Privacy Policy

Balanced Membranes Osteopathy & Coaching ("we", "us", "our") is committed to protecting the privacy of your personal and health information. This policy explains how we collect, use, store, and disclose your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).‍ ‍

By providing your information to us, or by engaging our clinical or coaching services, you consent to the practices described in this policy.‍

1. What Information We Collect ‍

Depending on the services you engage, we may collect:‍ ‍

• Personal details — name, date of birth, contact details, emergency contact information

• Health information — medical history, presenting complaints, treatment notes, assessment findings, progress notes, and any information you disclose during consultations (clinical or coaching)

• Payment information — billing details processed through our secure payment provider

• Communication records — emails, messages, and booking correspondence

• Website and enquiry data — information submitted through enquiry forms, bookings, or our website‍ ‍

2. How We Collect Information ‍

We collect information directly from you — via intake forms, consultation, telehealth or coaching sessions, email, phone, or our online booking system. Where practical, we collect information only with your knowledge and consent. ‍

3. Why We Collect and Use Your Information‍ ‍

We use your information to:‍ ‍

• Provide safe and appropriate clinical osteopathic treatment and coaching services

• Maintain accurate clinical and coaching records, as required under AHPRA and professional practice standards

• Communicate with you regarding appointments, invoices, and your care

• Process payments

• Comply with legal and professional obligations

• Improve our services (in de-identified or aggregate form where used for this purpose)‍ ‍

We do not use your health information for direct marketing without your express consent, and you may opt out of marketing communications at any time.

4. Storage and Security ‍

Your information is stored using secure, password-protected practice management and business systems, including clinical record-keeping, client relationship management, and payment processing platforms. Access is restricted to authorised personnel involved in your care or the administration of our practice.

Clinical records are retained in accordance with AHPRA and relevant state legislation (generally a minimum of seven years for adults, and until the age of 25 for minors).

5. Disclosure of Information

We do not sell or rent your personal information. We may disclose your information: ‍

• To other treating health practitioners, with your consent, where relevant to your care (e.g. referrals)

• To our service providers who support our practice operations (e.g. booking, payment, and record-keeping platforms), who are bound by confidentiality obligations

• Where required or authorised by law (e.g. court order, mandatory reporting obligations)

• In a medical emergency, where disclosure is necessary to protect your health or safety.

6. Access and Correction ‍

You have the right to request access to the personal and health information we hold about you, and to request correction of any information you believe is inaccurate or out of date. Requests can be made in writing to [insert contact email]. We will respond within a reasonable timeframe and in accordance with our professional obligations.

In limited circumstances permitted by law, access may be withheld or provided in a modified form (for example, where release could pose a risk to your health or wellbeing).

7. Complaints

If you have a concern about how your information has been handled, please contact us directly at [insert contact email] so we can address it. If you feel your concern has not been resolved, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

8. Changes to This Policy ‍

We may update this policy from time to time to reflect changes in our practices or legal obligations. The most current version will always be available [on our website / at our clinic]. ‍

9. Contact Us

For any questions regarding this Privacy Policy or how your information is handled, please contact:

Balanced Membranes Osteopathy & Coaching Dockside Medical Hub, 3/35 Ferry Street, Kangaroo Point QLD: info@balancedmembranes.com.au