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Privacy Policy

Moving Healthcare Pty Ltd (ABN 11 644 096 015)
Melbourne, Victoria
Updated: November 2025

Moving Healthcare Pty Ltd (“Moving Healthcare”, “we”, “us”, “our”) is committed to protecting your privacy and managing personal information lawfully and ethically. We comply with:

  • the Privacy Act 1988 (Cth)

  • the Australian Privacy Principles (APPs)

  • the Health Records Act 2001 (Vic)

  • the NDIS Practice Standards

  • the Aged Care Quality Standards

  • relevant cyber security guidelines

This policy explains how we collect, use, disclose, store, and protect personal information in the course of providing physiotherapy, occupational therapy, and related services.

1. What Personal Information We Collect

1.1 Personal Information

Includes (but is not limited to):

  • name, date of birth, gender, contact details

  • address and location information for service delivery

  • emergency contacts

  • NDIS number, plan details, funding management

  • Home Care Package details

  • referrer or GP information

1.2 Sensitive & Health Information

We collect sensitive health information such as:

  • medical and disability history

  • functional assessments and reports

  • clinical notes and treatment plans

  • medication and risk information

  • communication preferences and access needs

  • behavioural or environmental considerations
    Sensitive information is treated with the highest level of confidentiality.

1.3 Information from Third Parties

We may receive information from:

  • support coordinators, plan managers

  • GPs, specialists, and other clinicians

  • My Aged Care providers

  • family members or authorised representatives

  • other service providers involved in your care
    We take reasonable steps to notify you when such information is received.

1.4 Website & Digital Information

We collect limited analytics such as:

  • browser type, device type, IP address

  • pages visited

  • form submissions

2. How We Collect Information

We may collect information through:

  • intake forms

  • phone calls, emails, SMS

  • clinical assessments or therapy sessions

  • telehealth consultations

  • service requests submitted online

  • referral documentation

  • communication with third-party providers (with consent)

We collect only information reasonably necessary to provide safe, effective services.

3. Why We Collect Personal Information

We collect and use your information to:

  • deliver allied health services

  • assess your needs and goals

  • prepare treatment plans and reports

  • liaise with your care team (with consent)

  • comply with NDIS requirements

  • manage bookings, billing, and funding

  • ensure clinical safety

  • improve our service quality

  • comply with legal and professional obligations

Your information is not used for any unrelated purpose without your consent.

4. Use and Disclosure of Personal Information

4.1 We may disclose information to:

  • support coordinators, plan managers

  • GPs, specialists, and other clinicians

  • family or authorised representatives

  • Home Care Package providers

  • regulatory bodies (e.g., NDIS Commission)

  • auditors and accreditation bodies

  • contracted staff and administrative support personnel

4.2 We only disclose information:

  • with your consent, or

  • where required or authorised by law, or

  • where there is a serious and imminent threat to life, health, or safety.

We do not sell or trade personal information.

5. Storage & Security of Personal Information

We store information securely using protected systems including:

  • Splose (clinical record-keeping)

  • Microsoft 365 (OneDrive, SharePoint, Outlook)

  • encrypted devices

  • approved SMS and telehealth platforms

  • secure email services

  • Mailchimp (marketing lists only, with explicit opt-in)

We take reasonable steps to protect information from misuse, loss, unauthorised access, modification, or disclosure.

Clinical records are retained for at least 7 years (or longer for clients under 18, as required by law).

6. Artificial Intelligence (AI) Use Policy

Moving Healthcare uses Artificial Intelligence tools in a controlled, ethical, and legally compliant manner. This ensures safety, transparency, and responsible use of emerging technologies.

6.1 Principles Governing AI Use

We adhere to principles of:

  • Clinical Oversight — AI does not make clinical decisions.

  • Privacy — No identifiable personal or health information is entered into AI systems unless the system meets strict privacy and security standards.

  • De-Identification — Only de-identified information may be used where possible.

  • Transparency — AI assists; clinicians retain responsibility.

  • Bias Mitigation — Clinicians check outputs for fairness, accuracy, and appropriateness.

  • Safety — AI cannot be used if it could compromise care.

6.2 Permitted Uses of AI

AI may be used for:

  • administrative support (e.g., drafting general text)

  • de-identified clinical summarisation

  • report structuring (with clinician review)

  • staff training and resource creation

  • quality improvement tasks

  • policy drafting or formatting assistance

6.3 Prohibited Uses of AI

AI must not be used to:

  • make or alter clinical decisions

  • diagnose or assess health conditions

  • store or process identifiable health information unless explicitly approved

  • generate reports without clinician review

  • bypass clinician judgement

  • share or transmit client information without consent

All staff are trained in responsible AI use and are required to follow internal protocols.

7. Open Disclosure

In accordance with healthcare and NDIS standards, Moving Healthcare is committed to open disclosure.
If an adverse event or incident occurs during the provision of care:

  • we will communicate openly with the client and/or family

  • provide an explanation and apology

  • investigate the incident

  • take steps to prevent recurrence

We support your right to know what happened in your care.

8. Access to Personal Information

You may request access to your personal information or request corrections if the information is inaccurate or outdated.
Requests must be made in writing for security reasons.

We will respond within a reasonable timeframe in accordance with the APPs.

9. Maintaining Accurate Information

We take reasonable steps to ensure the personal information we hold is accurate, complete, and up to date.
Please notify us if your details change.

10. Complaints or Concerns

If you have a concern about privacy, please contact us.
If unresolved, you may contact:

  • Office of the Australian Information Commissioner (OAIC)

  • NDIS Quality and Safeguards Commission

  • Health Complaints Commissioner (Victoria)

We will assist you in this process.

11. Changes to This Policy

We may update this policy from time to time to reflect changes in:

  • legislation

  • clinical or digital practices

  • AI technologies

  • NDIS requirements

The latest version will always be available on our website.

12. Contact Us

 

Moving Healthcare Pty Ltd
📍 Melbourne, VIC
📞 1300 803 899
📧 admin@movinghealthcare.com.au
🌐 www.movinghealthcare.com.au

Because we move to you, unlike attending a clinic, bookings are more easily made by liaising with our team to establish if we’re a good fit to assist your needs, and to find a suitable appointment time.