Last Updated: 21 September 2026

1. Introduction

Active Point Physiotherapy (“we”, “us”, “our”) respects your privacy and is committed to protecting the personal information and health information you provide to us.

This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you visit our website, contact us, make an appointment, attend one of our clinics or otherwise interact with our services.

We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), where applicable.

2. Information We Collect

Depending on how you interact with us, we may collect the following types of information:

Personal and Contact Information

This may include:

• Your name

• Date of birth

• Residential or postal address

• Telephone or mobile number

• Email address

• Emergency contact details

• Other information required to communicate with you or provide our services

Health Information

As a physiotherapy provider, we may collect health information that is necessary to assess and treat you. This may include:

• Medical history

• Current symptoms and conditions

• Previous injuries

• Treatment history

• Referrals and treatment plans

• Relevant diagnostic or medical information

• Information provided by your doctor, specialist or other healthcare professional

• Physiotherapy assessment and treatment notes

• Rehabilitation and therapy information

• Information relating to workers’ compensation, CTP or NDIS services where relevant

Payment and Administrative Information

Where required, we may collect information relating to:

• Health insurance

• Medicare

• NDIS plans

• Workers’ compensation claims

• CTP claims

• Billing and payment information

• Appointment and attendance records

3. How We Collect Information

We may collect personal information directly from you when you:

• Contact us by phone, email or through our website

• Request or make an appointment

• Complete a patient or enquiry form

• Visit one of our clinics

• Participate in an assessment or treatment session

• Provide information during your physiotherapy consultation

• Subscribe to communications or interact with our website

Where appropriate and permitted, we may also receive information from third parties, such as your GP, specialist, hospital, referring healthcare professional, support coordinator, insurer, employer, workers’ compensation authority or other authorised representative.

We will take reasonable steps to ensure you are aware of why your information is being collected and how it may be used or disclosed.

4. Why We Collect and Use Your Information

We collect and use your information for purposes including:

• Providing physiotherapy, rehabilitation and related healthcare services

• Assessing your condition and developing treatment plans

• Managing appointments

• Communicating with you about your treatment

• Coordinating care with other healthcare professionals

• Processing payments and health fund claims

• Managing Medicare, NDIS, workers’ compensation and CTP requirements

• Maintaining accurate clinical and administrative records

• Responding to enquiries

• Managing our clinics and business operations

• Improving the quality and safety of our services

• Meeting legal, regulatory and professional obligations

• Responding to complaints or concerns

• Sending service-related communications where appropriate

We will generally only collect, use or disclose information where it is reasonably necessary for our functions and activities or otherwise permitted or required by law.

5. Health Information

Because physiotherapy involves the assessment and treatment of health conditions, some of the information we collect is sensitive health information.

We take additional care when handling health information and only collect and use information that is reasonably necessary for providing healthcare services, managing your care, or meeting applicable legal and professional requirements.

Where required, we will seek your consent before collecting or disclosing sensitive information, unless an exception under applicable law applies.

6. Disclosure of Personal Information

We may disclose your information where reasonably necessary for the purposes described in this Privacy Policy.

Depending on your circumstances, information may be disclosed to:

• Your GP or referring doctor

• Specialists and other healthcare professionals involved in your care

• Hospitals or healthcare organisations

• Allied health professionals involved in your treatment

• NDIS-related providers or representatives

• Workers’ compensation or CTP authorities

• Insurers and health funds

• Medicare or other relevant government bodies

• Service providers who assist us with administrative, IT, payment, booking or other business functions

• Our professional advisers, where necessary

• Government agencies, regulators or law enforcement authorities where required or authorised by law

We do not sell your personal information.

We will only disclose information for purposes connected with your care, our business operations, legal obligations or other purposes permitted by applicable privacy laws.

7. Overseas Disclosure

Some third-party technology, software, cloud storage, website hosting, payment processing or other service providers we use may store or process information outside Australia.

Where personal information is disclosed to an overseas recipient, we will take reasonable steps to ensure that the disclosure is handled in accordance with applicable privacy requirements.

Where practicable, we will identify relevant overseas recipients or countries where required by applicable privacy law.

8. Website and Cookies

When you visit our website, certain technical information may be collected automatically, such as:

• IP address

• Browser type

• Device information

• Operating system

• Pages visited

• Date and time of visits

• Website usage information

We may use cookies and similar technologies to help operate our website, understand website usage and improve your online experience.

You can generally adjust your browser settings to refuse or restrict cookies. However, doing so may affect some website functionality.

Third-party services used on our website may also use cookies or similar technologies in accordance with their own privacy policies.

9. Website Enquiries and Online Forms

If you submit an enquiry or contact form through our website, we may collect information such as your name, contact details and the information contained in your enquiry.

We use this information to respond to your enquiry and, where appropriate, arrange an appointment or provide information about our services.

Please avoid submitting unnecessary sensitive health information through a general website enquiry form. Where detailed health information is required, we may collect it through appropriate patient or clinical processes.

10. Direct Marketing

From time to time, we may use your contact information to provide information about our services, updates or other communications where permitted by law.

You may request that we stop sending direct marketing communications at any time.

We will respect your request in accordance with applicable privacy and spam laws.

11. How We Store and Protect Your Information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Depending on the nature of the information, security measures may include:

• Secure electronic systems

• Access controls

• Password protection

• Physical security measures

• Restricted access to patient records

• Staff procedures and confidentiality requirements

• Appropriate third-party technology and security services

No method of electronic transmission or storage is completely secure. Therefore, while we take reasonable steps to protect your information, we cannot guarantee absolute security.

12. How Long We Keep Information

We retain personal and health information for as long as reasonably necessary to provide services, maintain appropriate clinical records, meet legal and professional obligations, resolve disputes and fulfil other legitimate business purposes.

When information is no longer required, we will take reasonable steps to securely destroy, delete or de-identify it, where permitted by law.

13. Access to Your Personal Information

You may request access to personal information we hold about you.

You may also request information about how we collect, use or disclose your personal information.

To request access, contact us using the details provided below.

We will generally respond to your request within a reasonable period and may need to verify your identity before providing access.

In some circumstances, access may be refused where permitted or required by law. If access is refused, we will explain the reason where appropriate.

14. Correction of Your Information

We take reasonable steps to ensure that personal information we hold is accurate, complete and up to date.

If you believe that information we hold about you is incorrect, incomplete, out of date or misleading, you may request that it be corrected.

Please contact us with details of the information you believe needs to be corrected.

15. Privacy Complaints

If you believe that we have mishandled your personal information or have not complied with applicable privacy obligations, you may make a complaint to us.

Please contact:

Active Point Physiotherapy
Email: aditi@activepointphysio.com.au

We will review your complaint and take reasonable steps to investigate and respond to it.

We encourage you to contact us first so that we have an opportunity to address your concerns.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC). The OAIC provides information about privacy complaints and the Australian Privacy Principles.

16. Third-Party Websites

Our website may contain links to third-party websites, including external healthcare, payment, social media, mapping or other services.

We are not responsible for the privacy practices or content of third-party websites.

We recommend reviewing the privacy policy of any third-party website before providing personal information.

17. Children’s Privacy

Our services may be provided to children and young people where appropriate.

Where required, we will obtain consent from a parent, guardian or authorised representative and handle the child’s personal and health information in accordance with applicable privacy and healthcare requirements.

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, information-handling practices, technology or applicable laws.

The updated version will be published on our website with the revised “Last Updated” date.

We recommend reviewing this Privacy Policy periodically.

19. Contact Us

If you have questions about this Privacy Policy, wish to access or correct your information, or want to make a privacy complaint, please contact us.

Active Point Physiotherapy
Email: aditi@activepointphysio.com.au
Website: https://activepointphysio.com.au/

Clinic Locations

Castle Hill
OakHill Village Shopping Centre
17/83 David Rd, Castle Hill, NSW 2154
Phone: 02 7255 2000

Hillside Medical Practice – Quakers Hill
15 Douglas Rd, Quakers Hill, NSW 2763
Phone: 02 9837 2766
Mobile: 0413 930 633

Westmead Medical Centre
160 Bridge Rd, Westmead, NSW 2145
Phone: 02 9891 4444
Mobile: 0413 930 633

This Privacy Policy should be reviewed whenever Active Point Physiotherapy’s actual data collection, software providers, website functionality or disclosure practices change. Australian privacy guidance specifically recommends that privacy policies be tailored to an organisation’s actual information-handling practices and kept up to date.