Introduction

Whole Health Osteo and Rehab (ABN: 13622018642) operates two clinic locations in Melbourne, Victoria - South Morang and Eltham. We are committed to protecting your privacy in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

​

This Privacy Policy applies to all personal information collected through our website, online booking services, clinical services, and any other interactions you have with us. By using our website or services, you consent to the collection, use, and disclosure of your personal information as described in this policy.

​

Information We Collect

We may collect the following categories of personal and sensitive information:

• Contact information: name, email address, phone number, and residential or postal address.

• Medical and health information: health and medical history, presenting complaints, treatment notes, clinical assessments, and other information necessary for providing care.

• Booking information: date, time, appointment type, and practitioner preference.

• Payment information: credit card details and billing address, processed securely through our third-party payment gateway. We do not store full credit card details on our own systems.

• Third party funding information: where applicable, WorkCover claim numbers, TAC claim numbers, case manager and insurer details, DVA card type and file number, NDIS participant number and plan management details, Medicare card details, and GP referral information.

• Health fund information: private health insurance membership details for the purpose of processing claims.

• Website and contact form data: name, email address, and any information you voluntarily submit through our website contact forms or enquiry functions.

• Appointment Transcripts: With your prior knowledge and consent, we may use voice-capture software during clinical or administrative interactions. Voice recordings are never kept and transcripts are used solely for the purposes for which consent was obtained, are stored securely, and are not shared with third parties except where required by law or with your explicit consent.

• Cookies and analytics data: We use cookies and third-party analytics tools, such as Google Analytics, to understand how visitors use our website. This may include your IP address, browser type, pages visited, and time spent on our site. You may disable cookies through your browser settings; however, this may affect the functionality of our website.

 

How We Use Your Information

We use the information we collect to:

• Facilitate and manage appointments and clinical care across our clinic locations.

• Provide osteopathic and allied health services.

• Process payments and third party funding claims including Medicare, WorkCover Victoria, TAC, DVA, and NDIS.

• Send appointment confirmations, reminders, and clinical communications.

• Maintain accurate clinical and treatment records as required by law and our professional obligations under AHPRA registration standards.

• Respond to enquiries submitted through our website or by phone.

• Analyse website usage to improve our online presence and services.

• Comply with legal, regulatory, and professional requirements.

​

Sensitive Information

Health and medical information is classified as sensitive information under the Privacy Act 1988 (Cth). We collect, use, and disclose sensitive information only for the purpose of providing you with clinical care, processing your funding claims, and meeting our legal and professional obligations. We will not use or disclose sensitive information for any other purpose without your explicit consent.

​

Where we collect information about patients who are minors, we do so with the consent of a parent or legal guardian. Parents and guardians retain the right to access records held about their child subject to the provisions of the Privacy Act 1988 (Cth) and applicable Victorian legislation.

​

Voice Capture

We may use voice capture software in some clinical or administrative contexts. You will always be informed before any recording or transcription takes place and your consent will be obtained. You have the right to decline voice capture without this affecting the care or services you receive. Recordings are never kept and transcriptions are stored securely, used only for the stated purpose, and are not disclosed to third parties except where required by law or with your explicit consent. Retention periods for voice recordings are the same as those applied to clinical records.

​

Disclosure of Your Information

We may share your personal information with:

• Our practitioners and administrative staff involved in your care and appointment management.

• Third-party service providers for appointment scheduling, payment processing, and clinical communication, including Cliniko and other platforms used to operate our services. These providers are required to handle your information in accordance with applicable privacy laws.

• Our website platform provider, Wix, which may independently collect certain data through your use of our website. Please refer to Wix's own privacy policy for details.

• Medicare, WorkCover Victoria, the Transport Accident Commission, the Department of Veterans Affairs, the National Disability Insurance Agency, and relevant insurers, plan managers, or case managers where you have authorised us to make claims or communicate on your behalf.

• Other treating practitioners, specialists, or referrers where clinically appropriate and with your consent.

• Legal authorities or regulatory bodies where required by law, court order, or to protect our legal rights and obligations.

• We do not sell, rent, or trade your personal information to third parties for marketing purposes.

​

Cookies and Third Party Tracking

Our website uses cookies and may use third-party analytics and advertising tools. Cookies are small files stored on your device that help us understand how our website is used. We may use:

• Analytics tools such as Google Analytics to track website traffic and user behaviour in aggregate.

• Meta Pixel or similar tools for the purpose of measuring the effectiveness of advertising campaigns.

You can control cookie settings through your browser. Disabling cookies may limit the functionality of some parts of our website. By continuing to use our website, you consent to our use of cookies as described in this policy.

​

Data Retention

We retain personal information for as long as necessary to fulfil the purposes for which it was collected and to meet our legal and professional obligations.

• Clinical records for adult patients are retained for a minimum of 7 years from the date of last entry.

• Clinical records for patients who were minors at the time of treatment are retained until the patient reaches 25 years of age or for 7 years from the date of last entry, whichever is longer. 

• Financial records are retained for a minimum of 7 years in accordance with Australian taxation law.

• Where information is no longer required, we take reasonable steps to destroy or de-identify it securely.

​

Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, and disclosure. Our clinical and appointment management systems employ administrative, technical, and physical security measures appropriate to the sensitivity of the information held.

​

No method of transmission over the internet is completely secure. While we take all reasonable precautions, we cannot guarantee the absolute security of information transmitted to or from our website.

​

In the event of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner in accordance with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth).

​

Your Rights

You have the right to:

• Request access to the personal information we hold about you.

• Request correction of information that is inaccurate, incomplete, or out of date.

• Withdraw consent to the collection or use of your information where consent is the basis for collection, subject to our legal and professional obligations.

• Opt out of receiving promotional or marketing communications from us at any time.

• Request deletion of your information, subject to our legal obligations to retain clinical and financial records.

• Make a complaint if you believe we have breached your privacy rights.

 

To exercise any of these rights, please contact us in writing at info@wholehealthosteo.com. We will respond to requests within a reasonable timeframe and in accordance with our obligations under the Privacy Act 1988 (Cth).

​

Complaints

If you have a concern or complaint about how we have handled your personal information, please contact us in the first instance at info@wholehealthosteo.com. We will acknowledge your complaint promptly and work to resolve it within 30 days.

​

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

​

Third Party Websites

Our website may contain links to third party websites. We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies independently.

​

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or services. The current version will always be available on our website. Material changes will be communicated where practicable. Your continued use of our services following any update constitutes acceptance of the revised policy.

​

Contact

Whole Health Osteo and Rehab
Email: info@wholehealthosteo.com
Website: wholehealthosteo.com