Privacy Policy
True Direction Health
Updated: 3 March 2026
1. Identity and Commitment
Welcome to True Direction Health (ABN: 21 106 174 622) (“TDH”, “we”, “us”, “our”).
This Privacy Policy explains how we collect, hold, use, protect and disclose personal information (including health information, which is sensitive information). We are committed to handling personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
2. the kind of information we collect
To safely assess your movement and build your strength programming, we may collect and hold the following details about you. Depending on our interactions, this includes:
Personal Details:
Your full name, date of birth, gender, residential/postal address, email address, phone number and emergency contact details.
Health & Sensitive Information:
Symptoms, injuries, diagnosis, medical history, relevant lifestyle information, treatment/management plans, outcomes, progress notes, exercise programs, assessments (including movement/mobility/endurance assessment notes), test results, referrals, specialist/clinical reports, and correspondence about your care.
Family / Carer Information:
Details about family members, carers, or responsible persons where relevant to your care or administration.
Billing Data:
Appointment history, invoices/receipts, payment details (to the extent required), private health fund/insurer details (including fund name, membership number, insurer details, and claims-related information where applicable), and communications about bookings or accounts.
Government Identifiers:
Medicare numbers, DVA numbers, and (where relevant) NDIS-related identifiers. We do not use government identifiers as our own identifier for you.
Website / Device Information:
IP address, browser type, device identifiers, pages visited, time and date of visits, referring pages, and interactions with our website content, forms or ads (where enabled).
Visual Media:
Progress photos and form-analysis videos (where relevant to your care and/or where you’ve consented).
3. How we collect and hold your information
We collect information in a few ways:
Directly from you:
In consultations, over the phone, via email/SMS, through online forms, when you book appointments, and when you download resources or opt into emails.
From responsible persons:
If you cannot provide information yourself (for example, due to capacity), we may collect it from a parent/guardian/carer or other responsible person where lawful.
From third parties:
With your consent (or where permitted/required by law), we may collect personal information from third parties involved in your care, such as referring practitioners, allied health professionals, insurers, gyms/facilities you train at, NDIS Plan Managers or other service providers. This can include information you provide to us from those third parties, or information that you ask a third party to send to us on your behalf (for example, reports, referral letters, or treatment summaries).
4. How we hold and store information
Your information is held securely across digital platforms and systems used for day-to-day operations, which may include:
- Practice records (notes and assessments)
- Email and messaging records
- Booking and invoicing records
- Secure cloud-based systems used for day-to-day operations
We use reasonable steps to protect information from misuse, interference, loss, and unauthorised access, modification or disclosure. See Data Quality, Security and Retention below.
5. why we collect and store your data
We collect, use and disclose personal information for the primary purpose of providing care and services, including to:
- Provide health and exercise services, assessments and coaching, and maintain continuity of care
- Communicate with you about appointments, programs, progress, and admin matters
- Communicate with other health professionals involved in your care (with your consent, or as permitted/required by law)
- Manage billing, payments, and administrative processes (including debt recovery where required)
- Manage our business operations, quality assurance, training, and auditing
- Comply with legal and regulatory obligations (including mandatory reporting and responding to lawful requests such as subpoenas).
6. marketing, education content and direct marketing
We may use personal information (typically contact details such as name/email/phone) to:
- Send appointment reminders and service information
- Send education content, practice updates, reminders, and offers (for example, newsletters, campaign updates, or resources you request)
- Measure and improve our marketing so we’re not spamming people with irrelevant content
- Run advertising campaigns (including retargeting) where enabled
Where marketing involves sensitive information (including health information), we will only do this with your consent, and you can opt out at any time.
How consent is obtained
If you submit a form, opt in to a list, download a resource, book with us, or request updates, that may be treated as consent to receive relevant communications (and you can opt out at any time). Where required, we will seek express consent before sending marketing messages.
Lead magnets / online forms
Our marketing funnel may include website forms and email delivery/automation. When you submit a form, we collect the details you provide (such as your name and email) to deliver the resource, send related follow-up communications, and improve how we communicate and market our services.
Marketing choice
You can unsubscribe from marketing emails at any time via the unsubscribe link or by contacting us.
7. Who we disclose information to
We operate as “The Bridge” in your healthcare journey, which means we work as part of a team. We may disclose your information to:
Healthcare and related providers:
GPs, specialists, physiotherapists, allied health providers, NDIS Plan Managers and other practitioners involved in your care (with consent or as permitted/required).
Government bodies and regulators:
Medicare, DVA, NDIS or other authorities where relevant and lawful.
Service providers who help us run the practice:
IT support, website hosting, email marketing platforms, online form providers, analytics providers, payment processors, accountants, insurers, professional advisers, business and marketing support partners and secure record/booking systems (as applicable). We take reasonable steps to ensure third parties handle information appropriately.
Automated decision-making / AI:
We may use software tools to assist with administration and marketing (for example, scheduling, email automation, analytics, spam prevention). We do not use automated decision-making as the sole basis for clinical decisions that significantly affect you. If we introduce any AI/algorithmic tools that do significantly affect individuals, we will update this policy to explain what’s being used and why.
Business Transfers:
If True Direction Health undergoes a change of ownership, merger, or sale of assets, we may transfer relevant databases (including personal/health information) to the new entity, under arrangements that maintain confidentiality and require compliance with this policy and applicable law.
Payments:
We do not store raw credit card details locally; payment processing is handled by secure payment gateways.
8. overseas disclosure
Some third-party service providers (especially cloud, email, analytics and advertising platforms) may store or process information outside Australia. Where this occurs, we take reasonable steps to ensure overseas recipients handle personal information in a way consistent with Australian privacy obligations.
9. Access and Correction
You have the right to access the personal and health information we hold about you. If you believe any information is inaccurate, out of date, incomplete, irrelevant or misleading, please let us know so we can correct it.
How to request:
Contact us using the details in section: Questions and Complaints below. We may ask you to put the request in writing and verify your identity.
Fees:
We may charge a reasonable admin fee for access (for example, copying/scanning extensive records). Any fee will not be excessive, and we’ll tell you upfront.
10. Data quality, security & retention
We take reasonable steps to maintain accurate records and protect your information, including:
- Digital security (access controls, strong passwords, MFA where available, secure devices, firewalls/anti-virus, and reputable secure platforms)
- Limiting access to staff/contractors who need it to do their role
- Confidentiality expectations and training where relevant
- Marketing photos or testimonials are only ever published with your consent
Retention:
We keep records for as long as required by law and for safe clinical and business purposes. As a general guide, records are commonly retained for at least 7 years for adults, and until age 25 for children, depending on applicable requirements. When information is no longer required (and where permitted), we take reasonable steps to securely destroy or de-identify it.
Data Breaches:
While we use strong security measures, no system is 100% immune. If personal information is subject to unauthorised access or a data breach, we will act promptly, notify affected individuals as soon as practicable where required, and follow our internal response process in line with OAIC guidance.
11. anonymity and pseudonymity
Where lawful and practicable, you may interact with us anonymously or using a pseudonym (for example, making a general enquiry). However, in many cases, it won’t be practical (or safe) to provide services without identifying you, especially where health information, risk, or billing is involved.
12. website cookies, pixels, online advertising & medical disclaimers
Our website may use cookies and similar technologies to operate properly, improve performance, and understand how people use the site. We may also use advertising and analytics tools (for example, Google and Meta tools such as pixels) from time to time, noting these may not be active at all times.
What this can collect:
Device and browser information, IP address, pages visited, actions taken (like clicking buttons or submitting a form), and approximate location (suburb/city level).
Consent:
By using our website, you consent to the use of cookies and similar technologies as described here (including future activation of pixels/analytics tools), subject to any cookie controls we implement and your browser settings. You can manage cookies through your browser settings, including blocking or deleting cookies. If you block cookies, some site features may not work properly.
Medical Disclaimer:
The content provided through our marketing materials such as on our website, social channels, newsletters/free resources is designed for general educational purposes only. It is not a substitute for professional, individualised medical advice, diagnosis, or treatment. Always consult with a True Direction Health practitioner directly during a scheduled consultation, or speak with your GP, before commencing any new exercise or rehabilitation programme.
13. Questions and complaints
If you have a question about this policy, or if you believe your privacy has been breached, please contact us first (details below) and tell us what happened and what outcome you’re seeking. We’ll acknowledge your complaint and aim to respond within 30 days.
Privacy Contact
Name: Tristan Dowdy, Owner
Email: tristan.dowdy@truedirectionhealth.com.au
Phone: 0422 107 756
Post: 700 Albany Creek Rd, Albany Creek, QLD, 4035
If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC):
Contact Details
Phone: 1300 363 992
Post: GPO Box 5288, Sydney NSW 2001
Website: oaic.gov.au
14. updates to this policy
We may update this policy from time to time to reflect changes in our practice, technology, or legal requirements. The current version will be available on our website and/or at your request. Where appropriate, we may notify you of changes through the website or direct communication.
15. governing law
This Privacy Policy and your use of the True Direction Health website are governed by the laws of Queensland, Australia.