Privacy Policy

Who we are

Combined Wellness Solutions (CWS, we, us) provides exercise physiology services from clinics in Nerang and West Ipswich, as well as home visits, hydrotherapy and telehealth. We are committed to handling personal information responsibly and in accordance with applicable Australian privacy requirements.

Information we may collect

The information we collect depends on how you interact with us and may include:

• contact details such as your name, phone number, email and address
• appointment, referral and enquiry information
• health information required to assess, plan and deliver exercise physiology services
• funding and billing information relevant to NDIS, Medicare, WorkCover, DVA, NIISQ, aged care or private services
• details submitted by a GP, support coordinator, case manager, family member or other authorised referrer
• basic website usage information when optional analytics are enabled

Why we collect information

We may use personal information to:

• respond to enquiries and arrange appointments
• provide safe, appropriate and individualised exercise physiology services
• communicate with you and, where authorised, members of your care or support team
• prepare assessments, programs, progress reports and funding documentation
• process payments, rebates and funding claims
• meet professional, contractual and legal obligations
• maintain and improve the accessibility and effectiveness of our website

Website forms

Our booking and referral forms are processed through our website hosting provider. Form submissions are delivered to authorised CWS staff so we can respond. Please provide only the information needed for your enquiry and do not upload or paste detailed medical records into a public website form. Sensitive documents can be sent using a secure method agreed with our administration team.

Storage and security

We use reasonable administrative, technical and physical safeguards to protect the information we hold. Clinical records are stored in practice-management systems with access limited to authorised staff. No internet transmission or storage system can be guaranteed to be completely secure, so please contact us before sending particularly sensitive information electronically.

When information may be disclosed

We may disclose information when:

• you have consented or would reasonably expect the disclosure
• it is needed to coordinate care with an authorised health professional, referrer, support coordinator or funding representative
• it is required to process a funding, rebate or insurance claim
• our contracted service providers need limited access to support secure business operations
• we are required or authorised to do so by law

We do not sell personal information.

Analytics and cookies

This website can use Google Analytics 4 when a measurement ID is configured by CWS. Analytics helps us understand broad patterns such as page visits, device type and booking-button interactions. The website does not send names, phone numbers, email addresses, form contents or health information to analytics. Google Analytics may use cookies or similar technologies. CWS should confirm its final cookie and consent settings before launch.

Embedded maps and external links

Contact and location pages include embedded Google Maps. Loading or interacting with a map may allow Google to collect information under its own privacy terms. This site also links to external funding bodies and social platforms. CWS is not responsible for the privacy practices of external websites.

Access, correction and enquiries

You may ask to access or correct personal information we hold about you, subject to any lawful exceptions. Contact us at admin@cwsau.com.au or call 1300 018 328. We may need to verify your identity before acting on a request.

Privacy complaints

Please contact CWS first if you have a privacy concern so we can investigate and respond. You may also be entitled to contact the relevant Australian privacy regulator if you are not satisfied with the outcome.

Changes to this policy

We may update this policy when our services, website tools or legal obligations change. The current version and review date will be published on this page.