Privacy Policy

INTRODUCTION

FRAME Osteopathy (“we”, “us”, “our”) respects your privacy and values the information you share with us.

We are committed to protecting your personal and health information in accordance with the Privacy Act 2020 and the Health Information Privacy Code 2020 (New Zealand).

This Privacy Policy explains how we collect, use, store, and disclose personal information when you use our services, attend appointments, or interact with us.

How We Collect Your Information

When you use our services (including our website, online booking systems, and communications with us), we may collect personal information about you.

This may include:

  • Personal details (name, date of birth, address)

  • Contact details

  • Health and medical information

  • Appointment and treatment information

  • ACC claim information

  • Payment and billing information

  • IP address and device or network information when using our website

We may collect and store information in several ways, including:

  • Patient intake forms and clinical consultations

  • Phone, email, or in-person communication

  • Online booking systems

  • Our website or social media interactions

  • Practice management software (including secure cloud-based systems)

  • Cookies and website analytics tools

  • Information provided by third parties involved in your care (with consent)

  • Secure backups and archived records

Purposes for Collecting, Holding, Using and Disclosing Personal Information

We collect and use your personal information to:

  • Provide osteopathic assessment, treatment, and healthcare services

  • Communicate with you regarding appointments and clinical care

  • Process ACC claims and payments

  • Maintain accurate clinical records

  • Coordinate care with other healthcare providers where appropriate

  • Improve our services and clinic operations

  • Meet legal, professional, and regulatory obligations

  • Provide information where authorised or required by law or a Court or Tribunal

We take reasonable steps to ensure the information we collect, use, or disclose is accurate, complete, relevant, and up to date.

What Happens if We Cannot Collect Your Information

Providing personal information is generally voluntary; however, healthcare services require certain information to be collected.

If you choose not to provide information reasonably required, we may be unable to:

  • Contact or communicate with you effectively

  • Provide treatment safely or appropriately

  • Process ACC claims or payments

  • Deliver services to the expected clinical standard

When We Disclose Your Information

We will never sell, rent, or trade your personal information.

We may share your information where it is directly related to your care, where authorised by you, or where required or permitted by law.

This may include sharing information with:

  • Healthcare providers involved in your care (e.g., GP, specialist, or referrer)

  • ACC for injury-related claims

  • IT service providers supporting secure clinic systems

  • Authorised staff members and practitioners within FRAME Osteopathy

  • Professional advisers such as accountants, auditors, or legal advisers

  • Government or regulatory authorities where legally required, including the Osteopathic Council of New Zealand

  • Your authorised representatives or legal advisers (at your request)

  • Service providers necessary for clinic operations

Information will only be shared to the extent necessary for the relevant purpose.

Our Website

This Privacy Policy also applies to our website.

Our website may contain links to third-party websites. FRAME Osteopathy is not responsible for the privacy practices or content of external websites.

Cookies

We may use cookie technology on our website. Cookies are small files stored on your device that help us:

  • Understand website usage

  • Improve functionality

  • Enhance user experience

Cookies do not provide us with personal contact information or access data stored on your device.

You may disable cookies through your browser settings if you prefer.

We may collect anonymised website usage data for analytics and website improvement purposes.

Security

We are committed to keeping your personal information secure.

We take reasonable precautions to protect information from loss, misuse, unauthorised access, disclosure, or alteration, including:

  • Secure cloud-based clinical systems

  • Password-protected access

  • Restricted staff permissions

  • Confidentiality obligations for all practitioners and staff

  • Secure storage and disposal of records

If you believe your information has been compromised, please notify us immediately.

Access and Correction

You have the right to request access to personal information we hold about you and to request correction if necessary.

Requests should be made in writing to our Privacy Officer:

Privacy Officer
FRAME Osteopathy
Email: hello@frameosteopathy.co.nz

Identification may be required before information is released.

Changes to This Policy

FRAME Osteopathy reserves the right to amend, withdraw, or replace this Privacy Policy at any time to reflect changes in legal requirements or clinic practices.

The current version will always be available on our website or upon request.