Privacy Policy
Terms & Conditions

Privacy Policy

Tweak Health Physio (“we”, “our”, “us”) is committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and applicable Western Australian health confidentiality obligations.

We provide physiotherapy and collect information necessary for your treatment and for practice administration.

By using our website, booking an appointment, or receiving services from us, you agree to the terms outlined below.

Information We Collect

Personal information

• ✔ Name, address, email, phone number
• ✔ Date of birth, emergency contact
• ✔ Medicare, NDIS, Workers’ Compensation or insurance details
• ✔ Payment and billing information

Health information

• ✔ Medical history and current health concerns
• ✔ Referral notes and letters from your GP or specialist
• ✔ Treatment notes, assessments and progress reports
• ✔ Imaging or test results you provide
• ✔ Claim information (NDIS, ICWA, WorkCover, Support at Home)

Digital communications

Generated through systems we use:

• ✔ Halaxy (intake forms, clinical notes, billing)
• ✔ Outlook (email)
• ✔ 3CX (phone and SMS communication)

Additionally, Tweak only collects information that is reasonably necessary for your care.

How We Collect Information

• ✔ Online bookings and forms completed in Halaxy
• ✔ In-person consultations
• ✔ Telephone, email or SMS communication
• ✔ Referral letters or reports from other providers
• ✔ Third-party funders (e.g. insurers) when required and authorised

Why We Collect and Use Your Information

• ✔ Provide physiotherapy and allied-health treatment
• ✔ Manage bookings, reminders, communication and follow-up care
• ✔ Process payments, Medicare claims, insurance claims and NDIS documentation
• ✔ Communicate with your GP, specialist, surgeon, insurer, employer or support coordinator (with consent unless legally required)
• ✔ Maintain clinical records as required by law
• ✔ Improve services, quality and clinical safety

How We Store and Protect Your Information

Halaxy

• ✔ Encrypted cloud storage
• ✔ Role-based access controls

Outlook (Microsoft 365)

• ✔ Encrypted email services
• ✔ Password and MFA protection

3CX

• ✔ Secure cloud-based calling and messaging
• ✔ Restricted access to authorised staff

Furthermore, Tweak takes reasonable steps to prevent unauthorised access, misuse, loss or disclosure of your information.

Disclosure of Your Information

• ✔ Your GP, specialist or referring doctor
• ✔ Other treating health professionals
• ✔ Insurers, case managers, NDIS coordinators or employers involved in a claim
• ✔ Administrative staff involved in your care
• ✔ Software providers we use (Halaxy, Microsoft, 3CX)
• ✔ Regulatory or government bodies where legally required

We never sell or trade your information.

Overseas Storage

Some providers (e.g., Halaxy or Microsoft) may store information on secure servers outside Australia. We take reasonable steps to ensure compliance with the Australian Privacy Principles.

Website Data, Cookies & Analytics

When you visit our website, we may collect:

• ✔ Pages visited
• ✔ Device type
• ✔ Browser type
• ✔ Cookies used for functionality and performance

You may disable cookies, but booking features may not work properly.

Access and Correction of Your Information

You may request:

• ✔ Access to your health record
• ✔ Corrections or updates
• ✔ Withdrawal of consent to share information

We respond within a reasonable period, as required by the Privacy Act.

Notifiable Data Breaches

If a breach occurs that is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) under the Notifiable Data Breach Scheme.

Children’s Privacy

Tweak does not knowingly collect information from children under 13 without parental or guardian consent.

Terms of Service (Website & Booking System)

11.1 Appointment Bookings

• ✔ Provide accurate personal and health information
• ✔ Attend appointments on time
• ✔ Provide 24 hours’ notice for cancellations where possible
• ✔ Pay all fees at or before the time of service

Late cancellations or non-attendance may incur a fee.

11.2 Clinical Responsibility

• ✔ Treatment will be carried out by a qualified physiotherapist or practitioner
• ✔ Treatment may involve manual therapy, exercise prescription, dry needling or other appropriate techniques
• ✔ Consent is required and may be withdrawn at any time

11.3 Use of Digital Communication

• ✔ By contacting us via SMS, email or online booking, you consent to receiving communications via the same channel

11.4 Third-Party Links

We are not responsible for privacy practices of linked external sites.

11.5 Changes to Policy

Updates will be posted on our website and available at reception.

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