📞9376 1443 - Noranda 📞6285 6185 - Malaga

Privacy Policy

Physiotherapy | Exercise Physiology | Occupational Therapy | Speech Therapy

This Privacy Policy sets out the commitment of Palms Physiotherapy & Allied Health (ABN 94 667 991 906) (“Palms”, “we”, “us”, “our”) to protect the privacy of personal information we collect about you, including through our website www.palmsphysiotherapy.com.au (“Website”), as well as through our clinic operations and communications.

Please read this Privacy Policy carefully. By providing us with personal information, you indicate that you have had sufficient opportunity to access this Privacy Policy and that you have read and accepted it and consent to the collection, use, holding and disclosure of your personal information as outlined.

If you do not wish to provide personal information to us, you do not have to; however, this may affect our ability to respond to your enquiry or provide services.

1. Types of personal information we collect

The types of personal information we may collect include:

Identity and contact data: name, date of birth, address, email, phone number, emergency contact details.
Health and clinical data (sensitive information): presenting issues, medical/health history, assessments, treatment plans, progress notes, outcomes, reports, and correspondence relevant to care.
Funding and administrative data: referral details, payer/funding details (e.g., NDIS, Medicare, DVA, insurers, private health), plan/claim information, consent forms.
Transaction data: invoice and payment records and related billing details.
Technical and usage data (Website): IP address, browser type/version, device information, pages visited, time zone setting, and other analytics/cookie data.
Communications data: enquiries and communications with us via web forms, email, SMS, or phone.

Where lawful and practicable, you may choose to interact with us anonymously or by using a pseudonym. Please note this may limit our ability to provide clinical services and meet health record requirements.

2. How we collect personal information

We collect personal information in a number of ways, including when you:

submit an enquiry or request via the Website
contact us by phone, email, or SMS
book an appointment or complete intake and consent documentation
attend an appointment
interact with us through social media pages (where applicable)
use the Website (via cookies/analytics)

We may also collect information from third parties where appropriate and authorised, such as:

your referrer (e.g., GP, specialist)
your authorised representative (e.g., parent/guardian/nominee)
funding bodies/insurers (e.g., NDIS, Medicare, DVA, private health, insurers) for billing and compliance
other service providers involved in your care, where you have consented or where permitted/required by law

If we receive personal information from third parties, we will protect it as set out in this Privacy Policy.

3. Why we collect, hold, use and disclose personal information

We collect, hold, use and disclose personal information as reasonably necessary to carry out our functions and activities, including:

to contact and communicate with you
to provide allied health services and manage your care
to manage bookings, administration, billing, claims and payments
to coordinate care with other providers, where appropriate
for internal record keeping and quality improvement
to respond to feedback or complaints
for legal, regulatory, and professional compliance purposes
to improve Website performance and user experience

We will not use or disclose health information for direct marketing.

4. Disclosure to third parties

We may disclose personal information to third parties where necessary for the purposes above, including:

clinicians and authorised staff within Palms on a “need-to-know” basis
referrers and other treating providers (with consent or where permitted/required by law)
funders/insurers (e.g., NDIS, Medicare, DVA, private health, insurers)
service providers that help us run our business and systems (e.g. practice management software, IT and cloud providers, SMS/email providers, payment processors), who are required to handle information securely

We take reasonable steps to ensure that third parties we disclose information to handle personal information in a manner consistent with privacy requirements.

5. Use of cookies

A cookie is a small text file placed on your device to help remember preferences and improve functionality. We may use cookies and similar technologies to:

help the Website function effectively
analyse Website traffic and usage
improve security and performance

You can block cookies by adjusting browser settings. Some Website features may not work properly if cookies are disabled.

6. Links to other sites

The Website may contain links to third-party sites. This Privacy Policy applies only to information we collect on our Website and through our business operations. We are not responsible for the privacy practices of third-party websites, and we encourage you to read their privacy policies.

7. Data security

We are committed to ensuring that the personal information we hold is secure and protected from misuse, interference, loss and unauthorised access, modification or disclosure.

Measures we may use include:

limiting access to personal information on a need-to-know basis
secure systems and reputable cloud services
password and access controls (and multi-factor authentication where available)
device security and anti-virus protection
confidential handling of clinical and administrative records
secure disposal or de-identification when information is no longer required

While we take reasonable steps to protect personal information, no method of transmission over the internet is completely secure. If a data breach occurs that is likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme under the Privacy Act.

8. Overseas disclosures

Some of our service providers (such as cloud hosting or analytics providers) may store or process data outside Australia. Where this occurs, we take reasonable steps to ensure appropriate safeguards are in place.

9. Access and correction

Access: You may request access to personal information we hold about you. We will respond within a reasonable time.

Correction: If you believe any information we hold is inaccurate, out of date, incomplete, irrelevant or misleading, you may request correction and we will take reasonable steps to correct it.

In some circumstances, we may refuse access or correction where permitted by law. If so, we will provide reasons where appropriate.

10. Complaints

If you believe we have breached this Privacy Policy, please contact us using the details below and we will attempt to resolve your complaint promptly. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

11. Contact details

For any privacy questions, access/correction requests, or complaints:

Palms Physiotherapy & Allied Health (ABN 94 667 991 906)
General / Admin: admin@palmsphysio.au

Noranda
P: (08) 9376 1443
E: noranda@palmsphysio.au
A: 3/36 Benara Road, Noranda WA 6062

Malaga
P: (08) 6285 6185
E: malaga@palmsphysio.au
A: 4/637 Marshall Road, Malaga WA 6090

Last updated: 20 February 2026