Privacy Policy

Our Latest Privacy Policy 


Privacy Policy


Health Next Door Pty Ltd T/A Health Next Door (ABN 62 658 658 569) (we, us, or our) recognises the value of protecting the personal information of you and your Dependents. The physiotherapy and related services we provide to you or your Dependent (the “Services”) and other interactions with you or your Dependent are described in this Privacy Policy, which outlines our commitment to protecting the privacy of personal information provided to us or otherwise collected by us.
The term “Dependent” in this privacy statement refers to your child or another minor in your care.

The information we collect

Personal information: Information or an opinion about a person who is identified or reasonably identifiable that is recorded in a material form, whether true or false, is considered personal information.

We may gather the following types of personal data about you (and your Dependent):

  • Identity Data  includes your National Disability Insurance Scheme (NDIS) plan number, your reference number, your first and last names, your job title, your gender, your date of birth, your pronouns, and pictures of you or your dependent.
  • Contact Data including the billing address, physical address, email, and phone numbers.
  • Financial Data including bank account and debit/credit card numbers (through our third party payment processor).
  • Transaction Data including information about payments we make to you and that you make to us, as well as other specifics about the goods and services you have bought from us or that we have bought from you.
  • Technical and Usage Data including your IP address, login information, geolocation information from your browser session, device and network information, statistics on page views and sessions, acquisition sources, search terms, and browsing patterns, as well as information about how you access and use our website (including use of internet cookies), the type of browser you are using, the type of operating system you are using and the domain name of your Internet service provider.
  • Profile Data including information about your communication preferences and preferences for receiving marketing from us and our third parties.
  • Interaction Data including information you provide to us when you participate in any interactive features of our Services, including surveys, contests, promotions, activities or events.
  • Marketing and Communications Data including your communication preferences and preferences for receiving marketing from us and our third parties.
  • Professional data including where you are an employee of ours or are applying for a position with us, as well as your professional history, including previous positions and experience.
  • Sensitive information is a subset of personal information known as sensitive information is protected to a higher degree. Sensitive information includes details about your racial or ethnic origin, political views, religion, affiliation with a trade union or other professional organisation, philosophical beliefs, sexual preferences, criminal history, health information, or biometric data. Sensitive information that we gather includes your or your dependent’s health information, including specifics about their medical history and current condition, as well as their NDIS plans and any other support plans you give us.

Any additional sensitive information that you choose to share with us may be collected in the course of providing our Services to you or your Dependent. We won’t gather sensitive information about you or your Dependent without first getting your permission, unless doing so is allowed by law.

How we collect personal information

We gather personal data in a variety of ways, such as:

  • Directly: We only have access to personal data that you voluntarily give us, such as through our website’s “contact us” form or when you get in touch with us by phone, email, or in person and request assistance.
  • Indirectly: When you interact with us, such as when you use our website, send us emails, call us, or submit an online enquiry, we may collect personal information that you indirectly give us.
  • From third parties: We obtain personal information from third parties, such as information about how you use our website, from companies that provide analytics, cookies, and marketing services. For more information on how cookies are used, see the “Cookies” section below. We may also obtain personal information about you from other healthcare professionals, such as your support coordinator and/or guardian, with your permission.

Why we collect, hold, use and disclose personal information

The purposes for which we intend to collect, hold, use, and disclose your personal information are described below.

Purpose of use / disclosure
Type of Personal Information
To determine whether to accept you as a new client, to determine your needs and  whether we can provide you with our services.
  • Identity Data
  • Contact Data
To offer you our services, which may include scheduling appointments and giving you individualised services.
  • Identity Data
  • Contact Data
  • Sensitive Information
To reach out to you and communicate with you about our services, including in response to any support requests or other enquiries you make with us.
  • Identity Data
  • Contact Data
  • Profile Data
To communicate with you regarding any enquiries you submit to us via our website.
  • Identity Data
  • Contact Data
For use in internal record-keeping, administration, billing, and invoicing.
  • Identity Data
  • Contact Data
  • Financial Data
  • Transaction Data
For business development, analytics, and market research, as well as to run and enhance our services, related third-party software, and related social media platforms.
  • Profile Data
  • Technical and Usage Data
For marketing and advertising purposes, including sending you information about our events and experiences as well as articles we believe may be of interest to you.
  • Identity Data
  • Contact Data
  • Technical and Usage Data
  • Profile Data
  • Marketing and Communications Data
To run campaigns, contests, and/or provide you with more benefits.
  • Identity Data
  • Contact Data
  • Profile Data
  • Interaction Data
  • Marketing and Communications Data
To take into consideration your employment application if you've applied with us.
  • Identity Data
  • Contact Data
  • Professional Data
In order to uphold our legal obligations, or if another legal requirement or authorisation exists, such as in the case of record retention.
  • Any relevant Personal Information
We only collect, hold, use, and disclose sensitive information for the following purposes: any purposes to which you consent; the primary purpose for which it is collected including our provision of our Services to you or you Dependent; secondary purposes that are directly related to the primary purpose for which it was collected, including disclosure to the below listed third parties as reasonably necessary to provide our Services to you or your Dependent; where we reasonably believe there is a serious risk to your life, health, or safety or the safety of another person, and it is impractical for us to obtain your consent to contact emergency services, speak with your family, partner, or support person; and if otherwise required or authorised by law, including for record retention.
  • Sensitive Information



Our disclosures of personal information to third parties

We may disclose personal information to:

  • our employees, contractors and/or affiliated organisations;
  • providers of IT services, data storage, web hosting, and servers;
  • providers of marketing or advertising;
  • professionals in the fields of advice, banking, auditing, insurance, and our insurers;
  • operators of payment systems;
  • our agents, business partners, whether present or potential;
  • any sponsors or promoters of contests or promotions we run;
  • anyone to whom our operations or assets, in whole or in part, are or may be (in good faith) be, transferred;
  • courts, tribunals, and regulatory agencies if you fail to pay for the products or services we provided you;
  • to establish, exercise, or defend our legal rights; to courts, tribunals, regulatory authorities, and law enforcement officials as required or authorised by law; in connection with any ongoing or upcoming legal proceedings;
  • third parties to gather and process data, such as Meta Pixel, Google Analytics, or other relevant analytics companies (for more information on how Google uses data when you use third party websites or applications, please visit or any other URL Google may use from time to time);
  • third parties you have authorised; and
  • anyone else who is a third party as defined by the law, such as when we receive a subpoena.

Google Analytics: We may have enabled Google Analytics’ advertising features, such as remarketing, advertising reporting, demographics and interest reports, and impression reporting on Google Display Network. Together, first-party cookies (like the Google Analytics cookie) and other first-party identifiers, as well as third-party cookies (like the Google advertising cookies) and other third-party identifiers, may be used by us and third-party vendors.

Using a Google Analytics Opt-out Browser Add-on, which is available here, you can opt-out of Google Analytics’ advertising features usage. Visit Google’s Ads Preferences Manager here to choose not to receive personalised ads on the Google content network or if you wish to opt-out permanently even when all cookies are deleted from your browser you can install their plugin here. Please follow these instructions for your mobile device to opt out of interest-based advertising: Open the Google Settings app on your Android device, then choose “ads” to access the settings. Apple’s advertising identifier should be used on iOS devices running iOS 6 or later. Go to your device’s settings to learn more about how to restrict ad tracking using this identifier.

Overseas disclosure

While we store personal information in Australia and share it with the aforementioned third parties, it is possible for them to transfer, store, or access personal information outside of Australia. Your personal information will only be shared outside of Australia in accordance with the Australian Privacy Principles.

Your rights and controlling your personal information

Your choice: Please carefully read this privacy statement. If you provide personal information to us, you acknowledge that we will do so in accordance with this Privacy Policy in terms of gathering, storing, using, and disclosing that information. While it is entirely optional for you to give us personal information, not doing so may limit our ability to provide our Services to you and your use of our Services.

Information from third parties: If a third party gives us personal information about you, we will protect it in accordance with this Privacy Policy. If you are a third party giving us personal information about someone else, you warrant and represent that you have that person’s permission to do so.

Anonymity: Where practical, we will give you the choice to deal with us under a pseudonym or without disclosing your identity.

Restrict and unsubscribe: Please get in touch with us using the information below, or opt out using the opt out options offered in the communication, if you want to object to processing for direct marketing, unsubscribe from our email database, or stop receiving communications (including marketing communications).

Access: You have the right to request access to personal data we have on you. Such information may be provided for a small administrative fee. Please be aware that in some circumstances, we may be able to legally deny access to your personal information. If we are unable to grant access to your information, we will notify you as soon as it is practical, explain our reasons for doing so, and outline any available channels for making a complaint about the decision. We will take reasonable steps to grant you access to your information if we can do so in another form while still meeting your needs.

Correction: Please get in touch with us using the information below if you think any information we have on you is unreliable, outdated, incomplete, irrelevant, or misleading. Any information that is discovered to be unreliable, outdated, incomplete, irrelevant, or deceptive will be promptly corrected by us in a reasonable manner. Please be aware that in some situations we may be able to legally refuse to correct your personal information. If we are unable to correct your information, we will let you know as soon as it is practical, explain why, and provide you with mechanisms available to complain about the refusal.

Complaints: If you have a complaint, please get in touch with us using the information listed below and with full details of the complaint. We will promptly look into your complaint, then get back to you in writing with the findings of our enquiry and the actions we will take in response. You also have the option to get in touch with the Office of the Australian Information Commissioner if you are unsatisfactory with our response.

Storage and security

We are dedicated to protecting the security of the personal data we gather. We have appropriate physical, electronic, and managerial safeguards in place to safeguard and secure personal information and protect it from misuse, interference, loss, and unauthorised access, modification, and disclosure. This prevents unauthorised access or disclosure.

Despite our dedication to security, we cannot ensure the security of any information sent to or received by us via the Internet. Information is exchanged and transmitted at the user’s own risk.


Cookies may occasionally be used on our website. Cookies are text files that your browser stores on your computer to keep track of your preferences. Your email address or any other personally identifiable information cannot be determined from cookies alone. They do, however, recognise you when you return to visit our website and permit outside parties—like Google and Facebook—to have our advertisements show up in your social media and online media feeds as part of our retargeting campaigns. If and when you choose to provide personal information to our online website, this information may be linked to the information stored in the cookie.

By turning on the setting in your browser that enables you to refuse the setting of all or specific cookies, you can block cookies. In the case that all cookies (including essential cookies) are blocked in your browser settings, you may not be able to access all parts of our website.

Links to other websites

Links to other websites may be found on our website. These websites are not under our control, and we are not liable for maintaining the security and privacy of any personal data you enter while visiting them. These websites are not subject to this Privacy Statement.


This privacy policy may be changed at any time and at our discretion by posting the revised privacy policy on our website. To make sure you are aware of our most recent Privacy Policy, we advise you to frequently check our website.

For any questions or notices, please contact our Privacy Officer at:

Health Next Door Pty Ltd T/A Health Next Door (ABN 62 658 658 569)


Last update: 16 January 2023

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