Privacy Policy

This Privacy Policy explains how M J Kaloutsis Family Trust Pty Ltd, trading as Neura Rehab & Performance (“we”, “us”, “our”), collects, holds, uses and discloses your personal information, including your health information. As a provider of health services, we are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and we handle your information in accordance with them.

M J Kaloutsis Family Trust Pty Ltd · ABN 49 783 384 703 · 101 Main St, Suite 3, Kangaroo Point QLD 4169 · 0431 530 209 · matt@neurarehab.com.au

1. The information we collect

We collect the following kinds of information:

• Identity and contact details, such as your name, email, phone number and date of birth.
• Health information, such as your condition and injury history, pain and symptoms, health declarations, goals, assessment and strength-testing results, movement and mobility data, your training programs, and the sessions, logs and check-ins you record in the app.
• Account and technical information, such as your login credentials (handled by our authentication provider), device and notification tokens, and basic app usage.
• Payment information, which is processed by our payment provider. We do not store your full card number.

2. How we collect it

We usually collect information directly from you, through your enquiry, booking, membership form, health declaration, assessments, sessions, our training app, and your communications with us. Where you have consented or the law allows, we may also collect information from third parties such as your referring practitioner.

3. Why we collect, hold and use it

We collect, hold and use your information to:

• Assess your condition and design your rehabilitation program.
• Deliver and adjust your care, in person and through the app, and track your progress and outcomes.
• Communicate with you about your care and appointments.
• Process payments and administer your membership.
• Meet our professional, insurance and legal obligations.
• With your consent, send you updates and marketing about our services.

If you do not provide the information we request, we may not be able to provide your care safely or at all.

4. Disclosure to third parties

We may disclose your information to:

• Our team and the contractors who help us provide your care and run the practice, such as our practice-management, IT and hosting, and communications providers, under confidentiality obligations.
• Your referring GP or other treating practitioners, where you consent or it is needed for your care.
• Our payment provider, to process payments.
• Regulators, insurers or authorities, where required or permitted by law.

We do not sell your personal information.

5. Overseas disclosure

Some of our service providers (for example, IT, hosting, payment and marketing providers) may store or access your information outside Australia, including in the United States and other countries where those providers operate. Where we disclose your information overseas, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles. By providing your information to us and agreeing to this policy, you consent to these overseas disclosures.

6. Direct marketing

Where you have consented, we may send you marketing communications about our services. You can opt out at any time by using the unsubscribe link in our emails or by contacting us at matt@neurarehab.com.au, and we will stop sending you marketing.

7. Security and retention of your records

We take reasonable steps to protect your information from misuse, loss, and unauthorised access, modification or disclosure, including access controls, secure storage and encryption where appropriate. We retain your health records securely for as long as required to provide your care and to meet our professional and legal obligations. Consistent with accepted practice, this is generally at least seven (7) years from your last service, and for a person under 18, until they turn 25. When records are no longer required, we securely destroy or de-identify them.

8. Accessing and correcting your information

You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete, by contacting us at matt@neurarehab.com.au. We will respond within a reasonable time. In limited circumstances the law allows us to decline access, in which case we will explain why.

You can also ask us to close your account and delete your data. When you do, we remove your login and personal details from the app. Your clinical record is then archived securely and kept only for as long as we are required to retain it (see section 7), after which it is destroyed.

9. Complaints

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

10. Changes to this policy

We may update this policy from time to time. The current version is available on request and at neurarehab.com.au/privacy_policy, and the date above shows when it was last updated.

11. Contact us

Privacy enquiries: Neura Rehab & Performance · matt@neurarehab.com.au · 0431 530 209 · 101 Main St, Suite 3, Kangaroo Point QLD 4169.