Privacy
policy.

Introduction

Khy Physio is committed to protecting your privacy. We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), which govern how we collect, use, store and disclose your personal information. This policy explains how we handle the information you provide to us as part of receiving our mobile physiotherapy and allied-health services.

Information we collect

The information we collect depends on the services you receive and the funding arrangements that apply to you. This may include:

• Personal details — your name, contact details, address and date of birth.
• Health information — your medical history, conditions and treatment notes relating to your physiotherapy care.
• Funding details — information relating to NDIS, DVA, TAC, WorkCover, Home Care Package or Support at Home, and Medicare.

How we collect it

We collect your information in a number of ways, including:

• directly from you, when you contact us, complete a form or attend an appointment;
• from your referrers, such as GPs, hospitals, support coordinators and case managers; and
• from funding bodies, where relevant and with your consent.

Why we use it

We use your information to:

• provide and coordinate your physiotherapy care;
• manage your appointments and billing;
• communicate with you about your care; and
• meet our legal and funding obligations.

Disclosure

We may disclose your information to your treating practitioners and, where relevant and with your consent, to funding bodies such as the NDIS, DVA, TAC and WorkCover, and to other providers involved in your care. We do not sell your information.

Storage & security

Your information is stored securely, and we take reasonable steps to protect it against misuse, loss, and unauthorised access, modification or disclosure. We retain your information for as long as it is required by law and our professional obligations.

Our website

Using this website is separate from being our patient. You can read the site without giving us anything. If you fill in a form, start a chat or tap our phone number, that is when information reaches us.

Our website collects information in three ways:

• Enquiry and referral forms — what you type is sent to our practice management system and emailed to our team so we can respond. Referrals may include health information about the person being referred.
• Website chat — if you use the chat assistant, your messages are processed by an artificial-intelligence service to generate a reply, and the conversation is passed to our team as an enquiry. Please do not enter detailed health information into the chat; use a form or call us instead.
• Analytics and advertising measurement — described below.

Cookies, analytics and advertising

We use Google Analytics and Google Ads on this website. These set cookies and similar identifiers in your browser and send information to Google, including the pages you view, roughly where you are, the device and browser you use, and whether you arrived from one of our ads.

We also record when a visitor taps our phone number or email address, or reaches our thank-you page after sending an enquiry.

When you send an enquiry, we additionally give Google a scrambled (hashed) version of your email address and phone number. This lets Google confirm that an enquiry came from someone who clicked one of our ads, without handing over your details. The scrambling is one-way: Google is not given, and cannot work back to, your actual address or number.

We never send the content of your enquiry, your name, your health information, or anything about your condition or funding arrangements to Google.

Google may use this information to show you our ads on other websites and services. This is called remarketing. We do not target advertising on the basis of any health condition, and we do not build advertising audiences from our patient records.

You can opt out at any time:

• turn off personalised advertising in your Google Ad Settings;
• install the Google Analytics opt-out add-on; or
• block or clear cookies in your browser settings.

Opting out will not affect your care, your appointments, or your ability to contact us.

Who else handles your information

We use a small number of service providers to run the practice and this website. They may handle your information only to provide their service to us:

• Our practice management system — appointments, patient records, enquiries and referrals.
• Our email and hosting providers — delivering enquiry notifications and running this website.
• Google — website analytics and advertising measurement, as described above.
• An artificial-intelligence provider — generating replies in the website chat.

Some of these providers store or process information outside Australia, including in the United States. We take reasonable steps to ensure they handle your information consistently with the Australian Privacy Principles. We do not sell your information, and we do not disclose your health information to advertising platforms.

Access & correction

You can request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. To make a request, please contact us using the details below.

Complaints

If you have a concern about how we have handled your personal information, please contact us first so we can try to resolve it. If you are not satisfied with our response, you have the right to contact the Office of the Australian Information Commissioner (OAIC).

Contact us

If you have any questions about this policy, or wish to make a request, you can reach us at:

• Address: 6 Eyre Court, Templestowe Lower, VIC 3107
• Email: info@khyphysio.com.au
• Phone: 03 8824 0712

Last updated: 12 September 2026