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Effective Date: 8th February 2025
Flex and Flow Physio respects your privacy and is committed to protecting your personal and health information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy explains how we collect, use, disclose, and store your information.
1. What Information We Collect
We may collect and store the following types of personal and health information:
• Personal Details: Name, date of birth, gender, contact details (phone number, email, address).
• Health Information: Medical history, treatment plans, physiotherapy notes, GP referrals, Medicare or NDIS details.
• Billing Information: Payment details, health insurance claims, NDIS funding details, invoices, and receipts.
• Website and Digital Data: Information collected via cookies and analytics when you visit our website or use online booking services.
2. How We Collect Your Information
We collect information through:
• Direct interactions (e.g., when you complete intake forms, book appointments, or communicate with us).
• Referrals from healthcare providers (with your consent).
• Our website, social media, or digital booking systems.
3. Why We Collect Your Information
We collect and use your information to:
• Provide physiotherapy treatment and manage your healthcare.
• Maintain accurate client records.
• Process payments and health insurance claims.
• Communicate appointment reminders, treatment plans, and important updates.
• Comply with legal, professional, and regulatory obligations.
4. Disclosure of Your Information
We will not share your information without your consent, except when required by law or professional regulations. Your information may be disclosed to:
• Your GP, specialist, or other healthcare providers involved in your treatment.
• Medicare, private health insurers, NDIS plan managers, or relevant funding bodies (for claims processing).
• Legal or regulatory authorities if required by law.
5. How We Store and Protect Your Information
We take reasonable steps to protect your personal and health information from unauthorised access, modification, or disclosure. This includes:
• Secure digital record-keeping and encrypted storage.
• Restricting access to authorised personnel only.
• Regular security updates and compliance checks.
6. Your Rights and Access to Information
You have the right to:
• Request access to your personal and health information.
• Ask for corrections if your information is inaccurate.
• Withdraw consent for non-essential communications.
• Request that we delete your information, subject to legal and regulatory requirements.
To make a request, please contact us at suzie@flexandflowphysio.com.au
7. Website and Digital Privacy
• Our website may use cookies to improve user experience. You can adjust cookie settings in your browser.
• We are not responsible for the privacy policies of third-party websites linked to ours.
8. Data Retention Policy
• We retain client records for a minimum of 7 years.
• For minors, records are kept until they turn 25 years old.
• After the retention period, records are securely destroyed.
9. Complaints and Disputes
• If you believe we have breached your privacy rights, you can submit a complaint to suzie@flexandflowphysio.com.au
• If unresolved, you can escalate your complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
10. Marketing and Communications
• We may use your contact details to send appointment reminders, treatment updates, and relevant health or wellness information.
• Occasionally, we may send promotional offers or service updates.
• You can opt out of non-essential communications at any time by contacting us at suzie@flexandflowphysio.com.au or using the unsubscribe option in emails.
11. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. Any changes will be posted on our website, and continued use of our services constitutes acceptance of the updated policy.
12. Contact Information
If you have any questions or concerns about this Privacy Policy, please contact:
Flex and Flow Physio
Ph: 0450 881 605
E: suzie@flexandflowphysio.com.au
Location: Jordan Springs, NSW, Australia