​Last updated: 17 July 2026

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Brendan Lo Massage Therapy, operated by Brendan Lo, ABN 87 553 431 242, respects your privacy and handles personal and health information in accordance with applicable privacy laws and professional standards.

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1. Information I collect

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I may collect:

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• your name, date of birth, address, contact details and emergency contact

• appointment, payment and private health fund information

• relevant health history, symptoms, medications, allergies, treatment history, occupation and activities

• information provided through intake, screening and consent forms

• assessment findings, treatment records, clinical notes, advice and exercise guidance

• communications relating to your appointments or care

• technical information collected through online services, such as an IP address.

 

I only collect information reasonably necessary to provide and manage my services.

 

2. How information is collected and held

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Information is generally collected directly from you through online forms, bookings, consultations, telephone calls, email or text messages.

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Information may also be received from another health practitioner or person with your consent, or where permitted or required by law.

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Records may be held electronically or on paper. Reasonable security measures are used to protect them from loss, misuse, unauthorised access, modification or disclosure.

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The Client Intake Form uses Jotform’s end-to-end form encryption. Form responses are encrypted before transmission and remain encrypted on Jotform’s servers. Only the holder of the form’s access code can decrypt and view the responses, and Jotform cannot access their encrypted contents.

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The Screening Form is protected by HTTPS using TLS while information is transmitted. It does not use Jotform’s optional end-to-end form encryption, and its submissions are stored within my password-protected Jotform account.

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3. How information is used

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Information may be used to:

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• assess whether treatment is appropriate and provide safe, individualised care

• plan, provide and document massage therapy and associated rehabilitation support

• manage appointments, communications, payments, receipts and health fund documentation

• meet professional, insurance, taxation and legal obligations

• respond to questions, access requests or complaints

• send practice updates where you have chosen to subscribe.

 

4. Disclosure and overseas processing

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Information is only disclosed:

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• with your consent or at your direction

• to service providers where reasonably necessary to operate the practice

• where permitted or required by law

• where reasonably necessary to lessen or prevent a serious threat to life, health or safety.

 

Service providers may assist with website hosting, bookings, online forms, communications, payments, data storage and clinical documentation.

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Jotform form data may be stored on servers in the United States. The Client Intake Form responses remain protected by Jotform’s end-to-end form encryption while stored there.

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Wix may process or store website, booking and subscription information in the United States, Ireland, South Korea, Taiwan and Israel.

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Other service providers may process information outside Australia. Where practicable, relevant overseas handling will be explained when the information is collected.

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5. Use of artificial intelligence

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With your informed consent, I may use a healthcare-specific AI documentation service to record or transcribe part of a consultation and prepare a draft clinical note.

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Before using it, I will explain its purpose, how the information is handled, where it is stored, who may access it and your option to decline. Declining will not affect your care, and your decision will be documented in your clinical record.

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I review and correct all AI-generated clinical notes before accepting them as part of your record and remain responsible for their accuracy.

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I may also use general-purpose AI tools to explore treatment, exercise or pain-education ideas using only minimal, de-identified case information. I do not enter names, initials, contact details, record identifiers or combinations of details that could reasonably identify the client.

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Identifiable client health information is not entered into publicly available or consumer-grade generative AI tools. AI output does not replace my clinical judgement or determine the care provided.

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6. Record retention and disposal

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Clinical records are retained for at least seven years from the date of the last entry.

Health information collected while a client is under 18 is retained until the client turns 25.

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When records are no longer required, they are securely destroyed or permanently de-identified.

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7. Access and correction

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You may request access to personal or health information I hold about you or ask for inaccurate or incomplete information to be corrected.

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I may need to verify your identity before providing access. Requests will be handled within a reasonable time, subject to any restrictions permitted by law.

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8. Privacy questions and complaints

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Privacy questions, access or correction requests, and complaints can be directed to:

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Brendan Lo
Privacy Contact
Brendan Lo Massage Therapy
25/111 McEvoy Street
Alexandria NSW 2015
bookings@brendanlo.com
0416 123 241

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I will investigate privacy complaints and respond within a reasonable time.

If you are not satisfied with my response, you may contact the Office of the Australian Information Commissioner or the NSW Privacy Commissioner.