PRIVACY STATEMENT (AUSTRALIA & NEW ZEALAND)

 

When we say “Danone”, “we”, “us” or “our”, we mean the Danone entity that collects or handles your personal information in connection with the relevant website, app, form, product, service, purchase, customer-support interaction, marketing activity or event. This may include Danone entities in Australia or New Zealand and other companies in the Danone group.

We handle your personal information in accordance with applicable privacy laws, including the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles, and the New Zealand Privacy Act 2020 and the New Zealand Information Privacy Principles, where those laws apply.

We have written this Privacy Statement to explain, in plain English, what we collect, why we collect it, who we share it with, how we protect it, and how you can contact us or exercise your privacy rights.

In New Zealand, Nutricia Limited is the Danone entity responsible for the personal information collected through our New Zealand websites, apps, forms, products, services and customer-support channels.

In Australia, Nutricia Australia Pty Limited is the Danone entity responsible for the personal information collected through our Australian websites, apps, forms, products, services and customer-support channels.

 

 

The personal information we collect depends on how you interact with us. It may include your name, contact details, account details, delivery details, purchase history, payment-related information, product preferences, marketing preferences, survey or competition responses, event-registration details, customer-support records, call or enquiry information, website and app usage information, cookie and analytics information, reviews or content you submit, and information needed to manage your relationship with us. This may include information you provide through reviews, testimonials, competitions, promotions, social-media interactions or other content you choose to submit to us.

If you use services such as Nutricia At Home, Nutricia At Home Plus, customer-support services, forms or medical-nutrition-related services, we may also collect information about health, dietary needs, medical nutrition, product eligibility, the person receiving the product or service, or other information you choose to provide. We will only collect and use sensitive information, including health information, where you have consented or where the law otherwise allows us to do so. We will only use health information for relevant nutrition, support, product-safety, legal or service purposes, unless another lawful basis applies.

How we collect personal information

We generally collect personal information directly from you when you interact with us through our websites, apps, products, services, forms, customer-support channels, promotions, competitions, surveys, events or marketing activities. We may also collect personal information automatically through your use of our websites and digital services, from healthcare professionals, carers or family members acting on your behalf where relevant, from service providers acting on our behalf, from publicly available sources, and from other third parties where permitted by law or where you have authorised us to do so. Where we collect personal information from someone other than you, we will take reasonable steps to provide any notice required by applicable law, including New Zealand’s indirect-collection notification requirements where they apply. We may monitor or record customer-service calls for training, quality-assurance, fraud-prevention, compliance and related business purposes. Where required by law, we will notify you before recording a call.

If you do not provide information

You do not have to give us personal information. However, if you choose not to provide information we reasonably need, we may not be able to provide the product, service, sample, support, promotion, event, account feature or communication you have requested.

Anonymity and use of a pseudonym: Where it is lawful and practicable, you have the option of dealing with us anonymously or by using a pseudonym. In many cases we will not be able to deal with you on that basis – for example, where we need to deliver a product, provide medical-nutrition or customer-support services, process a payment, manage a competition or promotion, or meet a legal or regulatory obligation. If we need to identify you, we will tell you why.

 

 

We collect, use and disclose personal information to provide products and services to you, manage your account, process orders and payments, arrange delivery, respond to enquiries and complaints, provide customer support, manage events and promotions, send service communications, operate and improve our websites and apps, maintain security, prevent fraud, manage product quality and safety, meet legal and regulatory obligations, conduct analytics and reporting, and improve our products, services and communications.

We may also use personal information for marketing, personalisation, market research, reviews and referrals. We may analyse how consumers interact with us to better understand preferences, improve products and services, personalise experiences and communications, create audience segments, support targeted advertising and measure campaign effectiveness. Where required by law, we will ask for your consent before using your information for these purposes. We do not make decisions that have a legal or similarly significant effect on you solely through automated processing without complying with applicable legal requirements. Where required by Australian privacy law, including future automated decision-making transparency requirements, we will provide information about the kinds of personal information used in substantially automated decisions and the types of decisions made.

 

 

We will only send you commercial electronic messages, such as marketing emails, SMS, MMS or instant messages, where we have the consent required by Australian or New Zealand law. Consent may be express, or inferred where the law allows this based on your conduct and our relationship with you.

Each commercial electronic message will identify the sender and include a clear way to unsubscribe. You can unsubscribe at any time. We will action unsubscribe requests within the period required by law, and in any event as soon as reasonably practicable.

 

 

We use cookies and similar technologies to operate our websites and apps, understand how people use them, measure and improve our services, support analytics and, where permitted, personalise content or advertising. Some analytics or advertising information may be personal information if it can identify you, or reasonably identify you when combined with other information.

Where permitted by law, we may use information collected through cookies, analytics tools and digital platforms to understand consumer interests, create audience segments, measure campaign performance, match audiences on advertising platforms, retarget advertising and support personalised advertising activities.

Where required by law, we will ask for your consent before using cookies or similar technologies for targeted advertising, marketing, analytics, profiling, audience matching, retargeting or similar personalised advertising activities. Any consent request will aim to explain the relevant purposes, the types of technologies used, the types of information involved, whether information may be shared with advertising or analytics partners, and how you can change your choices.

We do not use sensitive information for targeted advertising unless the law permits this and, where required, you have given express consent. We do not knowingly use children’s personal information for targeted advertising unless permitted by law and, where required, with verifiable parent or legal guardian consent.

Where our websites or apps provide cookie settings, consent tools or preference-management options, you can use those tools to manage, withdraw or change your choices at any time. You can also use browser or device settings to block, delete or manage cookies, although some website or app features may not work properly if cookies are disabled.

 

 

Payment processing is handled by our payment service provider. Danone does not intend to store full payment-card details unless we expressly say so at the point of collection. We may receive limited payment-related information, such as billing details, transaction status, payment confirmation or tokenised payment information, to process and manage your order.

 

 

Depending on the products, services or platforms you use, we may share personal information with other Danone group companies and with trusted contractors and service providers who help us operate our websites, apps, digital platforms, customer-identity systems, customer-relationship-management systems, marketing activities, analytics, reporting, payment processing, customer support, warehousing, logistics, transport, order fulfilment, information-technology systems, security monitoring, system administration, reviews, referrals and related business services. Examples of these contractors and service providers may include, where relevant, credit reporting providers, data management platforms, web hosting providers, IT systems administrators, mailing houses, couriers, payment processors, data entry service providers, network administration providers, debt collectors, records-management and archiving providers, and review, feedback and referral platforms.

We require service providers who handle personal information for us to protect it through appropriate privacy, confidentiality and information-security obligations. Where service providers use subcontractors or allow access by personnel in another country, we expect appropriate protections to apply. We do not sell or rent your personal information. The only exception is a corporate transaction of the kind described below, where personal information may transfer with the relevant business.

We may also share personal information where necessary in connection with a proposed or actual merger, acquisition, divestment, restructuring, financing transaction, joint venture, business transfer, sale of assets or other corporate transaction. Appropriate confidentiality and privacy protections will apply where required.

If you submit reviews, testimonials, comments, competition entries, social-media content or other user-generated content, that information may be viewed, accessed, used or shared in accordance with the purpose for which it was provided and any terms or conditions applicable to the relevant activity.

Third parties: Our websites, apps, emails and social-media pages may contain links to third-party websites, apps, platforms or services that we do not own or control. This Privacy Statement does not apply to those third parties. Their own privacy statements and terms will apply, and we are not responsible for how they collect, use or protect your personal information. We encourage you to read their privacy statements before providing personal information to them.

 

 

Your personal information may be used, stored, accessed or disclosed outside the country where you live. This may include access by Danone group companies, authorised Danone personnel, Danone support teams and trusted service providers. For Australia and New Zealand, the countries from which personal information may be accessed, stored or processed may include Australia, Vietnam, Malaysia, France, India, Italy, Indonesia, Spain, Mexico, Poland, New Zealand, Singapore, China, Japan, Ireland, the United Kingdom, the Netherlands and the United States of America.

If we disclose personal information overseas, we will take the reasonable steps required by Australian or New Zealand law to help ensure the overseas recipient protects it appropriately. This may include using contractual safeguards, checking whether comparable privacy protections apply, relying on another permitted legal basis, or treating the overseas service provider as acting for us where the law allows. We may remain responsible for how some overseas recipients handle your personal information where required by law.

 

 

We take reasonable steps, including appropriate technical and organisational measures, to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps may include access controls, secure systems, confidentiality obligations, monitoring, encryption where appropriate, policies, training, vendor-security requirements and risk-based security reviews.

If a privacy or data-security incident occurs, we will assess and respond to it in accordance with applicable law and Danone’s incident-response procedures. Where required by law, we will notify affected individuals and the relevant privacy regulator. In Australia, this may include notification under the Notifiable Data Breaches scheme where a breach is likely to result in serious harm. In New Zealand, this may include notification where a privacy breach has caused, or is likely to cause, serious harm.

 

 

We keep personal information only for as long as reasonably needed for the purpose for which it was collected or for another lawful purpose, in accordance with Danone’s retention practices. This may include providing products or services, managing our relationship with you, responding to enquiries or complaints, maintaining records of consent or preferences, meeting legal, regulatory, accounting, audit, insurance or dispute-management requirements, managing product quality or safety, and protecting our legal rights.

When personal information is no longer needed, we will take reasonable steps to delete, destroy or permanently de-identify it, subject to any legal or operational requirement to retain it.

 

 

You can contact us to ask for access to, or correction of, the personal information we hold about you. You may also ask questions, make a privacy complaint, withdraw consent where we rely on consent, unsubscribe from marketing communications, or ask us to delete or stop using your personal information where the law requires or allows this. We may need to verify your identity before responding to your request. If we cannot action your request in the way you have asked, we will explain why where required by law.

To withdraw consent, you can use any unsubscribe, cookie-preference, account-preference or consent-management tool made available for the relevant service, or contact the relevant local Danone business or Danone's Data Protection Office at privacy.oceania@danone.com. We will action withdrawal requests within a reasonable period and in accordance with applicable law. Withdrawing consent will not affect any handling of personal information that occurred before your withdrawal, and we may continue to use or retain personal information where another lawful basis applies, including where this is needed for safety, legal, regulatory, record-keeping, complaint-handling, product-quality or legitimate business purposes.

If you are in Australia or New Zealand, we encourage you to contact us first so that we can try to resolve your concern directly. We will acknowledge privacy complaints, investigate them and aim to respond within a reasonable period. You can contact the relevant local Danone business using the contact details provided on the website, app, form, product communication or service through which your personal information was collected. You may also contact Danone's Data Protection Office at privacy.oceania@danone.com. If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner or the Office of the New Zealand Privacy Commissioner, depending on where you are located and which law applies.

 

 

We do not usually seek to collect personal information directly from children. However, parents, legal guardians, carers or healthcare professionals may provide us with personal information about a child, including where this is needed to provide products, services, samples, customer support, medical-nutrition-related services, promotions or other activities. Where required by applicable law, we will obtain consent from a parent or legal guardian before collecting, using or disclosing a child’s personal information. A parent or legal guardian may contact us using the details in this Privacy Statement if they have questions or wish to make a request about personal information we hold about their child. If we become aware that we have collected personal information directly from a child without the required consent, we will take reasonable steps to delete or de-identify it, unless we are required or permitted by law to keep it. We will also take reasonable steps to comply with any applicable children’s online privacy code, standard or additional child-specific privacy requirement that applies to our websites, apps or digital services.

 

 

We may update this Privacy Statement from time to time, for example to reflect changes in law, our practices or our organisation. Any changes will be posted on this page and will apply from the effective date. Where we are legally required to do so, we will notify you of any changes.

 

Last updated: 22 September 2026