Privacy Policy

Shoalhaven Mobile Physio

Last updated: September 2026

Shoalhaven Mobile Physio is committed to protecting the privacy and confidentiality of the personal and health information we collect and hold.

We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and, where applicable, the Health Records and Information Privacy Act 2002 (NSW) and its Health Privacy Principles.

1. What information do we collect?

We collect information that is reasonably necessary to provide safe and appropriate physiotherapy services and manage our business.

This may include:

  • Your name and contact details

  • Date of birth

  • Residential and treatment address

  • Emergency contact details

  • Medicare, DVA, NDIS, WorkCover or other funding information where relevant

  • Information provided in referrals

  • Medical and health information relevant to your physiotherapy care

  • Information about your symptoms, medical history, physical function and treatment needs

  • Information about other healthcare professionals involved in your care

  • Appointment and treatment information

  • Payment and invoicing information

  • Other information you provide to us

Health information is sensitive information and is handled with additional care.

2. How do we collect your information?

We may collect information directly from you when you:

  • Contact us by phone, email or through our website

  • Complete an online referral or registration form

  • Book an appointment

  • Attend an assessment or treatment session

  • Communicate with us about your care

We may also collect information from other people or organisations involved in your care, such as your GP, specialist, allied health professional, support coordinator, carer or family member, where permitted and reasonably necessary.

Where we collect health information from another person or organisation, we will comply with applicable privacy requirements.

3. Why do we collect and use your information?

We collect and use your information for purposes including:

  • Providing physiotherapy assessment, treatment and rehabilitation

  • Developing and monitoring your treatment plan

  • Communicating with you about your appointments and treatment

  • Managing referrals

  • Communicating with other healthcare professionals involved in your care

  • Processing payments, invoices and funding claims

  • Meeting our professional, legal and regulatory obligations

  • Managing and improving the quality and safety of our services

  • Responding to enquiries, complaints and requests

We will generally only collect information that is reasonably necessary for these purposes.

4. Consent

Where required, we will obtain your consent to collect, use or disclose your personal and health information.

Consent may be express or, where permitted by law, implied through your actions and circumstances.

You may withdraw your consent at any time. However, withdrawing consent may affect our ability to provide certain services or coordinate your care.

5. Disclosure of your information

We may disclose relevant information where reasonably necessary for your care, administration of services or where required or permitted by law.

This may include disclosure to:

  • Your GP or medical specialist

  • Other allied health professionals involved in your care

  • Referring healthcare professionals

  • Support coordinators, carers or family members where appropriate and authorised

  • Medicare, DVA, NDIS, WorkCover or other funding bodies where applicable

  • Insurers or other organisations involved in managing a claim

  • Service providers who assist us with practice management, administration, information technology or payment processing

  • Government or regulatory authorities where required by law

We will only disclose information that is reasonably necessary for the relevant purpose.

6. Online forms and third-party services

Shoalhaven Mobile Physio uses third-party software and service providers to assist with practice management, referrals, appointment management, communication, record keeping and other business functions.

For example, we may use Splose to collect and manage referral and client information.

Information submitted through a third-party service may be stored and processed by that provider in accordance with their own privacy policies and security arrangements.

We take reasonable steps to select appropriate service providers and protect information shared with them.

7. Website information and cookies

When you use our website, certain information may be collected automatically, such as your IP address, browser type, device information and pages visited.

Our website may use cookies, analytics tools or similar technologies to understand how visitors use our website and improve our services.

Where applicable, you can control cookies through your browser settings.

8. Direct marketing

We will not use your health information for direct marketing unless permitted by law and you have provided the necessary consent.

You can opt out of receiving marketing communications at any time.

9. How we protect your information

We take reasonable steps to protect personal and health information from:

  • Misuse

  • Interference

  • Loss

  • Unauthorised access

  • Unauthorised modification

  • Unauthorised disclosure

Information may be stored electronically using secure practice management and record-keeping systems.

Access to information is limited to people who need it for legitimate business or healthcare purposes.

10. How long do we keep your information?

We retain health information in accordance with applicable Australian and NSW legal and professional requirements.

Different retention requirements may apply depending on the age of the patient and the type of information held.

When information is no longer required to be retained, we will take reasonable steps to securely destroy or de-identify it.

11. Accessing and correcting your information

You generally have a right to request access to the personal and health information we hold about you.

You may also request that information be corrected if you believe it is inaccurate, incomplete or out of date.

To request access to or correction of your information, please contact us using the details below.

We may need to verify your identity before providing access to information.

12. Privacy complaints

If you have concerns about how we have collected, used, stored or disclosed your personal or health information, please contact us.

We will investigate your complaint and respond within a reasonable timeframe.

Shoalhaven Mobile Physio Email: admin@shoalhavenmobilephysio.com.au

Phone: 0494 802 360

If you are not satisfied with our response, you may contact the relevant privacy regulator, including the Office of the Australian Information Commissioner (OAIC) or the NSW Information and Privacy Commission (IPC).

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology or legal obligations.

The most recent version will always be available on our website.

14. Contact us

If you have any questions about this Privacy Policy or how Shoalhaven Mobile Physio handles your personal or health information, please contact:

Shoalhaven Mobile Physio Email: admin@shoalhavenmobilephysio.com.au Phone: 0494 802 360 Website: shoalhavenmobilephysio.com.au