Privacy policy

Melbourne Mobile Physio ("we", "us") provides physiotherapy and occupational therapy in people's homes across Melbourne. We handle personal and health information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and the Health Records Act 2001 (Vic). This policy explains what we collect, why, who we share it with and how to contact us.

What we collect

• Clients: name, date of birth, address and contact details; contacts such as family members or carers; health information, including your history, assessments, treatment notes and reports; and funding details such as NDIS, Support at Home, TAC, Medicare or private health insurance information.
• Referrers and care teams: name, organisation, role and contact details of support coordinators, care partners, plan managers, GPs and other professionals.
• Job applicants: what you send us, such as your CV and contact details.
• Website visitors and callers: see "Our website" and "Phone calls" below.

How we collect it

Mostly from you, or from someone acting for you, when you call, email, fill in a form or see one of our therapists. We also receive information from referrers, funding bodies and other health professionals involved in your care, usually through a referral. You can deal with us without giving your name when you make a general enquiry, but we need your details to provide therapy.

Why we use it

• To assess you and provide physiotherapy and occupational therapy.
• To write reports and claim from your funding body, insurer or plan manager.
• To communicate with your care team and referrer, with your consent.
• To book appointments, send reminders and invoices, and run our business.
• To meet our legal, professional and NDIS obligations, and to improve the quality and safety of our services.
• To understand which of our advertising and listings lead people to contact us, using counts rather than details about individuals (see below).

Referral forms

The referral forms on this website are provided by SPLOSE, our practice management system. What you enter goes straight into SPLOSE; it is not stored by our website. Different pages use different copies of the form so we can see which page, advertisement or listing a referral came from.

Our website

This website uses the following tools. None of them receives health information from us.

• Google Analytics and the Google Ads tag use cookies to count visits, see which pages are used, and measure whether our Google ads lead to an enquiry, such as a phone-number tap or a sent contact form.
• Meta pixel, on some pages that our Facebook and Instagram ads link to only, tells Meta that someone visited the page or made an enquiry, so we can measure those ads. It does not receive anything you type. It is not loaded if your browser sends a Global Privacy Control signal.
• How you arrived: while your browser tab is open, the website remembers the first page you visited, the site that sent you, and any advertising codes in the link (for example a Google or Facebook click ID). It is sent to us only if you send a contact form, and is deleted when you close the tab.
• Contact and job forms are emailed to our team through Microsoft 365. We also keep a record that a form was sent, when, and how the visitor arrived, without your name, contact details or message.

You can block or delete cookies in your browser settings, opt out of Google Analytics with Google's browser add-on, and manage ad settings in your Google and Meta accounts. The website works without cookies.

Phone calls

Some of our phone numbers are used only in a particular advertisement, listing or email, so we can count how many calls each one brings. When you call, our phone system records the number you called from, the number you dialled, and the time and length of the call.

Calls to some of these numbers are recorded. You will hear a message at the start of the call if it may be recorded. We use recordings to check that enquiries are handled well and to train our staff. Recordings are kept by our phone provider and deleted automatically after 90 days. If you would rather not be recorded, tell us and we will call you back on a line that is not recorded.

Email updates

We send occasional emails to clients, referrers and care teams, for example about our services and availability. Every email has an unsubscribe link, or you can ask us to stop at any time.

Who we share it with

• Your funding body or insurer, such as the NDIA, your plan manager, your Support at Home provider, the TAC or Medicare.
• Your referrer, GP and other people involved in your care, with your consent.
• Service providers who run systems for us, under confidentiality obligations: practice management (SPLOSE), email and documents (Microsoft 365), accounting (Xero), phones (VoIPline), email updates (Klaviyo), website hosting (Cloudflare), data storage and reporting (Microsoft Azure), and the website tools above (Google and Meta).
• Regulators and others when the law requires or allows it, for example the NDIS Quality and Safeguards Commission.

We do not sell personal information, and we never give health information or client records to advertising platforms. Some of the service providers above may store or process information outside Australia, including in the United States.

Storage and security

Records are stored electronically in secure systems, with access limited to staff who need it. As the Health Records Act requires, we keep health records for at least 7 years after your last appointment, or for a child, until they turn 25. After that we delete or de-identify them securely.

Access and correction

You can ask to see the information we hold about you, and ask us to correct it. Contact us using the details below. We will respond within 30 days. If we can't give you access, we will explain why.

Questions and complaints

Contact us first and we will try to resolve it: call (03) 9123 4423 or email info@melbournemobilephysio.net.au. If you're not satisfied with our response, you can contact:

• Office of the Australian Information Commissioner: oaic.gov.au, 1300 363 992
• Health Complaints Commissioner (Victoria): hcc.vic.gov.au, 1300 582 113
• NDIS participants: NDIS Quality and Safeguards Commission, ndiscommission.gov.au, 1800 035 544

Changes to this policy

We update this policy when how we handle information changes. The date at the top shows the latest version.