Melbourne Pain Physio (MPP)
Privacy Policy
Melbourne Pain Physio (MPP) Privacy Policy
Melbourne Pain Physio Pty Ltd (ACN 680373639 ) (ABN 31680373639) trading as Melbourne Pain Physio (MPP), is in the business of the provision of physiotherapy healthcare services (Services).
This Policy governs how MPP will deal with your Personal Information collected in connection with MPP’s Services including via our website, social media accounts, applications, software and other technological means (Online Platforms), as well as in connection with any direct communication between you, MPP and your other healthcare providers.
1. SCOPE OF THIS PRIVACY POLICY
1.1. We understand that when accessing our Services, the privacy and confidentiality of Personal Information (as defined under the Privacy Act) is important. That’s why we fully respect your rights to privacy and are committed to protecting the personal and financial details you provide us in line with this Privacy Policy. This Privacy Policy applies to our Services and all individuals who use our Services or whose Personal Information is processed by MPP.
1.2. We are committed to protecting the privacy of everyone who uses our Online Platforms and/or our Services, for them to understand what Personal Information we collect and store, and why we do so, how we receive and/or obtain that information, the rights an individual has with respect to their Personal Information in our possession, and with complying with the Australian Privacy Principles set out in the Privacy Act 1988 (Cth) (Privacy Act).
2. THE INFORMATION WE COLLECT
2.1. We may collect Personal Information that allows us to identify who an individual is and share Personal Information.
2.2. The type of information we may collect includes:
- Personal Information – We may collect personal details such as an individual’s name, location, date of birth and nationality allowing us to identify he individual.
- Contact Information – We may collect information such as an individual’s email address, telephone number, residential, business and postal address and other information that allows us to contact the individual.
- Medical Information – We may collect information such as an individual’s medical history/medical records and/or medical diagnosis history provided by yourself or a referring medical practitioner. We will also collect medical information that we record ourselves in the course of your treatment by MPP.
- Financial Information – We may collect financial information such as bank or credit card details used to transact with us and other information that allows us to transact with the individual and/or provide them with our Services.
- Statistical Information – We may collect data based on clinical outcome measures pre and post treatment for analysis of treatment impact and or clinical research.
3. WHY WE COLLECT PERSONAL INFORMATION
3.1. We collect your Personal Information so that we can carry out the following actions:
- to provide treatment according to the medical history and medical diagnosis history.
- to communicate with your other healthcare providers
- to enable you to access the online treatment platform.
- to communicate with you, including about our Services and offers which might interest you.
- to provide resources and information to you via email / phone or other form of communication.
- to process payments from you for MPP services.
- to create accounts, tax invoices or receipts.
- to consider and respond to complaints or other feedback from you.
3.2. We may disclose additional purposes for collection of your personal information in collection statements at the point of collection.
4. HOW INFORMATION IS COLLECTED
4.1. Information is collected in association with your use of the services, an enquiry about MPP or generally dealing with us directly or via our online platforms.
5. WHEN PERSONAL INFORMATION IS USED & DISCLOSED
5.1. Other than with the individual’s permission or required by law, we will not use any Personal Information other than for the purpose for which it was collected.
5.2. We will retain Personal Information for the period necessary to fulfill the purposes outlined in this Privacy Policy unless a longer retention period is required or permitted by law.
5.3. Subject to clauses 8 and 14 , we will not sell an individual’s Personal Information to unrelated third parties.
5.4. There are some circumstances in which we must disclose an individual’s information:
- where we reasonably believe that an individual may be engaged in fraudulent, deceptive or unlawful activity that a governmental authority should be made aware of;
- as required by any law (including the Privacy Act and GDPR); and/or
- in order to sell our business (in that we may need to transfer Personal Information to a new owner).
- 6. SENSITIVE INFORMATION
6.1. Sensitive information is information about you that reveals your personally identifiable information such as your name, address, date of birth, Medicare number, medical history, notes made during the course of your consultations, reports and referrals to other healthcare service providers, results and reports received from other healthcare services providers, racial or ethnic origin, religious or philosophical beliefs or affiliations, disability or sexual orientation.
6.2. It is our policy to only collect your sensitive information where it is reasonably necessary for our functions or activities and either you have consented or we are required or authorised under law to do so such as some other law requires disclosure – for example reporting cases of suspected child abuse under chapter 4 of the Children, Youth and Families Act 2005 (Vic) or court subpoena.
7. OPTING “IN” OR “OUT”
7.1. By booking an appointment with MPP you expressly consent to the collection and use of your Personal Information in accordance with this privacy policy.
7.2. An individual may opt to not have us collect their Personal Information (for example by unsubscribing to any marketing emails received). This may prevent us from offering them some or all of our Services and may terminate that individual’s access to some or all of the Services they access with or through us.
7.3. If an individual believes that they have received information from us that they opted out of receiving, they should contact us on the contact details set out in clause 15 .
8. DE-IDENTIFIED INFORMATION
8.1. We may use your Personal Information in de-identified form (de-identification being a process by which a collection of data or information is altered to remove or obscure personal identifiers and personal information) to assist us in running our business. We may also provide, including by way of sale, de-identified information in aggregated form, to third parties. This information may include (but is not limited to) customer demographic data.
8.2. When your Personal Information is included in de-identified, aggregated data, it is not possible to identify you or anything about you from that data.
9. COOKIES
9.1. We may use temporary (session) cookies or permanent cookies when you access our Online Platforms and/or Services. This allows us to recognise your browser and track the web pages you have visited. You can switch off cookies by adjusting the settings on your web browser.
10. THE SAFETY & SECURITY OF PERSONAL INFORMATION
10.1. We may hold your Personal Information in either electronic or hard copy form.
10.2. If you provide information to us electronically we retain this information in our computer systems and databases. If you provide information to us in hard copy (paper) this information is normally retained in our files and a copy is made to our electronic files.
10.3 If an individual suspects any misuse or loss of, or unauthorised access to, their Personal Information, they should let us know immediately.
10.4. Where we become aware of any breach to our security systems that breaches or is likely to result in a breach of your rights or freedoms with respect to your Personal Information, we will notify you and any supervisory authority as required.
10.5. We are not liable for any loss, damage or claim arising out of another person’s use of the Personal Information where we were authorised to provide that person with the Personal Information
11. HOW TO ACCESS AND/OR UPDATE INFORMATION
11.1. If you would like us to update or amend your personal information, please contact us on the contact details set out in clause 15 and we will make the requested amendments.
11.2. We may ask you to verify your identity to ensure that personal information we hold is not improperly accessed.
12. RIGHT TO BE REMOVED FROM RECORDS
12.1. In the event that you decide that you no longer want us to hold your Personal Information, you may notify us in writing on the contact details set out in clause 15 of your desire for us to delete your Personal Information on record. We will use our best endeavours and comply with all legal requirements within a reasonable timeframe to delete your Personal Information, unless we are required by law to retain such information.
13. LINKS
13.1. Links from our Online Platforms or via our Services to third party services that we do not operate or control are provided for your convenience. We are not responsible for the privacy or security practices of services that are not covered by this Privacy Policy. Third party services should have their own privacy and security policies which we encourage you to read before supplying any Personal Information to them.
14. DIRECT MARKETING
14.1. We and/or our third party business providers may contact you with direct marketing communications and information about the Services or other products and services offered by us via telephone, email, SMS, or regular mail.
14.2. If you have indicated a preference for a method of communication, we will endeavour to use that method wherever practical to do so.
14.3. You may opt out of receiving marketing communications at any time by responding via the channel in which you received the marketing communication (e.g. by clicking an unsubscribe link), or by contacting us on the contact details set out in clause 15.
15. COMPLAINTS AND DISPUTES
15.1. If an individual needs to contact us or has a complaint about our handling of their Personal Information, they should address their communication in writing to the details below:
Email: admin@melbournepainphysio.com.au
15.2. If we have a dispute regarding an individual’s Personal Information, we both must first attempt to resolve the issue directly between us.
15.3. If we become aware of any unauthorised access to an individual’s Personal Information we will inform them and any supervisory authority as required at the earliest practical opportunity once we have established what was accessed and how it was accessed.
16. ADDITIONS TO THIS POLICY
16.1. If we decide to change this Privacy Policy, we will post the changes on our website. Please refer back to this Privacy Policy to review any amendments.
Version Date: September 2024