Privacy Statement
This privacy statement explains how Franklin Vets collects, stores, uses and shares your personal information.
Last updated: April 2026
Franklin Vets respects your privacy and is committed to protecting your personal information. This statement explains how we collect, use, store, and share personal information, and your rights under the Privacy Act 2020.
What personal information do we collect?
We may collect personal information about you, including:
- Your name, address, phone number and email address
- Payment and billing details
- Information about your animals and their medical history
- Emergency contact details
- Communication records with our team.
How we collect personal information
Most of the time, we collect information directly from you, for example, when you:
- Book an appointment
- Register as a client
- Speak/consult with our team
- Complete forms or consent documents.
Sometimes we collect personal information from other people or organisations, for example:
- Another veterinary clinic or referral hospital
- Diagnostic laboratories
- Pet insurers
- Animal welfare organisations
- Family members, farm managers or handlers acting on your behalf.
When we collect information this way, we do so only where it is relevant to providing veterinary services.
From 1 May 2026, we will take reasonable steps to let you know when we collect your personal information from someone else, unless the law allows an exception. [privacy.org.nz]
Why do we collect and use your information?
We collect and use personal information to:
- Provide veterinary care and related services
- Communicate with you about appointments, treatment and invoices
- Maintain accurate medical and client records
- Meet legal, regulatory, and professional obligations
- Improve our services.
Who we may share information with?
We may share personal information with:
- Other veterinary clinics or specialists involved in your animal’s care
- Diagnostic laboratories
- Pet insurance providers (with your authorisation where required)
- Regulatory or professional bodies where legally required
- Debt collection agencies, if required to recover any debts owed.
We only share information where it is necessary and lawful to do so.
Accessing and correcting your information
You have the right to:
- Ask for access to the personal information we hold about you
- Ask for corrections if you believe it is incorrect.
You can contact us at any time to make these requests.
How do we protect your information?
We take reasonable steps to keep your personal information safe from loss, misuse, or unauthorised access. This includes secure storage systems and limiting access to authorised staff.
We ensure that our third-party data processors can meet our privacy and security requirements. We are satisfied, for example, that ezyVet, our CRM, has adequate security and privacy safeguards in place to protect the information it holds on our behalf.
How long do we keep information?
We retain personal information only for as long as necessary for the purposes it was collected and to meet legal and professional requirements.
Contact us
If you have questions about this privacy statement, want to access or correct your information, or have a privacy concern, please contact: us at any time:
[email protected], or 09 238 1439, or PO Box 459, Pukekohe 2340
We may update this privacy statement from time to time, for example, to reflect changes to the Privacy Act, so feel free to check in again occasionally to see what might have changed. This statement was last updated in April 2026.
You can also complain to the Office of the Privacy Commissioner if you are not satisfied with how we handle your personal information.