Privacy Policy

About This Policy

This Privacy Policy applies to Filophys Mobile Physiotherapy, operated by Emil Terbio (ABN 39 214 830 759), trading as Filophys ("we", "us", "Emil"). It covers how we collect, use, store, and disclose personal information — including health information — in connection with our physiotherapy services and this website (filophys.com.au).

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a provider of health services, we are also bound by obligations under the APPs relating to sensitive information, including health records.

By using this website or engaging our services, you agree to the collection and use of information as described in this policy.

Information We Collect

We collect personal information that is reasonably necessary to provide physiotherapy services, respond to enquiries, and operate this website. This may include:

• Contact details — name, email address, phone number, suburb
• Health information — medical history, current conditions, medications, injury details, treatment notes, and other information relevant to your physiotherapy care
• Appointment and billing information — appointment history, service type, referral details, private health fund information, workers compensation details where applicable
• Website usage data — IP address, browser type, pages visited, time on site (collected automatically via Elementor and WordPress on our hosting platform)
• Contact form submissions — any information you provide when you submit an enquiry via our website contact form

How We Collect Information

We collect personal information through several channels:

• Directly from you — when you complete a contact form on this website, call or email us, attend a physiotherapy session, or complete intake paperwork
• Via referral — when a GP, specialist, or other health professional refers you to Emil and provides relevant clinical information
• From your health fund or insurer — for billing and claims purposes where applicable
• Automatically via this website — standard web server logs and analytics through our hosting provider (Hostinger) and WordPress/Elementor platform

We do not collect personal information from third parties without your knowledge unless permitted or required by law.

How We Use Your Information

We use your personal information only for the purposes for which it was collected, or for directly related purposes. These include:

• Providing physiotherapy assessment, treatment, and management
• Communicating with you about appointments, treatment plans, and follow-up care
• Processing payments and managing billing with private health funds, workers compensation schemes, or other funding sources
• Coordinating with other treating health professionals (with your consent) to provide continuity of care
• Responding to your enquiries submitted through the website or by other means
• Improving this website and our services
• Complying with our legal and regulatory obligations as a registered health professional

We do not use your personal information for unsolicited marketing, and we do not sell your information to any third party.

Disclosure of Your Information

We may disclose your personal information to third parties only where necessary and permitted by law, including:

• Other treating practitioners — GPs, specialists, or allied health professionals involved in your care, with your knowledge or consent
• Funding bodies — private health insurers, workers compensation schemes, or government agencies where required for billing or claims
• Legal or regulatory authorities — where required by law, court order, or the Australian Health Practitioner Regulation Agency (AHPRA)
• Service providers — technology platforms we use to operate this website and manage communications (see Section 6)

We do not disclose your health information to any party for commercial, advertising, or marketing purposes.

Third-Party Service Providers

This website uses a small number of third-party services to operate. When you interact with this site, some information may be processed by these services:

• Hostinger (hosting provider) — this website is hosted on servers operated by Hostinger. Website data including server logs may be stored on their infrastructure.
• Web3Forms (contact form processor) — when you submit an enquiry through our contact form, your submission is processed by Web3Forms, a US-based service, before being delivered to Emil's inbox. Web3Forms processes only the information you provide in the form and does not retain it for their own purposes. You can review Web3Forms' privacy policy at web3forms.com/privacy.
• WordPress & Elementor (website platform) — this website is built on WordPress using the Elementor page builder. Standard website interaction data may be processed by these platforms.

Health Records and Clinical Information

As a registered physiotherapist, Emil maintains clinical records in accordance with the professional and legal standards applicable to AHPRA-registered health practitioners. These records include assessment findings, treatment notes, and any clinical correspondence relevant to your care.

Clinical records are retained for the minimum periods required by applicable legislation and professional guidelines. For adult patients, health records are generally retained for a minimum of 7 years from the date of last service. For patients who were minors at the time of treatment, records may be retained until the patient turns 25.

Clinical records are stored securely and are accessible only to Emil and, where applicable, authorised parties as described in this policy.

Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Measures include:

• SSL/TLS encryption for all data transmitted through this website
• Password-protected systems for accessing clinical and administrative records
• Limiting access to personal information to Emil and only those parties with a legitimate need

While we take reasonable steps to secure your information, no internet transmission or electronic storage system is completely secure. If you believe your information may have been compromised, please contact us immediately.

Cookies and Website Analytics

This website may use cookies — small data files stored on your device — to support website functionality. We do not use cookies for advertising or cross-site tracking purposes.

Standard server logs collected by our hosting provider (Hostinger) may include your IP address, browser type, and pages visited. This information is used only for website operation and security purposes.

You can disable cookies in your browser settings. Doing so may affect some website functionality.

Your Rights

Under the Australian Privacy Principles, you have the right to:

• Access your personal information — you can request a copy of the personal or health information we hold about you
• Correct your information — if you believe information we hold is inaccurate, out of date, or incomplete, you can request that we correct it
• Know how your information is used — you can ask us how we collect, use, and disclose your personal information
• Make a complaint — if you believe we have handled your personal information in a way that does not comply with the Privacy Act, you can make a complaint to us, and if not resolved, to the Office of the Australian Information Commissioner (OAIC)

To exercise any of these rights, please contact Emil directly using the details in Section 12.

Complaints

If you have a concern or complaint about how we have handled your personal information, please contact us in the first instance. We will respond to your complaint within a reasonable timeframe (generally within 30 days).

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992

For complaints relating to Emil's conduct as a registered health practitioner, you may also contact the Australian Health Practitioner Regulation Agency (AHPRA) at www.ahpra.gov.au.

Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or operating environment. The current version will always be available at filophys.com.au/privacy-policy. The date at the top of this page indicates when the policy was last updated.

Continued use of this website or our services after a change to this policy constitutes your acceptance of the updated policy.