Privacy Policy

Updated on 10 October 2026

Pollinate Ventures Pty Ltd, trading as Pollinate Health (“we”, “us”), runs a physiotherapy clinic at 320 Park St, Carlton North VIC 3054. This policy explains what personal information we collect, why, and how we look after it.

We follow the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records Act 2001 (Vic).

The information we collect

• Your name, date of birth, address, phone number and email address.
• Your health information: your medical history, symptoms, assessment findings, treatment notes, imaging and reports.
• Referral details from your GP, specialist or other health practitioner.
• Medicare, private health insurance, NDIS, TAC, WorkSafe or DVA details, where they apply to your care.
• Payment details. Card payments are processed by our payment provider. We do not keep full card numbers.
• An emergency contact, if you give us one.
• Information about how you use our website (see “Our website” below).

How we collect it

• From you, when you book, fill in forms, attend appointments, call or email us.
• From people involved in your care, such as your GP, specialist, NDIS plan manager or insurer, with your consent or where the law allows.
• From our website, through cookies and similar tools.

You can use a pseudonym or stay anonymous for general enquiries. We need your real name to treat you and to make claims on your behalf.

Why we collect it

• To assess, diagnose and treat you.
• To communicate with other health practitioners involved in your care.
• To manage appointments, reminders, invoices and claims with Medicare, health funds, NDIS, TAC, WorkSafe or DVA.
• To meet our legal and professional obligations, including keeping clinical records.
• To improve our services and our website.
• To send you news or information about our services, if you have agreed. You can unsubscribe at any time.

We only use your health information for your care and for purposes you would reasonably expect, unless you consent or the law requires or allows it.

AI note-taking

Some of our physiotherapists use CliniScribe to transcribe appointments and help write clinical notes. We ask for your consent before recording. You can say no, and it will not affect your care. CliniScribe says it deletes the recording and transcript once the note is written. Your physiotherapist checks every AI-drafted note before it is finalised in your record.

Who we share it with

• Health practitioners involved in your care, such as your GP or specialist.
• Medicare, health funds, the NDIS or your plan manager, TAC, WorkSafe or DVA, for claims you ask us to make.
• Service providers who help us run the clinic, under confidentiality obligations, including:
  • Cliniko, our practice management and online booking system. Cliniko stores our data in Australia. Cliniko privacy policy
  • CliniScribe, an AI tool that helps our physiotherapists write clinical notes from appointment audio. CliniScribe privacy policy
  • VALD, for home exercise programs. VALD privacy policy
  • Microsoft 365, for email and documents. Microsoft privacy statement
  • Xero, for accounts. Xero privacy policy
  • Google, for our website analytics and advertising (see below). Google privacy policy
• Anyone else when the law requires it, or to lessen a serious threat to someone’s life, health or safety.

We do not sell personal information.

Information stored overseas

Some of our service providers store or process information outside Australia. Google processes website and advertising data in the United States and other countries. CliniScribe may process information in the United States. VALD may store or process information in the United States, the United Kingdom and Europe. We take reasonable steps to make sure these providers protect your information in line with Australian privacy law.

We do not send your name, contact details, the reason for your visit or any other health information to Google or any advertising service.

Our website

Our website uses cookies and similar tools to understand how people use it and to measure our advertising.

• Google Analytics records the pages you visit, how you arrived (for example, from a Google search or an ad), your device type and approximate location. We use it to improve the website. It does not tell us who you are. We have set it to exclude visits from our own clinic.
• Google Ads records when someone who clicked one of our ads presses a booking button or makes a booking. This tells us which ads work. Google may also use cookies to show our ads to people who have visited our website.
• Page speed. We measure how quickly our pages load for visitors. This does not identify you.

Our online booking form is provided by Cliniko and may show its own cookie notice.

You can control cookies in your browser settings. You can opt out of personalised Google ads at adssettings.google.com, and out of Google Analytics with Google’s opt-out browser add-on. See our Cookies policy for more detail.

Keeping your information secure

We store records electronically in secure systems with access limited to staff who need it. We use passwords and two-step sign-in, and we train staff on privacy. Paper documents are scanned and then securely destroyed.

We keep health records for at least 7 years after your last visit, or until a patient who was a child turns 25, whichever is later, as the Health Records Act 2001 (Vic) requires. After that we destroy or de-identify them securely.

Accessing and correcting your information

You can ask for a copy of your records, or ask us to correct information that is wrong. Contact us using the details below. We will respond within 30 days. We may charge a reasonable fee for copying, never for making a request. In limited cases the law allows us to refuse access; if we do, we will tell you why in writing.

Data breaches

If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.

Questions and complaints

Contact our Privacy Officer:

• Email: jimmy.goulis@pollinatehealth.com.au
• Phone: 03 7046 6082
• Post: 320 Park St, Carlton North VIC 3054

We will respond to a complaint within 30 days. If you are not satisfied, you can contact:

• The Office of the Australian Information Commissioner: oaic.gov.au, 1300 363 992.
• The Health Complaints Commissioner (Victoria): hcc.vic.gov.au, 1300 582 113.

Changes to this policy

We review this policy from time to time. The current version is always on this page.