Privacy Policy
SHIFT Rehab Co Pty Ltd.
Last updated: August 2026
Our commitment to your privacy
SHIFT Rehab Co Pty Ltd (SHIFT Rehab Co) is committed to protecting your privacy and handling your personal information responsibly and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
As a rehabilitation provider offering Exercise Physiology and Physiotherapy services, we collect and handle personal information, including sensitive health information, to provide safe, appropriate and personalised care.
This Privacy Policy explains:
What personal information we collect and hold about you
How and why we collect and use your information
When we may share your information with others
How we protect and store your information
Your rights to access and correct the information we hold about you
How you can make a privacy complaint
Whether your information may be disclosed to overseas recipients.
What personal information do we collect about you?
Depending on the services we provide and your circumstances, we may collect and hold information including:
Your name, date of birth, address and contact details
Emergency contact and next-of-kin details
Information about your family, carers, support workers or other people involved in your care
Medicare details
NDIS participant numbers and plan information
DVA details
Health fund and private health insurance details
Information relating to workers compensation, motor accident or other insurance claims
Information about your health, medical history, diagnosis, symptoms and conditions
Information about your physical function, mobility, exercise capacity and rehabilitation needs
Information about medications and relevant medical treatment
Specialist, medical, physiotherapy, exercise physiology and other healthcare reports
Test and assessment results
Treatment, appointment and attendance information
Clinical notes and treatment plans
Information about your goals, preferences and support needs
Information about your living arrangements, community access and functional capacity where relevant to your care
Billing and payment information
Information provided by your GP, specialist, allied health professional, support coordinator, plan manager, carer or other person involved in your care
Any other information reasonably required to provide safe and effective rehabilitation services.
We only collect information that is reasonably necessary for our functions and activities.
How do we collect and hold your personal information?
We generally collect personal information directly from you, including when you:
Contact us by phone, email or through our website
Complete an intake, registration or consent form
Attend an appointment
Participate in an assessment or treatment session
Provide information verbally to one of our clinicians
Communicate with us about your treatment or services.
Where appropriate and permitted by law, we may also collect information from third parties, including:
Your parent, guardian, carer or person responsible for you
Your GP or medical specialist
Other health professionals involved in your care
Support coordinators and plan managers
The National Disability Insurance Agency (NDIA)
DVA
Insurers, employers or rehabilitation providers
Hospitals or other healthcare organisations
Family members or support people involved in your care.
We may also collect limited information through our website and online systems, such as your IP address, browser type, device information and website usage information. This may occur through website analytics, cookies or similar technologies.
Personal information may be collected and stored electronically through our practice management, clinical documentation, communication, booking, accounting and cloud-based software systems.
Why do we collect and use information about you?
Our primary purpose for collecting your personal information is to provide safe, effective and personalised Exercise Physiology and Physiotherapy services.
We may use your information to:
Assess your health, function, mobility and rehabilitation needs
Develop and deliver individualised treatment and exercise programs
Monitor your progress and outcomes
Communicate with you about your appointments and treatment
Communicate with other healthcare professionals involved in your care
Coordinate multidisciplinary rehabilitation
Prepare reports and other clinical documentation
Communicate with funding bodies and other relevant organisations where required for your services
Process payments, invoices and claims
Manage NDIS, DVA, workers compensation and other funding arrangements
Manage our business, administration and accounting requirements
Maintain accurate clinical and administrative records
Conduct quality assurance, clinical audits and service improvement
Comply with our legal and regulatory obligations
Manage complaints, incidents and risks
Send appointment reminders and other service-related communications.
Where you have provided consent, we may also use your contact details to send information about SHIFT Rehab Co services, events or other relevant communications. You can opt out of marketing communications at any time.
When and why might we share your information with others?
We will only disclose your personal information where it is reasonably necessary for providing your care, managing our services, with your consent, or where permitted or required by law.
Depending on your circumstances, we may share information with:
Your GP, medical specialist or other treating health professionals
Other Exercise Physiologists, Physiotherapists or allied health professionals involved in your care
Hospitals and healthcare organisations
Your support coordinator, plan manager, support worker, carer or other person involved in your support
The NDIA where required in connection with your NDIS supports
DVA where required to provide or claim for services
Insurers and workers compensation authorities
Employers or rehabilitation providers where relevant and authorised
Medicare or private health insurers
Government or regulatory bodies
Diagnostic, pathology or other testing services
Our accountants, billing providers or debt recovery providers
Technology, software and cloud service providers that support our business operations.
We may also disclose information where necessary:
To comply with a legal obligation, court order or subpoena
Where required by legislation, including mandatory reporting obligations
To lessen or prevent a serious threat to a person's life, health or safety
To prevent or investigate suspected unlawful activity
To establish, exercise or defend a legal claim
Where otherwise authorised or required by law.
We will take reasonable steps to ensure that third parties receiving your information handle it appropriately and in accordance with applicable privacy obligations.
Consent to sharing information
Where appropriate, we will seek your consent before sharing your personal information with other people or organisations involved in your care. You may withdraw your consent to certain uses or disclosures of your information at any time. However, withdrawing consent may affect our ability to provide particular services or communicate with other professionals involved in your care. There may also be circumstances where we are permitted or required by law to use or disclose information without your consent.
Your right to access and correct your information
You have the right to request access to the personal information we hold about you and to request that inaccurate or incomplete information be corrected.
To request access to or correction of your information, please contact us using the details provided under How to contact us.
We will generally respond to written requests within 30 days.
We will not generally charge you for making an access request. However, where reasonable, we may charge an administrative fee associated with providing copies of records or processing a request. We will advise you of any applicable fee before proceeding.
To protect your privacy, we may require you to provide appropriate identification before releasing personal information.
If you believe information we hold about you is inaccurate, incomplete or out of date, please let us know. We will take reasonable steps to correct the information.
Please also notify us if your contact details or other relevant information changes.
How long do we keep your information?
We retain personal and health information for as long as reasonably necessary to provide services and meet our legal, regulatory, professional and business obligations.
Health records may be retained for periods required under applicable Australian legislation and professional requirements.
When information is no longer required, we will take reasonable steps to securely destroy, delete or de-identify it.
How do we protect your personal information?
SHIFT Rehab Co takes reasonable steps to protect the personal information we hold from:
Misuse
Interference
Loss
Unauthorised access
Unauthorised modification
Unauthorised disclosure.
Depending on the circumstances, security measures may include:
Secure electronic clinical record systems
Password protection and user access controls
Restricting access to information on a need-to-know basis
Secure cloud-based systems
Secure physical storage of paper records
Appropriate staff training and confidentiality requirements
Secure disposal of information when it is no longer required.
No electronic or physical storage system can be guaranteed to be completely secure. However, we take reasonable and appropriate measures to protect your information.
Data breaches
If we become aware of a data breach involving personal information, we will assess the breach and take appropriate steps to contain, investigate and respond to it.
Where a breach is likely to result in serious harm and notification is required under the Notifiable Data Breaches scheme, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with our legal obligations.
Can you receive services anonymously or using a pseudonym?
Where it is lawful and practicable, you may request to deal with us anonymously or using a pseudonym.
However, this may not be practical in many circumstances, particularly where we need to provide healthcare services, maintain clinical records, process funding or insurance claims, communicate with other healthcare providers, or meet legal and professional obligations.
Disclosing information overseas
Some of the software, cloud storage, practice management, communication, accounting or other technology providers we use may store or process information on servers located outside Australia.
Where this occurs, we will take reasonable steps to ensure that appropriate privacy and security protections are in place and that the handling of your information is consistent with our obligations under Australian privacy law.
Where required, we will obtain your consent before disclosing personal information to an overseas recipient, unless the disclosure is otherwise authorised or required by law.
Website, cookies and analytics
When you visit the SHIFT Rehab Co website, we may collect limited information about your visit, including technical information such as your IP address, browser type, device information and pages visited.
We may use cookies, analytics tools and similar technologies to:
Understand how people use our website
Improve website functionality and user experience
Monitor website performance
Understand how visitors find and interact with our website.
Where third-party services are used for website analytics, those providers may collect or process information in accordance with their own privacy policies.
You can generally control or disable cookies through your web browser settings. However, doing so may affect some website functionality.
Marketing communications
Where you have provided consent or where otherwise permitted by law, SHIFT Rehab Co may send you information about our services, programs, events or other relevant information.
You can unsubscribe from marketing communications at any time by:
Using the unsubscribe option provided in the communication; or
Contacting us directly.
We will not make receiving treatment conditional on agreeing to receive marketing communications.
Privacy complaints
If you have a concern about how SHIFT Rehab Co has collected, used, stored or disclosed your personal information, we encourage you to contact us first so that we can investigate and resolve your concern.
Privacy complaints should preferably be made in writing and include enough information for us to investigate the issue.
We will acknowledge and investigate your complaint and aim to provide a response within 30 days.
How to contact us about a privacy complaint
SHIFT Rehab Co Pty Ltd
ACN: 699 877 417
Email: hello@shiftrehabco.com.au
Phone: 02 4005 2402
Postal address: 132 Hannell Street, Whickham
If you are not satisfied with our response, or if you do not wish to complain directly to us, you can contact the:
Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Website: OAIC — Privacy complaints
The OAIC may be able to investigate your complaint where appropriate.
Updating this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to:
Our services
Our information-handling practices
Technology and systems we use
Applicable privacy legislation or regulatory requirements.
The most current version of this Privacy Policy will be made available on the SHIFT Rehab Co website.
Where appropriate, we may notify clients of significant changes to the Policy.
How to contact us
If you have any questions about this Privacy Policy, want to access or correct your personal information, or wish to make a privacy complaint, please contact:
SHIFT Rehab Co Pty Ltd
ACN: 699 877 417
Email: hello@shiftrehabco.com.au
Phone: 02 4005 2402
Website: shiftrehabco.com.au