Privacy Policy

Young boy talking on the telephone

Our commitment to Privacy

Cochlear Limited, 1 University Avenue, Macquarie University, NSW 2019, Australia (hereinafter referred to as “Cochlear Limited”) and its subsidiaries and affiliates a list of which can be found here (hereinafter referred to as “we”, “us”, “Cochlear” and “Cochlear Group”) are committed to protecting the privacy of your personal information in accordance with applicable privacy and data protection laws. This Privacy Policy sets out the information collection, processing and use practices carried out by the Cochlear Group in relation to personal data received in Europe, Middle East and Africa (EMEA), including the information collection and data processing practices in relation to Cochlear websites in EMEA. Please view the list of companies in the Cochlear Group in this region.

For the purposes of European data protection law, Cochlear Limited is the ultimate data controller for personal data collected, processed and used. Local Cochlear Group companies may also act as data controller locally as pointed out at the end of this Privacy Policy for any collection, processing or use of personal data via Cochlear’s websites or otherwise.

Last updated: October 2015

Your consent

When providing your personal information to Cochlear, in various cases we will ask you separately to:

  1. confirm that you understand that your personal information, including health information, will be collected, processed and/or used as described in this Privacy Policy and in accordance with any other explanation you may be given at the time of providing the information; and
  2. consent and agree to such collection and processing and, where relevant, agree to the sharing of your personal information with third parties.

We will also provide you with the following information:

  • the identity of the data controller;
  • the purposes pursued by the data processing;
  • where applicable, the compulsory or optional nature of the answers that you will be asked for;
  • where applicable, the potential consequences in respect of your answer;
  • the recipients of the data or the categories of recipients;
  • the rights granted to you by applicable law

In addition, if you provide personal information to Cochlear on behalf of someone else (for example, as their carer, parent or legal guardian), we ask you to confirm that you have authority to consent to the use of their information as described in this Privacy Policy.

If you do not consent to the collection, use and disclosure of your personal information (including health information) as set forth in this Privacy Policy, you should not provide personal information to the Cochlear Group. Please note that if you are a healthcare professional and we have an ongoing business relationship with you, we will not ask for your consent for the collection, processing or use of your personal data where it serves both us and you to perform services and support we provide to each other.

What information does Cochlear collect?

The information we collect from you may include:

  • your name
  • your address
  • your date of birth
  • your gender
  • your e-mail address
  • your phone number(s)
  • your fax number
  • your credit/debit card information (if you choose to transact with us)
  • health information relating to you
  • details of your audiologist or other relevant healthcare professional(s)
  • your implantation details and history
  • your preferences and interests

It may also include:

  • information regarding where you heard about the Cochlear Group;
  • any specific products or services you want to learn about;
  • product information (such as model and usage of implant, sound processor, remote assistant, software and accessories, serial number) in relation to Cochlear products that you use or have used;
  • your usage data and MAP data (i.e. information used for programming your Cochlear TM Implant System to your individual needs), including data relating to the program settings used by your audiologist to customise your Cochlear device;
  • product performance, service and reliability, registration and measurement data;
  • photographs/images (where authorised by you);
  • information you provide in “free text” fields;
  • information from surveys that we may, from time to time, run on the site for research purposes, if you choose to respond to, or participate in;
  • in connection with an account sign-in facility, your log-in and password details;
  • communications you send to us, for example, to report a problem or to submit queries, concerns or comments regarding the Site or its content;
  • for job applications - any personal information and documents that you provide as evidence of your skills, qualifications, training, work history, identity and legal right to work.
  • Information about your health, hearing condition and implant is referred to in this Privacy Policy as “health information.”

If you are a healthcare professional, we may also collect personal information about you including:

  • your medical specialty
  • your clinical interests
  • your clinic(s)
  • your purchase of Cochlear products
  • information about your surgeries relating to Cochlear products
  • your preferred language
  • any other information (such as payment information) that is necessary for you to transact with the Cochlear Group

How does Cochlear use your personal information?

We will use your personal information only with consent or to the extent permitted by applicable privacy and data protection laws for the following purposes:

  • to provide you with the products, information and services you request;
  • to support and improve the use and performance of your device (e.g. to enable fitting, activation, maintenance, service and repair, management and medical liaison regarding the device) and any other Cochlear’s products and services, including any Cochlear product user’s warranty rights;
  • to comply with any regulatory requirements, such as maintaining a record of medical queries, complaints, adverse events and recalls relating to our products and to contact you to satisfy any legal or regulatory obligation;
  • to inform and manage the maintenance of Cochlear products and services;
  • to maintain a distribution record and device history record of Cochlear products;
  • for security, credit or fraud prevention purposes;
  • when you have given us permission to do so, to contact you with Cochlear offers and other Cochlear information we believe will be of interest to you or to provide you with information, services, instructions, tips and advice on how to improve the performance or get the most out of our products. You can inform us at any time free of charge if you no longer wish to receive any such information, by opting out of electronic communications via the links provided at the bottom of the electronic communication or as pointed out under “Contact Us” below;
  • to deal with any queries or requests you have;
  • to test and develop upgrades and improvements to our products and services as well as develop new products and services;
  • to collect and analyse product performance, usage, service and reliability data;
  • to create a profile from the interactions we have with you to help us understand what information you might be interested in receiving and to provide you with a personalised experience when you interface with Cochlear;
  • to carry out market research and ask you to participate, without obligation, in surveys. We will ask your consent to do this by email or phone and you can inform us at any time if you prefer not to participate in these surveys by contacting us via the addresses or links provided as pointed out under “Contact Us” below;
  • to improve the content, functionality and usability of our websites; and
  • to improve our marketing and promotional efforts and conduct marketing analytics.

Your personal information will be processed by Cochlear through both electronic and non-electronic means.

In some cases, provision of your personal information may be necessary to provide you with the products, information and services you request and to perform relevant support and maintenance activities as explained above. In these cases, lack of provision of your personal information will trigger impossibility for us to provide the requested products and services. In other cases, for example when we request your personal data to send you marketing and promotional communications, lack of provision of such information will trigger the impossibility to send you these communications but it will not have any consequence of the primary purpose of the data collection.

How is your personal information shared?

We share your personal data only with third parties in as far as you have agreed to this or as required or permitted by applicable privacy and data protection laws:

  • with third parties to whom you provide your personal information directly on our websites (e.g. when you make a purchase in our online store and enter your credit card information for payment, such data may be provided to a payment provider);
  • within the Cochlear Group of businesses (including Cochlear distributors). Each member of the Cochlear Group will use and share your personal information only as set forth in this Privacy Policy;
  • with companies and organisations that perform services for the purposes described in this Privacy Policy, in as far as these purposes serve Cochlear and its services provided to you. In some cases you may provide your personal information directly to these third party service providers on our websites (e.g. when you make a purchase in our online store and enter your credit card information for payment), and the data may or may not be shared by that third party with Cochlear. Information which you provide directly to such third parties will be governed by their own privacy policy;
  • we disclose personal information to regulators or law enforcement agencies who request it (if we are satisfied it is lawful and appropriate to do so);
  • in the event that we undergo re-organisation or are sold to a third party, any personal information we hold about you may be transferred to that re-organised entity or third party in accordance with applicable law;
  • based on your consent, we may share your personal information with authorised third party Cochlear Certified Service Partners or healthcare or other service providers to assess your suitability for our products, to help you assess problems with our products, or for other reasons related to treatment, healthcare operations, or payment, or to enable your healthcare provider or Cochlear distributor or service provider to promote Cochlear products and services to you;
  • with service providers, who may process such data on behalf of Cochlear and in accordance with this privacy policy to support Cochlear performance of services (e.g. data processors may provide back office support services, IT services, product repair and service);
  • in accordance with applicable national laws, we may disclose personal information, including health information, to a Cochlear product user’s parent, guardian or care giver (as applicable), clinic or hospital at which treatment is received, surgeon, audiologist, doctor, health insurer and other health service providers, an authorised external Cochlear representative (such as a Cochlear distributor) as well as government regulators.

If you are a healthcare professional, in addition to the information and disclosures referred to above, we collect, process and use personal information about you (for example your name and contact details) so that we can inform the relevant individuals or organisations involved in the Cochlear product user’s care or service that you are their healthcare professional.

Cookies, similar technologies and social media plugins

We gather information about our website through “cookies” and similar technologies. For example, we use web analytics services like Google Analytics and Google Adsense and Google DoubleClick, two services from Google, for managing and placing advertisements, to make our website more interesting for you. Further, we have implemented Social Plugins from social networks like Facebook and Twitter so that you can share anything of interest to you with your friends and connections in social networks. Please see our Cookie Policy for further details.

International data transfer

Where you have given us your consent or to the extent permitted by applicable privacy and data protection laws and in order to be able to provide a full range of services, any information provided to us will be stored, processed and used by Cochlear Limited, on IT systems located in in Australia and/or in the locations and systems of Cochlear group companies and/or Cochlear’s service providers around the world which process and use your personal information on our behalf. To the extent information is processed and used (e.g. stored) in a country outside the EU/EEA, the respective country may have a lower data protection level than the countries within the EU/EEA. In as far as this concerns data collected, processed and used in the EU/EEA (e.g. data from EU/EEA citizen), Cochlear will ensure it provides an adequate level of data protection according to EU standards.

Links to other websites

Cochlear is not responsible or liable for, and does not endorse, the data privacy practices or the content of any other linked sites.

Information security

Cochlear Group has put in place technical and organisational measures to protect the personal information we hold inter alia from misuse, loss and unauthorised access, modification or disclosure.

Children's privacy

Cochlear recognises the need to adequately protect the privacy of all of its customers, especially the privacy of children. Cochlear’s websites are not intended for children. Cochlear does not target its websites to children. Cochlear does not knowingly collect personal information from children without parental consent.

Accessing, updating, deleting or correcting personal information

You have the right to access to personal information relating to you and to know its content and origin, including requesting a copy of it. In accordance with applicable national laws, a fee may be payable; if a fee is payable we will inform you before any fees are incurred and you may decide whether you still want to proceed.

You have also the right to check the accuracy of your personal information or to ask for updating, rectification, or integration of said information. Further, you have the right to obtain erasure, anonymisation, or blocking of data that has been processed unlawfully, as well as to object, in whole or in part, on legitimate grounds to the processing of your personal information, or to the processing of personal information where it is carried out for the purpose of sending advertising materials or direct selling or else for the performance of market or commercial communication surveys. The right to object to the processing of the data for direct marketing purposes through automated means of contact extends also to the processing of the data through non-automated means.

If you believe that any information we are holding about you is incorrect or incomplete, or to exercise any of your rights as described above, please contact us by sending an e-mail to links or addresses provided below under “Contact Us”. We may need to flag your records with a suitable explanation rather than changing or deleting the information. To protect your privacy and security, we will also take reasonable steps to verify your identity before providing you with personal information or correcting/adding notes to our records. You can also inform us at any time if you prefer not to participate in market research surveys. See “Contact Us” below.

To assist us in keeping our records up to date, please notify us of any change in your contact details or preferences in the information you want to receive.

If you are a healthcare professional you can contact us through your usual business communication channels with Cochlear. Alternatively, you can contact us at or write to your nearest Cochlear company.

Updates to this Privacy Policy

We may update or amend this Privacy Policy at any time by posting a revised version on the website. Unless stated otherwise, our current Privacy Policy applies to all information that we have about you.

Contact us / Your Local Cochlear Group Company

Should you wish to access your information, change your contact preferences, receive further information about this Privacy Policy, express concerns about how we handle your personal information, or wish to revoke the consents you have given for the use of your personal information, please send an e-mail to or write to the Privacy Coordinator at your local Cochlear company as provided for below or, if there is not a local Cochlear company, write to the Privacy Coordinator at the nearest of our locations or companies listed or contact: Cochlear Ltd., Att. Privacy Officer, 1 University Avenue, Macquarie University, NSW 2019, Australia.

If you are a healthcare professional you can contact us through your usual business communication channels with Cochlear. Alternatively, you can contact us at: or write to your nearest Cochlear company.

Local data controllers

Country Local Data Controller Other Cochlear Data Controllers


Cochlear Austria GmbH
Pachern-Hauptstrasse 90 – 2. Ebene
8075 Hart bei Graz - Austria

Cochlear Limited
Cochlear Europe Limited

Benelux (Belgium, Netherlands, Luxembourg)

Cochlear Benelux NV
Schaliënhoevedreef 20 i
2800 Mechelen - Belgium

Cochlear Limited
Cochlear Europe Limited

Czech Republic

Cochlear Czech Republic
Kamenická 56
170 00 Praha 7 - Czech Republic

Cochlear Limited
Cochlear Europe Limited

France (including Morocco, Algeria and Tunisia)

Cochlear France S.A.S.
135 Route de Saint-Simon
31100 Toulouse - France

Cochlear Limited
Cochlear Europe Limited



Cochlear Deutschland GmbH & Co. KG
Karl-Wiechert-Allee 76 A
30625 Hannover - Germany

Cochlear Limited
Cochlear Europe Limited

Iberia (Spain, Portugal)

Cochlear France S.A.S.
135 Route de Saint-Simon
31100 Toulouse - France

Cochlear Limited
Cochlear Europe Limited


Cochlear Italia S.r.l.
Via Larga 33
40138 Bologna - Italy

Cochlear Limited
Cochlear Europe Limited
Cochlear AG

Middle East

Cochlear Middle East FZ-LLC
Dubai Healthcare City
Al Razi Building 64
Dubai - United Arab Emirates

Cochlear Limited
Cochlear Europe Limited

Nordics (Sweden, Norway, Denmark, Finland)

Cochlear Nordic AB
Konstruktionsvägen 14
435 33 Mölnlycke - Sweden

Cochlear Limited
Cochlear Europe Limited


Cochlear AG
EMEA Headquarters
Peter Merian-Weg 4
4052 Basel - Switzerland

Cochlear Limited
Cochlear Europe Limited


Cochlear Tıbbi Cihazlar ve Sağlık Hizmetleri Ltd. Şti.
Çubuklu Mah. Boğaziçi Cad., Boğaziçi Plaza No: 6/1
Kavacık, 34805 Beykoz-Istanbul

Cochlear Limited
Cochlear Europe Limited


Cochlear Europe Ltd
6 Dashwood Lang Road
Bourne Business Park
Surrey KT15 2HJ - United Kingdom

Cochlear Limited

All other EU countries

Cochlear Europe Limited

Cochlear Limited

All other non EU countries

Cochlear Europe Limited

Cochlear Limited


This Privacy Policy is effective from 8th October 2015.

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