Privacy Policy
Flow Physio Rehab
Flow Physio Rehab is committed to protecting your privacy and the confidentiality of your personal information. This Privacy Policy explains how we collect, use, disclose, and store your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1. What information we collect
We may collect personal information including, but not limited to:
- Your name, date of birth, address, email address and phone number
- Health information relevant to physiotherapy treatment (including medical history, injury details, assessment findings, treatment notes and reports)
- Medicare, private health insurance, NDIS or other funding details
- Referral information from doctors or other healthcare providers
- Payment and billing information
- Information submitted through our website, intake forms or email enquiries
Health information is considered sensitive information and is only collected when necessary to provide you with appropriate care.
2. How we collect your information
We collect personal information in a number of ways, including:
- When you book an appointment or complete an intake form
- During consultations and treatment sessions
- Through our website, email, phone, or online booking systems
- From referrals or reports provided by other healthcare professionals
- When you communicate with us directly
Where possible, information is collected directly from you.
3. Why we collect your information
We collect and use your personal information to:
- Provide physiotherapy assessment and treatment
- Communicate with you about appointments, care and services
- Maintain accurate clinical records
- Process payments and claims (e.g. Medicare, private health, NDIS)
- Comply with legal, regulatory and professional obligations
- Improve our services and practice operations
4. Disclosure of personal information
We may disclose your personal information to:
- Other healthcare providers involved in your care (with your consent)
- Medicare, private health insurers, NDIS or other funding bodies
- Practice management, billing or secure IT service providers
- Regulatory authorities where required by law
We do not sell or rent your personal information to third parties.
5. Storage and security of information
We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification or disclosure.
This includes:
- Secure electronic practice management systems
- Password protection and access controls
- Secure storage of paper records
We retain personal information only for as long as required by law and professional standards.
6. Accessing and correcting your information
You have the right to:
- Request access to your personal information
- Request corrections if you believe information is inaccurate or incomplete
Requests can be made by contacting us using the details below. We may need to verify your identity before providing access.
7. Website and online services
Our website may use cookies or similar technologies to improve user experience. These do not identify you personally.
If you submit information via our website (e.g. contact forms), reasonable steps are taken to ensure secure transmission and storage.
8. Complaints
If you have a concern or complaint about how we handle your personal information, please contact us first so we can attempt to resolve it.
If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
9. Contact us
If you have any questions about this Privacy Policy or your personal information, please contact:
Flow Physio Rehab
Email: info@flowphysiorehab.com.au
Phone: 0493 802 829
Last updated: 19 December 2025