Hope Physio (ABN 43 662 251 989, “we”, “us” or “our”) provides physiotherapy services from Shop 3/36 Synnot St, Werribee VIC 3030, and online at www.hopephysio.com.au. This policy explains what personal information we collect, how we collect and use it, who we share it with, and how you can access or correct it.
Because we provide health services, this policy is written to meet our obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as the Health Records Act 2001 (Vic) and its Health Privacy Principles, which apply to health information handled in Victoria. These laws apply to us regardless of our size, as health service providers are not covered by the small business exemption that applies to some other Australian businesses.
This policy also applies to any personal information we collect through our website and through our Meta (Facebook and Instagram) and Google advertising, including lead ad forms.
1. Personal information we collect
Depending on how you interact with us, we may collect:
- Contact details, including your name, email address, phone number, postal or residential address and date of birth.
- Health information, including your presenting condition, injury or symptom history, medical history, referral details from your GP or specialist, treatment notes and progress records. This is sensitive information under the Privacy Act and is handled with the additional care set out in section 4.
- Enquiry and booking details, including appointment preferences and any messages you send us through our website, phone, email or a Meta lead ad form.
- Technical information collected automatically when you visit our website, such as IP address, browser type, device information, pages viewed and general location.
We only collect the personal information we reasonably need to provide our services, respond to your enquiry or run our clinic.
2. How we collect your information
We collect personal information directly from you when you:
- book an appointment or attend the clinic
- complete an intake or health history form
- contact us by phone, email or through our website
- submit a lead form through our Facebook or Instagram ads
- browse our website, through cookies and similar technologies described in section 6
Where practical, we collect health information directly from you. We may also receive information from a treating GP, specialist or other health provider where you have been referred to us, and in some cases from a parent, guardian or carer where you are a child or otherwise unable to provide the information yourself.
3. Why we collect, use and disclose your information
We use your personal information to:
- assess, diagnose and provide physiotherapy treatment
- schedule, confirm and remind you of appointments
- process payments and manage invoicing
- respond to enquiries submitted through our website or ad forms
- communicate with your referring health practitioner, where relevant and appropriate
- send you appointment reminders and, where you have opted in, marketing communications about our services
- meet our legal, insurance and professional obligations
We will not use your health information for marketing purposes without your specific consent, and you may withdraw that consent at any time by contacting us.
4. Sensitive and health information
Health information is treated as sensitive information under the Privacy Act and is collected only with your consent, except where the law allows otherwise, such as in a genuine emergency. We use it strictly for the purpose it was collected, store it separately from general administrative records, and restrict staff access to what each team member needs to do their job.
We retain clinical records in line with the Health Records Act 2001 (Vic): for adult clients, for a minimum of seven years from the date of your last treatment, and for clients who were under 18 at the time of treatment, until they turn 25. Records connected to an ongoing complaint, claim or legal matter may be retained for longer, as required by law.
5. Sharing your information
We may share your information with:
- practitioners and administrative staff at Hope Physio directly involved in your care
- your referring GP or specialist, for continuity of care
- payment processors, to process fees for services (we do not store full card details)
- Meta and Google, when you engage with our ads or website, as described in section 6
- government bodies, insurers, WorkSafe or the TAC, where legally required or where you hold a claim through them
- our professional advisors, such as our accountant or legal counsel, where necessary
We do not sell your personal information to third parties.
6. Cookies, Meta Pixel and Google Analytics
Our website and advertising use tracking technologies operated by Meta and Google:
- Meta Pixel is installed on our website to measure the performance of our Facebook and Instagram ads, understand how visitors use our site, and show relevant ads to people who may be interested in our services. Meta may combine this data with information from your Facebook or Instagram account under its own data policy.
- Google Analytics and Google Ads conversion tracking help us understand website traffic and measure the performance of our Google advertising. Google may use cookies to serve ads based on your visits to our site and other sites.
- Meta lead ad forms: if you submit your details through a Facebook or Instagram lead form, that information is sent directly to us and is handled in line with this policy. Meta’s own privacy policy also applies to how it collects and uses your data as the platform operator.
You can manage or opt out of this tracking through your Facebook or Instagram ad preferences, Google Ads Settings, or your browser’s cookie settings. Opting out will not affect your ability to receive treatment from us, though it may limit how we can follow up on an enquiry submitted through an ad.
7. Overseas disclosure
Meta and Google operate global infrastructure, which means personal information collected through the Meta Pixel, Google Analytics and their ad platforms may be processed on servers located outside Australia, including in the United States. These providers maintain their own privacy and security safeguards, which we encourage you to review through their respective privacy policies.
8. Data security
We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification or disclosure. This includes secure storage of physical and clinical records, restricted staff access to health information, and password-protected digital systems. No method of storage or transmission is completely secure, so while we work to protect your information, we cannot guarantee its absolute security.
9. Access and correction
You may ask us for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. To make a request, contact us using the details in section 12. We will respond within a reasonable timeframe, generally within 45 days, and may need to verify your identity before releasing information. In some circumstances permitted by law, we may need to decline a request, and if so, we will explain why.
10. Children and young clients
Occupational therapy is a core part of our service. Where a client is under 18, we collect and handle their personal and health information with the consent of a parent or guardian, who may also exercise access and correction rights on the child’s behalf.
11. Making a complaint
If you believe we have mishandled your personal information, please contact us first using the details below so we can try to resolve it directly. If you are not satisfied with our response, you can lodge a complaint with:
Health Complaints Commissioner (Victoria)
For complaints about health information or health service delivery in Victoria.
Phone: 1300 582 113 | Website: hcc.vic.gov.au
Office of the Australian Information Commissioner (OAIC)
For complaints about the Privacy Act 1988 and the Australian Privacy Principles. Complaints to the OAIC must be made in writing.
Phone: 1300 363 992 | Website: oaic.gov.au
12. Contact us
If you have questions about this policy or how we handle your personal information, contact us:
Hope Physio
Shop 3/36 Synnot St, Werribee VIC 3030, Australia
Email: info@hopephysio.com.au
Phone: 0410 462 270 or 03 7035 9069
Website: www.hopephysio.com.au
13. Changes to this policy
We may update this policy from time to time to reflect changes in our practices or legal requirements. The current version is always available on our website, with the date it was last updated shown at the top.