Total Care for your pet
Helping you keep your pet healthy and happy for life.
The best care for your mate
Best Mates is Fur Life Vet’s preventative and protective healthcare program designed to keep your pet healthier and happier for longer. Best Mates is not a pet insurance plan, the annual program provides you with real savings across regular veterinary expenses such as vaccinations, desexing, dental work and medications.
Plus unlimited FREE consults!
In addition to the fabulous member benefits listed below we include a free Microchip (just in case your pet does not already have one). Download the brochure and call our friendly reception team to sign up your brest mate!
Best Mates Membership provides 12 months peace of mind for you and the best of care for your pet.
$525/year First Pet
$465/year Additional Pets
Unlimited FREE Consultations. Never pay a consult fee, only pay for your discounted medication if required.
Dental or Desexing
Membership includes a Dental Scale and Polish plus Dental Chart OR Spey or Castrate.
Membership includes your dogs annual or triannual vaccination OR Your cat’s vaccinations tricat, ducat and FIV as required.
Health Screen Blood Test
Essential tools for identifying diseases at the earliest stage possible. Your membership includes a 10 part Health Screen and SDMA Test.
Medications & Professional Services
10% discount on all medications dispensed and professional services performed by a vet including pathology test, surgery and hospital treatment.
15% discount applied on the purchase of parasite control products including the Proheart SR12 injection.
Food & Merchandise
15% discount on all food and merchandise sold through the clinic.
20% discount for all members.
Free Nail Trims
Unlimited FREE nail trims for the duration of their membership.
What is included in the free 10-part health screen blood test?
The Chem 10 Blood test panel checks for diabetes, kidney function, liver function, some muscular diseases and some metabolic diseases. Plus an SDMA test that can detect kidney disease in cats and dogs months or years earlier than standard screening technologies.
As a yearly test the results set a baseline for your pets wellness allowing our vets to chart your pets health levels year on year and more easily identify any deviation that might point towards an underlying health condition. In their lifetime 1 in 3 cats and 1 in 10 dogs will get some form of kidney disease. The SDMA test means our vets can pick up any sign of kidney disease at the earliest possible stage meaning a better health outcome for your pet.
What is included in the free dental?
The free dental includes scaling to remove tartar build-up and a polish plus a dental and gum health assessment. Corrective dental procedures can be expensive. An annual dental check that includes a scale and polish is designed to take preventative action before dental disease takes hold and expensive treatment and surgery are needed. If dental disease requiring more extensive action, such as dental extractions is identified Best Mates members receive 10% off these procedures. You will receive a full dental report at the time of your pet’s dental that identifies if any further action is required. Remember that 80% of dogs and 70% of cats have some form of dental disease by age 3!
Are after hours calls included as free consultations?
No afterhours calls are not a standard consultation however Best Mates members receive a 10% discount. As a Best Mates member you have unlimited free consultations so if you suspect your pet is unwell you can make an appointment and see a vet without having to worry about paying a consult fee. We encourage our Best Mates Members to take advantage of Free consultations to catch niggling health issues before they become an emergency and for their own peace of mind. Of course, accidents or emergencies still may happen and to assist our Best Mates members such cases attract a 10% discount.
Why do I have a charge if my consultation was free?
Best Mates Members do not pay a consultation fee however where tests or medications or surgery are required then costs apply. But remember as a Best Mates member medications, pathology, surgery and hospital treatments all attract a 10% discount.
What if my pet passes away?
If your pet passes away during the membership period our team will work out the full value of the benefits received during the membership and refund the difference between the subscription fee and the full amount.
Best Mates Terms & Conditions
A guide to your Best Mate’s Annual Membership
The Best Mates Program is an Apiam Animal Health Fur Life Vet initiative which offers an annual membership to participating clients. The annual membership provides access to select veterinary services provided by Apiam Animal Health participating Veterinary Clinics. Services do not include veterinary services not provided by Apiam Animal Health participating Veterinary clinics unless specified.
Membership is limited to one (1) nominated Companion Animal, defined as a domesticated canine or feline per annual membership. Separate memberships must be purchased for each additional Companion Animal owned by a participating client (‘member’) should they wish that animal to receive the same membership benefits. Additional animal membership is at a reduced rate to the first enrolled animal.
Apiam Animal Health Fur Life Vet Best Mates Membership fees are as follows:
- First pet $525 per year
- Additional pets $465 per pet per year
Payment must be received in full for membership to commence.
The annual membership fee will be reviewed on 1 August of each year. Members will be advised of any change in the membership fee and subsequent changes will apply from the anniversary of the commencement of membership where a member chooses to renew their membership.
Membership is on an annual basis commencing from the date of subscription. A renewal notice will be sent to each member at least one (1) month prior to expiry of the annual membership.
Where a member animal dies members may request a refund of membership fees by written notification to the Apiam Animal Health Fur Life Vet Veterinary Clinic where the membership was purchased. In such circumstances members will be entitled to a reimbursement of the difference between the normal value of the goods and services obtained through the Best Mates Program and the total of the annual membership payment.
Membership may be transferred with the animal in circumstances where the animal has been sold and the new owner agrees to the terms of the membership. In such circumstances a refund as described above cannot be provided to the new member/owner if the animal dies.
Membership benefits are valid at all participating Apiam Animal Health Fur Life Vet clinics throughout Australia and where the participating clinic normally provides or retails the products or services listed.
Best Mates Membership Entitles Members to the following services and benefits:
Unlimited FREE Consultations.
Free consultations apply to standard consultations. All consultations will require an appointment and are to be scheduled during normal clinic hours. The unlimited free consultations are not eligible during public holidays, after the clinics normal operating hours, house calls, veterinary specialist or behavioural consultations. In hospital exams during periods of hospitalisation are excluded.
Vaccinations included are the entire course of Annual vaccinations that would normally be prescribed for your pet during their active membership. The vaccinations prescribed are to be determined by the Apiam Animal Health veterinarian according to the age, health, and vaccination history of the member pet and recognised vaccination protocols. Vaccinations that may be prescribed as part of this program provide protection against the following diseases:
Canine: distemper, hepatitis, parvovirus, parainfluenza and bordetella bronchiseptica.
Feline: Feline Immunodeficiency virus, Feline enteritis, Panleukopaenia, Herpesvirus, Calicivirus and Chlamydiosis.
Rabies vaccination is excluded.
FREE Microchip (one)
Member pets are entitled to one FREE microchip If they have not previously been microchipped.
FREE 10 Point Blood Health Screen & SDMA Test
Included in the blood test is the IDEXX Chem 10 and the SDMA kidney function test. Membership provides for one test during the membership period.
FREE Dental or FREE Desexing
Membership provides for either one FREE dental scale and polish performed by a veterinarian or a FREE standard desexing and not both in the same membership year. Normal surcharges will apply where the animal is presented as overweight, in season, with retained testicles or pregnant. Surcharges will attract a 10% discount.
Discounted Medications & Professional Services
Members are entitled to a 10% Discount on the following professional services: surgery, imagery, diagnostics, anaesthetics, procedures, hospital treatment and prescribed medications performed by an Apiam Animal Health Fur Life Veterinarian at a participating Apiam Animal Health Fur Life Vet Clinic during active membership.
Discounted Parasite Control
A 15% discount applies to the purchase of parasite control products including the Proheart SR12 injection where the participating Apiam Animal Health Fur Life Vet clinic normally stocks and retails parasite control products during active membership.
Discounted Food & Merchandise
15% discount on all food and merchandise normally stocked or retailed through the participating Apiam Animal Health Fur Life Vet Clinic during the life of the membership.
Unlimited FREE nail trims
Unlimited Free nail trims performed by an Apiam Animal Health employee at a participating Apiam Animal Health Fur Life Vet clinic during active membership.
A 20% discount applies to standard grooming services where the participating Apiam Animal Health Fur Life Vet Clinic provides a grooming service.
Discounts and benefits included in the Best Mates program cannot be used in conjunction with any other discounts or offers.
Fair Use Policy
Best Mates members acknowledge the terms and conditions of their membership and agree that the membership benefits are limited to reasonable usage. Reasonable usage is determined and defined by the Apiam Animal Health Fur Life Vet.
If unreasonable use is determined the vet may:
Notify the member in writing that usage has become unreasonable
If the unreasonable usage continues notify the member, without additional notice that their membership has been terminated.
The member acknowledges these terms and conditions and agrees that by applying for membership and/or accepting any membership benefits that they (jointly and severally if applicable) are bound by these terms and conditions and any other terms and conditions notified by Apiam Animal Health Fur Life Vet from time to time.
Apiam Animal Health Fur Life Vet includes the following participating Fur Life Vet Clinics:
Further details can be obtained from your local Apiam Animal health Fur Life Vet.
The Best Mates Program is not pet insurance. By becoming a member of the Best for Pet Program you are not obtaining pet insurance coverage. Terms and conditions are current as of 1st August 2019.
Border Vet Cohuna
Border Vet Kerang
Border Vet Barham
Border Vet Leitchville
© 2019 Border Veterinary Clinic | Apiam Animal Health
Border Vet – Barham 03 5453 3159
Border Vet – Cohuna 03 5456 2709
Border Vet – Kerang 03 5456 7334
Border Vet – Leitchville 03 5452 2094
Date of Issue: 25 October 2018
Version Control: Version 2.0
Policy owner: Chief Financial Officer
Apiam Animal Health Limited and each of its subsidiaries ('Apiam', ‘our’, 'we' or 'us') take your privacy and security very seriously. We respect your rights to privacy under the Privacy Act 1988 (Cth) (“Act”) and we comply with all of the Act’s requirements in respect of the collection, management and disclosure of your personal information. This policy relates only to the personal information management practices of Apiam. Personal information means information which identifies you as an individual, or from which your identity can reasonably be ascertained. This Policy describes how we collect, store, use and disclose personal information and also explains your rights to access and correct that information or make a complaint about our handling of our personal information (regardless of the form of the information and whether the information is true or not). This policy does not relate to personal information held about current or former employees of Apiam.
WHAT TYPE OF PERSONAL INFORMATION DO WE COLLECT?
We only collect personal information if it is necessary for one of our functions or activities. The type of personal information we collect will depend on the reason for collection. Generally, the types of personal information we collect will include name, contact details and records of communication with us.
In addition, we collect information relating to:
Veterinary clients and/or retail customers
- information about your pet or animal ownership details; insurance details (if applicable) for the treatment of your pet or animal;
- details of the products and services you have purchased from us or which you have enquired about, together with any additional information necessary to deliver those products and services and to respond to your enquiries;
- marketing preferences, including the type of marketing materials you wish to receive and the method of delivery (email, SMS, direct mail, or other);
- responses to customer satisfaction, service development, quality control and research surveys and similar activities;
- any additional information relating to you that you provide to us directly through our websites or indirectly through use of our websites or online presence, through our representatives or otherwise; and information you provide to us through our customer surveys or visits by our representatives from time to time.
We may also be required to collect your personal information under State and Territory veterinary surgeons’ legislation.
- employment and academic histories and the names of referees. We will collect this information directly from organisations that provide recruitment related services to us, and from third parties who provide job applications with professional or personal references.
- We will also collect information, including names and contact details, about:
- people involved in or through organisation that we support;
- our suppliers (this information is collected for business-related purposes but contains some limited personal information such as contact details of the people that we liaise with);
- people who correspond with us, including through our website, in which case we may keep a copy of that correspondence and relevant contact details; and
- people who request information updates about us through our mailing list.
Our website may contain links to other websites. Please be aware that we are not responsible for the privacy practices of such other sites.
HOW WE COLLECT AND HOLD PERSONAL INFORMATION
Where it is reasonable and practicable to do so, we collect personal information directly from you when you correspond or register your details with us, when you present your pet or animal for treatment at one of our clinics or provide feedback to us. Depending on the nature of our interaction with you, we may collect personal information from third parties – for example, information about job applications is collected in manner set out above; where new veterinary practices join the Apiam group and from organisations with whom we have an affiliation.
Apiam may also collect personal information about individual veterinary surgeons (for example where other veterinary surgeons are also involved in the care of an animal), contractors and other individuals who interact with us. This information is generally collected for administration and management purposes.
We hold personal information in hard copy (paper) or electronic form. If you provide information to us electronically, we retain this information in our computer systems and databases. Information held in electronic form is generally held on servers controlled by Apiam or on servers controlled by third parties under contractual arrangement with Apiam in Australia. Apiam uses physical security, password protection and other measures to ensure that personal information stored in electronic form is protected from misuse, interference and loss; and from unauthorised access, modification and disclosure.
Personal information collected in hard copy (paper) form may be converted to electronic form. Information held in paper-based form is generally securely stored at our veterinary clinics, or our head office. Apiam uses physical security and other measures to ensure that personal information in hard copy form is protected from misuse, interference and loss; and from unauthorised access, modification and disclosure.
WHY WE COLLECT, HOLD AND USE PERSONAL INFORMATION
We may use personal information for the primary purpose for which it is collected (e.g. the provision of our veterinary services) or for purposes related to the primary purpose where it would be reasonably expected that we would use the information in such a way, or in other limited circumstances as set out in the Privacy Act 1988 (Privacy Act).
We collect, hold and use your personal information to:
- to provide safe and effective veterinary care to your pet or animal;
- to provide products and services to you and to send communications requested by you;
- to answer enquiries and provide information or advice about existing and new products or services;
- to communicate with you about upcoming appointments, health checks, vaccination schedules and other related veterinary care matters;
- to manage, monitor, plan and evaluate our services;
- for safety and quality assurance and improvement activities;
- for testing and maintenance of information technology systems;
- for product and service development, quality control and research to improve the way Apiam and its service provides provide products and services to us and you;
- to seek your feedback in relation to customer satisfaction and our relationship with you and perform research and statistical analysis using such feedback;
- to correspond with people who have contacted us, and deal with feedback; . to recruit and assess potential employees;
- for marketing (including direct marketing), planning, product or service development, quality control and research purposes of Apiam and its related bodies corporate;
- to maintain and update our records;
- to comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority of any country;
- to answer your questions, provide you with information or advice (including general pet health advice) or consider and respond to requests or complaints made by you.
WHY WE DISCLOSE PERSONAL INFORMATION
We may disclose personal information to third parties unless we are permitted to do so by law or we have obtained consent to do so. We may disclose personal information for the primary purpose for which it is collect or for purposes related to the primary purpose where it would be reasonably be expected that we would use the information in such a way.
Third parties we may disclose personal information to include:
- Veterinary care professionals (for example, veterinary pathologists) in the course of the provision of veterinary care to your pet or animal (where this is consistent with our veterinary surgeons' legal and professional obligations);
- Data analysts, IT service providers and our advisors including our professional advisors (including legal and financial advisors);
- Financial institutions involved with administering billing (including administration of insurance and other third-party payment arrangements) and debt recovery; and
- Government agencies.
We take steps to ensure that our service providers are obliged to protect the privacy and security of personal information and use it only for the purpose for which it is disclosed.
OVERSEAS DISCLOSURE OF PERSONAL INFORMATION
Unless we have your consent, or an exception under the Australian Privacy Principles applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles in relation to your personal information.
We may use cloud computing services or data storage located overseas in which case information may be stored, under our control, on computer servers located outside of Australia.
ACCESSING AND CORRECTING PERSONAL INFORMATION
You can request access to your personal information held by us, or request that it be corrected, by contacting us at the address below.
Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you). 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.
If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, then you may request that we amend it. We will consider if the information requires amendment. If we do not agree that there are grounds for amendment then we will add a note to the personal information stating that you disagree with it.
DESTRUCTION OF PERSONAL INFORMATION
Apiam take reasonable steps to destroy or permanently de-identify your personal information where it is no longer required. Personal information which forms part of our veterinary surgeons' treatment records must be maintained in accordance with legislative and professional requirements.
COMPLAINTS ABOUT HANDLING OF PERSONAL INFORMATION
We will consider and respond to your complaint within a reasonable period. If you are not satisfied with our response to a complaint, or you consider that Apiam may have breached the Australian Privacy Principles or the Privacy Act, you are entitled to make a complaint to the Office of the Australian Information Commissioner.
The Office of the Australian Information Commissioner can be contacted by telephone on 1300 363 992. Full contact details for the Office of the Australian Information Commissioner can be found online at www.oaic.gov.au.
CHANGES TO THIS POLICY