Privacy Policy

1. The types of information we collect

The information we collect depends on how you interact with us and the services you request.

We may collect personal information including:

• your name, date of birth, contact details and emergency contact details
• enquiry details submitted through our website, email, phone, forms or social media
• billing and payment information
• appointment, attendance and service history
• information about your goals, preferences and circumstances relevant to your care
• information provided by referrers, treating practitioners, insurers, employers, family members, carers or support people, where relevant and appropriate
• records of communication with you, including emails, messages, forms and notes

We may also collect health information, including:

• medical history, diagnoses, injuries, symptoms and medication information
• lifestyle, exercise, sleep, recovery, nutrition and stress-related information
• exercise testing, physical assessment and performance data
• blood pressure, heart rate, body composition and other physiological measures
• information from wearables, apps, continuous glucose monitors, pathology, DEXA, VO2max testing or other health and performance assessments, where you choose to provide this information or consent to us accessing it
• clinical notes, reports, programs, recommendations and progress reviews
• images, videos or movement recordings where needed for assessment, programming, education or clinical review

Health information is sensitive information. We only collect sensitive information where it is reasonably necessary for our services and where you have consented, or where another legal basis applies.

2. How we collect information

We usually collect information directly from you, including when you:

• visit our website
• complete an enquiry form, intake form, consent form or assessment form
• contact us by email, phone, message, video call or social media
• attend a consultation, assessment, training session or review
• provide information through wearable devices, apps, testing providers or health platforms
• subscribe to updates, resources or marketing communications

We may also collect information from third parties where it is relevant to your care or our services, including:

• general practitioners, specialists, allied health practitioners or other treating providers
• pathology, imaging, testing, wearable, health platform or software providers
• insurers, funding bodies or other organisations involved in funding or coordinating your services
• employers or corporate program organisers, where you are participating in a workplace health program
• parents, guardians, carers or authorised representatives
• publicly available sources, where relevant and appropriate

Where practical, we will collect health information directly from you. Where we collect information from someone else, we will only do so where you have consented, where you would reasonably expect us to do so, or where we are otherwise permitted or required by law.

3. Website data, cookies and analytics

When you visit our website, we may automatically collect technical and usage information, including:

• IP address
• browser type
• device information
• pages visited
• time spent on the website
• referring website or search terms
• general location information
• cookies or similar tracking technologies

We use this information to operate the website, improve user experience, understand how people find and use our website, measure marketing performance and maintain website security.

Our website, hosting, analytics, advertising, email or form tools may use cookies or similar technologies. You can usually manage cookies through your browser settings, although disabling cookies may affect how parts of the website function.

4. Why we collect, use and disclose information

We collect, hold, use and disclose personal information for purposes including:

• responding to enquiries
• assessing whether our services are appropriate for you
• booking and managing appointments
• providing Exercise Physiology, health performance, assessment, monitoring, reporting and coaching services
• preparing programs, plans, clinical notes, letters and reports
• communicating with you about your care, progress, bookings and account
• coordinating with other health professionals or service providers involved in your care
• managing billing, payments, administration and business records
• meeting professional, legal, insurance, audit and regulatory obligations
• improving our services, systems, website and client experience
• sending resources, updates or marketing communications where permitted
• preparing de-identified or aggregated insights for internal review, education, quality improvement or service development

We do not sell your personal information.

We do not use your health information for unrelated marketing without your consent.

5. Disclosure to third parties

We may disclose personal information where reasonably necessary for the purposes described in this Privacy Policy, including to:

• treating health professionals, referrers or other providers involved in your care
• testing, pathology, wearable, body composition, software or health platform providers
• administrative, IT, email, website, cloud storage, booking, payment and professional service providers
• insurers, funding bodies, employers or corporate program organisers, where relevant and appropriate
• legal, accounting, insurance, audit or professional advisers
• regulatory bodies, government agencies, courts or law enforcement where required or authorised by law
• another person or organisation with your consent
• a person responsible for you, such as a parent, guardian, carer or authorised representative, where appropriate

Where we use external service providers, we take reasonable steps to ensure they handle personal information appropriately and only for authorised purposes.

6. Corporate and workplace programs

Where Longevico provides services through an employer, school, organisation or corporate health program, we will take care to separate individual health information from general program administration.

Unless you have consented or we are legally required to do so, we will not provide your individual health records, clinical results or private health information to your employer or organisation.

We may provide de-identified or aggregated reporting to an organisation, such as participation numbers, general trends or program outcomes, provided this does not reasonably identify you.

7. Digital tools, AI-assisted systems and health technology

Longevico may use secure digital tools to support administration, note preparation, reporting, program delivery, health monitoring, communication and service improvement.

This may include clinical software, email systems, cloud storage, wearable platforms, health dashboards, transcription tools, analytics tools or AI-assisted systems.

Where AI-assisted tools are used, they are used to support administrative, drafting, review or service-delivery workflows. They do not replace professional judgement and are not used to make autonomous clinical decisions.

Where a tool requires access to personal information or health information, we take reasonable steps to assess privacy and security risks and to limit the information used to what is necessary for the relevant purpose.

Where specific consent is required, we will seek it before using your information in that way.

8. Overseas disclosure

Some of the technology providers, software platforms, cloud services or support providers we use may store or process information outside Australia.

Where we disclose personal information to an overseas recipient, we take reasonable steps to ensure that the recipient handles the information in a way that is consistent with Australian privacy requirements, unless an exception applies.

Countries where information may be stored or processed may include Australia, the United States, the European Union and other countries where our service providers or their subprocessors operate.

We do not represent that all personal information or health information will be stored only in Australia.

9. Security of personal information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

These steps may include:

• secure digital systems and access controls
• password protection and multi-factor authentication where available
• limiting access to people who need the information for their role
• staff and contractor confidentiality obligations
• secure storage of clinical and business records
• secure disposal or de-identification of information when it is no longer required
• reviewing technology providers before using them for sensitive information
• maintaining procedures for suspected data breaches

No method of transmission or electronic storage is completely secure. Please take care when sending sensitive information by email, SMS or online forms.

10. Data breaches

If we become aware of a suspected or confirmed data breach involving personal information, we will take steps to contain, assess and respond to the breach.

Where required under the Notifiable Data Breaches scheme, we will notify affected individuals and the Office of the Australian Information Commissioner.

11. Accessing and correcting your information

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

You may also ask us to correct information if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding to an access or correction request. In some circumstances, we may refuse access or correction where permitted by law, such as where providing access would affect another person's privacy, create a serious risk to health or safety, or be unlawful.

We aim to respond to access and correction requests within a reasonable time.

Privacy requests can be sent to:

Privacy Officer
Longevico Pty Ltd
Email: admin@longevico.com.au

12. Retention of records

We retain personal information and health information for as long as reasonably necessary for the purposes for which it was collected, and as required by law, professional standards, insurance, clinical governance or business record-keeping obligations.

Health records may need to be retained for extended periods.

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

13. Marketing communications

We may use your contact details to send you updates, resources, invitations, service information or marketing communications where permitted by law.

You can unsubscribe from marketing communications at any time by using the unsubscribe option, replying to the message, or contacting us directly.

Even if you unsubscribe from marketing, we may still contact you about appointments, services, accounts, clinical matters, legal obligations or important administrative issues.

14. Photos, videos and testimonials

We may collect photos, videos or movement recordings where they are relevant to assessment, programming, clinical review, education or service delivery.

We will not use identifiable photos, videos, testimonials, case studies or personal stories for marketing or public-facing purposes without your consent.

You may withdraw consent for future use of marketing material by contacting us. Withdrawal may not always allow us to remove material that has already been lawfully published or distributed, but we will take reasonable steps where practical.

15. Anonymity and pseudonyms

You may interact with us anonymously or using a pseudonym where practical, such as when making a general website enquiry.

However, we may need to identify you to provide health services, maintain accurate clinical records, verify your identity, process payments, meet legal obligations or communicate safely with other providers involved in your care.

16. Children and young people

Where we provide services to children or young people, we may collect personal information and health information from the child or young person, their parent or guardian, and other relevant providers.

We will consider the child or young person's age, maturity, circumstances and legal requirements when handling consent, access, communication and disclosure.

17. Links to other websites

Our website may contain links to third-party websites, platforms or resources.

We are not responsible for the privacy practices, security or content of third-party websites. You should review the privacy policy of any third-party website or platform before providing personal information.

18. Complaints

If you have concerns about how we have handled your personal information, please contact us first so we can try to resolve the issue.

Privacy complaints can be sent to:

Privacy Officer
Longevico Pty Ltd
Email: admin@longevico.com.au

Please include enough detail for us to understand and investigate your concern.

We aim to acknowledge and respond to privacy complaints within a reasonable time.

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

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, technology providers or privacy practices.

The updated version will be published on our website with the updated date. We encourage you to review this policy periodically.