Privacy Policy – The Physio Lounge/The Amputee Physio Lounge/ Scar Rehab

Nov 2, 2026

About this policy

The Physio Lounge/The Amputee Physio Lounge/ Scar Rehab is a physiotherapy practice run by The Physio Lounge Pty Ltd (ABN 14693651035) in Cleveland, Queensland. We keep your personal and health information private and handle it according to the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy explains what information we collect, why we need it, who we share it with, and how you can see or correct it.

What information we collect

We only collect what we need to provide safe, effective physiotherapy. This may include:

your name, date of birth, address, phone number and email
your medical history, current health, medications, and details of your amputation, prosthesis or scars history
assessment findings, treatment notes, photos of scars or wounds (with your consent), and progress measures
the names and contact details of your GP, specialists, prosthetist and other health providers
funding details, such as your NDIS number and plan manager, Work Cover or CTP claim number, Medicare number, or private health fund
the name and contact details of your emergency contact, carer or support coordinator

You can choose to stay anonymous or use a pseudonym when making a general enquiry. We usually need your real name to treat you or bill a funder.

If you choose not to give us some information, we may not be able to treat you safely, write reports your funder needs, or process your claim.

How we collect it

We collect most information directly from you, or from your family or carer with your permission. This happens:

when you phone, email or use the contact form on our website
when you fill in intake forms
during your appointments

We may also receive information from your referrer or other providers, such as your GP, surgeon, prosthetist, NDIS support coordinator, plan manager, or Work Cover or CTP insurer.

Why we collect and use it

We use your information to:

assess you and provide treatment
communicate with you about appointments and your care
write reports and treatment plans for your funders and other providers
send invoices and process claims
meet our legal and professional obligations as a registered physiotherapist

We will not use your information for any other purpose without your consent, unless the law requires or allows it. We do not sell your information, and we do not send you marketing.

All decisions about your care are made by your physiotherapist. We do not use automated systems or AI to make decisions about you.

Who we share it with

We only share your information when it is needed for your care or funding, or with your consent. This may include:

your GP, specialists, prosthetist and other members of your care team
your funder: NDIS plan manager, Work Cover Queensland or your employer (if they are a self-insurer), your CTP insurer, Medicare, or your private health fund
your support coordinator, carer or family, if you have given permission
our IT, booking and accounting providers, who must keep it confidential

We may also share information without your consent when the law requires or allows it, such as a court order or subpoena, or to lessen a serious threat to someone's life, health or safety.

Work Cover and CTP claims: When your treatment is funded under a Work Cover or CTP claim, we share treatment plans, progress reports and invoices with the insurer managing your claim. With your consent, we may also share them with your employer's rehabilitation and return to work coordinator, your lawyer, or an independent medical examiner. Some sharing is required under Queensland's workers' compensation and motor accident insurance laws.

NDIS: We provide supports to plan-managed and self-managed NDIS participants. We follow the NDIS Code of Conduct, which requires us to respect your privacy. We may share information with the NDIS Quality and Safeguards Commission if the law requires it.

We do not use your Medicare, NDIS or claim number as our own client identifier. We only use it to bill or report to the organisation it belongs to.

Carers, nominees and children

Many of our clients involve a family member, carer, NDIS nominee or guardian in their care. We will only share information with them, or let them access your records, if you agree, or if they are legally authorised to act for you. Tell us who you would like involved, and you can change this at any time.

For clients under 18, we usually deal with a parent or guardian. We take into account the young person's own wishes as they become more able to make their own decisions.

How we store and protect it

Your records are kept using Zanda, a secure, password-protected system. Any paper records are kept in a locked cabinet and scanned or destroyed securely.

We keep health records for at least 7 years after your last appointment. For clients under 18, we keep them until at least age 25. After that, records are destroyed securely.

If a data breach is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.

Seeing and correcting your information

You can ask to see or get a copy of the information we hold about you. Contact us in writing and we will respond within 30 days. We may charge a reasonable fee for copying, but not for making the request.

If you think something is wrong or out of date, let us know and we will correct it. In rare cases the law allows us to refuse access or not make a correction. If so, we will tell you why in writing and how to complain. If we don't make a correction you asked for, you can ask us to add a note to your record saying you believe it is wrong.

Our website and email

When you use the contact form on our website, the details you enter are sent to us by email. Our website is hosted by Wix, which may store data on servers outside Australia, including in the United States. Email and some software providers may also store data overseas.

Please don't include detailed health information in the website contact form. We will collect it securely at your first appointment.

Our website may use cookies to work properly and to count visitors. You can turn cookies off in your browser settings.

Questions and complaints

If you have a question or concern about your privacy, please contact us:

Email: info@thephysiolounge.com.au
Phone: 0409913297

Please make your complaint to us first, in writing if possible. We will acknowledge it within 7 days, look into it, and give you a written response within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

NDIS participants can also raise concerns with the NDIS Quality and Safeguards Commission at ndiscommission.gov.au.

If you need this policy in another format, such as large print or read aloud, or need an interpreter, please ask us.

We may update this policy from time to time. The latest version is always on our website.

Last updated: November 2026