Privacy Policy
Sonova Hearing Australia Pty Ltd (ACN 651 492 929) (“Sonova”, “we”, “us” or “our”) is committed to protecting your privacy as a visitor to our website, [https://au.sennheiser-hearing.com/] (“Website”). We respect the privacy of your personal information and adhere to the Privacy Act 1988 and Australian Privacy Principles (APPs). Please read our Privacy Policy below carefully.
This Privacy Policy explains how we manage the personal information that is collected, used, disclosed and stored about you.
By providing personal information to us, you consent to our collection, use and disclosure of your personal information in accordance with this Privacy Policy and any other arrangements that apply between us.
1. What is personal information?
When we refer to “personal information”, we mean information or an opinion about you, from which you are, or may reasonably be, identified. This information may include (but is not limited to) your name, date of birth, phone number, email address and address.
Personal information may also include information which is “sensitive information” under the Privacy Act. Sensitive information includes, for example, information or an opinion about an individual’s health, racial or ethnic origin, criminal record or membership of a professional association, trade association or trade union. We do not ordinarily collect sensitive information from visitors to our Website.
2. What information do we collect?
The personal information we collect depends on the nature of our relationship with you. For example, if you are a customer placing an order on our Website, we will collect your name, delivery address, phone number, email address and details of the product(s) you have ordered as well as your payment details (eg banking details or credit card details).
If you register a warranty or contact our customer service team, we will collect your name and contact details as well as information about the product you have purchased.
The following additional types of data may also be collected:
• Data relating to the user behaviour on the Website: browsing data, Internet Protocol (IP) address, cookies and other tracking tools.
• Data relating to the products purchased: model, serial number, usage data.
• Data relating to the services provided.
• Data relating to the feedback you may provide on our products and services, including comments and notes.
If you do not provide the information requested by us, we may not be able to provide you with our products or services.
3. How do we collect your personal information?
We will collect personal information about you if you choose to provide it to us. Personal information may be collected from you in a variety of ways, including at different places and times on our Website. We may collect your personal information when you do any of the following, for example:
• place an order on our Website;
• provide feedback on our products or services;
• register a warranty or make a warranty claim;
• request after-sales services;
• subscribe to receive our newsletter or promotional materials or sign up to a mailing list;
• enter competitions or other promotional activities we conduct;
• attend an event or webinar we have sponsored or organised;
• respond to surveys;
• communicate with our customer service team;
• interact with us via any of our social media pages, for example, [Facebook, Instagram, LinkedIn and X]; or
• engage with us by phone, email, mail, or via the Website.
We may also collect personal information about you from third parties. These third parties may include (but are not limited to, Preezie, the operator of the AI shopping assistant which we make available on our Website. Preezie only makes this data (collected through your use of the AI shopping assistant) available to us where you have requested customer support.
If you provide personal information to us about someone else, you must ensure that you are entitled to disclose that information to us. For example, you should take reasonable steps to ensure the individual concerned is aware of the various matters detailed in this Privacy Policy.
4. How is personal information used?
We may use your personal information for the following purposes:
• to process your order;
• to respond to your inquiry;
• to provide customer service, handle warranty claims and manage our relationship with you;
• for complaints handling;
• data analytics;
• to administer competitions and promotions and conduct surveys;
• to improve and evaluate our products and services;
• to provide you with training, access to webinars or to attend events we hold or sponsor;
• send you direct marketing messages (by email, SMS and post) which we consider may be of interest to you;
• the prevention of fraud and/or identifying and investigating any suspicious use of our Website;
• for our internal business and management processes, for example, accounting or auditing purposes;
• for any other purpose to allow us to comply with our obligations under law; and
• for any other purposes that would reasonably be expected by you.
• Information that you provide during chats with the AI shopping assistant may be used by Preezie to improve AI-driven shopping experiences and product recommendations.
5. Will personal information be disclosed to third parties?
Personal information may be disclosed to third parties in the circumstances below.
Personal information collected by us may be disclosed to third parties who provide services on our behalf, such as technical support, for marketing purposes or other types of service delivery. These third parties include e-commerce, payment and fulfilment service providers; delivery service providers; providers of analytics and performance tools; our consent management platform supplier; and digital marketing and advertising platform providers.
Your personal information may also be shared with our parent company, Sonova AG, who assists us with the operation of the Website..
Your personal information may also be disclosed to our professional advisors including lawyers, accountants, tax advisors and auditors.
Your personal information may also be disclosed to your authorised representatives.
For legal reasons, other disclosures may need to be made to law enforcement agencies, government agencies, courts or external advisors or as otherwise required or authorised by law.
From time to time, the third parties may be located overseas including in the EU and the USA.. Our parent company, Sonova AG, is located in Switzerland. Please be aware that the privacy laws in other countries might not be the same as in Australia. Before we disclose personal information to overseas recipients, we take reasonable steps to ensure that the overseas recipients will handle personal information in accordance with the Privacy Act and the APPs.
We reserve the right to transfer information (including your personal information) to a third party in the event of a sale, merger or other transfer of all or substantially all of the assets of Sonova provided that the third party agrees to adhere to the terms of this Privacy Policy and handle personal information in accordance with the APPs.
6. Direct marketing
From time to time, we may use your personal information to provide you with information about our products, special offers you may find of interest or new products being offered by us or any business we are associated with. Direct marketing messages may be sent by email, SMS or post.
If you do not wish to receive marketing information, you can at any time opt out by contacting our Privacy Officer using the contact details below or by using the opt-out facilities provided (such as an unsubscribe link in an email). Please note that if you opt-out, we may still send you non-promotional messages, such as transactional messages regarding purchases you have made.
7. Cookies and other tracking tools
Cookies and other tracking tools are small files stored by most internet browsers to track visitor information and they enable Sonova to make its web-offering more relevant to you. During your visit to our Website, Sonova may use four categories of cookies and other tracking tools, depending on the website concerned.
We use cookies and other tracking tools in order to:
• obtain information about your browser settings, domain name, internet service provider, your operating system, the date and time of access, location, type of device used to access our Website and conduct system administration;
• get information about other websites you have visited or the type of searches you perform to refine your experience;
• prevent fraudulent activity and improve security;
• understand and analyse your browsing preferences and the products you are interested in; and
• associate your previous website behaviour after you have registered with your details on our Website for business and technical purposes.
Some of the cookies and other tracking tools used by our Website are set by us, and some are set by third parties on Sonova’s behalf. Our use of cookies and other tracking tools from third parties enables tailored advertising, meaning that you may see advertisement for Sonova on other websites that you visit.
We may use the following categories of cookies and other tracking tools:
• Strictly necessary cookies: these cookies are necessary for us to provide you with the basic functionality of our Website and cannot be switched off in our systems.
• Performance and analytical cookies: these cookies allow us to count visits and traffic sources in order to measure and improve the performance of our Website.
• Functional cookies: these cookies are used to provide enhanced functionality and personalisation during your visit.
• Targeting or advertising cookies: these cookies may be set through our Website by our advertising partners to build a profile of your interests and propose relevant adverts.
Each type of cookie reflects a specific purpose and, on our Website, you can easily consent specifically to each purpose. By accepting all cookies, you will have a fully personalised web experience. We allow you to choose which types of cookies you accept or block, but it may impact your experience on the Website and the services we offer (as mentioned above). You can use the service even in the case of a refusal to consent to some cookies, except where the refusal is for strictly necessary cookies. At any time, you can withdraw or modify your consent by going on the “Cookie Preferences” page.
If you are not interested in the advantages of our Cookies, the “Help” function of your browser can provide instructions on how to prevent Cookies or delete existing Cookies. Also, you can learn how to block all new Cookies on your browser and which configuration steps are required to receive a notification about new Cookies.
Helpful information on Cookies can be accessed on these websites: http://www.allaboutcookies.org/.
Further details regarding the categories of cookies and other tracking tools collected by the Website is provided through the cookie banner and its dedicated cookie section.
8. Social media plugins
Social media plugins are a part of certain web pages of the Website and exist for social media providers (“Providers”); such as Facebook, Instagram, X, LinkedIn, Google+, and YouTube. When you visit a page by clicking such a plugin your browser will connect to the respective social media server. At the same time, the Provider will know that you visited our Website prior to landing on the social media site. If you are registered and have logged in with the relevant Provider, your visit can also be linked to your user account. Providers in general do not provide specific information about what data is transmitted in the use of their social media plugins. Therefore, we have no definitive ability to verify the content and scope of the transmitted data or its use by such Providers. For further information about social media plugins, please consult the privacy policies of the relevant Provider. If you do not want a Provider to collect data on you through our Website, please deactivate the plugin(s) in your web browser. If you wish to avoid a link to any existing user account, you must log out of the social media web page before your visit to our Website.
9. Accessing and correcting your personal information
We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. You can help us to do this by letting us know if you notice errors or discrepancies in information we hold about you and letting us know if your personal details change.
You are entitled to access and correct your personal information we hold on request. To request access to and/or correction of your personal information, please contact our Privacy Officer using the contact details set out below. After receiving a request from you, we will take reasonable steps to correct the information. Alternatively, you may be able to update your contact information, for example, by logging into your account.
You will not be charged for making an access and/or correction request but you may be charged for the reasonable time and expense incurred in compiling information in response to your access request.
We may decline your access and/or correction request in certain circumstances in accordance with the APPs. If we do refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction if you ask us to do so.
10. Is personal information stored safely?
The security of personal information is extremely important to us.
We take reasonable steps to protect the personal information held by us from such risks as loss or unauthorised access, destruction, use, modification or disclosure. Sonova implements a variety of security measures in order to protect personal information from security incidents. These security measures are based on appropriate industry security standards and include, for example, access controls, passwords, encryption and regular security assessments.
All employees who may access personal information are required to undergo appropriate training to ensure compliance with privacy laws.
We regularly review our information security procedures to consider appropriate new technology and methods.
Chats with the AI shopping assistant on our Website are stored for 30 days by Preezie (the provider of the AI assistant). The chats will only be accessed within the 30 day period if required to provide you with support (if requested by you) or to check for errors.
11. Third party websites
Sometimes our Website may contain links to other websites and mobile applications for your convenience and information. When you access a website through our Website, please understand that we are not responsible for the privacy practices of that site. We recommend that you review the privacy policies of each site you visit.
Any information you provide to third party websites will be governed by the terms of the websites’ privacy policies. We have no responsibility or liability whatsoever for the content, actions or policies of third party websites.
12. Further information and complaints
You may contact us at any time if you have any questions or concerns about this Privacy Policy or about the way in which your personal information has been handled.
You may make a complaint about privacy to our Privacy Officer using the contact details set out below.
The Privacy Officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint.
Your complaint will then be investigated. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.
In most cases, we will investigate and respond to a complaint within a reasonable time, usually within 30 days of receipt of the complaint. If the matter is more complex or our investigation may take longer, we will let you know.
If you are not satisfied with our response to your complaint, you may make a complaint to the Office of the Australian Information Commissioner (OAIC). The OAIC can be contacted by telephone on 1300 363 992 or by using the contact details on the website www.oaic.gov.au.
13. Contacting us
You can contact our Privacy Officer by:
• emailing us at [privacy@sonova.com].
• Suite 37.1, 100 Miller St, North Sydney 2060, NSW
14. Changes to this Privacy Policy
We may change this Privacy Policy from time to time. When we make changes, we will post a notice on our Website homepage and make a new copy of the updated Privacy Policy available on our Website. Where changes to the Privacy Policy are material, we will provide you with reasonable notice before the changes take effect. If you continue to use our Website after the effective date of the changes, you will be taken to have accepted the amended Privacy Policy.
Last Updated: 13 February 2026