Privacy Policy
Clinical Pelvic Health
Last updated: 21 September 2026
Clinical Pelvic Health respects your privacy and is committed to protecting your personal and health information.
This Privacy Policy explains how Clinical Pelvic Health collects, holds, uses and discloses personal information, including sensitive health information, and how you can access or correct your information or raise a privacy concern.
Clinical Pelvic Health handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1. What information we collect
Clinical Pelvic Health may collect personal information that is reasonably necessary to provide healthcare services and operate the practice.
Depending on your circumstances, this may include:
your name, date of birth and contact details;
address and emergency contact details;
appointment and booking information;
medical and health history;
information about your symptoms, diagnoses, medications and previous treatment;
information relevant to pelvic health care, including bladder, bowel, pelvic floor, sexual, gynaecological, pregnancy, birth, postnatal and surgical history where clinically relevant;
clinical assessment findings, treatment plans, progress notes and correspondence;
referral letters, medical reports and relevant investigation results;
information provided by your GP, specialist or another healthcare professional involved in your care;
Medicare, private health insurance or other healthcare-related information where relevant;
billing and payment information;
communications between you and Clinical Pelvic Health; and
information you voluntarily provide when contacting us by telephone, email, website or online booking.
Health information is considered sensitive information under Australian privacy law and is subject to additional protections. Health service providers generally collect health information with consent where it is reasonably necessary to provide the health service, subject to limited exceptions permitted by law.
2. How we collect your information
Where practicable, Clinical Pelvic Health collects personal and health information directly from you.
Information may be collected when you:
make an appointment;
complete a registration, intake or consent form;
communicate with us by telephone, email or through our website;
use our online booking system;
attend an assessment or treatment session; or
otherwise provide information as part of your care.
With your consent, where you would reasonably expect us to do so as part of providing your healthcare, or where otherwise permitted by law, we may also collect relevant information from another person or organisation. This may include your GP, specialist, surgeon, midwife, physiotherapist, other healthcare provider, insurer or authorised representative.
If you choose not to provide information that is reasonably necessary for your care, we may not be able to provide some healthcare services safely or effectively.
3. Why we collect and use your information
Clinical Pelvic Health may collect, hold and use personal and health information for purposes including:
providing pelvic health physiotherapy assessment and treatment;
developing, delivering and reviewing your treatment plan;
maintaining appropriate clinical records;
communicating with you about your healthcare;
managing appointments, reminders, cancellations and enquiries;
communicating with healthcare professionals involved in your care where appropriate;
processing accounts and payments;
responding to enquiries, requests and complaints;
managing the administration and operation of the practice;
meeting professional, regulatory, insurance and legal obligations; and
maintaining and improving the safety and quality of our services.
We only collect information that is reasonably necessary for our functions and activities.
4. Disclosure of your information
Clinical Pelvic Health treats your personal and health information as confidential.
We may disclose relevant information where:
you have consented to the disclosure;
it is reasonably expected and directly related to providing your healthcare;
it is necessary to communicate with another healthcare professional involved in your care;
a service provider requires information to perform services on our behalf;
disclosure is required or authorised by law; or
another exception permitted under the Privacy Act applies, including certain circumstances involving a serious threat to life, health or safety.
Australian privacy law permits health information to be disclosed in certain circumstances connected with the purpose for which it was collected, with consent, where required by law, or in specified health and safety circumstances.
We do not sell your personal or health information.
5. Cliniko – practice management and online bookings
Clinical Pelvic Health uses Cliniko as its electronic practice management and online booking system.
Cliniko may be used to securely manage information such as:
patient contact information;
appointments and online bookings;
clinical notes and treatment records;
forms and communications;
invoices and payment-related records; and
other information necessary for managing your care.
Cliniko states that its servers are located in Australia. Cliniko also uses third-party subprocessors to support functions such as cloud infrastructure, backups, communications, monitoring and payments. Some of those subprocessors are located in Australia, the United States and the United Kingdom. Cliniko states that access by these providers is limited to what is necessary to provide their particular service.
6. SOI Virtual Services – reception and appointment administration
Clinical Pelvic Health uses SOI Virtual Services to assist with virtual reception and appointment administration.
SOI reception staff may:
answer telephone calls on behalf of Clinical Pelvic Health;
respond to general patient enquiries;
take and communicate messages;
make, change or cancel appointments; and
access relevant information within our practice management system where reasonably necessary to perform reception and administrative duties.
SOI states that its medical virtual receptionists integrate with Cliniko and other healthcare practice-management systems. SOI also states that its medical receptionists are trained in clinical confidentiality, that it operates in line with the Privacy Act and Australian Privacy Principles, and that it enters confidentiality agreements with the practices it services.
Authorised reception staff may therefore have access to personal information, appointment information and other information reasonably necessary to perform their role.
Clinical Pelvic Health takes reasonable steps to ensure that access to patient information by service providers is appropriate to the services they perform.
7. Our website and Squarespace
The Clinical Pelvic Health website is hosted using Squarespace.
When you visit our website, Squarespace may automatically process information about your visit, including:
your IP address;
browser, network and device information;
pages you visit;
the website or page that referred you to our website;
clicks and interactions with the website;
searches;
scrolling activity; and
timestamps and other website usage information.
Squarespace explains that information about website visitors may be automatically collected through cookies and similar technologies and that website owners can also receive information submitted through website forms.
We may use this information to operate the website, maintain its security and understand how visitors use the site.
8. Cookies and website analytics
Our Squarespace website uses cookies and similar technologies.
Some cookies are necessary for the website to function securely and correctly. Depending on the website configuration and your cookie choices, analytics and performance cookies may also be used to help us understand website traffic and activity.
Squarespace states that necessary cookies support the operation of Squarespace websites, while analytics and performance cookies can be used to understand website usage.
Where available, you can manage non-essential cookies using the website's cookie controls. You can also manage cookies through your browser settings, although disabling certain cookies may affect website functionality.
Clinical Pelvic Health does not intentionally collect detailed health or clinical information through website analytics.
9. Overseas processing and disclosure
Some service providers used by Clinical Pelvic Health may process or provide access to personal information outside Australia.
Cliniko states that its servers are located in Australia but that some subprocessors supporting its services are located overseas, including in the United States and United Kingdom.
Squarespace states that personal information processed through its services may be transferred to countries other than the country in which the individual lives, including to servers in the United States.
Clinical Pelvic Health takes reasonable steps in accordance with applicable Australian privacy requirements when engaging service providers that handle personal information.
10. Security of your information
Clinical Pelvic Health takes reasonable steps to protect the personal and health information we hold from misuse, interference, loss and unauthorised access, modification or disclosure.
These measures may include appropriate electronic security, access controls, secure practice-management systems, confidentiality requirements and limiting access to information to people who reasonably require it to perform their role.
No electronic system or method of communication can be guaranteed to be completely secure. We therefore continually consider reasonable safeguards appropriate to the sensitivity of the information we hold.
11. Email and electronic communications
Clinical Pelvic Health may communicate with you electronically, including by email, SMS or through systems associated with appointment management.
Electronic communications can carry privacy and security risks. Please consider this when sending sensitive health information by ordinary email.
Where appropriate, we may recommend another method for communicating particularly sensitive information.
12. Direct marketing
Clinical Pelvic Health will not use your health information for direct marketing unless you have specifically consented or the use is otherwise permitted by law.
Where you have consented to receive marketing communications, you may withdraw that consent or unsubscribe at any time.
OAIC guidance states that health information cannot generally be used for direct marketing unless the individual has specifically agreed.
13. Accessing your information
You may request access to personal information Clinical Pelvic Health holds about you.
We will respond to requests in accordance with applicable privacy law. In some circumstances, access may be refused or limited where permitted or required by law. Where appropriate, we will explain the reason for doing so.
We may need to verify your identity before providing access to personal or health information.
14. Correcting your information
Clinical Pelvic Health takes reasonable steps to ensure the personal information we hold is accurate, up to date, complete and relevant.
If you believe information we hold about you is inaccurate, incomplete or out of date, please contact us and request that it be corrected.
15. Retention and disposal of information
Clinical Pelvic Health retains clinical and other personal information for as long as required by applicable legal, professional, insurance and clinical record-keeping requirements.
When personal information is no longer required to be retained, we will take reasonable steps to securely destroy or de-identify it where required and appropriate.
16. Privacy concerns and complaints
If you have a question or concern about your privacy or believe Clinical Pelvic Health has not handled your personal information appropriately, please contact us.
We will take privacy concerns seriously and aim to investigate and respond within a reasonable period.
If you are not satisfied with our response, you may be entitled to make a complaint to the Office of the Australian Information Commissioner (OAIC).
17. Contact us
For questions, requests for access or correction, or privacy complaints, please contact:
Clinical Pelvic Health
Jessica Mackay
Pelvic Health Physiotherapist
Macksville & Coffs Harbour, NSW
Email: clinicalpelvichealth@gmail.com
Phone: 02 6600 2714
Website: clinicalpelvichealth.com.au
18. Changes to this Privacy Policy
Clinical Pelvic Health may update this Privacy Policy from time to time to reflect changes to our services, technology, service providers, information-handling practices or legal obligations.
The current version will be published on our website with the date it was last updated.
