Last updated: August 2026

1. About this policy

Holistic Care Coordination ("we", "us", "our") provides occupational therapy and care coordination services. This policy explains how we collect, use, store and protect personal information, including health information, across our website and professional services.

As an occupational therapy practice based in Victoria, we handle health information according to, and are bound by, the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as the Health Records Act 2001 (Vic). We also follow the confidentiality and record-keeping standards set out in the AHPRA Code of Conduct and Occupational Therapy Australia's Code of Ethics.

2. Information we collect

Client and health information, which may include:

• Contact and identifying details (name, date of birth, address, phone, email)

• Medical, health and functional information relevant to your care (referrals, assessments, treatment notes, goals, progress reports)

• Information from your treating team, family, carers or funding bodies (e.g. NDIS, Medicare, insurers), where relevant to your care

• Billing and Medicare/NDIS claiming details

Website and enquiry information, which may include:

• Name, email, phone number and any details you submit through website forms

• Technical information such as IP address, browser type and pages visited

We only collect what we reasonably need to provide safe, effective care or to run our website.

3. How we collect your information

Wherever possible, we collect information directly from you; in consultations, over the phone, by email, or through our website. We may also receive information from referrers, other health professionals, family members or carers (with your consent, unless otherwise permitted or required by law), and from funding bodies such as the NDIS or Medicare.

Before collecting health or other sensitive information we will always request direct consent from you before recording anything, unless you provide it to us directly (e.g. via email or webform) in which case we will retroactively confirm consent to record and store your information. 

4. How we use your information

We use your information to:

• Assess your needs and provide occupational therapy and care coordination services

• Communicate with you, your carers, and other health professionals involved in your care

• Meet our reporting and claiming obligations to funding bodies (e.g. NDIS, Medicare, insurers)

• Manage bookings, invoicing and business administration

• Comply with our legal, professional and ethical obligations

• Respond to enquiries, and, with your consent, send you information about our services

We do not use your information for unrelated marketing without your consent, and we never sell your personal information, or provide it to third parties who intend to sell your information.

5. Storing and protecting your information

We take reasonable steps to protect your information from misuse, loss, unauthorised access, modification or disclosure.

Digital tools and cloud storage: We use secure digital services (such as  Google Workspace, Google Drive and similar cloud-based platforms) to store and manage client records, correspondence and appointment information. Where we use these tools:

• Access is restricted to staff directly involved in your care, using individual logins and password protection

• Data may be stored on servers located outside Australia; our providers are contractually required to protect it to a standard consistent with Australian privacy law

• We apply reasonable technical safeguards (such as encryption in transit and access controls) but no online storage or transmission method can be guaranteed 100% secure

• Paper records, where used, are stored securely and access is similarly restricted

If we become aware of a data breach likely to result in serious harm, we will act in line with the Notifiable Data Breaches scheme, which may include notifying you and the Office of the Australian Information Commissioner (OAIC).

6. Who we share your information with

We only share your information where necessary for your care, where you've given informed consent, or where we're required or authorised by law (for example, a legal compulsion, or a serious risk to safety). This may include:

• Other health professionals or services involved in your care

• Funding bodies (e.g. NDIS, Medicare) for claims and reporting

• Our service providers (e.g. practice management or cloud storage platforms), who are bound by confidentiality obligations

• Regulatory or legal authorities, where required by law

We do not disclose your information for any other purpose without your consent.

7. Access, correction and complaints

You can ask to access or correct the personal information we hold about you at any time. We'll respond within a reasonable timeframe and, in most cases, provide access unless there's a legal reason not to.

If you have a concern about how we've handled your information, please contact us first (details below) so we can try to resolve it. If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

8. How long we keep your information

In line with the Health Records Act 2001 (Vic), we keep client records for at least 7 years after our last contact with you, or, if you were under 18 at the time, until you turn 25, whichever is later. When records are no longer required, we dispose of them securely.

9. Cookies and website use

Our website uses cookies to improve your browsing experience. You can accept or decline cookies through your browser settings; declining may limit some website functionality. We may collect non-identifying analytics data (such as pages visited) to help us improve our website.

10. Changes to this policy

We may update this policy from time to time to reflect changes in our practice or the law. The current version will always be available on our website.

11. Contact us

If you have questions about this policy or how we handle your information, contact us:

Holistic Care Coordination

admin@holisticcarecoordination.com.au 

AHPRA Registration: OCC0001733413

ABN: 68 897 968 868