Privacy Policy

Shine Alliance Mobile Physiotherapy (ABN 94 655 258 074) ("we", "us", "our") is committed to protecting your privacy. As a healthcare provider we handle personal and health information, and we do so in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and applicable health records requirements. This policy explains what we collect, why, and how we look after it.

What we collect

• Contact details: your name, phone number, email address and home address (we visit you, so your address is essential).
• Health information: your health history, current conditions, medications, referral letters, assessment findings, treatment notes and progress reports.
• Funding details: information needed to bill your funding source, such as Medicare details, DVA card details, NDIS plan information, Support at Home provider details, WorkCover claim numbers or private health fund details.
• Emergency and care team contacts: details of your nominated contacts, GP, specialists, support coordinator or care manager where relevant.

How we collect it

We collect information directly from you (in person, by phone, or through the enquiry form on this website), from someone referring you with your consent (a family member, GP, support coordinator, care manager or hospital), and in the course of providing treatment. Our clinical records are stored in our practice management system.

Why we collect it

• To provide safe, appropriate physiotherapy assessment and treatment
• To communicate with you about appointments and your care
• To bill your funding source correctly and comply with its requirements
• To communicate with your care team (GP, specialist, coordinator or care manager) with your consent
• To meet our legal, insurance and professional record-keeping obligations

Who we share it with

We never sell your information, and we never use your health information for marketing. We share information only:

• With your care team, with your consent: reports and updates to your GP, specialist, support coordinator, plan manager or home care provider.
• For billing: the minimum details required by Medicare, DVA, the NDIS or your plan manager, WorkCover QLD, your home care provider or your health fund.
• With service providers we use to run the practice: our practice management software, our website hosting and spam protection provider (Cloudflare) and the service that delivers our website form emails (Resend). These providers store data securely and are bound by their own privacy obligations. Cloudflare and Resend are based in the United States, so details you submit through a form on this website may be processed outside Australia.
• Where the law requires it: for example, in response to a court order or a mandatory reporting obligation.

How we store and protect it

Clinical records are kept in a secure, access-controlled practice management system. Devices used by our team are password protected and encrypted. Paper records, where they exist, are digitised or stored securely. We take reasonable steps to protect your information from misuse, interference, loss and unauthorised access, and if a data breach likely to cause serious harm ever occurred we would notify you and the regulator as required by law.

How long we keep it

Health records are retained in line with Australian health record requirements: at least 7 years after your last visit for adults, and for clients under 18, until they turn 25. After that, records are securely destroyed.

This website

Our website uses Google Analytics and Google Ads conversion tracking to understand how people find and use the site, and to measure how our advertising performs. These set cookies in your browser and record information such as the pages you view, the general area you are browsing from and the type of device you are using. We do not use any of it to identify you personally, and we do not sell it.

If you submit a form on this website, it is first checked by Cloudflare Turnstile to filter out automated spam, which involves Cloudflare assessing basic technical information about your browser and connection. The details you enter are then emailed to us through our email delivery provider, Resend. If you include an email address, we also send you one confirmation email. We use your details only to respond to your enquiry or referral.

You can opt out of Google Analytics using Google's browser opt-out add-on, and most browsers let you block or delete cookies in their settings.

Access, correction and questions

You may request access to the personal information we hold about you, and ask us to correct anything inaccurate, by contacting us at hello@shinealliance.com.au or on 0490 427 392. We respond within a reasonable time, and there is no charge for making a request.

Complaints

If you believe we have mishandled your information, please contact us first and we will investigate and respond promptly. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time. The current version will always be available on this page, with the date of the last update shown at the top.