Jiva Health Physiotherapy ([[LEGAL_ENTITY_NAME]], ABN [[ABN]]) (“we”, “us”, “our”) provides telehealth physiotherapy to NDIS participants in South Australia. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains how we handle your personal information, including health information.
Information we collect
- Contact details: name, phone number, email address, town or region.
- Health information, which is sensitive information under the Privacy Act: conditions and diagnoses, medical history, assessment findings, goals, treatment notes and progress reports.
- NDIS information: NDIS number, plan management type, plan manager or support coordinator details, and funding information.
- Details about referrers, support workers, carers and family members who contact us or take part in sessions.
- Booking information you provide through our scheduling service.
- Basic technical information collected automatically by our hosting provider (for example IP address and browser type) for security.
How we collect it
We collect information directly from you or your nominee, through our website referral form, by email or phone, through bookings made via Calendly, and during telehealth sessions. With your consent we may also receive information from your support coordinator, plan manager, treating health professionals or the NDIA.
When someone refers you to us, they must confirm that you (or your nominee) have consented to sharing your information. If we receive information about you that we did not ask for, we will handle it in line with the APPs.
Why we collect it
- To assess whether our service is suitable for you and to provide physiotherapy.
- To write treatment plans, home programs and progress reports, including reports for NDIS plan reviews.
- To claim payment through the NDIA, your plan manager, or from you if you self-manage.
- To communicate with you, your nominees and, with your consent, your support team.
- To meet our legal, professional and NDIS obligations (for example AHPRA and NDIS Practice Standards record-keeping).
We will only use or disclose your health information for another purpose if you consent or if the law requires or permits it.
Who we share it with
- The NDIA, your plan manager, or your support coordinator, as needed to deliver and claim for services, with your consent.
- Other health professionals involved in your care, with your consent.
- Service providers that help us operate: our website host (Vercel), our email delivery provider (Resend), our booking platform (Calendly), and our secure video and practice-management systems. These providers only handle your information to provide their services to us.
- Regulators or others where required by law, such as the NDIS Quality and Safeguards Commission or AHPRA.
Overseas disclosure
Some of our service providers (including Vercel, Resend and Calendly) are based in, or store data in, the United States and other countries. We take reasonable steps to ensure they protect your information in a way consistent with the APPs.
Our website
When you submit the referral form, your details are sent to us by email and are not stored in a website database. Our booking calendar is provided by Calendly, which may set its own cookies when you use it; see Calendly's privacy notice. We do not use advertising cookies.
We use Vercel Web Analytics to count page visits and see which pages are useful. It does not use cookies and does not identify you: it records anonymous information such as the page viewed, the referring website, your country, and your device and browser type.
Storage and security
We store records electronically using secure, access-controlled systems and take reasonable steps to protect them from misuse, interference, loss, and unauthorised access, modification or disclosure. We keep health records for the periods required by law and then destroy or de-identify them securely.
Accessing and correcting your information
You can ask to access or correct the personal information we hold about you by emailing thejivahealth@gmail.com. We will respond within a reasonable time, usually within 30 days. If we refuse a request, we will tell you why in writing.
Anonymity
You can ask general questions without identifying yourself, but we need your details to provide physiotherapy or accept a referral.
Complaints
If you have a concern about how we have handled your information, please contact us first at thejivahealth@gmail.com and we will respond within 30 days. If you are not satisfied, you can contact the Office of the Australian Information Commissioner at www.oaic.gov.au. NDIS participants can also raise concerns with the NDIS Quality and Safeguards Commission.
Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.
Contact
Jiva Health Physiotherapy — thejivahealth@gmail.com