Privacy Policy

Last updated: 3 June 2026


Fit Physiotherapy Qld— Privacy Policy

1. Introduction

Fit Physiotherapy Qld is committed to protecting the privacy of your personal and health information. This Privacy Policy explains how we collect, store, use, and disclose your information when you engage with our physiotherapy services. By engaging our services, you consent to the practices described in this policy.

This Privacy Policy is governed by the Privacy Act 1988 (Cth), the Australian Privacy Principles, the Queensland Information Privacy Act 2009, and the Physiotherapy Board of Australia's Code of Conduct.

2. Information We Collect

To provide physiotherapy services, we collect personal and health information including:

  • Your name, address, contact details, and date of birth
  • Medicare, DVA, NDIS, WorkCover, and private health fund details where relevant
  • Medical history, including past and current conditions, medications, allergies, surgical history, family history, and social history
  • Information about your current concern, including how it occurred and how it affects you
  • Clinical notes, assessment findings, imaging, photographs, and treatment records created during your care (photographs and videos are only taken with your prior consent)
  • Payment and billing information

Information is collected directly from you through our patient intake form, during your consultations, and from your authorised healthcare providers, referrers, or insurers where relevant.

3. How We Store and Protect Your Information

Your information is stored in our practice management software, Halaxy, and where relevant in paper records or visual records (imaging or photographs taken with your consent). We take reasonable steps to protect your information from loss, unauthorised access, modification, or disclosure, including secure storage, password-protected systems, and access limited to authorised personnel.

4. How Long We Keep Your Information

We keep your clinical records for at least 7 years from the date of your last consultation with us. For records relating to patients under the age of 18, we keep records until the patient reaches the age of 25. After these periods, records are securely destroyed.

5. How We Use Your Information

We use your personal and health information to:

  • Provide physiotherapy assessment, treatment, and ongoing care
  • Communicate with you about your appointments, treatment plan, and clinical recommendations
  • Send you appointment reminders by email
  • Send occasional updates, educational content, or marketing communications by email, where you have consented to receive them
  • Process payments, rebates, and claims through Medicare, DVA, NDIS, WorkCover, or private health funds
  • Communicate with your other healthcare providers where this supports your care, with your consent
  • Meet our professional and legal obligations as an AHPRA compliant practice

6. When We May Disclose Your Information

We only share your information when there is a clinical purpose and your consent, or where required by law. This may include:

  • Sharing information with other healthcare providers involved in your care (such as your GP, surgeon, specialist, imaging provider, or other allied health practitioner), with your consent
  • Sharing information with Medicare, DVA, NDIS, WorkCover, or your private health fund for the purposes of claiming and rebates
  • Sharing information with third-party service providers who support our practice operations (such as Halaxy practice management software), subject to confidentiality obligations
  • Where required or authorised by law, including reporting obligations under public health legislation, court orders, or AHPRA regulatory processes
  • Where necessary to lessen or prevent a serious threat to your health or safety, or the health or safety of others

We do not sell, rent, or trade your personal information. Your information is not routinely disclosed outside Australia.

7. Marketing Communications

We may send you occasional updates, educational content, or marketing communications through email. You may opt out of these communications at any time by clicking the unsubscribe link in any email, or by contacting us directly. Opting out of marketing communications will not affect your appointment reminders or your access to physiotherapy services.

8. Your Rights

You have the right to:

  • Request access to the personal and health information we hold about you
  • Request correction of any information that is inaccurate, incomplete, or out of date
  • Receive a copy of your clinical records (no fee applies for patients accessing their own records)
  • Withdraw consent for specific uses or disclosures of your information

Where requests for your records are made by third parties (such as insurance companies, employers, or legal representatives) with your written authorisation, an administrative fee may apply to cover the time required to prepare and provide the information. The fee will be in line with reasonable industry standards and will be confirmed before any work is undertaken.

To exercise these rights, please contact us using the details below.

9. Complaints

If you have a concern about how your personal information has been handled, please contact us first so we can address it directly. You may also lodge a complaint with:

10. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will always be available on our website, with the "Last updated" date noted at the top.

11. Contact Us

Fit Physiotherapy Qld 6 Poinsettia Street, Inala QLD 4077 Phone: 0405 868 711 Email: [email protected]

Terms and Conditions

Last updated: 3 June 2026


Fit Physiotherapy Qld — Terms and Conditions of Use

1. Introduction

These Terms and Conditions govern your use of the Fit Physiotherapy Qld website, your engagement of our physiotherapy services, and the related arrangements for bookings, payments, and cancellations. By using our website or engaging our services, you agree to these terms.

Detailed informed consent for physiotherapy treatment is obtained separately through our patient intake form, which you will complete before your first appointment.

2. About Fit Physiotherapy Qld

Fit Physiotherapy Qld is a business name belonging to Jeremy James Whaikawa, sole trader (ABN 75 894 482 039). Fit Physiotherapy Qld is the physiotherapy practice operating from the True Health Heals clinic at 6 Poinsettia Street, Inala QLD 4077. AHPRA Registration: PHY0002129140.

3. Website Use

3.1 You agree to use our website lawfully, responsibly, and for the purposes for which it is provided.

3.2 All content on our website — including text, images, graphics, and logos — is owned by or licensed to Fit Physiotherapy Qld and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or use this content for commercial purposes without our written consent.

3.3 Information on our website is provided for general informational purposes and is not a substitute for individual clinical advice. If you have a specific health concern, please book a consultation.

4. Booking and Appointments

4.1 When booking an appointment (online, by phone, or in person), please provide accurate and current information.

4.2 You will receive a confirmation email or message once your booking is made.

4.3 Appointment reminders may be sent by email. You may opt out at any time.

5. Cancellation and No-Show Policy

5.1 Notice Period — We ask for at least 24 hours' notice if you need to cancel or reschedule your appointment. This gives us the opportunity to offer your time slot to another patient who may be waiting for care.

5.2 Cancellation Fees —

  • Cancellations made with 24 hours' notice or more: no fee.
  • Cancellations made with less than 24 hours' but more than 2 hours' notice: 50% of the appointment fee.
  • Cancellations made with less than 2 hours' notice, or missed appointments (no-shows): the full appointment fee.

5.3 Why We Apply This Policy — Your appointment time is reserved specifically for you. When an appointment is missed without adequate notice, we are usually unable to offer that time to another patient. Cancellation fees help us to manage our schedule fairly and ensure other patients can access care when they need it.

5.4 Genuine Circumstances — We understand that genuine and unavoidable circumstances arise. If something unexpected happens, please let us know as soon as you can. We will consider individual situations with reasonable flexibility, particularly for a first occurrence.

6. Consent to Treatment

6.1 Before your first appointment, you will complete a patient intake form. This form gathers your medical history and includes informed consent to be assessed and treated by your physiotherapist at Fit Physiotherapy Qld.

6.2 Throughout your treatment, your physiotherapist will explain the proposed assessment or technique, the reasoning behind it, and any reasonable alternatives. We will confirm your consent before proceeding, and this is recorded in your clinical notes.

6.3 You are in control of your treatment at all times. You may pause, decline, or withdraw consent for any assessment or treatment technique at any point — before, during, or after the session.

6.4 Outcomes from physiotherapy treatment vary between individuals. Your physiotherapist's recommendations are based on assessment findings, current evidence, and clinical reasoning, but specific outcomes cannot be guaranteed. We work alongside you, and your active participation in your treatment plan is an important part of the process.

7. Payments

7.1 Fees — Our current fees are available on the Fee Schedule page of our website. Fees will be confirmed at the time of booking. Payment is required at the time of each appointment unless a different arrangement has been agreed in writing.

7.2 Payment Methods — We accept the following payment methods:

  • EFTPOS, Visa, Mastercard, and American Express
  • Cash
  • Bank transfer or invoice (where pre-arranged)
  • HICAPS for private health fund rebates at the time of payment
  • Direct billing through Medicare (for eligible Chronic Disease Management or Enhanced Primary Care plans)
  • Direct billing through NDIS, DVA, and WorkCover where appropriate

7.3 Outstanding Payments — Outstanding payments may be referred to a debt recovery service. Reasonable recovery costs may be added to overdue accounts. If you have difficulty making a payment, please contact us — we are happy to discuss reasonable arrangements where possible.

8. Complaints

If you have a concern about your treatment or experience at Fit Physiotherapy Qld, please raise it with us directly so we can address it. If your concern relates to clinical conduct and cannot be resolved with us, you may also contact:

9. Scope of Services

9.1 Our physiotherapy services are provided within the scope of compliant practice in accordance with AHPRA.

9.2 Where your situation may benefit from services outside our scope (such as medical, surgical, psychological, or other allied health input), we will recommend appropriate referral.

10. Governing Law

These Terms and Conditions are governed by the laws of Queensland, Australia. Any disputes arising from the use of our website or services are subject to the jurisdiction of the courts of Queensland.

11. Changes to These Terms

We may update these Terms and Conditions from time to time. The current version will always be available on our website, with the "Last updated" date noted at the top.

12. Contact Us

Fit Physiotherapy Qld 6 Poinsettia Street, Inala QLD 4077 Phone: 0405 868 711 Email: [email protected]

Fit Physiotherapy Qld provides physiotherapy services from the True Health Heals clinic in Inala. All physiotherapy services are delivered by AHPRA-registered physiotherapists. Principal Physiotherapist: Jeremy Whaikawa (AHPRA Registration No. PHY0002129140).