At Waverley Park Physio Centre, we take your privacy seriously. We are committed to protecting the personal information you share with us and ensuring it is handled responsibly and transparently. This Privacy Policy outlines how we collect, use, store, and disclose your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
By using our website, booking appointments, or receiving treatment at our centre, you consent to the practices described below.
Information We Collect
We only collect personal information necessary for delivering high-quality physiotherapy services. The types of information we may collect include:
-
Personal details: Full name, date of birth, address, phone number, email address
-
Health information: Medical history, symptoms, injury details, treatment progress, test results, and referral letters
-
Payment details: Credit card or bank account information for billing purposes
-
Insurance information: Private health insurance details or Medicare information (if applicable)
-
Emergency contacts: For safety during clinical treatment
-
Website use data: IP address, browser type, device information, and interaction with our website
-
Feedback and reviews: Comments you provide via surveys or testimonials
Sensitive information, such as health data, is collected with your explicit consent and used only for treatment purposes.
How We Collect Information
We may collect personal information in several ways:
-
Directly from you when you book an appointment, complete forms, or speak with our staff
-
When you are referred to us by a doctor or health specialist
-
Through your use of our website, including online booking forms and cookies
-
From health insurers or compensation bodies (where applicable)
-
When you participate in surveys, promotions, or provide feedback
Where possible, we always seek to collect information directly from you.
Why We Collect Information
The information we collect enables us to:
-
Provide safe and effective physiotherapy treatment
-
Assess your health needs and tailor care to your condition
-
Communicate with you about appointments, cancellations, and reminders
-
Manage billing, insurance claims, and administrative tasks
-
Improve our services by monitoring outcomes and patient feedback
-
Provide educational resources and newsletters (if you opt in)
-
Comply with legal, professional, and regulatory obligations
We will never use your information for unrelated purposes without your consent.
Use of Cookies and Website Analytics
Our website uses cookies to improve usability and personalise your experience. Cookies help us:
-
Recognise returning visitors
-
Store preferences such as contact details on forms
-
Monitor website traffic and performance
-
Deliver relevant information and promotions
You can disable cookies in your browser settings, although this may affect some site functions.
Disclosure of Information
We may share your personal information with third parties where necessary for treatment, administration, or legal compliance. These include:
-
Physiotherapists and other staff directly involved in your care
-
Referring doctors, specialists, or allied health professionals
-
Insurers or compensation bodies for claims management
-
IT service providers, website hosts, and payment processors
-
Emergency services, if required for your health and safety
-
Legal authorities, where required by law
We do not sell or rent your personal information to marketers or unrelated third parties.
Overseas Disclosure
Some third-party service providers may store or process data outside Australia. Where this occurs, we take reasonable steps to ensure those providers comply with the Australian Privacy Principles or equivalent protections.
Security of Personal Information
We implement strict measures to protect your information from loss, misuse, or unauthorised access. These include:
-
Secure servers and encrypted booking/payment systems
-
Restricted staff access to health records
-
Regular monitoring of IT systems and firewalls
-
Confidential disposal of paper files through secure shredding
Despite these measures, no system is entirely risk-free. By using our website or services, you acknowledge that internet data transmission carries some risk.
Accessing and Correcting Your Information
You have the right to request access to the personal information we hold about you. You may also request corrections if details are inaccurate, outdated, or incomplete.
To request access or correction, please contact us in writing. We will respond within a reasonable time, generally within 30 days.
Your Rights
Under the Australian Privacy Principles, you have the right to:
-
Access the personal information we hold about you
-
Request corrections to inaccurate or incomplete data
-
Withdraw consent for direct marketing communications
-
Complain if you believe your privacy has been breached
Complaints
If you have concerns about how your information has been handled, please contact us first so we can address the issue promptly.
If you are not satisfied with our response, you can escalate the matter to the Office of the Australian Information Commissioner (OAIC) by visiting www.oaic.gov.au or calling 1300 363 992.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in laws, technology, or clinical practice. The latest version will always be available on our website.
Contact Us
For privacy-related enquiries, access requests, or complaints, please contact our Privacy Officer:
Privacy Officer
Waverley Park Physio Centre
Level 2, 55 Springvale Road
Mulgrave VIC 3170
Phone: (03) 9544 6789
Email: [email protected]