Privacy Policy

Effective date: August 1st, 2023

Painless Health's Friendly Guide to Privacy

Hello and welcome to Painless Health. Our primary mission is to help you manage your pain effectively. Equally important to us is the safeguarding of your personal health information (PHI). This privacy policy provides a clear explanation of how we handle and protect your PHI. We've aimed to make it as straightforward as possible, but should you have any questions, please don't hesitate to reach out.

Before we dive in, let's clarify some terms. When we say 'personal information', we mean information or an opinion that identifies you, such as your name, contact details, or health information. 'Sensitive information' includes things like your racial or ethnic origin, political opinions, religious beliefs, or health information.

We collect your personal information in a few ways, including through our website, over the phone, via facsimile, through written correspondence, and when we conduct customer satisfaction or market research surveys. We also gather data from cookies, your device ID, IP address, and standard web log-in information.

This privacy policy applies to Painless Health and our subsidiary brands, Robyn Health, Leaf Health, and Night Health. When we say 'we', 'us', or 'our' in this policy, we're referring to Painless Health and these subsidiary brands.

1. About Your Information

Whether it's on our digital health platform or at our physical clinic locations, when you interact with us or use our services across any of our brands, we collect some information about you. This includes personal details like your name, contact information, and health information. Sometimes, we may also collect information about you from third parties such as other healthcare providers or insurers, but only when it's necessary for your treatment. We only collect what we need to give you the best possible care.

2. Storing Your Information Safely

Whether it's on paper or electronically, we store your information securely. Paper files are diligently safeguarded in secure, locked cabinets, while electronic information is stored with the highest standard of security measures. We utilise state-of-the-art encryption technology, secure cloud storage systems, and multi-factor authentication processes to ensure maximum protection of your data. Our digital infrastructure complies with industry standards and is regularly audited and updated to counter any emerging threats to data security.

In our globally connected world, some of the systems and services we use to store or process your personal information are provided by international companies. We take care to only work with reputable providers who meet Australia's high standards for privacy and security.

While your data may be accessed or stored outside of Australia, we have contractual arrangements to ensure it remains protected. These include:

a. Mandatory privacy and security training for all staff who may access your information, wherever they are located.

b. Requiring providers to store and transmit data encrypted end-to-end.

c. Strict limitations on how data can be used - only for providing services we have requested.

d. Reviews and audits of providers' security controls, like firewalls and access restrictions.

We know your personal information is sensitive and we take every reasonable precaution to keep it safe, whether it is stored here or overseas. We remain accountable under Australian privacy law for how your data is handled by third parties we engage. We would never compromise your trust by working with providers who can't satisfy our standards.

3. Using Your Information

We collect and use your personal information mainly to provide our services to you, to coordinate your care, and for administrative purposes like billing. We might also use it for related purposes, like research, but only in a way that doesn't personally identify you. We may use your personal information across our brands to provide, coordinate, and manage your health care and related services. This might involve sharing your information among our brands where necessary for your care.

4. Sharing Your Information

We may sometimes share your information with third parties, such as other healthcare providers involved in your care or when required by law. We might also share it with others if you give us your consent first. This includes when you're interacting with any of our brands.

5. Communication with You

We'll use SMS to remind you of your appointments and email to send you initial appointment information and assessment letters, if needed. By providing us with your email address and mobile phone number, you're saying it's okay for us to use them for these purposes.

6. Your Rights

You have rights when it comes to your PHI. These rights apply across all our brands. These include the right to access your information, the right to correct information that's wrong, and the right to know who we've shared your information with. If you want to see the information we have about you, correct something that's wrong, or update your details, just let us know. We won't charge any fees to access your information, but we might charge a small administrative fee if you need a copy of your information. For security reasons, we will need to confirm your identity first.

7. Lodging a Privacy Complaint

If you think we've breached your privacy rights, let us know right away. You can lodge a complaint by contacting our Privacy Officer at We'll take your complaint seriously and do our best to resolve it promptly.

8. Our Responsibilities

We're committed to maintaining the privacy and security of your PHI. This commitment extends to all our brands. If something happens that might have compromised this privacy or security, we'll let you know as soon as possible. We're committed to protecting your privacy, and we follow the Australian Privacy Principles outlined in the Privacy Act 1988. You can read more about these principles at the Office of the Australian Information Commissioner's website.

9. Your Agreement

By using our services and providing us with your personal data, you're saying "yes" to this privacy policy. Of course, this doesn't affect your legal rights.

10. Changes to This Policy

Sometimes, we might need to update this privacy policy to keep up with changes in our services or laws. If we make any major changes, we'll let you know.

11. Data Retention and Destruction

We keep your personal information for as long as we need it to provide you with our services and for a minimum of 7 years as required by law. When we no longer need your information, we'll take reasonable steps to destroy it or make it anonymous.

12. Just to Note

All private accounts need to be settled in full at the time of your appointment. It's a small detail, but important to remember.

Thanks for choosing Painless Health. We're excited to be part of your journey towards better pain management and we're committed to respecting and protecting your privacy along the way.

Ready to learn more about how we work at Painless Health? Then click here to read our easy-to-understand terms and conditions. They're designed to ensure we're all on the same page and you know exactly what to expect.