Elite Care Physio & Performance ABN 51 664 625 709 (“us”, “we” or “our”) recognises the importance of protecting your privacy and respects your right to control how your personal and sensitive information is collected, used, and disclosed.

We are an APP Entity as defined in the Privacy Act 1988 (Cth) (the Act). This Privacy Policy is aligned with the Australian Privacy Principles and explains how we handle your personal information.

This Privacy Policy applies to our website www.elitecarephysio.com.au (the “Site”), operated by us, and to all services we provide — including physiotherapy, rehabilitation programs, exercise and rehab classes, gym use, and related health services.

1. Definitions

• “Personal Information” means any information that may identify you or by which your identity might reasonably be determined.
  Examples include your name, address, email address, phone number, date of birth, and health fund information.

• “Sensitive Information” includes information about your health, medical history, injuries, treatment plans, racial or ethnic origin, religious beliefs, sexual orientation, or other information classified as sensitive under the Act.

2. Collection of Information

To provide our services, we may collect the following:

• Personal details such as name, address, phone number, email, date of birth, and payment details.

• Health and medical information including referrals, medical reports, treatment notes, medications, health history, imaging, and exercise or rehab records.

• Information provided during consultations, rehab or exercise classes, assessments, and appointments.

• Online data including IP address, browser type, device information, and usage patterns collected through our website or third-party platforms.

• Any other information relevant to the provision of physiotherapy and rehab services.

Use of Heidi Health

We use Heidi Health, a secure note-taking platform, to document consultations accurately and efficiently. This allows our practitioners to focus on patient care while ensuring accurate clinical documentation.

• Data captured is stored securely and used solely for clinical and administrative purposes.

• By receiving services, you consent to the use of Heidi Health during consultations.
  For more information, visit heidihealth.com.

3. How We Collect Information

We may collect information through:

• Patient intake forms and online bookings

• Phone calls, emails, SMS, and direct communications

• In-person consultations, assessments, or classes

• Use of gym and rehab facilities

• Website forms, analytics, and cookies

• Third-party health professionals and referrers, with your consent.

4. Use & Disclosure of Information

We collect, use and disclose your information for:

• Providing physiotherapy, rehab, and exercise services

• Managing appointments, billing, and insurance claims

• Liaising with medical professionals or referrers with your consent

• Meeting legal, regulatory, and professional obligations

• Clinical quality improvement, service delivery, and patient follow-up.

We may disclose information to third parties, such as:

• Health practitioners involved in your care

• Insurers, Medicare, WorkCover, TAC, or NDIS (where applicable)

• IT and administrative service providers who support our operations.

We will not sell or trade your personal information. Information is only shared where reasonably expected, legally required, or with your consent.

5. Access & Accuracy

You can request access to or correction of your personal information at any time by contacting us.
We will respond within a reasonable timeframe.
We may charge a reasonable administration fee for retrieval of archived records.

Access may be denied in limited circumstances where required by law (e.g., legal proceedings). If access is denied, we will provide written reasons.

6. Storage & Security

We take reasonable steps to protect your personal and sensitive information from misuse, loss, unauthorised access, modification or disclosure. This includes:

• Secure electronic records (with encryption and access control)

• Password-protected systems and secure servers

• Physical files stored in locked facilities

• Secure third-party data storage (including cloud storage, which may be hosted overseas).

Records are retained for the legally required period and destroyed or de-identified securely when no longer needed.

7. Data Breach Notification Scheme

If we suspect a data breach has occurred, we will assess it in line with the Notifiable Data Breaches Scheme.
If it is determined to be an eligible data breach, affected individuals and the OAIC will be notified as soon as practicable.

8. Identifiers

We will not adopt or use government-issued identifiers (e.g., Medicare number) as our own. Identifiers will only be used or disclosed as required by law.

9. Cookies, Analytics & Third Parties

We may use cookies, analytics tools, and similar technologies to improve your website experience.
This may include:

• Tracking IP addresses, browser type, pages visited, and navigation behaviour

• Combining non-identifiable analytics with patient data to enhance services.

You may adjust your browser settings to refuse cookies.

We may link to external third-party websites. Their privacy practices are not governed by this policy, and we are not responsible for their content or security.

10. Direct Marketing

We may send you direct marketing communications (e.g., appointment reminders, clinic updates, educational content, special offers) where you have provided consent.
You can opt out at any time by following the instructions in the message or contacting us directly.
We comply with the Spam Act 2003 (Cth).

11. International Transfer

Your personal or sensitive information may be stored on secure cloud servers located overseas.
We only transfer information where we reasonably believe the recipient is legally or contractually bound to privacy principles substantially similar to the APPs.

12. Career Applications

Employment applications and resumes collected by us are stored securely and used only for recruitment purposes.

13. Disclaimer — Website & Education Information

The information on our website and associated platforms is for educational purposes only and is not a substitute for professional medical advice, diagnosis, or treatment.
We do not accept liability for loss or injury incurred by reliance on information from our website or associated sites.

14. Links to External Websites

This website may contain links to external websites. We do not control or guarantee the accuracy or relevance of external content and are not responsible for their privacy practices.

15. Website Security

We take reasonable steps to ensure our website is secure. However, the internet is an inherently insecure network. We cannot guarantee the security of transmissions. Users are responsible for maintaining the security of their devices and passwords.

16. Changes to This Policy

We may update this Privacy Policy periodically. The current version will always be available on our website. Continued use of our website or services constitutes acceptance of any updated policy.

17. Complaints & Enquiries

If you have any questions or complaints regarding privacy, please contact us:

Elite Care Physio & Performance
📍 6 Bennet Dr, Altona North VIC 3025
📞 1300 654 124
📧 info@elitecarephysio.com.au
🌐 www.elitecarephysio.com.au

If you are not satisfied with our response, you may contact the:
Office of the Australian Information Commissioner
📞 1300 363 992
✉️ GPO Box 5218, Sydney NSW 2001
🌐 oaic.gov.au

18. Consent

By using our services or this website, you consent to the collection, use and disclosure of your information as set out in this Privacy Policy.