Privacy policy

Last updated: June 2026

Our commitment

PACT Physio & Rehab, part of PACT Health, is committed to protecting your privacy. We handle your personal and health information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and the NSW Health Records and Information Privacy Act 2002.

What we collect

To care for you safely we may collect:

• Your name, date of birth and contact details
• Your Medicare, private health fund or claim details
• Your employer, insurer and case manager details for a workers compensation or CTP claim
• Your relevant health and medical history
• Details of your assessment and treatment with us

We only collect what we reasonably need to provide your care.

How we collect it

Usually directly from you, in person, by phone, by email or through our online booking. With your consent we may also receive information from your doctor or referrer, and from your insurer and case manager when you have a compensable claim.

How we use it

To assess and treat you, plan and manage your care, communicate with your GP and other treating practitioners, manage and report on workers compensation or CTP claims, send appointment reminders, process payments, and meet our legal and professional obligations. We do not sell your information.

When we share it

We share your information only as needed to provide your care, or where the law requires it. For a compensable claim this can include your insurer, case manager and, for return to work planning, your employer, with your consent. We may also disclose information where required by law or to prevent a serious threat to someone's health or safety. We do not disclose your information for marketing without your consent.

Storage and security

Your records are held in our secure practice management system and protected by reasonable physical, technical and administrative measures. Health records are kept for as long as the law requires, generally at least 7 years from your last visit, or for a patient under 18, until they turn 25. Where we use trusted software providers to store records, we take reasonable steps to ensure your information is held securely.

Our AI phone assistant

When you call the clinic your call is answered by an automated AI assistant. It tells you so at the start of every call, before it collects anything. The assistant can answer general questions, take a message and book an appointment. It cannot give clinical advice, and it has no access to your patient records.

Calls are recorded and transcribed so the team receives an accurate message. If you would rather not be recorded, you can email us or book online instead, and the assistant will tell you that at the start of the call. To make a booking it collects only your name, date of birth, email address and mobile number.

A human reviews every message and booking the assistant takes. The assistant does not make decisions about your care or your treatment.

Information sent overseas

Some of the services we rely on process information outside Australia, and we remain accountable for your information when they do. We take reasonable steps to make sure it is handled properly, and we keep what is sent overseas to the minimum needed.

The two that apply to most people are our AI phone assistant, whose voice and language processing happens overseas, and our fax service, which receives faxes sent to the clinic. Our practice management system and your clinical records are hosted in Australia.

If you would prefer not to have your information processed overseas, contact us and we will tell you which alternatives are available, such as email, online booking or speaking to us in person.

Access and correction

You can ask to see the personal information we hold about you, and ask us to correct it if it is wrong or out of date. Contact us and we will help. In some cases a reasonable cost or a short processing time may apply.

Concerns or complaints

If you are concerned about how we have handled your information, please tell us first so we can put it right. You can also contact the Office of the Australian Information Commissioner at oaic.gov.au.