Privacy Policy

What does this Privacy Policy cover, and why does it matter?

It explains how RESOLUTION PHYSIOTHERAPY PTY LTD (ABN: 97 600 306 116 | ACN: 600 306 116) handles your personal and health information, and how you can access, correct, or complain about our handling of that information.

Effective Date: 22 July 2025

1. Our commitment to your privacy

RESOLUTION PHYSIOTHERAPY PTY LTD (ABN: 97 600 306 116 | ACN: 600 306 116) is committed to protecting the privacy of our patients.

We are bound by the Australian Privacy Principles under the Privacy Act 1988 (Cth) and the Health Privacy Principles under the Health Records and Information Privacy Act 2002 (NSW). This Privacy Policy explains how we collect, use, disclose, and protect your personal information and health information.

2. What information do we collect

We collect information that is reasonably necessary to provide you with safe and appropriate physiotherapy care. This may include the following.

Personal information

  • Name
  • Date of birth
  • Residential and postal address
  • Email address
  • Phone number

Health information (sensitive information)

  • Medical history including pre existing conditions, allergies, and medications
  • Symptoms, diagnosis, and treatment plans
  • Consultation notes, clinical images, and reports
  • Referrals from and reports to healthcare providers such as your GP or specialist
  • Medicare, DVA, or private health fund details
  • Information related to WorkCover, compulsory third party claims, or insurance matters

Billing information

  • Limited payment details where relevant
  • Billing history and account records

3. How we collect your information

Where possible, we collect information directly from you. This may occur when you do the following.

  • Complete a patient intake or registration form
  • Attend or participate in a consultation
  • Contact us by phone, email, social media, or via our website

We may also collect information from another source when needed.

  • Your referring doctor, specialist, or other healthcare provider
  • A family member, guardian, or carer if you cannot provide information yourself
  • An insurer such as WorkCover or your private health fund

We only collect information from third parties with your consent unless required or allowed by law.

4. Why we collect, use, and disclose your information

We collect, use, and disclose your information for the purposes below.

Primary purpose

  • Providing physiotherapy and related health services including assessing your condition, planning treatment, and managing ongoing care

Secondary purposes

  • Administration Managing appointments, records, billing, and payments
  • Communication Sending reminders and contacting you about your care or clinic updates. You may opt out of marketing messages anytime.
  • Care coordination Communicating with health professionals involved in your care with your consent
  • Insurance and claims Liaising with Medicare, DVA, WorkCover, private health funds, and insurers
  • Legal obligations Meeting regulatory requirements including mandatory reporting or responding to court orders
  • Quality improvement and research Internal auditing, accreditation, and improvement activities. Information used is de identified where possible. Explicit consent will be sought for research participation.

We won’t use or disclose information for other purposes unless you give consent or the law allows it.

5. How we store and protect your information

We take reasonable steps to ensure your information is protected from misuse, loss, and unauthorised access.

Electronic records

  • Secure practice management systems
  • Role based access controls
  • Password protection and routine security updates

Physical records

  • Secure onsite storage
  • Restricted access for authorised staff only

If a data breach occurs and is likely to result in serious harm, we follow the Notifiable Data Breaches scheme including assessment, mitigation, and notification where required.

6. Access to and correction of your information

You have the right to access or request corrections to your information.

To request access or correction:

  1. Put your request in writing to our Privacy Officer
  2. Provide enough detail for us to locate your record
  3. Include proof of identity

We usually respond within 30 days. A small fee may apply for copies. If access is refused, we’ll explain why and outline your options.

7. Disclosure to overseas recipients

We may use third party services such as cloud storage that store data overseas. We take reasonable steps to ensure overseas providers comply with Australian privacy law and this policy.

8. How to make a privacy complaint

If you’re concerned about how we’ve handled your information, you may lodge a complaint.

Privacy Officer
RESOLUTION PHYSIOTHERAPY PTY LTD (ABN: 97 600 306 116 | ACN: 600 306 116)
Email: gymea@physiofocus.com.au
Phone: (02) 9526 6686
Postal address: Shop 1, 106 Gymea Bay Road, Gymea, NSW 2227

We’ll investigate and respond within a reasonable time.

If you’re not satisfied, you can escalate your concern.

Office of the Australian Information Commissioner
Phone: 1300 363 992
Website: www.oaic.gov.au

Information and Privacy Commission NSW
Phone: 1800 472 679
Website: www.ipc.nsw.gov.au

9. Policy updates

This policy may be updated periodically. The latest version will always be available on our website or at clinic reception. We encourage you to review it regularly.

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