Privacy Policy

Privacy Policy

The Rehab Centre Pty Ltd (TRC) · Version 1.0 · Last updated 1 November 2026

Contact for privacy: Privacy Officer, The Rehab Centre, 31-33 Fleming Street, Aitkenvale QLD 4814 · (07) 4455 2000 · welcome@trcclinic.com.au

1. About this policy

The Rehab Centre (TRC) is an allied health provider in Townsville. We provide occupational therapy and other allied health services, funded by the NDIS, DVA, Medicare, WorkCover Queensland, private health funds and private clients.

We are a health service provider, so the Privacy Act 1988 and the Australian Privacy Principles apply to us. This policy explains what personal information we collect, why, how we keep it safe, who we share it with, and how you can see it, correct it or complain.

2. What information we collect

If you use our services (participants, and families, guardians or nominees acting for them):

  • name, date of birth, address, phone and email
  • funding details, such as your NDIS number and plan, DVA, Medicare, WorkCover claim or health fund details
  • health information, such as your diagnosis, disability, assessments, therapy notes, reports and photos needed for your service (for example, for a home modification)
  • the names and contact details of people involved in your support, such as your GP, support coordinator, plan manager or school, where you agree
  • safety information, such as risks at a home visit

If you refer someone to us: your name, organisation and contact details, and what you tell us about the person you are referring.

If you apply for a job or work with us: your application, qualifications, references, screening checks (such as NDIS Worker Screening and Blue Card), and employment records.

If you contact us through our website, by phone or email: your name, contact details and your message.

3. How we collect it

We collect information from you directly wherever we can: in person, by phone, by email, through our referral form or contact form, and in our service agreement.

Sometimes we collect it from others, with your consent or where the law allows. This includes referrers, the NDIA, plan managers, support coordinators, GPs and other health professionals, DVA, WorkCover Queensland and other insurers.

You can choose not to give us some information. If you do, we will explain how it may affect the service we can provide. Where it is lawful and practical, you can deal with us without giving your name, for example when making a general enquiry.

4. Why we collect and use it

We use your information to:

  • provide safe, high-quality services and keep you and our staff safe
  • plan, book and deliver your services, and write reports you or your funder need
  • claim payment from your funder or insurer, or invoice you
  • meet our legal duties, including NDIS rules, health practitioner rules and reporting obligations
  • handle feedback and complaints, and improve our services
  • recruit and employ staff

We only use your information for another purpose if you agree, or if the law requires or allows it.

5. Consent, photos and marketing

We ask for your consent before we collect health information, take a photo or video, or share your information outside TRC, unless the law requires or allows us to do so without consent. You can withdraw your consent at any time.

We will never use your photo, video, name or story to promote TRC without your separate written consent on our marketing consent form. We never use testimonials.

We only send marketing emails to people who have agreed to receive them. Every marketing email tells you how to unsubscribe, and we act on your request within 5 working days.

6. Who we share it with

We share only what is needed, and only with your consent or where the law requires or allows it. This may include:

  • your funder or plan manager (for example, the NDIA, DVA, Medicare, WorkCover Queensland or your health fund), to claim for your services
  • your GP, support coordinator, school or other providers, where you agree
  • the NDIS Quality and Safeguards Commission, the Queensland Family and Child Commission, police or child safety services, where the law requires us to report
  • NDIS quality auditors, who may look at a sample of files. You can ask in writing for your file not to be included
  • our IT and service suppliers, who store or process information for us under privacy obligations (see section 8)

We do not sell your information.

7. How we keep it safe

  • Participant records are kept in our practice management system, Splose, which stores its data in Australia.
  • Our email, documents and Teams are kept in Microsoft 365, which stores TRC's data in Australia.
  • Staff can see only the information their role needs. Our systems use multi-factor sign-in, and work is done only on TRC-managed devices.
  • We keep records for as long as the law requires, then destroy or de-identify them securely.
  • If a data breach is likely to cause serious harm, we will tell you and the Office of the Australian Information Commissioner, as the law requires.

8. Information that may go overseas

Some of the suppliers we use to run TRC store or process information overseas. These include our rostering and HR system, accounting system, card payment and health claiming services, procurement system, compliance system, social media scheduling tool and website analytics (if you agree to it, see section 10). Our procurement system is used only for TRC's own purchasing; it holds no participant names or health information.

The countries these suppliers name include the United States, New Zealand, India, the Philippines, Vietnam, Germany, Poland and other European Union countries, and other countries where our suppliers or their service providers operate.

Your clinical records stay in Splose, in Australia. Before we use any new system that holds personal information, we check where it stores data and its privacy terms.

9. Automated decisions

TRC does not use computer programs, including artificial intelligence, to make decisions about you, or to do things that substantially and directly shape decisions about you, that could significantly affect your rights or interests. Decisions about your services are made by our staff. If this changes, we will update this policy before we start.

10. Our website

Our website uses Google Analytics to understand how people use our site, such as which pages are visited and how visitors find us. Google Analytics uses cookies and collects general, non-identifying information such as your browser type, device, approximate location and the pages you view. It does not tell us who you are. It only runs if you choose Accept on our cookie banner.

You can decline, or change your choice at any time, by selecting Cookie settings in the footer of our website. You can also block cookies in your browser settings, or install Google's browser add-on to opt out of Google Analytics.

We have turned off Google's advertising features, and we keep this information for the shortest period Google allows. Google may process it outside Australia, including in the United States. For more information, see Google's privacy policy at policies.google.com/privacy.

Google Analytics never runs on our referral form or contact page. Our contact page shows a Google map, and Google may collect information when the map loads. If you send us a message or referral through the website, we use what you send only to respond to it and to provide services.

We do not use advertising trackers or tracking pixels on our website.

11. Seeing or correcting your information

You can ask to see the information we hold about you, or ask us to correct it. Contact us using the details at the top of this policy. We will check your identity and respond within 30 days. There is no charge to ask.

In a few cases the law lets us refuse, for example where giving access could seriously harm someone. If we refuse, we will tell you why in writing and how you can complain.

12. Questions and complaints

If you have a question or concern about how we handle your information, please contact us first using the details at the top of this policy. We will treat it under our complaints process and respond to you.

If you are not satisfied, you can contact:

You can contact any of them directly at any time.

13. Changes to this policy

We review this policy every year, and whenever we add a system or the law changes. The date at the top shows when it was last updated. Ask us for a printed copy, a copy in Easy Read or another format, or an interpreter.

TRC occupational therapist supporting a client with meal preparation
TRC physiotherapist supporting a client with balance training

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