Privacy Policy
Last updated: 5 November 2026
Aurum Physiotherapy respects your privacy. This policy explains how personal information is handled when you contact us, use our website, book an appointment or receive care at our Casula clinic.
Who we are
Aurum Physiotherapy is located at Unit 4/605 Hume Highway, Casula NSW 2170. For privacy enquiries, contact our Practice Manager at admin@aurumphysiotherapy.com.au or 0402 832 329.
Information we collect
We collect information reasonably necessary to respond to enquiries, manage appointments and provide healthcare. Depending on your interaction with us, this may include:
- Your name, contact details, date of birth and emergency contact details.
- Information you provide in our enquiry form, including the service requested and your message.
- Relevant health history, symptoms, assessments, treatment notes, referrals and other information needed for your care.
- Billing, health fund, Medicare or insurer details where relevant to your appointment or claim.
- Technical information about website visits, such as pages viewed, browser information and security logs.
Please avoid sending detailed or sensitive medical information through the general website enquiry form. Contact the clinic to discuss an appropriate way to provide it.
How information is collected
We generally collect information directly from you when you enquire, book, complete a form or attend an appointment. Where appropriate and with your consent, or where permitted by law, we may also receive relevant information from a parent or guardian, referring practitioner, another treating provider or an insurer.
You can ask general questions anonymously or using a pseudonym where practicable. We may need to identify you to book an appointment, provide safe care, maintain clinical records or process a claim. If necessary information is not provided, we may be unable to offer some services.
How information is used and shared
Information is used to respond to your requests, arrange appointments, assess and treat you, communicate about your care, manage payments and claims, and meet professional and legal obligations.
Relevant information may be shared with staff involved in your care or administration, treating or referring practitioners, insurers or funding bodies involved in an authorised claim, and service providers supporting our booking, communications, records and website systems. Sharing is limited to what is necessary and supported by consent or another lawful basis. Information may also be disclosed where required or authorised by law, including in certain emergencies.
Consent to treatment and any optional marketing communications are separate matters. Contact the clinic if you wish to change your communication preferences.
Online bookings and other websites
Our website links to Halaxy for online bookings. Information you enter there is handled through that platform and its privacy arrangements, as well as by the clinic for your appointment. Please read the privacy information provided by Halaxy before submitting sensitive information.
Links to social media, maps and other external services take you to independently operated websites. Their privacy policies apply to information collected by those services.
Cookies and website statistics
Our WordPress website uses technical features to support functionality and security. Website statistics are collected through Burst Statistics to help understand how visitors use the site. Cookies or similar technologies may be used by website features and third-party content you choose to access.
You can manage cookies through your browser settings and any cookie choices offered on the website. Restricting cookies may affect some features. External services may collect information under their own privacy policies.
Storage, security and retention
Personal information may be held in electronic systems and, where applicable, paper records. Reasonable safeguards are required to protect it from misuse, loss and unauthorised access, modification or disclosure. Internet and email communications cannot be guaranteed to be completely secure.
Health records are retained for the periods required by applicable NSW law and professional obligations. Other information is retained for its purpose and any applicable legal requirements, then securely destroyed or de-identified when no longer required and lawful to do so.
Overseas service providers
Technology providers may use infrastructure or support staff outside Australia. The location and handling of information depend on the particular service. Contact our Practice Manager for information about the providers and locations relevant to your records, and review the privacy information of external platforms you use. Any overseas disclosure must be handled in accordance with applicable privacy requirements.
Access and correction
You may request access to personal information we hold about you or ask for inaccurate information to be corrected. Contact our Practice Manager using the details above and describe your request. We may need to verify your identity. Requests will be considered within a reasonable period, subject to lawful exceptions. If access or correction is refused, we will explain the reason and available complaint options. There is no charge to request a correction; any lawful access charges will be explained in advance.
Questions and complaints
If you have a privacy concern, please contact our Practice Manager with the details so we can investigate and respond. If you are not satisfied with our response, or have not received a response within a reasonable time, you can contact the Office of the Australian Information Commissioner or the Information and Privacy Commission NSW, as appropriate.
Changes to this policy
This policy may be updated to reflect changes to services, systems or legal requirements. The current version will be available on this page with its update date. You can request a copy from the clinic.