Privacy Policy

1. Information we collect

The information we collect depends on which features you use. It may include:

• Contact details: your name, email address and any phone number you provide.
• Account details: your login and security information, account role, and saved display or accessibility preferences.
• Client details: your date of birth, address, gender, emergency contact details and optional Medicare details, where you provide them.
• Appointment and care information: your service, appointment mode and time, enquiry messages, relevant medical history, care plans and rehabilitation diary entries.
• Security and usage records: sign-in activity and, with your analytics consent, visits to public pages and use of enquiry features.

We collect information through the forms and account features you use. Authorised clinic staff may also add or update information when managing your appointments and care.

2. How we use it

We use information to:

• respond to enquiries, arrange appointments and send service-related messages;
• manage client records, care plans and rehabilitation diaries;
• secure accounts, verify sign-ins and prevent misuse; and
• understand website use and improve the service when you allow optional analytics.

Confirmation messages include your reference and, for appointments, the booking details. Please avoid including highly sensitive medical information in a general enquiry.

3. Sharing and external services

Authorised clinic staff can access information relevant to their role. Hosting and email providers process information needed to operate the website and deliver messages. Information may also be disclosed where required or permitted by law.

Some website features connect to other providers:

• Cloudflare Turnstile helps protect supported forms from automated abuse. Verification sends a security token and your IP address to Cloudflare.
• OpenStreetMap loads automatically on pages displaying the clinic map.
• YouTube is contacted when you open a resource video. Audio files and external links connect to their publishers when used.

These providers may receive connection details, including your IP address and browser information, and may process information outside Australia. Their own privacy policies apply to their services. We do not sell personal information.

4. Cookies and analytics

Necessary cookies

Support sign-in, secure forms and remembering your cookie choice. These remain active when you choose “Only necessary”.

Optional analytics

Record website activity only after you choose “Accept all”. Reports include public page visits, enquiry activity and successful sign-ins. Identifiers can link events, and sign-in events can be associated with your account; this information is not anonymous.

Analytics reports do not include your enquiry text, clinical notes or raw IP address. Reports are available to authorised clinic managers. We do not use advertising pixels or an external analytics service.

You can change your choice at any time. Choosing “Only necessary” stops new optional analytics events; it does not erase previously recorded activity or block external services such as embedded maps.

5. Storage and security

Information is stored in access-controlled systems. Account protections include password hashing and two-step verification. No website or online transmission can be guaranteed completely secure.

Retention needs vary between clinical, enquiry and technical records. Closing an account does not necessarily remove records that need to be retained. Contact us to ask about information held about you, how long it is kept, or whether it can be deleted.

6. Your choices and requests

You can choose not to provide optional information. Where information is required to manage an account, appointment or care, leaving it out may limit the features available to you.

You can ask to access your personal information or correct information that is inaccurate, incomplete or out of date. We may need to verify your identity before responding. Access or deletion may be limited by legal obligations or another person’s privacy.

To make a request, use the contact details below and tell us what information you want to access or change. Please do not email passwords or copies of identity documents unless we have arranged a suitable way to verify your identity.

7. Contact and complaints

Contact MoveWell with a privacy question, access request, correction or complaint. Explain your concern and how you would like us to respond.

We will review your concern and contact you about the outcome or any further information needed. If it remains unresolved, you can contact the Office of the Australian Information Commissioner (OAIC). For concerns about health information in Victoria, you can also contact the Health Complaints Commissioner.

We update this policy when our information-handling practices change. The date at the top shows the latest revision.