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Privacy Policy

1. Introduction

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Empelvic Physiotherapy ("we", “us” or "our") is committed to protecting your privacy and handling your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

As a health service provider, we collect and manage sensitive health information and comply with strict privacy obligations.

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2. What is Personal Information?

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“Personal information” means information or an opinion about an identified individual or an individual who is reasonably identifiable. This includes sensitive information such as health information.

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3. The Types of Personal Information We Collect and Hold

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We may collect and hold the following types of personal information:

  • Name, date of birth, address and contact details

  • Emergency contact details

  • Health information (including medical history, pregnancy status, pelvic health information, assessment findings, and treatment notes)

  • Referral information from other health professionals

  • Payment and billing information

  • Medicare, private health insurance or workers compensation details (if applicable)

  • Online booking and enquiry information

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4. How We Collect Personal Information

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We collect personal information in a number of ways, including:

  • Directly from you (e.g. during consultations, intake forms, emails, phone calls)

  • Through our online booking system (Splose)

  • From other healthcare providers (with your consent)

  • From third parties such as insurers or workers compensation schemes

  • Automatically via our website (e.g. cookies, analytics)

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5. The Purposes for Which We Collect, Hold, Use and Share Personal Information

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We collect, hold, use and disclose your personal information for purposes including:

  • Providing physiotherapy and pelvic health services

  • Assessing, diagnosing and treating your condition

  • Communicating with you regarding appointments and care

  • Managing bookings, clinical records, and patient notes via Splose

  • Coordinating care with other health professionals

  • Processing payments and managing accounts

  • Meeting legal, regulatory, or insurance obligations

  • Improving our services and practice operations

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We will only use or disclose your information for the primary purpose it was collected, or for a related purpose you would reasonably expect, or with your consent.

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6. Who We Share Personal Information With

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We may share your personal information with:

  • Other healthcare providers involved in your care (e.g. GPs, specialists)

  • Practice management software providers, including Splose

  • Payment processors and insurers (including workers compensation insurers)

  • IT service providers and cloud storage providers

  • Legal or regulatory bodies where required by law

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We only disclose the minimum amount of information necessary.

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7. How We Store and Protect Personal Information

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We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

This includes:

  • Secure electronic storage using Splose practice management software

  • Password-protected and encrypted systems

  • Secure storage of physical records 

  • Restricting access to authorised personnel only

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Splose stores data on secure cloud-based servers and applies industry-standard security measures to protect patient information.

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We retain your information only for as long as required under Australian healthcare record retention laws.

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8. Accessing and Correcting Your Personal Information

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You may request access to the personal information we hold about you and request corrections if it is inaccurate, incomplete or outdated.

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To do so, please contact us - hello@empelvicphysio.com.au. 


We may require identity verification before releasing information.

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9. Complaints and How We Handle Them

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If you believe your privacy has been breached, you may make a complaint by contacting us.

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We will:

  • Acknowledge your complaint promptly

  • Investigate the issue

  • Respond in writing within a reasonable timeframe

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If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC).

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10. Overseas Disclosure of Personal Information

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We use Splose, a cloud-based practice management system, to store and manage patient information.

This means your personal information may be stored on servers located outside Australia, including but not limited to:

  • United States

  • Other jurisdictions where Splose or its infrastructure providers operate

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We take reasonable steps to ensure that any overseas recipients comply with Australian privacy obligations and maintain appropriate data security standards.

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11. Website and Cookies

Our website may collect limited information such as:

  • IP address

  • Browser type

  • Pages visited

This information is used to improve website performance and user experience.

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12. Anonymity

Where practical, you may choose to remain anonymous or use a pseudonym. However, this may limit our ability to provide clinical services.

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13. Updates to This Policy

We may update this Privacy Policy from time to time. The most current version will be available on our website.

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14. Contact Us

If you have any questions, requests or complaints, please contact: hello@empelvicphysio.com.au 

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