Privacy

PADL Therapy Solutions Pty Ltd handles personal information for enquiries, service coordination, nursing and occupational therapy. This notice covers our website, Microsoft Forms enquiry and telehealth consent forms, and other PADL forms and service records. A form or service may provide a more specific collection notice explaining what is needed for that purpose. You can ask us for a copy of this notice.

Information we collect and why

Depending on your enquiry or service, we collect contact and identity details, information about an authorised representative, service needs, relevant funding or provider details, and correspondence. Clinical, intake and consent forms may also collect relevant health information, your preferences and goals, and your consent decisions or signature where requested. Clinical services may produce assessment notes, reports and recommendations.

We collect information from you, a person authorised to act for you, and relevant referrers or service providers where you authorise this or the law permits it. We use it to respond to enquiries, assess suitability, arrange and provide agreed services, document consent, coordinate approved supports, communicate with you, administer billing and meet applicable record-keeping obligations.

You can ask questions or decline to provide information. Without information needed to identify you, understand your needs or obtain valid consent, we may be unable to respond fully or safely provide a service. Where practicable, you can make a general enquiry without identifying yourself. Please provide information about another person only where you have authority or their permission.

Clinical information and telehealth consent

We seek your consent to collect health information needed for your care unless collection is otherwise required or permitted by law. A telehealth consent form records your decisions about receiving care remotely. It does not give blanket permission for unrelated uses of your information or marketing. We explain any proposed recording separately and seek specific consent before recording a clinical consultation. You can discuss or withdraw consent for future optional recording or information sharing with us. This does not automatically remove records we must retain.

Microsoft Forms

Our contact page embeds a Microsoft Forms enquiry form. Loading it connects your browser to Microsoft, which may receive technical information and use cookies or similar technologies under its own privacy statement. You can also open the form in a separate tab.

The enquiry form asks for your name, email address, service interest, who the enquiry is for, and a brief message. Phone number and suburb/postcode are optional. Responses are stored in PADL’s Microsoft 365 account and used to respond to your enquiry. The form owner receives an email notification for each response. Please do not include medical records, identity documents or bank details in a general enquiry. No file uploads are requested by this enquiry form.

PADL also uses Microsoft Forms for telehealth consent. The questions and collection notice on each form explain what information it asks for. Responses submitted through Microsoft Forms are held in PADL’s Microsoft 365 account and may be included in the relevant practice or clinical record. The enquiry form’s request to avoid sensitive information does not prevent you from providing relevant health or consent information through an appropriate clinical form that asks for it.

Who may receive information

Information is used by PADL personnel who need it for their work and by service providers supporting our communications, records and administration. We share relevant information with your representative, treating practitioners, referrers, registered Support at Home provider or funder where you authorise it, where reasonably expected and permitted for your care or agreed service, or where required or permitted by law. We do not sell personal information or use form responses for unrelated marketing. Receiving a service or submitting a form does not subscribe you to marketing.

Storage, security and retention

We use access restrictions and administrative and technical safeguards to protect personal information. Clinical and consent information forms part of the relevant service record. Records are retained for applicable legal, professional and business requirements, including any complaint, investigation or legal hold. When information is no longer needed and no retention obligation applies, it is securely destroyed or de-identified. You can ask about the retention requirements for your record. No internet service or email transmission can be guaranteed completely secure.

Service providers and overseas processing

Vercel hosts this website. Microsoft provides the forms and Microsoft 365 services described above. Their services may process information outside Australia. Their privacy notices explain their international processing arrangements. Specific countries depend on the service and its configuration; contact us for information about the arrangements relevant to your form or service. We consider applicable Australian privacy requirements when using providers that handle information overseas.

Using this website

The static website has no account registration or clinical intake system. Optional Vercel Web Analytics and Speed Insights measure public page visits and website performance by default, unless you choose Necessary only in Privacy settings. You can turn analytics off or on at any time using Privacy settings in the footer. We respect Do Not Track. Your preference is stored in this browser. We exclude enquiry content, contact details and sensitive URL parameters, and do not use session replay or advertising trackers.

Vercel processes technical information to deliver the site and provide these services; necessary hosting request logs are separate from optional browser analytics. See Vercel’s privacy policy. Hosting services receive technical information such as your IP address and browser details to deliver and protect the site. Declining Analytics does not prevent this necessary processing. Optional website analytics do not receive clinical form responses or service records.

Email enquiries

If you email us, your email provider and PADL’s email service process the message. Keep your first enquiry brief. Please do not send clinical records, identity documents, bank details or other sensitive information before we agree on a suitable way to share it.

Access, correction and privacy concerns

You can ask to access or correct personal information held about you, or raise a concern about how it has been handled. We may need to verify your identity before providing access. Please describe the request without sending identity documents in your first email. We will review your concern, investigate the handling of your information and explain our response and any available next steps. If we cannot provide access or make a requested correction, we will explain the reason and how you can raise a concern about that decision. If it remains unresolved, you can contact the Office of the Australian Information Commissioner.

Questions and requests

For privacy questions, access or correction requests, or concerns about information you have shared with PADL, email info@padl.com.au.