Privacy Policy

Last updated: March 2026

1. Introduction

At Two Bays Physiotherapy, we are committed to protecting your privacy and handling your personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Health Records Act 2001 (Vic).
This policy explains how we collect, use, store, and protect your information when you receive physiotherapy or related services from us.

2. What Information We Collect

We collect personal and health information necessary to provide safe and effective care, including:

Your name, address, date of birth, and contact details
Relevant medical history, treatment notes, referrals, and test results
Support at Home program, Medicare, NDIS, DVA, or private health insurance information
Payment details and billing information
Emergency contact details
Correspondence and forms you submit to us (in person, online, or by email)

3. How We Collect Information

We collect information:

Directly from you during appointments, phone calls, emails, or online forms
From your GP, specialist, or other healthcare professionals (with your consent)
From care coordinators, Support at Home (aged care) providers, or NDIS representatives (with consent)
From your family member or carer (with your consent)

4. Why We Collect Information

We collect your personal and health information so that we can:

Provide Physiotherapy and related health services
Communicate with you and coordinate care with other health professionals
Manage appointments, payments, and administration
Comply with legal, professional, and funding requirements

We will only use or disclose your information for the purpose it was collected, or for related purposes that you would reasonably expect.

5. Disclosure of Information

Your information may be shared:

With other healthcare professionals involved in your care
With Support at Home, NDIS, My Aged Care, TAC, WorkSafe, or other funding bodies (where relevant)
With trusted service providers who assist us in business operations (such as secure practice management or billing systems), and who are bound by confidentiality
When required by law or to protect your safety or the safety of others

We will not share your information for marketing purposes.

6. Data Storage and Security

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

Electronic records are stored securely in password-protected systems that comply with Australian privacy standards.
Paper records (if any) are stored in locked files and securely destroyed when no longer required.
Only authorised personnel have access to client information.

7. Access and Correction

You have the right to access and correct your personal or health information.
To make a request, please contact us in writing. We may need to verify your identity before releasing information.
If any details are inaccurate or incomplete, we will take reasonable steps to correct them promptly.

8. Retention of Records

In accordance with Victorian law, health records are kept for:

At least 7 years from the date of your last service; or
Until you turn 25 years old, if you were under 18 when you last received treatment.
Records are then securely destroyed or permanently deleted.

9. Website and Online Forms

If you contact us through our website, we only collect the information you provide.
Our website may use basic analytics or cookies to improve user experience, but no personal health data is stored online without your consent.
We take care to ensure all online communication is handled securely.

10. Questions or Complaints

If you have questions or concerns about how your information is handled, please contact us:

Two Bays Physiotherapy
Email: info@twobaysphysio.com
Phone: [insert phone number]

11. Updates to This Policy

This Privacy Policy may be updated from time to time.
The most current version will always be available on our website.