PRIVACY POLICY | physiopaedics

Physiopaedics Children’s Physiotherapy Pty Ltd is committed to protecting our clients’ privacy. The Privacy Act 1988 requires that we handle your Personal Information in accordance with the Australian Privacy Principles (APPs). The APPs are designed to protect the confidentiality of information and the privacy of individuals by regulating the way Personal Information is collected, used, disclosed and managed. Personal information is, generally speaking, information or an opinion relating to an identified, or reasonably identifiable, individual.

This policy explains the types of Personal Information that we may collect and store, how that information is used and with whom the information is shared. It also sets out how you can contact Physiopaedics Children’s Physiotherapy Pty Ltd if you have any queries or concerns about this information.

If you would like further information, a copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au.

Why does Physiopaedics Children’s Physiotherapy Pty Ltd collect personal information?

We collect Personal Information about our patients and their families, suppliers, employees, contractors, job applicants and other contacts, to understand and meet their needs, to conduct our business activities, and meet our legal obligations.

You may in some circumstances have the option of not identifying yourself or using a pseudonym when you deal with Physiopaedics Children’s Physiotherapy Pty Ltd. However, if you choose not to provide the information we need to fulfil your request for a specific product or service, we may not be able to provide you with the requested product or service.

What personal information does Physiopaedics Children’s Physiotherapy Pty Ltd collect?

The types of Personal Information we may collect includes but is not limited to: contact information (such as your name, address, email address, telephone number, date of birth), medical history, other service providers (such as general practitioner, paediatrician, speech therapist, occupational therapist, school and other supporting services you deem appropriate), details of special family arrangements (such as court orders, guardianship, supporting agencies or any other arrangement that you deem appropriate to disclose), and NDIS Plan details (where relevant).

Sensitive Information

Some of the information we collect may be ‘sensitive information’. Sensitive information may include information about your physical or mental health or disability, an opinion about an individual’s health, other health information, racial or ethnic origin, political opinions, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association or membership of a trade union or criminal record.

How does Physiopaedics Children’s Physiotherapy Pty Ltd collect personal information?

Personal information may be collected by way of forms filled out by individuals, emails, telephone conversations, face-to-face meetings, telehealth, via our website www.physiopaedics.com.au, and interviews. Where necessary and with your consent, we supplement the information we receive from you with information from third party sources (such as services you have named as your supporting services).

We collect your Personal Information for the primary purpose of providing physiotherapy services to you, providing information to our patients and where you consent, marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure.

When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

Where an individual does not fully disclose personal information, Physiopaedics Children’s Physiotherapy Pty Ltd will only provide physiotherapy services based on the information disclosed to Physiopaedics Children’s Physiotherapy Pty Ltd.

Where you have consented to receive marketing material from Physiopaedics Children’s Physiotherapy Pty Ltd, you may unsubscribe from our marketing list at any time by contacting Physiopaedics Children’s Physiotherapy Pty Ltd in writing.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to Physiopaedics Children’s Physiotherapy Pty Ltd by the third party.

Other Third Parties

Physiopaedics Children’s Physiotherapy Pty Ltd uses Red Guava Pty Limited’s (“Red Guava”) “Cliniko” program to hold our clients personal and sensitive information. Red Guava may use external companies to provide infrastructure services including data processing, and to assist in providing customer support, email and SMS notifications. These external companies may have access to certain customer data.

Infrastructure Subprocessors

Cloud Service Provider: Amazon Web Services, Inc, United States

Platform Service Provider: Engine Yard, Inc, United States

Content Delivery Network Provider: Fastly, Inc, United States

Other Subprocessors

Cloud-based Customer Support and Engagement Services: Intercom, Inc, United States

Cloud-based Email Services: Mailgun Technologies, Inc, United States; The Rocket Science Group, LLC, United States

Cloud-based SMS Services: Message4u Pty Limited, Australia

Cloud-based Messaging Services: Slack Technologies, United States

Cloud-based Software Error Monitoring Services: Honeybadger Industries LLC, United States

Cloud-based Realtime Notification Services: Pusher Ltd, United Kingdom

Cloud-based Online Payment Services: Stripe, Inc, United States

Disclosure of Personal Information

Physiopaedics Children’s Physiotherapy Pty Ltd may disclose your Personal Information, including sensitive information, to third parties (such as GP, Paediatrician, occupational therapist, speech therapist, psychologist, dietician, specialists, hospital clinics/therapists/doctors, school, agency or other supporting services that you deem appropriate to disclose) where you have provided consent for Physiopaedics Children’s Physiotherapy Pty Ltd to exchange your Personal Information.

We may disclose your Personal Information, including sensitive information, if it is required or authorised by law, where disclosure is necessary to prevent a threat to life, health or safety, or where we are otherwise permitted by the Privacy Act.

Sending Information Overseas

Personal information is sent overseas in some circumstances, including to the United States and the United Kingdom. Information about the companies, their locations, and the purpose of sending information is detailed in “Other Third Parties” above.

Security of Personal Information

Physiopaedics Children’s Physiotherapy Pty Ltd takes reasonable steps to maintain the security of your Personal Information and ensure it is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by Physiopaedics Children’s Physiotherapy Pty Ltd for a minimum of 7 years.

Links from Physiopaedics Children’s Physiotherapy Pty Ltd website to other websites

Our website may contain links to third party websites. We do not operate these websites and therefore are not responsible for the collection or handling of Personal Information by the operators of these websites.

Access to your Personal Information

You may be able to obtain a copy of the personal information that we hold about you, subject to certain exceptions. To make a request to access your personal information, please contact Physiopaedics Children’s Physiotherapy Pty Ltd in writing. We will require you to verify your identity and specify what information you require. We may charge a fee to cover the cost of verifying the request and locating, retrieving, reviewing and copying any material requested. We will respond to the request for access to the personal information within a reasonable period after the request is made.

Maintaining the Quality of your Personal Information

It is an important to Physiopaedics Children’s Physiotherapy Pty Ltd that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise Physiopaedics Children’s Physiotherapy Pty Ltd as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

If you have any enquiries about our Privacy Policy, including accessing or updating your personal information, please contact Physiopaedics Children’s Physiotherapy Pty Ltd at:

Suite 18, Level 1, 1 Elyard Street, Narellan NSW 2567

Email: admin@physiopaedics.com.au

Tel: 0434 768 111

Our Complaints Policy

If you are concerned that Physiopaedics Children’s Physiotherapy Pty Ltd have not complied with your legal rights or applicable privacy laws, you may make a complaint, in writing, directly to Physiopaedics Children’s Physiotherapy Pty Ltd. We will investigate the circumstances of the complaint and we will respond to your complaint in writing within a reasonable period.

We expect our procedures will deal fairly and promptly with your complaint and we will provide you with an estimated timeframe for a response to the complaint.

Alternatively, if you are dissatisfied with our response to your complaint then you may decide to make a formal complaint with the Office of the Australian Information Commissioner, which is the regulatory body responsible for privacy in Australia, their contact details are:

Director of Compliance
Office of the Australian Information Commissioner (OAIC)
GPO Box 5218
Sydney NSW 2001
Ph. 1800 363 992
(www.oaic.gov.au)

Policy Updates

This Privacy Policy will be reviewed from time to time to take account of new laws, changes to our operations and business practices. The current version of our Privacy Policy is available at on our website: www.physiopaedics.com.au.

Version Number: 1.0

Policy created: 2019_11

Date Approved: 2019_11

Approved By: Michael Palomares

Version Number: 2.0

Revision description: Updated Privacy Act 1988 information; Disclosure of Personal Information; Security of Personal Information; Complaints

Date revised: 2023_03_31

Date approved: 2023_03_31