Privacy Policy
Eastwood Physio and Rehab Clinic
Operated by Embrace Physiotherapy Pty Ltd (ABN 60 657 662 185)
Effective Date: 1st March, 2026
1. Our Commitment to Your Privacy
Embrace Physiotherapy Pty Ltd (ABN 60 657 662 185), trading as Eastwood Physio and Rehab Clinic (“we”, “us”, or “our”), is committed to protecting your privacy and managing your personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth).
As a healthcare provider, we also comply with applicable South Australian health records legislation and professional standards.
This Privacy Policy explains:
What personal information we collect
How and why we collect it
How we store and protect it
Who we may disclose it to
How you can access or correct your information
How you may make a privacy complaint
2. What Personal Information Do We Collect?
We collect personal information that is reasonably necessary to provide physiotherapy and rehabilitation services.
This may include:
Identification and Contact Details
Full name
Date of birth
Address
Email address
Phone number
Emergency contact details
Health Information (Sensitive Information)
Medical history
Injury history
Diagnostic reports
Test results
Referrals
Treatment plans
Clinical notes
Medicare or DVA details
Private health insurance information
Healthcare identifiers
Administrative and Financial Information
Billing and payment details
Appointment history
Claims information
Other Information
Information you provide through our website, forms, email, phone calls or in person
Feedback, enquiries or complaints
Health information is classified as sensitive information under the Privacy Act and is afforded a higher level of protection.
3. How Do We Collect Personal Information?
We collect personal information:
Directly from you when you attend appointments, complete forms, or communicate with us
Through our online booking or practice management software
From third parties with your consent (e.g. GP, surgeon, specialist, insurer)
From government bodies such as Medicare or DVA where permitted by law
From health funds for billing and claims processing
Where practicable, we collect information directly from you.
4. Why Do We Collect and Use Your Information?
We collect, hold and use personal information to:
Provide physiotherapy and rehabilitation services
Assess, diagnose and manage your treatment
Communicate with you regarding appointments and care
Process payments and health fund claims
Comply with legal, professional and regulatory obligations
Manage our business operations
Improve our services and quality assurance processes
Send appointment reminders via SMS, email or phone
Provide information about our services (you may opt out at any time)
We only use your information for the purpose for which it was collected, or for related purposes you would reasonably expect.
5. Disclosure of Personal Information
We may disclose your personal information:
To other healthcare providers involved in your care (with your consent)
To Medicare, DVA, health funds and insurers for claims processing
To third-party service providers (e.g. practice management software, IT providers, payment processors)
Where required or authorised by law (e.g. court orders, mandatory reporting obligations)
To professional indemnity insurers where necessary
We do not sell, rent or trade your personal information.
Where we engage third-party providers, we take reasonable steps to ensure they comply with Australian privacy laws.
We do not routinely disclose personal information overseas. If this becomes necessary, we will take reasonable steps to ensure the overseas recipient complies with Australian privacy requirements.
6. Storage and Security of Information
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Information may be stored:
Electronically in secure, password-protected systems
In encrypted cloud-based practice management platforms
In physical files stored securely on-site (where applicable)
Access is restricted to authorised personnel only.
We retain health records in accordance with legal retention requirements under South Australian law.
7. Access and Correction
You have the right to:
Request access to the personal information we hold about you
Request correction if your information is inaccurate, incomplete or out of date
Requests must be made in writing. We may require proof of identity before providing access.
We may charge a reasonable administrative fee for providing copies of records, where permitted by law.
8. Anonymity and Pseudonymity
Where lawful and practicable, you may interact with us anonymously or using a pseudonym. However, this may limit our ability to provide safe and effective healthcare services.
9. Privacy Complaints
If you believe your privacy has been breached, please contact us in writing.
We will:
Acknowledge your complaint
Investigate the matter
Provide a written response within a reasonable timeframe (generally within 30 days)
If you are not satisfied with our response, you may lodge a complaint with:
Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Website: www.oaic.gov.au
10. Changes to This Policy
We may update this Privacy Policy from time to time. The most current version will always be available on our website.
Contact Us
Embrace Physiotherapy Pty Ltd
Trading as Eastwood Physio and Rehab Clinic
ABN 60 657 662 185
Level 2, Eastwood Private Hospital
204 Greenhill Road
Eastwood SA 5063
Phone: (08) 7082 4963
Email: admin@eprc.com.au