Privacy Policy

1. Our Commitment to Your Privacy

Still Waters Massage is committed to protecting your privacy and handling your personal and health information responsibly. We are bound by the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Health Records Act 2001 (Vic). This policy explains how we collect, use, store, and disclose your personal information.

2. Information We Collect

As a health service provider, we collect personal and sensitive information necessary to provide safe and effective remedial and oncology massage services:

Personal Information:

• Name, address, date of birth
• Contact details (phone number, email address)
• Emergency contact information
• Health fund details (if claiming rebates)
• Payment information

Health Information (Sensitive Information):

• Medical history and current health conditions
• Current medications and supplements
• Previous injuries, surgeries, or treatments
• Cancer diagnosis and treatment history (for oncology massage clients)
• Current symptoms and areas of concern
• Lifestyle factors relevant to treatment
• Contraindications or precautions for massage therapy

Treatment Records:

• Clinical notes regarding assessments, treatments provided, and your progress
• Appointment history
• Communication records related to your care

3. How We Collect Your Information

We collect information directly from you through:

• Intake and consent forms completed before your first session
• Verbal consultations during appointments
• Written or other information you provide before, during or after your session
• Email or phone communications

In some cases, with your consent, we may collect information from:

• Your GP, specialist, or other healthcare providers
• Your private health insurer (for rebate verification)

4. Why We Collect Your Information

We collect and use your information to:

• Assess your suitability for massage therapy and identify any contraindications
• Provide safe, tailored, and effective treatment
• Monitor your progress and adapt treatment plans
• Manage appointments and send appointment reminders
• Process payments and facilitate private health insurance claims
• Communicate with you about your treatment or relevant business updates
• Comply with legal and professional obligations, including record-keeping requirements

5. How We Use and Disclose Your Information

Still Waters Massage will not share your personal or health information without your consent, except in the following circumstances:

With Your Consent:

• To other healthcare practitioners (such as your GP, oncologist, or physiotherapist) as part of coordinated care
• To your private health insurer to facilitate rebate claims

Without Your Consent (where permitted or required by law):

• If we believe there is a serious threat to your health or safety, or that of another person
• If required or authorised by law (e.g., court order, subpoena)
• For mandatory reporting obligations
• To professional indemnity insurers if required for a claim or complaint
• For health fund audits to verify claims

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

6. Security and Storage of Your Information

We take reasonable steps to protect your information from misuse, interference, loss, unauthorised access, modification, or disclosure.

Security Measures:

• Physical records are kept in a locked, secure home office environment
• Digital records are stored on password-protected, encrypted platforms
• Access to your information is limited to authorised personnel only

Retention Period:

We are legally required to retain health records for at least seven (7) years from the date of your last consultation. After this period, records will be securely destroyed by shredding (paper records) or permanent deletion (digital records).

7. Your Rights

You have the right to access the personal and health information we hold about you. Please contact us to request access.

If you believe any information we hold is inaccurate, incomplete, or out of date, you may request that we correct it.

We will respond to access and correction requests within a reasonable timeframe (usually within 30 days). We may charge a reasonable fee for providing access to your information.

8. Complaints and Concerns

If you have a concern about how we have handled your privacy, please contact us directly. We will:

• Acknowledge your complaint promptly
• Investigate the matter
• Respond to you with our findings and any steps we will take

If you are not satisfied with our response, you may lodge a complaint with:

9. Changes to This Policy

We may update this privacy policy from time to time. The current version will always be available on our website.

10. Contact Us

If you have any questions about this privacy policy or how we handle your information, please contact us at:

🔒 Show Privacy Email

By using our services, you consent to the collection and use of your information as described in this policy.