Pain Free Physiotherapy and Allied Health
Last updated: 21 July 2026
1. Our commitment to privacy
Pain Free Physiotherapy and Allied Health respects your privacy and is committed to protecting the personal and health information we collect and hold.
We manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable privacy, health-record and professional obligations.
This Privacy Policy explains:
- the types of personal information we collect and hold;
- how we collect, store, use and disclose that information;
- how you may request access to or correction of your information;
- how you may make a privacy complaint; and
- how we manage information processed by external service providers.
2. Who we are
Pain Free Physiotherapy and Allied Health provides a range of healthcare and allied health services, which may include:
- physiotherapy;
- chiropractic;
- podiatry;
- occupational therapy;
- exercise physiology;
- remedial massage;
- acupuncture;
- Chinese medicine; and
- other allied health services.
Services and practitioner availability may vary between clinic locations.
Sunnybank Hills Clinic
Sunnybank Hills QLD 4109
Robertson Clinic
Coopers Plains QLD 4108
Email: admin@painfreephysio.com
Telephone: 1800 115 995
3. Personal information we collect
The information we collect depends on your relationship and interactions with us. It may include:
- name, address, date of birth and contact details;
- emergency contact and next-of-kin details;
- details of a parent, guardian, carer or authorised representative;
- Medicare, DVA, NDIS, WorkCover, CTP, private health insurance and other funding information;
- appointment, billing, account and payment information;
- referral information;
- health history, symptoms, diagnoses, assessment findings, treatment plans and clinical notes;
- information about medications, allergies, disability and other circumstances relevant to your care;
- correspondence and communications with you;
- consent forms and other documents you provide;
- photographs, videos, measurements or recordings where reasonably required and collected with appropriate consent;
- feedback, complaints and incident information;
- information submitted through our website, social media or online enquiry forms;
- technical website information, such as IP address, browser information, cookies and analytics data; and
- employment or contractor information where a person applies for or works with us.
Health information is sensitive information and is handled with additional care under Australian privacy law.
4. How we collect information
We generally collect personal information directly from you when you:
- make or attend an appointment;
- complete a registration, consent, intake or referral form;
- speak with us by telephone or in person;
- contact us by email, SMS, social media or through our website;
- submit a Meta, Facebook, Instagram or other online enquiry form;
- attend a workshop, event or promotion;
- provide feedback or make a complaint;
- make a payment or health-fund claim; or
- otherwise provide information to us.
We may also collect relevant information from:
- a parent, guardian, carer or authorised representative;
- referring doctors and other healthcare providers;
- hospitals, insurers and funding bodies;
- Medicare, DVA, NDIS, WorkCover and CTP organisations;
- private health insurers;
- government or regulatory bodies;
- service providers that support our clinical, administrative and communication systems; and
- another source where you have consented or where collection is authorised or required by law.
Where practical, we collect health information directly from you and with your consent.
5. Why we collect, hold, use and disclose information
We may collect, hold, use and disclose personal information to:
- assess your healthcare needs;
- provide, coordinate and manage healthcare services;
- develop and review treatment or care plans;
- communicate with you about appointments, referrals, follow-up care and clinic administration;
- liaise with healthcare providers and authorised representatives involved in your care;
- process payments, rebates, insurance and funding claims;
- maintain accurate clinical and administrative records;
- manage referrals, reports and correspondence;
- manage quality assurance, clinical governance, complaints, incidents and risk;
- comply with legal, regulatory, professional, insurance and reporting obligations;
- manage our clinics, staff, contractors, technology and business operations;
- improve our services and systems;
- respond to enquiries;
- communicate service information, events or promotions where permitted; and
- protect the safety, rights and wellbeing of patients, staff and other people.
We generally use or disclose health information only:
- for the primary purpose for which it was collected;
- for a directly related purpose that you would reasonably expect;
- with your consent; or
- where authorised or required by law.
6. Consequences of not providing information
You may choose not to provide some personal information.
However, if we do not receive the information reasonably required, we may be unable to:
- properly assess your healthcare needs;
- provide safe or appropriate treatment;
- contact you about appointments;
- process health-fund, government or insurance claims;
- prepare requested reports; or
- respond fully to your enquiry.
You may make a general enquiry anonymously or under a pseudonym where practical. It will usually not be practical to provide healthcare or process claims without confirming your identity.
7. Meta and online enquiry forms
When you submit an enquiry through Meta, Facebook, Instagram, our website or another online advertising platform, we may collect:
- your name;
- telephone number;
- email address; and
- answers provided in the enquiry form.
We use this information to:
- respond to your enquiry;
- confirm whether you may be eligible for an advertised offer;
- provide relevant information;
- contact you about appointment availability; and
- arrange or follow up a booking.
Submitting an enquiry form does not guarantee eligibility, access to an offer or an appointment.
Information submitted through a third-party platform may also be collected and processed by that platform under its own privacy terms.
We do not request detailed clinical histories through Meta lead forms. Relevant health information may be collected separately through appropriate clinical and consent processes.
8. When we may disclose information
We may disclose personal information to:
- practitioners and staff involved in your care or clinic administration;
- your referring healthcare provider;
- another healthcare provider involved in your care, where consented to or otherwise permitted;
- a parent, guardian, carer or authorised representative;
- Medicare, DVA, NDIS, WorkCover, CTP insurers, private health insurers and funding bodies;
- pathology, imaging, equipment or other relevant service providers;
- professional advisers, auditors, insurers and legal representatives;
- technology, booking, payment, communications, document-storage and administrative service providers;
- government, regulatory or law-enforcement bodies where authorised or required; and
- emergency services where reasonably necessary to prevent or lessen a serious threat to health, life or safety.
We do not sell patient information.
9. External service providers and overseas processing
We use external service providers to support our clinics and business operations. These may include providers of:
- clinical and appointment-management systems;
- cloud storage and email;
- telephone and SMS services;
- payment processing;
- customer relationship management;
- website hosting and analytics;
- online advertising and lead-generation services;
- accounting and administration systems; and
- document storage and communication tools.
Some external providers may store or process personal information outside Australia. The location may vary according to the provider and its infrastructure.
Where it is practicable to identify likely overseas locations, we will make that information available. We take reasonable steps, where required, to ensure overseas recipients handle personal information consistently with applicable Australian privacy obligations.
10. How we hold and protect information
We may hold information electronically, in paper records or through approved external systems.
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
Depending on the system and information involved, these measures may include:
- password protection and access restrictions;
- secure clinical and cloud-based systems;
- staff confidentiality and privacy obligations;
- physical security for clinic premises and records;
- secure communication and payment systems;
- data backup and system-monitoring processes; and
- secure destruction or de-identification where appropriate.
No electronic or online system is completely secure.
Where we become aware of a suspected data or privacy breach, we will assess and respond to it in accordance with applicable legal requirements.
11. Retention and destruction
We retain personal and clinical information for as long as reasonably necessary to:
- provide healthcare services;
- maintain continuity of care;
- meet legal and professional record-keeping obligations;
- manage insurance or funding requirements; and
- respond to complaints, claims or regulatory matters.
When information is no longer required and there is no legal requirement to retain it, we take reasonable steps to securely destroy or permanently de-identify it.
12. Accessing your information
You may request access to personal or health information that we hold about you. Requests should be made using the contact details in Section 19. We may ask you to:
- make the request in writing;
- specify the information requested; and
- provide identification or authority to act for another person.
We will respond within a reasonable period.
Access may be refused or limited in circumstances permitted by law. Where we refuse access, we will generally provide written reasons and information about how you may make a complaint.
We may charge a reasonable fee for providing access where permitted, but not for making the request itself.
13. Correcting your information
Please contact us if you believe personal information we hold is:
- inaccurate;
- out of date;
- incomplete;
- irrelevant; or
- misleading.
We will take reasonable steps to correct the information where appropriate. Where we refuse a correction request, we will generally provide reasons and information about available complaint options. You may also request that a statement be associated with the information noting that you believe it is inaccurate, out of date, incomplete, irrelevant or misleading. OAIC guidance requires reasonable correctionbsteps and procedural safeguards when correction is refused. (OAIC)
14. Marketing communications
We may send information about our services, clinics, events or promotions where you have consented or where otherwise permitted by law.
You may unsubscribe from marketing communications at any time by:
- selecting the unsubscribe link in an email;
- replying STOPto an eligible SMS; or
- contacting us directly.
Withdrawing marketing consent will not prevent us from sending necessary communications relating to appointments, treatment, accounts, funding or clinic administration.
Health information will not be used for direct marketing unless this is permitted by law and any required consent has been obtained.
15. Healthcare advertising and public communications
Our website, social media, advertising and other public communications are intended to provide general information about our clinics and services.
They are not a substitute for an individual clinical assessment, diagnosis or personalised healthcare advice.
We aim to ensure that advertising for regulated health services:
- is not false, misleading or deceptive;
- does not use testimonials or purported testimonials about clinical symptoms, treatment or outcomes;
- does not create an unreasonable expectation of beneficial treatment;
- does not encourage the indiscriminate or unnecessary use of healthcare services; and
- clearly states or makes readily accessible the terms and conditions applying to discounts, gifts, offers or other inducements.
Where clinical treatment is mentioned in advertising, treatment remains subject to individual assessment, informed consent and clinical suitability.
AHPRA’s rules prohibit misleading advertising, clinical testimonials, unreasonable expectations, unnecessary use of services, and inducements whose terms are not stated or readily accessible. (AHPRA)
16. Cookies, analytics and website use
Our website may use cookies and analytics tools to:
- operate website functions;
- understand how visitors use the website;
- measure advertising and campaign performance;
- improve website content and user experience; and
- support relevant advertising.
You can manage cookies through your browser settings. Blocking cookies may affect website functionality.
Third-party services, including Meta and Google, may also collect or process information under their own privacy policies.
17. Children and people requiring assistance
Where information relates to a child or a person who requires support with decision making, we may communicate with a:
- parent;
- guardian;
- carer; or
- authorised representative.
We will consider the person’s age, decision making capacity, circumstances, legal authority and best interests when managing consent, access and disclosure.
Where appropriate, we will also involve the patient in decisions about their information and care.
18. Complaints
You may make a complaint if you believe we have mishandled your personal information or breached your privacy rights.
Please provide:
- your name and contact information;
- a description of the concern;
- relevant dates or supporting information; and
- the outcome you are seeking.
We will:
- acknowledge your complaint;
- review the circumstances;
- request further information where necessary; and
- aim to respond within a reasonable period.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner.
19. Contact us
Privacy enquiries, access and correction requests, and privacy complaints should be directed to:
Privacy Officer
Pain Free Physiotherapy and Allied Health
Email: admin@painfreephysio.com
Telephone: 1800 115 995
Postal address: 242 Troughton Road, Coopers Plains QLD 4108
20. Changes to this policy
We may update this Privacy Policy when our practices, technology, services or legal obligations change.
The current version will be published on our website and will show the date of the latest update.
