1. About this policy

Longevity Physio Studio is committed to protecting your privacy and handling your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains what we collect, why, how we use and protect it, and your rights.

2. The information we collect

We collect personal information (such as your name, date of birth, contact details, payment details, Medicare/DVA/health-fund numbers and identifiers) and health information, which is sensitive information. Health information may include your medical history, the reason for your visit, assessment findings, treatment and progress notes, referrals and reports, and details of services and payments. We use AI transcription tools for note taking which includes recording a transcript from the consultation.

3. How we collect it

We collect information directly from you wherever practical — through bookings, intake forms, consultations and correspondence. With your consent or where permitted by law, we may also collect information from third parties such as your referring GP or specialist, other treating practitioners, your health fund, Medicare, the Department of Veterans’ Affairs, or WorkCover Queensland.

4. Why we collect and use it (primary purpose)

We collect and use your information to provide you with physiotherapy assessment and treatment, to manage your care and appointments, to bill and claim for services (including via Medicare, DVA, WorkCover Queensland and private health funds), and to communicate with you (for example appointment reminders by SMS or email, which you may opt out of at any time).

5. When we may disclose it

We may disclose your information:

• to other health practitioners involved in your care, with your consent (for example, reports to your referring GP, which are required under Medicare Chronic Condition Management plans);
• to Medicare, DVA, WorkCover Queensland or your health fund, as needed to process claims and payments;
• to our service providers who help us operate (for example our practice management software and payment processor) under confidentiality obligations;
• where required or authorised by law, or to lessen a serious threat to life, health or safety.

We do not sell your information or use it for unrelated marketing without your consent.

6. Our systems and overseas disclosure

We use third-party software to manage your records and payments. Some providers may store or process data on servers located in Australia. We take reasonable steps to ensure these providers protect your information consistently with the APPs.

7. How we protect your information

We take reasonable steps to protect your information from misuse, loss, and unauthorised access, including secure software, access controls, and staff confidentiality obligations. If a data breach occurs that is likely to result in serious harm, we will act under the Notifiable Data Breaches scheme, including notifying you and the Office of the Australian Information Commissioner (OAIC) where required.

8. How long we keep it

We retain your health records as required by law and professional standards — generally 7 years from your last attendance for adults, and for patients under 18, until they turn 25. After that, records are securely destroyed or de-identified.

9. Accessing and correcting your information

You have the right to request access to the personal and health information we hold about you, and to ask us to correct it if it is inaccurate. To make a request, contact us using the details below. We will respond within a reasonable time; in limited circumstances permitted by law we may need to refuse access, and we will explain why if we do.

10. Marketing and communications

We will only send you health-service communications (such as reminders and recalls) relevant to your care, and any optional marketing only with your consent. Every message includes a way to opt out.

11. Complaints

If you have a concern about how we have handled your information, please contact us first using the details below and we will try to resolve it. If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.

12. Changes to this policy

We may update this policy from time to time.