Privacy Policy

1. What information we collect

We may collect the following types of personal information:

Personal identification information: name, email address, phone number, and residential address.

Health information: details about your medical history, current health conditions, injuries, medications, and treatment progress. This is considered sensitive information under the Privacy Act and is handled with the highest level of care.

Referral and clinical information: information provided by your GP, specialist, or other health professionals involved in your care.

NDIS information: if you are an NDIS participant, we may collect your NDIS plan details, funding categories, and support coordinator contact information.

Website usage information: when you visit our website, we may collect non-identifiable information such as browser type, pages visited, and time spent on the site, via cookies and analytics tools.

2. How we collect your information

We collect personal information in the following ways:

• Directly from you when you complete our online enquiry or booking form
• Via email correspondence to info@kncphysiotherapy.com.au
• During your initial assessment and throughout the course of your treatment
• From third parties such as your GP, specialist, hospital, or NDIS support coordinator (with your consent)
• From Medicare, DVA, or your private health insurer where applicable

3. Why we collect and use your information

We collect and use your personal and health information to:

• Provide physiotherapy assessment, treatment, and ongoing care
• Communicate with you about appointments, treatment plans, and progress
• Coordinate your care with other health professionals involved in your treatment
• Process Medicare, DVA, NDIS, or private health insurance claims
• Meet our legal and professional obligations as registered health practitioners
• Improve the quality of our services
• Respond to your enquiries submitted through our website

We will not use your information for any purpose other than those described above without your consent.

4. Disclosure of your information

We may disclose your personal information to:

• Other treating health professionals involved in your care (e.g. your GP, specialist, or allied health team) where clinically appropriate
• Medicare, DVA, NDIS, or your private health insurer for billing and claiming purposes
• Our contracted service providers who assist us in operating our practice (e.g. practice management software providers), who are bound by confidentiality obligations
• Regulatory bodies such as AHPRA if required by law

We will not sell, rent, or trade your personal information to third parties. We will not disclose your information to overseas recipients unless required by law or with your explicit consent.

5. Storage and security of your information

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Your clinical records are stored securely using encrypted, password-protected practice management systems.

We retain health records in accordance with the requirements of the Health Records Act 2001 (Vic) — generally a minimum of seven years from the date of last service, or until a patient turns 25 years of age (whichever is later) for records relating to minors.

When information is no longer required and retention obligations have been met, we will take reasonable steps to destroy or de-identify it securely.

6. Accessing and correcting your information

You have the right to request access to the personal information we hold about you, and to request corrections if you believe it is inaccurate, incomplete, or out of date.

To make an access or correction request, please contact us at info@kncphysiotherapy.com.au. We will respond to your request within a reasonable timeframe (generally within 30 days). In some circumstances, we may be unable to provide access — for example, where doing so would pose a serious threat to the health or safety of another person. We will explain any such refusal in writing.

7. Cookies and website analytics

Our website may use cookies — small text files stored on your device — to improve your browsing experience and understand how visitors use our site. You can disable cookies through your browser settings; however, this may affect the functionality of some parts of our website.

We may use third-party analytics tools to collect aggregated, non-identifiable data about website traffic and usage patterns. This information does not identify you personally.

8. Complaints

If you believe we have handled your personal information in a way that does not comply with the Australian Privacy Principles, you are entitled to make a complaint.

Please contact us in the first instance at info@kncphysiotherapy.com.au and we will endeavour to resolve your concern promptly and fairly.

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.

9. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website. We encourage you to review this policy periodically.

10. Contact us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

KNC Physiotherapy Email: info@kncphysiotherapy.com.au Service area: Ballarat & Bendigo regions, VIC