Privacy Policy

Two kinds of information, treated differently.

Your everyday details: your name, address, date of birth, email and contact details; information about your family or relatives where it's relevant to your care; who else is involved in looking after you; government identifiers such as your Medicare or DVA number; your health fund details; and your appointment and billing history.

Your health information: a record of your symptoms and medical history, what we find when we assess you, your diagnosis and treatment, specialist reports and test results, prescription information and healthcare identifiers, and anything else we need in order to treat you properly.

Health information is the more sensitive of the two, and we handle it more carefully than we handle a phone number.

Usually straight from you: at your appointment, over the phone, when you book online, or when you send us an enquiry through this website.

Sometimes we collect it from someone else: a person responsible for you if you can't provide it yourself, or from a third party already involved in your care, such as your GP, a specialist, a support coordinator, an employer, an insurer or the My Health Record system. If we do that, it's because it's necessary to treat you safely.

If you send us an enquiry through this site, please keep detailed medical information out of it. We'll take your history properly at your assessment, where it's recorded and protected the way health information should be.

To provide physiotherapy services and to communicate with you and with the other people involved in your care. In practice that means assessing and treating you, keeping a clinical record so the next appointment picks up where the last one left off, billing and processing claims, and reviewing the quality of our own care.

We don't sell your information, and we don't hand it to anyone for marketing.

Your clinical records are held in our practice management software. Access is restricted to staff who need it, protected by individual logins and passwords, and our team is trained on how health information is to be handled.

Our online booking system is embedded on this site. When you book or pay through it, those details go straight into our practice management software rather than staying on this website.

This website may use cookies (small text files placed on your device) to remember your preferences and to help us understand how the site is being used so we can improve it. You can control or disable cookies through your browser settings, though some features of the site may not work properly if you do.

Our mobile physiotherapists treat people in their own homes. That means your clinical record is created wherever your appointment happens, on a device your physiotherapist carries with them, and it goes into the same secure system as every other record. It also means anyone else in the room during your appointment may overhear it. If you'd rather that didn't happen, tell your physiotherapist and we'll work around it.

Telehealth appointments run through the same secure practice management software that holds your clinical record, and they're covered by this policy in the same way as in-clinic ones. See Telehealth Physiotherapy.

If you send us an application, through the form on our Work With Us page or by email to careers@wellmotion.com.au, we collect what you choose to give us: your name and contact details, your qualifications and registration, your CV and anything you write in your note.

We use it to consider you for a role, and for nothing else. It's seen only by the people involved in hiring, and it isn't added to any patient record. If there's no role for you now, we may keep your details so we can contact you if one opens up. Ask us at any time and we'll delete them.

Electronic records are held in password-protected systems with access limited to the staff who need it. Paper records, where they exist, are kept secure on our premises. Our team is trained on privacy obligations, and access to your record is on a need-to-know basis rather than open to everyone.

Where it's lawful and practical, you can deal with us anonymously or under a pseudonym. For most treatment, claims and referrals that won't be practical, and we'll tell you if that's the case.

You can ask us for access to the personal and health information we hold about you, and you can ask us to correct it if something is wrong or out of date. That's your right, not a favour.

Put the request in writing to admin@wellmotion.com.au, or call (02) 8111 5633 and we'll tell you how to send it. We aim to respond within 30 days.

There are limited situations where we can't give full access: for example where doing so would put someone's safety at risk. If that applies, we'll explain why in writing rather than simply declining.

We keep health records for at least 7 years from the last time we provided you with a service. If your information was collected while you were under 18, we keep it until you turn 25 ⁴. After that, records are securely destroyed.

Tell us first. Put it in writing to admin@wellmotion.com.au and we'll look into it and respond. We aim to do that within 30 days. Raising a privacy concern doesn't change the care you get.

If you're not satisfied with how we've dealt with it, you can take it to the Office of the Australian Information Commissioner (OAIC). The OAIC asks that you complain to us first before coming to them, and complaints to the OAIC need to be made in writing. Their enquiries line is 1300 363 992, Monday to Thursday, 10am to 4pm. The OAIC acts as an impartial third party, and its decisions can be appealed ².

For health information, you can also contact the NSW Information and Privacy Commission ³.

That pathway is for privacy specifically. If your concern is about your care or how you were treated, that's handled differently. See our Complaints Policy. If you're an NDIS participant, the NDIS Terms of Service page sets out the NDIS complaints pathway as well.

We may update this policy: if our services change, if the systems we use change, or if the law does. The current version is always the one on this page, dated at the top.

Ask us. That's easier than guessing, and we'd rather answer it.

Email admin@wellmotion.com.au, call (02) 8111 5633, or reach us through our contact page. Our Terms of Use covers how you use this website more generally.