Privacy policy

1. Scope of this policy

This policy explains how Master Your Pain Pty Ltd (ABN 91 701 367 893, ACN 701 367 893) collects, holds, uses, discloses and protects personal information. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) contained in that Act.

It applies to this website, masteryourpaintec.site, and to enquiries and correspondence you send us. In this policy, "we", "us" and "our" mean Master Your Pain Pty Ltd, and "personal information" has the meaning given to it in the Privacy Act 1988 (Cth).

2. Information we collect

We only collect personal information that is reasonably necessary for our functions and activities. Depending on how you interact with us, that may include:

• Contact details — your name and email address, and any other contact details you choose to give us.
• Enquiry content — whatever you write in your message to us, including anything you tell us about your pain, your circumstances, or your goals.
• Correspondence records — the emails exchanged between us, and notes about what was agreed.
• Technical information — limited data generated automatically when a browser requests a page, such as an IP address, the time of the request and general request headers, handled by our hosting and content delivery provider.

We do not ask you to create an account, and this website has no login, no payment function and no user database.

3. Sensitive and health information

Information about a person's health is sensitive information under the Privacy Act 1988 (Cth) and attracts stronger protection than other personal information. If you write to us about your pain, your symptoms or your treatment, you are giving us sensitive information.

Consistent with APP 3, we collect sensitive information only where it is reasonably necessary for our activities and you have consented to us collecting it — which, in practice, means the information you choose to include in your own enquiry. We ask that you do not send clinical records, imaging or reports with a first enquiry. If those documents become relevant, we will tell you and agree a suitable way to provide them.

4. How we collect information

We collect personal information directly from you wherever it is reasonable and practicable to do so — by email, through the enquiry form on our contact page, or in the course of providing our services.

The enquiry form on this website does not transmit anything to a server of ours. It opens a message in your own email application, which you then choose to send. Nothing you type into that form is stored by this website.

If we collect personal information about you from a third party, such as a referring practitioner, we will take reasonable steps to notify you of the matters set out in APP 5.

5. Why we collect and use it

We collect, hold and use personal information in order to:

• respond to your enquiry and correspond with you;
• assess whether our services are suitable for your situation;
• provide the services you engage us for, and keep accurate records of them;
• communicate with your treating practitioners where you have asked or agreed that we do so;
• manage our business, including accounting and record-keeping; and
• meet our legal and regulatory obligations.

We do not use personal information for any secondary purpose unless that purpose is related to the primary purpose and would be within your reasonable expectations, or unless you consent, or unless we are required or authorised by law.

6. Dealing with us anonymously

Under APP 2 you may deal with us anonymously or under a pseudonym where it is lawful and practicable. You can ask a general question about our services without identifying yourself. We cannot, however, provide individual services or continuing correspondence without knowing who you are.

7. Cookies and website technology

This website is a set of static pages. It does not set cookies, and it contains no analytics, no advertising or tracking scripts, no social media widgets, no embedded third-party fonts and no external images.

Our hosting and content delivery provider processes standard web-server request data in order to deliver pages and to maintain the security and availability of the site. Your own browser may store items such as cached files or bookmarks, which you control through your browser settings.

If we ever introduce cookies or analytics, this policy will be updated before we do so.

8. Disclosure of personal information

We do not sell, rent or trade personal information. We may disclose it only:

• to service providers who help us operate — for example our email, website hosting and accounting providers — and only so far as they need it to perform that service;
• to your GP or other treating practitioners, where you have asked or agreed that we do so;
• to our professional advisers, such as our accountant or lawyer, where necessary; and
• where required or authorised by law, including to a court, tribunal or regulator.

9. Overseas disclosure

Our website is delivered through a global content delivery network, and our email is provided by a commercial provider. As a result, some technical data and correspondence may be stored or processed on servers located outside Australia.

Consistent with APP 8, we take reasonable steps to ensure that any overseas recipient handles personal information in a way consistent with the Australian Privacy Principles. If you would like to know more about how your information is handled in this respect, contact us at [email protected].

10. Storage, security and retention

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure, as required by APP 11. Those steps include restricting access to information to the people who need it, using reputable providers with account security measures enabled, and keeping records only where they are needed.

We keep personal information only for as long as it is needed for the purpose it was collected for, or for as long as we are required to keep it by law. Records relating to services we have provided are generally retained for the period required by applicable Australian law, after which we destroy them or de-identify them.

No method of transmission over the internet is completely secure. Email in particular is not a secure channel, and you should take that into account when deciding what to include in a message.

11. Access and correction

Under APP 12 and APP 13 you may ask us for access to the personal information we hold about you, and you may ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading.

Send your request to [email protected]. We will ask you to verify your identity, and we will respond within a reasonable period. Access is normally provided free of charge, though we may charge a reasonable amount for the cost of retrieving and supplying information in some circumstances. If we refuse a request for access or correction, we will tell you in writing why, and how you may complain about that decision.

12. Direct marketing

We do not send marketing emails, newsletters or promotional material, and we do not supply personal information to anyone else for direct marketing purposes. If this ever changes, any such message would include a clear way to opt out, and you may also ask us at any time not to send it.

13. Complaints

If you believe we have breached the Australian Privacy Principles or otherwise mishandled your personal information, please tell us first. Email [email protected] with the details of what happened and what outcome you are seeking.

We will acknowledge your complaint, investigate it, and give you a written response within a reasonable period, ordinarily within 30 days.

If you are not satisfied with our response, you may refer the matter to the Office of the Australian Information Commissioner (OAIC), which is the independent regulator responsible for privacy in Australia. The OAIC can be contacted through its published contact channels, and it may investigate complaints about the handling of personal information.

14. Changes to this policy

We may update this policy from time to time to reflect changes in our practices or in the law. The current version is always the one published on this page, and the date it was last updated is shown at the top. Material changes will be reflected here before they take effect.

15. How to contact us

For any question about this policy, about the personal information we hold, or to make a privacy complaint, contact:

Master Your Pain Pty Ltd
ABN 91 701 367 893 · ACN 701 367 893
VIC 3095, Australia
[email protected]