YOUR INFORMATION
Privacy Policy
Proactive Physiotherapy International Pty Ltd, trading as Proactive Therapy.
Effective 26 October 2026
1. Who we are
Proactive Physiotherapy International Pty Ltd trades as Proactive Therapy. This policy explains how we handle personal information for occupational health assessments, physiotherapy, Job Task Evaluations (JTEs), gym and pool rehabilitation, and enquiries. We handle information under the Privacy Act 1988 (Cth) and applicable Australian Privacy Principles.
2. Information we collect and why
Our website enquiry form collects your name, email, phone number, requested service, contact consent, optional organisation name and an optional general enquiry message. Please enter your own contact details only. Please do not include patient or medical information in the message. Document uploads are not available through this general enquiry form.
Our separate referral form collects the referrer’s name, organisation, email and phone; the patient’s name, contact phone and suburb/postcode; optional date of birth; requested service, funding type, referral reason and goals; and optional supporting documents. Referrers must confirm patient consent or other lawful authority to share this information, including through the processing described below. Please provide only information relevant to the referral.
For assessments and treatment, we may collect relevant contact details, health and injury history, referrals, assessment results, treatment notes, job requirements, work capacity, claim details and billing information. We use this information to provide services, prepare reports, coordinate care, manage accounts and meet legal obligations.
We collect information from you and, where authorised or otherwise permitted by law, from your referrer, employer, insurer, representative or other treating providers. We seek consent for health information where required. You can make a general enquiry anonymously where practicable, but we may need your identity and relevant information to provide treatment or an assessment.
3. Sharing information and reports
We share relevant information with treating practitioners, authorised representatives, employers, insurers and service providers where you consent or another lawful basis applies.
If you pay for a pre-employment assessment or JTE, we provide the report to you. If your employer pays, we obtain your signed consent before providing the report to your employer. Employer payment does not give unrestricted access to your clinical records. We also provide relevant reports to doctors with appropriate consent or another lawful basis.
4. Storage and retention
We store patient information in Zanda and business email. Staff use individual logins. We take reasonable steps to protect information from loss, misuse and unauthorised access or disclosure. Our retention policy is:
- Adult patient records: at least seven years after the last entry or treatment.
- Patients under 18 at the last entry: until their 25th birthday.
- Closed, non-clinical enquiries: reviewed after 12 months, with information no longer needed securely deleted or de-identified.
Clinical emails, referrals, reports and signed consents form part of the patient record. We retain information longer where needed for legal obligations, claims, complaints, assessment contracts or other justified purposes. Records subject to a preservation requirement are not deleted.
5. Website services and overseas processing
Squarespace hosts our website. FormSubmit processes general enquiries and patient referral details, including any attached documents, and forwards them to contact@proactivetherapy.com.au. FormSubmit states that it retains form submissions for 30 days and does not retain uploaded files in its submission archive. This does not delete emails or attachments received by our practice; relevant referral information becomes part of the patient record. Zanda supports our patient records and Microsoft 365 supports our email.
Our service providers may store or process information outside Australia. Squarespace identifies processing in the United States. Zanda hosts Australian accounts in Australia; support and service providers may involve overseas processing, with locations described in its vendor list. Microsoft and Google operate internationally, including in the United States; their privacy information below describes their processing locations.
FormSubmit has not confirmed its processing countries to us, and we have not verified the location of our Microsoft 365 mailbox. We do not promise that information stays in Australia. We have requested further details from FormSubmit and will update this policy when they are available. FormSubmit’s suitability for health information has not yet been confirmed to us. The referral form is an email-forwarding service, not a Zanda patient portal. Please read the processing disclosure and provide only information you have consent or other lawful authority to share. You may phone us to discuss another referral method instead of submitting patient details online.
We restrict Squarespace non-essential cookies and have switched off its visitor activity log. Essential functions, external images and Google reCAPTCHA spam protection may still involve technical information, cookies or similar technologies. Squarespace’s settings do not control every third-party service.
Provider privacy information: Squarespace, FormSubmit, Zanda, Microsoft and Google.
6. Access, corrections and complaints
Contact our Privacy Officer to request access to your information, ask for a correction or raise a privacy concern. We may need to verify your identity or authority. We aim to respond within 30 days and will update you if more time is needed.
There is no charge to make an access or correction request, or to correct information. If a reasonable charge applies to providing access, we will explain it beforehand. If we lawfully refuse a request, we will explain the reason and your complaint options.
If you are dissatisfied with our response to a privacy complaint, or have not received a response within 30 days, you can contact the Office of the Australian Information Commissioner (OAIC).
7. Contact us
Privacy Officer — Proactive Therapy
Proactive Physiotherapy International Pty Ltd
Email: contact@proactivetherapy.com.au
Phone: 07 3180 6799
Post: PO Box 119, Springwood QLD 4127
You can request a copy of this policy using these details. Please avoid sending unnecessary medical information by email. We review this policy when our services or information-handling practices change.