We care about your privacy. Just as you rely on us for your eye care and hearing needs, you can rely on us to protect your personal information. This policy is intended to help you understand what information we collect about you, why we collect it, rights you may have and how to exercise those rights.
Personal and sensitive information including your name, contact details, lifestyle preferences, health and medical data, payment information, and any additional details necessary for providing our products and services.
We may share your personal information with entities outside Australia and New Zealand. We take reasonable measures to ensure these overseas recipients comply with privacy obligations concerning your information.
So that we can understand your needs better and provide you with the most appropriate eye care, hearing care, eye wear and audiology products and services
Third parties, including suppliers and service providers, may support us in processing your requests, managing our website and mobile apps, and providing products and services to you.
Directly from you through various interactions such as store visits, online bookings, screenings, registration and use of our website, and enquiries, as well as from third parties such as other health providers, credit reporting agencies, health funds and other health service providers.
If you have any questions about this Privacy Policy, any concerns or a complaint relating to your personal information, wish to access or correct your personal information, you can contact us at privacy@eyeq.com.au.
When you share your personal information during your visits to our stores, interactions on our website, at a screening, or through any of our products or services, you agree that such information will be handled as described in this policy.
To learn more, review the policy below.
Luxottica and its related bodies corporate knows that you care how information about you is used and recognises the importance of protecting the privacy and the rights of individuals in relation to their personal information. This Privacy Policy explains how we collect and manage your personal information. In this Privacy Policy, “Luxottica”, “we”, “our”, “us” refers to Luxottica Retail Australia Pty Limited (ACN 000 025 758) and Luxottica Retail New Zealand Limited (NZCN 636829), their related bodies corporate, and the ultimate holding company EssilorLuxottica, including related entities and stores that trade under the brands “OPSM”, “Ray-Ban”, “Sunglass Hut”, “Laubman & Pank”, “EyeQ”, “Costa Del Mar” and “Oakley”.
The term ‘personal information’ has the meaning given to it in the applicable privacy laws, for Australia Privacy Act 1988 (Cth) and for New Zealand Privacy Act 2020. In general terms, personal information is any information that can be used to personally identify you. This may include your name, address, telephone number, email address, profession or occupation. If any of the information we collect from you identifies you, or is reasonably capable of identifying you, then it will be considered personal information.
We may collect the following types of personal information:
We understand that some of the personal information we gather is sensitive information, such as details about your health, including medical history, prescriptions, eye scans, audiogram results and health conditions. Collection of this information is necessary for the provision of health services.
Rest assured, your sensitive information will be used and disclosed when necessary for the purpose it was collected or for a closely related secondary purpose, unless you give us permission for other uses or required by law.
We are required to collect some information, such as your name, address and date of birth as part of our legal and regulatory obligations, including under the Health Practitioner Regulation National Law as enacted in each state and territory of Australia and for New Zeeland, the Health Practitioners Competence Assurance Act 2003 and the Hearing Services Rules of Conduct 2012. If you refuse to provide us with information required to comply with our legal and ethical obligations, then we may not be able to provide health services to you.
We collect your personal information directly from you unless it is unreasonable or impracticable to do so. When collecting personal information from you, we may collect it in different ways including:
We may also collect personal information from third parties including:
When you use our website or our mobile apps, we may use aggregated, anonymous analytic tracking via a third party to gather information about the way the website or app is used.
COOKIE NOTICE
In some cases we may also collect your personal information through the use of cookies. When you access our website by typing the address in your browser or by clicking on our advertisement on a third party website, we or a third party on our behalf may send a “cookie” (which is a small summary file containing a unique ID number) to your computer. This enables us to recognise your computer and greet you each time you visit our website without bothering you with a request to register or to log in. It also enables us to keep track of products or services you view so that, if you consent, we can send you news about those products or services. We also use cookies to measure traffic patterns, to determine which areas of our website have been visited and to measure transaction patterns in the aggregate. We use this to research our users’ habits so that we can improve our online products and services. If you do not wish to receive cookies, you can set your browser so that your computer does not accept them.
We may log IP addresses (that is, the electronic addresses of computers connected to the internet) to analyse trends, administer the website, track users’ movements, and gather broad demographic information.
We also work with other companies who use tracking technologies, including web beacons, to serve ads on our behalf across the internet. These companies may collect non-personally identifiable information about your visit to our website about your interaction with our mobile app or communications, including advertising and e-mails. If you object to web beacons, we recommend that you follow the instructions for deleting existing cookies and disabling future cookies.
Whether or not you provide personal information to us is entirely up to you. If you do not provide us with the personal information described above, then depending on the context, some or all of the following may happen:
Whenever possible, we offer you the choice to remain anonymous or use a pseudonym. However, there may be instances where this isn’t possible, particularly when it’s impractical or legally necessary to confirm your identity, such as when providing health services.
We collect personal information about you so that we can understand your needs better, provide you with the most appropriate eye care and audiology services, along with a range of eye wear products and hearing devices, improve our products and services, and to provide you with a high quality of customer service.
We also collect, hold, use and disclose your personal information for the following primary purposes:
We may also collect personal information about third parties from you, such as personal information about your family members, so that we can provide products and services to those third parties. If you provide personal information about a third party individual to us, you must ensure that the third party individual is aware of this Privacy Policy, understands it and agrees to accept it. If you provide personal information about a third party individual and that individual does not have the capacity to understand and agree to these terms (for example, a minor), we require a parent or guardian to acknowledge and agree to this paragraph.
Your personal information will not be shared, sold, rented or disclosed other than as described in this Privacy Policy.
We may also disclose information with related bodies corporate or third-party organisations in a de-identified and aggregated form to conduct analyses regarding the usage of our products and services, or to enable us to display marketing to you via platforms such as Facebook or Google and allow us to monitor the effectiveness of those advertisements.
We may disclose your personal information to:
We may combine or share any information that we collect from you with information collected by any of our related bodies corporate.
We also may also share non-personal information, such as the number of users who visited our website during a specific time period or who purchased a specific product through the website, with our marketing partners, advertisers and others from time to time. This information generally is shared in an aggregated form.
As with any business, it is possible that as our business develops, we might go through a business transition, such as a merger, acquisition by another company, sale of all or a portion of our assets or buying online stores or other assets. In such transactions, information about customers will likely be transferred. You will be notified via a prominent notice on our site for 30 days of any such change in ownership or control of your personal information. To the extent permitted by law, you will be deemed to have consented to the transfer of your personal information to any such successor entity unless you notify us via email to the contrary within the 30-day period. Please note that, if you withhold your consent to the transfer, the purchaser or new business may not have your contact details or prescription records, and thus may not be able to provide you with health check reminders and the like.
We are not responsible for the privacy policies of any third party. Third parties are responsible for informing you about their own privacy practices.
If you consent, we may send you direct marketing communications and information about our products and services that we consider may be of interest to you. These communications may be sent in various forms, including mail, advertisements on certain websites and social media, SMS and email, in accordance with applicable marketing laws, such as the Spam Act 2003 (AU) and the Unsolicited Electronic Messages Act 2007 (NZ). You consent to us sending you those direct marketing communications by any of those methods. If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so. In addition, at any time you may opt-out of receiving marketing communications from us by contacting us (see the details below), by using opt-out facilities provided in the marketing communications, by changing your online privacy settings, or by adjusting your social media account settings.
We may also disclose your personal information to our related bodies corporate, our other business partners and our service providers to give you information and offers about products and services offered by us or these companies.
To ensure we continue to provide you with the best care possible following your initial appointment for healthcare services such as eye or hearing tests, we may need to contact you regarding the continuation or future scheduling of these services. This communication may be via phone call, SMS, email, or mail. We may provide your personal information to our service providers for the purposes of contacting you when it’s time to come and see us for another eye or hearing test.
Please note that by opting out of receiving marketing communications, you may still receive communications from us (such as invoices and notices) in relation to the products and services you have purchased from us.
We require accurate personal information about you to ensure you receive the best possible service from us. You may request access to any personal information we hold about you at any time by contacting us (see the details below). Please ensure you are able to advise which store you last visited for eye care services, audiology services and related products. Where we hold information that you are entitled to access, we will try to provide you with a suitable means of accessing it (for example, by mailing or emailing it to you). We may charge you a reasonable fee to cover our administrative and other reasonable costs in providing the information to you. We will not charge you for simply making the request and will not charge for making any corrections to your personal information.
There may be instances where we cannot grant you access to the personal information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.
We take reasonable steps to ensure that your personal information is up-to-date whenever we collect it or use it. This may include, for example, using data obtained from third parties to verify the accuracy of your personal information.
If you find that current personal information we hold about you is inaccurate, incomplete or out-of-date, please contact us immediately and we will take reasonable steps to correct it.
We take reasonable steps to ensure we protect any personal information that we hold from misuse, loss and unauthorised access, modification and disclosure.
Your personal information may be stored in hard copy documents and electronically.
We maintain physical and electronic security over our paper and electronic data storage. We also maintain computer and network security. For example, we use firewalls (security measures for the Internet) and other systems such as user identifiers and passwords to control access to computer systems.
If the personal information we collect is no longer needed for any purposes and we are not required by law to retain it, we take reasonable steps to destroy or permanently de-identify it.
In the unlikely event that your personal information is at risk of serious harm caused by a data breach, we will promptly investigate the breach and as soon as practicable after becoming aware that a notifiable privacy breach has occurred notify you, and, for Australia, the Australian Privacy Commissioner or for New Zealand, the Office of the Privacy Commissioner.
We may disclose your personal information to the persons listed above, including our related bodies corporate and third party suppliers and service providers, government and quasi-government organisations, prospective purchasers of part of or the whole of our business and stock exchanges located overseas for some of the purposes listed above. We take reasonable steps to ensure that the overseas recipients of your personal information do not breach the privacy obligations relating to your personal information. Disclosure to our related bodies corporate overseas will be governed by an intra-group data transfer agreement.
We may disclose your personal information to entities located outside of Australia and New Zealand, including to entities located in the United States of America, Canada, the United Kingdom, Ireland, Italy, France, Switzerland, Denmark, Norway, Turkey, Thailand, India, China, and EU member states.
If you believe that your privacy has been breached, please contact us using the contact information below and provide details of the incident so that we can investigate it.
We request that complaints about breaches of privacy be made in writing, so we can be sure about the details of the complaint. We will attempt to confirm as appropriate and necessary with you your understanding of the conduct relevant to the complaint and what you expect as an outcome. We will investigate your complaint and will advise you of the outcome of our investigations in writing.
If you are not satisfied with our response or wish to make a direct complaint to the regulator, you may contact the applicable Privacy Commissioner in Australia or New Zealand.
Office of the Australian Information Commissioner
www.oaic.gov.au
Office of the Privacy Commissioner
www.privacy.org.nz
Our website may contain links to other websites operated by third parties. We make no representations or warranties in relation to the privacy practices of any third party website and we are not responsible for the privacy policies or the content of any third party website. Third party websites are responsible for informing you about their own privacy practices.
If you have any questions about this Privacy Policy, any concerns or a complaint relating to your personal information, please use the Contact Us link on our website or contact us using the details set out below.
Please contact us at:
Customer Care Australia
Luxottica Retail Australia Pty Ltd
Post: Attn: Privacy Officer, Level 34-36, 1 Denison Street North Sydney NSW 2060
Email: privacy@eyeq.com.au
We reserve the right to make changes to this Privacy Policy, and other related policies posted from time to time. Please review our website periodically to see any updates to the information provided here.
This Privacy Policy was last updated on 21 August 2025.
Our contact lens provider Alcon is experiencing delays fulfilling orders due to a cyber-security incident involving their freight partner, Toll Group. These delays are across their entire network of optical retailers in Australia. We apologise for an inconvenience caused and encourage you to contact your local EyeQ practice for any urgent requirements.
