Privacy Policy

Rehab Balance
Last updated:  October 2026

1. Our Commitment to Your Privacy

Rehab Balance is committed to protecting the privacy and confidentiality of personal information entrusted to us by our patients, clients, referrers, website visitors and other individuals we interact with.

We recognise that personal information, particularly health information, is sensitive and must be handled with care. We take reasonable steps to protect the information we collect, store, use and disclose in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and any other applicable privacy legislation.

This Privacy Policy explains what information we collect, why we collect it, how we use and protect it, and the choices and rights available to you.

2. What Information We Collect

The type of information we collect depends on your relationship with Rehab Balance and the services you access.

Personal information

We may collect personal information such as:

• Your name, date of birth, gender and contact details.

• Your residential and postal address.

• Emergency contact details and information about your nominated representatives.

• Employment, occupation and relevant workplace information.

• Medicare, private health insurance, funding, claim or payment details, where applicable.

• Information provided through website enquiry forms, emails, telephone calls and other correspondence.

• Information relating to referrals, appointments and service administration.

Health and sensitive information

When providing rehabilitation or other health-related services, we may collect sensitive information necessary for your care, including:

• Medical history, health conditions, injuries and disabilities.

• Symptoms, assessments, clinical observations and treatment plans.

• Reports, referrals and information received from other healthcare professionals.

• Functional capacity, rehabilitation progress and outcomes.

• Information relevant to workplace injuries, insurance claims or return-to-work arrangements, where applicable.

• Other health information reasonably necessary to assess your needs and provide appropriate services.

We collect sensitive information only where permitted by law and, where required, with your consent.

Website information

When you visit our website, we may collect technical information such as your IP address, browser type, device information, pages visited, referring websites and interactions with our website.

This information may be collected through cookies, website analytics and similar technologies, subject to the tools and settings used on our website.

3. How We Collect Information

We may collect personal information directly from you when you:

• Contact us by telephone, email or through our website.

• Submit an enquiry or referral.

• Register for, book or attend an appointment.

• Complete intake forms, consent forms or assessments.

• Receive services from Rehab Balance.

• Provide feedback or communicate with our team.

Where appropriate and permitted by law, we may also collect information from third parties, including your referring practitioner, treating healthcare professionals, employer, insurer, rehabilitation provider, funding body or authorised representative.

Where we collect information from another source, we will take reasonable steps to ensure you are informed about the collection where required by law.

4. Why We Collect and Use Your Information

We collect, hold, use and disclose personal information for purposes reasonably connected with our services and business operations, including:

• Responding to enquiries and arranging appointments.

• Assessing your needs and providing rehabilitation or other relevant services.

• Maintaining accurate clinical and service records.

• Coordinating your care with other treating practitioners, where authorised or otherwise permitted by law.

• Managing referrals, reports and communications with relevant parties.

• Administering payments, invoices, funding arrangements and insurance claims.

• Meeting legal, regulatory, professional and record-keeping obligations.

• Managing feedback, complaints and requests for access to information.

• Maintaining website security, improving website performance and understanding website usage.

• Communicating relevant service information and, where permitted, sending marketing communications.

We will not use or disclose your personal information for unrelated purposes unless you consent or the use or disclosure is otherwise permitted or required by law.

5. Consent to Collecting Health Information

Health information is sensitive information under Australian privacy law and receives additional protection.

Where required, we will seek your consent before collecting health information. We will explain why the information is needed and how it may be used or disclosed.

You may choose not to provide certain information. However, if the information is necessary to assess your needs, coordinate your care or provide a service, this may limit our ability to provide that service safely or appropriately.

You may withdraw consent where applicable, subject to legal and professional obligations and any consequences this may have for the services we can provide.

6. When We Disclose Personal Information

We do not sell your personal information.

We may disclose personal information to relevant third parties where necessary for our services, where you have consented, or where disclosure is otherwise permitted or required by law.

Depending on your circumstances, these parties may include:

• Your referring doctor, treating practitioner or other healthcare professionals involved in your care.

• Your employer, insurer, rehabilitation coordinator or relevant funding body, where applicable and authorised.

• Medicare, private health insurers or other relevant payment and funding organisations.

• Our professional advisers, accountants, legal representatives and insurers.

• Service providers who support our business operations, such as website hosting companies, IT support providers, booking platforms, email providers and secure information management systems.

• Government agencies, regulators, law enforcement bodies or courts where disclosure is legally required or authorised.

We take reasonable steps to ensure that third-party service providers who handle personal information on our behalf protect that information appropriately.

We will not disclose your health information to an employer, insurer, family member or other third party simply because they request it. Disclosure will be assessed in accordance with applicable privacy requirements, your consent where required, and any relevant legal authority or exception.

7. Overseas Disclosure

Some third-party technology providers may store or process information outside Australia.

Where our use of a service involves overseas disclosure of personal information, we will take the steps required by applicable privacy law, including addressing relevant requirements under Australian Privacy Principle 8 where applicable.

The countries in which information may be processed will depend on the services and providers used by Rehab Balance.

Before publishing: Rehab Balance should confirm which website hosting, booking, email, cloud storage and other service providers it uses, and whether any of these providers store or process personal information overseas.

8. Website Cookies and Analytics

Our website may use cookies and similar technologies to support website functionality, improve user experience, maintain security and understand how visitors use our website.

Analytics tools, such as Google Analytics, may collect information about website traffic and visitor interactions. This information may include device and browser details, pages visited and general usage patterns.

Where applicable, you can manage cookies through your browser settings or the consent options provided on our website. Disabling certain cookies may affect some website functions.

Please note that third-party websites linked from our website operate under their own privacy policies. We are not responsible for their privacy practices.

9. How We Store and Protect Your Information

Rehab Balance takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Depending on the information and systems involved, safeguards may include:

• Secure electronic systems and access controls.

• Password protection and restricted access to records.

• Appropriate physical security for paper records.

• Staff confidentiality obligations and privacy procedures.

• Reasonable security measures for our website and information systems.

• Secure disposal or de-identification of information when it is no longer required, where permitted by law.

No method of electronic transmission or storage is completely secure. While we take reasonable precautions, we cannot guarantee absolute security.

10. How Long We Keep Your Information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including providing services, maintaining records and meeting legal, regulatory, insurance and professional obligations.

Health records may be subject to specific retention requirements depending on the applicable legislation, professional obligations and the circumstances of the service provided.

When information is no longer required and we are not legally required or authorised to retain it, we will take reasonable steps to securely destroy or de-identify it.

11. Accessing and Correcting Your Information

You may request access to the personal information Rehab Balance holds about you and request corrections if you believe it is inaccurate, incomplete, out of date or misleading.

To make a request, contact us using the details provided in this policy. We may ask you to verify your identity before processing your request.

We will respond within a reasonable period and in accordance with applicable privacy law. In certain circumstances, we may be legally permitted to refuse access or limit the information provided. If this occurs, we will explain our decision where required.

You may also request that incorrect information be corrected. If we cannot make a requested correction, we will explain the reasons where required by law and discuss any available options.

12. Direct Marketing and Communications

We may contact you about appointments, services or other matters relevant to your relationship with Rehab Balance.

Where permitted, we may also send marketing or promotional communications. You can opt out of marketing communications at any time by using the unsubscribe facility provided or contacting us directly.

Opting out of marketing communications will not prevent us from sending necessary administrative messages relating to appointments, services or other existing obligations.

13. Children and Representatives

Where we collect personal information about a child or a person who requires assistance with decision-making, we will handle that information in accordance with applicable privacy laws and any relevant consent, authority and capacity requirements.

Depending on the circumstances, we may communicate with a parent, guardian, authorised representative or other person legally entitled to act on the individual's behalf.

We will take reasonable steps to ensure information is only disclosed to an appropriate person.

14. Data Breaches

If Rehab Balance becomes aware of a suspected or actual data breach involving personal information, we will assess the incident and take reasonable steps to contain it, investigate its cause and reduce the risk of further harm.

Where the Notifiable Data Breaches scheme applies and the relevant legal threshold is met, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by law.

15. Privacy Complaints

If you have concerns about how Rehab Balance has collected, used, stored or disclosed your personal information, we encourage you to contact us first so we can investigate your concerns.

Please provide details of your complaint and the outcome you are seeking. We will review the matter and respond within a reasonable period.

If you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner.

Website: https://www.oaic.gov.au/

16. Third-Party Websites and Services

Our website may contain links to external websites or use third-party services and embedded content.

When you access these services, your information may be handled under the relevant third party's privacy policy and terms. We encourage you to review those policies before submitting personal information.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, website, technology, business practices or legal obligations.

The latest version will be published on our website, with the updated date displayed at the top of the policy.

18. Contact Us

If you have questions about this Privacy Policy, wish to access or correct your information, or would like to make a privacy complaint, please contact Rehab Balance.

Rehab Balance

Address: Suite 3, 31 Cherry Street, Ballina NSW 2478

Phone: 0439 469 191

Email: info@rehabbalance.com.au