Privacy Policy

Who is responsible for your information

One Stop Physio is a registered business name of Cook’s Consultants Pty Ltd (ABN 40 654 744 411). In this policy, “One Stop Physio”, “we”, “us” and “our” refer to that business.

This policy applies to onestopphysio.com.au and personal information handled by One Stop Physio in connection with our Moorebank and Prestons services. A medical centre, booking platform, insurer, referrer or other external provider may also handle information under its own privacy policy.

Information we may collect

The information we collect depends on how you interact with us and may include:

• your name, date of birth and contact details;
• appointment, referral, billing and payment information;
• Medicare, private health, NDIS, DVA, workers compensation or CTP details where relevant;
• health information such as your history, symptoms, injuries, diagnoses, medications, reports, functional capacity and rehabilitation progress;
• communications, consent records, feedback and enquiries; and
• technical website information such as device, browser, IP address, pages viewed, referral source and cookie or analytics data.

Health information is sensitive information. We only seek information reasonably needed to provide or administer services, meet legal obligations, respond to an enquiry or operate the website.

How we collect information

We may collect information directly from you when you call, email, complete a website or intake form, book or attend an appointment, make a payment, use our website or communicate with our team.

Where permitted, we may also receive information from your authorised representative, GP or other treating practitioner, a hospital, insurer, employer, NDIS representative, government body, booking platform or another party involved in your care or claim.

If you provide information about another person, you should have authority to do so. You may deal with us anonymously or using a pseudonym where lawful and practical, but this may limit our ability to provide clinical or funded services.

Why we use and disclose information

We may use or disclose personal information to:

• assess, provide and coordinate allied-health care;
• manage bookings, reminders, enquiries, payments and accounts;
• communicate with referrers, care teams, authorised representatives, insurers and funding bodies where permitted;
• prepare clinical records, reports, invoices and claim documentation;
• support safety, quality improvement, complaints handling and staff administration;
• operate, secure, analyse and improve our website and services; and
• meet professional, regulatory, legal and insurance obligations.

We may use de-identified information for service planning, quality improvement or reporting. We do not sell personal information. We do not use health information for direct marketing unless the required consent has been obtained.

Service providers and external platforms

We use external providers where reasonably necessary, including practice-management and booking services such as Halaxy, website hosting and forms, email and communications services, payment or claiming systems, IT support, professional advisers and analytics services such as Google Analytics and Google Tag Manager.

Prestons enquiries or bookings may also involve MediPharm Medical Practice or Healthengine. Following a link to Halaxy, Healthengine, Google Maps or another external service takes you to that provider’s environment and its own privacy terms.

Some providers may process or store information outside Australia. Where the Australian Privacy Principles apply, we take reasonable steps in relation to overseas handling as required by law. Please contact us if you want more information about a particular disclosure.

Website cookies and analytics

Our website may use essential cookies and similar technologies to operate forms, security and site features. Analytics and advertising-measurement technologies may collect technical usage information to help us understand performance and marketing effectiveness.

You can manage cookies through your browser and any consent controls shown on the website. Blocking some cookies may affect functionality. See our Cookie Policy for more detail.

Storage, security and retention

Information may be held in electronic systems and, where applicable, paper records. We take reasonable steps to protect it from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include access controls, passwords, secure platforms, staff confidentiality and appropriate technical safeguards.

No method of electronic transmission or storage is completely secure. We retain information for as long as reasonably needed for the purpose collected and to meet clinical, legal, insurance and record-keeping obligations, then take reasonable steps to destroy or de-identify it when lawful to do so.

Accessing or correcting your information

You may ask to access personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. Contact us using the details below. We may need to verify your identity or authority before responding.

Access can be limited in circumstances permitted by law. If we refuse an access or correction request, we will explain the decision and available complaint options where required. We do not charge for making a correction request.

Privacy concerns and complaints

Please contact us first if you have a privacy concern. Include enough information for us to understand and investigate it. We will acknowledge and respond within a reasonable period.

If you are not satisfied, you may be able to contact the Office of the Australian Information Commissioner or another relevant regulator.

Changes to this policy

We may update this policy when our services, systems, legal obligations or privacy practices change. The current version and effective date will be published on this page.