By viewing, accessing, using, or participating in any BeActive Program, you consent to and agree to the terms outlined in this Privacy Policy regarding the collection, use, and protection of your personal information.

Last updated: October 2026

BeActive (BeActive Physio Pty Ltd, ABN 39 121 300 141) provides women’s health physiotherapy, exercise physiology and classes at 700 High Street, Prahran VIC 3181. We take your privacy seriously. This policy explains what personal information we collect, why, how we use and protect it, and your choices. We follow the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records Act 2001 (Vic).

What we collect

• Contact details: your name, mobile number and email address.
• Health information: what has brought you to us (for example pregnancy, postnatal recovery, pelvic health, an injury, menopause or exercise goals), anything you choose to tell us about your health, and your clinical records once you are a client.
• Booking and account details: your appointments, the services you use, payments and any card you choose to keep on file.
• How you found us: for example the ad or form you came from, or who referred you.
• Messages: what you write to us through our website, our enquiry assistant, text message, email or social media, and our replies.

We only ask about your health if you agree. You can always choose not to answer, and we can still help you book.

How we collect it

• When you fill in an enquiry form on our website or on Facebook or Instagram.
• When you chat with Becky, our enquiry assistant, on our website or by text message.
• When you call, email, message or visit us, or book online.
• From your referring doctor or other health professional, with your consent.

Becky, our AI enquiry assistant

Becky is an AI (artificial intelligence) assistant who answers new enquiries, helps you find a time and books your first appointment. Becky does not give medical advice. If you ask a clinical question, or ask to speak to someone, Becky passes your enquiry to a member of our team.

To write her replies, Becky uses an AI service provided by Anthropic, which processes data in the United States. Before your messages are sent to that service, we remove your name, mobile number and email address. The service does not use your messages to train its models.

Why we use it

• To reply to your enquiry and book, change or cancel your appointments.
• To provide your care and keep your clinical records.
• To contact you about your appointments, including reminders and follow-ups about your enquiry.
• To process payments, including cancellation fees under our cancellation policy.
• To improve our services and understand which of our advertising works.
• To meet our legal obligations.

We will only send you marketing messages if you have agreed to receive them. You can opt out at any time: reply STOP to a text message, use the unsubscribe link in an email, or contact us.

Who we share it with

We do not sell your personal information. We share it only as needed to run our clinic, with:

• Mindbody, our booking and client management system.
• ClickSend, which sends and receives our text messages. Message data is stored in Sydney, Australia.
• Anthropic, the AI service behind Becky (see above).
• Supabase and Vercel, which host our enquiry assistant and its records.
• Meta (Facebook and Instagram), when you enquire through one of our ads or forms.
• Our payment providers.
• Other health professionals involved in your care, such as your GP, with your consent or where the law allows.
• Anyone else where the law requires or allows it.

These providers may store or access information outside Australia, including in the United States. We take reasonable steps to make sure they protect your information in line with Australian privacy law.

How we keep it safe

We use reputable providers with strong security, limit access to staff who need it, and protect our systems with passwords and other safeguards. We keep health records for as long as the law requires: in Victoria, generally at least 7 years after your last appointment, or until age 25 for anyone treated as a child. Then we destroy or de-identify them securely.

Your choices and rights

• Access and correction: you can ask to see the information we hold about you, or ask us to correct it. We will respond within a reasonable time, usually 30 days.
• Anonymity: you can make a general enquiry without giving your name, but we need your details to book an appointment.
• Opting out: reply STOP to any text message, or contact us.

Questions and complaints

Contact our Privacy Officer:

• Email: office@beactivephysio.com
• Phone: 1300 550 622
• Post: 700 High Street, Prahran VIC 3181

We will respond to complaints within 30 days. If you are not satisfied, you can contact the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992) or the Health Complaints Commissioner, Victoria (hcc.vic.gov.au).

Cookies and our website

Our website uses cookies to work properly, to help us understand how it is used and to measure which ads work. You can turn cookies off in your browser settings.

Changes to this policy

We may update this policy from time to time. The latest version is always on our website.