The Pelvic Floor Physio Co - Privacy Policy

Effective: May 2026

About this policy

Kristina Vuruna trading as The Pelvic Floor Physio Co, ABN 24 368 418 588 ("us", "we", or "our") recognises the importance of your privacy and respects your right to control how your personal information is collected and used.

We are an APP Entity as defined in the Privacy Act 1988 (Cth). This privacy policy is aligned with the Australian Privacy Principles (APPs) as set out in the Privacy Act 1988 (Cth) and describes the way that we collect, hold, use and disclose personal information.

This Privacy Policy applies to our website (the "Site"), to our practice management software (Cliniko), and to the physiotherapy services provided by us, including mobile home visit services.

"Personal Information" means any information that may identify you, or by which your identity might be reasonably determined. This may include your name, address, email address, phone number, and date of birth.

"Sensitive Information" means information about an individual’s health, racial or ethnic origin, political opinions, religious beliefs, sexual orientation, criminal record, or membership of professional associations. Health information collected during the course of physiotherapy treatment is Sensitive Information.

What information we collect

To provide our mobile physiotherapy services, we may collect the following Personal Information:

  • Your name, date of birth, home address, email address, and phone number

  • Emergency contact details

  • Payment and billing information, including credit or debit card details processed through Stripe

  • Your GP’s name, practice, and contact details

  • Medicare provider details and CDM referral information

  • Private health insurance details

We also collect Sensitive Information including:

  • Medical and health history, including obstetric, gynaecological, bladder, bowel, and sexual health history

  • Referral letters and reports from your GP or specialist

  • Current medications and supplements

  • Clinical notes, assessment findings, and treatment records

  • Photographs taken during treatment (only with your explicit consent)

We automatically collect through our Site technical information such as IP address, browser type, pages visited, and referring website. We may use cookies and similar technologies to collect this information.

How we use and disclose your information

Personal and Sensitive Information collected by us will generally only be used and disclosed for the purpose for which it was collected. This includes:

  • Providing physiotherapy assessment, treatment, and ongoing care

  • Managing your appointments and patient records via Cliniko

  • Processing payments via Stripe and reconciling accounts via Xero

  • Communicating with you about appointments, treatment plans, and home exercise programmes

  • Processing Medicare patient claims via Tyro Health

  • Corresponding with your GP as required under a GP Chronic Condition Management Plan

  • Meeting our legal, regulatory, and professional obligations under AHPRA registration standards

We will not disclose, sell, share, or trade your Personal Information to any third party for marketing purposes.

We may disclose health information to other medical service providers (such as your GP or specialist) where:

  • You have provided your consent

  • It is required for the delivery of health services, such as under a CDM referral

  • It is necessary to prevent or lessen a serious threat to your life, health, or safety

  • It is required or authorised by law

Third-party service providers

We use the following third-party services to operate our practice. Your information may be stored or processed by these providers:

  • Cliniko — practice management and patient records (cloud-hosted)

  • Tyro Health — Medicare and health fund claiming

  • Stripe — in-person payment processing

  • Xero — accounting and invoicing

  • Squarespace — website hosting

  • Google (Google Business Profile, Google Analytics) — online presence and website analytics

We only engage third-party providers who maintain appropriate security standards. Some providers may store data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure the recipient is bound by principles substantially similar to the Australian Privacy Principles.

Mobile home visit services — additional privacy considerations

As a mobile physiotherapy practice, treatment is provided in your home. The following additional privacy measures apply:

  • Your home address is collected solely for the purpose of providing home visit services and is stored securely in Cliniko

  • Your home address will not be disclosed to any third party except as required for the provision of care or as required by law

  • Clinical notes recorded during home visits are entered into Cliniko and are subject to the same security protections as all patient records

  • If another person is present in your home during treatment, we will confirm with you whether you consent to treatment proceeding in their presence before commencing

Access and accuracy

You can access and/or correct information we hold about you at any time by contacting us. We encourage you to keep your Personal Information up to date.

We will respond to your request within a reasonable time. We reserve the right to charge a reasonable administration fee to cover costs where information is held in archived storage.

If required by law, or where the information relates to existing or anticipated legal proceedings, we may deny your request. We will respond in writing, setting out the reasons for any refusal.

Storage and security

We take reasonable steps to protect your Personal and Sensitive Information from misuse, loss, unauthorised access, modification, or disclosure. Our security measures include:

  • Password-protected access to Cliniko, with two-factor authentication enabled

  • Encrypted data storage via Cliniko’s cloud infrastructure

  • Secure payment processing via Stripe (PCI-DSS compliant)

  • Access restricted to authorised practitioners only

Despite these measures, no data security system can guarantee 100% security at all times. Information transmitted via the internet is at your own risk.

If we no longer require your Personal Information, we will take reasonable steps to destroy or permanently de-identify it. Health records will be retained and destroyed in accordance with our professional obligations under AHPRA and applicable health records legislation. In Victoria, health records must be retained for a minimum of 7 years from the date of last entry (or until the patient turns 25, whichever is later).

Data breach notification

If we have reason to suspect a data breach has occurred, we will undertake an assessment in accordance with the Notifiable Data Breaches scheme under the Privacy Act. If we determine there has been an eligible data breach, we will notify you and the Office of the Australian Information Commissioner as soon as reasonably practicable.

Cookies and website analytics

When you visit our Site, we may use cookies and similar technologies to collect information about your browsing activity. This information is collected via Google Analytics and Squarespace’s built-in analytics. You can disable cookies through your browser settings. Doing so may affect the functionality of our Site.

Third-party websites

Our Site may contain links to other websites. We are not responsible for the privacy practices or content of those websites.

Marketing communications

We may send you information about our services that we consider relevant to your care, via email and in accordance with the Spam Act 2004 (Cth). You may opt out at any time by following the unsubscribe link in any email or by contacting us. Opting out will not affect service-related communications such as appointment reminders.

Changes to this policy

We may update this Privacy Policy from time to time. Updated versions will be posted on our Site. Your continued use of our Site and services constitutes your acceptance of the current Privacy Policy. This policy is effective as of May 2026.

Complaints and enquiries

If you have any questions, concerns, or complaints regarding your privacy, please contact us:

Kristina Vuruna The Pelvic Floor Physio Co

ABN 24 368 418 588

Email: info@thepelvicfloorphysioco.com.au

If you are not satisfied with our response, you are entitled to contact the Office of the Australian Information Commissioner (OAIC) by phoning 1300 363 992 or visiting www.oaic.gov.au.