Privacy Policy

Privacy Use or disclosure of information

TRANSLATING AND INTERPRETING SERVICE If you need assistance contacting us or require translation, please call the Translating and Interpreting Service (TIS) on 13 14 50.

1. Introduction

Return 2 (“we”, “our”, “us”) is committed to protecting the privacy of personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and relevant State Health Records legislation. Each allied health discipline also practices in line with their relevant governing bodies.

We provide allied health services and collect and/or share personal information to support the provision of high-quality, individualised care. This policy sets out how we collect and treat your personal information. This includes information we have collected from people through our office, over the phone and over the internet.

2. What Information We Collect

We collect information directly from you wherever possible. If this is not possible, or in an emergency, we may also need to collect information from a nominated persons such as a family member, friend, carer, or other person who can help us to provide you with appropriate health care. We collect a range of information to assist in the provision of your care. 

This can included but not limited to:

  • Personal details: Name, date of birth, address, contact information, gender
  • Health information: Medical history, diagnoses, treatment notes, referrals, stakeholder letters
  • Funding information: NDIS participant details, Medicare numbers, private health or insurer information, SIRA information.
  • Emergency contact and next of kin
  • Other: Feedback, complaints, and service preferences

We only collect information necessary for service delivery, funding, or legal compliance.

3. How We Collect Information

We collect personal and health information through:

  • Intake forms, treatment notes, and consent forms (electronic and paper based)
  • Discussions with you, your guardians, or your support team
  • Referrals and reports from health professionals or agencies
  • Notes and observations from therapy sessions
  • Information may be collected in person, over the phone, or electronically.

4. How We Use Your Information

Your information is used to:

  • Provide allied health assessments and services
  • Coordinate care and referrals with other professionals
  • Communicate with you and your nominated contacts
  • Meet legal, professional, and funding obligations
  • Improve service quality and client outcomes
  • Manage appointments, billing, and service delivery

We do not use your information for direct marketing unless you explicitly consent.

5. Who We May Share Your Information With

We may share your information with:

  • Other health professionals involved in your care (e.g. GP, specialists, allied health practitioners, and other health practitioners)
  • Third parties such as the NDIS, Medicare, private insurers (with your consent)
  • Support coordination agencies, equipment suppliers and/or building companies
  • Legal or emergency services, when required by law or to prevent serious harm
  • IT service providers who manage our secure systems (under strict confidentiality agreements)
  • We will always seek your consent before sharing unless legally required.

Information will on be shared for purposes relating to the operation of our service and treatment of our participants, including funding, planning, safety, and quality improvement activities.

6. Storage and Security

Your information is stored securely in physical and electronic formats. We take reasonable steps to protect it from misuse, interference, loss, unauthorised access, modification, or disclosure. 

These steps include:

  • Secure electronic systems with password protection and encryption
  • Staff training on privacy and confidentiality
  • Secure storage of physical records

7. Access and Correction

You have the right to:

  • Access the personal and health information we hold about you
  • Request corrections to any inaccurate or incomplete information
  • Requests must be made in writing to our Privacy Officer. We may ask for identification before releasing information.

8. Retention and Destruction

We retain client records in accordance with legal and professional obligations. Health records are generally kept for at least 7 years, or until a minor turns 25, whichever is longer. When no longer required, records are securely destroyed.

9. Complaints and Concerns

If you believe your privacy has been breached, or you wish to make a complaint:

  • Contact our Privacy Officer at operations@return2.com.au
  • We will respond within 30 days.

If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC):    1300 363 992     www.oaic.gov.au

10. Updates to This Policy

We may update this policy from time to time. The most current version will be available on our website or by request.