Privacy Policy

Introduction

Reform Lab Wellness Clinic (“we”, “us”, “our”) is committed to protecting the privacy and confidentiality of your personal information. This Privacy Policy explains how we collect, use, store, and disclose your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

As a health service provider, we are also bound by our obligations under the Health Records and Information Privacy Act 2002 (NSW) and the Australian Health Practitioner Regulation Agency (AHPRA) guidelines regarding health records.

Information We Collect

We may collect the following types of personal information:

• Identity information: name, date of birth, gender, and address
• Contact information: email address, phone number, and postal address
• Health information: medical history, treatment notes, diagnostic results, referral letters, and health insurance details — collected during consultations and via our practice management system (Cliniko)
• Payment information: billing details processed through our payment provider (we do not store credit card numbers directly)
• Website usage data: information collected automatically when you visit our website, including IP address, browser type, pages visited, and cookies
• Communication records: messages sent via our contact form, email correspondence, and appointment reminders

How We Use Your Information

We use your personal information for the following purposes:

• Providing clinical care, including diagnosis, treatment, and health management
• Managing appointment bookings, reminders, and cancellations
• Processing payments and issuing invoices or receipts
• Communicating with you about your care, including follow-ups and health updates
• Meeting our legal and regulatory obligations, including AHPRA practitioner requirements
• Improving our services, website functionality, and patient experience
• Sending clinic newsletters and health tips (only with your consent, and you may unsubscribe at any time)

Third-Party Services

We use trusted third-party services to operate our clinic and website. These include:

• Cliniko: Our practice management system for appointment scheduling, patient records, and billing. Cliniko stores data on Australian-hosted servers and complies with the Privacy Act 1988.
• Google Maps: Embedded on our website to display our clinic location. Google may collect usage data per its own privacy policy.
• Cloudflare: Our website hosting and performance provider. Cloudflare may process request metadata to deliver and protect our website.
• Resend: Used to deliver transactional emails such as contact form confirmations.

We do not sell, rent, or trade your personal information to any third party. Disclosure to third parties occurs only where necessary for your care (e.g., referral to another practitioner with your consent), required by law, or as outlined above.

Data Retention

We retain your personal and health information in accordance with our legal obligations:

• Health records (adults): retained for a minimum of 7 years from the date of last treatment, as required under NSW health records legislation.
• Health records (minors): retained until the patient turns 25 years of age, or 7 years from the date of last treatment, whichever is longer.
• Contact form submissions: retained for up to 12 months, then securely deleted.
• Newsletter subscriptions: retained until you unsubscribe.

Your Rights Under the Australian Privacy Principles

Under the APPs and applicable health records legislation, you have the right to:

• Access the personal and health information we hold about you
• Request correction of any inaccurate, out-of-date, or incomplete information
• Withdraw consent for marketing communications at any time
• Request deletion of personal information that is no longer required (subject to our legal retention obligations for health records)
• Complain about how we handle your personal information

To exercise any of these rights, please contact us using the details below. We will respond to access and correction requests within 30 days.

AHPRA and Health Practitioner Obligations

Our practitioners are registered with the Australian Health Practitioner Regulation Agency (AHPRA). We maintain health records in accordance with the professional standards and codes of conduct set by our respective registration boards, including the Chiropractic Board of Australia and the Physiotherapy Board of Australia.

Clinical notes and treatment records are maintained as required by AHPRA guidelines and may be disclosed to regulatory bodies if required by law or for the purpose of professional audits.

Cookies and Website Analytics

Our website may use cookies and similar technologies to improve your browsing experience. These are small text files stored on your device. You can control cookie settings through your browser preferences. Disabling cookies may affect some website functionality.

Privacy Complaints and Contact

If you have any questions, concerns, or complaints about how we handle your personal information, please contact us:

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) or the NSW Information and Privacy Commission.