EQUIP REHABILITATION PRIVACY POLICY

Effective date: 14 July 2026
Last reviewed: 14 July 2026

1. OUR COMMITMENT TO PRIVACY

Equip Rehabilitation is committed to protecting your privacy and handling your personal information respectfully, transparently and securely.

As a private health service provider, we are required to comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and other applicable health-record and privacy requirements.

This policy explains how Equip Rehabilitation collects, holds, uses, discloses and protects personal information, including sensitive health information.

Information about the Australian Privacy Principles is available from the Office of the Australian Information Commissioner at www.oaic.gov.au.

1. WHAT PERSONAL INFORMATION WE COLLECT

The information we collect depends on your relationship with us and the services we provide. It may include:

• Your name, date of birth, address, email address and telephone number.

• Emergency contact, representative, guardian, nominee or carer details.

• Health information, diagnoses, medical history, medications, symptoms, functional abilities, treatment history and rehabilitation goals.

• Referral information, clinical reports, assessments, treatment notes, care plans, photographs or recordings where clinically appropriate and consented to.

• Medicare, private health insurance, NDIS, NIISQ, Home Care Package or other funding and billing information.

• Details of your treating practitioners, support coordinator, plan manager, support providers and other members of your care team.

• Appointment, communication, payment and account information.

• Feedback, complaints and incident information.

• Website and technical information, including IP address, browser type, device information, cookies and website usage data.

• Any other information you choose to provide to us.

Health information is sensitive information under the Privacy Act and receives additional protection.

1. HOW WE COLLECT PERSONAL INFORMATION

Where reasonable and practicable, we collect personal information directly from you. We may collect information:

• During enquiries, assessments, consultations and treatment.

• Through telephone calls, email, SMS, website forms, online referral forms and website chat.

• Through appointment, consent, service agreement and feedback forms.

• From your authorised representative, family member, guardian, nominee or carer.

• From referrers, hospitals, medical practitioners, allied health professionals and other members of your care team.

• From support coordinators, plan managers, funding bodies, insurers or government agencies where authorised.

• From publicly available sources where appropriate.

• Automatically through cookies, analytics and similar website technologies.

If another person provides us with your information, we will take reasonable steps to ensure you are aware of the collection where required.

Please do not provide another person’s personal or health information unless you are authorised to do so.

1. WHY WE COLLECT, HOLD AND USE PERSONAL INFORMATION

We collect, hold and use personal information where it is reasonably necessary to provide and manage our services. This may include:

• Responding to enquiries and referrals.

• Assessing your needs and providing physiotherapy and rehabilitation services.

• Developing, reviewing and documenting treatment and rehabilitation plans.

• Communicating with you and coordinating with your authorised care team.

• Managing appointments, reminders, accounts, invoicing and funding claims.

• Preparing reports and meeting clinical, professional, contractual and legal obligations.

• Maintaining clinical quality, safety, training and service improvement.

• Handling feedback, complaints, incidents and insurance matters.

• Operating, securing and improving our website and business systems.

• Sending service information or marketing communications where permitted and appropriate.

We will only collect sensitive information where you consent and the information is reasonably necessary for our functions or activities, or where collection is otherwise permitted or required by law.

We will not use your health information for direct marketing without your consent. You can opt out of marketing communications at any time by using the unsubscribe option or contacting us.

1. WHEN WE DISCLOSE PERSONAL INFORMATION

We may disclose personal information where reasonably necessary for your care or the operation of our services, including to:

• Your authorised representative, guardian, nominee, family member or carer.

• Treating medical practitioners, allied health professionals, hospitals and other members of your care team.

• Support coordinators, plan managers, funding bodies, insurers and government agencies where authorised or required.

• Contractors and service providers supporting our operations, including practice-management, secure communications, information technology, website hosting, cloud storage, accounting and payment providers.

• Professional advisers, insurers, auditors or regulators.

• Emergency services, law-enforcement bodies, courts or other parties where required or authorised by law.

We do not sell personal information.

Where practical, we will obtain your consent before sharing information with other providers involved in your care. Disclosure may occur without consent where permitted or required by law, including to prevent or lessen a serious threat to health or safety.

1. WEBSITE, COOKIES AND ANALYTICS

Our website may use cookies and similar technologies to operate correctly, understand website usage, improve user experience and measure advertising performance.

These technologies may collect information such as your IP address, device, browser, pages visited and interactions with the website.

Our website may contain links to third-party websites. Equip Rehabilitation is not responsible for the privacy practices or content of those websites. We recommend reviewing their privacy policies.

Online forms and website chat should not be used for emergencies. If you require urgent medical assistance, call 000.

1. OVERSEAS STORAGE AND DISCLOSURE

Some technology and service providers used by Equip Rehabilitation may store or process information using systems or servers located outside Australia. The countries involved may change depending on a provider’s infrastructure and subcontractors.

Where personal information may be disclosed overseas, we will take reasonable steps to ensure it is handled in accordance with applicable Australian privacy requirements unless an exception applies.

You may contact us for further information about the providers relevant to your information.

1. SECURITY OF PERSONAL INFORMATION

We take reasonable physical, technical and administrative steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

These measures may include access controls, passwords, secure systems, staff confidentiality requirements, backups and appropriate disposal processes.

No electronic transmission or storage system can be guaranteed to be completely secure.

If we become aware of a data breach, we will assess and respond to it in accordance with the Notifiable Data Breaches scheme and other applicable requirements.

1. RETENTION AND DISPOSAL

We retain clinical and business records for as long as required by applicable laws, professional obligations, funding arrangements and legitimate business needs.

Clinical records are generally retained for at least seven years from the date of the last entry and longer where required, including for records relating to children or particular legal, contractual or funding circumstances.

When information is no longer required, we take reasonable steps to securely destroy or permanently de-identify it unless we are required or permitted to retain it.

1. ACCESSING AND CORRECTING YOUR INFORMATION

You may request access to the personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

Requests should be made in writing using the contact details below. We may ask you to verify your identity before providing access or making a correction.

We do not charge a fee for making an access request. We may charge a reasonable administrative fee for providing access or copies where permitted.

In limited circumstances, we may refuse access or correction as authorised by law. If this occurs, we will generally provide written reasons and explain the available complaint options.

1. PRIVACY COMPLAINTS

If you have a privacy concern or believe we have not handled your information appropriately, please contact us using the details below and describe your concern.

We will acknowledge your complaint and aim to provide a written response within 30 days. Some matters may require additional time. If so, we will keep you informed.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au.

1. CHANGES TO THIS POLICY

We may update this policy when our practices, systems or legal obligations change.

The current version will be published on our website with its effective date and last-reviewed date.

1. CONTACT US

For privacy enquiries, access or correction requests, or complaints, contact:

Privacy Officer
Equip Rehabilitation
Ground Floor, 391 Ashmore Road
Ashmore QLD 4215

Email: info@equiprehabilitation.com.au
Phone: 0400 758 119