Privacy Policy

About this Policy

Melbourne Golf Physio Pty Ltd trading as Melbourne Golf Physio | ABN 82 702 248 253

Updated: 15 October 2026

Melbourne Golf Physio (we, us, our) respects your privacy. This policy explains how we collect, use, hold and disclose personal and health information when you use our physiotherapy services, contact us, book an appointment or visit our website.

We handle information in accordance with applicable legislation, including the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and the Health Records Act 2001 (Vic), including the Health Privacy Principles (HPPs).

1. Information We Collect

Your name, date of birth, contact details, address and emergency contact information.
Your symptoms, injuries, medical history, medications, referrals, imaging and investigation results.
Clinical assessment findings, treatment records, rehabilitation programs and correspondence.
Information about your physical activity, occupation, sport and rehabilitation goals relevant to your care.
Booking, billing, private health insurance, Medicare, DVA and other claiming information, where relevant.
Information provided through telephone, email, SMS, forms and website enquiries.
Website technical information such as IP address, device and browser information and performance analytics data.

We aim to collect only information reasonably necessary for our services or otherwise permitted by law.

2. How We Collect Information

We generally collect information directly from you during booking, intake, consultations, payments and communications. With consent, or where otherwise permitted by law, we may receive information from your GP, specialists, allied health professionals, hospitals, diagnostic providers, insurers, funding bodies or authorised representatives.

We generally obtain consent to collect sensitive health information unless a legal exception applies. We explain relevant collection purposes and consequences of not providing information where required. Insufficient information may affect our ability to provide safe care or process claims.

You may decline to provide certain information. However, if information needed for assessment, safe treatment, bookings or claiming is not provided, we may be unable to provide some services or complete the relevant administrative process.

3. Why We Use Information

To assess, treat and support rehabilitation, including prescribed exercises.
To maintain clinical records and communicate about your care.
To manage bookings, reminders, enquiries and clinic administration.
To coordinate care with relevant health professionals where appropriate.
To process payments, invoices, rebates and eligible claims.
To meet legal, regulatory, professional, insurance and patient safety obligations.

Information is used for the purpose collected, a permitted related purpose, or another purpose where consent or a legal exception applies. Additional protections apply to sensitive health information.

4. Disclosure of Information

We may disclose relevant information to treating healthcare providers, diagnostic services, private health insurers, Medicare or other eligible claiming bodies, authorised representatives, professional advisers, insurers and regulators where necessary and lawful. We also provide limited information to service providers supporting clinic operations. Disclosures without consent occur only where permitted or required by law. We do not sell patient information.

5. Clinical Records, Retention and Disposal

We maintain accurate clinical records of assessments, treatment, clinical reasoning, advice, referrals and relevant correspondence. Victorian health records law generally requires health records to be kept for at least seven years after the last health service, or until the person reaches 25 where the information was collected when they were a child, whichever is later, subject to applicable exceptions and longer obligations.

When destruction is lawful and appropriate, we securely destroy or de-identify information and maintain required written records of disposal. Requests for deletion do not override legal retention requirements.

6. Practice Systems and Third-Party Services

We use third-party service providers to support the operation of our practice:

Cliniko — clinical records, bookings, online scheduling, practice management and invoicing.
Physitrack — prescribed rehabilitation and exercise programs, where used.
Google Workspace, including Gmail — business email and clinical or administrative correspondence.
Tyro Health Online — electronic health insurance claiming and related administration.
Tyro Pro Key — electronic payment processing and applicable claiming functions.
Webforce 5 — website services, including performance analytics.

Relevant patient, transaction, provider and health insurance information may be shared with Tyro, participating health funds and parties involved in processing or verifying payments and claims, as necessary and permitted by law. Other providers may process information for us under their own service terms and privacy notices. Their privacy policies do not replace our obligations. We take reasonable steps to assess their privacy and security arrangements, limit information shared and maintain appropriate access controls.

Our website may also link to independently operated third-party websites. Those sites have their own privacy policies and practices, which we encourage you to review. We do not control their independent activities, subject to any responsibilities imposed on us by law.

7. Information Security

Melbourne Golf Physio takes reasonable physical, technical and organisational steps to protect personal and health information against misuse, interference, loss and unauthorised access, modification or disclosure. Safeguards may include account access restrictions, multi-factor authentication, device protection, secure software and secure physical storage. Despite our efforts, no security measure or electronic system is completely fail-safe or immune to cyberattacks, unauthorised access or technical failure.

8. Overseas Processing and Disclosure

Some service providers may use infrastructure, subcontractors or authorised support personnel outside Australia. Whether this involves overseas storage, access, processing or disclosure depends on the particular provider and its arrangements. Where information is disclosed to overseas recipients, we take reasonable steps required by applicable Australian and Victorian privacy laws. We cannot guarantee that all information is handled exclusively within Australia.

Where overseas disclosure is likely, we identify the countries of overseas recipients where practicable. Details of individual providers’ processing arrangements may also be available in their privacy notices. You may contact us for further information about the providers we use.

9. Email, SMS and Electronic Communication

We may contact you about appointments, reminders, enquiries, invoices and clinical care by telephone, SMS or email using Google Workspace and relevant booking systems. The internet is a public network, and information transmitted electronically may be intercepted, viewed, altered, misdirected or accessed by unauthorised third parties. We take reasonable precautions but cannot guarantee the confidentiality, integrity or uninterrupted delivery of internet-based communications. Please contact us if you wish to discuss an alternative way to provide particularly sensitive documents. Do not use email or SMS for urgent medical concerns. Clinically relevant correspondence may be included in your clinical record.

10. Website and Performance Analytics

Our website, supported by Webforce 5, uses performance analytics to understand website traffic, assess website performance and improve the online experience. Depending on the technology configured, technical information such as IP addresses, device and browser characteristics, pages visited, cookies and similar identifiers may be collected. You can manage cookies through your browser, although some website functions may be affected. The World Wide Web is a public network. Website use, online transactions and file downloads carry risks, including interception or alteration of information, malicious software, viruses and other technical defects. Although we take reasonable precautions, we cannot guarantee that the website, communications or downloadable materials will always be secure, uninterrupted or free of harmful components.

We do not use advertising or remarketing pixels as part of the website arrangements currently described to us. If this changes, we will review our disclosures and any applicable consent requirements. Information submitted through website enquiries is handled under this policy. To the extent permitted by law, Melbourne Golf Physio is not responsible for interference, damage or loss arising solely from circumstances outside our reasonable control. Nothing in this policy excludes, restricts or modifies rights, remedies or obligations that cannot lawfully be excluded, including our obligations under applicable privacy, health records and consumer laws.

11. Marketing Communications

We may send information about services, educational content and clinic programs where we have consent or another lawful basis. Promotional emails and SMS will include required identification and unsubscribe options. You may opt out at any time. Routine booking and treatment communications are separate from promotional marketing. We do not use identifiable clinical information for marketing without appropriate consent or other lawful authority.

12. Photography, Video, Testimonials and Social Media

We seek specific, informed consent before publishing identifiable patient images, video, testimonials or clinical stories for promotional or educational purposes where required. Consent to physiotherapy treatment is not consent to publicity. You may withdraw permission for future use, although content already lawfully distributed may not be fully retrievable.

13. Access to Your Information

You may request access to your personal and health information by contacting us. We may verify your identity and will respond within applicable statutory timeframes; Victorian health record access requests are generally handled within 45 days, subject to applicable procedures and exceptions. Any permitted access fees will be explained in advance. If access is restricted or refused, we will provide the required explanation and information about review or complaint options.

14. Correction and Transfer of Health Records

You may request correction of information you consider inaccurate, incomplete, out of date, irrelevant or misleading. We will respond within applicable statutory timeframes; Victorian health record correction requests are generally handled within 30 days. No fee is charged for requesting correction. Where a correction is refused, you may request that a statement of the correction sought be associated with your record where the law provides.

You may request that relevant health information be made available to another healthcare provider. We will handle transfer requests under the Health Records Act 2001 (Vic), including applicable identity verification, procedures, exceptions and permitted fees.

15. Children and Authorised Representatives

When treating children or people who require assistance with decision-making, we consider the individual’s age, capacity, privacy rights and applicable law. Information may be collected from or shared with a parent, guardian, carer or authorised representative only where appropriate and lawful.

16. Data Breaches

We assess suspected information security and privacy incidents and take appropriate steps to contain, investigate and respond. If a breach meets the requirements of the Notifiable Data Breaches scheme, we will notify affected individuals and the Office of the Australian Information Commissioner as required. Other notification obligations may apply.

17. Anonymity and Identifiers

You may make general enquiries anonymously or using a pseudonym where lawful and practicable. Treatment, clinical record keeping and claims generally require sufficient identifying information. We handle government-issued identifiers, such as Medicare numbers, only as authorised by law.

18. Privacy Enquiries and Complaints

For privacy enquiries, access or correction requests, or complaints, please contact us in writing or by telephone. We will investigate and aim to respond within 30 days, or advise if more time is needed.

Melbourne Golf Physio | Attention: Bethany Robson
25 Burwah Avenue, Brighton East VIC 3187
Phone: 0479 18 18 25
Email: info@melbournegolfphysio.com.au
Website: melbournegolfphysio.com.au

If dissatisfied, you may contact the Office of the Australian Information Commissioner (oaic.gov.au) or the Victorian Health Complaints Commissioner (hcc.vic.gov.au; 1300 582 113), as appropriate.

19. Changes, Practice Transfer or Closure

We may update this policy as services, technology or legal requirements change. The current version will be available on our website or on request. If the practice is sold, transferred or closed, we will manage health records in accordance with applicable Victorian notice, retention, security and access obligations.

20. Consent and Acknowledgement

This policy explains our information-handling practices and does not remove your legal rights. Where specific consent is required for health information collection, optional services, marketing, photography or other uses, we will seek it separately. Providing information does not amount to a waiver of privacy rights.