This policy explains how Rise Rehab Group collects, holds, uses and discloses personal information, including health information, in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. It applies to people who enquire about our services, people who become clients, and visitors to this website.
We only collect health information that's reasonably necessary to assess your needs and provide safe, appropriate care.
Directly from you, through an enquiry or booking form on this website or our social media, by phone, email or in person, or through intake and assessment paperwork. Sometimes from third parties where reasonably necessary and, where required, with your consent, such as a referral from your GP or another practitioner, information from Medicare, DVA or NDIS connected to your funding, or information from a family member or support coordinator you've authorised to assist with your care.
We do not sell personal information to third parties.
Only where necessary for the purposes above, or with your consent:
This website uses the Meta Pixel to measure visits that come from our Facebook and Instagram ads. It records the pages you visit and when a form is sent. It does not receive your name, contact details or what you write in a form. We do not currently use Google Ads conversion tracking. Some of the providers listed above, particularly Google and Meta, may process data on servers located outside Australia. We take reasonable steps to ensure any such handling remains consistent with the Australian Privacy Principles.
This website uses Google Analytics and the Meta Pixel to understand how visitors use our site. These may involve cookies and collect information such as your IP address, browser and device type, and the pages you visit.
We also keep our own simple record of visits: a random ID stored in your browser, the pages you view, how far down a page you scroll, how long a page is open, the buttons you tap, whether you start or close our call form (never what you type into it), whether you are on a phone or computer, and the ad or link that brought you here. It does not include your name, contact details or IP address. If you send us an enquiry, we link it to these visit records so we know how you found us.
You can control or disable cookies and website storage through your browser settings.
We may use your contact details to let you know about services or content we think may be relevant to you. You can opt out at any time by contacting us below or using the unsubscribe option in any message we send.
We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification, or disclosure, including secure, access-controlled clinical software and confidentiality obligations for all staff.
We generally retain health records for a minimum of 7 years from your last contact with us as an adult, and until you turn 25 if a record was created while you were a minor, consistent with Queensland health record-keeping guidance. Some funding arrangements (for example NDIS or DVA) may carry their own record-keeping requirements.
You can ask to access the personal information we hold about you, and ask us to correct it if it's inaccurate, out of date, or incomplete. Contact us using the details below and we'll respond within a reasonable timeframe. In some circumstances permitted by law, we may need to decline a request, and if so, we'll explain why.
If you have a question or concern about how we've handled your personal information, please contact us first so we can try to resolve it directly.
If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
We may update this policy from time to time. The current version will always be available on this page.