policy information

At Be Better Chiropractic, payment is required in full on the consultation day. We accept card payments via our EFTPOS/HICAPS terminal or cash.

For HICAPS claims, please bring your health insurance card to ensure immediate processing and reimbursement on the day of your consultation. If you forget your card, we will provide a paper or electronic receipt for manual processing with your insurer.

Workcover, TAC and EPC claims also require full payment at the time of consultation. Please note that reimbursement from these third parties may not cover the full cost of the consultation, potentially resulting in a “gap” between the fees charged and the amount reimbursed.

DVA payments: For eligible DVA patients, chiropractic appointments are bulk billed directly to DVA, meaning there is no out-of-pocket expense for the patient.

Last updated: 17/06/2026

Be Better Chiropractic (“we”, “our”, “us”) is committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy outlines how we collect, use, disclose and safeguard your information when you visit our website, use our services, book an appointment online, attend our clinic, complete forms, or interact with us through Google Ads, Meta platforms including Facebook and Instagram, or other online services.

Please read this policy carefully to understand how we collect and handle your personal information.

We respect your right to privacy and are committed to complying with the Privacy Act 1988 (Cth), the Australian Privacy Principles, the Health Records Act 2001 (Vic), the Health Privacy Principles, Chiropractic Board of Australia, Australian Health Practitioner Regulation Agency (AHPRA) and the privacy provisions of all applicable legislation.

This Privacy Policy applies to all personal information and health information we hold, including information collected through our clinic, over the phone, by email, through our website, through online bookings, through patient forms, and through online advertising or enquiry forms.

1. Information We Collect

We may collect and hold the following types of information about you:

Personal identification information: Your name, date of birth, email address, phone number, address, emergency contact details and other contact information.

Health information: Information related to your health status, medical history, symptoms, examination findings, X-rays or imaging information, treatment preferences, clinical notes, care plans and other information relevant to your care.

Appointment and billing information: Appointment history, invoices, receipts, payment details, communication preferences and information related to the services we provide to you.

Usage data: Information about how you use our website, online booking page and services, and how you interact with Google Ads and other online advertising.

Technical data: Internet Protocol (IP) address, browser type and version, device information, time zone setting, operating system and platform, pages visited, time spent on our website and other technology on the devices you use to access our website.

Posture screening information: Photographs, posture images, measurements, posture reports and progress comparison information, where you agree to participate in posture screening.

2. How We Collect Information

We collect information from and about you through:

Direct interactions: When you attend our clinic, complete forms, book an appointment, provide information by phone, email or SMS, use our website, or interact with our online booking system or advertising forms.

Online bookings and patient forms: When you book online or complete patient forms through our practice management system.

Automated technologies: When you interact with our website, we may automatically collect technical data about your equipment, browsing actions and patterns through cookies, pixels, tags and similar technologies.

Third parties or publicly available sources: We may receive personal information about you from third parties where appropriate, such as other health providers, insurers, employers, legal representatives, family members or carers, Google, Meta platforms, or other service providers, where this is relevant to your care or otherwise permitted by law.

3. Cliniko and Practice Management Software

Be Better Chiropractic uses Cliniko as our practice management software. Cliniko may be used to manage appointment bookings, patient records, clinical notes, online forms, invoices, receipts, appointment reminders and other clinic communications. Information entered into Cliniko may include personal information and health information. We take reasonable steps to ensure this information is handled securely and only accessed by authorised team members who require access for clinic purposes.

4. Posture Screening Software

Be Better Chiropractic may use posture screening software to assist with posture assessment, patient education and progress tracking. This may involve taking posture photographs or images and using set reference points to generate measurements and reports, such as posture angles, head posture measurements and posture pattern information. Posture screening is optional. You can choose not to participate, and this will not affect your ability to receive care at Be Better Chiropractic. Information collected through posture screening may form part of your clinical record and will be handled in accordance with this Privacy Policy.

5. How We Use Your Information

We use the information we collect to:

• provide chiropractic care and related health services;
• assess your health concerns and manage your treatment;
• book, confirm, change or remind you about appointments;
• communicate with you about your care;
• process payments, invoices and receipts;
• maintain accurate clinical and administrative records;
• respond to your enquiries;
• manage our clinic operations;
• improve our services, website and patient experience;
• send clinic newsletters, updates, educational content and promotional material through marketing platforms such as Mailchimp, where permitted and where you have not opted out;
• understand and analyse how our website, advertising and services are used;
• measure and manage our advertising, including conversion tracking and excluding existing patients or already-converted leads from certain advertising campaigns where appropriate;
• comply with legal, professional, insurance and regulatory obligations.

6. Website, Cookies, Google Ads and Analytics

When you visit our website, we may use cookies, pixels, tags and similar technologies to help operate our website, understand how people use our website, measure advertising performance and improve our services. We may use tools such as Google Ads, Google Analytics and other similar services to measure enquiries, bookings and website interactions. These tools may collect information such as your device type, browser, IP address, pages visited, general location information and interactions with our website or advertisements. Where supported by the advertising platform, we may use limited personal information, such as your name, email address or phone number, for advertising measurement and management purposes. This may include measuring whether an enquiry or booking came from an advertisement, improving the accuracy of conversion tracking, reducing duplicate follow-up, and excluding existing patients or already-converted leads from certain advertising campaigns so that our advertising is not shown unnecessarily. We do not use your clinical notes, health history, symptoms, diagnosis, treatment records, appointment reasons or other sensitive health information to create advertising audiences or target advertising. You can manage cookies and advertising preferences through your browser settings and the privacy settings of the relevant advertising platforms.

7. Meta, Facebook and Instagram Advertising

If Be Better Chiropractic uses Meta platforms, including Facebook or Instagram, we may collect personal information when you interact with our ads, submit a lead form, send us a message, or engage with our social media pages. This information may include your name, phone number, email address and any details you choose to provide in your enquiry. We use this information to respond to your enquiry, provide information about our services and assist with appointment bookings. We do not intentionally provide Meta with clinical records, treatment notes, diagnosis details, health history or sensitive health information for advertising purposes. We recommend that you do not submit detailed medical or sensitive health information through Facebook, Instagram, Messenger or social media lead forms. If you become a patient, relevant health information should be provided through our usual clinic intake and consultation process. Meta may handle information in accordance with its own privacy policies and platform terms.

8 . Purpose of Collecting Personal Information

Personal information is collected primarily for the purpose of providing healthcare services. This includes assessing and diagnosing health conditions, delivering treatment, maintaining accurate clinical records and communicating with patients regarding their care.

Information may also be used to manage appointments, issue reminders, process payments and comply with legal and regulatory requirements associated with operating a healthcare practice.

Where appropriate, Be Better Chiropractic may also use personal information to communicate with patients about clinic services, health updates or reminders to schedule appointments. Patients may opt out of receiving marketing or promotional communications at any time.

9. Disclosure of Your Information

We do not sell your personal information. We may disclose your personal information where reasonably necessary to:

• our chiropractors, staff and contractors involved in your care or clinic administration;
• third-party service providers who assist us with bookings, practice management, payments, website hosting, IT support, communications, email, SMS, newsletters, posture screening, clinical record keeping, marketing, analytics or advertising, including platforms such as Cliniko, Mailchimp, Google and Meta where applicable;
• other health providers involved in your care, where appropriate and with your consent where required;
• insurers, legal representatives, employers or government bodies where required or authorised by law;
• regulatory bodies or authorities where legally required.

We may share limited personal information with advertising and analytics providers, such as Google, for the purpose of advertising measurement, conversion tracking and excluding existing patients or already-converted leads from certain advertising campaigns. We do not provide these platforms with clinical records, treatment notes, diagnosis information, health history or appointment reasons for advertising purposes. We only disclose information where it is necessary for clinic operations, your care, legal compliance, or where you have consented.

10. Overseas Disclosure

Some of the third-party platforms and service providers we use, such as Google, Meta, website hosting providers, email/SMS providers, payment processors or practice management systems, may store or process information outside Australia. Where this occurs, we take reasonable steps to ensure your personal information is handled securely and in accordance with applicable privacy obligations.

11. Security of Your Information

We are committed to ensuring that your information is secure. We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure. This may include physical, electronic and administrative safeguards, such as secure systems, restricted staff access, password protection, staff training and appropriate record handling procedures. Personal information and health information will be managed confidentially and securely.

12. Access and Correction

You have the right to request access to the personal information or health information we hold about you. If you believe any information we hold about you is incorrect, incomplete or out of date, please contact us as soon as possible so we can take reasonable steps to correct it. We may ask you to make your request in writing and provide proof of identity before releasing or correcting information. In some circumstances, we may refuse access or correction where permitted by law. If this occurs, we will explain the reason where we are legally able to do so.

13. Retention of Health Records

We retain health records for the period required by applicable laws, professional obligations and insurance requirements. When personal information or health information is no longer required, we will take reasonable steps to securely destroy or de-identify it, unless we are required to retain it by law.

14. Opt-Out and Marketing Communications

We may use email marketing platforms such as Mailchimp to send clinic newsletters, updates, educational content, promotional material or other marketing communications where permitted by law. You may opt out of marketing communications at any time by using the unsubscribe link in our emails or by contacting us directly.

Please note that even if you opt out of marketing, we may still contact you about essential clinic matters, including appointment reminders, booking changes, payments, recalls, clinical follow-up or administrative matters related to your care.

15. Data Quality

We take all reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up to date. Please contact us if your details change or if you believe any information we hold about you is incorrect.

16. Privacy Enquiries and Complaints

If you believe we have failed to comply with the Privacy Act, the Health Records Act, or this Privacy Policy in relation to our handling of your personal information or health information, please contact us first. We will treat your complaint confidentially, review it and contact you within a reasonable time. If we do not resolve your complaint to your satisfaction, you may contact the Office of the Australian Information Commissioner or the relevant Victorian health complaints/privacy body.

17. Contact Us

Please contact us regarding any questions or complaints in relation to this Privacy Policy, or to request access to, or correction of, personal information.

Be Better Chiropractic

Email: admin@bebetter-chiro.com.au

Phone: (03) 7009 6288

Website: bebetter-chiro.com.au

17. Review of Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page. If the changes are significant, we may notify you by email, SMS, website notice or another appropriate method.