Policies

Privacy Notice

Last updated: August 2026

Elevate Remote Physio (“Elevate Remote Physio”, “we”, “us” or “our”) is committed to protecting the privacy and security of your personal information and health information.

This Privacy Policy explains how we collect, use, disclose, store and protect personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Information we collect

Depending on the services you use, we may collect and hold the following information:

● Your name, date of birth, contact details and other identifying information

● Medical and health information including symptoms, history, diagnoses, medications, scans, treatment notes and progress

● Information relating to your exercise, rehabilitation and physical activity

● Information provided during telehealth consultations

● Appointment, billing and payment information

● Correspondence, referrals, reports and other documents provided to us

● Website and technical usage data where applicable

Health information is considered sensitive information under Australian law and is handled with additional protections.

2. How we collect information

We generally collect personal information directly from you when you:

● Book or attend an appointment (in-person or telehealth)

● Complete intake or consent forms

● Communicate with us via email or other channels

● Use our website or booking systems

● Make payments or purchase services

● Participate in assessments or treatment sessions

Where appropriate and permitted by law, we may also receive information from other healthcare professionals involved in your care.

3. Why we collect and use your information

We collect, hold, use and disclose personal information where reasonably necessary to:

● Provide physiotherapy assessment, treatment and rehabilitation services

● Maintain accurate clinical records

● Communicate with you about your care and appointments

● Provide exercise programs and rehabilitation resources

● Coordinate care with other health professionals (where authorised)

● Process payments, invoices and refunds

● Manage bookings, cancellations and administration

● Respond to enquiries, feedback and complaints

● Meet legal, regulatory, professional and insurance obligations

● Maintain system security and service functionality

● Improve service delivery where permitted by law

We do not use your health information for unrelated purposes without a lawful basis or your consent where required.

4. Disclosure of information

We may disclose personal information where reasonably necessary to provide services or operate our business, including to:

● Other healthcare professionals involved in your care (with consent where required)

● Service providers supporting clinical systems, exercise delivery, payments, communications and IT infrastructure

● Insurers, legal or professional advisers where required

● Government or regulatory bodies where required or authorised by law

● Other parties where you have provided consent

We do not sell your personal or health information.

5. Third-party digital services

We use secure third-party platforms to deliver and support our services, including:

● Practice management systems (e.g. Splose)

● Exercise prescription platforms (e.g. Physitrack)

● Clinical documentation tools (e.g. Heidi Health)

● Payment processors (e.g. Stripe)

● Email, communication and website hosting services

These providers may store or process personal information on our behalf in accordance with their own privacy and security obligations.

We take reasonable steps to ensure these providers are appropriate for handling health information.

6. Digital clinical documentation – Heidi Health

We may use Heidi Health to assist with clinical documentation during telehealth consultations.

With your consent, Heidi may process consultation audio to generate draft clinical notes.

Heidi is a documentation tool only and does not:

● Provide medical advice

● Make clinical decisions

● Replace professional judgement

All outputs are reviewed, edited and approved by your treating physiotherapist before being included in your clinical record.

You may decline or withdraw consent for Heidi at any time. If you do, an alternative documentation method will be used.

More information is available at heidihealth.com.

7. Telehealth services

We provide physiotherapy services via telehealth.

Telehealth involves the collection and transmission of personal and health information using digital communication platforms.

While we take reasonable steps to ensure secure systems are used, no electronic communication method is completely risk-free.

You are responsible for ensuring you participate in telehealth sessions in a private and safe environment.

8. Storage and security of information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Information may be stored using secure cloud-based clinical, payment and communication systems.

Security measures may include encryption, access controls and authentication systems.

Access is restricted to authorised personnel and service providers who require it for legitimate business or clinical purposes.

9. Retention of clinical records

We retain personal and health information for as long as reasonably necessary to:

● Provide ongoing or future care

● Meet legal, professional and insurance obligations

● Resolve disputes or complaints

Clinical records may be retained after treatment has ended in accordance with applicable requirements.

When no longer required, information is securely destroyed or de-identified where lawful.

10. Keeping your information up to date

We take reasonable steps to ensure your personal information is accurate and up to date.

We may contact you periodically to confirm your details.

If your information changes (e.g. address, contact details), please notify us as soon as possible at:

tom@elevate-physio.com.au

11. Access and correction

You may request access to, or correction of, your personal information at any time.

We will respond within a reasonable timeframe in accordance with applicable law.

In some cases, access may be restricted where required or permitted by law. If so, we will explain why where possible.

12. Complaints

We take complaints seriously and aim to resolve concerns fairly and promptly.

How to make a complaint

You can contact us at:

Email: tom@elevate-physio.com.au

Please include details of your concern and any relevant information.

Complaints may be made verbally or in writing. Assistance is available if required.

How we handle complaints

We will:

● Acknowledge your complaint

● Review the matter fairly and objectively

● Request further information if needed

● Keep you informed of progress where appropriate

All complaints are handled confidentially.

If you are not satisfied

If you are not satisfied with the outcome, you may contact:

● The relevant state or territory health complaints body

● Ahpra: https://www.ahpra.gov.au/Notifications/Concerned-about-a-health-practitioner.aspx

● OAIC (privacy complaints): https://www.oaic.gov.au

We encourage you to contact us first so we can attempt to resolve the issue.

13. Cancellation policy

We operate a 24-hour cancellation policy:

● 24+ hours notice: no charge

● Less than 24 hours notice: 50% fee

● No-show: full session fee

Cancellations can be made via the booking system or by contacting us directly.

14. Telehealth disclaimer

Telehealth services have inherent limitations.

No physical examination

Telehealth does not allow hands-on assessment. Clinical decisions are based on history, observation and movement analysis.

Not for emergencies

Telehealth is not suitable for emergencies. If you experience:

● Chest pain

● Severe neurological symptoms

● Loss of bowel or bladder control

● Severe or worsening acute pain

Call 000 immediately or attend an emergency department.

Client responsibility

You are responsible for:

● Ensuring a safe environment for exercise

● Providing accurate medical history

● Informing us of any changes in your condition

15. Intellectual property

All content, branding, exercise programs, and materials provided by Elevate Remote Physio are protected under Australian copyright law.

They may not be copied, reproduced or distributed without permission.

16. Governing law

This website, services and all related clinical and contractual matters are governed by the laws of Queensland, Australia.

By using our services, you agree to the exclusive jurisdiction of the courts of Queensland.

17. Website and cookies

We may collect limited technical data such as IP address, browser type and usage patterns.

Cookies or analytics tools may be used to improve website performance and user experience.

Third-party providers may process this data under their own privacy policies.

18. Changes to this policy

We may update this Privacy Policy from time to time.

The latest version will always be available on our website.

19. Contact us

If you have any questions about this Privacy Policy or your personal information, please contact:

Elevate Remote Physio
Email: tom@elevate-physio.com.au
Website: elevate-physio.com.au