Effective date: 28 October 2026
1. Our commitment to your privacy
Collaborative Care Occupational Therapy is committed to protecting your privacy and handling personal information respectfully, securely and in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
This Privacy Policy explains how we collect, hold, use and disclose personal information when you visit our website, contact us, make a referral or receive occupational therapy services. We recognise that the information shared with an occupational therapist can be personal and sensitive. We take our responsibility to protect this information seriously.
2. The information we collect
The information we collect depends on how you interact with us and the services you access. It may include:
- Personal and contact information: Your name, date of birth, address, email address, phone number and relevant contact details.
- Health and clinical information: Information about your health, disability, mental health, support needs, goals, medical history, assessments and occupational therapy services.
- NDIS and service information: Relevant information about your NDIS plan, funding arrangements, support network, referrals and service agreements.
- Billing and financial information: Information needed to prepare invoices, manage payments and administer services.
- Website information: Technical information such as your IP address, browser type, device information and website usage data, where collected through website functionality, cookies or analytics tools.
We aim to collect only the information reasonably necessary for the purposes described in this policy.
3. How we collect information
We may collect personal information directly from you when you contact us, complete a form, make a referral, attend an appointment or participate in occupational therapy. Where appropriate and authorised, we may also receive information from your family members, carers, support coordinators, recovery coaches, other health professionals, plan managers or other relevant people involved in your care. We may collect technical information automatically when you visit our website, depending on the website features and services in use.
When collecting health information, we will take reasonable steps to explain why the information is being collected, how it may be used or disclosed, and other relevant matters.
4. How we use your information
We may use personal information to:
- Provide occupational therapy services, assessments, reports and recommendations.
- Understand your goals, strengths, circumstances and support needs.
- Communicate with you and coordinate appointments and services.
- Liaise with relevant people involved in your care, where authorised or otherwise permitted by law.
- Manage referrals, service agreements, invoicing and NDIS-related administration.
- Maintain clinical records and meet applicable legal, professional and regulatory obligations.
- Respond to enquiries, feedback and complaints.
- Maintain, secure and improve our website and business systems, where applicable.
We will handle your information in accordance with applicable privacy requirements and will not use or disclose it for unrelated purposes unless permitted or required by law.
5. When we disclose information
We may disclose personal information where reasonably necessary to provide our services, where you have authorised the disclosure, or where disclosure is otherwise permitted or required by law.
Depending on the circumstances, this may include sharing relevant information with:
- Your support coordinator, recovery coach, plan manager or other relevant NDIS supports.
- Your family member, carer, nominee or other representative, where authorised or otherwise permitted by law.
- Other health professionals involved in your care.
- Splose, our practice management platform, and other service providers where necessary to support our business operations.
- Government agencies, regulators or other authorities where disclosure is required or authorised by law.
We aim to limit disclosures to information relevant to the purpose for which it is shared.
6. Practice management platform and overseas handling
We use Splose, a practice management platform, to store and manage relevant client information, clinical records, appointment details and service administration. Splose may engage third-party providers to operate and support its platform. We do not independently send client records to other practice management or clinical recordkeeping platforms as part of our usual practice.
Information may be processed or accessed by service providers involved in operating the systems we use. We take reasonable steps to understand how these providers handle information and to meet our obligations under applicable Australian privacy laws, including requirements relating to overseas disclosures where relevant.
7. How we store and protect information
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure.
Client information managed through Splose is subject to the platform’s security and privacy arrangements. We also take reasonable steps to protect access to our accounts and other information held in the course of operating our practice.
We retain information for as long as necessary for the purposes for which it was collected and to meet applicable legal, professional and recordkeeping requirements. When information is no longer required, we take reasonable steps to securely destroy or de-identify it, where appropriate and lawful.
Although we take reasonable precautions, no method of electronic storage or transmission can be guaranteed to be completely secure.
8. Cookies and website analytics
Our website may use cookies or similar technologies to support website functionality, understand website usage or improve the visitor experience, depending on the tools enabled. You can manage cookies through your browser settings. Disabling certain cookies may affect some website features.
9. Accessing and correcting your information
You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.
To make a request, please contact us using the details below. We may need to verify your identity before responding. We will respond in accordance with applicable privacy requirements. In some circumstances, access may be restricted or refused where permitted by law. Requests to delete information will be considered in light of applicable legal, professional and recordkeeping obligations.
10. Privacy concerns and complaints
If you have a concern about how we have collected, used, stored or disclosed your personal information, please contact us using the details below.
We will review your complaint and respond within a reasonable timeframe. We may contact you to clarify the concern or request further information.
If you are not satisfied with our response, you may be able to raise your concern with the Office of the Australian Information Commissioner (OAIC).
Website: https://www.oaic.gov.au/
11. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes to our practices, services, technology or legal obligations. The latest version will be published on our website, together with its effective date.
12. Contact us
If you have any questions about this Privacy Policy, wish to request access to or correction of your information, or would like to raise a privacy concern, please contact:
Collaborative Care Occupational Therapy
Privacy contact: Carmen Connelly, Principal Occupational Therapist
Email: admin@ccoccupationaltherapy.com.au
Phone: 0466 911 592