Our commitment to privacy

Wellbeing Solutions Group including Allied Health Australia, Pinnacle Rehab, Centre for Corporate Health, Resilia, the Resilience Box, Peak Psyc, and Pondr (“The Group, we, our”) takes your privacy seriously and is committed to responsible privacy practices in accordance with relevant Federal and State laws as applicable to the services performed.

Please read the following privacy policy (Privacy Policy) to understand how we collect, use, disclose, store, handle and protect your personal information. As well as applying to our interactions with you, this Privacy Policy also applies to information collected through this website.

Collection of Personal Information

In this Privacy Policy, ‘personal information’ has the meaning set out in the Privacy Act 1988 (Cth) (Privacy Act). In general terms, personal information is information (whether fact or opinion) about an individual who is identified or reasonably identifiable from that information or other information combined with that information.

Some types of personal information are classified as ‘sensitive information’ and/or ‘health information’, which are subject to additional protection under the Privacy Act. Sensitive information may include information about your racial origin and health status, and health information may include information about a health-related service you have had or will receive, including test results and appointment details.

The kinds of personal information we collect will depend on the capacity in which you are dealing with us. Generally, it would include your name, contact details and information regarding our interactions and transactions with you.

Individuals using our Services

When you commence using our Services, we may collect your contact details (such as your name, address, telephone number(s) and email); details of your date of birth and gender; next of kin; personal details which pertain to our Services, insurance reports and information relating to insurance claims including (including factors resulting in injury, any medical treatment provided, previous/other medical conditions that may impact on the services being delivered); health information and/or medical and mental health history and contact details for nominated treating practitioners; and other personal information which is reasonably necessary for our undertaking our Services.

As part of administering our Services, we may need to collect health information such as medical certificates, medical or specialist reports, case notes, medications (if relevant to or may potentially impact your workplace injury and rehabilitation); and medical, rehabilitation, psychological and psychosocial information relevant for the completion of our Services.

When collecting health information regarding you, we will obtain your consent to collect this information and inform you how it will be used and disclosed. If we need to obtain this information, you will be asked to sign a consent form authorising us to do so.

The Group will not use the information beyond the consent provided by you, unless your further consent is obtained or the use is in accordance with one of the exceptions under the Privacy Act or in compliance with another law.

Where possible, we collect your personal and sensitive information directly from you. We collect information through various means, including telephone and in-person interviews, during appointments and from forms and questionnaires. If you feel that the information we are requesting, either on our forms or in our discussions with you, is not information that you wish to provide, please feel free to raise this with us.

Corporate clients

When you enquire about our services on behalf of your company or when your company becomes a corporate client of the Group, the types of personal information that we collect from you will vary depending on the circumstances of collection and the kind of service that you request from us, for example, if you are our key contact at your company, if you attend any training that we may provide or use our coaching services. Collected information will typically include:

your name, email address, postal address and other work-related contact details;

information about your employer or the organisation that you represent;

your professional details; and

any additional personal information you provide to us, or authorise us to collect, as part of your interaction with us.

Insurers

If you represent an insurer (for example, if you are a Case Manager), we may collect the following:

your name, email address, postal address and other work-related contact details;

information about your employer or the organisation that you represent;

your professional details; and

any additional personal information you provide to us, or authorise us to collect, as part of your interaction with us.

Prospective employees and job applicants

We collect personal information when recruiting personnel, such as your contact details (name, address, telephone numbers and email address); details including emergency contact information, date of birth, country of birth, citizenship, residency and/or visa details; details of current/previous employment; skills and experience; languages spoken and written; government-issued identifiers; qualifications, and driver’s licence details.

Generally, we will collect this information directly from you. However, we may collect your personal information from recruiters we use or your referees. If you accept an offer of employment, we will collect your Tax File Number and details of your superannuation fund.

Other individuals

We may collect personal information about other individuals who do not fall within the categories above. This may include details of the next-of-kin of users of our Services, members of the public who participate in events we are involved with, individual service providers and contractors to the Group and other individuals who interact with us on a commercial basis.

We may also collect technical information and general analytics, such as web browser type and browsing preferences, Internet service provider, referring/exit pages, date/time stamps, IP address, time zone and geolocation data (if applicable), some of which is collected automatically, arising from your use of our website, as well as information about your usage of our website when browsing.

How do we collect personal information?

The Group collects personal information which is reasonably necessary to carry out our business and to provide our Services. We may also collect information to fulfil administrative functions associated with these Services, for example billing, entering into contracts with you or third parties and managing client relationships.

The purposes for which we usually collect and use personal information depends on the nature of your interaction with us, but may include:

Individuals receiving our Services

Your personal information will be used to provide you with our Services including the following:

to conduct one or more assessments of your health and wellbeing;

to provide you with the most appropriate Services for your needs, including treatment and counselling;

to monitor and investigate existing Services which are being provided to you and plan for future services;

if relevant to your circumstances, to provide outcomes of Services to your Case Manager from the insurance company or referring company; and

to comply with our legal obligations.

Corporate Clients, Insurers and Suppliers

Your personal information will be used to administer and manage our relationship with your company, for example:

if you are a key contact at a corporate client, we may use your personal information to engage with you to provide contracted services; or

if you are an insurer, for example, we may liaise with you to provide progress reports about an insured or assist with a case review.

Other Uses of Personal Information

Your personal information may also be used, for example, for the following purposes:

responding to requests for information and other general inquiries;

managing, planning, advertising and administering programs, events, competitions and promotions;

for recruitment purposes, such as assessing suitability for employment, providing performance feedback, making payments and to meet legislative requirements;

to send direct marketing messages;

for internal business and management processes; and

responding to complaints.

We also collect and use personal information for market research purposes and for service innovation. De-identified and aggregated data, such as statistics, may be provided to our corporate clients, insurers and third parties from time to time.

The Group generally collects personal information directly from you. We may collect and update your personal information via the Website, over the phone, by email, over the internet (such as when we provide our Services remotely) or in person.

We may also collect personal information about you from other sources, for example:

your employer, if your employer has engaged us to provide our Services to its workforce;

your insurer, if our Services are being provided in connection with, for example, an insurance claim, or if we have been requested by your insurer to assist with a case review;

treating practitioners such as general practitioners, physiotherapists and occupational therapists;

if you are a job applicant, from recruitment agencies or referees you have nominated. If relevant to the position you are applying for, we may conduct a background check;

our related companies;

relevant regulatory bodies; and

third party suppliers and contractors who assist us to operate our business.

Whilst we will always maintain robust privacy practices, we are not responsible for the privacy practices of third parties, including Insurance and Care NSW (iCare), the State Insurance Regulatory Authority (SIRA) and your workers’ compensation insurance company, so you should review their relevant privacy policy to satisfy yourself as to how they protect and handle your personal information.

We also use the following technologies to collect technical information and general analytics:

cookies, which are data files that are placed on your device and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org;

log files, which track actions occurring on our website; and

web beacons, tags, and pixels, which are electronic files used to record information about how you browse our website.

You may disable your web browser from accepting cookies and other tracking technologies used to collect technical information and general analytics when browsing our website. If you do so, you can still access our website, but it may impact your user experience.

You should contact these companies directly if you have any questions about their collection and/or use of information. When linking to any other site, you should always check the relevant website’s privacy policy before providing any personal information.

You may also opt out of targeted advertising by using the following links: Facebook; Google; and Bing. Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal.

Can you choose not to disclose your personal information?

You do not have to identify yourself or provide any personal information if you contact us. You can also notify us that you wish to deal with us using a pseudonym. If we cannot collect your personal information, we may not be able to provide the services requested or required. We may also have a responsibility to notify third parties about your decision and the reasons for withholding consent.

How do we use personal information?

We use your personal information for purposes collected including managing our business and providing our products and services to you, including to:

provide our products and services to our clients or to receive goods or services from third parties;

enable the proper operation and functionality of our products and services;

verify your identity (e.g., if you request access to the personal information we hold about you);

consider you for a job within the Group (whether as an employee or contractor);

communicate with you, and to address any issues or complaints that we or you may have regarding our relationship and our services;

prevent, detect and investigate suspicious, fraudulent, criminal or other activity that may cause you, us or others harm, including in relation to our products and services;

comply with our legal obligations such as notifying you of matters that we may be required by law to do so;

identify opportunities to improve our products and services and to improve our service to you;

gain insights about you so that we can serve you better, understand your preferences and interests, personalise your experience and/or enhance products and services you are offered and receive; and

contact you regarding any of the above, including via electronic messaging such as SMS and email, by mail, by phone or in any other lawful manner.

We may also use or disclose your personal information for our administrative, planning, product or service development, quality control, research purposes and for other purposes to which you have consented, or as otherwise permitted or required by law.

Technical information and general analytics are used for the purpose of gauging visitor traffic, trends and delivering personalised content to you while you are using our website, and to improve our website and our products and services.

Information Disclosure

We may disclose your personal information to third parties in connection with the purposes described above. This may include disclosing your personal information in a number of circumstances including the following:

our related companies;

our employees, contractors and third party service providers who assist us in performing our functions and activities e.g. payment systems operators and financial institutions, cloud service providers, data storage providers, shipping companies, telecommunications providers and IT support services providers;

if applicable, liaising with treating health and service providers and professionals, your employer, iCare and its agents, Comcare, insurers and solicitors involved in your claim;

Rehabilitation Consultant or Workplace Rehabilitation Provider;

to prevent a serious and imminent threat to a person’s life or health;

as required or authorised by law; and

third parties to whom you have authorised us to disclose your information.

Disclosure of personal information and specifically that of information that directly relates to the management of a work-related injury is essential when working with multiple stakeholders who require sufficient information to be able to provide services that assist any person in achieving a safe and durable return to work. When we disclose your personal information, we will ensure such third parties only use your personal information for the purpose it was collected and in accordance with applicable laws (including State and Territory privacy laws).

Direct Marketing Communications

We will only send you direct marketing communications where you have consented for us to do so. You may opt-out of receiving direct marketing communications at any time by contacting us or by using opt-out facilities provided in the direct marketing communications.

Security of Personal Information

Your personal information is stored using electronic record keeping methods in secure databases. Personal information may be collected in paper-based documents and converted to electronic form for use or storage (with the original paper-based documents securely destroyed). We combine or link personal information we hold about you with other personal information about you from third party sources.

We implement reasonable measures to protect and safeguard your personal information from misuse and loss and from unauthorised access, modification or disclosure. We adhere to ISO/IEC 27001 standards in relation to our data.

We store personal information in servers located in Australia. Your personal information will not be disclosed to recipients outside Australia without your express consent.

Since the internet is inherently insecure, we cannot guarantee the security of transmission of personal information disclosed to us online. Accordingly, you transmit your personal information to us online at your own risk and are encouraged to exercise care in sending personal information via the internet. Please notify us immediately if you know or reasonably suspect that your personal information has been subject to any data breach, breach of security or other unauthorised activity.

Retention of Personal Information

Generally, we will retain your personal information for the period necessary for the purposes for which your personal information was collected (as outlined in this Privacy Policy) unless a longer retention period is required by law or if it is reasonably necessary for us to comply with our legal obligations, resolve a dispute or maintain security.

When your personal information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your personal information.

Access to your Personal Information

You may request access to the personal information we hold about you at any time by using our contact details set out below. We will provide access to your personal information in accordance with applicable privacy laws, subject to any exemptions and conditions that may apply.

We will respond in a reasonable timeframe which, as a general guide, will not exceed 30 calendar days. Where permitted by law to do so, we may charge a fee for giving access to cover staff costs for locating and retrieving personal information, staff costs in reproducing and sending the personal information and costs of postage or materials involved in giving access, but we will let you know in advance if this is the case. The charge will depend on the actual cost incurred by the organization in giving access, but will never be prohibitive to gaining access to your information. We will let you know the amount of any charge imposed in advance of the supply of any documentation.

Maintaining the quality of your personal information

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. You can help us to do this by letting us know if you notice errors or discrepancies in information we hold about you and letting us know if your personal details change.

However, if you consider any personal information we hold about you is inaccurate, out-of-date, incomplete, irrelevant or misleading, you are entitled to request correction of the information. This includes any changes to your capacity for work, ability to attend work, contact details etc. After receiving a request from you, we will take reasonable steps to correct your information. No charges will be made for the correction of personal information or when reviewing the quality of personal information. You can also ask us to notify any third parties that we provided incorrect information to about the correction.

We may decline your request to access or correct your personal information in certain circumstances in accordance with the Australian Privacy Principles. If we do refuse your request, we will provide you with a written reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction.

Privacy Policy Enquires or Complaints

If you have any queries, concerns or complaints about our collection, use, disclosure or management of your personal information, please contact us at:

Email: admin@alliedaustralia.com.au
Address: PO BOX 122 Crows Nest NSW 1585
Ph: 1300 591 438

Fax: 1300 138 985

If you have raised a complaint with us and you are unsatisfied with the outcome or have further concerns about the way we handle your personal information, under the Privacy Act, you may complain to the Privacy Commissioner at the Office of the Australian Information and Privacy Commissioner, whose contact details are set out below:

Office of the Australian Information Commissioner

Address: GPO Box 5218, Sydney NSW 2001
Phone: 1300 363 992
Online: www.oaic.gov.au
Email: enquiries@oaic.gov.au

Reviewed: 17 September 2025