Privacy Policy

LRHG Privacy Policy

 

We are focused to move you towards your best quality of life, and this includes letting you know why we collect your personal information, how we keep it secure, what we use it for and who we share it with.

Who are we?

 

The Life Ready Health Group Pty Ltd ACN 614 921 078 (LRHG) network is committed to ensuring the way it collects, discloses, and handles your personal information is in accordance with the Privacy Act 1988 (Cth) (‘the Privacy Act’). This clinic is part of the LRHG network and each clinic in the LRHG network including Life Ready Mobile is a company wholly or majority owned by LRHG. LRHG is a wholly owned subsidiary of HBF Health Limited ABN 11 126 884 786 (HBF). References “we”, “us” or “our” in this policy refer to this clinic or Life Ready Mobile and LRHG.  

 

This policy applies to LRHG and outlines our approach to managing the personal information of clients or patients and stakeholders. This policy may be reviewed and updated from time to time, and we encourage you to visit our website at any time to view the latest version.  

 

This is a compliance document prescribed by law, rather than a legal contract. However, certain contracts may incorporate all or part of this policy. By using our website or accepting our terms and conditions, you are agreeing to the terms of this policy. 

 

What is the purpose of our privacy policy?  

 

Your privacy is important to us.  

 

We are required to comply with the Privacy Act, which includes the Australian Privacy Principles. We are subject to State and Territory legislation when we deal with health information.  

 

We may use privacy notices or “collection statements”, which tell you more about how we handle your personal information during your interactions with us. Privacy notices and collection statements should always be read or listened to carefully, as we may seek your consent to certain uses or disclosures of your personal information that are described in these privacy notices or collection statements.  

 

What is included in our privacy policy?  

 

This policy complies with the Australian Privacy Principles and addresses how we manage personal information. It covers the following:  

• collection of your personal information  

• use of your personal information  

• disclosure of your personal information  

• accessing and correcting your personal information  

• how we store and secure your personal information  

• how to lodge a privacy complaint.  

 

Who does our privacy policy apply to?  

 

Our policy applies to anyone whose personal information we collect, including the following individuals:  

• current and past clients/patients  

• prospective clients/patients (for example, those to whom we provide quotes and people who visit our website)  

• patients and participants accessing health and wellness services such wellness workshops, health checks and chronic disease management programs  

• health service providers (in relation to their agreements with us)  

• current and former employees  

• individuals who provide their personal information for the purposes of applying for employment or with respect to the opportunity to supply goods or services  

• other individuals including authorised representatives, service providers, contractors, and volunteers.  

 

Collection of your personal information 

 

What is personal information?  

 

“Personal information” is defined in the Privacy Act as information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not, or is recorded in a material form or not. It includes, but is not limited to, information such as your name, age, gender, address, contact details and sensitive information.  

Sensitive information includes, but is not limited to, health information, genetic information, and some biometric information. Given the types of services we provide, we collect information necessary to treat you which may include health or medical information. We will attempt to limit the collection of sensitive information we collect from you. We will not collect sensitive information from you without your consent. 

 

What type of personal information do we collect?  

 

The type of personal information we collect about you depends on your relationship with us, for example whether you are a clinic / mobile patient or only utilising some of our other products or services.  

Some of the personal information we may collect from or about you include:  

• identifying information such as your name, gender, and date of birth  

• contact information such as your home address, home and mobile phone numbers, email address, and in some cases your work contact details or other details of your employment  

• private health insurance information 

• government-issued identifiers including Medicare, Tax file, Drivers Licence, and Pension Concession numbers  

• financial information, such as bank account details  

• information pertaining to workers compensation, motor vehicle or other accident claim 

• detail of the treatments and services provided to you by practitioners  

• information that you provide to practitioners in communication with them relating to the treatments and services provided 

• sensitive information, including information about your health, health services provided to you  

• information about your activities, including lifestyle interests, diet, exercise, and health related information  

• information about involvement in other programs you may participate in  

• information about your usage of our website or any other online presence.  

 

How and when do we collect personal information?  

 

We only collect personal information that is necessary for what we do. We will collect personal information directly from you where possible. However, there may be times where we collect personal information about you from other sources. 

 

We may collect personal information from you at various times, including:  

• when you contact us in person, by phone, mail, email or online  

• when you visit a clinic  

• when we visit you to provide our products or services 

• when you visit our website or subscribe to our social media channels 

• when you participate in a health, corporate or wellness service, surveys and questionnaires concerning our staff or your experience with us  

• when you provide relevant medical information necessary to allow us to treat you as a patient 

• where we engage with you via video consultation (your IP address, profile and contact details on the selected online portal) or photography/videography in conjunction with provision of services  

• from other healthcare providers who may have previously treated you (for example where you request that we obtain your record from another practitioner who previously provided you with treatment) 

• when you apply for employment with us, or engaged by us as an employee, contractor, or sole trader 

 

Information collected from third parties  

 

We may collect your personal information from a person authorised to provide us with your personal information on your behalf, or from an agency or organisation on whose behalf we are providing you with services or products. 

 

We may also collect information about you from other sources, such as from:  

• a third party including a hospital, dentist or optometrist or other health service providers who may have treated you  

• a person or organisation who has facilitated or paid for your insurance cover  

• a service provider engaged by us or a third party who partners with us to assist in providing goods or services or administering our business  

• CCTV cameras that are in operation at our premises (not where treatment is undertaken) 

• our use of transcription services to facilitate clinical recordkeeping  

 

We also obtain information from other sources, including where:  

• we provide products and services on behalf of or in conjunction with others, including business partners  

• we need information from third parties relating to a product or service we provide to you, or relating to a health insurance claim  

• we need information to prevent or minimise the risk of fraud  

 

Information collected from our website and applications  

 

We collect information about how you use our website and applications for the purposes of analytics, marketing, and site performance measurement. This allows us to enhance our member experience, our products and services and online functionalities.

  

This information also enables us, LRHG and HBF to tailor marketing to you, based upon your demographic information or website and the information you input. This information is accessed using cookies, if the privacy settings you have chosen on your device accept them.  

 

Where you use our websites to identify a map location, for example to locate a clinic, you use the Google Maps API and are agreeing to the terms of the Google Privacy Policy.  

 

For more information, please refer to any terms of use located on our website which applies to both the website and any applicable applications.  

 

Unsolicited personal information 

 

Unsolicited personal information is personal information received by us where we did not request it and includes information sent to us intentionally or by mistake. If we receive unsolicited personal information, we will decide within a reasonable time as to whether the personal information would be reasonably necessary for one or more of our associated functions or activities. If this is the case, we will notify you of the collection and retention of the information in accordance with the Privacy Act and obtain consent if required.  

 

What if you choose not to provide personal information? 

 

You have the option of remaining anonymous or using a pseudonym when dealing with us unless we are required or authorised under law to obtain your identity or if it would be impracticable to deal with you. 

 

If you choose to remain anonymous and do not provide your personal information, it may be impracticable to: 

• provide you with information or the product or service you have requested or enquired about  

• accept your patient documentation 

• accept your goods, services or conduct business with you or your employer. 

You may choose to remain anonymous when submitting a complaint, but not when submitting a specific complaint. We will advise you if your decision to withhold your identity prohibits us from processing your patient application or requested service. 

 

Use of your personal information 

 

How do we use your information? 

 

How we use the personal information we collect about you depends on your relationship with us or the purpose for which we collect the information. We only use your information for the purpose it was collected, or for a related purpose.  

 

We may disclose your personal information or health information between clinics that form part of the LRHG network. For example:

 

• where you have provided consent to transfer your patient/client file to another clinic  

We may also use your personal or health information to conduct surveys, assess your suitability for, and contact you about, products and services which may be of benefit to you.  

 

We may also use your information if required or permitted by law, for any other purposes set out in a collection statement or for which you have consented. When we collect your personal information, we may use this to: 

• arrange appointments with practitioners and maintain records of treatments and services provided to you 

• perform our business activities and functions 

• provide best possible quality of patient care and customer service 

• send communications requested by you 

• assist with queries made by you by telephone, in writing or electronically 

• answer enquiries and provide information or advice about existing and new treatments or services 

• manage our ongoing relationship with you 

• conduct market research, marketing campaigns, target marketing and feedback campaigns to improve the effectiveness of marketing campaigns and the products and services we offer 

• contact you (via mail, email, phone, or SMS) in relation to products or services we think may be of interest to you, including the products or services of our related bodies corporate (including HBF) and third parties 

• assess the performance of the website and to improve the operation of the website 

• conduct business processing functions including providing personal information to LRHG, HBF or third-party service providers 

• for the administrative, marketing (including direct marketing), planning, treatment or service development, quality control and research purposes of LRHG, related bodies corporate (Including HBF) or third-party service providers 

• process private health insurance claims and Medicare claims 

• update our records and keep your contact details up to date 

• manage and resolve any legal matters, complaints, or issues 

• comply with our legal and regulatory obligations 

• for planning and evaluation of accreditation activities 

• for credit verification purposes, transactions, fraud, and credit worthiness 

• for billing purposes (including debt collection) 

• to provide patient support 

• to understand your preferences generally better and how to meet your needs now and in the future 

• to assess and potentially employ staff (please note that information of applicants may be retained regardless of whether successful in gaining employment or not) 

• to facilitate and respond to general enquiries from practitioners about opportunities to enter into commercial arrangements with us (including the terms applying to the provision of services and facilities by us to practitioners). 

 

Cookies  

 

Our website uses cookies, tracking pixels and related technologies. Cookies are small data files that are served by our platform and stored on your device. 

 

Our site uses cookies dropped by us or third parties for a variety of purposes including to operate and personalise the website. Also, cookies may also be used to track how you use the site to target ads to you on other websites. 

 

In addition, cookies used by this site may also be used for: 

• recording preferences that you specify on our websites; 

• providing general visitor and customer analytics for internal reference; 

• conducting research to improve our content, products, and online services; 

• assisting with direct marketing, should you opt-in for this service; and 

• supporting security measures, such as requiring you to re-login to a site after your account has been inactive for a period of time. 

 

If you do not wish to receive cookies you may disable these in your web browser, however, please note that doing so may affect how our website functions. See the ‘Help’ section of your web browser for more information on changing your cookie preferences. 

We may log IP addresses (that is, the electronic addresses of computers connected to the internet) to analyse trends, administer the website, provide relevant content to users, monitor fraudulent activity, and gather broad demographic information 

 

Information from prospective, current, and former employees 

 

Where you are a prospective employee, we will use your personal information to consider you for the role for which you have applied and may retain your personal information for consideration for future employment, unless you advise us not to. If you are a current or former employee, your personal information will be collected, used, disclosed, and retained for purposes related to your employment or otherwise in accordance with law. 

 

Direct marketing and opting out 

 

We, LRHG, may use your personal information, including your telephone number, address and your email or other electronic addresses, to provide marketing communications as: 

• indicated in any Collection Statement provided to you as part of your relationship with us; 

• otherwise set out in this policy, or 

• permitted by law. 

 

Communications may be provided on an ongoing basis by telephone, electronic messages, online via our website, social media and mobile applications, or other means. We may imply your consent to receive these communications from our existing business relationship or in some circumstances where you or your representative has provided us with your details. If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so. 

 

At any time, you may opt-out of receiving marketing communications from us by using the “unsubscribe” facility included in the email or by contacting us at info@lifereadyphysio.com.au or in writing at GPO Box C101, Perth WA 6839 and we will then ensure that your name is removed from our mailing list. Unless you opt-out of receiving marketing communications from us, you consent to us using your personal information for direct marketing purposes. 

 

We do not provide your personal information to other organisations for the purposes of their direct marketing. 

 

We comply with the Do Not Call Register Act 2006 (Cth) when conducting telephone marketing research. 

 

Disclosure of your personal information 

 

Why do we disclose your personal information? 

 

We may however disclose personal information where reasonably required for the purposes of conducting our business or if otherwise required or permitted under law. For example, we may need to disclose personal information to other people or organisations who assist us to provide you with products and services. This includes our service providers, agents, contractors, and business partners.  

 

In order to deliver services and products, we may need to disclose your personal information for the purpose of: 

• assisting you to ascertain if our product or service is adequate for your current and foreseeable future needs 

• offering or providing ancillary services, patient surveys, health management programs and services which may be of benefit to you 

• ensuring our records are consistent and accurate  

• improving your wellbeing, your opportunities, and/or the value you get from us. 

Our collection statement may provide further details about the purposes for which we disclose personal information.  

 

To whom do we disclose personal information? 

 

In general, the following include the parties to whom we may disclose personal information: 

• our practitioners, including those directly involved in your treatment, agents, and service providers 

• our professional advisors 

• hospitals, general practitioners (GPs) and other health practitioners 

• potential or actual buyers of our assets or business 

• payment system operators and financial institutions 

• your agents and advisors or other persons authorised by, or responsible for, you 

• government agencies 

• businesses or subsidiaries within the LRHG network, HBF or other partners to improve your opportunities or improve your wellbeing 

• service providers engaged by us or acting on our behalf to provide software or other IT services 

• service providers engaged by us or acting on our behalf to assist us to develop and implement software and services, including updates to our website   

• to LRHG, and to HBF, to manage and resolve any legal matters, complaints or issues relating to this policy 

• other parties to whom we are authorised or required by law to disclose information. 

 

We may also disclose limited personal information to market research companies to gather independent feedback from you about our performance. 

 

Disclosure of your personal information to overseas recipients 

 

We may disclose your personal information to third party service and content providers that we engage to help us provide and manage our services including to process payments, website hosting service providers, data cloud services, electronic communication providers and data analysis. We take reasonable steps that your personal information is only used for the services/purposes we require. 

 

Third party service and content providers may be located or store information in a range of countries outside of Australia. We require that these service and content providers comply with relevant Australian privacy laws and do not use the personal information which we provide to them for any purpose other than the specific services they are providing to you and/or us.  

 

Where the Privacy Act permits it, some of the recipients to whom we disclose your Personal Information may be based overseas. It is not reasonably practicable to list every country in which such recipients are located but it is likely that such countries will include the United States, United Kingdom, Ireland, Denmark, Germany, Netherlands, New Zealand, India, Philippines, Thailand, Singapore, Japan, and China. 

 

Access and updating personal information 

 

You have the right to access the personal information we hold about you. You can also request we correct any personal information we hold about you. You will need to provide adequate identification to view or request that we make changes to your personal information.  

 

We will respond to your access request as quickly as possible, and we will provide you with a written or emailed verified copy or details of your personal information that we hold. Depending on the nature of your request, and the accessibility of the information (for example, information may be archived), we will aim to respond within thirty days but may be able to respond sooner than this. 

 

In limited circumstances, we may refuse you access to your personal information. If this occurs, we will write to you to explain our reasons. Your request might be denied because: 

• your personal information has been archived, destroyed or de-identified and is no longer accessible 

• providing access will pose a threat to the life or health of someone  

• providing access would have an unreasonable impact on another person’s privacy 

• the information relates to anticipated or existing legal proceedings 

• giving access would be unlawful. 

 

If you request that we correct any personal information that we hold about you which you consider to be incorrect, incomplete, or inaccurate, we will correct the information. In limited circumstances, we may refuse to correct your personal information. If this occurs, we will write to you to explain our reasons.  

 

If you would like access, delete, or correct any records of personal information we have about you, you are able to access, update and delete that information (subject to the above) online in your own account, or by contacting info@lifereadyphysio.com.au or write to us GPO Box C101, Perth WA 6839. We reserve the right to charge a fee for searching for and providing access to your information.

 

How we store and secure information 

 

We take reasonable care to prevent unauthorised access, modification, disclosure, interference, misuse, and loss of your personal information, and to protect the security of your personal information when transmitted over the internet. 

 

We have a range of security controls and policies in place designed to protect your personal information, which include: 

• employee training on privacy and security of information 

• confidentiality requirements for employees, other representatives and third parties 

• system security with strictly privileged and role specific access to electronic files. This system includes firewalls, intrusion detection systems and virus scanning software to protect your information from unauthorised access 

• building security including access passes and alarm systems to prevent unauthorised access to our buildings  

• identification procedures which are applied prior to disclosure of information  

• contractual safeguards with the organisations to which your personal information is disclosed, and 

• policies on document and information security.  

 

Links 

 

Our website may contain links to other websites operated by third parties. We make no representations or warranties in relation to the privacy practices of any third-party website, and we are not responsible for the privacy policies or the content of any third-party website. Third party websites are responsible for informing you about their own privacy practices. We encourage you to read the privacy policies of any website you encounter to learn more about the privacy practices of that website. 

 

Inappropriate or inadvertent handling of your personal information 

 

If we become aware that your personal information has been disclosed or used inappropriately, or there are concerns regarding the security of your personal information and we are unable to otherwise rectify the issue, we may contact you to inform you and to work with you to minimise or mitigate the consequences of the issue and advise you of any steps you could take to lower any risk of potential harm to you. 

 

Lodging a privacy complaint 

 

We have established a complaints management and escalation process and treat complaints very seriously, considering and dealing with each complaint on a case-by-case basis to completion. If our team member is unable to satisfy your complaint, the matter will, upon request, be escalated and you will be advised of the outcome. 

 

If you wish to raise a complaint with us in regard to the way that we have handled your personal information or otherwise have any concerns, please contact us at info@lifereadyphysio.com.au   or call the relevant Clinic. 

 

Alternatively, if you have a complaint about how your personal information has been handled, you may also write to the HBF Privacy Officer at: 

 

Group Privacy Officer
HBF Health Limited
GPO Box C101, Perth WA 6839 

 

 

If you are not satisfied with the resolution of your complaint you are entitled to contact the Office of the Australian Information Commissioner by mail, email, or telephone on: 

 

GPO Box 5218, Sydney NSW 2001 

 

Phone toll free: 1300 363 992 

 

TTY: 133 677 then ask for 1300 363 992 

 

Email: enquiries@oaic.gov.au 

 

Web: www.oaic.gov.au 

 

 

Updated: Dec 2025