PRIVACY POLICY

Our commitment to your privacy: 

Any personal information provided to Bertram Physiotherapy Rehabilitation Centre, including health information,

is treated with care and respect in accordance with the requirements of the Privacy Act 1988 (Cth).

Personal information is not disclosed to third parties except where required or permitted by law,

or where consent has been provided. 

Bertram Physiotherapy Rehabilitation Centre does not disclose patient information to unrelated third parties

except where consent has been provided or where disclosure is required or authorised by law.

The practice may communicate directly with individuals regarding matters relevant to their care,

clinic services, or practice-related updates. Individuals may opt out of non-essential communication at any time. 

Individuals have the right to access the personal information held about them and to request correction

if the information is inaccurate or out of date.

Personal information is stored securely, including through password-protected and encrypted systems,

and access is limited to authorised and current staff only. 

Bertram Physiotherapy Rehabilitation Centre provides clear avenues for individuals to raise privacy

concerns and will respond to such concerns in a timely and appropriate manner. 

In this Policy, we explain:

 
• The types of personal information we collect and how that information is stored and protected 

• The purposes for which personal information is collected and used 

• How personal information is used and the circumstances in which it may be disclosed 

• An individual’s right to access personal information held by the practice and to request corrections where 
appropriate 

• The process for raising and managing privacy complaints 

• The collection and handling of personal information through the website, online forms and booking systems, 
and the use of electronic and cloud-based systems, including overseas storage 

What kind of personal information do we collect about you? 

Bertram Physiotherapy Rehabilitation Centre collects and holds personal information that is necessary

for the provision of healthcare services and the operation of the practice.

This information may include: 

• Identifying and contact details, including your name, address, date of birth, email address, and telephone 
number 

• Contact information for family members or relatives, where required for emergency or clinical contact purposes 

• Details of other health professionals involved in your care 

• Government identifiers, such as Medicare or DVA numbers (these are not used to identify individuals within the 
practice) 

• Health information, including: 

-records of symptoms and relevant medical history

-diagnoses and clinical findings

-treatment provided

-specialist correspondence and reports

-diagnostic test results

-appointment and billing information

-prescriptions and exercise programs

-healthcare identifiers

-health fund or insurer details

-any other information collected for the purpose of providing care 

Health information is treated as sensitive information and is handled in accordance with privacy and

confidentiality requirements. 

How do we collect and hold your personal information?

 
We will generally collect personal information about you in these ways: 

• Directly from you when you give us your details (eg, face-to-face, over the phone,  
via registration form or an online form) 

• From a person or practitioner responsible for your care. 

• From a third party where we are permitted by law to do that (eg. other health care professionals involved

in your care, from your health insurer, from the My Health Record system etc)

Why do we collect and use information about you? 

We primarily collect and use personal information about you to enable safe, effective, and coordinated

delivery of  services provided by Bertram Physiotherapy Rehabilitation Centre, including but not limited to: 

• Physiotherapy 
• Exercise Physiology  
• Remedial Massage 

• Dry Needling
• Vestibular assessment and rehabilitation 
• Hydrotherapy 
• Supervised clinical exercise: individual, or group classes classes. 

Accurate, complete, and appropriately documented records are taken during and in relation to your

appointments to support clinical assessment, decision-making, treatment planning, progression of care,

communication between practitioners, and continuity of care. 

We also collect and use personal information to communicate with you and with other health professionals

or parties involved in your care in relation to these services only. 

Personal information may additionally be used for related purposes, including: 

• Management of accounts and administrative services, including billing, health fund arrangements, 
management of unpaid accounts, and IT systems 

• Coordination and administration of individual and group-based programs and classes 

• Accreditation, quality assurance activities, and internal audits 

When and why might we share information about you with others? 

Personal information may be disclosed to individuals or organisations outside the practice where such

disclosure is permitted or required by law, or where necessary for the provision of healthcare services,

practice operations, or purposes outlined in this Privacy Policy. 

Disclosure occurs only where required to support care delivery, administrative functions, or legal obligations. 

Personal information may be disclosed in circumstances including,

but not limited to, the following: 

• to consult with, or provide information to, other health professionals involved in an individual’s care 

• to obtain diagnostic, imaging, or pathology test results

 
• to process insurance, compensation, or funding claims 

• to communicate with health funds, Medicare, NDIS, DVA, and other government or regulatory bodies 

• to manage accounts and administrative services, including billing, health fund arrangements 

• to lessen or prevent a serious threat to an individual’s life, health, or safety, or to public health or safety

 
• to assist in locating a missing person

 
• administering billing and payments and debt recovery; 

• planning, managing, monitoring and evaluating our services; 

• quality improvement activities; 

• statistical analysis and reporting; 

• training staff, contractors and other workers; 

• risk management and management of legal liabilities and claims (for example, liaising with insurers and legal 
representatives); 

• responding to enquiries and complaints regarding our services;

 
• obtaining advice from consultants and other professional advisers; and 

• responding to subpoenas and other legal orders and obligations. 

*Other uses and disclosures: 

We may use and disclose your personal information for other purposes explained at the time of collection

or otherwise as set out in this Privacy Policy. 

Your right to seek access to and to seek correction of the information we hold about you 

Individuals may request access to the personal information held about them in accordance with the

Privacy Act 1988 (Cth). Where a request requires the provision of extensive records or large volumes of

printed material, an administrative fee may apply. 

If an individual wishes to obtain a copy of the personal information held about them, or believes that the

information is inaccurate, out of date, incomplete, irrelevant, or misleading, a request should be made

 in writing to:

info@bertramphysiotherapy.com.au 

From time to time, we may also ask you to verify that the information we hold about you is correct and current. Please 
notify us if and when your contact details change. 

Security: how we hold your personal information 

We take care in the handling, storage, and protection of personal information and apply administrative

and physical safeguards to prevent unauthorised access, modification, disclosure, misuse, interference,

loss, or destruction of that information. 

This includes: 

• secure storage of paper-based clinical records in locked cabinets 

• secure electronic clinical records maintained within encrypted practice management systems 

• use of secure, health-compliant cloud-based data storage platforms 

• confidentiality obligations in place for all staff, contractors, and students 

• induction and ongoing training for staff regarding privacy, confidentiality, and information security 
requirements 

• access to personal information is limited to authorised personnel on a need-to-know basis 

• password-protected systems and access controls applied to electronic records 

• secure disposal of unused or obsolete documents containing personal information, including shredding and 
placement in a locked council-approved disposal bin collected on a scheduled basis 

The transmission and exchange of personal information occurs at the individual’s own risk. While steps are

taken to protect personal information from unauthorised access or disclosure, the security of information

transmitted to or from the practice cannot be 100% guaranteed. 

Your right to receive treatment from us anonymously  
(or by using a pseudonym) 

Where it is lawful and practicable for us to do so, you can be treated anonymously or through use  
of a pseudonym (a name other than yours).  

Website Use, Online Information and Online Booking 

Personal information may be collected when you interact with our website, including when you submit

online forms, make enquiries, or book appointments online, for the purpose of responding to enquiries,

managing appointments, and providing healthcare services at Bertram Physiotherapy Rehabilitation Centre. 

Online bookings and clinical records are managed through Cliniko, a cloud-based practice management

system used by healthcare providers in Australia. Cliniko stores and manages information on behalf of

the practice and applies multiple security controls, including user authentication requirements, access controls,

and data protection measures, in accordance with its own privacy and information-handling obligations. 

Personal information may be stored or backed up using secure electronic systems, including cloud-based

services, some of which may be located outside Australia. Where this occurs, information is handled in

accordance with this Privacy Policy and applicable privacy laws. 

Updating this policy 

We will update this policy from time to time, to reflect any changes in our information-handling  
practices or the law or both. 

We will notify you of changes to the policy by posting it on our website as well as always being available

through our reception office. 

If you have a privacy-related concern  

Privacy complaints are taken seriously and are addressed in a fair and timely manner. Written complaints will

be acknowledged and responded to as soon as practicable and no later than 7 – 10 days after receipt.

Complaints regarding privacy practices should be submitted in writing to: 

Managing Director and Principal: Mr Andrew Bertram  
Bertram Physiotherapy Rehabilitation Centre 
132 Blackstone Road, Silkstone QLD 4304 

Email: andrew@bertramphysiotherapy.com.au

or info@bertramphysiotherapy.com.au 

Phone: (07) 3202 1122 

If an individual is not satisfied with the response provided, information about appropriate external dispute

resolution options may be made available upon request. 

Bertram Physiotherapy Rehabilitation Centre is committed to maintaining the privacy and confidentiality

of personal information entrusted to us. By engaging with our services, you acknowledge and accept

the terms of this Privacy Policy as it applies at the time.