PACE Physiotherapy & Podiatry
ABN: 12 347 144 911
Privacy Policy
Last updated: April 2026
1. Introduction
PACE Healthcare Trust trading As PACE Physiotherapy & Podiatry (ABN: 12 347 144 911) (referred to as “PACE”, “we”, “our” or “us”) is committed to protecting the privacy of your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains how we collect, use, disclose, store and protect your personal and health information, and how you can contact us if you have questions or concerns. This Policy does not apply to information we hold about our employees.
We also comply with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth) in all our communications with you.
2. What Information We Collect
2.1 Personal Information
“Personal information” means any information or opinion about an identified individual or an individual who is reasonably identifiable. This may include:
- Full name, date of birth and gender
- Residential and postal address
- Email address and telephone number(s)
- Emergency contact details
- Medicare number, private health fund details and healthcare identifiers
- Billing and payment information
2.2 Health Information
“Health information” is a type of sensitive information and includes any information or opinion about your physical or mental health, disability, or health services provided to you. Examples of health information we may collect include:
- Clinical notes, symptoms, diagnoses and treatment records
- Professional reports, referrals and test results
- Appointment and billing details
- Prescriptions and other pharmaceutical information
- Any other personal information reasonably necessary to provide you with a health service
2.3 Website and Digital Information
When you visit our website or use our online booking system, we may also collect:
- IP address and browser type
- Pages visited and time spent on our website
- Information submitted via online forms or booking requests
- Cookie data (see Section 8 for more detail)
3. How We Collect Your Information
We collect personal and health information in a number of ways, including:
- Directly from you — when you complete intake forms, make bookings, attend appointments, or contact us by phone or email
- Through our practice management software, Cliniko, which you may use to complete forms or book appointments online
- From third parties — such as referring practitioners, specialists, hospitals, or government bodies (e.g. Medicare, DVA, WorkCover), with your knowledge or consent
- Through our website — including via online enquiry forms, booking tools, or website analytics
We will only collect personal information that is necessary for one or more of our functions or activities, and only by lawful and fair means that are not unreasonably intrusive.
4. Why We Collect Your Information
We collect personal and health information primarily to provide high-quality physiotherapy and podiatry services. Other purposes include:
- Scheduling and managing your appointments
- Processing payments and administering your account
- Communicating with you about your treatment and care
- Providing referrals or liaising with other health professionals involved in your care
- Processing Medicare, private health insurance and third-party funder claims (e.g. DVA, WorkCover, TAC)
- Sending appointment reminders, follow-up communications and practice updates
- Conducting de-identified research, case conferences or professional development activities
- Meeting our legal and regulatory obligations
5. Use and Disclosure of Your Information
We will only use or disclose your personal and health information for the primary purpose for which it was collected, or for a related secondary purpose where you would reasonably expect us to do so, or where you have consented.
We may disclose your information to third parties in the following circumstances:
- Other treating health professionals involved in your care (e.g. GPs, specialists, allied health)
- Medicare Australia, the Department of Veterans’ Affairs, WorkCover, Transport Accident bodies or other government bodies
- Your private health insurer for the purpose of processing claims
- Your employer, where required and permitted in relation to a work-related injury
- Our practice management software provider, Cliniko (see Section 7)
- Our email marketing platform, Mailchimp, for the purpose of sending newsletters or health communications you have consented to receive
- Financial institutions for payment processing (e.g. HICAPS for health fund claims)
- Legal or regulatory bodies where required or authorised by law
We will not sell, rent or trade your personal information to any third party for marketing purposes.
6. Telehealth Services
We offer telehealth consultations to our clients. When you attend a telehealth appointment, your consultation may be conducted via a secure video platform. We take reasonable steps to ensure any platform used meets applicable privacy and security standards.
Please note that telehealth sessions are not recorded without your explicit prior consent. If you have any concerns about the security of telehealth consultations, please speak with your practitioner before the session.
7. Third Party Service Providers
We use a number of trusted third-party providers to help us deliver our services. These providers may have access to your personal information only to the extent necessary to perform their functions:
- Cliniko — our practice management system used for bookings, clinical records and invoicing. Cliniko stores data on secure servers and complies with Australian privacy law. For more information, visit www.cliniko.com.
- HICAPS / Medicare — used for processing health fund and Medicare claims.
- Mailchimp — used to manage our email communications and newsletter list. You may unsubscribe at any time using the link in any email we send.
- Telehealth platform — used to conduct secure video consultations.
We require all third-party providers to handle your personal information in accordance with applicable privacy laws, and we do not authorise them to use your information for any purpose other than providing services to us.
8. Cookies and Website Analytics
Our website may use cookies — small text files stored on your device — to improve your browsing experience and to help us understand how visitors use our site. Cookies do not identify you personally.
We may use website analytics tools (such as Google Analytics) to collect anonymised data about website traffic and usage patterns. This information is used only in aggregate form to improve our website and services.
You can disable cookies through your browser settings, although this may affect the functionality of certain parts of our website.
9. Marketing Communications
From time to time, we may contact you with information about our services, promotions, health tips or practice updates. We will only send electronic marketing communications (such as email newsletters via Mailchimp or SMS messages) where permitted by the Spam Act 2003 (Cth), or where you have provided your consent.
Every commercial electronic message we send will clearly identify PACE Physiotherapy & Podiatry as the sender, include our contact details, and provide a simple and functional way to unsubscribe. If you wish to opt out of marketing communications at any time, please contact us using the details in Section 12, or click the unsubscribe link in any email.
We will not call you on a number listed on the Do Not Call Register unless permitted by the Do Not Call Register Act 2006 (Cth). If you do not wish to receive calls on a particular number, please let us know.
10. Data Quality, Security and Retention
We take reasonable steps to ensure that your personal and health information is:
- Accurate, complete and up to date
- Protected from misuse, loss, unauthorised access, modification or disclosure
- Stored securely, whether held in electronic systems (such as Cliniko) or in paper form
Health records are retained in accordance with applicable legal requirements. Under South Australian guidelines, adult health records are generally retained for a minimum of 7 years from the date of last entry; records for clients who were minors at the time of treatment are retained until the individual reaches 25 years of age.
When personal information is no longer required and we are legally permitted to destroy it, we will take reasonable steps to permanently de-identify or securely destroy that information.
11. Overseas Disclosure
Some of our third-party service providers (such as Cliniko and Mailchimp) may store or process data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure that those overseas recipients handle your personal information in a manner consistent with the Australian Privacy Principles.
12. Accessing and Correcting Your Information
You have the right to request access to the personal and health information we hold about you, and to request corrections where that information is inaccurate, incomplete or out of date. To make such a request, please contact us using the details below.
We will generally provide access to your information within a reasonable timeframe. In some cases, a fee may apply to cover the administrative cost of retrieving records. There are limited circumstances under the Privacy Act where we may decline to provide access, in which case we will provide written reasons for our decision.
Where it is lawful and practicable to do so, we will provide you with the option of not identifying yourself when entering into transactions with us.
13. Contact Us and Complaints
If you have any questions about this Privacy Policy, wish to access or correct your information, or have a concern about how we have handled your personal information, please contact us:
PACE Physiotherapy & Podiatry
Modbury Sports and Community club, Hazel Grove Ridgehaven, SA, 5097
Phone: 0414 404 314
Email: admin@pacepp.com.au
Web: www.pacephysiopodiatry.com.au
We will respond to all complaints and enquiries within a reasonable timeframe. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.
14. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website and at our practice. We encourage you to review this Policy periodically.