Product Disclosure Statement and Financial Services Guide

To view the combined Policy Disclosure Statement and Financial Services Guide please link in the link below:

Ruff ‘n’ Tumble Mishap Protection - Combined Financial Services Guide and Product Disclosure Statement - Preparation date: 16 April 2026

To view the Target Market Determination ("TMD") please click here.

Forms

Please download forms using the following links:

Cruciate Ligament Examination Form

Pre-Approval Form

Policy Terms and Conditions

These terms and conditions are required to be read before the purchase of a new policy

General Advice Warning

Any advice provided is general only, has been prepared without taking into account your objectives, financial situation or needs and may not be right for you. Consequently, before acting on this information, you should consider the appropriateness of this information having regard to your objectives, financial situation and needs. It is important that you carefully read the Combined Financial Services Guide and Product Disclosure Statement (PDS) before deciding to buy or continue to hold this product.

The Issuer, Promoter and Administrator

This policy is issued by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted and distributed by PetSure's Authorised Representative (AR) Luna Pet Health Pty Ltd ABN 15 693 087 722, AR 1319575 (Luna Pet Health), (trading under brand name Ruff'n'Tumble). Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing or choosing to continue with the product. PDS and Target Market Determination available at  ruffntumble.com.au.

Your duty to take reasonable care not to make a misrepresentation when you enter into the contract with us for the first time.

Before you enter into this contract of insurance, you have a duty to take reasonable care not to make a misrepresentation. What that means is that you need to take reasonable care to provide honest, accurate and complete answers to any questions that we ask.

If you are not sure of the answers to any of our questions, you should take the time to find them. It is also important to understand that, in answering the questions, you are answering for yourself and anyone else to whom the questions apply.

If any of our questions are not clear to you and you need help, please contact us. The duty to take reasonable care not to make a misrepresentation applies until the contract is entered into (or renewed, varied, extended or reinstated as applicable).

If you do not comply with your duty to take reasonable care not to make a misrepresentation

If you do not take reasonable care in answering our questions or inform us of changes to the information set out in your policy documentation, you may breach your duty. If that happens, your policy may be cancelled, or treated as if it never existed, and any claim may be denied or not paid in full.

General Exclusions and Pre-existing Conditions

The policy is subject to some general exclusions including pre-existing conditions. If a condition existed or occurred prior to the commencement date of the first policy period or within an applicable waiting period, it may be excluded from cover as a pre-existing condition. Some conditions are eligible for review after an 18-month period – Refer to your Product Disclosure Statement for more information and a detailed explanation of how general exclusions may affect your cover.

Your Premium

This application is for a new policy. There is no continuation of cover from any current or previous pet insurance policies you have held.

Please contact us if you would like to continue having cover for conditions that were first noted and covered under a policy within the PetSure portfolio of brands.

The amount payable includes the premium payable to the insurer, and all GST, stamp duty and other government taxes, fees and charges. This amount will be debited as agreed from the nominated credit card or bank account, which you have authorised PetSure to debit, if it agrees to issue the cover.

Your premium is calculated based on a combination of factors and these can affect the premium amount depending on whether we believe it increases or decreases the risk to us. Your premium may also include discounts or promotional offers which may only apply in the first period of cover. Each month, we’ll notify you of changes to your annual premium. Further details on the factors used to calculate your premium are detailed in your PDS.

Your policy is set to renew automatically each month, for as long as we continue to provide this product subject to the terms and conditions of the policy. You can opt-out of the automatic renewal process at any time by contacting us.

Your premiums will be collected by us directly from your nominated credit card or bank account. You should be aware that unless you tell us otherwise, your authority to debit this account/use this card also applies to any automatic renewals. If paying by direct debit, you confirm that you have sole authority. If paying by credit card and the card is not yours you confirm you have the authority of the relevant person to use it and they have agreed to these terms.

Luna Pet Health may receive a commission of up to $6.25 per month per policy for promoting Ruff'n'Tumble policies. This commission is used by Luna Pet Health to cover the costs associated with the marketing and distributing of this product to you.

Commencement of your Policy

Acceptance of your application is not guaranteed. If accepted, we will issue you a policy number. Cover for your policy starts at 11:59pm (1 minute to midnight) NSW time on the day you have selected to commence your policy from and is subject to waiting periods.

There is a two-day waiting period after the commencement of your policy for accidental injuries.

The waiting period for cruciate ligament conditions and any conditions arising therefrom irrespective of cause or origin are subject to a six-month waiting period from the commencement date of the first policy period.

These waiting periods apply from the commencement date of the first policy period.

Your Privacy

Luna Pet Health and PetSure are committed to protecting your personal information and complying with Australian privacy laws. You can read about how we collect, use and disclose your personal information in our privacy policies.

To obtain the latest version of our Privacy Policy, please visit ruffntumble.com.au.

If you would like a copy of the privacy policy of PetSure, please visit https://petsure.com.au/.

Combined Financial Services Guide and Product Disclosure Statement

Upon acceptance of your application, within 5 days, you will be emailed a hyperlink to your downloadable Combined Financial Services Guide and Product Disclosure Statement (Policy Booklet) and your Certificate of Insurance. You should carefully read these documents to ensure the product meets your needs. If you have any questions about your policy, please contact us at support@ruffntumble.com.au.

Privacy Collection Notice

This notice is required to be read before the purchase of a new policy.

This Privacy Collection Notice explains how your personal information is collected, used and disclosed in relation to your Ruff'n'Tumble policy and/or your application or enquiry about Ruff'n'Tumble (via a digital or on-line quote-line, or over the phone), by the following entities as relevantly specified in this Notice:

PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (“PetSure”)
Luna Pet Health Pty Ltd ABN 15 693 087 722, AR 1319575 (“Luna”)
Ruff'n'Tumble pet insurance, a trading brand of Luna

In this Privacy Notice, ‘we’, ‘us’, ‘our’ means:

PetSure and Luna, including all trading brands of Luna

Each recipient is subject to the Australian Privacy Principles under the Privacy Act 1988 (Cth) and issue this Collection Notice jointly.

Why we collect your personal information?

We collect, store, use, disclose and otherwise handle personal information in ways people would reasonably expect and where it is reasonably necessary in order for us to provide and offer you the various products and services we administer, including:

responding to your enquiries and providing you with assistance you request of us;
issuing, maintaining and administering our products and services (for example, processing requests for quotes, applications for insurance, underwriting and pricing policies, issuing you with a policy, managing claims, processing payments, providing to you and administering our customer loyalty or rewards programmes, and providing you with access to our GapOnly® claims system);
providing you with veterinary or pet related services;
processing your survey or questionnaire responses, market research and the collection of general statistical information using common internet technologies such as cookies;
where we have your consent, providing you with marketing communications about products and services (of ours or a third party);
improving our services and products (e.g. quality assurance and training purposes);
performing administrative operations (including accounting and risk management); and
to assist us in developing and identifying products and services that may interest you and (unless you ask us not to) telling you about products and services we offer.

You are always in control of the direct marketing communications which you receive from us, and you can opt-out at any time. You can opt-out by contacting the Privacy Officer on (02) 9842 4800, opt out on marketing communications or by sending an email to lunapethealth@petsure.com.au.

What happens if you don’t give us your personal information?

If you do not consent to us collecting and using or disclosing all or some of the personal information we request, we may not be able to provide you with our products or services, such as:

processing your application for insurance, your claim or any payment due to you; or
providing you with veterinary or pet related services.

It may also prevent us from maintaining or administering your policy or the provision of information regarding our products or services or those of any third party.

How we collect your personal information?

Where possible, we will collect personal information from you directly through various ways (including telephone, our websites, customer portal, hard copy forms, email or in writing). In some instances, we may also collect your information from a third party where required or permitted by law.

Third parties may include:

our authorised representatives, distributors or referrers, agents or related entities, insurers, veterinary service providers, insurer’s appointed service providers including claims assessors;
another party involved in a claim;
your family members, or anyone you have authorised to deal with us on your behalf;
our legal or other advisers;
external dispute resolution bodies or regulators;
data partners as authorised by the Privacy Commissioner, analytic consultants and other similar organisations; and
any other organisation or person where you have authorised them to provide your personal information to us or consented to us obtaining personal information from them.

If you provide personal information to us about another person, you must ensure that you have received permission from that individual for us to collect, use, and share, their personal information in accordance with this Privacy Collection Notice. If you have not done, or will not do so, you must tell us before you provide the relevant personal information to us.

Who we disclose your personal information to?

To the extent permitted by law and where reasonably necessary in relation to the products and services we provide or administer, we may disclose your personal information to other parties. This may include:

any person authorised by you;
our related entities;
our lawyers and other professional advisers;
third parties who provide services to us or on our behalf, including our authorised representatives, distributors or referrers, mailing houses and marketing companies, insurance reference bureaus, reinsurers, credit providers, external IT service providers, other insurance providers and advisers, and pet or veterinary related service providers.

In the case of claims (or likely claims), it may be disclosed to persons involved in the claim, veterinary service providers, external claims data collectors and verifiers.
Your personal information may also be disclosed to the Australian Financial Complaints Authority (AFCA) or other dispute resolution providers, government bodies, regulators, law enforcement agencies and any other parties where required by law.

We may also collect personal information from these people and organisations listed above.

Where we handle your personal information?

We predominantly store your personal information in Australia. However, your personal information may also be disclosed to some of our service providers who are located overseas, including (but not limited to) the Philippines, South Africa, New Zealand, United States of America and the United Kingdom. Details of who they are may change from time to time. You can find further information in our privacy policies listed below or contact us for details.

Access, corrections and complaints

You can read more about how each recipient collects, uses and discloses your personal information or obtain information about how to lodge a complaint about a breach of the Australian Privacy Principles by considering the Privacy Policy of each recipient.

If you would like to access, or revise, your personal information we hold about you, or if you have any concerns or queries about the manner in which your personal information has been handled, please contact us as applicable.

Luna Pet Health, including trading brands Ruff'n'Tumble
Phone: (02) 9842 4800
Email: lunapethealth@petsure.com.au
Privacy Policy:    lunapethealth.com.au/privacy-policy or ruffntumble.com.au/legal-documents

PetSure
Phone: (02) 9842 4800
Email: privacy@petsure.com.au
Privacy Policy:      petsure.com.au/privacy-policy/

If you wish to make a formal complaint, please provide your complaint in writing to our Privacy Officer and provide all information relevant to your complaint.

You can obtain information on privacy issues in Australia by visiting the Australian Federal Privacy Commissioner’s website located at oaic.gov.au, by email at enquiries@oaic.gov.au or by telephoning 1300 363 992.

PetSure (Australia) Pty Ltd, its authorised agents, its Related Companies, its Brand Partners (including Luna Pet Health Pty Ltd and its trading brands Ruff'n'Tumble) and third parties who provide services to us or on its behalf collect your personal information to provide and offer you our products and services, or otherwise as permitted by law. Without this information, we may not be able to provide you with our products or services.

However, protecting your privacy and the confidentiality of your personal information is important to us. This policy sets out how we aim to do so.

PetSure operates in and is bound by the respective Privacy Legislation in Australia and New Zealand. Where a requirement of any applicable Privacy Legislation is inconsistent with this Privacy Policy, that legislative requirement will apply.

Definitions

In this Policy: ‘Brand Partners’ refer to the various parties that promote, distribute or refer pet health insurance on behalf of PetSure and/or the insurance company issuing your policy, this includes Luna Pet Health Pty Ltd (including its trading brand Ruff'n'Tumble). Please refer to our website located at www.petsure.com.au for more details of our Brand Partners and policy issuer information.

‘Our’, ‘us’ and ‘we’ refers to PetSure (Australia) Pty Ltd, ABN 95 075 949 923 (“PetSure”), AFSL 420183 of Level 12, 465 Victoria Avenue, Chatswood, NSW 2067 Australia. ‘Personal Information’ is any ‘information or an opinion about an identified individual, or an individual who is reasonably identifiable’:

whether the information or opinion is true or not, and
whether the information or opinion is recorded in a material form or not.

‘Privacy Legislation’ means,

if you are located in New Zealand, the Privacy Act 2020 and the information privacy principles in that Act and/or such replacement legislation, and
if you are located in Australia, the Privacy Act 1988 (Cth) and the Australian Privacy Principles in that Act, and/or such replacement legislation

‘Related Companies’ has the same meaning as related bodies corporate as defined in section 50 of the Corporations Act 2001 (Cth) and subsection 2(3) of the Companies Act 1993 (NZ). ‘Sensitive Information’ is a subset of Personal Information defined as:

Information or an opinion about an individual’s:
- racial or ethnic origin, or
- political opinions, or
- membership of a political association, or
- religious beliefs or affiliations, or
- philosophical beliefs, or
- membership of a professional or trade association, or
- membership of a trade union, or
- sexual orientation or practices, or
- criminal record, or
- health information about an individual, or
- genetic information about an individual that is not otherwise health information, or
- biometric information that is to be used for the purpose of automated biometric verification or biometric identification, or
- biometric templates.

‘You’ refers to our customers and prospective customers. It also refers to users of our websites.

Our Commitment

PetSure recognises that your privacy is very important to you. We are committed to protecting the privacy of your Personal Information in accordance with the applicable Privacy Legislation.

The Privacy Legislation details the Australian Privacy Principles (for Australia) and the New Zealand information privacy principles (for New Zealand) that set minimum standards for how government agencies and private sector organisations may collect, use, disclose, store, provide access to and correction of Personal Information.

Currency and Status of our Policy

Our current Privacy Policy is detailed below. It was last updated on 31 July 2024 and is current as of and from 31 July 2024. We suggest that you read it thoroughly. By visiting our websites, applying for, renewing or using any of our products or services, making a claim or providing us with your Personal Information, you agree to your Personal Information being collected, held, used and disclosed as set out in this Privacy Policy.

This Policy may change from time to time and all changes will be posted on our website so please check them periodically. Alternatively, you can contact our Privacy Officer on +61 2 9842 4800 or by sending an email to privacy@petsure.com.au and request a copy of our current policy.

Whenever using our websites you should read this policy in conjunction with our Terms of Use.

Currency and Status of our Policy

Personal Information we Collect

The Personal Information we collect depends on the products and services we offer you or you use or apply for. Typically, the details we collect and hold include your name, contact details (address, phone and fax number, email address) date of birth, gender and account payment details. We may also collect information that is specific to a particular product. This includes details of your pet and its veterinary history.

Unless it is impracticable, you have the option of interacting with us anonymously or by using a pseudonym. For example, you may visit and browse our websites and use some of our online facilities without having to reveal any Personal Information. However, please see our note about cookies below.

How we Collect Your Personal Information

We collect your personal information in various ways, including via telephone, our website and our Brand Partners’ and Related Companies’ websites, our and our Related Companies’ customer portals, via digital advertising and social media, hard copy forms or email.

Whenever possible, we will collect your personal information directly from you unless it is unreasonable or impracticable for us to do so. In some instances, we may collect your information from someone else. This may include collection from:

our authorised representatives, distributors or referrers, agents or related entities, insurers, veterinary service providers, insurer’s appointed service providers including claims assessors
another party involved in a claim
your family members, or anyone you have authorised to deal with us on your behalf
our legal or other advisers
external dispute resolution bodies or regulators
data partners, as authorised by the Privacy Commissioner, analytic consultants and other similar organisations, and
any other organisation or person where you have authorised them to provide your Personal Information to us, or consented to us obtaining Personal Information from them.

For example, where someone makes an application in joint names (including your name), where it is provided to us by a third party (such as our authorised agents) with your authority or consent or where we need to obtain information from professional experts (such as a veterinarian) for the purposes of assessing a claim or providing you with insurance cover or other services.

If you provide Personal Information to us about another person, you must ensure that you have received permission from that individual for us to collect, use, and share, their personal information in accordance with this Privacy Policy. If you have not done, or will not do, so, you must tell us before you provide the relevant Personal Information to us.

We are a general insurer and pet health company and we provide financial services in relation to a range of pet health insurance products. We also provide services in relation to other non-insurance pet health offerings. In order for us to provide these services, we may also collect your Personal Information from the organisation that provided you with or sold you the product or services used.

A number of interactive tools or facilities may be available on our websites, Brand Partners’ or Related Companies’ websites or customer portals. If you use any of these tools or facilities, we may collect your Personal Information. In these circumstances, your Personal Information may be retained on our systems and used by us for the purposes of retaining an online quote and providing you with subsequent communications about your interaction with us, which may include direct marketing communications as outlined in the ‘Direct Marketing’ section of this policy below.

We will only send these communications in accordance with applicable privacy and marketing laws (such as the Australian Privacy Act (including Australian Privacy Principle 7), the Australian Spam Act 2003 (Cth)), and only where you have not opted out of receiving such communications from us.

From time to time we may request Personal Information from you through competitions or surveys. Participation in these competitions or surveys is completely voluntary and you, therefore, have the choice of whether or not you disclose the Personal Information requested.

Why we Collect and How we Use Personal Information

We generally collect Personal Information to provide or offer you the various products and services we administer, or otherwise as required or permitted by law. Such purposes include responding to your enquiries, providing you with assistance you request of us, maintaining and administering our products and services (for example processing requests for quotes, applications for insurance, underwriting and pricing policies, issuing you with a policy, managing claims, processing payments, providing to you and administering our customer loyalty or rewards programmes); providing you with online veterinary consultations and/or other veterinary or pet related services; processing your survey or questionnaire responses; market research and the collection of general statistical information using common internet technologies such as cookies; providing you with marketing information about products and services (of ours or a third party); quality assurance and training purposes; performing administrative operations (including accounting and risk management) and any other purpose identified at the time of collecting your information. 

You are always in control of the direct marketing communications which you receive from us, and you can opt-out at any time. See the section below on Direct Marketing for details on how to do this.

If you do not consent to us collecting and using all or some of the Personal Information we request, we may not be able to provide you with our products or services such as processing your application for insurance, your claim or any payment due to you, providing you with a quote for insurance, or providing you with online veterinary consultation services and/or other veterinary or pet related services. It may also prevent us from maintaining or administering your policy or providing you with information regarding our products or services or those of any third party. 

We use Personal Information we may collect through competitions to determine prize winners, award prizes and notify winners. We use Personal Information we may collect through surveys or questionnaires to assess your satisfaction with our products and services and to determine how we may better service your needs. We, and our Related Companies, may also use Personal Information you provide for research and statistical analysis.

Cookies and the Collection of Information through our Website/s and Customer portal

By accessing our websites and our Brand Partners’ websites or using the customer portals you agree to cookies being stored in your browser or device. Browsers may be able to be configured to accept or reject cookies or to notify when a cookie is sent. Cookies are small data files transferred onto computers or devices by websites to aid functionality on a website. Most browsers allow you to choose whether to accept cookies or not. 

The types of data we collect with these tools include: 

your device’s IP address (which is collected and stored in an anonymised format unless we need to use it to detect unauthorised access and identify potential fraud and criminal behaviour)
device type, operating system and browser information
geographic location (city)
referring domain and out link if applicable
search terms and pages visited on our website portal
date and time when pages were accessed on our website portal.

We share information provided by cookies and IP addresses with third party providers, including Google Analytics to analyse trends, administer the site, for research and marketing purposes and to improve your experience when using our sites.

Direct Marketing

On occasion, we, and our Related Companies, Brand Partners or other third parties with whom we have a relationship, may use your Personal Information to offer you products and services which we believe may be of interest to you.

You are always in control of the direct marketing communications which you receive from us, and you can opt-out at any time. You can opt-out by contacting the Privacy Officer on +61 2 9842 4800 or by sending an e-mail to privacy@petsure.com.au.

If you provide your email address to us, you consent to receiving electronic communications (including email) from us about those products and services that may be of interest to you. You may unsubscribe from receiving electronic communications from us at any time by requesting that you be unsubscribed from the relevant electronic communication.

Sharing and Disclosing your Personal Information

We never sell, rent or trade your Personal Information.

We may share your Personal Information with our Related Companies, our Brand Partners and other third parties who provide services to us or on our behalf. Where we are not your insurer, your insurer may also share your Personal Information with its related parties and service providers (please refer to your insurer’s privacy policy for further information). We will not share your Personal Information with any unrelated party except under the following circumstances:

in accordance with this Privacy Policy
as provided in any privacy notice we give you
where a product or service you apply for is provided or supplied by or through a third party
where a third party, such as a mailing house or veterinary consultation services provider, carries out activities on our behalf
if disclosure is otherwise required in order to provide you with a particular product or service
in order to ensure our ability to continue providing products and services
if disclosure is required for the purposes of conducting business analysis in order to improve our products and services, conducting competitions, loyalty programs, marketing initiatives, promotional activities and surveys
if disclosure is required by law or requested by a statutory authority; including (as it relates to persons located in Australia) the Australian Financial Complaints Authority, (as it relates to persons located in New Zealand) the New Zealand Insurance & Financial Services Ombudsman, other dispute resolution providers, Australian or New Zealand government bodies, regulators and other law enforcement agencies
if disclosure is permitted by law or by an exception in the Privacy Act 2020 (as it relates to persons located in New Zealand) or the Privacy Act 1988 (Cth) (as it relates to persons located in Australia)
where a third party has an interest in the product or service we supply, for example a referral agent, distributor or insurance intermediary
where it is necessary for a third party to assist us in providing our services, for example, underwriters, insurance intermediaries, reinsurers, insurance reference bureaus, credit providers, external IT service providers, external claims data collectors and verifiers, lawyers, accountants, veterinarians and others involved in the claims handling process
to an insurance broker acting on your behalf
where you have provided your consent – which may be given expressly or may reasonably be implied by your conduct.

We are located in Australia, but your Personal Information may also be disclosed to some of our service providers who are located outside of New Zealand and Australia, including but not limited to the Philippines, South Africa, United States, Canada, United Kingdom and European Union. Details of who they are may change from time to time. You can contact us for details. Where your Personal Information is shared with a foreign person or organisation outside of New Zealand or Australia, we will take reasonable steps to ensure that they protect the information in a way that, overall, provides comparable safeguards to those in the relevant Privacy Legislation.

Related and unrelated third parties to whom your Personal Information is disclosed are required to keep the information confidential and only use it for the same purposes we are permitted to use it.

Quality of Your Personal Information

We aim to ensure that your Personal Information is accurate, complete and up to date.

During the course of your relationship with us we will ask you to inform us of any changes to your Personal Information. You should, however, contact us at any time to update your Personal Information or advise us that the information we have is not accurate or complete.

Security of Your Personal Information

We are committed to keeping your Personal Information secure and will use all reasonable precautions to protect it from loss, misuse or interference and unauthorised access, modification or disclosure, including:

Physically securing external and internal premises
Maintaining computer and network security such as user identifiers and passwords to control access to computer systems
Restricting access to your Personal Information to employees or those who perform services on our behalf who are authorised to handle your Personal Information and on a ‘needs to know’ basis
Entering into confidentiality agreements with relevant employees and third parties
Appropriate training of staff
Retaining your Personal Information for no longer than it is reasonably required for the purposes for which it was collected or another related purpose, unless we are required or permitted by law to retain it for longer
Taking reasonable steps to destroy or de-identify Personal Information that we no longer require, or which was unsolicited and we identify that we would not have otherwise collected it from you.

Access to and Correction of your Personal Information

You may generally access the information we hold about you and request corrections. This right is subject to the exceptions detailed in the applicable Privacy Legislation. For example, we may refuse access where the:

information may involve the unwarranted disclosure of the privacy of others
request is frivolous or vexatious
information relates to existing or anticipated legal proceedings and would be likely to prejudice those proceedings
information would reveal our intentions in relation to negotiations in such a way as to prejudice those negotiations.

If we refuse access or to give access in the manner requested by you, we will let you know why in writing.

Where providing access would reveal evaluative information in connection with a commercially sensitive decision-making process, we will provide an explanation for the decision rather than direct access to the information.

In most cases, you may access your Personal Information at no cost to you by contacting our Privacy Officer on +61 2 9842 4800 or by sending an email to privacy@petsure.com.au.

For access to complex information or more detailed requests for access to your Personal Information, for example, access to information that is archived, we may require you to place your request in writing and charge you a fee for our reasonable costs of retrieving and supplying the information to you.

In all cases you will be asked to verify who you are before your Personal Information is provided.

All requests for Personal Information will be handled in a reasonable period of time.

How to Contact Us

If you have any questions, suggestions or complaints about our privacy practices or this privacy policy, please contact the designated Privacy Officer on +61 2 9842 4800 or by sending an email to privacy@petsure.com.au. We will respond to your question, suggestion or complaint as soon as possible.

You can also write to:

Locked Bag No. 9021

Castle Hill NSW 1765

Australia

If you are not satisfied with our response to your enquiry or complaint you can contact the designated Privacy Officer and request that it be reviewed by a senior staff member who will endeavour to resolve your dispute within 30 days. If you are still not satisfied, we will tell you about any options you have to refer the matter to a recognised external dispute resolution scheme of which we are a member or to the Office of the New Zealand Privacy Commissioner (“NZPC”) and/or the Office of the Australian Information Commissioner (“OAIC”), as applicable.

You can obtain information on privacy issues in New Zealand by visiting the website of the NZPC located at https://www.privacy.org.nz/ or by contacting the NZPC by calling on +64 0800 803 909.

You can obtain information on privacy issues in Australia by visiting the website of the OAIC located at www.oaic.gov.au or by contacting the OAIC by email at enquiries@oaic.gov.au or by calling on +61 1300 363 992.

Supporting Policies

Confidential and Non-Disclosure Policy
Code of Conduct
IT Code of Conduct

If you would like a copy of our Privacy Policy you can download a pdf version here.

Family Violence Policy

If you are experiencing vulnerability and would like more information on the extra care we can provide, please call our customer service team on +61 (02) 9842 4800 or email us on  help@petsure.com.au. You can also access PetSure’s Family Violence Policy  here,  and their website also contains additional accessible ways you can contact us. 

PetSure Anti Modern Slavery Statement

To access PetSure's Anti Modern Slavery Statement please click here.

Legal stuff. Sorted.