Privacy Policy

Held to Heal ABN 89 764 800 756 Last updated: 10/07/2026

Held to Heal ("we", "us") is committed to protecting your privacy. As a provider of physiotherapy services, we are bound by the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Northern Territory Information Act 2002. This policy explains how we collect, use, store, and disclose your personal information, including health information.

What we collect

We may collect the following personal information:

• Contact details — your name, email address, phone number, and address

• Health information — your medical history, pregnancy and birth history, treatment notes, referrals, and other information you share during consultations

• Payment information — billing details and Medicare, private health fund, or NDIS details where relevant

• Booking information — appointment details collected through our online booking system

• Website data — information collected automatically when you visit our website, such as browser type, pages visited, and general location (see Cookies below)

How we collect it

We collect information directly from you when you book an appointment, complete intake forms, attend a consultation, contact us by phone, email, or social media, or use our website. Occasionally we may receive information from a referring health practitioner, with your knowledge.

Our online bookings are managed through Cliniko, a practice management system that stores data securely and complies with Australian privacy law. You can read Cliniko's privacy policy at cliniko.com/policies/privacy.

Why we collect it

We collect your information to:

• Provide safe, appropriate physiotherapy assessment and treatment

• Manage appointments, billing, and communication with you

• Communicate with other health practitioners involved in your care, with your consent

• Meet our legal and professional obligations, including record-keeping requirements under AHPRA registration standards

• Improve our services and website

We will not use your health information for marketing without your consent, and we do not sell your information to anyone.

Storage and security

Your records are stored electronically in secure, password-protected systems with access limited to authorised personnel. We take reasonable steps to protect your information from misuse, loss, and unauthorised access. Clinical records are retained for the periods required by law — generally at least 7 years from your last appointment, or for clients under 18, until they turn 25.

Disclosure

We only disclose your personal information:

• With your consent — for example, to your GP, obstetrician, or another treating practitioner

• Where required or authorised by law — for example, in response to a court order, or where there is a serious threat to someone's life, health, or safety

• To service providers who help us run the practice (such as our booking and payment systems), who are bound by their own privacy obligations

Some of our service providers may store data on servers located overseas. Where this occurs, we take reasonable steps to ensure your information is handled consistently with Australian privacy law.

Cookies and website analytics

Our website is hosted on Squarespace and may use cookies and similar technologies to analyse site traffic and improve your experience. You can disable cookies in your browser settings. Our website may contain links to third-party sites (such as Instagram and our booking platform); we are not responsible for the privacy practices of those sites.

Accessing or correcting your information

You may request access to the personal information we hold about you, or ask us to correct it, at any time by contacting us using the details below. We will respond within a reasonable period. In limited circumstances access may be refused where the law permits, and we will explain why.

Complaints

If you have a concern about how we have handled your personal information, please contact us first and we will do our best to resolve it. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992, or to the NT Information Commissioner at infocomm.nt.gov.au.

Contact

Held to Heal [ Darwin NT] laura@heldtoheal.com.au

We may update this policy from time to time. The current version will always be available on this page.