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Arrow Health - Detox & Rehabilitation Programs Melbourne

Privacy Policy

Last Updated: 03/07/2026

Arrow Health (“Arrow Health”, “we”, “us”, “our”) is committed to protecting the privacy and confidentiality of everyone who interacts with our website, including individuals seeking information or support, families and loved ones, professional referrers, staff, Board members, students, volunteers and other stakeholders. This policy explains what personal information we collect through arrowhealth.com.au, how we use and disclose it, and the choices available to you.

This policy should be read alongside Arrow Health’s organisational Privacy and Confidentiality Policy, which governs the collection, use and disclosure of personal information across all of our services, and applies in addition to it for information collected specifically through this website.

1. Our Commitment and Legal Framework

Arrow Health adheres to the Privacy Act 1988 (Cth) and the Australian Privacy Principles, which govern the collection, protection and disclosure of personal information provided to Arrow Health by clients, Board members, staff, volunteers, students, stakeholders and website visitors. Where personal information relates to health records, it is also handled in accordance with the Health Records Act 2001 (Vic).

We recognise the sensitivity of the information shared with us. Given the nature of our work supporting individuals and families affected by addiction, we are committed to being consistent, cautious and thorough in the way personal information is recorded, stored, used and disclosed.

2. Information We Collect Through This Website

We collect information in the following ways when you visit or interact with arrowhealth.com.au:

2.1 Information you provide directly

  • Contact details submitted through enquiry forms, callback requests, admission enquiries or the professional referral pathway (such as name, phone number, email address and postal address)
  • Information you choose to share about yourself or a loved one when making an enquiry, including details relevant to seeking support or treatment
  • Information submitted when subscribing to our newsletter, registering for an information session or Open Day, or downloading a resource such as the Clinical Referral Pack
  • Information provided when leaving a testimonial, review or comment, or participating in a survey (such as our research on attitudes to addiction in Australian families)
  • Correspondence you send us directly, including emails and messages through social media channels

2.2 Information collected automatically

  • Technical and usage data such as IP address, browser type, device type, operating system, referring website, pages viewed, and time and duration of your visit
  • Interaction data collected through cookies and similar tracking technologies, described in section 3 below

2.3 Bot protection and security screening
Arrow Health uses Cloudflare Turnstile on parts of this website to help distinguish genuine human visitors from automated bots, particularly on enquiry and contact forms. Turnstile assesses signals about your browser and device to verify you are not a bot, without requiring you to solve a traditional CAPTCHA. This processing is carried out by Cloudflare on our behalf.

Further detail on how Turnstile processes data is available in Cloudflare’s Turnstile Privacy Policy

3. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to operate effectively, understand how visitors use our site, and support our marketing activities. These may include:

  • Essential cookies required for core website functionality and security, including Cloudflare Turnstile
  • Analytics cookies (such as Google Analytics) used to understand website traffic, content performance and user journeys
  • Advertising and remarketing cookies (such as Meta/Facebook Pixel and LinkedIn Insight Tag) used to measure the performance of our campaigns and to show relevant content to people who have previously visited our website
  • Embedded content cookies from third-party platforms such as YouTube, used where we embed podcast episodes or video content

You can control or disable cookies through your browser settings. Restricting cookies may affect the functionality of parts of this website, including form submission.

3.1 Third-party tools and their privacy policies
The tools listed below process data on our behalf when you use this website. Google Tag Manager is used to deploy these tools and does not itself collect personal information. For further detail on how each provider handles your data, see:

YouTube embedded content is covered under the Google Privacy Policy linked above.

4. How We Use Your Information

Personal information collected through this website is used only for purposes directly related to the functions and activities of Arrow Health, including to:

  • Respond to enquiries and provide information about our programs and services.
  • Process admissions and referral pathways, including liaising with professional referrers where you have authorised this
  • Send newsletters, program updates and other communications you have subscribed to or requested
  • Improve our website, content and services based on aggregated usage insights
  • Measure and improve the performance of our marketing activities
  • Meet our legal, clinical governance and reporting obligations

5. Disclosure of Personal Information

Personal information may be disclosed to government agencies, other organisations or individuals only where:

  • You have consented to the disclosure
  • It is required or authorised by law
  • It is necessary to prevent or lessen a serious and imminent threat to someone’s life or health

Where we engage third-party service providers to support this website (for example, hosting providers, form and email platforms, analytics and advertising platforms, and Cloudflare for bot protection), those providers only receive the information necessary to perform their function and are required to handle it in accordance with applicable privacy law.

6. Data Retention

We hold personal information only for as long as necessary to fulfil the purpose for which it was collected, and in accordance with the Health Records Act 2001 (Vic) where the information relates to health records.

7. Data Security

We have measures in place to protect personal information against loss, unauthorised access, use, modification or disclosure, and against other misuse. We collect personal information by lawful and reasonable means and, where appropriate, with your knowledge and consent.

8. Accuracy of Information

Personal information should be relevant to the purpose for which it is used and, to the extent necessary for that purpose, should be accurate, complete and up to date. If any information we hold about you needs to be corrected, please contact us using the details in section 11.

9. Your Rights and Access to Your Information

You may request access to the personal information we hold about you, and request correction of that information, by contacting us directly. We will respond to your request within a reasonable timeframe and in accordance with our obligations under the Privacy Act 1988 (Cth).

10. Third-Party Links and Embedded Content

This website may contain links to third-party websites, and may embed content from platforms such as YouTube or podcast hosting services. Arrow Health is not responsible for the privacy practices of these third parties. We encourage you to review the privacy policies of any external site you visit.

11. Contact Us

If you have questions about this policy, wish to access or correct your personal information, or want to make a complaint about how your information has been handled, please contact Arrow Health directly through the contact details published on arrowhealth.com.au. We will provide access to our policies and procedures for managing personal information promptly on request.

12. Changes to This Policy

We may update this policy from time to time to reflect changes in our practices, technology or legal obligations. The effective date at the top of this page indicates when it was last revised. We encourage you to review this policy periodically.