Privacy Policy

About this Privacy Policy

This Privacy Policy applies to personal information collected by Sydney Heel Pain Clinic through our website, clinic services, appointment and enquiry systems, communications, online purchases and digital products including Heel Hero.

The types of information we collect depend on how you interact with us. Someone purchasing Heel Hero online may provide different information from someone attending Sydney Heel Pain Clinic for clinical assessment or treatment.

We handle personal information in accordance with applicable privacy requirements and take reasonable steps to protect the information entrusted to us.

Information we may collect

Depending on your interaction with Sydney Heel Pain Clinic, we may collect information including:

• your name;
• email address;
• telephone number;
• billing or contact details;
• appointment and enquiry information;
• information you provide through website forms or communications;
• purchase and transaction information;
• information associated with your Heel Hero access or account;
• information you voluntarily provide about heel pain, Achilles symptoms, footwear, activities or other health-related matters;
• clinical and health information where you are receiving healthcare services from Sydney Heel Pain Clinic;
• technical information relating to your use of our website or online services, such as browser, device and website usage information; and
• communications between you and Sydney Heel Pain Clinic.

We aim to collect only information that is reasonably necessary for the relevant purpose.

Health information

Some information provided to Sydney Heel Pain Clinic may constitute health information or other sensitive information.

Where you attend the clinic as a patient, health information may be collected as reasonably necessary to assess, document and provide healthcare services and to meet our professional, administrative and legal obligations.

When using Heel Hero, you may also provide information about the location and nature of your symptoms, activities, footwear, calf function or other factors relevant to the recovery pathway.

How we collect information

We generally collect personal information directly from you when you:

• contact Sydney Heel Pain Clinic;
• make an appointment or enquiry;
• attend the clinic;
• complete a form;
• communicate with us by telephone, email or online;
• purchase Heel Hero or another product or service;
• create or use an account;
• use Heel Hero or another digital service; or
• otherwise voluntarily provide information to us.

Information may also be generated automatically when you interact with our website or online systems, including through cookies, analytics technologies and similar tools.

In some circumstances, information may be received from another person, healthcare provider or service provider where this is authorised by you or otherwise permitted by law.

How we use personal information

We may use personal information for purposes including:

• responding to enquiries;
• arranging and managing appointments;
• providing healthcare services;
• maintaining appropriate patient and business records;
• processing purchases and payments;
• providing and administering access to Heel Hero;
• providing customer support;
• communicating important information about a purchase or service;
• operating, maintaining and improving our website and digital services;
• protecting our systems and preventing misuse or unauthorised access;
• meeting professional, regulatory, accounting and legal obligations; and
• sending marketing communications where permitted and where you have not opted out.

Heel Hero information

Heel Hero may ask you to select or enter information relating to your heel or Achilles symptoms, pain location, activities, potential loading factors, footwear and calf function.

Some Heel Hero information may be stored locally within your web browser or device so that the recovery pathway can respond to selections you have made and retain your progress.

Information stored locally in your browser may remain on that device until browser data is cleared or the information is otherwise reset. Locally stored information may not automatically transfer between devices.

Other information associated with purchasing, accessing or administering Heel Hero may be processed through our website, ecommerce, payment, communications or account systems.

Payments

When you purchase Heel Hero or another paid product or service, payment information may be processed by third-party payment and ecommerce providers.

Sydney Heel Pain Clinic does not need to receive or store your complete payment card details where those details are processed directly by the relevant payment provider.

We may retain transaction information reasonably necessary to confirm a purchase, provide access, issue receipts, process refunds, maintain financial records and respond to payment-related enquiries.

Service providers

Sydney Heel Pain Clinic uses third-party systems and service providers to operate parts of our business and online services.

These may include providers involved in:

• website hosting and website functionality;
• appointment and practice management;
• payment processing and ecommerce;
• email and customer communications;
• account or access management;
• analytics and website performance;
• advertising and marketing;
• accounting and business administration; and
• information technology and security.

Personal information may be disclosed to these providers where reasonably necessary for them to perform services on our behalf or provide functionality you have requested.

Cookies, analytics and advertising technologies

Our website may use cookies and similar technologies to support website functionality, remember preferences, understand how visitors use the website, measure performance and support advertising or marketing activities.

Information collected through these technologies may include pages visited, interactions with the website, browser or device information, approximate location derived from technical information, referring pages and similar website usage information.

Some of these technologies may be provided by third-party analytics, advertising or technology providers.

You can control or delete many cookies through your browser settings. Restricting some cookies may affect certain website functions.

Marketing communications

Where permitted by law, Sydney Heel Pain Clinic may use contact information to send information about clinic services, Heel Hero or other information that may be relevant to you.

You can unsubscribe from marketing emails using the unsubscribe facility provided in the communication or by contacting us.

Unsubscribing from marketing does not prevent us from sending communications that are reasonably necessary to administer an appointment, purchase, account, transaction or service you have requested.

When information may be disclosed

Sydney Heel Pain Clinic does not sell personal information as part of its ordinary business operations.

We may disclose personal information:

• where you have authorised or requested the disclosure;
• to service providers assisting us to operate our business;
• where reasonably necessary to provide a service you have requested;
• to professional advisers where reasonably necessary;
• where required or authorised by law;
• where reasonably necessary to investigate fraud, misuse, security incidents or unlawful activity; or
• where otherwise permitted under applicable privacy or other laws.

Overseas processing and international users

Sydney Heel Pain Clinic is based in New South Wales, Australia. Some of the technology and service providers used to operate our website, payments, communications, analytics and digital services may process or store information outside Australia.

Heel Hero may also be purchased and accessed by people located outside Australia.

Where privacy laws outside Australia apply to the handling of your personal information, we will respect rights and obligations that apply to us under those laws.

Depending on where you live, you may have additional privacy rights under the laws of your country, state or other jurisdiction.

Security

Sydney Heel Pain Clinic takes reasonable administrative, technical and organisational measures to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

No website, internet transmission or electronic storage system can be guaranteed to be completely secure. You should also take reasonable steps to protect passwords, account details and devices used to access our services.

Retention of information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected and to meet applicable clinical, professional, taxation, accounting, regulatory and legal requirements.

Different categories of information may be subject to different retention requirements.

When information is no longer reasonably required, we may take appropriate steps to delete, destroy or de-identify it, subject to any requirement or legitimate need to retain it.

Access and correction

You may contact Sydney Heel Pain Clinic if you would like to request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before providing access to or changing personal information.

In some circumstances, applicable law may permit or require us to refuse or limit a request. If that occurs, we will respond as required by applicable law.

Additional privacy rights

Depending on where you live and the privacy laws that apply, you may have additional rights relating to your personal information.

These may include rights to request access, correction or deletion of certain information, to object to or restrict certain processing, to withdraw consent where processing depends on consent, or to receive information about how your personal information is handled.

These rights are subject to the conditions, limitations and exemptions contained in the applicable law.

Children

Heel Hero is not intended to be purchased or independently used by children without appropriate involvement from a parent, guardian or healthcare professional.

If you believe that personal information relating to a child has been provided to us in circumstances where it should not have been, please contact Sydney Heel Pain Clinic.

Privacy enquiries and complaints

If you have a question, concern or complaint about how Sydney Heel Pain Clinic has handled your personal information, please contact us so that we can investigate and respond.

We may ask you for additional information where necessary to understand the issue or verify your identity.

You may also have the right to make a complaint to an appropriate privacy or data protection regulator where applicable.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology, business practices or legal obligations.

The date displayed at the top of this page identifies the most recent version.