Privacy Policy and Client Information Statement
Effective: 01/05/2022
Business Details
The Exercise Collaborative
Level 3, 506 Miller Street, Cammeray NSW 2062
admin@theexco.com.au | (02) 9923 1217
www.theexco.com.au
Overview
The Exercise Collaborative (“we”, “our”, or “us”) is committed to protecting your privacy and personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and guidance from our governing body, Exercise & Sports Science Australia (ESSA) Privacy Policy. Our policy explains how we collect, use, disclose, and safeguard your personal information in the delivery of our exercise physiology services.
What Information We Collect
We collect only what is necessary to deliver quality care and meet our obligations. This includes:
- Name, date of birth, contact details
- Medical history, medications, treatment plans
- Referrals and clinical notes
- Billing details (Medicare, DVA, WorkCover, NDIS, insurers)
- Appointment and attendance history
Sensitive information (e.g., health status) is collected only with your consent or as required by law.
How We Collect Information
Your personal information may be collected:
- Directly from you through forms, consultations, phone, email, or website
- From your referring health practitioner or funding body (with consent)
- Through secure digital systems, such as practice software or telehealth
- Via clinical transcription tools (see section 5)
We ensure collection is fair, lawful, and transparent.
Why We Collect Information
We use your information to:
- Deliver effective, tailored care
- Coordinate with your healthcare team
- Process claims and payments
- Fulfil reporting requirements (e.g., Medicare, insurers)
- Enhance our services and ensure quality
We do not collect or use information for purposes unrelated to your care without your consent.
AI Transcription Consent
We may use secure AI-based transcription software (e.g., Heidi Health) to document consultations more accurately and efficiently.
- Transcripts are securely encrypted and accessible only to your clinician
- You can opt out at any time without impact to your care
Consent Options:
☐ Yes, I consent to AI transcription being used during my appointments
☐ No, I do not consent
Disclosure of Information
We only disclose information:
- For the purpose it was collected or reasonably related purposes
- To your treating health team (with your permission)
- When legally required (e.g. subpoenas, insurers)
- With your consent for reports or referrals
We will not sell or disclose your information for marketing or non-care-related purposes.
Data Storage & Security
We take every reasonable step to protect your data from:
- Misuse, interference, or loss
- Unauthorised access, modification, or disclosure
All physical records are securely stored, and electronic records are kept on password-protected systems with encrypted backups. When no longer needed, records are safely destroyed or de-identified. Breaches by staff or contractors are treated seriously and may result in disciplinary or legal action.
Accessing or Correcting Your Information
You may request to:
- Access your personal information
- Amend incorrect or outdated details
Requests can be made in writing or by contacting us directly. We aim to respond within a reasonable timeframe. In rare cases (e.g. safety concerns), access may be lawfully denied.
Opting Out
You can opt out at any time from:
- Receiving newsletters or promotional messages
- Participating in AI transcription services
To do so, contact us by phone, email, or in person. There is no cost associated with opting out.
Complaints or Privacy Inquiries
If you have any questions or concerns about privacy, please contact:
The Exercise Collaborative
Level 3, 506 Miller Street, Cammeray NSW 2062
admin@theexco.com.au | (02) 9923 1217
www.theexco.com.au
If you are not satisfied with our response, you can contact the Office of the Australian
Information Commissioner (OAIC):
https://www.oaic.gov.au/about-us/contact-us
Cancellation & Refund Policy
Cancellations: Please provide at least 24 hours’ notice if you need to cancel or reschedule. Late cancellations or non-attendance may incur the full session fee.
Refunds: Refunds for pre-purchased services are at the discretion of The Exercise Collaborative. Medical documentation may be required. Refunds are not provided for change of mind.
Availability and Review of Policy
This policy is:
- Available on request at reception
- Accessible via our website: www.theexco.com.au
We review and update this policy periodically in line with legislative and operational changes.