Privacy Policy

1. Introduction

Pacific OT is committed to protecting the privacy and confidentiality of all clients. This Privacy Policy outlines how personal and health information is collected, used, stored, and disclosed in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), and relevant state and funding body requirements.

This policy applies to all clients accessing services under funding schemes including (but not limited to) DVA, NDIS, WorkCover, private health, Home Care Packages, and privately funded services.

2. What Information We Collect

We may collect and hold personal and sensitive information including:

Personal details (name, date of birth, address, contact details)
Medicare, DVA, NDIS, or WorkCover identifiers (where applicable)
Medical history and diagnoses
Functional information relating to occupational performance
Psychological, social, and environmental information relevant to care
Reports from other health professionals (e.g. GP, specialists)
Service funding and billing information
Emergency contact details

Sensitive health information is only collected when necessary to provide occupational therapy services.

3. How Information Is Collected

Information may be collected through:

Referral forms from GPs, hospitals, or other health professionals
Intake and consent forms completed by the client or representative
Interviews and clinical assessments
Observation during home visits or consultations
Correspondence with other health providers
Funding body portals or systems (e.g. DVA, NDIS, WorkCover)
Telehealth

Where appropriate and practical, information will be collected directly from the client.

Where services are provided via telehealth, reasonable steps will be taken to maintain privacy and confidentiality using secure communication platforms.

Please note. De-identified information may be processed through approved software systems to assist with administrative or clinical documentation tasks. Personal information will not be intentionally disclosed or unauthorised third parties.

4. Photographs and Measurements

Photographs, videos, measurements, or other environmental information may be collected where necessary to support assessment, equipment prescription, home modification recommendations, or funding applications. Separate consent will be obtained where required.

4. Why We Collect and Use Information

Personal and health information is collected and used for the purpose of:

Providing occupational therapy assessment and intervention
Developing clinical recommendations and reports
Communicating with other treating health professionals
Submitting reports or invoices to funding bodies (e.g. DVA, NDIS, insurers)
Coordinating care and services
Meeting legal and professional obligations
Quality assurance and service improvement

We will only use personal information for the primary purpose for which it was collected, unless otherwise permitted or required by law.

5. Disclosure of Information

We will not disclose personal information without consent, except where:

It is necessary for your ongoing care (e.g. GP, specialist, support coordinator)
Required by funding bodies such as DVA, NDIS, or WorkCover for billing or reporting purposes
Required by law (e.g. subpoena, court order)
There is a serious and immediate risk to the client or others
Authorised by the client or their legal representative

Where practicable, consent will be obtained prior to disclosure.

6. Storage and Security of Information

All reasonable steps are taken to protect personal information from loss, misuse, unauthorised access, modification, or disclosure.

Information is stored in:

Secure electronic practice management systems and/or encrypted storage
Password-protected devices
Secure cloud-based systems compliant with Australian privacy standards (where applicable)

Paper records (if used) are stored in a secure, locked location.

Only authorised personnel have access to client information.

7. Access and Correction of Information

Clients have the right to request access to their personal information and request corrections if they believe it is inaccurate, outdated, or incomplete.

Requests can be made in writing to vika@pacificot.com.au.

Access may be refused in circumstances permitted under the Privacy Act (e.g. where access may pose a risk to safety or involves legal confidentiality restrictions).

8. Retention of Records

Clinical records are retained in accordance with professional and legal requirements, typically for a minimum of 7 years after the last contact, or longer for children (until age 25 where required).

After the retention period, records are securely destroyed or permanently de-identified.

9. Use of Third Parties and Funding Bodies

Where services are funded by a third party, relevant information may be provided to that funding body as required for approvals, reporting, compliance, quality assurance or payment purposes. This covers:

DVA, NDIS, icare NSW, insurers, Home Care Package providers
Funding bodies for approval, billing, or compliance purposes
Referring doctors and treating health professionals
Case managers, coordinators, or support services involved in care

Only information relevant to service provision will be shared.

10. Complaints About Privacy

If you have concerns about how your information is handled, you can contact:

Pacific OT
Email: vika@pacificot.com.au
Phone: 0404 262 358

We will respond to privacy complaints in a timely and respectful manner.

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

11. Changes to This Policy

This Privacy Policy may be updated from time to time to reflect changes in legislation, professional standards, or service delivery practices.

The most current version will always be available upon request.

12. Contact Information

For any questions about this Privacy Policy or how your information is handled, please contact:

Pacific OT
vika@pacificot.com.au

0404 262 358

Effective Date: 8th June 2026
Review Date: 8th June 2027