p>\n

Nothing in this section limits a customer\u2019s rights under the Australian Consumer Law.<\/p>\n

<\/h1>\n

21. Cancellations, returns and refunds<\/h3>\n

Australian Consumer Law<\/h4>\n

Our products and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.<\/p>\n

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.<\/p>\n

The change-of-mind conditions below are additional to customers\u2019 statutory rights.<\/p>\n

Cancelling a product order<\/h4>\n

Please contact us as soon as possible if you wish to cancel an order.<\/p>\n

If the order has not been dispatched, we will cancel it and provide a full refund.<\/p>\n

If the order has already been dispatched, it cannot be recalled and will be handled as a change-of-mind return unless the product is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee.<\/p>\n

If we cancel an order because a product is unavailable or cannot be supplied, we will provide a full refund for the affected product and any associated shipping charge.<\/p>\n

Cancelling or rescheduling a service or rental<\/h4>\n

Please contact us as soon as possible if you need to cancel or reschedule a home sleep test, rental or related service.<\/p>\n

Where the service has not commenced and no equipment has been dispatched, we will provide a full refund.<\/p>\n

If equipment has already been dispatched or professional or third-party work has commenced at the customer\u2019s request, we may deduct reasonable, non-recoverable costs already incurred. We will explain any proposed deduction before processing the cancellation.<\/p>\n

If we cancel a service or cannot provide it within the agreed timeframe or a reasonable time, the customer may be entitled to a refund for the portion that has not been supplied.<\/p>\n

Change-of-mind returns<\/h4>\n

Subject to the exclusions below, customers may request a change-of-mind return within 14 days after receiving a product.<\/p>\n

To qualify, the product must:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 be unused and in its original condition<\/p>\n

\u00b7\u00a0\u00a0 have all hygiene seals and protective packaging intact<\/p>\n

\u00b7\u00a0\u00a0 include its original packaging, accessories, manuals and supplied components<\/p>\n

\u00b7\u00a0\u00a0 be accompanied by proof of purchase.<\/p>\n

Customers must contact us for return instructions before sending a product back. Products should be securely packaged, and we recommend using a tracked delivery service.<\/p>\n

The customer is responsible for change-of-mind return delivery costs. Original shipping charges are not refundable unless required by law or agreed by us.<\/p>\n

Approved refunds will be for the returned product\u2019s purchase price.<\/p>\n

Change-of-mind exclusions<\/h4>\n

For health, hygiene and safety reasons, we cannot accept change-of-mind returns for products that have been opened, unsealed or used and cannot safely be resold.<\/p>\n

These may include:<\/strong><\/p>\n

\u00b7\u00a0\u00a0 CPAP masks and mask components<\/p>\n

\u00b7\u00a0\u00a0 cushions, tubing, filters and humidifier tubs<\/p>\n

\u00b7\u00a0\u00a0 diagnostic and home sleep-test consumables<\/p>\n

\u00b7\u00a0\u00a0 products that have been in direct contact with the face, mouth, nose or skin<\/p>\n

\u00b7\u00a0\u00a0 customised or specially ordered products<\/p>\n

\u00b7\u00a0\u00a0 used rental or diagnostic equipment<\/p>\n

\u00b7\u00a0\u00a0 clinical reports or services that have already been supplied.<\/p>\n

These exclusions apply only to change-of-mind returns. They do not affect rights relating to faulty, unsafe, damaged, incorrectly described or otherwise non-compliant products or services.<\/p>\n

Faulty, damaged or incorrect products<\/h4>\n

Please contact us if a product is faulty, unsafe, damaged, substantially different from its description, unsuitable for a purpose made known to us or otherwise fails to meet a consumer guarantee.<\/p>\n

For a major problem, the customer may choose a refund or replacement.<\/p>\n

For a minor problem, we may choose to repair or replace the product, or provide another remedy permitted by law. If the problem cannot be remedied within a reasonable time, further rights may apply.<\/p>\n

A customer does not need the original packaging to exercise a right under the Australian Consumer Law, although proof of purchase may be required.<\/p>\n

Where a returned product is confirmed to have a problem covered by the consumer guarantees, we will reimburse reasonable return costs.<\/p>\n

We will arrange collection where returning the product would involve significant cost because of its size, nature or the fault.<\/p>\n

Problems with services<\/h4>\n

If a service does not meet the consumer guarantees, the available remedy will depend on whether the problem is major or minor.<\/p>\n

For a major failure, the customer may be entitled to cancel the service and receive a refund for the unused portion or compensation for its reduced value.<\/p>\n

For a minor failure, we will take reasonable steps to rectify the problem within a reasonable time. If we do not do so, the customer may have further rights, including cancellation and a refund for the unused portion.<\/p>\n

Lost or damaged rental equipment<\/h4>\n

Customers must take reasonable care of rental and home sleep-testing equipment while it is in their possession.<\/p>\n

Reasonable repair, replacement, late-return or recovery costs may apply where equipment is lost, deliberately damaged, misused or not returned in accordance with the agreed arrangements.<\/p>\n

Any applicable fees must have been disclosed during the booking or rental process.<\/p>\n

Customers are not responsible for fair wear and tear, pre-existing faults or problems covered by the Australian Consumer Law.<\/p>\n

Refund processing<\/h4>\n

Approved refunds will be processed promptly using the original payment method unless the customer and RSS or SleepOnTheGo agree otherwise.<\/p>\n

For purchases made using Zip or another third-party payment provider, the refund will be submitted through that provider. The time taken for the adjustment to appear is controlled by the payment provider or financial institution.<\/p>\n

Customers should continue meeting their payment obligations until the payment provider confirms that the refund has been applied.<\/p>\n

How to request a cancellation, return or refund<\/h4>\n

Please contact us and provide:<\/p>\n

\u00b7\u00a0\u00a0 your name<\/p>\n

\u00b7\u00a0\u00a0 order or booking number<\/p>\n

\u00b7\u00a0\u00a0 proof of purchase<\/p>\n

\u00b7\u00a0\u00a0 the reason for the request<\/p>\n

\u00b7\u00a0\u00a0 photographs or other supporting information where relevant.<\/p>\n

<\/h1>\n

22. Changes to this policy<\/h3>\n

We can update this policy when our services, systems, providers, delivery arrangements or legal obligations change.<\/p>\n

The current version will be published on the Respiratory & Sleep Service and SleepOnTheGo websites and will show the date of the latest update.<\/p>\n

Where a change materially affects how we handle personal or health information, we will take reasonable steps to provide additional notice.<\/p>\n

Any change to our shipping, cancellation, change-of-mind return or refund terms will apply prospectively and will not reduce rights relating to an order placed under an earlier published version.<\/p>\n

23. Contact us<\/h3>\n

Privacy enquiries, access requests, corrections and complaints<\/h4>\n

Questions, access requests, correction requests and privacy complaints can be directed to:<\/p>\n

Privacy Officer<\/strong>
\nRespiratory & Sleep Service
\n4 Wantirna Road, Ringwood VIC 3134
\nEmail: admin@respiratoryservice.com.au
\nTelephone: 03 9955 4000<\/p>\n

Orders, delivery, cancellations, returns and refunds<\/h4>\n

Questions about orders, delivery, cancellations, returns and refunds can be directed to:<\/p>\n

Customer Support<\/strong>
\nRespiratory & Sleep Service and SleepOnTheGo
\n4 Wantirna Road, Ringwood VIC 3134
\nEmail: cpap@respiratoryservice.com
\nTelephone: 03 9955 4000<\/p>\n

A copy of this policy can also be provided in another reasonable format on request.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"Privacy PolicyPRIVACY, SHIPPING, CANCELLATION, RETURNS AND REFUNDS POLICY Respiratory & Sleep Service including SleepOnTheGo August 2026 1. About this policy Respiratory & Sleep Service is operated by Eastern Respiratory Service Pty Ltd, ABN 27 105 357 828. This policy also applies to the SleepOnTheGo service and brand, including our clinics, mobile testing services, home sleep...","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"pagelayer_contact_templates":[],"_pagelayer_content":"","footnotes":""},"class_list":["post-7383","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/mezzaninedesign.com.au\/sotg-dev\/wp-json\/wp\/v2\/pages\/7383","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mezzaninedesign.com.au\/sotg-dev\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/mezzaninedesign.com.au\/sotg-dev\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/mezzaninedesign.com.au\/sotg-dev\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/mezzaninedesign.com.au\/sotg-dev\/wp-json\/wp\/v2\/comments?post=7383"}],"version-history":[{"count":8,"href":"https:\/\/mezzaninedesign.com.au\/sotg-dev\/wp-json\/wp\/v2\/pages\/7383\/revisions"}],"predecessor-version":[{"id":7394,"href":"https:\/\/mezzaninedesign.com.au\/sotg-dev\/wp-json\/wp\/v2\/pages\/7383\/revisions\/7394"}],"wp:attachment":[{"href":"https:\/\/mezzaninedesign.com.au\/sotg-dev\/wp-json\/wp\/v2\/media?parent=7383"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}