Privacy Policy

Forge Physiotherapy & Performance ("we", "us", "our") is committed to protecting your privacy and handling your personal and health information responsibly, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy explains what information we collect, how we use and store it, and your rights regarding your personal information.

1. What Information We Collect
Depending on your interaction with us, we may collect:

Personal information: name, date of birth, address, phone number, email address, emergency contact details.

Health information (sensitive information): medical history, current condition, treatment notes, assessment results, imaging/referral letters, Medicare/DVA/health fund details, and information relevant to compensable claims (WorkCover, CTP, insurance).

Billing information: payment details, health fund membership details, invoicing history (note: full credit card numbers are processed securely through our payment provider and are not stored by us).

Website and marketing information: contact details submitted via booking or contact forms, appointment history, and, where consented, marketing preferences.

2. How We Collect Information
We collect information directly from you when you:

• Complete an intake or consent form
• Book an appointment (in person, by phone, or online)
• Communicate with us via email, phone, or our website
• Make a purchase (including PILLAR Performance products)

We may also collect information from third parties, such as your referring GP or specialist, other treating practitioners, your health fund, Medicare, DVA, or an insurer/employer in relation to a compensable claim where necessary for your care or claim processing, and generally with your consent.

3. Why We Collect and Use Your Information.
We use your information to:

• Provide safe, appropriate physiotherapy assessment and treatment
• Process appointments, invoices, and payments
• Submit claims to Medicare, DVA, private health funds, or compensable claim insurers on your behalf
• Communicate with you regarding appointments, treatment, and account matters
• Coordinate care with other treating practitioners, with your consent
• Improve our services and, where you have opted in, send you marketing or clinic updates
• Meet our legal, regulatory, and professional obligations (e.g. AHPRA record-keeping requirements)

4. Disclosure of Information

We only disclose your personal and health information where necessary, including to:

• Your referring practitioner, GP, or other treating health professionals involved in your care
• Medicare, DVA, private health funds, and compensable claim insurers, for billing and claims purposes
• Our practice management software provider (Zookal) and other IT/service providers who support our clinic operations, under confidentiality obligations
• Regulatory or legal bodies where required by law (e.g. mandatory reporting obligations, court orders)

We do not sell your personal information to third parties.

5.Storage and Security

• Your information is stored securely in our practice management system (Zookal) and associated systems, with access restricted to authorised staff involved in your care or account management.
• We take reasonable technical and organisational steps to protect your information from misuse, loss, unauthorised access, modification, or disclosure.
• The Physiotherapy Board of Australia's Code of Conduct requires practitioners to keep clear, accurate, and up-to-date clinical records, but does not itself prescribe a fixed retention period; instead it directs practitioners to comply with the health records and privacy legislation of the state or territory in which they practise. Queensland does not currently have dedicated private-sector health records legislation setting a minimum period, so as our professional baseline we retain records for at least 7 years from the date of last contact (adults), and until a minor client turns 25, consistent with the approach recommended across the physiotherapy profession.

6. Access and Correction

You have the right to:

• Request access to the personal and health information we hold about you
• Request correction of any information you believe is inaccurate, incomplete, or out of date

Requests can be made in writing to the contact details below. We may need to verify your identity before releasing information, and in some circumstances access may be limited as permitted by law (e.g. where release could pose a risk to your safety or that of another person).

7. Website and Online Bookings

• Our website may use cookies or similar technologies to improve user experience and analyse website traffic.
• Information submitted through online booking or contact forms is used solely to manage your enquiry or booking and is handled in accordance with this policy.
• We do not knowingly collect personal information from children without parental/guardian involvement via our website.

8. Marketing Communications

• We will only send you marketing communications (e.g. clinic newsletters, promotions) if you have opted in.
• You can unsubscribe from marketing communications at any time via the link provided in the communication or by contacting us directly.

9. Complaints

If you have a concern about how we have handled your personal information, please contact us using the details below. We will investigate and respond to your complaint within a reasonable timeframe.

If you are not satisfied with our response, you may lodge a privacy complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

Note: complaints about the clinical care or conduct of a practitioner (rather than how your information was handled) should instead be directed to the Office of the Health Ombudsman (OHO), Queensland's single point of entry for health service complaints, which works in a co-regulatory model with AHPRA and the Physiotherapy Board of Australia.

10. Changes to This Policy

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

11. Contact Us

For any questions, access/correction requests, or complaints regarding this Privacy Policy, please contact:

Forge Physiotherapy & Performance
39 Ern Harley Drive | 0450426687 | info@forgephysioandperformance.com