1. About this policy

Fitt Physiotherapy ("we", "us", "our") recognises the importance of protecting your personal information. This policy explains how we collect, use, store and share your personal information, including your health information.

This policy applies when you:

• Book or attend an appointment with us, in clinic or by telehealth

• Contact us by phone, email or social media

• Use our website, fittphysiotherapy.com

• Buy or use our guides and courses, including the 12-Week Postpartum Exercise Guide, Your First 5km Postpartum and our online birth preparation course

Who we are: Fitt Physiotherapy Pty Ltd (ABN 30 508 067 259), 3 Essex Rd, Mount Waverley, Victoria.

The laws we follow: We are bound by the Privacy Act 1988 (Cth), including the 13 Australian Privacy Principles, and the Health Records Act 2001 (Vic), including the Health Privacy Principles. You can read the Australian Privacy Principles at https://www.oaic.gov.au/privacy/australian-privacy-principles/australian-privacy-principles-quick-reference/

We may update this policy from time to time. The latest version is always on our website and available from our clinic.

2. What we collect

We only collect information that we need to provide our services, and we collect it lawfully and fairly.

Personal details: your name, date of birth, address, phone number, email address and emergency contact.

Health information: your medical history, symptoms, test and scan results, referrals, assessment findings, treatment notes, outcome questionnaires and any ultrasound images taken during your care. Health information is sensitive information, so we only collect it with your consent, or where the law allows.

Payment and claims details: your Medicare number, private health fund details and payment records. We do not store your full credit or debit card details.

Website and online purchases: when you buy a guide or course, we collect your name, email, phone number and payment details. When you visit our website, we may automatically collect your device and browser type, your IP address and approximate location, the pages you visit and how long you spend on them.

3. How we collect it

We collect most information directly from you, for example:

• Through your intake forms, which we email to you before your first appointment

• During your appointments, in clinic or by telehealth

• When you call, email or book with us

• When you buy or use our guides and courses online

With your consent, we may also collect information from other people involved in your care, such as your GP, specialist or other health professionals.

You can choose not to give us some information, or to use a pseudonym where that's practical. If we don't have the information we need, we may not be able to provide safe care or process claims for you.

4. Why we use it

We use your information to:

• Assess you and provide your care

• Communicate with you, including appointment confirmations and reminders

• Process payments, Medicare rebates and private health fund claims

• Work with your GP and other health professionals, with your consent

• Review and improve the quality of our care, including case discussions within our clinical team

• Manage our website, guides and courses

• Meet our legal obligations

We may also use your information for a related purpose that you would reasonably expect, or where the law allows. We never sell your personal information.

5. When we share it

We only share your information for the reason we collected it, for a related reason you would reasonably expect, or where the law requires or allows it. This may include sharing with:

• Your GP or other health professionals involved in your care, with your consent

• Medicare (Services Australia) and your private health fund, to process claims

• Businesses that help us run the clinic, including Cliniko (our practice management software), Tyro (card payments and Medicare and private health fund claims), and Stripe, PayPal and Thinkific (online payments for our guides and courses)

• Anyone you ask us to share it with

• Government bodies or others where the law requires it, or where it is needed to lessen a serious threat to someone's life, health or safety

We require our service providers to protect your information.

6. Direct marketing

We will only send you direct marketing, such as newsletters, offers or updates about our guides and courses, if you have agreed to receive it. We follow Australian Privacy Principle 7 and the Spam Act 2003 (Cth).

Every message includes a simple way to unsubscribe. You can also email us to opt out, and we will act on your request within 5 business days. We never use your health information for marketing.

7. How we store and protect it

We store your information in secure, cloud-based systems, including our practice management software, Cliniko. We protect it from loss, misuse and unauthorised access by:

• Limiting access to team members who need it for their role

• Requiring every team member to keep patient information confidential

• Using secure passwords and the security measures of our software providers

We keep health records for as long as the law requires. In Victoria, this is generally at least 7 years after your last appointment, or until you turn 25 if you were under 18 when we last saw you. After that, we destroy or de-identify them securely.

8. Overseas disclosure

Your clinical records are stored in Australia, in our practice management software, Cliniko. Some of our other service providers, such as our online payment platforms and website analytics, may store and process data overseas, including in the United States. Because of how cloud computing works, we can't always tell you exactly where that information is located.

When your information is stored overseas, we remain responsible for protecting it. We do this by:

• Checking that the provider's privacy practices meet Australian requirements

• Asking for further agreements or consents from the provider where needed

• Taking steps to reduce the risk of a breach of this policy

Any overseas disclosure is made in line with the Australian Privacy Principles, particularly Principles 1 and 8.

9. Our website

We use the information collected through our website to manage the site, improve our services and understand how people use it. We will not identify you or your browsing activity unless the law requires us to. Our website is hosted on Squarespace, which uses cookies to make the site work and to give us visitor statistics. You can control or delete cookies through your browser settings. We also use Google Tag Manager. This lets us add tools, such as Google Analytics, that help us understand how people find and use our site. Google may process this information overseas, including in the United States.

10. Accessing and correcting your information

We take reasonable steps to keep your information accurate and up to date, so please tell us if your details change. At any time, you can ask to see the information we hold about you, or ask us to correct it if it's wrong or out of date. Please contact us in writing. We will respond within 30 days.

There is no charge to ask. We may charge a reasonable fee to cover the cost of copying records, and we will tell you before we do. If we can't give you access or make a correction, we will explain why in writing.

11. Data breaches

If your information is involved in a data breach that is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.

12. Questions and complaints

If you have a question or concern about your privacy, please email us at admin@fittphysiotherapy.com with the details in writing. Our leadership and management team will review it and respond within 30 days.

If you are not happy with our response, you can contact:

• The Office of the Australian Information Commissioner: 1300 363 992, oaic.gov.au

• The Health Complaints Commissioner (Victoria): 1300 582 113, hcc.vic.gov.au

13. Contact us

Fitt Physiotherapy

3 Essex Rd, Mount Waverley VIC 3149

Phone: 0416 059 370

Email: admin@fittphysiotherapy.com

Website: fittphysiotherapy.com

Last updated: 22nd October 2026