Privacy Policy

Twin Rivers Osteopathy - Privacy Policy

Last Updated: 1 July 2026

At Twin Rivers Osteopathy, we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how we collect, use, disclose and protect your information when:

• you visit our website;
• contact our clinic;
• book appointments;
• receive osteopathic treatment;
• participate in Pilates or other health & fitness services.

Because our website and our clinical records serve different purposes, they are addressed separately below.

 

SECTION 1 – WEBSITE PRIVACY

 

Information We Collect

When you visit our website, we may automatically collect information including:

• IP address
• Browser type
• Device type
• Operating system
• Pages visited
• Time spent on pages
• Referral websites
• General location information
• Website interactions

This information generally does not identify you personally.

If you complete a website enquiry form or subscribe to our newsletter, we may collect:

• Name
• Email address
• Phone number
• Any information you choose to provide.
• Cookies

Our website uses cookies to improve your browsing experience.

Cookies are small text files stored on your device which help us:

• remember website preferences;
• analyse website traffic;
• understand visitor behaviour;
• improve website functionality;
• measure advertising performance where applicable.

Cookies do not provide us with access to your computer or personal files.

You can disable cookies through your browser settings, although some website functionality may be affected.

 

Analytics

We may use website analytics services such as Google Analytics to understand website performance.

Analytics providers may collect information including:

• pages viewed;
• session duration;
• approximate geographic location;
• browser information;
• referring websites.

This information is aggregated and used solely to improve our website.

 

Third-Party Links

Our website may contain links to third-party websites.

We are not responsible for the privacy practices or content of those websites.

 

Online Booking

If you make an online booking, you may be redirected to our secure practice management software.

Once you leave our website and enter the booking portal, your information is managed under our Clinical Information section below.

 

 

SECTION 2 – CLINICAL INFORMATION & HEALTH RECORDS

 

Health Information We Collect

As a healthcare provider, we collect personal and health information necessary to provide safe and appropriate healthcare.

This may include:

• name;
• date of birth;
• contact details;
• emergency contacts;
• Medicare details;
• private health insurance details;
• medical history;
• medications;
• allergies;
• injuries;
• examination findings;
• treatment notes;
• referrals;
• imaging reports;
• exercise programs;
• progress notes;
• payment information.

Health information is classified as sensitive information under Australian privacy law.

 

Why We Collect Your Information

We collect your information to:

• provide healthcare;
• maintain clinical records;
• communicate with you;
• manage appointments;
• process payments;
• coordinate care with other healthcare providers;
• comply with legal and professional obligations.

 

Clinical Records

Your clinical information is stored electronically using secure cloud-based practice management software.

Our software provider employs industry-standard security measures including encryption, authentication and secure data storage.

Access to patient records is restricted to authorised practitioners and staff who require access to perform their duties.

 

Cloud Storage

Clinical information may be stored using reputable cloud service providers.

Where data is stored outside Australia, we take reasonable steps to ensure service providers comply with Australian privacy obligations or provide comparable protections.

 

Sharing Your Information

We only disclose your personal information where necessary, including:

• with your consent;
• to your GP or referring practitioner;
• specialists or allied health providers involved in your care;
• Medicare;
• private health insurers;
• payment processors;
• pathology or imaging providers;
• where required by law;
• where necessary to prevent serious threats to health or safety.

We do not sell, lease, or otherwise disclose patient information.

 

Appointment Reminders

We may contact you using:

• SMS
• Email
• Telephone
• Push Notifications

for appointment reminders, recalls, follow-up care and administrative communications.

You may opt out of non-essential communications at any time.

 

Payment Information

Payments are processed through secure third-party payment providers.

We do not store complete credit card details unless required by our payment processor.

 

Data Security

We take reasonable steps to protect your information through measures including:

• encrypted cloud storage;
• password-protected systems;
• restricted staff access;
• staff confidentiality agreements;
• secure backups;
• antivirus and cybersecurity measures;
• regular software updates.

No electronic system can guarantee absolute security.

 

Retention of Records

Health records are retained in accordance with Australian legal requirements.

Generally:

Adult records are retained for at least seven (7) years from the last consultation.

Children's records are retained until the individual turns 25 years of age, or as otherwise required by law.

 

Access to Your Information

You may request access to your personal information by contacting the clinic.

We may require identity verification before releasing information.

Access may be refused where permitted by law.

Reasonable administrative fees may apply for copying records.

 

Correction of Information

If you believe your information is inaccurate or incomplete, please notify us.

We will take reasonable steps to correct the information where appropriate.

 

SECTION 3 – MARKETING COMMUNICATIONS

If you subscribe to newsletters or promotional emails, we may send:

• health tips;
• clinic news;
• service updates;
• promotions;
• educational content.

You may unsubscribe at any time using the unsubscribe link or by contacting us.

 

SECTION 4 – CHILDREN

Where services are provided to children, personal information may be collected from parents or legal guardians.

Consent requirements will be managed in accordance with Australian law.

 

SECTION 5 – COMPLAINTS

If you have concerns regarding your privacy, please email admin@tr-osteo.com.au with a subject line of: Attn: Privacy Officer

We will investigate privacy complaints promptly.

If you remain dissatisfied, you may contact the Office of the Australian Information Commissioner (OAIC).

 

SECTION 6 – CHANGES TO THIS POLICY

We may update this Privacy Policy from time to time.

The most current version will always be available on our website.

 

Contact Us

If you have questions regarding this Privacy Policy or how your information is managed, please contact:

Twin Rivers Osteopathy

Email: admin@tr-osteo.com.au

Phone: (03) 4135 2701

Website: www.tr-osteo.com.au

Address: 60 Ligar Street, Bairnsdale VIC 3875