PRIVACY POLICY

Delivering a quality and personal service to our Clients is a central part of our business. To do this effectively, we need to collect certain personal information.

In this policy, personal information is any information that could identify you or be used to establish your identity.

We collect, hold, use and disclose individuals’ personal information so we can establish, manage and deliver the service you need, and comply with legal and regulatory obligations. We may also use and disclose your information for purposes related to those mentioned above, such as:

• Assisting with any questions or complaints
• Arranging for services to be provided by third parties
• Enhancing our customer service and product options (see the section ‘Will my personal information be used for direct marketing?’)
• Internal operations, such as record keeping, data analytics, auditing or training.

We may use your personal information to inform you of other products or services available via Total Rehab® or affiliated entities. You can opt out of receiving direct marketing information from us at any time.

It’s your choice whether to provide your personal information. However, if you don’t, we might be unable to provide the service you need.

Total Rehab® may collect the following types of personal information when you send us a message or referral:

• contact details;
• details for next of kin or emergency contact;
• job applications; and
• other information relevant to your relationship with Total Rehab®.

We may also collect sensitive information such as:

• details of a complaint;
• racial or ethnic origin;
• medical condition; and/or
• other health information where relevant to the medical condition and/or services you, or your referrer, are requesting.

Most of the personal information we collect will be directly from you. We gather this information either through direct questioning or forms that you complete and submit to us (in writing and digitally).

In some cases, we might collect your personal information from external sources. Examples of the people or organisations that may provide us with information are:

• a referring GP or other medical practitioner;
• parents or guardians in respect of children.

We only collect your information from external sources if it is impractical to collect it directly from you, or when we are permitted to do so.

Whether your personal information is gathered through face-to-face meetings or by interacting with us via telephone, mail, internet or other methods, we take steps to store your information securely. We hold your personal information in a combination of secure computer storage facilities, paper-based files and other formats.

We take a number of steps to protect personal information from misuse, loss, unauthorised access, modification or improper disclosure. These include instructing our staff who handle personal information to respect the confidentiality of client information and the privacy of individuals.

When we don’t need your personal information anymore, we will delete, destroy or de-identify it, subject to legal record-keeping requirements.

Total Rehab® may share data with trusted partners:

• to help us deliver the services you have requested;
• perform statistical analysis;
• send you email or postal mail;
• provide customer support; or
• arrange for service visits or deliveries.

All such third parties are prohibited from using your personal information except to provide these services to Total Rehab®, and they are required to maintain the confidentiality of your information.

Total Rehab® does not use or disclose sensitive personal information, such as race, religion, or age, without your explicit consent. Total Rehab® will only disclose personal information, without notice, if required to do so by law or in the good faith belief that such action is necessary to:

• conform to the edicts of the law or comply with legal process served on Total Rehab®;
• protect and defend the rights or property of Total Rehab®; and,
• act under exigent circumstances to protect the personal safety of users of Total Rehab®, or the public.

We will update your personal information if you contact us. In most cases you can update your personal information over the phone or in person. Generally, we will also check that there have been no changes to your personal information each time you access our services.

Corrections or updates to your personal information must be made by you or your authorised representative. In all cases, Total Rehab® must be satisfied changes are authorised by you, as the person the information relates to.

You may request access to the personal information Total Rehab® holds about you. Where reasonable and practicable to do so, and in accordance with the provisions of the Privacy Act, Total Rehab® will provide supervised access to an individual’s personal information. Requests to access personal information must be made in writing, either by email or hard copy. Please find our contact details below.

There are some situations where we are allowed to refuse or limit your access to information, for example if the information is commercially sensitive. If that happens, we’ll write to you and let you know why.

There is no charge for making a request to access your personal information. However, in some cases there may be a charge to cover the time we spend locating, compiling and explaining the information you ask for. If there is a charge, we’ll give you an estimate up front and confirm that you wish for us to proceed.

If you have an issue or complaint in relation to the privacy of your personal information, please contact us at [email protected] or call us on 0480 059 125.

We take privacy-related complaints very seriously and consider all complaints carefully as part of our commitment to being open, honest and fair in dealing with your concerns. In most cases, we’ll contact you within five working days of receiving your complaint to let you know what actions we are taking regarding the matter.

Like most website operators, Total Rehab® collects non-personally-identifying information of the sort that web browsers and servers typically make available, such as:

• the browser type;
• language preference;
• common entry and exit points to the website; and
• the date and time of each visitor to the website.

This non-personal information is collected and aggregated by third party software and provided to us to assist in our analysis of our website performance and utility. You cannot be identified personally from this information and no personal information is stored about you.

A cookie is a string of information that a website stores on a visitor’s computer, and that the visitor’s browser provides to the website each time the visitor returns. Total Rehab® uses cookies to help us identify and track visitors, their usage of the website, and their website access preferences.

Cookies are used on many websites on the internet and you can choose if and how a cookie will be accepted by changing your preferences and options in your browser. You may not be able to access some parts of our website if you choose to disable the cookie acceptance in your browser.

A cookie is a string of information that a website stores on a visitor’s computer, and that the visitor’s browser provides to the website each time the visitor returns. Total Rehab® uses cookies to help us identify and track visitors, their usage of the website, and their website access preferences.

Cookies are used on many websites on the internet and you can choose if and how a cookie will be accepted by changing your preferences and options in your browser. You may not be able to access some parts of our website if you choose to disable the cookie acceptance in your browser.

Our website may include links to external third-party websites that may be of benefit or interest to you.

External websites should contain their own privacy statements and we recommend you review them when using their websites. Please note, however, that third party websites are not covered by this policy, and these sites are not subject to Total Rehab’s privacy standards and procedures.

This policy is effective as of February 2020. We will update this policy when our information handling practices change, and any amendments will apply to the information we hold at the time of the update. We will post the updated policy on our website; we encourage you to check our website from time to time to view our current policy, or contact us for a printed copy.

This policy incorporates the relevant provisions of the Privacy Act and the Australian Privacy Principles.