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Privacy Policy

Flourish Health is committed to protecting your privacy and ensuring your personal information is handled safely, securely, and in line with Australian laws. This policy explains how we collect, use, store, and disclose your personal information when delivering our allied health services. We follow the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth).


A copy of the Principles is available from the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

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What is Personal Information and why do we collect it?

 

Personal Information refers to information or an opinion that can identify an individual.

Examples include:

  • Name, date of birth, address, and contact details

  • Email addresses and phone numbers

  • Emergency contact information

  • NDIS details (e.g., participant number, plan dates, goals)

  • Information provided via referrals, forms, email, phone, or your support network

  • Information collected through our website (cookies, enquiry forms)

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We collect Personal Information for the primary purpose of:

  • Providing clinical and administrative services

  • Coordinating care with support coordinators, family members, and other providers

  • Communicating with you about appointments, reports, and service changes

  • Managing billing, invoicing, compliance, and service agreements

  • Improving our services and client experience

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We may also use your information for closely related secondary purposes where you would reasonably expect this (e.g., follow-ups, quality assurance). You may unsubscribe from marketing or updates at any time by contacting us at: admin@flourishhealth.com.au

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Sensitive Information

 

Under the Privacy Act, Sensitive Information includes information about:

  • Health conditions, assessments, reports, clinical notes

  • Racial or ethnic origin

  • Religious or philosophical beliefs

  • Criminal history

  • Disability-related information

  • Behavioural or psychosocial information

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We only collect Sensitive Information:

  • When necessary to deliver our services

  • With your consent

  • When required or authorised by law

  • For safety or duty-of-care reasons where appropriate

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Collecting Information from Third Parties

 

Where practical, we collect information directly from you. However, we may also receive information from others, including:

  • Support coordinators

  • Family members or carers

  • General practitioners or specialists

  • NDIS planners, plan managers, or LACs

  • Hospitals, schools, or other service providers

 

When we receive information from a third party, we take reasonable steps to make you aware of what has been provided.

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Disclosure of Personal Information

 

We may disclose your Personal Information in the following circumstances:

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With your consent: For example: sharing progress notes with your Support Coordinator, GP, or family member.

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As required or authorised by law: Including subpoenas, legal requests, mandatory reporting, or NDIS Quality & Safeguards obligations.

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To service providers or contractors supporting our operations: This may include clinicians, administrative contractors, IT providers, practice software, email hosting (e.g Google Workspace), and secure document platforms.

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Within Flourish Health: So our team can deliver consistent, coordinated care.

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We do not sell or trade your personal information.

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Security of Personal Information

 

We take reasonable steps to protect your information from:

  • Misuse

  • Interference or loss

  • Unauthorised access

  • Modification or disclosure

 

Your information is stored securely in electronic client management systems and a protected server environment.

When your information is no longer required, we will destroy or de-identify it.
Clinical records are retained for a minimum of 7 years, or longer for minors as required by law.

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Access and Correction

 

You may request access to the personal information we hold about you and request corrections if it is inaccurate or outdated.

Requests must be made in writing to: admin@flourishhealth.com.au

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We will respond within a reasonable timeframe. There is no fee for making a request, though administrative fees may apply for providing physical copies. For your protection, we may require identification before releasing information.

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Maintaining Data Accuracy

 

We make reasonable efforts to ensure your information is accurate, complete, and up to date. Please notify us at any time if your details change (e.g., address, support coordinator, GP, phone number, NDIS plan).

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Website, Cookies & Digital Data

 

When you visit flourishhealth.com.au, we may collect:

  • Browser type and device type

  • Pages visited

  • Time spent on pages

  • Referrer information

  • Cookie activity

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This helps us improve website performance and user experience. You can opt out of cookie use in your browser settings.

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We uses TWIPLA, a privacy-focused website analytics service, to understand how visitors use our website and to improve user experience. TWIPLA helps us measure website traffic and generates anonymised statistical reports about visitor behaviour.

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TWIPLA does not use cookies. Depending on the data protection level enabled, TWIPLA may process:

  • Device type and technical characteristics

  • General technical information about the visit

  • Number of page views

  • Aggregated, non-identifiable behavioural patterns

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TWIPLA does not use this information to identify individual visitors, nor does it combine data with other sources to create user profiles.

In some regions, based on your location and our technical privacy settings, TWIPLA may not collect any device information at all.

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Policy Updates

 

This Privacy Policy may be updated periodically. Changes will be posted on our website.

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Complaints & Enquiries

 

If you have concerns about how your personal information has been handled, or wish to make a complaint, please contact:

Flourish Health via email : admin@flourishhealth.com.au. We will respond promptly and work with you to resolve the issue.

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If you are not satisfied with our response, you can contact the OAIC:

Office of the Australian Information Commissioner
Phone: 1300 363 992
Website: www.oaic.gov.au

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TWIPLA is a website analytics service that measures traffic on our website and collects general information from our website visitors. We create statistics to improve the experience of our website visitors. We never use cookies for this purpose. As a website operator using TWIPLA to conduct reach measurement, depending on the level of data protection we have activated, we may process information about the device you are using and its characteristics, information about technical characteristics of the website visit, the number of page visits and statistically relevant behavior of our website visitors. The technology does not use the collected data to identify individual visitors or to match the data with additional information about an individual user. Depending on the location from which you access our website, TWIPLA may not collect any information about the device you are using due to our technical settings.

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