Privacy
Privacy policy
BTS Health Clinic (formerly BTS Physio & Pilates) respects your privacy. This policy explains how we collect, use, store and share your personal and health information, in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Last updated: October 2026
Who we are
BTS Health Clinic provides physiotherapy, rehab, Clinical Pilates, acupuncture and Traditional Chinese Medicine, and remedial massage at 17 Manning St, Milton QLD 4064 and 10 Trident St, Mansfield QLD 4122. In this policy, "we", "us" and "our" mean BTS Health Clinic and the practitioners who work with us.
What information we collect
- Contact details such as your name, date of birth, address, phone number and email.
- Health information such as your medical history, symptoms, assessment findings, treatment notes, test results and referral letters.
- Funding details such as Medicare, private health fund, NDIS, WorkCover or CTP claim information.
- Emergency contact details, if you choose to provide them.
- Website and communication data such as messages you send us and basic technical information when you use our website.
How we collect it
We collect information directly from you when you book online, complete intake forms, attend an appointment, call, email or message us. With your consent, we may also collect information from other people involved in your care, such as your GP, surgeon or other health practitioners, or from your insurer or funding body.
Why we collect it and how we use it
- To assess, treat and manage your care safely.
- To manage appointments, reminders and payments.
- To process claims with Medicare, your health fund, NDIS, WorkCover or CTP insurers.
- To communicate with other health practitioners involved in your care, with your consent.
- To meet our legal, professional and insurance obligations.
- To improve our services. We will only send you marketing messages with your consent, and you can opt out at any time.
When we share your information
We only share your information for the purposes above, with your consent, or where the law requires or allows it. This may include your referring doctor or other practitioners involved in your care, Medicare, health funds, NDIS, WorkCover or CTP insurers, and service providers who support our clinic, such as our practice management and online booking system (Cliniko) and payment and claiming services (HICAPS). We do not sell your personal information.
Some service providers may store information on servers located outside Australia. Where this happens, we take reasonable steps to ensure your information is protected to a standard consistent with the Australian Privacy Principles.
How we store and protect it
Clinical records are stored electronically in a secure practice management system with restricted, password-protected access. Paper records, if any, are kept securely. We keep health records for the periods required by law, including longer periods for records relating to children, and then destroy or de-identify them securely.
Accessing and correcting your information
You can ask to access or correct the personal information we hold about you. Please contact us in writing. We will respond within a reasonable time, usually within 30 days. In limited circumstances allowed by law we may refuse access, and we will explain why.
Our website
Our website is hosted by Wix and includes embedded Google Maps. These services may use cookies and collect technical information such as your browser type and pages visited. Online bookings are handled by Cliniko, which has its own privacy policy. Please do not send detailed health information through social media messages.
Anonymity
You can make general enquiries without identifying yourself. To provide treatment and process claims, we need to know who you are.
Questions and complaints
If you have a question or a privacy concern, contact our Privacy Officer:
- Privacy Officer: Ellie Lee, Principal Physiotherapist
- Email: btsphysio@gmail.com
- Phone: (07) 3544 8382
We will try to resolve your concern within 30 days. If you are not satisfied, you can contact the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992) or the Office of the Health Ombudsman in Queensland (oho.qld.gov.au, 133 646).
Changes to this policy
We may update this policy from time to time. The current version is always available on this page.