Privacy policy

About this policy

ChiropracticHUB (Balanced Healing Pty Ltd, “we”, “us”) is committed to protecting your privacy and handling your personal information openly and transparently, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a health service provider, we handle personal and health information with particular care.

This policy explains what we collect, why we collect it, who we share it with, and your rights.

What we collect

Depending on how you interact with us, we may collect:

• Contact details: your name, phone number, email address and postal address.
• Health information: your health history, symptoms, examination findings, treatment notes, imaging and reports, and the reason you are seeking care.
• Billing details: private health fund and Medicare details (where you claim) and payment records.
• Enquiry details: what you tell us when you book, call, message us or complete a form on our website.
• Website and advertising data: such as the page you landed on, the referring website, device type, time on page and advertising click identifiers (for example from Google or Meta ads).

You can contact us anonymously or using a pseudonym for general enquiries, but we need to identify you to provide health care.

How we collect it

We collect most information directly from you: in person, over the phone, through our online booking system, by email or SMS, or through forms on our website. With your consent, we may also receive information from other health practitioners involved in your care, such as your GP.

Some information is collected automatically when you use our website, through cookies and similar technologies (see below).

How we use your information

We use your personal information to:

• arrange, confirm and remind you about appointments (including by SMS; reply STOP to opt out of non-essential messages);
• assess, treat and manage your care, and keep accurate clinical records;
• process payments and health fund or Medicare claims;
• respond to your enquiries and follow up on bookings;
• run and improve our clinic and website, and measure how well our advertising works; and
• meet our legal, professional and regulatory obligations.

We will only use your health information for the purpose you gave it to us, a directly related purpose you would reasonably expect, or as otherwise permitted by law.

Enquiries and our CRM

When you submit an enquiry or booking request through our website, your details are stored in our customer relationship management (CRM) system so our team can contact you to arrange your assessment and keep track of your enquiry. We use these details only to arrange and manage your care with us. We do not sell your personal information.

Advertising measurement (Google & Meta)

We advertise on platforms such as Google and Meta (Facebook and Instagram). To understand which ads lead to bookings, we may share limited information with these platforms, such as your email address or phone number in hashed (one-way encrypted) form, along with ad click identifiers and the fact that a booking or enquiry was made.

Hashing turns your details into a scrambled code before they are sent, which the platform can only match against accounts it already holds. We do not share your health information, symptoms or the reason for your visit with advertising platforms.

You can manage how these platforms use your information through your Google and Meta ad settings.

Cookies and Google Tag Manager

Our website uses cookies and similar technologies, managed through Google Tag Manager, to make the site work, understand how visitors use it (for example with Google Analytics), and measure advertising (for example with Google Ads and the Meta Pixel).

These tools may collect information such as your IP address, browser and device type, pages visited and how you arrived on our site. You can block or delete cookies in your browser settings; some parts of the site may not work as intended if you do.

Who we share it with

We may disclose your personal information to:

• other health practitioners involved in your care, with your consent;
• private health funds and Medicare, to process your claims;
• service providers who help us run the clinic, such as our practice management and online booking system, SMS, email, IT and website providers; and
• government or regulatory bodies where required or authorised by law.

Some of our service providers (including Google and Meta) may store or process information outside Australia, including in the United States. Where this happens, we take reasonable steps to ensure your information is handled in line with the APPs.

Storage and security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Records are stored in secure, access-controlled systems. We keep health records for as long as required by law and our professional obligations, then securely destroy or de-identify them.

Access and correction

You can ask to access the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. Please contact us using the details below. We will respond within a reasonable period (usually within 30 days). In limited circumstances permitted by the Privacy Act we may decline access, and if so we will explain why in writing.

Questions and complaints

If you have a question or concern about how we have handled your personal information, please contact us first so we can try to resolve it. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

Contact us

Privacy Officer, ChiropracticHUB

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