Privacy Policy
Effective date: 21 July 2026 | Last drafted: 21 July 2026
1. About This Policy
MYOHAUS ("we", "us", "our") is a Myotherapy clinic located at 96-98 Market St, South Melbourne VIC 3205. We are committed to protecting your privacy and handling your personal information — including your health information — in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and the Health Privacy Principles under the Health Records Act 2001 (Vic).
As a health service provider, MYOHAUS is bound by these privacy laws regardless of business size or annual turnover.
This policy explains what personal information we collect, how we collect it, how we use and store it, who we may share it with, and how you can access, correct, or make a complaint about your information.
2. What Personal Information We Collect
Depending on how you interact with us, we may collect:
• Contact details: name, phone number, email address, postal address.
• Booking details: appointment times, treatment history, cancellations and reminders, recorded through our booking platform, Cliniko.
• Health information (sensitive information): relevant medical history, injury details, symptoms, treatment and progress notes, and anything you tell us during an intake form or consultation that is relevant to your care.
• Payment and billing information, including health fund/HICAPS details if you claim a rebate on the spot.
• Emergency contact details, where provided.
• Any other information you choose to share with us, for example in an enquiry.
We only collect health information that is reasonably necessary for, or directly related to, providing you with safe and appropriate treatment.
3. How We Collect Your Information
We generally collect personal information directly from you, through:
• Our online booking system, Cliniko, when you book, reschedule or cancel an appointment.
• Intake and consent forms completed before your first appointment.
• Conversations during consultations and treatment.
• Phone calls, emails, or enquiries made through our website.
We do not knowingly collect personal information from anyone under the age of 18 without the involvement of a parent or guardian.
4. Why We Collect, Hold, Use and Disclose Your Information
We collect and use your personal and health information to:
• Assess your suitability for treatment and provide safe, appropriate Myotherapy and remedial massage care.
• Keep accurate clinical records, as required by law.
• Contact you about appointments, including reminders and rescheduling.
• Process payments and, where applicable, assist with HICAPS or private health fund rebate claims.
• Respond to enquiries sent to us.
• Meet our legal, regulatory and professional obligations (e.g. clinical record-keeping and insurance requirements).
• Administer and improve our business operations.
We do not use your health information for marketing purposes, and we do not sell your personal information to third parties.
5. Who We May Share Your Information With
We may disclose your personal information to:
• Cliniko, our practice management and booking software provider, which stores and processes your booking and health record information on our behalf.
• Your private health fund or HICAPS, where you choose to claim a rebate at the time of payment.
• Other treating health professionals (e.g. your GP or a specialist), but only with your consent, or where necessary for your ongoing care.
• Our payment processor, to process payments for services.
• Regulatory bodies, insurers, or legal advisers, where required by law or to establish, exercise or defend a legal claim.
• Any other party you have specifically authorised us to share your information with.
We do not disclose your information to any other third party without your consent, unless required or authorised by law.
6. Overseas Disclosure
Our booking and health record system, Cliniko, stores Australian-based accounts' data on servers located in Australia, hosted via Amazon Web Services (AWS).
Cliniko also engages a small number of third-party subprocessors located in Australia and the United States to help provide services such as web hosting infrastructure, data backup, and payment processing. This means some limited personal information may be disclosed to, or handled by, recipients located in the United States as part of Cliniko's service delivery.
Cliniko contractually requires these subprocessors to only access and use personal information where necessary to provide their service, and to meet applicable privacy and security obligations. A current list of Cliniko's subprocessors is available at help.cliniko.com/privacy/data-processing/cliniko-subprocessors.
Source: Cliniko's own Security page and "How Cliniko helps you comply with the Australian Privacy Principles" article (APP 8), reviewed July 2026. Reconfirm this is still accurate closer to publishing, as subprocessors can change.
7. Our Website and Cookies
Our website is hosted on Squarespace, which may use limited cookies for core site functionality (for example, keeping the site secure and remembering your session). At this stage, MYOHAUS does not use additional analytics or advertising tracking tools (such as Google Analytics or the Meta Pixel) on our website. If we add these in future, we will update this policy and, where legally required, seek your consent.
You can control or disable cookies through your browser settings, though this may affect how the website functions.
8. How We Store and Protect Your Information
We take reasonable steps to protect your personal and health information from misuse, loss, unauthorised access, modification or disclosure, including:
• Storing health records in Cliniko, a purpose-built practice management platform with its own security safeguards.
• Restricting access to your records to those directly involved in your care and business administration.
• Using secure, password-protected systems.
No method of electronic storage or transmission is completely secure, and we cannot guarantee absolute security — but we take reasonable steps to protect your information.
9. How Long We Keep Your Information
We retain health records for the period required by law. In Victoria, this generally means at least 7 years from the date of your last consultation, or, if you were under 18 at the time of your last record, until you turn 25.
10. Access and Correction
You have the right to request access to the personal information we hold about you, and to request that we correct it if it is inaccurate, out of date, incomplete, or misleading. To make a request, contact us using the details below.
We may need to verify your identity before providing access, and in some circumstances permitted by law we may need to refuse a request (for example, where it would unreasonably impact the privacy of others). We will respond to your request within a reasonable timeframe.
11. Complaints
If you have a concern about how we've handled your personal information, please contact us first using the details below so we can try to resolve it directly.
If you're not satisfied with our response, you can escalate your complaint to:
• The Office of the Australian Information Commissioner (OAIC) — oaic.gov.au — for complaints under the Privacy Act 1988 (Cth).
• The Health Complaints Commissioner (Victoria) — hcc.vic.gov.au — for complaints about the handling of health information under the Health Records Act 2001 (Vic).
12. Changes to This Policy
We may update this policy from time to time to reflect changes in our practices or legal obligations. The most current version will always be available on our website.
13. Contact Us
If you have any questions about this policy or how we handle your personal information, please contact us:
MYOHAUS
96-98 Market St, South Melbourne VIC 3205
Email: admin@myohaus.com.au