Privacy Policy

Updated date: May 2026

Kinzo Physiotherapy is committed to handling personal information about you, including your health information, in accordance with the requirements of the Privacy Act 1988.

In this policy, we explain:

• what kind of information we collect and hold about you
• how and why, we collect it
• what we do with your information, who we share it with and when
• your right to seek access to, and if required correction of, the records we hold about you
• your right to make a privacy complaint, to us and others
• whether we disclose information about you to overseas recipients.

What kind of personal information do we collect about you?

We collect and hold the following kind of information:

• your name, address, date of birth, email and contact details
• information about your family or relatives
• information about other health professionals involved in your care
• any government identifiers such as Medicare number, DVA number. However,
  we do not use these for the purposes of identifying you in our practice
• digital identifiers, such as IP addresses, collected during online services like telehealth.
• other health information about you such as:
  • a record of your symptoms
  • your relevant medical history
  • the diagnosis made and the treatment we give you
  • specialist reports
  • test results
  • your appointment and billing details
  • your prescriptions
  • your healthcare identifier
  • your health fund details
  • other information about you collected for the purposes of providing care to you.

Tracking Technologies and Cookies

We use Cookies and similar tracking technologies to track the activity on Our Service and store certain information. Tracking technologies We use include beacons, tags, and scripts to collect and track information and to improve and analyze Our Service. The technologies We use may include:

• Cookies or Browser Cookies. A cookie is a small file placed on Your Device. You can instruct Your browser to refuse all Cookies or to indicate when a Cookie is being sent. However, if You do not accept Cookies, You may not be able to use some parts of our Service.
• Web Beacons. Certain sections of our Service and our emails may contain small electronic files known as web beacons (also referred to as clear gifs, pixel tags, and single-pixel gifs) that permit the Company, for example, to count users who have visited those pages or opened an email and for other related website statistics (for example, recording the popularity of a certain section and verifying system and server integrity).

Cookies can be “Persistent” or “Session” Cookies. Persistent Cookies remain on Your personal computer or mobile device when You go offline, while Session Cookies are deleted as soon as You close Your web browser.

Where required by law, we use non-essential cookies (such as analytics, advertising, and remarketing cookies) only with Your consent. You can withdraw or change Your consent at any time using Our cookie preferences tool (if available) or through Your browser/device settings. Withdrawing consent does not affect the lawfulness of processing based on consent before its withdrawal.

We use both Session and Persistent Cookies for the purposes set out below:

• Necessary / Essential Cookies

  Type: Session Cookies

  Administered by: Us

  Purpose: These Cookies are essential to provide You with services available through the Website and to enable You to use some of its features. They help to authenticate users and prevent fraudulent use of user accounts. Without these Cookies, the services that You have asked for cannot be provided, and We only use these Cookies to provide You with those services.

• Cookies Policy / Notice Acceptance Cookies

  Type: Persistent Cookies

  Administered by: Us

  Purpose: These Cookies identify if users have accepted the use of cookies on the Website.

• Functionality Cookies

  Type: Persistent Cookies

  Administered by: Us

  Purpose: These Cookies allow Us to remember choices You make when You use the Website, such as remembering your login details or language preference. The purpose of these Cookies is to provide You with a more personal experience and to avoid You having to re-enter your preferences every time You use the Website.

For more information about the cookies we use and your choices regarding cookies, please visit our Cookies Policy or the Cookies section of Our Privacy Policy.

How do we collect and hold your personal information?

We collect personal information that is necessary to provide you with best possible health care, as well as to maintain a high level of quality customer service. Ways we collect personal information include:

• directly from you when you give us your details (e.g. face-to-face, over the phone,  via registration form or an online form)
• from a person responsible for you
• from a third party where we are permitted by law to do so (e.g. other health care professionals involved in your care, from your health insurer, from the My Health Record system etc.)
• we use Cliniko for clinic administration, including to manage our bookings and business communications and store clinical notes. You can access Cliniko’s privacy policy here.

Why do we collect and use information about you?

We primarily collect and use personal information about you to provide our physiotherapy services to you and to communicate with you and others involved in your care in relation to those services.

We also sometimes use that information for other purposes, including:

• to help us manage our accounts and administrative services, including billing, arrangements with health funds, pursuing unpaid accounts, management of our IT systems
• to conduct accreditation, quality assurance or internal audits.

We may also use de-identified data (where you cannot be identified) to improve our services, such as analysing treatment outcomes for quality assurance.

When and why might we share information about you with others?

We may disclose information about you to others outside of our practice as permitted or required
under law. We will only disclose information in accordance with the Privacy Act. This means that personal information may be disclosed about you to:

• comply with our legal obligations, as required by law (e.g. mandatory reporting under legislation, responding to a court order or subpoena)
• consult with other health professionals involved in your healthcare
• get test results from diagnostic and pathology services
• claim on insurance
• communicate with your health fund, with government and other regulatory
  bodies such as Medicare
• help us manage our accounts and administrative services (e.g. billing or debt recovery, arrangements with health funds, pursuing unpaid accounts etc.)
• for the purposes and uses for which we have advised that we are collecting it, and for related purposes that you would reasonably expect
• where we have the consent by you to do so
• under other circumstances where permitted under the Act.

Your right to seek access to and to seek correction of the information we hold about you

You have the right to seek access to and correction of the personal information we hold about you, unless an exception applies.

You can request access to personal information by contacting the clinic. You must personally make this request or satisfy us that you are authorised to make the request on the patient’s behalf. We will respond to your access request as soon as possible, but more than 30 calendar days. If we refuse access, or refuse access in the manner requested, we will:

• take reasonable steps to give access in a way that meets both our own and the patient’s needs
• give the patient a written notice setting out the refusal grounds and complaint mechanisms.

We may refuse access if, for example:

• giving access would be unlawful
• we reasonably believe that giving access would pose a serious threat to the life, health or safety of any individual, or to public health or public safety
• giving access would have an unreasonable impact on the privacy of other individuals.

We take reasonable steps to correct health information we hold about a client/patient if:

• we are satisfied the information is incorrect, or
• you ask us to correct the information.

You can ask us to correct your personal information by contacting the clinic. You must personally make this request or satisfy us that you are authorised to make the request on the patient’s behalf. We will respond to your request as soon as possible, but more than 30 calendar days. If we refuse to correct the information, we will give a written or verbal notice to explain why. We will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we may also ask you to verify that the information we hold about you is correct and current. And please notify us if your contact details change (see ‘contact’ section).

If you have a privacy-related concern about us

If you are concerned about how we have handled your personal information and privacy, you can communicate your concerns in writing to Kinzo Physiotherapy, 194 Varsity Parade, Varsity Lakes QLD 4227, or email to admin@kinzophysio.com.au. Your complaint will be investigated, and you will receive a written response to your complaint. If you are not satisfied with the response, you may lodge a privacy complaint with the Office of the Australian Information Commissioner.

Office of the Australian Information Commissioner

Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Post: GPO Box 5218 Sydney New South Wales 2001

Website: www.oaic.gov.au/privacy/privacy-complaints/

Updating this policy

We will update this policy from time to time, to reflect any changes in our information-handling
practices or the law or both. We will notify you by posting updates on our website, and update the “Last updated” date at the top of this Privacy Policy page. You are advised to review this Privacy Policy for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

Contact us

If you have any questions about this Privacy Policy, you can contact us:

• By email: admin@kinzophysio.com.au
• By phone: 1300 546 969