• We collect information about you when you shop in our stores or online, use our pharmacy services, contact us, or appear on our CCTV cameras.
• Some of this information is health information (for example, details in your prescription). We take extra care with this type of information.
• We use your information to provide you with medicines and other products, look after your health and safety, run our business, and meet our legal duties.
• We may share your information with service providers (like delivery companies), health professionals, regulators, and others where the law allows.
• We use security safeguards to protect your information
• You have rights to access your information and ask us to correct it if it is wrong.
• You can contact us at any time if you have questions or concerns.

Chemist Warehouse New Zealand is a group of companies that operate retail pharmacy stores. We have physical stores around New Zealand and an online store. In our pharmacies you can:

• bring in prescriptions and collect medicines
• talk to a pharmacist about your health concerns and get recommendations on suitable products
• buy pharmacy-only medicines under the supervision of a pharmacist
• buy a wide range of pharmacy, health, beauty and everyday products

We are committed to looking after your personal information. This includes both general customer information and health information we collect when we fill prescriptions or provide pharmacy services.

Chemist Warehouse New Zealand must follow the Privacy Act 2020 and the Health Information Privacy Code 2020. These laws set out how we can collect, use and share your information, and what rights you have.

If you have questions about this Statement, or how we handle your information, you can contact our Privacy Officer (see Section 18).

This Privacy Statement explains how Chemist Warehouse collects, uses, and shares your personal information. It applies whenever you deal with us, including when you:

• visit one of our retail stores
• shop with us online
• bring in or upload a prescription
• contact us for help or to make a complaint
• are recorded on our CCTV cameras in store
• interact with us through our website, social media, or emails.

This Privacy Statement also applies to other websites and digital services operated by Chemist Warehouse New Zealand, even where those websites use a different website address (URL), unless we state otherwise. It does not apply to third-party websites or services that we link to or that you may access through our website. Those third parties have their own privacy policies or statements, and we recommend that you read them.

Sometimes we may also give you an extra privacy notice for a specific service or activity. Please read this Privacy Statement together with any extra notice, and ask us if you have any questions about how we handle your information.

We’ve included examples to help explain some points, please remember these describe common scenarios but don’t cover every situation.

If you give us personal information about someone else

If you provide us with another person’s personal information (for example, a family member), you must make sure they know:

• that you are sharing their information with us
• about this Privacy Statement (and any other relevant notices)
• that we will collect, use and share their information in line with this Privacy Statement and any other privacy notices we give you.

When you use our stores, website, or services, this Privacy Statement outlines how your personal information is handled. We encourage you to review it, so you understand our practices.

Chemist Warehouse New Zealand must follow the Privacy Act 2020 and the relevant Privacy Codes. These laws set out the rules for how we collect, use, share and protect your information, including requirements about collecting information by lawful means and, where appropriate, directly from you.

This means we must:

• collect information in line with the law
• use and share information only where the law allows
• keep information safe and secure
• make sure information is reasonably accurate and up to date
• give you access to your information and allow corrections
• notify the Privacy Commissioner and affected people if a privacy breach is likely to cause serious harm.

We also have to take extra care with health information (for example, details in your prescription or about your health conditions) under the Health Information Privacy Code 2020.

Your responsibilities:

To help us meet these requirements, we ask you to:

• provide information that is correct and complete
• let us know if your details change

The latest version of this Privacy Statement will always be available on our website.

We may update this Statement if our services change or if the law requires us to. When we make changes, we will post a clear notice on our website with the updated Statement.

We will usually give at least 14 days’ notice before changes take effect. If urgent changes are needed to protect your information or to comply with the law, we may update the Statement first and let you know as soon as possible afterwards.

In this Statement we use some short phrases to keep things clear. Here is what we mean when we use them.

• CCTV footage means still images or video collected by cameras in our stores.
• Children’s information means information about a child (for example, to fill a child’s prescription).
• Chemist Warehouse New Zealand, we, us and our means Pharmacy Investments Group Limited (trading as New Zealand Chemist Warehouse) and all companies that are part of the New Zealand Chemist Warehouse Group, including all registered New Zealand companies from Pharmacy Investments 1 Limited to Pharmacy Investments 100 Limited (each a Chemist Warehouse store)
• Cookies and device data mean information collected automatically when you use our website, such as your IP address, device type, browser, pages visited, and how you interact with the site.
• Health information means information about your health, medical history, disabilities, prescriptions, health services, allergies, test results or other health details you give us.
• Pharmacy Services - means in store and online services to support you, your health and safe and effective use of medicines such as immunisation services and supply of certain medicines without a prescription.
• Prescription information means details in your prescription, repeat prescription history, NHI number, and information about your prescriber.
• You and your mean anyone who visits our stores, shops online with us, uses our services, or otherwise shares information with us.
• "Related Companies" means:
  1. CW Retail Services (NZ) PTY Limited;
  2. CW Retail Holdings Pty Limited;
  3. any company where either company listed at A. or B. above owns 20% or more of the voting rights or shares, directly or indirectly;
  4. any company they control (as defined by the Companies Act 1993); and
  5. any company that counts as a "related company" under section 2(3) of the Companies Act 1993.

We collect information about you when you interact with us. This can include when you:

• visit one of our retail stores
• bring in a prescription or request pharmacy-only medicines
• talk to a pharmacist or staff member for advice or product recommendations
• book or attend a health service, such as a vaccination
• shop with us online or over the phone
• create or update an account with us
• enter a competition, promotion or opt in to receive marketing from us
• contact us for help, feedback, complaints or online chats
• appear on our CCTV cameras in store
• use our website, emails, social media pages or interact with our advertising, where cookies, tags, pixels and other tools may collect information automatically.

We may also collect information about you indirectly, including from:

• delivery companies, payment providers, IT, analytics and marketing service providers
• your prescriber, doctor, hospital, or other healthcare professional (where needed for safe dispensing)
• New Zealand electronic Prescription Service, an electronic prescribing platform that contains details of electronic prescriptions, prescribed medicines, dosage instructions, prescriber details, and patient identifiers (such as NHI numbers)
• Aotearoa Immunisation Register (AIR), a national immunisation system that holds vaccination records, immunisation history, vaccine type, dates, provider details
• TestSafe, that sets out laboratory test results, diagnostic reports , clinical documentation, referral information
• Conporto, that holds regional/shared health records, clinical summaries, care information
• Health NZ ProClaim, that holds information on claim and funding details, your eligibility and service records
• Various pharmacy management systems that include prescription and dispensing records, medication history, allergies, clinical notes, prescriber details, contact details, service records, funding eligibility , and SMS notification history
• publicly available sources, such as public social media posts
• a parent or guardian in relation to a child
• a family member, carer, support person or other person acting on your behalf, including where they collect a prescription, purchase medicines, or seek advice for you because you are unwell or unable to do so yourself
• an attorney, executor or other authorised representative
• referral sources, or third parties where needed to confirm your eligibility for funded services, subsidies or other support
• information we generate about you, such as your purchase history, repeat prescriptions or marketing preferences

The type of information we collect depends on how you interact with us. It may include:

General details

• your name, date of birth, gender
• weight (where required for dosing of certain medication)
• your phone number and email address.

Transactional information

• your delivery and billing address
• account details such as your username and encrypted hashed password
• records of your orders and other purchases
• your payment method and payment detail identifiers such as PSP, card issuer, and card BIN
• payment currency, delivery method and shipping type
• order identifier and references
• the category, type and quantity of products or services purchased.

Health and prescription information

• details from your prescriptions
• your NHI (National Health Index) number
• information about your medical conditions, medicines you take, allergies, and health funding eligibility (for example, your Community Services Card number)
• details about repeat prescriptions and your dispensing history
• information you give our pharmacists or staff members when asking for advice or pharmacy-only medicines
• the name and contact details of your prescriber or healthcare professional
• records of vaccines or other health services provided (for example, the type of service, date, and provider)
• notes recorded by pharmacists or pharmacy staff as part of providing safe and lawful care.

Shopping and service use

• the products and services you buy from us
• whether you prefer generic medicines or brand name medicines.

Digital information

• your IP address, device type, browser and operating system
• the pages you visit on our website, links you click, search terms you use and forms you complete
• information collected through cookies, tags, pixels and similar tools.

CCTV footage

• images and video recorded by cameras in our stores, for safety and security purposes.

Children’s information

• information provided by a parent or guardian for the purpose of dispensing a child’s prescription or providing pharmacy services
• information provided directly by a child when they access pharmacy services themselves, including services where the child does not involve a parent or guardian.

Information from others

• information we receive from delivery companies, payment providers, IT and marketing service providers
• information from your healthcare professionals (where needed for safe dispensing)
• information from publicly available sources such as social media.

Information we generate

• records of your purchase history
• profiles or segments we create based on your transactions or preferences
• reminder settings (for example, repeat prescriptions or health services).

We use the information we collect about you to:

Provide you with goods and services

• process your orders and payments
• deliver your products and provide tracking information
• provide pharmacy services such as filling prescriptions or supplying pharmacy-only medicines
• record and provide vaccination or other health services
• use emergency contact details if needed to support your care
• record consent where we need your agreement to provide a service or treatment
• contact you if there are safety or quality issues with a product you have received (for example, a recall)
• verify your identity when you collect an order, request access to your information, or use certain services.

Look after your health and safety

• check that medicines are safe and suitable for you
• keep required health and dispensing records
• contact your prescriber or other health professional where needed for safe care
• record staff notes as part of providing safe and lawful care
• collect and use prescriptions (including paper prescriptions and electronic prescriptions) to make sure the medicine is suitable for you.

Run our business

• manage and improve our stores, website, services and security systems
• respond to your questions, feedback or complaints
• keep our records accurate and up to date
• carry out training and quality control for our staff.

Support reminders and preferences

• send you reminders about repeat prescriptions or health services
• contact you using your preferred communication method, such as email, text or phone.

Send marketing and promotions

• send you information about our products and services, but only if you have agreed to receive it
• use anonymous or combined data to understand customer trends and improve our services.
• carry out online targeted advertising on our own website, on third party websites, and through social media platforms.

Protect security and prevent fraud

• use CCTV to help keep our staff, customers and property safe
• protect against fraud, theft or misuse of our services
• prevent, detect and investigate suspicious, threatening or unlawful activity that may cause harm to you, us, our Related Companies or others

Meet our legal and regulatory obligations

• share information with law enforcement, regulators or government agencies when required or allowed by law
• comply with requirements to maintain records of medicines and other health services.

We only share your information where it is needed for the reasons set out in this Statement, or where the law allows or requires it.

We may share your information with:

Service providers

• delivery companies, to deliver your orders
• payment processors, banks, card issuers, mobile wallets, buy now pay later providers and other financial service providers who help us process transactions
• IT, cloud hosting and security providers
• marketing and analytics providers who help us understand customer trends
• mailing houses, call centres or communications providers who send messages on our behalf.

Health professionals and regulators

• your prescriber, doctor or other health professional, where needed for safe dispensing or follow up care
• government health agencies such as Manatū Hauora | Ministry of Health or Te Whatu Ora, where we are required to provide dispensing or vaccination records
• the Office of the Privacy Commissioner, Medsafe or other regulators where the law requires it.

Our Related Companies

• members of Chemist Warehouse New Zealand, and any of its Related Companies and affiliates, where they help us run our business.

Business changes

We may share information in connection with changes to our business, provided the recipient has agreed to appropriate confidentiality undertakings. This includes sharing information with:

• another business, adviser or purchaser if Chemist Warehouse New Zealand is involved in a merger, acquisition or sale of assets
• investors or prospective investors (and their advisers) if they are considering investing in part or all of our business
• where a new store is opened, added to the group or sold to a new owner, so that store can operate as part of Chemist Warehouse.

Professional advisers

• our lawyers, auditors or accountants where needed to carry out their professional services.

Authorised third parties

• anyone you have authorised to act for you, such as a parent, an executor or a person with power of attorney.

Legal and safety purposes

• the Police, courts or other enforcement bodies where the law requires or allows it
• third parties to help prevent or investigate fraud, theft or other unlawful activity.

Other disclosures with your consent

• emergency contacts you have nominated, if needed to support your care
• anyone else you have asked or agreed that we may share your information with.

We take steps to keep your personal and health information safe. This includes:

• using physical security such as locked premises and restricted access to paper records
• using electronic security such as password protection and secure systems
• limiting access to personal and health information to staff who need it to do their job
• training our staff on privacy and confidentiality
• requiring our service providers to protect your information when they handle it on our behalf.

Health information, such as prescription and vaccination records, is given extra care in line with the Health Information Privacy Code 2020.

CCTV footage is kept secure and is only accessed for safety, security and investigation purposes.

While we take reasonable steps to protect your information, no system is completely secure. We cannot guarantee the security of information sent to us online.

We keep personal information only for as long as it is needed for lawful purposes, including to provide services and meet legal or regulatory requirements. When information is no longer required, we take reasonable steps to delete or de identify it.

We take reasonable steps to make sure the information we hold about you is correct.

To help us do this, we ask you to:

• give us information that is true, accurate and complete
• let us know as soon as your details change (for example, your address, phone number or health information that affects your prescriptions).

You can update some of your details directly through your online account, or you can contact us to ask for changes to be made.

You have the right to:

• ask for a copy of the personal and health information we hold about you
• ask us to correct that information if you think it is wrong, incomplete or misleading.

To protect your privacy, we may need to check your identity before giving you access or making changes.

If you have an online account with us, you can log in with your username and password to see or update your details.

If we agree your information is wrong, we will correct it. If we do not agree, you can ask us to add a note to your record with your views.

We aim to respond to requests within a reasonable time. In some cases, there may be limits under the Privacy Act 2020 on what information we can provide.

Where it is practical, you can interact with us without giving your name. For example, you may be able to ask general questions in store or online without identifying yourself.

However, in most cases we need your details to provide our services. For example, we cannot:

• fill a prescription without confirming who you are
• deliver products without a name and address
• provide health services such as vaccinations without your personal information.

You may choose to use a pseudonym (for example, when signing up for marketing emails), but this may limit the services we can provide to you.

When you use our website or emails, we may use cookies and similar technologies to collect information such as:

• your device details (for example, IP address, browser type and operating system)
• how you use our site (pages visited, products viewed, searches made, clicks and time spent)
• how you arrived at and left our site
• whether our marketing emails have been opened.

What are cookies?

Cookies are small files placed in your browser when you visit a website. They help the site work properly, remember your preferences, and improve your experience.

How we use cookies

We use cookies and similar tools to:

• make our website work efficiently
• keep the site secure and help prevent fraud
• analyse traffic so we can improve our services
• remember you when you come back
• show you content and advertising that may be more relevant to you.

Third Party Cookies

Some cookies may come from third party service providers that help us with things like analytics, advertising, payments or email marketing. These providers have their own privacy or cookie policies, which explain how they handle information collected through their cookies. A list of the main third party providers we use for cookies is available from us on request.

Managing cookies

You can control cookies through your browser settings, for example, to block new cookies, receive alerts when a cookie is set, or delete existing cookies. If you disable some types of cookies, parts of our site may not work as well.

For more information about managing cookies, you can visit www.aboutcookies.org

Some of our service providers may store or process information outside New Zealand.

When we transfer information overseas, we take reasonable steps to make sure it is protected. This may include requiring our service providers to meet privacy and security standards that are at least as strong as those required in New Zealand.

By using our services, you understand that your information may be transferred and stored outside New Zealand in this way.

We take all privacy concerns seriously. If you are concerned about how we handle your information, please contact us first so we can try to resolve the issue.

When you make a complaint, please include enough detail for us to understand what has happened. We will:

• acknowledge your complaint
• investigate it
• let you know the outcome.

If you are not satisfied with our response, you can take your complaint to the Office of the Privacy Commissioner.

Website: www.privacy.org.nz

Phone: 0800 803 909

If you have any questions about this Privacy Statement, or about how we handle your information, you can contact us at:

New Zealand Chemist Warehouse Privacy Officer: [email protected] or write to us at Pharmacy Investment Group, 318 Richmond Road, Grey Lynn, Auckland 1021.

You can also contact us through the form on our website.

If you have any security concerns or questions, please email us at [email protected].

If we cannot resolve your concern, you can take your complaint to the Office of the Privacy Commissioner.