Privacy Policy

How we collect, use, and protect your information

Central Lakes Physio & Pilates is committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 2020 and the Health Information Privacy Code 2020. This policy explains how we collect, use, store, and protect your information.

Last updated: February 2026

1. Information We Collect

Personal Information

When you visit our clinic or use our services, we may collect:

  • Name, date of birth, and contact details (address, phone number, email)
  • Emergency contact information
  • ACC claim numbers and employer details (for work-related injuries)
  • Health insurance details
  • Payment information for billing purposes

Health Information

To provide physiotherapy services, we collect health information including:

  • Medical history and current health conditions
  • Details of your injury or condition
  • Assessment findings and treatment notes
  • Progress records and outcome measures
  • Referral letters from GPs, specialists, or other healthcare providers
  • Imaging results (X-rays, MRIs, ultrasounds)

Online Booking Information

When you book appointments through our online booking system (powered by Gensolve), we collect:

  • Your name and contact details
  • Appointment preferences and history
  • Any notes you provide when booking

2. How We Use Your Information

We use your information to:

  • Provide physiotherapy assessment and treatment
  • Communicate with you about appointments and your care
  • Process ACC claims and insurance claims on your behalf
  • Communicate with other healthcare providers involved in your care (with your consent)
  • Comply with legal and professional obligations
  • Improve our services and patient experience
  • Send appointment reminders via SMS or email

3. ACC and Insurance Claims

If you have an ACC claim or health insurance, we may:

  • Lodge ACC claims electronically on your behalf
  • Share relevant treatment information with ACC as required for your claim
  • Process Southern Cross Easy Claims or other insurance claims
  • Provide reports to ACC, insurers, or employers as required (with your consent)

Information shared with ACC is subject to ACC's own privacy policy and the Accident Compensation Act 2001.

4. Disclosure of Information

We may share your information with:

  • Other healthcare providers: GPs, specialists, or other physiotherapists involved in your care (with your consent)
  • ACC: For processing claims and providing required reports
  • Insurance companies: For processing claims (with your consent)
  • Employers: For work-related injury reports (with your consent)
  • Professional bodies: If required for auditing or complaint resolution

We will not sell, rent, or share your personal information with third parties for marketing purposes.

5. Data Storage and Security

We take reasonable steps to protect your information:

  • Patient records are stored securely in our practice management system (Gensolve)
  • Electronic records are password-protected and access is restricted to authorised staff
  • Physical records (if any) are stored in locked cabinets
  • Our booking system uses secure, encrypted connections (HTTPS)
  • Staff are trained in privacy and confidentiality requirements

6. Retention of Records

In accordance with professional and legal requirements, we retain patient records for:

  • Adult patients: A minimum of 10 years from the date of last treatment
  • Patients under 18: Until the patient turns 28 years old, or 10 years from the last treatment date, whichever is longer
  • ACC-related records: As required by ACC legislation

7. Your Rights

Under the Privacy Act 2020, you have the right to:

  • Access: Request access to the personal and health information we hold about you
  • Correction: Request correction of any inaccurate information
  • Know: Be informed about how your information is being used
  • Withdraw consent: Withdraw consent for certain uses of your information (though this may affect our ability to provide services)

To make a request, please contact us using the details below. We will respond to your request within 20 working days.

8. Cookies and Website Analytics

Our website uses cookies and similar tracking technologies to understand how visitors interact with our site. When you first visit, a consent banner allows you to accept or decline non-essential cookies. Your preference is stored locally on your device so you are not asked again on subsequent visits.

Google Tag Manager

We use Google Tag Manager (GTM) to manage the analytics and advertising tags on our website. GTM itself does not collect personal data, but it triggers other tags that may do so. GTM loads on every page; however, no tracking tags fire until you provide consent via our cookie banner. For more information, see the Google Privacy Policy.

Google Analytics 4 (GA4)

If you accept analytics cookies, we use Google Analytics 4 to collect anonymised data about how visitors use our website, including pages visited, time spent on each page, referral sources, and general geographic region (country/city level). GA4 uses first-party cookies (e.g. _ga, _ga_*) to distinguish unique visitors. We do not enable Google Signals or User-ID features, and IP addresses are automatically anonymised. This data helps us improve our website content and user experience. For more information, see the Google Privacy Policy. You can also opt out at any time by installing the Google Analytics Opt-out Browser Add-on.

Meta Pixel

If you accept advertising cookies, we may use the Meta (Facebook) Pixel to measure the effectiveness of our Facebook and Instagram advertising. The Meta Pixel collects data such as pages visited and actions taken (e.g. clicking "Book Online"), and shares this with Meta Platforms, Inc. to help us show relevant advertisements and measure campaign performance. For more information, see the Meta Privacy Policy.

Managing Your Cookie Preferences

You can change your cookie preferences at any time by clearing your browser's local storage for this site, which will cause the consent banner to reappear on your next visit. You can also control cookies through your browser settings. Disabling cookies may affect some website functionality.

9. Third-Party Services

We use the following third-party services:

These services have their own privacy policies governing how they handle data. Where these services set cookies, they will only do so after you have provided consent via our cookie banner.

10. Changes to This Policy

We may update this privacy policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be posted on our website with the revision date.

11. Contact Us

If you have questions about this privacy policy, wish to access or correct your information, or have a privacy concern, please contact us:

Central Lakes Physio & Pilates

21H Gordon Road, Wānaka 9305

Phone: 03 443 1711

Email: info@physiowanaka.co.nz

12. Complaints

If you are not satisfied with our response to a privacy concern, you can lodge a complaint with the Office of the Privacy Commissioner:

Office of the Privacy Commissioner

PO Box 10094, Wellington 6140

Phone: 0800 803 909

Website: www.privacy.org.nz