— Mildura Osteo

Privacy Policy

Last updated: March 2026

Important note: Mildura Osteo is committed to protecting your privacy and handling your personal and health information with care, respect, and in accordance with Australian law. This policy explains how we collect, use, store, and disclose your information, and your rights in relation to it.

01

Who we are

Mildura Osteo is a private osteopathic practice operated by Isabella Dimasi, registered Osteopath (AHPRA Registration No. OST0002666091), located at 68 Orange Ave, Mildura VIC 3500.

Isabella Dimasi is the Privacy Officer for Mildura Osteo and is responsible for ensuring this practice complies with its privacy obligations under Australian law.

02

The legislation that governs us

This practice operates in accordance with the following legislation:

  • ThePrivacy Act 1988(Cth), including the Australian Privacy Principles (APPs)

  • TheHealth Records Act 2001(Vic), including the Health Privacy Principles (HPPs)

  • TheAHPRA Privacy Policy as it applies to registered health practitioners

  • Any other applicable Commonwealth or Victorian legislation relating to the handling of health information

03

What information we collect

Personal information

  • Your full name, date of birth, and contact details (address, phone number, email)

  • Medicare, DVA, or private health insurance details

  • Billing and payment information

Health information

  • Your medical history, current medications, and relevant past treatments

  • Details of your presenting complaint, symptoms, and goals

  • Clinical assessment findings, diagnosis, and treatment records

  • Referral letters, imaging reports, or correspondence from other healthcare providers

  • Pregnancy status and obstetric history where relevant to your care

  • Any other health information necessary to provide you with safe and appropriate care

Website information

  • Information submitted via our online contact or booking form

  • General analytics data collected by our website platform (Squarespace) including pages visited and device type — this data is not personally identifiable

04

How we collect your information

We collect your information in the following ways:

  • Directly from you — through our intake forms, during consultations, and via phone, email, or our website contact form

  • From other healthcare providers — with your consent, such as referral letters from your GP or specialist

  • From your emergency contact — only in the case of a medical emergency

  • Through our practice management software (Cliniko) — which is used to manage appointments, clinical notes, and billing

We will always collect your information with your knowledge and, where required, your consent.

05

Why we collect your information

Your information is collected and used for the following purposes:

  • To provide you with safe, appropriate, and high-quality osteopathic care

  • To maintain accurate and complete clinical records

  • To communicate with you regarding your appointments and care

  • To process payments and manage billing, including Medicare and health fund claims

  • To refer you to or communicate with other healthcare providers involved in your care, with your consent

  • To comply with our legal and professional obligations as a registered health practitioner

  • To respond to enquiries submitted via our website or contact form

We will not use your information for any purpose other than those listed above without your consent, unless required or permitted by law.

06

Who we may share your information with

Your personal and health information is treated as strictly confidential. We will only disclose your information in the following circumstances:

  • To other healthcare providers involved in your care — with your knowledge and consent

  • To Medicare Australia or your private health insurer — for the purpose of processing claims

  • To AHPRA or other regulatory bodies — where required by law

  • To our practice management software provider (Cliniko) — for the purpose of storing clinical records and managing appointments. Cliniko is compliant with Australian privacy law.

  • In an emergency — to emergency services or your nominated emergency contact where necessary to protect your life or safety

  • Where we are required or authorised to do so by law

We will never sell, rent, or trade your personal information to any third party.

07

How we store and protect your information

Your clinical records are stored securely within Cliniko, a cloud-based practice management system that uses industry-standard encryption and security measures. Cliniko stores data on servers located in Australia and is compliant with the Australian Privacy Act.

Paper records, where used, are stored in a secure, locked location and accessible only to authorised personnel.

We take all reasonable steps to protect your information from misuse, interference, loss, unauthorised access, modification, or disclosure.

Retention of records

In accordance with Victorian law and AHPRA guidelines, health records are retained for a minimum of:

  • 7 years from the date of last entry for adult patients

  • Until the patient turns 25 years of age (or 7 years from the date of last entry, whichever is longer) for patients who were minors at the time of treatment

After this period, records are destroyed in a secure manner.

08

Your rights

You have the right to:

  • Access the personal and health information we hold about you

  • Request that inaccurate or incomplete information be corrected

  • Request that we restrict the use or disclosure of your information in certain circumstances

  • Withdraw consent for the use or disclosure of your information (noting that this may affect our ability to provide you with care)

  • Make a complaint about the way we handle your information

To exercise any of these rights, please contact us using the details below. We will respond to all requests within a reasonable timeframe and in accordance with our legal obligations.

09

Accessing or correcting your information

You may request access to the health records we hold about you at any time. Requests should be made in writing to isabella@milduraosteo.com.au. We will respond within 30 days.

In some limited circumstances, we may be unable to provide access to certain information — for example, where providing access would pose a serious threat to your health or safety, or the health or safety of others. In such cases, we will explain the reason for our decision in writing.

If you believe any information we hold about you is inaccurate, incomplete, or out of date, please contact us and we will take all reasonable steps to correct it.

10

Making a complaint

If you have a concern about the way Mildura Osteo has handled your personal or health information, we encourage you to contact us directly in the first instance so that we can work to resolve your concern.

If you are not satisfied with our response, you may lodge a complaint with:

Office of the Australian Information Commissioner (OAIC)

Health Complaints Commissioner Victoria (HCC)

AHPRA

11

Updates to this policy

This Privacy Policy may be updated from time to time to reflect changes in legislation, our practice, or the way we handle information. The most current version will always be available on our website at milduraosteo.com.au.

This policy was last reviewed and updated in March 2026.

Privacy enquiries

For any questions, concerns, or requests relating to your privacy or the information we hold about you, please contact our Privacy Officer directly.

Name: Isabella Dimasi — Privacy Officer, Mildura Osteo

Email: isabella@milduraosteo.com.au

Phone: 0400 260 420

Address: 68 Orange Ave, Mildura VIC 3500