Address: 81 Moreland Road, Coburg VIC 3058
Last updated: 23 July 2026
Our commitment to your privacy
We are committed to handling personal information about you, including health information, in accordance with the requirements of the Commonwealth Privacy Act 1988 and the Australian Privacy Principles.
This policy explains:
- What kind of information we collect and hold about you
- How and why we collect it
- What we do with that information and who we share it with (and when)
- Your right to seek access to, and if required correction of, the records we hold
- Your right to make a privacy complaint — to us and to others
- Whether we disclose information about you to overseas recipients
What kind of personal information do we collect?
We collect and hold the following kinds of information about you:
- Your name, address, date of birth, email and contact details
- Information about your family, next of kin, or emergency contacts (where relevant to your care)
- Information about other health professionals involved in your care (e.g. your GP, referring specialist)
- Government identifiers such as your Medicare number, DVA number, or private health fund details — used only where required for billing and claiming
- Health information about you, including:
- A record of your symptoms and presenting concerns
- Your relevant medical history
- The diagnosis made and the treatment we provide
- Specialist reports and imaging results (where you or the referring practitioner share them with us)
- Your appointment and billing records
- Any Patient-Reported Outcome Measure (PROM) responses you complete as part of your care
How do we collect and hold your information?
We generally collect personal information about you in these ways:
- Directly from you — when you give us your details in person, over the phone, by email, through our online contact form, or through our online booking system
- From a person responsible for you — such as a parent, guardian, or carer
- From a third party, where we are permitted by law — for example, other health professionals involved in your care, your health insurer, or WorkSafe / TAC where relevant to your claim
Why do we collect and use your information?
We primarily collect and use personal information about you to provide our physiotherapy services and to communicate with you and others involved in your care.
We also use that information for related purposes, including:
- To manage our accounts and administrative services, including billing, arrangements with health funds, pursuing unpaid accounts, and management of our IT systems
- To conduct quality assurance, accreditation, or internal audits
- To communicate with you about your care (e.g. appointment reminders, follow-up)
When and why might we share your information?
We may disclose information about you to others outside our practice as permitted or required under law. This includes situations where we disclose information in order:
- To comply with our legal obligations (e.g. mandatory reporting under legislation, responding to a court order or subpoena)
- To consult with other health professionals involved in your healthcare (e.g. your GP, specialists, other allied health providers)
- To obtain test results from diagnostic and pathology services
- To claim on insurance and communicate with your health fund
- To communicate with government and regulatory bodies such as Medicare, DVA, WorkSafe, or TAC
- To help us manage our accounts and administrative services (e.g. billing, debt recovery)
- To lessen or prevent a serious threat to a patient's life, health, or safety, or to public health or safety
- To help in locating a missing person
- To prepare the defence of anticipated or existing legal proceedings
- To discharge notification obligations to liability insurers
Your right to access and correct your information
You have the right to seek access to, and correction of, the personal information we hold about you.
A reasonable administrative fee may apply where we need to prepare a copy of your records — we will let you know the cost before proceeding.
To make an access or correction request, please contact us using the details below. We will normally respond within 30 days.
If you think that the information we hold about you is not correct, please let us know. We will take reasonable steps to correct your personal information where it is not accurate or up to date. Please notify us when your contact details change.
Security: how we hold your information
We take reasonable steps to protect the information we hold about you. These are designed to prevent unauthorised access, modification, or disclosure, and to prevent misuse and loss. This includes:
- Clinical records held in Cliniko — a secure, cloud-based practice management system whose servers are located in Sydney, Australia. Cliniko encrypts information at rest and in transit, and access is restricted by individual user login with strong password protection
- Any paper-based records are held in a locked filing area accessible only to authorised practice staff
- Access to information is restricted on a "need-to-know" basis
- Devices used to access clinical records are password-protected and kept up to date with security patches
- All practice staff are made aware of their confidentiality obligations before commencing work with patient information
Your right to be treated anonymously
Where it is lawful and practicable for us to do so, you can be treated anonymously or through use of a pseudonym (a name other than yours). Please note that anonymous treatment may limit our ability to bill Medicare, DVA, or a health fund on your behalf.
Disclosing information overseas
We do not routinely disclose your personal information to anyone overseas.
If we ever need to transfer your personal information overseas (for example, if you request a report be sent to a health professional you saw while abroad), we will first seek your consent, unless we are required by law to make the transfer.
Website analytics
Our website uses Google Analytics 4 to help us understand how visitors use the site. Google Analytics collects anonymised information such as pages visited, approximate location (city or region), and referring source. It does not receive any of your health or clinical information — only website usage data.
If you would prefer not to be included in analytics, you can install a browser extension such as the Google Analytics Opt-out Browser Add-on, or use your browser's privacy settings.
If you have a privacy-related concern
If you have concerns about the way we have handled your privacy, please let us know in writing using the contact details below. We will respond within 30 days.
If you are not satisfied with our response, you can refer your complaint to the Office of the Australian Information Commissioner (OAIC):
- Phone: 1300 363 992
- Email: enquiries@oaic.gov.au
- Post: GPO Box 5218, Sydney NSW 2001
- Website: oaic.gov.au/privacy/privacy-complaints
How to contact us
Phone: (03) 9384 1973
Email: privacy@workstrongphysio.com.au
General enquiries: contact@workstrongphysio.com.au
Changes to this policy
We may update this policy from time to time. When we make material changes, we will update the "Last updated" date at the top and publish a note on our homepage for at least 30 days.