Privacy Policy
Last updated: 19/05/2026
Balance Chiropractic (also trading as Balance Clinics) respects your privacy and takes the protection of your personal information seriously. This policy explains what information we collect, how we use it, who we share it with, and what your rights are.
This policy applies to information we collect through our clinic, our website (balancechiro.com.au), our social media pages, our online booking systems, and any digital advertising forms you complete (including Facebook and Instagram lead forms).
We handle your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Because we are a health service provider, we are bound by the Privacy Act regardless of our size.
1. Who we are
Balance Chiropractic is a registered chiropractic clinic operating in Cairns, Queensland.
Business name: Balance Chiropractic
ABN: 95 675 615 102
Clinic address: 226 Mulgrave Road, Westcourt, 4870
Phone: (07) 4220 9177
Email: admin@balancechiro.com.au
Website: www.balancechiro.com.au
Our practitioners are registered with the Chiropractic Board of Australia under the Australian Health Practitioner Regulation Agency (AHPRA).
2. The information we collect
We collect the following categories of information, depending on how you interact with us.
Personal information (general):
Name, date of birth, and gender
Contact details (phone, email, postal address)
Emergency contact details
Payment information (handled through secure payment processors)
Information about how you found us
Health information (sensitive information under the Privacy Act):
Medical history relevant to chiropractic care
Current symptoms, complaints, and concerns
Examination findings and clinical notes
Treatment notes, progress records, and care plans
Medications, allergies, and other healthcare providers involved in your care
X-rays, scans, or other diagnostic imaging you provide or that we refer you for
Information collected through our website and online forms:
Information you submit through our contact form, booking form, or lead generation forms (including Facebook and Instagram Instant Forms)
Information about your device, IP address, and browsing behaviour (collected through cookies and analytics tools)
Communications you send us through email, social media, or messaging platforms
Information collected through advertising platforms: When you complete a lead generation form on Facebook or Instagram in response to one of our ads, Meta provides us with the information you choose to submit, which may include your name, email, phone number, and answers to any custom questions on the form. Meta's own handling of that information is governed by Meta's Privacy Policy.
3. How we collect your information
We collect information in the following ways:
Directly from you when you make an enquiry, book an appointment, attend a consultation, or complete a form (paper, online, or via social media).
From other healthcare providers if you authorise us to request your records.
Through your use of our website via cookies and analytics tools (see Section 8).
Through third-party platforms such as Facebook, Instagram, and Google when you interact with our ads or pages.
If you provide us with information about another person (such as an emergency contact or family member), you must have that person's consent to share their details with us.
4. Why we collect your information
We collect and use your information for the following purposes:
To provide chiropractic care and related health services
To make and confirm appointments and send reminders
To communicate with you about your care
To process payments and issue receipts and invoices
To comply with our legal and professional obligations (including record-keeping requirements under AHPRA guidelines)
To respond to your enquiries
To send you information about our services where you have opted in to receive it
To improve our website, services, and patient experience
To monitor and improve our advertising performance
If you submit your details through one of our lead forms, we will contact you by phone, SMS, or email to follow up about booking an appointment.
5. How we use and disclose your information
We do not sell your personal information. We only disclose your information in the following circumstances:
To our practitioners and clinic staff who need access to provide your care and run the clinic.
To other healthcare providers involved in your care, with your consent (for example, your GP or a specialist).
To Medicare, private health funds, or DVA for the purposes of processing claims, where applicable.
To service providers who help us operate the clinic, including IT and software providers, booking systems, payment processors, accounting and bookkeeping, marketing platforms, and cloud storage providers. These providers are required to handle your information consistently with this policy.
Where required or authorised by law, including in response to a subpoena, court order, or regulatory request from AHPRA or other authorities.
In the event of a serious threat to your life, health, or safety, or the life, health, or safety of another person.
Some of our service providers may store data overseas (for example, cloud platforms with servers outside Australia). We take reasonable steps to ensure overseas providers handle your information in line with the Australian Privacy Principles.
6. Health information and your clinical records
Health information is treated as sensitive information under the Privacy Act and is given an additional layer of protection.
We will only collect health information from you with your consent or as otherwise permitted by law. You are not legally required to provide your health information, but if you choose not to, we may not be able to provide you with appropriate care.
Your clinical records are retained for a minimum of seven years after your last appointment, in line with Chiropractic Board of Australia guidelines. For patients under 18 at the time of their last visit, records are retained until they reach the age of 25, or for seven years after their last appointment, whichever is later.
After the retention period, records are securely destroyed.
7. Storage and security
We store your information in a combination of paper and electronic formats. Electronic records are held in secure, password-protected systems with access restricted to authorised personnel only.
We take reasonable steps to protect your information from unauthorised access, modification, disclosure, loss, or misuse. These steps include:
Secure premises and locked filing for paper records
Password protection, multi-factor authentication, and access controls for digital records
Encryption of data in transit and at rest where appropriate
Staff training on privacy and confidentiality
Regular review of our systems and processes
In the unlikely event of a data breach that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) in line with the Notifiable Data Breaches scheme.
8. Website cookies and analytics
Our website uses cookies and similar technologies to:
Remember your preferences and improve your browsing experience
Understand how visitors use our site (via analytics tools such as Google Analytics)
Measure the performance of our advertising (via the Meta Pixel and similar tools)
The Meta Pixel may share information with Meta about your visit to our website. This helps us understand which ads are working and may be used to show you relevant ads on Facebook and Instagram. You can adjust your ad preferences in your Facebook and Instagram settings.
You can disable cookies through your browser settings, though some parts of our site may not function correctly without them.
9. Marketing communications
If you have opted in, we may send you information about our services, special offers, health tips, and clinic updates by email, SMS, or social media.
You can opt out at any time by:
Clicking the unsubscribe link in any of our marketing emails
Replying STOP to a marketing SMS
Contacting us directly using the details in Section 11
Opting out of marketing communications does not affect communications that relate directly to your care (such as appointment confirmations and clinical follow-ups).
10. Your rights: access, correction, and complaints
You have the right to:
Access the personal information we hold about you
Correct any information that is inaccurate, out of date, or incomplete
Request a copy of your clinical records (a reasonable fee may apply for the time and cost of preparing copies, in line with AHPRA guidance)
Make a complaint if you believe we have mishandled your information
To make a request or complaint, contact us using the details in Section 11. We will respond within a reasonable time, generally within 30 days.
If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner:
Website: www.oaic.gov.au
Phone: 1300 363 992
You can also contact the AHPRA in relation to concerns about a registered practitioner:
Website: www.ahpra.gov.au
Phone: 1300 419 495
11. Contact us
If you have any questions about this policy or about how we handle your information, please contact us:
Email: ash@balancecairns.com.au
Phone: (07) 4220 9177 - Please request to speak with Practice Manager
Post: 226 Mulgrave Road, Westcourt, 4870
12. Changes to this policy
We may update this policy from time to time. The most current version will always be available on our website, with the "Last updated" date at the top of the page reflecting when it was last changed.
If we make significant changes that affect how we use your existing information, we will let you know directly where possible.
This policy was last reviewed on 19/05/26.