Privacy policy

About this policy

George Street Physiotherapy and Pilates (“we”, “us”, “our”) is committed to protecting your privacy. We handle personal information, including health information, in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy explains what information we collect, why we collect it, who we share it with, and how you can access or correct it. It covers our clinic at 91 George Street, East Fremantle, and this website.

What information we collect

We collect the information we need to provide safe and effective care and to run the clinic. This can include:

• Contact and identity details, such as your name, date of birth, address, phone number and email address.
• Health information, such as your medical history, symptoms, assessment findings, diagnoses, treatment and exercise programs, clinical notes, test results and referrals.
• Information about your health fund, Medicare, Department of Veterans’ Affairs (DVA), workers’ compensation or motor vehicle insurance claims, where these apply.
• Payment and billing details. We do not keep your full card number.
• Emergency contact details and the name of your referring doctor or other health providers.
• Details about how you use our website, such as the pages you view and the type of device and browser you use.

How we collect it

We collect information directly from you when you book an appointment, fill in a new-patient form, attend a consultation or class, or contact us by phone, email or through the enquiry form on our website. Enquiry form details (your name, email address, phone number and message) are emailed to us and stored securely on our website.

Sometimes we receive information from other people, such as your GP or specialist, other health professionals, your health fund, an insurer or case manager, or a family member or carer. We will only collect it from someone else where it is reasonable and practical, or where you have agreed or the law allows it.

Why we collect and use it

We use your information to:

• assess, treat and manage your health care, including physiotherapy, Pilates, exercise rehabilitation, massage and nutrition services;
• book appointments and send reminders;
• communicate with your GP and other health providers involved in your care;
• process payments, health fund claims (including through HICAPS), Medicare and DVA claims, and insurance or compensation claims;
• manage our business, including quality improvement, training, record keeping and insurance;
• meet our legal and professional obligations; and
• respond to your enquiries and improve our website and services.

We will only use or share your health information for the purpose you gave it to us, for a directly related purpose you would reasonably expect, or as the law allows.

Who we share it with

We may share your information with:

• other members of our clinical and administrative team who are involved in your care;
• your GP, specialist or other health providers, when this is part of your care or you have asked us to;
• health funds, Medicare, DVA, insurers, case managers and employers, where you are making a claim;
• our service providers, such as the companies that supply our online booking, practice management, payment and IT systems, and professional advisers. These providers must keep your information confidential and secure; and
• courts, regulators and other organisations, where the law requires or permits it.

Some of our software providers may store information on servers outside Australia. Where this happens, we take reasonable steps to make sure your information remains protected. We do not sell your personal information.

Marketing

We may contact you about our services, classes or news. You can opt out at any time by telling us or using the unsubscribe link in our messages. We will not use your health information for marketing without your consent.

Our website and online services

Booking. When you choose “Book online” you are taken to our booking provider’s system, which collects the details you enter. Their privacy policy applies to that system.

Maps and social media. Our contact page may show an embedded Google Map, and we link to Facebook and Instagram. Those services may collect information about your visit under their own privacy policies.

Cookies and analytics. Like most websites, we may use cookies and similar tools to keep the site working and to understand how it is used. You can block or delete cookies in your browser settings.

Email and forms. Email and website enquiries are not always secure. Please do not send detailed health information that way. Call us or discuss it at your appointment.

Keeping your information safe

We store records electronically in secure systems and, where needed, on paper in the clinic. We use passwords, access controls and staff training to protect them from misuse, loss and unauthorised access.

We keep health records for at least seven years after your last visit. For children, we keep them until the child turns 25. After that, we securely destroy or de-identify them when we no longer need them.

If a data breach is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner (OAIC), as the Notifiable Data Breaches scheme requires.

Accessing and correcting your information

You can ask to see the information we hold about you, and to correct it if it is wrong or out of date. Please make your request to us in writing or in person. We will confirm who you are and respond within a reasonable time, usually within 30 days. In some cases the law lets us refuse access, and if so we will explain why. We may charge a reasonable fee to cover the cost of providing access, but not for making a request.

Dealing with us anonymously

Where it is lawful and practical, you can deal with us without giving your name or by using a pseudonym, for example for a general enquiry. We cannot usually provide health care or claim on your behalf without knowing who you are.

Questions and complaints

If you have a question or concern about how we handle your information, please contact us:

• Phone: (08) 9339 0228
• Post or in person: 91 George Street, East Fremantle WA 6158

We will investigate your complaint and respond within a reasonable time. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time. The current version is always on this page.

Last updated: October 2026.