PRIVACY POLICY

Our commitment to your privacy 

We are committed to handling personal information about you, including health information about you, in accordance with the requirements of the Commonwealth Privacy Act 1988. 

In this Policy, we explain: 

• what kind of information we collect and hold about you
• how and why we collect it 
• what we do with that information and who we share it with (and when)
•  your right to seek access to, and if required correction of, the records we hold about you 
• your right to make a privacy complaint, to us and others 
• whether we are likely to disclose information about you to overseas recipients.

What kind of personal information do we collect about you? 

We collect and hold the following kind of information about you: 

•  your name, address, date of birth, email and contact details 
• information about your family or relatives 
•  information about other health professionals involved in your care 
•  fitness & performance data: exercise programs, movement assessments, training logs, strength/conditioning metrics, and physiological or biometric data/images tracking your physical progress 
• any government identifiers such as Medicare number, DVA number. However, we do not use these for the purposes of identifying you in our practice 
• other health information about you such as a record of your symptoms, your relevant medical history, the diagnosis made and the treatment we give you:          - specialist reports - test results - your appointment and billing details - your prescriptions - your healthcare identifier
• your health fund details - other information about you collected for the purposes of providing care to you

How do we collect and hold your personal information? 

We will generally collect personal information about you in these ways: 

• directly from you when you give us your details (e.g., face-to-face, over the phone, via registration form or an online form) 
• from a person responsible for you
•  from a third party where we are permitted by law to do that (e.g. other health care professionals involved in your care, from your health insurer, from the My Health Record system etc.).

Why do we collect and use information about you? 

We primarily collect and use your personal and health information to provide our physiotherapy services (where relevant) and fitness/performance coaching services, track your physical progress safely, and communicate effectively with you and others involved in your care. We also sometimes use that information for other purposes, including: 

• to help us manage our accounts and administrative services, including billing, arrangements with health funds, pursuing unpaid accounts, management of our IT systems 
• to send you automated session reminders, training schedule updates, and clinical notifications, and 
• to conduct accreditation, quality assurance or internal audits.

When and why might we share information about you with others? 

We may disclose information about you to others outside of our practice as permitted or required under law. This will include situations where we disclose information about you in order: 

• to comply with our legal obligations (e.g. mandatory reporting under legislation, responding to a court order or subpoena) 
•  to consult with other health professionals involved in your healthcare 
• to get test results from diagnostic and pathology services
• to claim on insurance 
• to communicate with your health fund, with government and other regulatory bodies such as Medicare 
• to help us manage our accounts and administrative services (e.g. billing or debt recovery, arrangements with health funds, pursuing unpaid accounts etc.) 
• to deliver SMS reminders and manage billing (e.g. Trainerize/Medicare/Tyro) through third-party tools which are compliant with the Australian Privacy Principles 
•  to lessen or prevent a serious threat to a patient’s life, health or safety or a serious threat to public health or safety 
• to help in locating a missing person 
• to establish, exercise or defend an equitable claim through the My Health Record
•  to prepare the defence of anticipated or existing legal proceedings 
•  to discharge notification obligations to liability insurers.

Your right to seek access to and to seek correction of the information we hold about you 

You have the right to seek access to and correction of the personal information we hold about you. 

We will aim to respond to your request within 30 days. To make the request, you should contact admin@qawi.com.au. 

If you think that the information we hold about you is not correct, let us know in writing. We will take reasonable steps to correct your personal information where the information is not accurate or up-to-date. From time to time, we may also ask you to verify that the information we hold about you is correct and current. And please notify us if and when your contact details change (see ‘how to contact us’).

Security: how we hold your personal information 

We take reasonable steps to protect the information we hold about you. These are designed to prevent unauthorised access, modification or disclosure and to prevent misuse and loss. This includes: 

• holding information in a lockable cabinet 
• holding information on an encrypted database
• clinical & health records: securely held on Cliniko, an encrypted practice management database designed for medical data security 
•  coaching & fitness performance data: securely held on Trainerize, an encrypted digital coaching platform used to manage and deliver your physical programming
•  holding information in secure cloud storage • getting staff to sign confidentiality documents 
• providing staff with training or induction etc. about confidentiality and (in particular) security issues 
• access to information restricted on a ‘need to know’ basis and strong password protections when accessing the information on a computer. 
• Access is restricted to authorised staff via two-factor authentication

Your right to receive treatment from us anonymously (or by using a pseudonym) 

Where it is lawful and practicable for us to do so, you can be treated anonymously or through use of a pseudonym (a name other than yours).

Disclosing information about you overseas 

We may disclose your personal information to the following overseas recipients: 

• any health professional who helps us to provide our physiotherapy services to you (e.g. health professionals who treated you when you were overseas) or anyone else you authorise us to contact 
•  overseas cloud-based storage 

We generally store your primary health and personal clinical information on secure servers located within Australia (via Cliniko). However, we may use third-party service providers for business tasks and Qawi Club utilises Trainerize for coaching and fitness programming, and other standard tools for operational tasks, such as communication, social media engagement and data back-up. Some of these service providers may store or process data in overseas jurisdictions. By providing us with your personal information, you consent to this disclosure.

If you have a privacy-related concern about us 

If you have concerns about the way we’ve handled your privacy, let us know. You should do that in writing. We will then try to respond to you within 30 days. 

If you are not satisfied with our response, you can refer your complaint to the Office of the Australian Information Commission, whose contact details are: 

Phone: 1300 363 992 

Email: enquiries@oaic.gov.au 

Post: GPO Box 5218 Sydney New South Wales 2001 

Website: https://www.oaic.gov.au/privacy/privacy-complaints/

Updating this policy 

We will update this policy from time to time, to reflect any changes in our information-handling practices or the law or both. 

We will notify you of changes to the policy by posting the updated version within our Online Booking portal. This document was last updated in August 2026.

How to contact us 

To contact us about any privacy related issues, please contact us via email at: admin@qawi.com.