Inform Physio Care’s Privacy Policy
1. Introduction
Inform Physio Care Bendigo (“we”, “us”, “our”) is committed to protecting the privacy and security of your personal information. This policy explains how we collect, store, use and disclose your personal and health information, in compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as relevant health records legislation in Victoria.
2. What kinds of information we collect
We may collect the following types of information, where reasonably necessary for our services:
Personal identity information: name, date of birth, address, phone number, email.
Health information: medical history, current condition/diagnosis, treatment notes, referrals, scans or test results, medications, and other relevant clinical details.
Payment and billing information: Medicare number (if used), private health insurer details, bank account or credit card details, invoices and payment history.
Emergency contact information.
Other information: how you came to us (referrals), your preferences (e.g. contact methods), availability, claims history, etc.
3. How we collect your information
We may collect information:
directly from you (forms, consultations, phone, email, clinic visits);
from third parties, where relevant (e.g. referring practitioners, your GP, hospitals, insurers) with your consent or as permitted by law;
via our website, if you make bookings, contact us, or sign up for updates.
4. Purpose of collection & use
We use your information for purposes including:
providing physiotherapy services (assessment, treatment, referrals, follow-ups);
managing bookings, invoicing, and payments;
meeting regulatory, professional, and insurance requirements;
communicating with you (e.g. appointment reminders, follow-ups, relevant health information);
quality assurance, auditing, and improving our services;
where required or permitted by law.
5. Storage and security
We protect your information by:
securely storing physical records in locked cabinets;
using encrypted electronic systems and backups;
restricting access to staff who need the information to do their job;
training staff in privacy and confidentiality;
securely destroying or de-identifying information when no longer needed.
6. Disclosure of information
We may disclose your information:
to other health professionals (e.g. GP, specialists, allied health) where required for your treatment;
to insurers, Medicare, or third-party payers for billing;
to people you authorise;
to regulators where required by law;
to service providers assisting in clinic operations (IT, hosting, auditing) under confidentiality agreements.
We will only disclose to third parties outside Australia if appropriate safeguards are in place or with your consent.
7. Your rights
You have the right to:
access the personal and health information we hold about you;
request corrections if it is inaccurate, incomplete, or outdated;
request we stop using or disclosing your information for certain purposes (subject to legal obligations);
withdraw consent to marketing at any time.
8. Retention of records
We retain health information as required under Victorian legislation (generally 7 years from the last entry for adults, or until the patient turns 25 if collected while under 18). Once no longer needed, records are securely destroyed or de-identified.
9. Cookies and website use
When you use our website, we may collect technical information (IP address, browser type, pages visited) and use cookies to improve your experience. You can disable cookies in your browser, but some site functions may be limited.
10. Online tracking & advertising
Our website and online services may use tracking technologies such as cookies, pixels, and tags provided by third parties (including Meta/Facebook, Google, and others). These tools help us understand website traffic, improve our services, and deliver advertising that is more relevant to you.
You may see our ads on other websites or social media platforms because of remarketing tools that track your visit to our website. This is done through the use of cookies, which can be disabled in your browser settings if you choose.
11. Marketing & lead generation platforms
We use marketing platforms such as Meta (Facebook/Instagram) and GoHighLevel (GHL) to collect and manage leads. This may involve:
Collecting information you provide via online forms, landing pages, or chatbots.
Storing your details in our CRM for follow-up, appointment booking, or sending information you request.
Sending you SMS or email reminders, updates, or promotions (you can unsubscribe at any time).
Using de-identified data to create lookalike or custom audiences for advertising purposes.
We do not sell your data to third parties. All personal information shared with service providers is handled securely and in line with Australian Privacy Principles.
12. Your choices regarding marketing & tracking
You can:
Adjust your browser settings to refuse cookies or limit tracking.
Opt out of personalised ads via your social media ad preferences.
Unsubscribe from our emails or SMS at any time.
Contact us directly to request deletion of your data from our marketing systems.
13. Marketing communications
We may use your contact details to send clinic updates, offers, or health tips. You can opt out of these communications at any time by following the unsubscribe link or contacting us directly.
14. Complaints
If you believe we have breached your privacy rights, please contact us:
Phone: (03) 5443 5855
Address: 332 Napier Street, Bendigo VIC 3550
We will investigate and respond within a reasonable time. If unresolved, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
15. Changes to this policy
We may update this policy from time to time. The latest version will always be available on our website.
Last updated: September 2025