1. Who we are:
This Privacy Policy explains how Melbourne Pain Therapy (“we”, “us”, “our”) collects, uses, discloses and protects your personal information. We are based in Victoria, Australia and provide pain therapy and related health services.

2. The kinds of information we collect:
We may collect:
- Identification details – name, date of birth, gender.Contact details
– address, email, phone number, emergency contact.Health information
– medical history, medications, diagnoses, referral information, clinical notes, movement videos, images and any information you provide about your symptoms or treatment. Appointment and billing information
– Medicare details (if relevant), private health insurance details, invoices and payment records.
- Website and marketing information– pages viewed, device information, IP address, and interactions with our online ads, emails and forms.
- Any other information you choose to give us when you contact us, complete forms or book a session.

Health information is considered “sensitive information” under the Privacy Act 1988 (Cth) and we treat it with the highest level of protection.

3. How we collect information:
We may collect your information: When you book an appointment online, by phone or in person. When you complete intake forms or other questionnaires. During consultations, including in‑person sessions, telehealth and case submissions. When you email, call or message us through our website or social media. Automatically when you use our website, through cookies and similar technologies (for example, analytics or advertising pixels).If you provide us with someone else’s personal information (for example, a referring practitioner or emergency contact), you confirm that you have their permission to do so.

4. Why we collect and use your information:
We collect, use and disclose personal information for purposes including: Providing you with assessment, treatment and follow‑up care. Communicating with you about appointments, results and recommendations. Managing our business operations, including billing, accounting and administration. Responding to enquiries, feedback and complaints. Maintaining and improving our website, services and user experience. Sending you information about services or events that may be relevant to you (you can opt out at any time). Meeting our legal, regulatory and professional obligations. We only collect information that is reasonably necessary for these purposes.

5. Lawful basis / consent:
Where required, we will ask for your consent before collecting or using your health information. By engaging our services, booking an appointment, or providing us with your personal information, you consent to us handling your information in line with this Privacy Policy and the Australian Privacy Principles. You may withdraw your consent at any time, but this may affect our ability to provide services to you.

6. How we store and protect your information:
We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps may include:Using reputable practice‑management and booking software with secure log‑ins.Limiting access to your records to those who need it to provide services.Secure passwords and device protections.Only retaining information for as long as required by law and professional standards.However, no method of transmission or storage is completely secure. While we take precautions, we cannot guarantee absolute security.

7. Disclosure of your information:
We may disclose your personal information:
To other health practitioners involved in your care (for example, your GP, specialist or other treating practitioner), where appropriate and with your consent or as otherwise permitted by law. To service providers who support our practice operations, such as IT providers, practice management platforms, website hosts, payment processors and email services. These providers may store data on secure servers in Australia or overseas. When required or authorised by law, for example, in response to a court order, mandatory reporting obligations or to prevent a serious threat to life, health or safety. To third parties with your express consent. We do not sell your personal information.

8. Website, cookies and analytics:
Our website may use cookies and similar technologies to: Help the site function properly. Understand how visitors use the site. Improve content and user experience. Support advertising or remarketing campaigns (for example, through Google or Meta). You can usually control cookies through your browser settings. If you disable cookies, some website features may not work as intended. Third‑party providers (such as Google and Meta) may use cookies and other technologies to collect or receive information from our website and use that information to provide measurement and targeted advertising services. You can opt out of some of these practices through your ad settings with those providers or via industry opt‑out tools.

9. Third‑party links and apps:
Our website may contain links to other websites, apps or services (including booking platforms, maps and social media). We are not responsible for the privacy practices of those third parties. We recommend you read their privacy policies before providing personal information.

10. Accessing and correcting your information:
You can request access to the personal information we hold about you, or ask us to correct it if you believe it is inaccurate, out‑of‑date, incomplete, irrelevant or misleading. To do this, please contact us using the details below. We may need to verify your identity before providing access. In some cases, we may need to refuse access in line with the Privacy Act 1988 (Cth) or other laws; if that happens, we will explain why.

11. Retention:
We retain health records for the minimum period required by law and our professional obligations (for example, health records are generally kept for at least 7 years from the date of last entry, and for longer if created when you were under 18). After that, records may be securely destroyed or de‑identified.

12. Questions or complaints:
If you have any questions or concerns about this Privacy Policy, or if you wish to make a complaint about how we have handled your personal information, please contact Melbourne Pain Therapy by phone or email. 

We will respond to your enquiry or complaint as soon as reasonably practicable.