Privacy Policy

Gaia Medical Privacy Policy

Last updated: 26/10/2026

About this policy

Gaia Medical Pty Ltd (ABN 82659903554) and Gaia Medical Distribution Ltd (NZBN 9429050667109), trading as Gaia Medical (“Gaia Medical”, “we”, “us” or “our”), is committed to protecting your privacy. This policy explains how we collect, use, disclose and protect personal information in Australia and New Zealand.

In Australia, we comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. In New Zealand, we comply with the Privacy Act 2020 (NZ) and its Information Privacy Principles. Where the two laws differ, this policy explains what applies in each country.

It applies to personal information we collect from customers, healthcare professionals, suppliers, website visitors and anyone else who deals with us.

What personal information we collect

The information we collect depends on how you deal with us. It may include:

  • your name, job title, employer and professional details (such as your role or facility)
  • contact details, including email address, phone number and postal or delivery address
  • details of enquiries, orders, deliveries and correspondence with us
  • billing and account information for business customers
  • your marketing preferences
  • information about how you use our website, such as your IP address, browser type and pages visited (collected through cookies and similar technologies)

Health information. We do not usually collect health information. However, if you report a product complaint or adverse event, the report may include health information about a patient. We collect this only with consent or where required or authorised by law, such as our reporting obligations to the Therapeutic Goods Administration (TGA) in Australia and Medsafe in New Zealand. In New Zealand, we handle health information in line with the Health Information Privacy Code 2020. Where possible, we ask that patient details are de-identified.

You can deal with us anonymously or using a pseudonym where it is practical, such as for general enquiries. We may not be able to process orders or respond fully without your details.

How we collect it

We collect personal information directly from you where possible, for example when you:

  • submit a form on our website, including our contact form
  • place an order or open a customer account
  • contact us by phone, email or in person
  • attend an event, training session or meeting with our team
  • subscribe to our updates

We may also collect information from third parties, such as your employer or purchasing organisation, distributors, or publicly available sources. In New Zealand, when we collect your information from someone else, we will take reasonable steps to let you know, unless an exception applies. If we receive personal information we did not ask for, we will destroy or de-identify it if it is lawful and reasonable to do so.

Why we collect, use and disclose it

We use personal information to:

  • respond to your enquiries and requests
  • supply our products, process orders and manage deliveries
  • manage customer accounts, invoicing and payments
  • provide product information, education and support
  • handle product complaints, adverse event reports and recalls, and meet our regulatory obligations
  • send you marketing communications, where you have agreed to receive them
  • improve our website, products and services
  • comply with our legal obligations

We will only use or disclose your information for another purpose if you consent, if you would reasonably expect it, or if it is required or authorised by law.

Direct marketing

We will only send you marketing communications, such as product updates and news, where you have agreed to receive them or where the law otherwise permits. This includes the Spam Act 2003 (Cth) in Australia and the Unsolicited Electronic Messages Act 2007 (NZ) in New Zealand. Every marketing email we send identifies Gaia Medical and includes a way to unsubscribe.

You can opt out at any time by using the unsubscribe link or by contacting us using the details below. We will action your request within 5 business days.

Who we share it with

We do not sell your personal information. We may share it with:

  • service providers who help us run our business, such as IT, website, CRM, email, accounting, logistics and payment providers
  • the manufacturers of the products we distribute, where needed for product support, complaints, adverse event reporting or recalls
  • regulators and government bodies, such as the TGA in Australia and Medsafe in New Zealand, where required or authorised by law
  • our professional advisers, such as accountants, auditors and lawyers

We require these parties to handle your information appropriately and only for the purpose we provided it.

Overseas disclosure. We may share personal information between Australia and New Zealand. Some of our service providers may also store or process personal information outside Australia and New Zealand:

  • Our customer relationship management and email platform hosts our data in Australia, but some processing activities, affiliates and subprocessors may be located overseas, including in the United States.
  • Our accounting platform, which holds customer billing information, may store or process data in other countries, including New Zealand and the United States.
  • Product manufacturers we share information with for product support, complaints, adverse event reporting or recalls may be located in Sweden and the Netherlands.
  • Our website analytics tool, which helps us understand how visitors use our website, may process information in the United States and other countries.

We take reasonable steps to make sure overseas recipients handle your information in line with the Australian Privacy Principles and, for New Zealand, with comparable safeguards to the Privacy Act 2020 (NZ).

Storage and security

We store personal information in secure electronic systems and, in some cases, hard-copy records. We take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, change or disclosure. These steps include access controls, password protection and secure storage.

When we no longer need personal information, and are not required by law to keep it, we take reasonable steps to destroy or de-identify it.

If a data breach is likely to cause serious harm, we will notify affected individuals and the relevant regulator. In Australia, that is the Office of the Australian Information Commissioner (OAIC) under the Notifiable Data Breaches scheme. In New Zealand, it is the Office of the Privacy Commissioner under the Privacy Act 2020 (NZ).

Access, correction and complaints

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 or incomplete. Contact us using the details below. We will respond within 30 days in Australia, and within 20 working days in New Zealand. If we refuse your request, we will tell you why in writing.

If you have a complaint about how we have handled your personal information, please contact our Privacy Officer. We will acknowledge your complaint and aim to resolve it within 30 days.

If you are not satisfied with our response, you can contact the privacy regulator. In Australia, contact the Office of the Australian Information Commissioner:

In New Zealand, you can contact the Office of the Privacy Commissioner:

Our website and cookies

When you visit our website, we automatically collect some technical information, such as your IP address, browser type, device, operating system, the pages you view and how you arrived at our site. We use this to run the website, understand how it is used and improve it.

We use cookies to do this. Cookies are small text files stored on your device when you visit a website. We use them to:

  • make our website work properly and securely
  • remember your preferences and recognise you when you return
  • understand how visitors use our website, using analytics tools
  • understand which pages and content our customers are interested in, so we can tailor our communications and follow-up

Linking website activity to you. We may use our customer relationship management (CRM) platform to understand how visitors use our website and interact with our emails. If you submit a form or click a link in one of our emails, our CRM system may connect your visits to our website with your contact record. We may use this information to understand your interests, improve our communications and follow up on your enquiries. We treat it as personal information under this policy.

Some cookies are set by third parties, such as HubSpot and Google Analytics. These providers may collect information about your use of our website under their own privacy policies.

You can delete cookies or set your browser to block or alert you to them. Most browsers accept cookies by default. If you block cookies, some parts of our website may not work as intended.

Links to other websites. Our website may link to sites run by others, such as product manufacturers. We are not responsible for their privacy practices, so please read their privacy policies.

Contact us

For privacy questions, requests or complaints, contact our Privacy Officer:

  • Email: customer.service@gaiamedical.com.au
  • Phone (Australia): +61 2 5133 7000
  • Phone (New Zealand): +64 9 200 2100
  • Post: Privacy Officer, Gaia Medical, PO Box 1128, Epping, NSW 2121

Changes to this policy

We may update this policy from time to time. The current version will always be available on our website, with the date it was last updated.