POLICY

  • We ask for at least 24 hours notice to cancel or change an appointment. It lets us offer that time to someone else who needs it.

    To cancel or reschedule: call 0483 947 716, email hello@bydesignphysio.com, or use the link in your booking confirmation. We confirm every cancellation by email.

    Late cancellation and no-show fees. We may charge:

    • 24 hours notice or more: no fee

    • 4 to 24 hours notice: 50% of the appointment fee

    • Less than 4 hours notice, or not attending: 100% of the appointment fee

    Repeated missed appointments. After two or more missed appointments or late cancellations, we may ask for payment upfront to secure future bookings. A prepaid appointment that is missed or cancelled late is not refunded.

    DVA and WorkCover. Late cancellation and no-show fees cannot be claimed through DVA or WorkCover and are paid by the client.

    Emergencies. Things happen. Let us know as soon as you can and we will work with you.

    By booking with us, you agree to this policy.

  • Effective 11 October 2026

    Who we are. By Design Physiotherapy PTY LTD (ACN 663 083 798), trading as By Design Physiotherapy & Strength, 37 Tasma Street, North Hobart TAS 7000. We handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

    What we collect. Your name, contact details, date of birth, health fund, Medicare, DVA, WorkCover or other funding details, and payment details. As a health service we also collect health information: your history, assessments, treatment notes and progress measures. If you visit our website we collect basic usage data through cookies and analytics tools.

    How we collect it. From you when you book, fill in our intake form, attend an appointment, call or email us, or use our website. Sometimes from others with your consent, such as a referring doctor, an insurer or a WorkCover case manager.

    Why we collect it. To provide and coordinate your care, run your bookings and payments, process claims, keep you informed about your appointments and program, and meet our legal and professional obligations.

    Where it is kept. Your clinical record is held in Cliniko, our practice management system. Appointment reminders and messages are sent through our client communication system. Calls to our clinic line are answered by our AI receptionist, Lauren. Calls are recorded and transcribed so we can manage your booking or enquiry. With your consent, consultations may be transcribed by Heidi, an AI clinical scribe (see Heidi AI Scribe Consent below). Payments are processed by secure third-party providers. Strength By Design members' training data is held in our training and membership apps.

    Who we share it with. Only people involved in your care or payment, and only as needed: your treating team, a referring practitioner, your health fund, Medicare, DVA, WorkCover or your insurer when you make a claim, and service providers who run our systems for us. We do not sell your information. We disclose it without consent only where the law requires or allows it.

    Marketing. We may send you updates about our services. Every message has an opt-out, and opting out does not affect your care.

    Keeping it safe. Access is limited to our team and systems are password protected. Health records are kept for the periods required by law.

    Overseas. Some of our service providers may store or process data outside Australia. Where they do, we choose providers that protect it to the standard Australian law requires.

    Your rights. You can ask to see or correct the information we hold about you at any time. Email accounts@bydesignphysio.com.

    Complaints. Contact us first and we will respond within 14 days. If you are not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

    Contact. Privacy contact: Scott Stalker, Co-Founder and CEO. accounts@bydesignphysio.com · 0483 947 716.

  • By Design uses Heidi Health (“Heidi”), an AI-powered clinical documentation tool provided by Heidi Health Trading Pty Ltd (ABN 84 649 783 871), to assist clinicians with transcription and note generation during consultations.

    By consenting to the use of Heidi during your consultation, you acknowledge and agree to the following:

    • The consultation will be transcribed in real time by Heidi to generate clinical notes. No audio recordings are saved. Only the transcript and generated notes are retained.

    • Your personal information, including sensitive information such as your health information, may be processed by Heidi for the purpose of creating clinical documentation.

    • Heidi applies de-identification techniques during processing, stripping identifiable markers to protect your privacy.

    • Your data is encrypted during processing and storage. Heidi complies with the Australian Privacy Principles (APP), GDPR, and is ISO 27001 certified.

    • Heidi has implemented data localisation for Australian customers. Some platform functionality may rely on third-party services with servers located outside Australia; however, this does not include sensitive or identifiable health information.

    • Your authorised healthcare providers at By Design will have access to the transcripts and notes. All notes are reviewed and approved by your clinician before being saved to your clinical record.

    • You may request a copy of your clinical notes from your healthcare provider at any time.

    • You may withdraw your consent to the use of Heidi at any time by advising your clinician before or at the start of your consultation.

    Please refer to the Heidi Health Privacy Policy for further information about how Heidi handles personal information: https://www.heidihealth.com/legal/privacy-policy