Privacy Policy
1. About Us
Maestro Massage & Osteopathy is committed to protecting the privacy and confidentiality of personal and health information.
This Privacy Policy explains how personal information is collected, used, stored and disclosed in relation to massage services provided by Maestro Massage & Osteopathy, online bookings, website enquiries and practice administration.
Contact Details
Practice Name: Maestro Massage & Osteopathy
Website: https://maestromassage.com.au
Address: 17a/6 Fifth Avenue, Palm Beach, QLD 4221
Phone: +61 0406 345 242
Email: [email protected]
2. What Personal Information We Collect
We collect personal information that is reasonably necessary to provide massage, osteopathic healthcare services and manage our practice.
The information we may collect includes:
Identification and Contact Information
- Name
- Date of birth
- Residential address
- Email address
- Telephone number
- Emergency contact details
Health Information
- Medical history
- Current symptoms and health concerns
- Medications and supplements
- Injury history
- Diagnostic imaging and test results
- Referrals and correspondence from healthcare providers
- Treatment notes and clinical records
Administrative Information
- Appointment history
- Payment and billing information
- Private health insurance details
- Medicare details, where applicable
3. How We Collect Personal Information
We collect personal information directly from you when you:
- Book an appointment online, by telephone, email or in person
- Complete intake forms or questionnaires
- Attend consultations
- Communicate with us regarding your care
- Make payments or submit insurance information
- Submit an enquiry through our website or contact forms
We may also collect information from third parties where authorised or reasonably necessary, including:
- General practitioners
- Specialists
- Referring practitioners
- Allied health providers
- Diagnostic imaging providers
- Family members, guardians or carers, where appropriate
4. Where Your Personal Information Is Stored
We use electronic booking and practice management systems to manage appointments, clinical records, invoices and patient communications.
This may include:
- Cliniko for osteopathy appointments and clinical records related to Eliana Yamaguchi
- Fresha for massage appointments and booking management
- Secure electronic files and backups
- Paper records where applicable
Personal information may be stored:
- In secure cloud-based booking or practice management systems
- In secure electronic files and backups
- In paper records where applicable
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
5. Why We Collect Personal Information
We collect personal information to:
- Provide massage services
- Provide osteopathic assessment and treatment
- Maintain accurate clinical records
- Manage appointments and patient communications
- Process payments and health fund claims
- Communicate with other healthcare providers involved in your care
- Respond to website enquiries
- Comply with legal, professional and regulatory obligations
- Manage and improve our healthcare services
6. How We Use and Disclose Personal Information
We use personal information primarily to provide massage and osteopathic services.
Your information may be used or disclosed for:
- Assessment, diagnosis and treatment
- Appointment reminders and practice communications
- Billing and payment processing
- Health insurance claims
- Referrals and communication with other healthcare providers involved in your care
- Legal and regulatory compliance
- Professional indemnity and risk management purposes
- Responding to enquiries submitted through our website
We will generally only disclose personal information:
- With your consent
- For purposes directly related to your healthcare or appointment management
- Where required or authorised by law
Examples of disclosure may include:
- General practitioners
- Medical specialists
- Allied health practitioners
- Imaging providers
- Private health insurers
- Medicare
- Booking and practice management providers, including Cliniko and Fresha
- Government authorities when legally required
We do not sell personal information to third parties.
7. Online Bookings and Third-Party Platforms
Massage appointments with Luiz Maestro may be managed through Fresha.
Osteopathy appointments with Eliana Yamaguchi may be managed through Cliniko.
When you use these platforms to make a booking, submit information, complete forms, receive reminders or manage appointments, your personal information may also be handled in accordance with the privacy policies and terms of those third-party providers.
We recommend reviewing the privacy policies of any third-party platform you use when making a booking.
8. Website, Cookies and Embedded Content
Our website may collect limited technical information when you visit, such as your browser type, device information, IP address and pages visited. This information may be collected through website analytics, security tools, spam protection, booking widgets or embedded content.
Our website may also include links or embedded content from other websites, including booking platforms, maps, videos or social media. Embedded content from other websites behaves in the same way as if you visited those websites directly. These websites may collect data about you, use cookies and monitor your interaction with their content.
We do not use website information to identify you unless it is necessary for security, responding to an enquiry, managing a booking or complying with legal obligations.
9. Overseas Disclosure of Personal Information
Some technology providers used by our practice may store or process personal information outside Australia.
For example, Cliniko, Fresha and other cloud-based service providers may use infrastructure and authorised service providers located in countries including:
- Australia
- United States
- New Zealand
- Other countries where authorised service providers operate
While we take reasonable steps to ensure overseas recipients protect personal information appropriately, overseas entities may not always be subject to Australian privacy laws.
10. Accessing and Correcting Personal Information
You may request access to personal information we hold about you.
You may also request correction of information if you believe it is:
- Inaccurate
- Out of date
- Incomplete
- Irrelevant
- Misleading
Requests should be submitted in writing to Maestro Massage & Osteopathy.
Email: [email protected]
We will respond within a reasonable period and may require identity verification before releasing information.
11. Data Retention, Destruction and De-identification
We retain health records for the period required by applicable legislation and professional obligations.
When personal information is no longer required and we are legally permitted to dispose of it, we will take reasonable steps to securely destroy or permanently de-identify the information.
Methods may include:
- Secure deletion of electronic records
- Secure destruction of paper records
- Permanent de-identification of information so individuals can no longer be identified
We maintain processes to ensure disposal is conducted securely and in accordance with privacy obligations.
12. Privacy Complaints
If you believe your personal information has been mishandled, you may lodge a complaint with us.
Complaints should be directed to:
Maestro Massage & Osteopathy
Email: [email protected]
Phone: +61 0406 345 242
Address: 17a/6 Fifth Avenue, Palm Beach, QLD 4221
Please provide sufficient details about your concern so that we can investigate.
How We Handle Complaints
Upon receiving a complaint, we will:
- Acknowledge receipt of the complaint.
- Investigate the circumstances.
- Consider whether our privacy obligations have been met.
- Provide a written response within a reasonable timeframe.
- Take corrective action where appropriate.
If you are not satisfied with our response, you may contact:
Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Website: https://www.oaic.gov.au
13. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in legislation, technology, business practices or healthcare requirements.
The current version will always be available on request and on our website.