Privacy Policy
Better Living Osteo — 28 Wrixon Street, Romsey VIC 3434
Last updated: 18th of July 2026
Better Living Osteo (“we”, “us”, “our”) is committed to protecting your privacy. As a healthcare provider, we handle personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the Health Records Act 2001 (Vic).
What information we collect
Health and personal information — when you become a patient, we collect information necessary to provide safe, appropriate care, including your name, contact details, date of birth, health history, current medications, details of your presenting complaint, treatment notes, and correspondence with other health providers involved in your care.
Payment and claims information — details needed to process payments and rebates, including health fund membership details (via HICAPS), and claim numbers for Medicare, TAC, WorkCover or DVA where applicable.
Website information — if you use our contact form, we collect the name, contact details and message you provide. Like most websites, we also collect limited technical data (such as browser type and pages visited) through cookies and analytics tools, described below.
How we collect it
Directly from you — in person, by phone, through our website contact form, or through our online booking system. With your consent, we may also collect information from other health providers involved in your care, such as your GP, or from insurers where you are claiming under TAC, WorkCover or DVA.
Why we collect it
We collect your information to provide osteopathic assessment and treatment; communicate with you about appointments and your care; process payments, rebates and claims; coordinate your care with other health providers where appropriate; meet our legal and professional record-keeping obligations; and respond to enquiries you send us.
Who we share it with
We do not sell or rent your personal information. We may share relevant information with:
- Other health providers involved in your care (such as your GP or specialist), with your consent or where you would reasonably expect it as part of coordinated care.
- Insurers and schemes — your health fund (through HICAPS), Medicare, TAC, WorkCover or DVA, where required to process a claim you have made.
- Service providers we use to run the practice, including Cliniko (our practice management and online booking system) and payment processors. These providers store information securely and are bound by their own privacy obligations.
- Where required by law — such as in response to a court order or mandatory reporting obligation.
How we store and protect it
Patient records are stored securely in Cliniko, a purpose-built practice management system with encrypted data storage. Access is limited to our clinical and administrative team on a need-to-know basis. We take reasonable steps to protect your information from misuse, loss, unauthorised access and disclosure, and we retain health records for the periods required by law.
Website cookies and third-party tools
Our website uses a small number of third-party services: Google Analytics (via Google Site Kit) to understand how visitors use our site, Cloudflare Turnstile to protect our contact form from spam, and an embedded Google Map showing our location. These services may set cookies or collect technical data in accordance with their own privacy policies. You can control cookies through your browser settings. Our contact form is provided by WPForms and submissions are delivered to our practice email.
Accessing or correcting your information
You have the right to request access to the personal and health information we hold about you, and to ask us to correct it if it’s inaccurate. To make a request, contact us using the details below. We may need to verify your identity, and in limited circumstances permitted by law we may refuse access — if so, we’ll explain why.
Questions and complaints
If you have a question or concern about how we’ve handled your information, please contact us first — we take privacy seriously and will do our best to resolve it:
Better Living Osteo · 28 Wrixon Street, Romsey VIC 3434 · (03) 4311 1876 · info@betterlivingosteo.com.au
If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992) or, for health information in Victoria, the Health Complaints Commissioner (hcc.vic.gov.au, 1300 582 113).
