CLUB ACTIVE PRIVACY POLICY

Our commitment to your privacy 

Club Active is proud to deliver a personalised, friendly experience to every client. Respecting your privacy is part of that. This policy explains, in plain language, what personal information we collect, why we collect it, how we use and share it, and what rights you have over it. We comply with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth). 

If you have any questions about this policy, or how we handle your information, contact our Compliance Manager using the details within the Contact Us section. 

What information do we collect? 

Depending on the services you receive, we may collect: 

• Your name, date of birth, address, email and phone number; 

• Details of family members, carers or emergency contacts; 

• Health fund, Medicare, DVA, NDIS or other funding/referral details (we don’t use these numbers to identify you day-to-day — they’re for billing and reporting only); 

• Health information relevant to your care — such as your symptoms, medical history, diagnosis, treatment notes, specialist reports and test results; 

• Occupation, lifestyle information relevant to your treatment goals; and 

• Payment details, and a record of services or products you’ve purchased from us. 

How do we collect your information? 

Most of the time, we collect information directly from you — for example, when you complete a registration form, speak with us in person or by phone, or contact us online. We may also collect information from: 

• A parent, guardian, or person responsible for you; 

• Your referring GP, specialist or other health professional; and 

• Funding or government bodies where relevant to your care, such as the Department of Veterans’ Affairs, the NDIS Commission or your plan manager, Services Australia (Medicare), your Workers Compensation insurer, or an Aged Care funding body. 

CCTV 

Some of our clubs may have CCTV in operation, for the health and security of our clients and staff. If you have any questions about our use of CCTV in or around a club, please contact us. 

Why do we collect and use your information? 

We use your information to provide safe, high-quality allied health services and to run our clinics. This includes: 

• Assessing, planning and delivering your treatment; 

• Billing and claiming through your relevant funding body; 

• Coordinating your care with other health professionals involved in your treatment; 

• Reminding you of upcoming appointments by phone, SMS or email; 

• Inviting you to complete surveys for feedback and research purposes, which you’re never obliged to respond to; 

• Meeting our legal and accreditation obligations; and 

• With your consent, letting you know about services, programs or offers that may interest you. 

Who might we share your information with? 

We only share your information where it’s necessary to provide your care, where you’ve consented, or where we’re required or permitted to by law. This may include sharing with: 

• Your referring practitioner and other health professionals involved in your treatment; 

• The funding body relevant to your care (e.g. DVA, NDIS, Medicare, Aged Care, Workers Compensation), for billing, claiming and reporting purposes; 

• Your health fund, where relevant; 

• Service providers who help us run our clinics, such as practice management, billing, appointment-reminder or IT hosting providers; and 

• Government or regulatory bodies, or a court, where required by law. 

We do not sell, trade or rent your personal information to anyone. We may occasionally share de-identified, aggregated information (which cannot identify you) for research or statistical purposes. 

Research and university partnerships 

Club Active may partner with university facilities across Australia to provide training and resource opportunities to students, lecturers and research teams. From time to time, de-identified client data and treatment results may be gathered, collated and used in studies to help better understand treatment methods and clinical principles. 

This data is de-identified before it is shared, meaning it cannot reasonably be traced back to you. All information we hold on your file remains confidential regardless of this arrangement. 

Being treated anonymously or under a pseudonym 

Where it is lawful and practical for us to do so, you have the right to interact with us, or receive treatment, without providing your name (anonymously) or by using a name other than your own (a pseudonym). This may not be practical in all circumstances — for example, where we’re required to report to a funding body using your identified details. 

Keeping your information safe 

We take appropriate steps to keep your personal information secure, confidential, accurate and up to date. All our staff and contractors are bound by confidentiality obligations. We expect anyone we engage to help deliver our services to handle your information responsibly and only for the purpose we’ve engaged them for. 

We keep your clinical records for at least 7 years from your last visit with us (or, if you were under 18 when you received care, until you turn 25), consistent with our clinical record-keeping obligations. After that, records are securely destroyed or de-identified. 

Cookies and other tracking technologies 

Our website uses cookies and similar technologies to make it work properly and to understand how visitors use it. Cookies are small pieces of information a website stores on your device. Most browsers accept cookies by default; you can set yours to refuse them, though this may limit some website functionality. 

Links to other websites 

Our website may contain links to other websites. We’re not responsible for the content, privacy practices, or conduct of any website outside our own, so we encourage you to review the privacy policy of any site you visit through a link from ours. 

If your information is involved in a data breach 

If we become aware that personal information we hold has been accessed, disclosed, or lost in a way likely to cause you serious harm, we will investigate, take steps to reduce any harm, and notify you and the Office of the Australian Information Commissioner (OAIC) where the law requires it. 

Accessing or correcting your information 

You can ask us for a copy of your personal information, or ask us to correct it if it’s wrong, by contacting our Compliance Manager. We’ll respond within a reasonable time. In some limited cases permitted by law, we may not be able to give you full access — if so, we’ll explain why. 

You can also ask us to delete your personal information. We’ll act on this unless we’re required or permitted by law to keep it — for example, under the clinical record-keeping obligations described above, or funding-body audit requirements. 

Marketing communications 

With your consent, we may send you information about services, programs or offers that may interest you. You can opt out of these communications at any time by contacting us or using the unsubscribe link provided. 

Making a complaint 

If you have any concerns about how we’ve handled your personal information, please let us know in writing. We will investigate your complaint and respond within 30 days. 

If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC): 

Phone: 1300 363 992 

Email: enquiries@oaic.gov.au 

Website: www.oaic.gov.au/privacy/privacy-complaints 

Contact us 

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

The Compliance Manager 

support@clubactive.com.au 

This policy was last reviewed 23 September 2026. We may update this policy from time to time — the current version will always be available on our website.