Privacy Policy – Home Element Therapy

At Home Element Therapy, we are committed to protecting the privacy and personal information of our clients in accordance with the Privacy Act 1988, the Australian Privacy Principles (APPs), the NDIS Code of Conduct, and the My Aged Care Code of Conduct. This Privacy Policy outlines how we collect, use, store, disclose, and protect your personal, health, and financial information when you engage with our services.

1. Scope and Purpose

This Privacy Policy applies to all clients, caregivers, employees, service providers, and individuals who interact with Home Element Therapy, including in person, via phone, Telehealth platforms, email, or through our website. It describes your rights and our obligations in handling your personal and sensitive information, particularly in relation to services under the NDIS and My Aged Care systems.

2. Types of Information We Collect

We collect only the information necessary to provide quality therapy services and meet our legal obligations.

Personal Information

• Full name, date of birth, address, phone number, and email address

• Employment or demographic details (e.g., job title, company)

• Emergency contact details

• NDIS participant number and plan details
  

Health and Medical Information

• Health history and current medical conditions

• Diagnosis and functional assessments

• Reports from GPs, specialists, and allied health professionals

• Therapy assessments, treatment plans, progress notes, and goals

• Consent forms for treatments or sharing of information
  

Financial Information

• NDIS plan and funding details

• Billing and invoicing information
  

3. How We Collect Information

We collect your personal and health information through various methods, with your consent or as authorised by law, including:

• When you book, attend, or cancel appointments

• During therapy sessions, assessments, and consultations

• Via forms, emails, phone calls, Telehealth platforms, messages, or our website

• Through interactions with your NDIS plan manager, My Aged Care representative, support coordinator, or other medical professionals

• With your consent, from third parties such as your employer or healthcare providers

• When you visit our website, we may collect information such as your IP address, browser type, and browsing behaviour through cookies or third-party analytics tools. This information is used to improve our website and services. You can manage your cookie preferences via your browser settings.
  

4. Purpose of Collecting Your Information

Your information is collected to:

• Deliver high-quality occupational therapy and allied health services

• Create individualised treatment plans and therapy goals

• Manage appointments, communication, and customer service

• Coordinate care with relevant professionals

• Handle billing, funding claims, and administrative functions

• Improve our services and comply with legal and regulatory obligations

We do not use your information for purposes unrelated to your care without your explicit consent.

5. Disclosure of Personal Information

We only disclose your information for the purposes it was collected or with your consent. This may include:

• Other healthcare professionals involved in your care

• NDIS or My Aged Care personnel, planners, or auditors as part of service delivery and reporting

• Family members, support coordinators, or legal representatives (with consent)

• Insurers, legal entities, or third-party service providers (e.g., IT support)

• Government or regulatory authorities, when legally required

All third-party service providers are contractually obligated to safeguard your information.

6. Security of Your Information

We take appropriate physical, electronic, and administrative steps to protect your information, including:

• Secure office facilities and limited physical access

• Encrypted communication and password-protected systems

• Staff trained in confidentiality and privacy practices

• Some of your information may be stored using secure cloud-based services, such as Google Workspace or Microsoft 365. These services may store data on servers located in Australia or overseas. We ensure that any overseas storage providers meet Australian privacy standards.

• We retain client records for a minimum of 7 years (or longer if required by law). After this period, records are securely destroyed or de-identified in accordance with legal and professional standards.
  

7. Accessing and Updating Your Information

You have the right to:

• Access: Request a copy of your personal or health information

• Correction: Ask us to update or correct inaccurate or incomplete information
  

To make a request, please contact us in writing. We will verify your identity before granting access or making changes. If you’re not satisfied with our response, you may escalate your concern (see Complaints section).

8. Communication Preferences

We may communicate with you about appointments and services via email, phone, or SMS. You may opt out of any non-essential communication at any time by contacting us.

9. Your Rights and Consent

By engaging with our services, you consent to the collection, use, and disclosure of your personal information as described in this policy. You may withdraw your consent at any time; however, this may affect our ability to provide certain services.

10. Complaints and Dispute Resolution

We take privacy complaints seriously. If you have concerns, please contact us:
📞 0407 066 676
✉️ admin@homeelementtherapy.com.au
📬 PO Box 237, Cobram VIC 3644

We will investigate your complaint promptly and treat it confidentially. If you are not satisfied with the outcome, you may contact:

• Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au

• NDIS Quality and Safeguards Commission: www.ndiscommission.gov.au

• Aged Care Quality and Safety Commission: www.agedcarequality.gov.au
  

11. Policy Updates

This policy may be updated periodically to reflect changes in our services, privacy practices, or legal obligations. The most current version will be available on our website or upon request.

Contact Us

If you have any questions about this Privacy Policy or how we manage your information, please get in touch:
📞 0407 066 676
✉️ admin@homeelementtherapy.com.au
📬 PO Box 237, Cobram VIC 3644