Continence Hub respects the privacy of our clients and families and is committed to handling personal and sensitive information appropriately. This Privacy Policy explains how Continence Hub collects, uses, stores and shares personal information when providing and administering our services.

1. Information we may collect

The information we collect depends on the services you receive and may include:

your name, date of birth and contact details
parent, carer or representative details
emergency contact information
health, disability and developmental information
diagnoses and medical history
continence, bowel, bladder and toileting information
medications and relevant health treatments
information about daily activities, participation and support needs
information provided by family members, carers, schools, health professionals and other service providers
NDIS information, including participant details, goals, funding and plan management information
appointment and availability information
correspondence, emails and phone records
clinical notes, assessments, reports and recommendations
photographs or videos where appropriate consent has been provided
billing and payment information
other information reasonably necessary to provide or administer our services.

Because Continence Hub provides health and disability services, some of the information we collect is considered sensitive or health information. We aim to collect only information that is reasonably necessary for our services and activities.

2. How we collect information

We may collect information:

directly from you or the client
through our referral and intake forms
during appointments, phone calls and telehealth consultations
through emails and other correspondence
through questionnaires, assessments and clinical documentation
from a parent, carer or authorised representative
from a referrer
from another health professional, school, support provider or organisation where you have consented or where collection is otherwise permitted
through our appointment and booking systems
through approved digital systems used to provide or administer our services.

Where practicable, we collect personal information directly from you.

3. Why we collect and use information

We may use personal information to:

assess and understand continence and toileting needs
provide occupational therapy, continence therapy and related services
develop recommendations and therapy plans
communicate with you and other authorised people involved in care
manage referrals and our waitlist
determine service and clinician suitability
schedule and manage appointments
prepare clinical notes, reports, letters and resources
coordinate services with other professionals where appropriate
manage NDIS and other funding arrangements
issue and manage invoices
meet professional, clinical, legal and regulatory obligations
maintain and improve the administration and quality of our services
respond to complaints, incidents or safety concerns.

We do not sell client personal or health information.

4. Electronic systems and service providers

Continence Hub primarily manages information electronically. We use approved digital service providers to support the operation and delivery of our services. These may include systems for:

email and communication
electronic forms
document and file storage
spreadsheets and waitlist management
calendars, appointment management and online booking
telehealth
clinical documentation and note-taking
AI-assisted administrative and clinical tasks
accounting, invoicing and payment administration
other business functions reasonably required to provide our services.

The systems we use may change over time. Before approving a system to process client personal or health information, Continence Hub considers its intended purpose and relevant privacy, security and data-handling arrangements. Approved systems and permitted uses are governed through Continence Hub internal policies and procedures.

5. Use of artificial intelligence

Continence Hub may use tools that incorporate artificial intelligence (AI) to support clinical and administrative work with tasks such as:

clinical note-taking and documentation
organising and summarising information
managing enquiries
reviewing and organising waitlist information
identifying clients who may require priority review
assisting with appointment administration
preparing reports, letters and other documents
drafting correspondence
organising clinical information
locating or summarising relevant professional information.

Where reasonably necessary for these purposes, an approved AI system may process personal or health information. We aim to limit the information accessed, used or reproduced to what is reasonably necessary for the task.

These tools assist our staff; they do not replace professional judgement. Where AI assists with client-specific recommendations, prioritisation or other significant decisions, an appropriately authorised Continence Hub staff member remains responsible for reviewing the information and making or approving the decision. AI may identify a client for priority review or recommend a waitlist allocation, for example, but the final decision remains with Continence Hub staff.

We do not intentionally enter identifiable client information into publicly available AI systems that have not been approved by Continence Hub for processing this information.

6. Disclosure of information

We may disclose personal information where:

you have provided consent
it is reasonably necessary to communicate with an authorised health professional, school, support provider, referrer or other person involved in the client’s services
disclosure is required or authorised by law
there is a serious threat to health or safety and disclosure is permitted
it is reasonably necessary to establish, exercise or defend a legal claim or recover an unpaid debt
another permitted use or disclosure applies under relevant privacy law.

We may also provide information to approved service providers who process information on our behalf where this is reasonably necessary to operate or provide our services. This can include providers of digital and AI-assisted systems. We aim to limit information disclosed to what is reasonably necessary for the purpose.

7. Overseas processing and storage

Some digital services used by Continence Hub operate internationally. As a result, personal information may be processed, accessed or stored using infrastructure or service providers located outside Australia.

The countries involved may vary depending on the provider, its infrastructure and the particular service being used. Where overseas processing or disclosure is relevant, Continence Hub takes reasonable steps to consider the privacy and security arrangements of the service provider and our obligations under applicable Australian privacy law.

8. Security

Continence Hub takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. Measures may include:

access controls and individual staff accounts
password protection and multi-factor authentication where available
secure business systems
limiting access according to role and need
appropriate configuration of approved digital services
staff procedures for handling client information
human review of significant AI-assisted actions
reviewing access when staff roles change or access is no longer required.

No electronic system can be guaranteed to be completely secure. If we become aware of a suspected privacy or data security incident, we will assess and respond to it in accordance with our legal and professional obligations.

9. Keeping information accurate

We take reasonable steps to ensure that personal information used or disclosed by Continence Hub is accurate, complete, relevant and up to date where appropriate. Please tell us if your contact, health, funding or other relevant information changes. AI-generated information is reviewed where appropriate before it is relied upon for significant client-specific purposes.

10. Accessing or correcting your information

You may ask to access personal information Continence Hub holds about you or the client you are authorised to represent. You may also ask us to correct information that you believe is inaccurate, incomplete, out of date, irrelevant or misleading.

We may need to verify your identity or authority before providing access. There may be circumstances where access cannot be provided or must be limited under applicable law. If this occurs, we will explain the reason where required.

11. Retention and deletion

Continence Hub retains clinical and business records for periods required by applicable legal, professional, funding and record-keeping obligations. When personal information is no longer required and we are not legally or professionally required to retain it, we will take reasonable steps to securely delete or de-identify it where appropriate. Information processed by third-party systems may also be subject to the provider’s applicable retention arrangements.

12. Children and young people

Many Continence Hub clients are children or young people. We recognise the sensitivity of children’s health and disability information and aim to handle this information with particular care. Where appropriate, we consider the child’s or young person’s communication, understanding, preferences and participation alongside the authority and responsibilities of their parent, guardian or other authorised representative.

13. Anonymity

There may be circumstances where you can make a general enquiry without providing identifying information. However, because Continence Hub provides individual health and disability services, it will usually be impracticable to provide clinical services, maintain appropriate records, manage appointments or meet our professional obligations without knowing the identity of the client.

14. Privacy questions and complaints

If you have a question, concern or complaint about how Continence Hub has handled personal information, please contact:

Continence Hub
Email: info@continencehub.com

We will review privacy concerns and aim to respond within a reasonable timeframe. If you are not satisfied with our response, you may also be able to make a complaint to the Office of the Australian Information Commissioner (OAIC).

15. Changes to this Privacy Policy

We may update this Privacy Policy when our services, systems, legal requirements or information-handling practices change. The current version will be made available to clients and prospective clients.

Where a change materially affects how existing client personal or health information is handled, we will consider whether additional notification or consent is appropriate.