Last updated: 09/07/2026
This policy applies to Macquarie Physiotherapy Pty Ltd (ABN 44 003 873 372), which operates our Gateshead and Belmont clinics and the Macquarie Exercise Centre, and Macquarie Physiotherapy and Sports Injury Clinic Glendale Pty Ltd (ABN 47 160 509 571), which operates our Glendale clinic (together, “we”, “us”, “our”). We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Health Records and Information Privacy Act 2002 (NSW).

This policy explains what information we collect, how we use and protect it, who we share it with, and how you can access it or make a complaint.

What information we collect

As a healthcare provider, most of the information we collect is health information, which is treated with the highest level of protection under Australian privacy law. The information we may collect and hold includes:

• Your name, date of birth, address, phone number, email address and emergency contact details
• Medicare number, DVA number, NDIS participant details, private health fund details and other government identifiers (we do not use these to identify you within our practice)
• Health information, including your medical history, current health conditions, treatment notes, referrals, reports and correspondence from other health providers, and outcomes of your care
• Insurance and claim information for Workers Compensation, Compulsory Third Party (CTP) and similar claims
• Payment and billing information
• Information you provide through our website contact forms or when booking online

How we collect it

Wherever practical, we collect your information directly from you — in person, by phone, through our intake and consent forms, or through our online booking system. We may also collect information from:

• Your GP, specialist or other treating health professionals (for example, referral letters and reports)
• Medicare, the Department of Veterans’ Affairs, the NDIA, insurers, employers and claims agents, where relevant to your care or a claim
• A parent, guardian or carer, where you are unable to provide information yourself

Why we collect and how we use your information

We collect, hold and use your personal information to:

• Assess, diagnose and treat your condition, and plan and coordinate your care
• Communicate with you about appointments, including confirmations and reminders by SMS or email
• Process billing, Medicare, DVA, NDIS, health fund and insurance claims
• Liaise with your other treating practitioners so you receive coordinated, continuous care
• Meet our legal, regulatory and insurance obligations
• Carry out practice management activities such as quality improvement, accreditation and staff training
• With your consent, send you information about our services (you can opt out at any time — see “Marketing communications” below)

Who we share your information with

We only share your information where it is necessary for your care, where you have consented, or where we are required or permitted by law. Depending on your circumstances, this may include:

• Your GP, referring doctor, specialists and other health professionals involved in your care
• Medicare, the Department of Veterans’ Affairs, the National Disability Insurance Agency, private health funds, Workers Compensation and CTP insurers, and their claims agents
• Service providers who support the operation of our practice, such as our practice management and booking software provider (Nookal), accounting software provider, IT support, and SMS/email communication services. We take reasonable steps to ensure these providers handle information in accordance with the Privacy Act
• Our professional indemnity insurers and legal advisers, where required

We do not sell your personal information to anyone. We are unlikely to disclose your personal information overseas; where a service provider stores data outside Australia, we take reasonable steps to ensure comparable privacy protections apply.

Our website, cookies and analytics

Our website uses cookies and similar technologies to help it function and to help us understand how it is used. Specifically:

• Analytics: we use Google Analytics and Google Tag Manager to collect de-identified information about website usage, such as pages visited, time on site and the general location and device type of visitors. This helps us improve our website and services.
• Advertising: we use advertising tags and pixels (including Google Ads and Meta/Facebook Pixel) which may collect information about your visit to show you relevant advertising and measure advertising effectiveness. These technologies may involve third-party cookies set by Google or Meta.
• Online bookings: when you book online, you are transferred to our secure booking system operated by Nookal. Information you enter there is collected in accordance with this policy and Nookal’s own privacy practices.

You can control or delete cookies through your browser settings, and opt out of personalised advertising through Google and Meta’s ad settings. Disabling cookies will not prevent you from booking or contacting us.

Marketing communications

With your consent, we may send you appointment reminders and occasional information about our services by SMS or email. You can withdraw your consent or opt out at any time by using the unsubscribe link in an email, replying STOP to an SMS, or contacting your clinic. Opting out of marketing does not affect appointment reminders unless you ask us to stop those too.

How we store and protect your information

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include secure electronic practice management systems with access controls, staff training and confidentiality obligations, secure premises, and secure destruction of records no longer required.

How long we keep your information

We retain health records in line with legal requirements in New South Wales: for adults, at least 7 years from the date of last service; for patients under 18, until they turn 25. After the required retention period, records are securely destroyed or de-identified.

Data breaches

In the unlikely event of a data breach involving your personal information that is likely to result in serious harm, we will act in accordance with the Notifiable Data Breaches scheme under the Privacy Act, including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.

Accessing or correcting your information

You have the right to request access to the personal information we hold about you, and to ask us to correct it if it is inaccurate, out of date or incomplete. To make a request, contact your clinic using the details below. We will normally respond within 30 days. We may charge a reasonable fee to cover the cost of providing access (for example, copying records); we will tell you of any cost before proceeding. In limited circumstances, we may refuse access where the law allows, and we will explain our reasons if so.

Questions and complaints

If you have a question about this policy, or believe we have breached your privacy, please contact us:

Privacy Officer
Macquarie Physiotherapy
1 Skyline Way Gateshead NSW 2290
Phone: 02 49548738
Email: gateshead@macquariephysiotherapy.com.au

We take complaints seriously and will respond within a reasonable time, usually 30 days. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC):

Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Online: www.oaic.gov.au

You may also contact the NSW Information and Privacy Commission (www.ipc.nsw.gov.au) regarding health information handled in New South Wales.

Changes to this policy

We review this policy from time to time to reflect changes in law, technology and our operations. The current version will always be available on this page, with the date of the most recent update shown at the top.