01
Who We Are
The Rehabilitator is a physiotherapy practice based in Knox, Victoria. We are registered Physiotherapists bound by the professional standards set by the Physiotherapy Board of Australia and the Australian Health Practitioner Regulation Agency (AHPRA). Part of those standards includes strict obligations around how we handle your information — and we take that seriously.
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What Information We Collect
To give you the best possible care, we need to know a bit about you. The information we collect typically includes:
- Your name, date of birth and contact details
- Your medical history, current medications and previous injuries or treatments
- Details about your current condition — what hurts, when it started, what makes it better or worse
- Clinical notes from your assessments and treatments
- Medicare, DVA or private health insurance information
- Referral letters or reports from your GP or other health professionals
- Emergency contact details
- Payment and billing information
We only collect what is genuinely necessary for your care — nothing more.
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How We Collect It
Most of the time we collect information directly from you — either in person during your consultation, through your intake paperwork, or via our online booking system. Occasionally we may receive information from other health professionals involved in your care, such as your GP or a specialist, and we will always let you know when that happens.
Our website contact form also collects basic details like your name, email and phone number so we can respond to your enquiry. That information is used only for that purpose.
04
How We Use Your Information
Your information is used to:
- Understand your health history and provide you with safe, tailored treatment
- Keep accurate records of your progress and care plan
- Communicate with you about your appointments and treatment
- Coordinate your care with other health professionals — but only with your knowledge and consent
- Process payments
- Meet our legal and professional obligations
We will never use your information to send you marketing material without your explicit consent.
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Who We Share It With
Your information stays confidential. We will only share it in these situations:
- With your consent — for example, sending a report back to your referring GP
- If we are legally required to — such as mandatory reporting obligations that all registered health practitioners must follow
- In a genuine emergency, where sharing information is necessary to protect your safety or someone else's
- With our practice management software (Cliniko), which stores your records securely and is bound by its own strict privacy obligations
We will never sell, rent or hand over your personal information to any third party for commercial purposes. Ever.
06
How We Keep It Safe
We store all clinical records within Cliniko — a secure, Australian-compliant practice management platform that uses encryption and password-protected access. Only authorised personnel involved in your care can access your records.
Under Victorian law, health records are kept for a minimum of 7 years from your last appointment — or until age 25 if the records relate to someone who was a minor at the time of treatment. After that period, records are disposed of securely.
In the unlikely event of a data breach that could seriously affect you, we will notify you promptly and report it to the relevant authorities as required by Australian law.
07
Your Rights
You have real rights when it comes to your information and we fully support them:
- You can ask to see any information we hold about you at any time
- You can ask us to correct anything that is inaccurate or out of date
- You can withdraw your consent for us to use your information where that is applicable
- You can ask us to delete your information, subject to what we are legally required to keep
- You can make a complaint if you feel your privacy has not been respected
Just get in touch and we will respond to any request within 30 days.
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Our Professional Obligations
As a registered Physiotherapy practice, we are held to strict professional and ethical standards. This means maintaining your confidentiality is not just something we choose to do — it is a professional and legal requirement. These obligations are set and monitored by the Physiotherapy Board of Australia and include obtaining your informed consent before treatment, keeping thorough and accurate records, and reporting certain matters to authorities if the law requires it.
If you ever have questions about these obligations or want to understand more about what they mean for you as a client, just ask — we are happy to explain.
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Complaints
If you feel we have not handled your information appropriately, please come to us first — we genuinely want the opportunity to make it right. You can reach us using the contact details below and we will take your concern seriously and respond promptly.
If you are not satisfied with how we have handled your complaint, you also have the right to escalate it to the Office of the Australian Information Commissioner (OAIC) or to AHPRA, both of which oversee privacy and professional conduct for health practitioners in Australia.
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Get in Touch
If you have any questions about this policy or how we handle your information, please don't hesitate to reach out:
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Updates to This Policy
We may update this policy from time to time as our practice grows or if legal requirements change. The most current version will always be right here on this page. This policy was last reviewed in June 2026.