Physio Focus Privacy Policy
Effective Date: 8 October 2026
1. Our Commitment to Your Privacy
Physio Focus is dedicated to protecting the privacy of our patients. We are bound by the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and the Health Privacy Principles (HPPs) under the Health Records and Information Privacy Act 2002 (NSW). This policy outlines how we collect, use, disclose, and safeguard your personal and health information.
Our Gymea Pilates studio operates under the name Physio Focus Pilates, and provides two service streams: physiotherapy services, and exercise physiology services where offered (the “Clinical Path”), and instructor-led Pilates and group fitness classes with no private health fund, Medicare, DVA, WorkCover or CTP rebate available (the “Fitness Path”). Both streams — including the instructor-led Fitness Path — are operated by Physio Focus Pilates, and this policy applies to both of them. Where services are provided by AHPRA-registered physiotherapists, we are bound by AHPRA’s registration standards and codes of conduct; where services are delivered by ESSA-accredited exercise physiologists, we adhere to the ESSA Code of Professional Conduct; and where a claim is made under a CTP or workers compensation policy, we comply with the requirements of the State Insurance Regulatory Authority (SIRA).
2. What Information Do We Collect?
We collect information that is necessary to provide you with the highest standard of physiotherapy care. This may include:
Personal Information: Your name, date of birth, address, email, and phone number.
Emergency Contact Details: Name and phone number of your nominated emergency contact.
Health Information (Sensitive Information):
Medical history, including pre-existing conditions, allergies, and medications.
Symptoms, diagnosis, and treatment plans.
Consultation notes, clinical images, and reports.
Referrals from and reports to other healthcare professionals (e.g., your GP or specialist).
Medicare, DVA, or Private Health Fund details.
Information related to WorkCover, CTP, or other insurance claims.
Billing Information: Credit card details (in some instances) and billing history.
Class Pack & Membership Information: class pack balances, membership status, and package purchase history. Applies across both paths, and to any clinic that offers class packs, not just the Fitness Path.
Usage Information: Booking history, class attendance records, and communications with us.
Fitness Path (Pilates and group fitness) clients: because no private health fund, Medicare, DVA, WorkCover or CTP claims are made for these classes, we do not collect the clinical Health Information listed above for Fitness Path-only clients. We do collect limited health screening information when you book (for example, your answers to our pre-exercise health questions and any health details you choose to tell us) so our instructors can keep you safe in class. This is treated as Health Information (Sensitive Information) and protected in the same way. Full clinical Health Information is collected only where you receive services through our Clinical Path.
3. How We Collect Your Information
We will always aim to collect information directly from you. This may happen when you:
Complete a patient intake form, or answer our health screening questions when you book online.
Communicate with us during a consultation.
Contact us via phone, email, or our website, or join our mailing list or early bird list.
In some situations, we may need to collect information from a third party, such as:
Your referring doctor, specialist, or other healthcare provider.
A family member or guardian (if you are unable to provide it).
Your insurance provider (e.g., WorkCover, Private Health Fund).
We will only collect information from third parties with your consent, unless otherwise required or permitted by law.
4. Why We Collect, Use, and Disclose Your Information
We handle your information for the following purposes:
Primary Purpose: To provide you with physiotherapy and related healthcare services, and Pilates and fitness classes. This includes assessing your condition, providing treatment, and managing your ongoing care.
Secondary Purposes:
Administration: To manage our clinic, including scheduling appointments, billing, and processing payments.
Communication: To send you appointment reminders (via SMS or email) and communicate with you about your care, or to send you information about our latest specials and services. You can opt-out of this communication at any time.
Reporting: To communicate with other healthcare professionals involved in your care (e.g., your GP or specialist), but only with your consent.
Insurance & Claims: To liaise with organisations like Medicare, DVA, WorkCover, or your private health fund for the purpose of processing your claim.
Legal Requirements: To comply with any legal obligations, such as mandatory reporting or responding to a court order. This includes our professional obligations under AHPRA registration standards, the ESSA Code of Professional Conduct for exercise physiology services, and, for CTP and workers compensation matters, the requirements of the State Insurance Regulatory Authority (SIRA).
Quality & Research: For internal quality assurance, accreditation, or research purposes. Where possible, any information used for these purposes will be de-identified. We will seek your explicit consent for any research projects.
We will not use or disclose your information for any purpose other than those listed above without your explicit consent.
5. Marketing & Photography
If you join our mailing list or early bird list, we will only send you news and offers by email or SMS with your consent, and every message will include a way to unsubscribe. Where you have provided consent — for example, by answering “Yes” to our photo consent question when you book, or as otherwise confirmed by you in writing — we may photograph or film classes and events for marketing purposes (e.g. social media, our website). If you answer “No”, we will not use your image. You may withdraw this consent at any time by notifying reception or your instructor in writing. Use of a minor’s image requires separate written consent from a parent or guardian.
6. How We Store and Protect Your Information
We take reasonable steps to protect your information from misuse, loss, unauthorised access, modification, or disclosure. Our security measures include:
Electronic Records: Stored on a secure database designed for health practices.
Practice Management Systems: We use a combination of Cliniko, PT Minder and Momence across our clinics to manage client bookings, records, and payments. The specific combination varies by clinic (our Physio Focus Pilates studio uses Momence).
Clinical records are retained for a minimum of 7 years from your last consultation, or if you were under 18 years of age at that time, until you turn 25, as required by the Health Records and Information Privacy Act 2002 (NSW).
In the unlikely event of a data breach that is likely to result in serious harm, we will comply with the Notifiable Data Breaches (NDB) scheme, which includes notifying you and the Office of the Australian Information Commissioner (OAIC).
7. Access to and Correction of Your Information
You have a right to access the personal and health information we hold about you. You can also request a correction if you believe it is inaccurate, out-of-date, or incomplete.
To request access or correction, please:
Submit your request in writing to our Privacy Officer (details below).
Provide proof of your identity.
We will respond to your request within a reasonable timeframe (usually within 30 days). A small administrative fee may apply for providing access. In some limited circumstances, as permitted by law, we may deny access. If we do, we will provide you with a written reason for the refusal.
8. Disclosure to Overseas Recipients
We use third-party services (e.g., for cloud data storage, booking and practice management software, and payment processing) that may store data in overseas locations. Our Physio Focus Pilates booking system, Momence, stores data with Amazon Web Services (AWS) on servers located outside Australia. We will take reasonable steps to ensure that any overseas recipient of your information handles it in line with the Australian Privacy Principles.
9. How to Make a Complaint
If you have a concern or complaint about how we have handled your privacy, please contact our Privacy Officer.
Privacy Officer: Harrison Dale, Director Email: admin@physiofocus.com.au
Caringbah Rehab & Performance Centre
Phone: (02) 9524 9003
Address: Unit 2 / 65-75 Captain Cook Drive, Caringbah 2229
Cronulla Physio Focus
Phone: (02) 9544 4884
Address: 3/18 Laycock Ave, Cronulla 2230
Gymea Physio Focus
Phone: (02) 9526 6686
Address: Shop 1, 106 Gymea Bay Road, Gymea 2227
Jannali Physio Focus
Phone: (02) 9528 0322
Address: 562 Box Road, Jannali 2226
Physio Focus Pilates
Phone: (02) 8520 4008
Address: Ground Floor Shop, 100 Gymea Bay Road, Gymea 2227 · Email: pilates@physiofocus.com.au
We will investigate your complaint and provide you with a response in writing. If you are not satisfied with our response, you can escalate your complaint to the relevant regulatory bodies:
For complaints under the Privacy Act 1988 (Federal):
Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Website: www.oaic.gov.au
For complaints under the HRIP Act 2002 (NSW):
Information and Privacy Commission NSW (IPC)
Phone: 1800 472 679
Website: www.ipc.nsw.gov.au
10. Policy Updates
This Privacy Policy may be updated from time to time. The latest version will always be available on our website or at our clinic reception.
