Privacy Policy
DentiCare Payment Solutions
Last updated: 29/09/2026
1. About this policy
DentiCare Payment Solutions (ABN 99 107 018 182) (we, us, our) provides direct debit payment plans that let customers pay for goods and services in instalments. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This policy explains how we collect, hold, use and disclose personal information, and how you can access or correct it or make a complaint. It applies to our customers, applicants, merchants' representatives and anyone else who deals with us.
2. Kinds of personal information we collect and hold
We collect only what we reasonably need to set up and manage your payment plan. Depending on how you deal with us, this may include:
• Identity and contact details: name, date of birth, residential and postal address, email address and phone number.
• Identity verification details: information from identity documents you provide, and the results of any verification check [delete if not applicable].
• Payment details: bank account name, BSB and account number, or debit or credit card details, and the direct debit authority you give us.
• Payment plan details: the goods or services purchased, the merchant, amounts, instalment schedule, payment history, failed or dishonoured payments and arrears.
• Communications: records of your calls, emails, chats and complaints.
• Technical information: IP address, device and browser details, and how you use our website or app, collected through cookies and similar technologies.
• Other information you choose to give us, such as information about your personal circumstances when you ask to change your payment arrangement.
We may collect limited treatment information, such as the type of treatment your plan covers, from you or from your practice, including through our Practice/Merchant Portal. We only collect sensitive information with your consent or where the law allows.
You may deal with us anonymously or using a pseudonym for general enquiries. We cannot provide a payment plan without identifying you.
3. How we collect personal information
We collect personal information directly from you where reasonable and practicable, for example when you apply for a payment plan, sign a direct debit request, use our website or app, or contact us.
We may also collect it from third parties, including:
• the merchant you are buying from;
• identity verification and fraud prevention service providers;
• banks and payment processors, for example when a payment is dishonoured;
• debt collection agencies and your authorised representatives.
If we receive personal information we did not ask for, we will destroy or de-identify it if lawful and reasonable to do so, unless we could have collected it ourselves.
4. Why we collect, hold, use and disclose personal information
We use personal information to:
• assess your application and verify your identity;
• set up, administer and collect payments under your payment plan and direct debit authority;
• pay merchants and reconcile transactions;
• manage missed or dishonoured payments and collections;
• communicate with you about your account and respond to enquiries and complaints;
• detect and prevent fraud and protect the security of our systems;
• improve our products, website and services;
• comply with our legal obligations, including anti-money laundering, tax and record-keeping laws;
• send you marketing about our products, where permitted by law. You can opt out at any time using the unsubscribe link or by contacting us.
We will only use or disclose your information for another purpose if you consent, if you would reasonably expect it and it is related to the purpose above, or if the law requires or permits it.
Automated decisions: we may use computer programs to assess and approve or decline applications, conduct affordability assessments and set payment limits. These programs use identity verification results, your payment history with us, and the details of your application. If you would like a person to review a decision, contact us using the details below.
5. Who we disclose personal information to
We may disclose personal information to:
• the merchant you purchased from (i.e. orthodontic or dental practice), to confirm your plan and payment status;
• our bank, payment processors and the direct debit (BECS) system, to process payments;
• identity verification and fraud prevention providers;
• service providers who help us run our business, such as IT, cloud hosting, customer support, mailing and professional advisers;
• debt collection agencies, where payments are overdue;
• your authorised representatives, such as a family member or other person you nominate;
• government agencies, regulators, courts and external dispute resolution schemes, where required or authorised by law.
We require our service providers to handle personal information in line with the Privacy Act.
Overseas disclosure: [Choose one] We do not disclose personal information to recipients outside Australia. / Some of our service providers are located in, or store data in, [list countries, e.g. the United States, New Zealand, the Philippines]. We take reasonable steps to ensure they handle your information consistently with the APPs.
6. How we hold and protect personal information
We hold personal information electronically in secure systems, including cloud-based systems, and occasionally in paper form.
We take reasonable steps to protect it from misuse, interference, loss and unauthorised access, modification or disclosure. These include access controls, encryption of payment details, staff confidentiality obligations and secure storage. [If you store card details: we handle card data in line with the Payment Card Industry Data Security Standard (PCI DSS).]
When we no longer need personal information for any lawful purpose, including record-keeping obligations, we take reasonable steps to destroy or de-identify it.
If a data breach is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by law.
7. Accessing and correcting your personal information
You can ask to access the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Contact us using the details in section 9.
We will verify your identity and respond within a reasonable time, usually 30 days. We do not charge for a request or for making a correction. We may charge a reasonable fee to cover the cost of giving you access, and will tell you in advance.
If we refuse access or correction, we will tell you why in writing, unless that would be unreasonable, and how to complain. If we do not correct information, you can ask us to attach a statement to it noting that you believe it is incorrect.
8. Making a privacy complaint
If you think we have breached the APPs, please contact us first using the details in section 9 and describe your concern.
We will acknowledge your complaint within [X] business days, investigate it, and give you a written response within [30] days. If we need more time, we will tell you why and when to expect a response.
If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.
9. Contact us and changes to this policy
For privacy questions, requests or complaints, contact our Privacy Officer:
• Email: compliance@denticare.com.au
• Phone: 1300 186 404
• Post: Privacy Officer, DentiCare Payment Solutions, PO Box 3156, Southport QLD 4215, Australia
We may update this policy from time to time. The current version is always available free of charge at [website URL/privacy], and we will give you a copy in another form on request.