Privacy Policy

We are committed to protecting your privacy and handling your personal information (including health information) in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and other applicable laws. This Privacy Policy explains how we collect, hold, use, and disclose your personal information, and how you can access or correct it or make a complaint.

1. Types of Personal Information We Collect

We collect personal information that is reasonably necessary for us to provide allied health services. This includes:

• Contact and identification details: Name, date of birth, address, phone number, email address, and emergency contact information.
• Health information: Medical history, injury or condition details, treatment records, progress notes, test results, and other sensitive information relevant to your care.
• Payment and billing information: Bank details, credit card information, Medicare, private health insurance, NDIS, or WorkCover details.
• Other information: Referral details, appointment records, feedback or complaints, website usage data (e.g., via cookies), and any information you voluntarily provide.

We may also collect information from third parties such as referring doctors, other health professionals, insurers, or your authorised representatives.

2. How We Collect Personal Information

We collect personal information directly from you where possible, including:

• When you complete intake forms, book appointments (online or in-person), or communicate with us.
• During consultations or treatment sessions.
• Through our website, email, phone, or patient portals.

We may collect information indirectly from:

• Your general practitioner, specialists, or other allied health providers.
• Insurers, employers, or government agencies (e.g., NDIS, Medicare).
• Publicly available sources, where lawful and necessary.

We will notify you (or ensure you are aware) of the collection at or before the time we collect your information, in line with APP 5.

3. Purposes for Collecting, Using, and Disclosing Personal Information

We collect, use, and disclose your personal information primarily to:

• Provide and manage your allied health care and treatment.
• Communicate with you about appointments, treatment plans, and follow-up care.
• Process payments, billing, and claims with insurers or funding bodies.
• Maintain accurate clinical records as required by law and professional standards.
• Improve our services, conduct internal audits, or participate in quality assurance activities.
• Comply with legal obligations (e.g., mandatory reporting, subpoenas).
• Respond to complaints or feedback.
• Send you information about our services or health-related updates (you can opt out of marketing communications at any time).

We may disclose your information to:

• Other health professionals involved in your care (with your consent, or where permitted by law).
• Your GP, referring doctor, or other service providers.
• Insurers, NDIS providers, Medicare, or government agencies for funding or claims purposes.
• Our service providers (e.g., IT, accounting, or administrative support) under strict confidentiality agreements.
• Courts, regulators, or authorities where legally required.

Overseas disclosure: We do not routinely disclose personal information overseas. If we do (e.g., for cloud storage or specialist consultation), we will take reasonable steps to ensure the recipient complies with Australian privacy standards or obtain your consent where required.

4. Security of Personal Information

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. This includes:

• Secure electronic records (password-protected systems, encryption where appropriate).
• Physical security measures for paper records.
• Staff training on privacy obligations.
• Access controls limiting information to those who need it for their role.

When personal information is no longer needed for the purpose it was collected (or any related lawful purpose), and we are not legally required to retain it, we will securely destroy or de-identify it.

5. Access and Correction of Your Personal Information

You have the right to request access to the personal information we hold about you and to request corrections if it is inaccurate, incomplete, or outdated.

To make a request:

• Contact us in writing (details below).
• We will respond within a reasonable timeframe (usually 30 days) and may ask for identification.
• There is generally no fee for access, though we may charge reasonable costs for providing copies.

We may refuse access or correction in limited circumstances permitted by law and will explain our reasons.

6. Complaints

If you believe we have mishandled your personal information, please contact us first so we can address your concerns promptly.

We will acknowledge your complaint and aim to resolve it within 30 days. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC):

• Online: www.oaic.gov.au
• Phone: 1300 363 992

7. Cookies and Website

Our website may use cookies and similar technologies to improve user experience, analyse traffic, and personalise content. You can manage cookie preferences through your browser settings. We do not use cookies to collect identifiable personal information beyond what is necessary for site functionality.

8. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The current version will be available on our website at www.activtherapy.com.au/privacy-policy. We encourage you to review it periodically.

9. Contact Us

For any privacy-related enquiries or to exercise your rights, please contact our Privacy Officer at the details above.