This notice explains how Hato Hone St John collects, uses, stores and shares personal and health information. We may update this notice or our Privacy Policy from time to time to reflect changes in law or our operations. This notice does not change any legal rights or obligations.
Personal information is information that identifies you. Health information includes information about your health, disabilities, or medical history. In this notice, information means both personal and health information.
If you have questions or concerns, contact our Privacy Officer:
The Privacy Officer
Hato Hone St John
Private Bag 14-902
Auckland
Phone: 0800 ST JOHN (0800 785 646)
Email: privacyofficer@stjohn.org.nz
We handle information in accordance with the Privacy Act 2020, the Health Information Privacy Code 2020, and the Telecommunications Information Privacy Code 2020.
How we collect information
We may collect information when you (or someone acting for you):
- request help, including through a 111 call
- receive advice, treatment, transport or care from us
- contact our Customer Service Centre
- use our services or products (such as first aid training or medical alarms)
- complete online forms
- make a donation
- join an ambulance membership, youth, or community programme
We may also collect information from third parties such as other health agencies or organisations we work with. Where required, we will tell you what we collected, why, where it came from, and your rights.
Information collected may include:
- why we were contacted and how we responded
- identifying details (name, address, contact details, NHI number)
- your condition and treatment provided
- outcomes of care, including transport and referrals
- information from hospitals, GPs or shared care systems (such as HealthOne or CareConnect)
- CCTV footage used to protect safety and property at our sites
How we store information
Information is stored securely, either on paper or in electronic systems.
Health information is kept for at least 10 years and then securely destroyed.
Personal information is kept only as long as needed.
We take reasonable steps to protect information from misuse, loss, or unauthorised access, including encryption where possible and role‑based access controls. We follow relevant health standards for storage and transmission.
How we use information
We may use information to:
- identify you and provide care, treatment and advice
- support continuity of care with other healthcare, support and emergency service providers
- record your health status and treatment
- protect the safety of our personnel
- manage quality, audits, training and clinical research
- administer accounts and billing
- plan, improve and fund services (including reporting to ACC and Health NZ)
- provide services, products and relevant communications, including marketing communications
- respond to requests, complaints and applications
- prevent fraud and meet legal obligations
- manage gifts, bequests, surveys, fundraising and events
- improve our website
Accessing or correcting your information
You may request access to or correction of your information by contacting the Privacy Officer.
Please provide your name, contact details and clear details of what you want.
We may ask for proof of identity or further details.
If you are acting for someone else, you must provide authorisation.
If we cannot change information (for example if clinicians relied on that information whilst treating you), we will note your request alongside the record
Sharing
We only share information in line with privacy law and codes. This may include sharing with:
- close family (where appropriate)
- other healthcare, support and emergency services to ensure continuity of care
- government agencies, courts or law enforcement where required by law, public safety, or legal process
We follow a Vulnerable Children, Young Persons and Adults Protection Policy when sharing information relating to abuse or vulnerability.
Information may be transferred overseas for processing or storage. We take steps to ensure ongoing protection under New Zealand privacy law.
Information may be accessed by contracted service providers who assist us to deliver services and operate our organisation.
Marketing
We may use personal information (not health information) to send relevant marketing communications.
This may include using Google, Meta or other digital platforms to provide targeted information about our services and products.
Shared data may include transactional information such as the expiry of your ambulance memberships, enrolment information from first aid training courses, first aid kit purchases, medical alarm services, and other Hato Hone St John products and services.
You can opt out at any time by:
- using the unsubscribe link in marketing emails, or
- contacting our Customer Service Centre.
When you call 111
111 calls are monitored and recorded.
We may collect location information from mobile devices to help us respond, in line with the Telecommunications Information Privacy Code.
In serious situations, Police may be asked to help locate a person’s device to prevent or lessen a serious threat to life or health.
You can read more about the Telecommunications Information Privacy Code hereand the Emergency Location Information system here.
Patient care records
Care records are created during treatment, either on paper or electronically.
Paper records are stored securely.
Electronic records are encrypted and securely transferred to our systems.
Records are kept for at least 10 years.
Sharing care records
If you are transported to a healthcare facility, relevant information is shared to ensure proper hand‑over and ongoing care.
Healthcare facilities may retain copies under their own privacy policies.
Some hospitals can securely access electronic ambulance care records. Access is logged and restricted to healthcare purposes.
If you are not transported
With your agreement, a summary of your care may be sent electronically to your GP.
You may opt out at any time by contacting privacyofficer@stjohn.org.nz.
You may also receive a code to access your ambulance care record directly for a limited period.
If you are happy for the record to be sent, we will access a database held by the Ministry of Health to find out which GP practice you are enrolled with, and send a summary of your ambulance encounter to that practice.
If you’ve already told us not to send information to your GP, the ambulance staff may still ask you, as they can’t access that information from their mobile tablets.
Privacy concerns and complaints
If you have concerns or believe your privacy has been breached, contact the Privacy Officer. We will investigate and respond.
If you are not satisfied with our response, you can contact the Office of the Privacy Commissioner: Phone: 0800 80 39 09
PO Box 466, Auckland
Website monitoring
When you visit our website, we may collect information such as IP address, browser type, pages viewed, and visit duration using cookies or similar tools. This information helps us understand website use and improve security.