Privacy Policy

1. Scope

COH Services Pty Ltd operates the COH Rehab rehabilitation brand and handles personal information in connection with this website, referral and consent forms, communications and rehabilitation services. This policy should be read together with any collection notice or consent form provided for a particular service.

COH Rehab manages personal information in accordance with applicable Australian privacy requirements, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply.

2. Information we collect

Depending on the referral or service, we may collect:

• identity and contact details, including name, date of birth, address, telephone number and email address
• claim, insurer, funding and referral information
• health, injury, disability, functional-capacity and treatment information
• details about treating practitioners, referrers, support people and other relevant stakeholders
• documents, correspondence, assessment findings, service notes and reports
• feedback, enquiries and complaint information
• basic website and security information, such as IP address, browser type and technical logs collected by our hosting providers.

We generally collect information directly from the individual or from an authorised referrer such as an insurer, treating practitioner or other health professional. We may also receive information from nominated representatives, service providers and other parties where the individual has consented or collection is otherwise permitted by law.

3. Why we collect and use information

We collect, hold and use information to:

• receive, triage and respond to referrals and enquiries
• assess service suitability, risks, accessibility needs and funding arrangements
• provide rehabilitation, occupational therapy and related coordination services
• communicate with the individual and relevant stakeholders
• prepare reports, recommendations and service records
• manage administration, accounts, quality, safety, complaints and professional obligations
• comply with legal requirements and respond to lawful requests.

We do not use health information for direct marketing unless the individual has specifically agreed or the use is otherwise permitted by law.

4. When we disclose information

Where relevant and authorised, information may be disclosed to the individual, their insurer or funder, referrer, treating practitioners, nominated representatives and other members of the agreed care or rehabilitation team. We may also disclose information to professional advisers, technology and records providers, regulators or other parties where required or permitted by law.

Our online referral and consent forms are hosted by Jotform. Information entered into those forms is processed through Jotform's systems. Jotform and some other technology providers may process or store information outside Australia. Their locations and practices can change; please review Jotform's privacy information or contact us for current information before submitting sensitive material.

5. Storage, security and retention

COH Rehab takes reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include access controls, secure systems, staff confidentiality requirements and careful handling of clinical records. No online transmission or storage method can be guaranteed to be completely secure.

Information is retained for as long as reasonably required for the purpose for which it was collected and to meet applicable clinical, insurance, professional and legal record-keeping obligations. When information is no longer required, reasonable steps are taken to securely destroy or de-identify it where lawful.

6. Anonymity and incomplete information

You may make a general enquiry without providing clinical details. However, COH Rehab will usually need identifying, claim and health information to assess or provide a rehabilitation service. If required information is not provided, we may be unable to accept or progress a referral.

7. Access and correction

You may ask to access personal information COH Rehab holds about you or request correction if it is inaccurate, incomplete or out of date. Some exceptions may apply. Send your request to Charlie@cohrehab.com.au. We may need to verify your identity before responding.

8. Privacy enquiries and complaints

If you have a privacy question or complaint, email Charlie@cohrehab.com.au with enough detail for us to investigate. We will acknowledge and respond within a reasonable period. If you are not satisfied, you may contact the Office of the Australian Information Commissioner.

9. Changes to this policy

We may update this policy when our services, systems or legal obligations change. The current version will be published on this page with its last-updated date.