Simply Health Group, Ethics, Privacy and Compliance

Our commitment to ethical conduct, privacy protection, clinical governance, regulatory compliance and responsible website use.

Ethics, Privacy and Compliance Statement

Commitment to Safe and Ethical Services

Simply Health Group Pty Ltd is committed to providing safe, respectful and high-quality allied health and support services.

We provide dietitian and occupational therapy services across NDIS, aged care, private health, medical centre, community, home visit, business workplace and office settings.

We are committed to high standards of ethical conduct, privacy protection, clinical governance and regulatory compliance. Ethics, governance and compliance are part of our daily practice. They help us maintain trust, act transparently and deliver services responsibly.

Where services are provided under the NDIS, we comply with the NDIS Code of Conduct, NDIS Practice Standards and relevant incident, complaints, privacy, safeguarding and reporting obligations.

Where services are provided in aged care, private health, corporate health, workplace wellness or private allied health settings, we comply with the relevant legal, professional, funding and service agreement obligations that apply to those services.

This website statement summarises our approach. Full governance, privacy, complaints, incident management and safety policies are available on request.

To request a copy of our compliance or governance policies, please contact us on 1300 380 694.

Website Information Security and Privacy Statement

This statement explains how Simply Health Group Pty Ltd collects, uses, stores, discloses and protects personal information provided through our website and related service platforms.

We are committed to protecting your privacy. When you use our website, submit an enquiry, contact us, attend an appointment, receive services, or engage with our service platforms, we will handle your personal information securely and in accordance with this statement.

This statement may be updated from time to time. The current version will always be available on our website.

Information We Collect

We may collect personal information including:

• Your name
• Email address
• Phone number
• Address or postcode
• Date of birth where required for service delivery or identification
• Information relevant to your enquiry, referral, booking or service
• Information provided through surveys, feedback forms or contact forms
• Health information relevant to assessment, treatment, care planning or support delivery
• Information provided during appointments or through our service platforms, including Splose
• Billing, payment, funding, NDIS, aged care or administrative information
• Feedback, complaints and incident-related information
• Information provided by referrers, carers, guardians, nominees, support coordinators, plan managers, insurers, employers or other health providers

We only collect information that is reasonably necessary for our services, administration, legal obligations, professional obligations, regulatory obligations or business operations.

Consent

By engaging with our services, submitting information through our website, attending an appointment, using our service platforms, or providing information to us, you consent to Simply Health Group Pty Ltd collecting, using and handling your personal and health information for the purposes of providing care, managing appointments, communicating with you, maintaining records, billing, administration and meeting legal, professional and regulatory obligations.

We may obtain consent through service agreements, consent forms, verbal discussion, written communication, website submissions or other appropriate methods. Where verbal consent is provided, we may document this in our records.

You may withdraw consent where permitted by law. However, this may affect our ability to provide services safely or effectively.

How We Use This Information

We use the information we collect to:

• Provide healthcare, allied health and support services
• Respond to enquiries
• Manage referrals, bookings and appointments
• Maintain clinical and client records
• Coordinate care with authorised people and providers
• Process billing, claims, payments and administration
• Communicate with referrers, carers, guardians, authorised representatives, plan managers, insurers, support coordinators, employers and other providers where appropriate
• Manage complaints, feedback, incidents and service improvement
• Improve our services and client experience
• Communicate service updates, where you have consented or where permitted by law
• Meet our legal, professional, funding and regulatory obligations

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

We will only disclose your personal information to third parties where required by law, where needed to provide services, where you have consented, where needed to manage safety or risk, or where otherwise permitted under Australian privacy law.

Disclosure to Other Providers and Third Parties

We may disclose personal or health information to other health practitioners, referrers, support providers, aged care providers, schools, employers, workplace representatives, funding bodies, plan managers, insurers, government agencies, professional advisers, technology providers or regulatory bodies where this is necessary to provide services, coordinate care, manage risk, process payments, meet legal obligations, or where you have consented.

We will only disclose information where permitted or required by law.

De-identified Information

We may use de-identified information for supervision, training, internal quality activities, audit, service review and business improvement. This means the information is used in a way that does not identify you.

Health Information and Confidentiality

Health Information

Health information is sensitive information under Australian privacy law.

We take extra care when collecting, using, storing and disclosing health information. Health information may be collected during appointments, referrals, assessments, treatment, care planning, communication with providers, or through secure service platforms.

We recommend that you do not include detailed or sensitive health information in general website enquiry forms.

If you need to provide confidential information, please contact us so we can offer a more secure communication option.

Confidentiality

We expect all staff, contractors, students, volunteers and authorised personnel to protect confidential information.

Staff and contractors must only access information needed to perform their duties. They must not discuss, copy, remove, reuse, redistribute or reproduce confidential information for personal use.

Suspected privacy or security breaches must be reported to management immediately.

Limits to Confidentiality

We respect your privacy and confidentiality. However, there may be circumstances where we are required or permitted by law to disclose information without your consent.

This may include where there is a serious risk to health or safety, where child protection concerns arise, where disclosure is required by a court, subpoena or law enforcement process, where mandatory reporting applies, or where we must meet professional, legal, funding or regulatory obligations.

Children, Guardians and Authorised Representatives

Where services are provided to children, young people or clients with authorised representatives, we may collect and communicate information through parents, guardians, carers, nominees or legally authorised representatives where appropriate and lawful.

We will consider the client’s privacy, capacity, consent, safety and best interests when handling this information.

Data Storage and Security

We use secure, cloud-based systems to manage and protect personal information.

Clinical records are stored in secure systems. Where our systems allow location selection, we use Australian hosting for clinical records where available and practicable.

Administrative information, such as referral documentation, may be stored on secure cloud infrastructure located outside Australia under privacy and security controls.

Administrative information may be stored on secure Google cloud infrastructure located in Europe. Where we use overseas cloud infrastructure, we take reasonable steps to ensure the handling of personal information is consistent with our obligations under the Australian Privacy Principles.

Information submitted through our website may also be processed or stored on secure cloud infrastructure located outside Australia, including Europe, under security and privacy controls.

Access to data systems is restricted to authorised personnel. We use security measures including encrypted storage, access controls, password protection, staff confidentiality obligations, secure platforms and ongoing security monitoring.

Service Platforms

We may use secure practice management, telehealth, communication and administration platforms to support service delivery.

These may include systems such as Splose, Microsoft Teams, Coviu, Google Business applications, email, phone, SMS and other approved service platforms.

AI Scribe and Audio-enabled Tools

We may use an AI scribe tool to support clinical note-taking.

Our AI scribe platform is Splose. The purpose of this tool is to assist with generating clinical notes for the health record.

We will not use an AI scribe or audio-enabled note-taking tool during a consultation without informing the client and obtaining consent where required.

We only use this information for providing healthcare, maintaining clinical records and supporting service delivery.

Record Retention

We retain personal and health information for as long as required by law, professional standards, funding requirements, insurance obligations and legitimate business needs.

When information is no longer required, we take reasonable steps to securely destroy or de-identify it.

Data Breaches

If a privacy or security breach occurs, we will take steps to contain, assess and respond to the breach.

Where required under the Privacy Act 1988 (Cth), we will notify affected individuals and the Office of the Australian Information Commissioner.

Website Use, Cookies and Electronic Communication

Website Enquiries

When you submit an enquiry through our website, your contact details and message are used to respond to your request.

Information submitted online may be processed or stored on servers located outside Australia under security and privacy controls.

Please avoid including detailed medical, clinical or sensitive information in website forms unless we have provided a secure method for doing so.

Electronic Communication and Telehealth

We may communicate with you by phone, email, SMS, online forms, telehealth platforms or client management systems.

Telehealth may be delivered by phone or video. We use platforms with appropriate security controls and document consent where required.

While we take reasonable steps to protect these communications, electronic communication can carry security and confidentiality risks.

Please let us know if you prefer a particular method of communication.

Cookies and Analytics

Our website may use cookies and analytics tools to understand visitor activity and improve website performance.

Cookies do not give us access to your device or personal information other than information you choose to provide.

You can disable cookies in your browser settings. Some website functions may not work properly if cookies are disabled.

External Links

Our website and social media pages may contain links to external websites.

We are not responsible for the privacy practices, security or content of external sites.

We recommend reviewing the privacy statement of any external website before providing personal information.

Access, Correction, Complaints and Feedback

Access and Correction

You may request access to the personal information we hold about you.

You may also ask us to correct your personal information if it is inaccurate, incomplete or out of date.

Please send privacy requests or complaints in writing to:

Simply Health Group Pty Ltd
PO Box 54
Bli Bli QLD 4560
Phone: 1300 380 694
Contact: Submit an enquiry through our contact page

We aim to respond to privacy-related requests and complaints promptly.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

Website: www.oaic.gov.au
Phone: 1300 363 992

Complaints and Feedback

We welcome complaints, compliments and feedback. Feedback helps us improve our services and identify risks, service gaps and training needs.

You can make a complaint about any service we provide, including allied health, NDIS, aged care, workplace, community or private services.

Complaints can be made by clients, participants, family members, carers, advocates, support coordinators, staff, workplace representatives or other stakeholders.

Making a complaint is free. You can complain anonymously, and making a complaint will not affect how you are treated or the services you receive.

Complaints can be made by phone, email, text message, face-to-face, in writing, through our website, through an advocate, or using an interpreter or communication support.

We aim to acknowledge complaints promptly, handle them fairly and resolve them within reasonable timeframes.

If you are not satisfied with our response, you may contact the NDIS Quality and Safeguards Commission, the Aged Care Quality and Safety Commission, the Office of the Australian Information Commissioner, a professional body, a state or territory health complaints body, or another relevant regulator.

Safety, Incidents and Service Continuity

Safe Services

Simply Health Group Pty Ltd is committed to providing safe services and reducing avoidable harm to clients, participants, workers, contractors and visitors.

We identify and manage risks across all environments where services are delivered, including medical centres, aged care facilities, client homes, community settings, business workplaces and office locations.

Where a safety issue, incident, near miss, infection risk or emergency occurs, we take steps to respond, report, review and improve our systems.

Incident Management

We maintain an incident management system to identify, record, manage and review incidents.

Where services are provided under the NDIS, reportable incidents are managed in line with NDIS reporting obligations.

Where services are provided in aged care, workplace, private health or other settings, we follow the relevant reporting, professional and safety obligations that apply.

Emergency and Disaster Management

We maintain emergency and disaster management arrangements to support safety, service continuity and recovery during disruptions.

Events may include severe weather, floods, bushfires, pandemics, power failures, IT outages, transport disruptions, medical emergencies, workplace emergencies or other critical incidents.

During disruptions, we prioritise client safety and supports that are critical to health and wellbeing. Where appropriate, we may offer telehealth, reschedule non-urgent appointments, provide interim guidance, or coordinate alternative arrangements.

Website Terms of Use

General Information Only

The information on this website is general information only. It is provided for educational and informational purposes.

Website content is not a substitute for professional medical, allied health, legal, financial, funding, aged care or emergency advice.

You should not rely on website content to diagnose, treat or manage a health condition, disability-related support need, funding issue, workplace matter or emergency situation.

If you need urgent medical help, call 000 or attend your nearest emergency department.

Website Content and Advertising

We do not guarantee specific health, therapy, functional, funding or service outcomes. Any examples, resources, service descriptions or educational information on this website are general and may not apply to your individual circumstances.

Individual outcomes vary and depend on personal, clinical, environmental, funding, support and other factors.

Any testimonials, case examples or feedback published on this website are used only where appropriate and lawful, and must not be taken as a guarantee that another person will experience the same outcome.

Responsible Website Use

By using this website, you agree not to misuse the website, attempt unauthorised access, upload harmful material, or use the website in a way that breaches any law.

We aim to keep website information accurate and up to date, but we do not guarantee that all information is complete, current or suitable for your individual circumstances.

To the extent permitted by law, Simply Health Group Pty Ltd is not liable for loss or damage arising from use of this website or reliance on its content.

These website terms are governed by the laws of Queensland, Australia.

Copyright Notice

All content on this website is copyright © Simply Health Group Pty Ltd, unless stated otherwise.

You may download or print extracts for personal use only.

No part of this website may be copied, reproduced, distributed or used for commercial purposes without our written consent.

Simply Health Group Pty Ltd, Ethics, Privacy and Compliance Statement