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On the Go Mobile Physio - Privacy Policy

Our commitment to your privacy


We are committed to handling personal information about you, including health information about you, in accordance with the requirements of the Commonwealth Privacy Act 1988.

In this Policy, we explain:

  • 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 about you

  • your right to make a privacy complaint, to us and others

  • whether we are likely to disclose information about you to overseas recipients.

What kind of personal information do we collect about you?

We collect and hold the following kind of information about you:

  • your name, address, date of birth, email and contact details

  • information about your family or relatives

  • information about other health professionals involved in your care, any government identifiers such as Medicare number, DVA number

  • other health information about you such as: a record of your symptoms, your relevant medical history, the diagnosis made and the treatment we give you​

How do we collect and hold your personal information?

We will generally collect personal information about you in these ways:

  • directly from you when you give us your details (eg, face-to-face, over the phone, via registration form or an online form)

  • from a person responsible for you

  • from a third party where we are permitted by law to do that (eg. other health care professionals involved in your care, from your health insurer).

Why do we collect and use information about you?

We primarily collect and use personal information about you to:


  • provide our physiotherapy services to you

  • communicate with you and others involved in your care in relation to those services.


We also sometimes use that information for other purposes, including:

  • to help us manage our accounts and administrative services, including billing, arrangements with health funds, pursuing unpaid accounts, management of our IT systems and

  • to conduct accreditation, quality assurance or internal audits.

When and why might we share information about you with others?

We may disclose information about you to others outside of our practice as permitted or required under law. This will include situations where we disclose information about you in order:

  • to comply with our legal obligations

  • to consult with other health professionals involved in your healthcare

  • to get test results from diagnostic services

  • to claim on insurance

  • to communicate with your health fund, with government and other regulatory

  • bodies such as Medicare

  • to help us manage our accounts and administrative services (eg. billing or debt recovery, arrangements with health funds, pursuing unpaid accounts etc.)

  • to lessen or prevent a serious threat to a patient’s life, health or safety or a serious threat to public health or safety

Your right to seek access to and to seek correction of the information we hold about you

We take all reasonable steps to ensure that personal information that we hold about you is as accurate as possible. You have the right to seek access to and correction of the personal information we hold about you. If you think that the information we hold about you is not correct, incomplete or not up-to-date, please contact us. Before we provide you with access to your personal information, we will require some proof of identity. We do this to protect the confidentiality of your personal information. And please notify us if and when your contact details change.

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. Your personal information is stored in secure electronic databases. We use a number of appropriate security procedures and technology to protect this information. We also take measures to remove your personal information when it is no longer required for the purpose for which it was collected. Your information will not be provided to overseas recipients. 

If you have a privacy-related concern about us


If you have concerns about the way we’ve handled your privacy, let us know. You should do that in writing. We will then try to respond to you within 30 days.


If you are not satisfied with our response, you can refer your complaint to the Office of the Australian Information Commission, whose contact details are:


Updating this policy


We will update this policy from time to time, to reflect any changes in our information-handling practices or the law or both. We will notify current patients of any changes to our privacy policy. 

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