Privacy Policy

Last updated 24 August 2026

1. About this policy

This policy explains how Hush Physiotherapy Pty Ltd (ABN 92 697 797 041, ACN 697 797 041) handles personal information. In this policy, "we", "us" and "our" mean Hush Physiotherapy Pty Ltd, and "you" means a patient, a prospective patient, or any other individual whose personal information we hold.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) contained in that Act. As a provider of a health service we are also subject to the additional obligations that apply to health service providers, including those relating to health information, which the Privacy Act treats as sensitive information.

This policy covers information collected through this website, by email, and in the course of providing physiotherapy services.

2. Information we collect

The personal information we collect depends on your dealings with us. It may include:

your name, date of birth, postal address, email address and telephone number;
emergency contact details and, where relevant, the details of a parent, guardian or carer;
your Medicare number, private health insurance details, or claim and reference numbers where a third party is funding your care;
your occupation and the physical demands of your work or sport, where these are relevant to your treatment;
appointment, correspondence and billing records; and
the content of any enquiry you send us.

Where it is lawful and practicable to do so, you may deal with us anonymously or under a pseudonym for a general enquiry. We cannot provide clinical treatment on an anonymous basis, because accurate identification is necessary for safe care and for our record-keeping obligations.

3. Health and sensitive information

Providing physiotherapy requires us to collect health information about you. This includes your presenting complaint, medical and injury history, medications, relevant investigations such as imaging and specialist reports, our clinical findings, the treatment provided and your response to it.

Health information is sensitive information under the Privacy Act. We collect it only with your consent and only where it is reasonably necessary for, or directly related to, providing you with a health service. Consent to collect health information for the purpose of your treatment is generally implied by your attendance and participation in an appointment, and we will tell you if we need your express consent for anything further.

4. How we collect it

We collect personal information directly from you wherever possible — through the enquiry form on this website, by email, during your appointments, and in any forms you complete for us.

We may also collect information about you from other people where you have consented to that, or where it is otherwise permitted under the Privacy Act. This may include your general practitioner, a treating specialist or surgeon, an imaging provider, another allied health practitioner, or an insurer or compensation scheme that is funding your treatment.

5. Why we collect and use it

We collect, hold and use personal information for the following purposes:

assessing, diagnosing, treating and reviewing your condition;
maintaining accurate clinical records as required of a health service provider;
arranging, confirming and rescheduling appointments, and contacting you about your care;
communicating with other practitioners involved in your treatment, with your consent;
invoicing, processing payments, and submitting claims to insurers or funding bodies at your request;
responding to enquiries made through this website or by email; and
meeting our legal, insurance and record-keeping obligations.

We do not use your personal information for direct marketing without your consent, and we do not sell personal information to anyone in any circumstances.

6. Disclosure

We disclose personal information only where it is necessary for the purpose it was collected, where you have consented, or where the Privacy Act otherwise permits or requires it. Recipients may include:

other health practitioners involved in your care, such as your general practitioner, surgeon or another allied health professional;
insurers, workers compensation schemes, motor vehicle injury schemes or other bodies funding your treatment, where you have asked us to claim on your behalf;
our professional indemnity insurer and professional advisers where necessary;
service providers who handle practice management, records, payments or information technology on our behalf, and who are bound to protect your information; and
a court, tribunal, regulator or other authority where disclosure is required or authorised by law.

We may also disclose information where we reasonably believe it is necessary to lessen or prevent a serious threat to the life, health or safety of any individual, as permitted under the Privacy Act.

7. Cookies and this website

This website is a set of static pages. It does not set cookies, does not run advertising or third-party analytics scripts, and does not build a profile of your browsing.

The enquiry form on our contact page does not transmit anything to a server. It opens a message in your own email application, addressed to us, which you then choose to send or discard. Nothing is recorded by this website in the process.

Our hosting provider may keep standard technical logs, such as IP addresses and requested pages, for security and reliability purposes. Your own browser may also cache pages locally. You can control caching and cookies through your browser settings.

8. Storage, security and retention

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. Those steps include restricting access to clinical records to people who need it, securing paper records, using access controls and encryption for electronic records, and requiring confidentiality from anyone who handles information on our behalf.

We retain clinical records for the periods required of health service providers in Western Australia. In general this means at least seven years from the date of the last service, and for a patient who was under 18 at the time of treatment, until that person reaches 25 years of age. When information is no longer needed for any purpose for which it may be used or disclosed, and we are not required by law to retain it, we destroy it or de-identify it.

If we experience a data breach that is likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act, including notifying affected individuals and the Office of the Australian Information Commissioner.

9. Access and correction

Under APP 12 and APP 13 you may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading.

Please make your request in writing to [email protected]. We will need to verify your identity before releasing any information. We will respond within a reasonable period, usually within 30 days. A reasonable administrative fee may apply to the cost of retrieving and copying records, but not to the making of the request itself.

There are limited circumstances in which we may refuse access, for example where giving access would pose a serious threat to the life, health or safety of any individual, or would unreasonably affect the privacy of another person. If we refuse, we will tell you why in writing and explain how you may complain.

10. Overseas disclosure

We do not routinely disclose personal information to overseas recipients. Some technology services we use, such as email and website hosting, may store or process data on servers located outside Australia. Where that occurs we take reasonable steps to ensure the recipient handles the information in a manner consistent with the Australian Privacy Principles, as required by APP 8.

11. Complaints

If you believe we have breached the Australian Privacy Principles or otherwise mishandled your personal information, please tell us first. Write to [email protected] setting out what happened. We will acknowledge your complaint, investigate it, and give you a written response within 30 days.

If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC), which is the independent regulator responsible for privacy in Australia. The OAIC can be contacted by post at GPO Box 5218, Sydney NSW 2001, by telephone on 1300 363 992, or through its website at oaic.gov.au.

12. Changes to this policy

We may update this policy from time to time to reflect changes in our practices or in the law. The current version is always the one published on this page, and the date at the top shows when it last changed. Material changes will be brought to your attention where it is reasonable to do so.

13. Contact us

For any question about this policy, about the information we hold, or to make a privacy complaint, contact:

Hush Physiotherapy Pty Ltd
ABN 92 697 797 041 · ACN 697 797 041
Western Australia 6156
Email: [email protected]