Privacy Policy

1. Introduction

FRSH Well ("we", "us", "our") is committed to protecting your privacy and handling your personal and sensitive information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This Privacy Policy explains how we collect, use, disclose, and store your personal information, including sensitive health information, when you use our services or website.

2. What Information We Collect

We may collect the following types of personal and sensitive information:

Personal Information

  • Name

  • Email address

  • Phone number

  • Date of birth

Sensitive Information (Health Information)

  • Clinical notes and treatment history

  • Injury details and medical history

  • Referral letters and reports

  • Medicare number

  • Private health insurance details

3. How We Collect Information

We collect your information in a variety of ways, including:

  • When you complete forms on our website

  • When you book an appointment online or by phone

  • During consultations and treatment sessions

  • Through correspondence via email, phone, or other communication methods

We use an online booking and practice management system (Coreplus) to manage patient records and appointments.

4. Why We Collect Your Information

We collect and use your information for purposes including:

  • Providing physiotherapy assessment and treatment

  • Managing appointments and patient records

  • Processing Medicare and private health insurance claims

  • Communicating with you about your care

  • Coordinating with other healthcare providers (with your consent)

  • Meeting legal and regulatory obligations

5. Consent

By providing your personal and sensitive information to us, you consent to its collection and use for the purposes outlined in this Privacy Policy.

We only collect sensitive health information where it is reasonably necessary to provide our services and with your consent.

6. Disclosure of Information

We may disclose your information to:

  • Medicare and government health agencies

  • Private health insurance providers

  • Referring doctors and other healthcare professionals

  • Our practice management software provider (CorePlus)

  • Payment processors and financial institutions

  • IT service providers who assist in operating our business

We will only disclose your information where it is necessary for your care, with your consent, or where required by law.

7. Data Storage and Security

We take reasonable steps to protect your personal and sensitive information from misuse, interference, loss, and unauthorised access.

Your information is stored securely in electronic systems, including cloud-based practice management software. These systems may store data on servers located in Australia or overseas.

Access to your information is restricted to authorised personnel only.

8. Access and Correction

You have the right to request access to the personal information we hold about you and to request corrections if it is inaccurate, incomplete, or out of date.

To make a request, please contact us using the details below.

9. Website and Cookies

Our website may collect limited information automatically, such as IP addresses and browser type, through cookies or similar technologies.

These tools help us improve website functionality and user experience. Third-party services used in our website (such as hosting or booking systems) may also use cookies.

You can control cookie settings through your browser.

10. Direct Marketing

We do not currently use your personal information for direct marketing purposes.

If we choose to do so in the future, we will only send you marketing communications where permitted by law, and you will have the option to opt out at any time.

11. Complaints

If you believe your privacy has been breached, you may contact us using the details below.

We will investigate your complaint and respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

12. Contact Us

If you have any questions about this Privacy Policy or wish to access or correct your information, please contact us:

Business Name: FRSH Well Address: 219 McAuliffes Rd, Booie Q 4610 Email: rcameron@FRSHwell.com.au Phone: 0434867528

13. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements or our practices.

The latest version will always be available on our website.

FRSH Well Physiotherapy © 2026. All rights reserved

Terms and Conditions

1. Introduction

These Terms and Conditions ("Terms") govern your use of the services provided by FRSH Well ("we", "us", "our").

By booking an appointment or using our services, you agree to these Terms.

2. Services

We provide physiotherapy assessment, treatment, and related healthcare services to:

  • Private patients

  • Department of Veterans’ Affairs (DVA) patients

  • Patients under Medicare Chronic Disease Management (CDM) Plans, including Indigenous Chronic Disease Management (ICDM) Plans (formerly known as EPC plans)

Services are generally delivered in person at our clinic. In the future, services may also be delivered via telehealth where appropriate.

3. Appointments and Bookings

Appointments can be made:

  • Online via our booking system; or

  • By phone

Currently, all appointments are in-person. Should telehealth options become available in the future, these will be offered through our booking system where appropriate.

You agree to provide accurate and complete information when making a booking.

4. Fees and Payment

  • Fees for private services are available on our website or at the time of booking

  • Payment is required at the time of appointment unless otherwise arranged

  • Eligible Medicare CDM/ICDM and DVA patients may have services billed directly where applicable

You are responsible for any gap payments not covered by Medicare or DVA.

We may use secure third-party providers to process payments.

5. Cancellations and Missed Appointments

We require at least 24 hours’ notice to cancel or reschedule an appointment.

If you:

  • Cancel with less than 24 hours’ notice; or

  • Fail to attend your appointment

We may charge a cancellation fee of up to 50% of the consultation fee.

6. Refunds

  • We do not provide refunds for completed physiotherapy services

  • Cancellation fees are not refundable

Any exceptions are at our discretion or as required by law.

7. Medicare CDM/ICDM and DVA Services

  • Medicare Chronic Disease Management (CDM) and Indigenous Chronic Disease Management (ICDM) referrals must be valid at the time of appointment

  • CDM/ICDM services are limited and subject to Medicare rules and annual caps

  • DVA services are subject to eligibility and approval

We are not responsible for rejected or reduced claims due to incorrect or expired referral details.

8. Health Information and Consent

By using our services, you consent to:

  • The collection and use of your personal and health information

  • The creation and storage of clinical records

All information is handled in accordance with our Privacy Policy.

9. Limitation of Liability

To the extent permitted by law:

  • We are not liable for indirect, incidental, or consequential loss arising from your use of our services

  • Our liability is limited to the resupply of services or the cost of resupply

Nothing in these Terms excludes your rights under the Australian Consumer Law.

10. Website Use

While we aim to ensure our website information is accurate:

  • We do not guarantee that all content is error-free

  • We may update content at any time without notice

11. Privacy

We collect and handle personal and sensitive information in accordance with our Privacy Policy, available on our website.

12. Security of Payments

We take reasonable steps to ensure your payment information is secure.

Payments are processed via secure third-party providers, and we do not store full payment card details.

13. Changes to These Terms

We may update these Terms from time to time.

The latest version will always be available on our website.

14. Governing Law

These Terms are governed by the laws of Australia.

15. Contact Us

If you have any questions about these Terms, please contact us:

Business Name: FRSH Well Address: McAuliffes Rd, Booie Q 4610 Email: rcameron@FRSHwell.com.au Phone: 0434867528