At MedPhys Rehabilitation, we understand that your privacy is of utmost importance. We are dedicated to safeguarding your personal information as you interact with our website and services. This Privacy Policy outlines how we collect, use, store and protect your information, and how we comply with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth). As a health service provider we handle health information, which the law treats as sensitive information, with particular care.
Who we are
“We”, “our” and “us” refers to MedPhys Services Pty Ltd trading as MedPhys Rehabilitation (ABN 53 682 029 367). “You”, “your” and “user” refers to the individual accessing this site or our services.
Information we collect
Personal information
We collect personal information that identifies you as an individual, including but not limited to:
- Name
- Contact details (email address, phone number)
- Mailing address, suburb and postcode
- Date of birth, emergency contact and referrer details (for example your GP or support coordinator) when you are referred to us
- Funding details you choose to give us (for example NDIS, Medicare care plan, WorkCover, DVA or private health fund details)
Health information
We collect health information relevant to our services — for example the reason you are contacting us, your medical history, assessment results, treatment notes and reports. We only collect health information with your consent and when it is reasonably necessary to provide our services, or where the law allows it.
We gather this information through various means, such as:
- When you complete a form on our website (booking, call-back, contact, NDIS or referral form)
- During appointments or consultations
- Through communications with us, including email, phone or text message
- From other health professionals, your referrer or your funding body, with your consent
You can choose not to identify yourself (or to use a pseudonym) when you make a general enquiry. For assessment and treatment we need to know who you are.
Why we collect it and how we use it
MedPhys Rehabilitation may use your information for these purposes:
- Providing and managing our services, including assessment, treatment and follow-up
- Communicating with you regarding appointments, treatments and health information
- Responding to your enquiry or booking request and calling you back
- Billing and claims with Medicare, the NDIS, insurers, WorkCover/icare, DVA or your private health fund (for example through HICAPS)
- Improving our services and our website (using de-identified or aggregate information)
- Sending you information about our services, only if you agree — you can opt out at any time
- Complying with legal obligations and protecting our rights
Who we share it with
We will not share your personal information with unrelated third parties without your consent, except as described in this Privacy Policy or where the law requires or permits it. We may share information with:
- Health professionals involved in your care, as necessary (for example your GP or treating specialist)
- Your funding body or insurer, when you ask us to claim or when your plan requires reports
- Third-party service providers who assist us in delivering our services (see “How we store and protect it”)
- Regulatory authorities as required by law
We never sell your personal information.
How we store and protect it
We implement industry-standard security measures to protect your personal information from unauthorized access, misuse, alteration, or loss. Access to your information is restricted to authorized personnel only.
Our website and enquiry records are hosted with trusted cloud providers: Render (website hosting), Neon (database) and Resend (email delivery). Appointments are managed in Cliniko, our practice management system. Some of these providers store or process data outside Australia — for example in the United States. We choose providers that protect data with encryption in transit and at rest and contractual safeguards, and we take reasonable steps so that they handle your information consistently with the APPs.
We keep health records for as long as the law requires (in NSW, generally at least seven years after the last occasion of service, or until a person who was a child turns 25), then destroy or de-identify them securely.
Cookies, analytics and advertising
We use a small first-party analytics tool to understand how our website is used (pages viewed, buttons clicked). It does not use advertising cookies, does not store your IP address and never records what you type into our forms about your health.
We also use Google Analytics 4, Google Ads and the Meta (Facebook/Instagram) Pixel to measure and improve our advertising. These tools use cookies and run when you visit our website. When you send us an enquiry, we also let Meta and Google know that an enquiry was made, with your name, phone number and email in hashed (scrambled) form, so we can see which ads help people find us. We never send health information — such as what you need help with, your condition or your message — to Google or Meta.
You can opt out at any time: use “Opt out of ad tracking” at the bottom of every page. Meta and Google tools then stay off on that device and browser, and enquiries you send afterwards are not shared with them. You can also block cookies in your browser settings, or manage ads through your Facebook and Google ad settings.
Accessing and correcting your information
You have the right to request access to the personal and health information we hold about you, and to ask us to correct it if it is inaccurate, out of date, incomplete or misleading. Contact us using the details below. We will respond within 30 days. If we refuse access or correction (only where the law allows), we will tell you why in writing.
Links to other websites
Our website may contain links to other websites (for example our online booking system). MedPhys Rehabilitation is not responsible for the privacy practices or content of these external sites. We encourage you to review their privacy policies.
Children’s privacy
When we provide services to a child, we collect information from the child’s parent or guardian with their consent. Our website is not intended for children under the age of 13 to use without a parent or guardian.
Complaints
If you have a concern about how we have handled your personal information, please contact us first so we can try to resolve it. We will acknowledge your complaint promptly and aim to respond within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992. For health services in NSW you can also contact the NSW Health Care Complaints Commission at hccc.nsw.gov.au.
Changes to this Privacy Policy
We reserve the right to update this Privacy Policy at any time. Any changes will be posted on this page with a new “Last updated” date. Please review this policy periodically for any updates.
Contact us
If you have any questions or concerns about this Privacy Policy or our practices, please contact us:
- Email: info@medphysrehabilitation.com
- Phone: 0422 785 958
- Mail: PO Box 133 Beverly Hills NSW 2209
Thank you for trusting MedPhys Rehabilitation with your care and personal information.