Privacy Policy

1.0 Our Commitment

At Wollongong Osteopathy we respect your privacy and are committed to handling personal and health information carefully. This policy explains what we collect, why we collect it, how we use and protect it, and how you can raise a privacy concern. It applies to our osteopathic services, administration and communications, including online services where offered.

2.0 Information We Collect

We collect information reasonably needed to provide care and operate the clinic. This may include:

• Your name, date of birth, contact details and relevant identification details.
• Health history, symptoms, injuries, medications, referral information, assessment findings, treatment plans and clinical notes.
• Appointment records, correspondence and feedback.
• Billing, payment and relevant insurer or funding information.
• Emergency contact details and information about an authorised representative, where appropriate.

3.0 How We Collect Information

We usually collect information directly from you through registration forms (including online platform Cliniko and in-clinic forms), consultations, telephone calls, emails and appointment or payment processes. Where appropriate and authorised, we may also receive information from a referring practitioner, other treating professionals, your representative, insurer or funding organisation.

If you choose not to provide information necessary for safe treatment or administration, we will discuss any resulting limits on the services we can provide. Please avoid sending sensitive clinical details through public social-media channels.

4.0 Use, Disclosure and Consent

We use your information to assess and treat you, maintain clinical records, coordinate care, manage appointments, process payments and claims, respond to enquiries, and meet applicable legal and professional obligations.

We only share information for an appropriate purpose and limit disclosure to what is reasonably necessary. Recipients may include:

• Other practitioners within Wollongong Osteopathy, where they need the information for their duties.
• Insurers (work cover, MVA schemes) and other funding organisations (Medicare, DVA, private health insurers etc) for authorised claims and related administration.
• IT service providers, practice management software providers, and administrative contractors (bound by confidentiality).
• Government agencies when required by law (e.g. court orders, mandatory reporting).

We do not sell patient information. Consent for optional activities, such as promotional messages, testimonials, teaching materials or publication of images, will be sought separately where required and will not be made a condition of treatment. You may withdraw consent for future optional uses by contacting the clinic. Withdrawal does not undo earlier authorised use or override mandatory recordkeeping obligations.

5.0 Storage, Security and Retention

We use reasonable safeguards appropriate to the sensitivity of health information. These include restricted access to records, secure storage, staff confidentiality requirements and appropriate protection of electronic systems. Access is limited to authorised people who need information for their work.

We retain records for the periods required by applicable law and professional obligations, and for legitimate care or administrative needs. When information is no longer required, we securely destroy it or de-identify it where appropriate.

If we become aware of a privacy or security incident, we will assess it, take steps to contain it and notify affected people and relevant authorities where required.

6.0 Online Services and External Providers

This website does not collect patient details through an on-site form. Appointment bookings open the clinic’s external Cliniko booking service. Please review its privacy information before submitting personal or health information.

For questions about how Wollongong Osteopathy handles patient information, contact [email protected] or call (02) 4228 8462. Avoid sending sensitive health information through general email.

7.0 Access, Correction and Representatives

You may ask to access your personal information or request correction of information you believe is inaccurate, incomplete or out of date.

We may verify your identity and the authority of anyone acting on your behalf before releasing or changing records. We will respond within applicable time limits and explain any lawful restriction, refusal or permitted fee.

For children and patients supported by carers or representatives, we will consider the patient’s capacity, wishes, confidentiality interests and the representative’s authority, in accordance with applicable requirements.

8.0 Questions, Complaints and Updates

If you have a question or concern about privacy, contact the clinic and ask for the person responsible for privacy matters. We will acknowledge the concern, investigate it fairly and explain our response and any proposed resolution. Raising a privacy concern will not affect your access to care.

If the concern remains unresolved, you may seek advice from the relevant privacy regulator or complaints body.

We will review this policy when our practices or applicable requirements change.