Protecting Your Personal Information
Tweak Health Pty Ltd, trading as Tweak Health Physio & Wellness (“Tweak Health”, “we”, “our” or “us”), is committed to protecting your privacy and handling personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable legal and professional obligations.
We provide Physiotherapy and related health and wellness services. We collect information that is reasonably necessary to provide services, communicate with clients and operate our practices.
Information We Collect
The information we collect depends on your interaction with us and the services or funding arrangements involved.
Personal and administrative information
- Name, date of birth and contact details
- Address and emergency-contact information
- Appointment, communication and consent records
- Payment, billing and account information
- Medicare, DVA, NDIS, Workers’ Compensation, motor-vehicle insurance or other funding information
Health information
- Medical history and current health concerns
- Assessment findings and clinical notes
- Treatment plans and progress information
- Referral letters, reports and correspondence
- Imaging or test results provided to us
Digital and website information
- Online forms and booking information
- Email, telephone and SMS communications
- Device, browser and website-usage information
- Cookies and similar website technologies
You may choose not to provide certain information. However, this may limit our ability to provide appropriate services, process a booking or manage a funding claim.
How Information Is Collected and Used
We may collect information directly from you through:
- Online bookings and forms completed through Halaxy
- In-person and telehealth consultations
- Telephone, email or SMS communication
- Website enquiries and other correspondence
Where permitted, we may also receive information from a parent, guardian, referring practitioner, treating provider, insurer, employer, case manager, support coordinator or government agency.
We may use your information to:
- Assess your needs and provide health or wellness services
- Prepare and maintain clinical and administrative records
- Manage bookings, reminders and follow-up communication
- Process payments, rebates, accounts and funding claims
- Communicate with relevant treating practitioners or authorised parties
- Meet legal, regulatory and professional obligations
- Support service quality, safety and practice administration
Promotional communications
With your consent or where otherwise permitted, we may send information about Tweak Health services, clinic updates or promotions by email or SMS. You may unsubscribe at any time by following the instructions in the message or contacting us.
Unsubscribing from promotional communications will not necessarily stop essential appointment, account or care-related messages.
Storage, Security and Retention
We use practice-management, email, telephone and other digital systems to operate our clinics. These currently include Halaxy, Microsoft 365 Outlook and 3CX.
We take reasonable steps to protect the information we hold from misuse, interference, loss and unauthorised access, modification or disclosure. These steps may include access controls, passwords, multi-factor authentication, staff access restrictions and appropriate digital-security procedures.
No method of electronic storage or communication is completely secure. If you communicate with us electronically, you acknowledge that electronic communications carry some inherent security risk.
Retention and disposal
Clinical and administrative records are retained for the periods required by applicable laws, professional obligations and legitimate business requirements. When information is no longer required, we take reasonable steps to securely destroy or de-identify it, unless we are legally required to retain it.
Data breaches
If an eligible data breach is likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme, including notifying affected individuals and the Office of the Australian Information Commissioner where required.
Access, Correction and Complaints
Accessing or correcting your information
You may ask to access personal information we hold about you or request that inaccurate, incomplete or out-of-date information be corrected. We may need to verify your identity before responding.
In some circumstances, access may be refused or limited where permitted by law. If this occurs, we will generally provide the reason and available complaint options.
Withdrawing consent
Where we rely on your consent, you may withdraw it by contacting us. Withdrawal will apply from that point onward and may affect our ability to provide some services or communicate with other parties.
Privacy concerns or complaints
Please contact us if you have a question or complaint about how we have handled your information. We will acknowledge and investigate the matter and respond within a reasonable period.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.
Privacy for Younger Clients
We may collect information about children and young people when providing services. Depending on the person’s age, maturity, circumstances and capacity to provide consent, we may involve a parent, guardian or other authorised representative.
We seek to balance appropriate family or guardian involvement with the young person’s privacy, safety and individual circumstances.
Terms and Conditions
These terms apply when you use the Tweak Health website, make a booking or receive services from Tweak Health. Separate written terms may also apply to particular services, programs, funding arrangements or purchases.
Appointments and accurate information
- Please provide information that is accurate and relevant to your booking, care, account or funding arrangement.
- Please arrive on time for appointments.
- Late arrival may reduce the available appointment time where extending the appointment would delay other clients.
Cancellations and non-attendance
Please provide at least 24 hours’ notice if you need to cancel or reschedule an appointment. Late cancellation or non-attendance may incur a fee in accordance with the cancellation policy communicated when booking.
Cancellation fees may not be claimable through Medicare, private health insurance or another funding body.
Fees and payment
Unless another written arrangement has been approved, fees are payable on the day of service. You are responsible for confirming your eligibility for any private-health rebate, government benefit, insurance payment or other third-party funding.
Quoted rebates and benefits are estimates only and may be affected by your insurer, policy limits, available benefits or claim conditions.
Third-party funding and accounts
Where an insurer, employer, government scheme or other third party is expected to pay, services remain subject to the required referral, approval, claim and billing conditions.
Unless prohibited by law or otherwise agreed in writing, you may remain responsible for fees if funding is declined, withdrawn, exhausted or does not cover the full amount charged.
Services, consent and clinical decisions
The nature of the service, the person providing it and any relevant limitations will be explained where appropriate. Physiotherapy services are provided by registered Physiotherapists. Other services may be provided by appropriately engaged team members within their role and scope.
You may ask questions about a proposed service and may withdraw consent at any time. A practitioner may recommend modifying, postponing or declining a service where it is not considered appropriate or safe.
Website health information
Website content is provided for general information and education. It does not replace an individual assessment, diagnosis or advice from an appropriately qualified health professional.
Do not disregard professional advice or delay seeking care because of information published on this website. If you require urgent medical assistance, contact an appropriate emergency service.
Online bookings and communications
Online bookings are subject to availability and confirmation. Appointment reminders are provided as a courtesy, and you remain responsible for attending or cancelling your appointment even if a reminder is not received.
Email and SMS may not be continuously monitored and should not be used for urgent health concerns.
Gift cards
Gift cards are subject to the separate Gift Card Terms and Conditions supplied or made available at the time of purchase.
Third-party services and links
Our website may link to third-party websites or services, including an external booking platform. We do not control the availability, content, security or privacy practices of those independent providers.
Website availability
We take reasonable steps to maintain accurate website information and availability, but content, practitioner schedules, fees and services may change. We do not guarantee uninterrupted access to the website or external booking systems.
Changes to these terms
We may update this Privacy Policy and these Terms and Conditions when our services, systems or legal obligations change. The current version and its last-updated date will be published on this page.
Contact Tweak Health
Contact us to make a privacy enquiry, request access or correction, withdraw consent, or raise a concern about our services.
Tweak Health Pty Ltd
Trading as Tweak Health Physio & Wellness
Email
reception@tweak.health
Phone
(08) 6555 2989
Postal address
1/87 Glenelg Street
Mount Pleasant WA 6153
If you are not satisfied with our response to a privacy complaint, you may contact the Office of the Australian Information Commissioner.
Visit the OAIC website