pRIVACY POLICY
About this policy
Streamline Physiotherapy cares about the people who trust us with their health, and that care extends to the personal information shared with us along the way.
This policy explains what information we collect, why we collect it, how we look after it and the choices available to you. It applies to our physiotherapy services, our website and any other way you connect with us.
We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. As a health service provider in New South Wales, we also follow the Health Records and Information Privacy Act 2002 (NSW), along with the professional and record keeping obligations that apply to registered physiotherapists under the Physiotherapy Board of Australia and AHPRA.
In this policy, "we", "us" and "our" refer to Streamline Physiotherapy Pty Ltd (ABN 73 664 705 113), the physiotherapy and endurance performance practice in Thirroul, New South Wales, also known as Streamline Physiotherapy & Performance Coaching.
The information we collect
We only collect information that helps us care for you well, run the practice responsibly and stay in touch in the ways you have chosen. Depending on how you connect with us, this may include the following.
Identity and contact details such as your name, date of birth, address, email and phone number
Health information such as your medical, injury and training history, assessment findings, treatment notes, exercise programs and the goals you share with us
Running and movement analysis records, which can include video or images taken during an assessment with your consent
Coaching information such as training plans, training data you choose to share and progress notes
Referral and funding details such as GP referrals, Medicare, private health fund, DVA, NDIS or insurer information
Emergency contact details, and parent or guardian details for anyone under 18
Payment and billing records
Messages you send through our website, email, phone or social media
Details you provide when applying to join our team
Website usage information such as pages visited, collected through cookies and analytics
Health information is treated as sensitive information under Australian privacy law. We collect it with your consent and only where it is reasonably needed to provide your care.
You are welcome to make a general enquiry without telling us who you are. Once care or coaching begins, we need to know who you are so we can look after you safely and keep accurate clinical records.
How we collect it
Most information comes directly from you. This happens when you book online, complete an intake form, call or email the practice, attend an appointment, fill in a form on our website or sign up for one of our free guides.
Sometimes information comes to us from someone else involved in your care. This can include your GP or another health professional who refers you, a funding body such as DVA, the NDIS or an insurer, or a parent or guardian. Where this happens, we take reasonable steps to let you know.
Why we collect it and how we use it
Your information is used to support your care and your goals. In practice, that means we use it for the following purposes.
Assessing, treating and coaching you in a way that reflects your history, your sport and what matters to you
Keeping accurate clinical records, as registered physiotherapists are required to do
Managing bookings, reminders and follow up communication
Working alongside your GP, specialist, coach or other providers, with your consent
Processing payments, rebates and claims with Medicare, health funds, DVA, the NDIS or insurers
Responding to your questions and feedback
Sending resources, guides or updates you have asked to receive
Reviewing and improving our services, our website and our team training
Considering applications from people interested in joining the team
Meeting our legal, insurance and professional obligations
If we would like to use your information for a purpose you would not reasonably expect, we will ask you first.
Who we may share it with
Your information stays within the circle of people who support your care or help the practice run, and it is never sold. It may be shared with the following people and organisations.
Members of the Streamline team involved in your care, coaching or bookings
Your GP, specialist or other health professionals, with your consent
Medicare, private health funds, DVA, the NDIS, workers compensation or other insurers, where this is needed for your funding or claim
A parent, guardian or authorised representative, where appropriate
Trusted service providers who support our practice systems, such as our practice management software, website host, email platform, payment provider, IT support and accountant
Our professional advisers and insurers, where required
Government bodies, regulators or others where the law requires or authorises it, including where there is a serious threat to someone's life, health or safety
Service providers only receive the information they need to do their work for us, and they are expected to protect it.
Our website and the platforms we use
Our website and practice systems run on a small number of established platforms, and each one handles information in a specific way.
These platforms support our website hosting and website forms, online bookings and clinical records, practice email and document storage, and the emails and free guides you have chosen to receive. Depending on how you use them, they may collect your contact details, booking details, form responses, health records and email activity such as opens and clicks.
Our website uses cookies and general analytics, which can include pages visited, device type and approximate location. Cookies help the website work smoothly and help us understand which pages are useful. Your browser settings let you limit or remove cookies at any time, and most of the site will still work.
Some of our providers store information outside Australia, most commonly in the United States. Before using a provider, we take reasonable steps to check that your information will be handled in a way that is consistent with the Australian Privacy Principles.
Our website and social media may link to other sites. Those sites have their own privacy policies, and we encourage you to read them.
How we store and protect it
Your records are stored electronically in secure, password protected systems, and access is limited to team members who need it for their role. Everyone on the Streamline team is bound by confidentiality, and registered physiotherapists also work under the Physiotherapy Board of Australia Code of Conduct.
Health records are kept for at least seven years after your last visit. For anyone who was under 18 when they last attended, records are kept until they turn 25. After that time, records are securely destroyed or de identified.
If a data breach ever occurs that is likely to result in serious harm, we will let you and the Office of the Australian Information Commissioner know, in line with the Notifiable Data Breaches scheme.
Accessing and correcting your information
You are welcome to ask for a copy of the information we have about you, or to ask us to update it. Accurate records support better care, so we appreciate you letting us know when your details change.
Requests can be made by emailing reception@streamlinephysiotherapy.com.au. We may need to confirm your identity first, and we aim to respond within 30 days. There is no charge for making a request. A reasonable fee may apply where a large amount of copying or staff time is involved, and we will tell you about any fee beforehand.
On rare occasions the law allows or requires us to decline a request. If that happens, we will explain why in writing and outline the options available to you.
Emails and updates
You will only receive our guides, training resources and updates if you have chosen to. Every email includes an unsubscribe link, and you can also email us to be removed at any time. We follow the Spam Act 2003 (Cth).
Unsubscribing from updates does not affect appointment reminders or messages about your care. Your clinical information is never used for marketing.
Questions, feedback and complaints
Feedback about privacy helps us keep improving, and we would genuinely like to hear it. The best first step is to contact us using the details below so we can understand what happened and work on it with you.
We will acknowledge your message within 7 days and aim to give you a full response within 30 days.
If you would like to take it further, these independent bodies can help.
Organisation
Office of the Australian Information Commissioner
Privacy complaints under the Privacy Act
oaic.gov.au or 1300 363 992
Information and Privacy Commission NSW
Health privacy complaints under NSW law
ipc.nsw.gov.au or 1800 472 679
Health Care Complaints Commission NSW
Concerns about health care or a health practitioner
hccc.nsw.gov.au or 1800 043 159
Contact us and updates to this policy
Streamline Physiotherapy Pty Ltd, ABN 73 664 705 113
Shop 5, 282-298 Lawrence Hargrave Drive, Thirroul NSW 2515
Phone (02) 4285 8754
Email reception@streamlinephysiotherapy.com.au
Website streamlinephysiotherapy.com.au
This policy is reviewed from time to time as our services, systems and the law evolve. The current version always lives on this page. Last updated September 2026.