Privacy Policy

Last updated: 25/01/2026

At Narrabeen Sports Medicine Physiotherapy Centre Pty Ltd (T/A The Sports Physio Clinic Narrabeen) and West Pymble Physio Clinic Pty Ltd (T/A The Sports Physio Clinic West Pymble) (“we”, “our”, “the Clinic”), we are committed to protecting your privacy and ensuring your personal and health information is handled in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and the NSW Health Records and Information Privacy Act 2002 (HRIPA).

This policy explains how we collect, use, store and protect your personal and health information when you visit our website, attend our clinics, or engage with any of our physiotherapy and allied health services.

  • Information The Sports Physio Clinic Collects
  • How The Sports Physio Clinic Collects Information
  • Why The Sports Physio Clinic Collects Your Information
  • Storage & Security of Your Information at The Sports Physio Clinic
  • Disclosure of Information at The Sports Physio Clinic
  • Accessing or Correcting Your Information at The Sports Physio Clinic
  • Using Our Website
  • The Sports Physio Clinic Communication Preferences
  • Children & Adolescents
  • Data Retention
  • Third-Party Providers
  • Complaints or Concerns – The Sports Physio Clinic
  • Updates to This Policy

We collect only the information required to provide safe and effective healthcare.

Personal Information

  • Full name, date of birth, gender
  • Contact details (address, phone, email)
  • Emergency contact details
  • Medicare, private health fund, NDIS, DVA or insurance details
  • Payment information (processed securely through third-party providers)

Health Information

  • Medical history and current health information
  • GP and specialist details
  • Injury and treatment history
  • Imaging, reports, test results
  • Physiotherapy notes, assessments, exercise plans
  • Information you provide during consultations, forms or questionnaires

Website & Online Data

  • Online booking details
  • Form submissions
  • Non-identifiable website analytics (e.g., IP address, cookies, device type)

We may collect information through:

  • Your direct interactions with us (in person, online bookings, phone, email)
  • Referral letters from GPs, specialists or other health professionals
  • Insurance agencies or sporting organisations (where applicable)
  • Third-party systems such as **Cliniko**, our secure patient management system

We only collect information required for your care or as required by Australian law.

We use your information to:

  • Provide physiotherapy and allied health services
  • Assess, diagnose and manage your health condition
  • Communicate with you regarding appointments, plans and updates
  • Coordinate care with GPs, specialists or other providers (with consent)
  • Process payments, health fund claims or insurance requests
  • Maintain accurate clinical records and legal compliance
  • Improve our services, operations and patient experience

We do not sell your information to third parties.

Your health data is stored securely in Cliniko, which follows strict privacy (click here to access), encryption and security standards, including:

  • Encrypted data storage
  • Secure Australian-based server
  • Controlled, role-based staff access
  • Regular backups and monitoring
  • Compliance with industry privacy regulations

Paper records (if used) are stored in locked, restricted-access areas.

We take all reasonable steps to protect your information from misuse, loss, unauthorised access or disclosure.

We may disclose your information:

  • With your consent (e.g., to your GP, specialist, coach, or insurer)
  • When required by law (court orders, mandatory reporting)
  • When necessary to prevent a serious risk to your health or safety
  • For billing, insurance or administrative purposes

Where possible, we will always seek your consent before disclosure.

Under Australian law, you have the right to:

  • Access your health information
  • Request changes if the information is inaccurate or incomplete
  • Obtain copies of reports, clinical notes or treatment plans
  • Requests can be made via our Contact Us page.

We will respond within a reasonable timeframe, typically within 10 days.

Our website may use cookies and analytics tools to improve performance and user experience.

You may disable cookies in your browser settings.

Online bookings and forms are processed through secure, encrypted systems integrated with Cliniko.

We may send:

  • Appointment reminders
  • Administrative or clinical updates
  • Occasional service or clinic information

You may opt out of non-essential communications at any time.

Clinical communications required for your care cannot be opted out of.

For patients under 18:

  • Information is collected with parent or guardian consent
  • Mature minors may provide their own consent where appropriate under Australian law
  • Records are managed securely and confidentially according to NSW standards

We retain health records in accordance with NSW legal requirements:

  • Adults: Minimum 7 years from last treatment
  • Patients under 18: Until the patient turns 25
  • Records no longer required are securely destroyed or permanently anonymised.

We work with trusted systems that support clinic operations, including:

  • Cliniko (patient management system)
  • Secure email and messaging services
  • Online forms and booking platforms
  • Accounting and payment processing providers

These providers may access limited information only as necessary to deliver their services and must comply with privacy laws.

If you believe your privacy has been breached, please contact us immediately:

 

If the issue remains unresolved, you may contact:

 

We may update this Privacy Policy from time to time. The most current version will always be available on our website.