Last Updated: 11/2025

Wello Occupational Therapy (“Wello OT”, “we”, “our”, “us”) is committed to protecting your privacy and ensuring your personal information is handled safely, respectfully, and in accordance with Australian privacy law, including the Privacy Act 1988 (Cth) and the

Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, store, and disclose your personal information when you engage our Occupational Therapy services or use our website.

1. What Information We Collect

We collect personal and sensitive information necessary to provide Occupational Therapy services. This may include:

Personal Information

• Name, date of birth, gender

• Address, phone number, email

• Emergency contacts or family/carer details

• NDIS number and plan details

• DVA or Support at Home program information

Sensitive & Health Information

• Medical history, diagnoses, and reports

• Functional assessment results

• Mobility, cognitive, or psychosocial information

• Records of therapy sessions and progress

• Assistive technology needs and recommendations

• Home environment and safety information

Website & Digital Information

• Contact form submissions

• Email communications

• Cookies and basic analytics (e.g., page views, device type)
  We do not collect or store credit card information.

2. How We Collect Information

We may collect information through:

• Direct conversations, assessments, and consultations

• Referral information from support coordinators, GP clinics, allied health providers, care managers, or family/carers

• Email, phone calls, SMS, and online forms

• NDIS plan documentation

• Home visits, community sessions, or telehealth appointments

You may choose not to provide certain information, but it may affect our ability to deliver services safely or accurately.

3. Why We Collect Your Information

We collect and use your personal information to:

• Provide Occupational Therapy assessments and interventions

• Prepare reports for NDIS, Support at Home, DVA, or other funding bodies

• Recommend home modifications, assistive technology, and supports

• Communicate with you, your support network, and health professionals (with consent)

• Coordinate care with support coordinators, plan managers, carers, or family members

• Manage appointments, billing, and administrative tasks

• Meet legal, clinical, and professional obligations

• Improve our website and service quality

We will always obtain consent before collecting, using, or sharing sensitive information unless required by law.

4. How We Store and Protect Your Information

Your information is stored securely in encrypted digital systems and/or secure physical files.
We use safeguards to protect your data, including:

• Password-protected systems

• Encrypted cloud storage

• Secure email systems

• Access limited to authorised staff only

• Compliance with AHPRA and relevant clinical record-keeping standards

We retain records for the minimum period required by law (usually 7–15 years depending on age and context).

5. When We Share Information

We may share your information with:

• Support coordinators, plan managers, or care managers

• Other healthcare professionals involved in your care

• Funding bodies such as NDIS, DVA, Support at Home program

• Service providers (e.g., builders for home mods, equipment suppliers)

• Legal or regulatory authorities when required

We do not sell, rent, or trade your personal information.

Information is only shared:

• With your consent, or

• When required by Australian law (e.g., serious safety concerns or mandatory reporting obligations).

6. Your Rights

You have the right to:

• Access your personal information

• Request corrections to inaccurate or outdated information

• Withdraw consent (where applicable)

• Ask how your information is used or stored

• Make a privacy complaint

To request access or corrections, contact us using the details below.

7. Website Privacy & Cookies

Our website may use:

• Basic analytics (e.g., Google Analytics)

• Cookies for performance or user experience

• Contact forms to collect your submitted details

We do not use tracking technologies for advertising or profiling.

8. Third-Party Services We Use

We may use third-party software providers to deliver our services, such as:

• Email providers

• Practice management software

• Secure cloud storage

• Accounting or invoicing programs

These providers are required to maintain privacy standards consistent with Australian privacy law.

9. Telehealth Privacy

Telehealth sessions comply with the same privacy and confidentiality standards as face-to-face care.

We recommend:

• Using a private space

• A stable internet connection

• Avoiding public Wi-Fi

10. Making a Complaint

If you have a privacy concern, please contact us directly. We aim to resolve all concerns promptly and respectfully.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

11. Contact Us

Wello Occupational Therapy
📧 Email: danni@wellotherapy.com.au
📞 Phone: 0449 944 847
📍 Servicing: Metro Melbourne