Privacy Policy

OT CITY Pty Ltd
ABN: 14 669 311 782
Last updated: 23 June 2026

OT CITY Pty Ltd respects your privacy and is committed to protecting the personal and health information of children, young people, families, caregivers, schools, health professionals and other people who use our services or interact with our website.

This Privacy Policy explains how we collect, use, store, disclose and protect personal information and health information. It also explains how you can access or correct your information and how to make a privacy complaint.

OT CITY Pty Ltd provides paediatric occupational therapy and related allied health services, including assessment, therapy, consultation, reports, school liaison, parent support, NDIS-related documentation and professional communication with other service providers.

For privacy enquiries, please contact:

OT CITY Pty Ltd
ABN: 14 669 311 782
Address: Suite 16/14 Narabang Way, Belrose NSW 2085
Phone: 02 9161 4221
Email: admin@otcity.com.au

We handle personal information and health information in accordance with applicable Australian privacy laws, including:

• the Privacy Act 1988 (Cth);
• the Australian Privacy Principles;
• the Health Records and Information Privacy Act 2002 (NSW); and
• other relevant professional, ethical and health record obligations.

We may collect personal information, sensitive information and health information that is reasonably necessary for us to provide our services.

This may include:

• name, date of birth, age and contact details;
• parent, guardian, caregiver and emergency contact details;
• Medicare, NDIS, plan manager or funding information, where relevant;
• medical, developmental, sensory, behavioural, educational and functional information;
• assessment results, therapy notes, clinical observations and reports;
• information from parents, caregivers, schools, preschools, doctors, psychologists, speech pathologists, behaviour support practitioners and other professionals;
• school or childcare information;
• referral information;
• consent forms, intake forms and service agreements;
• billing and payment information;
• emails, phone notes, website enquiry forms and correspondence;
• images, videos or documents provided to us for clinical purposes, where consent has been given or where otherwise permitted by law.

Because we provide services to children and young people, much of the information we collect may relate to minors. We usually collect this information from a parent, guardian or authorised representative.

We may collect information when you:

• contact us by phone, email, website form or social media;
• complete an intake form, consent form or service agreement;
• attend an appointment or telehealth session;
• provide reports, assessments, school documents or medical information;
• ask us to communicate with a school, preschool, doctor, allied health provider, support coordinator, plan manager or other professional;
• use our website, online booking systems or online payment systems;
• subscribe to updates or resources;
• otherwise interact with OT CITY Pty Ltd.

Where possible, we collect information directly from you. We may also collect information from third parties where you have consented, where it is necessary for service delivery, or where permitted or required by law.

We collect and use personal and health information for purposes including:

• assessing whether our services are appropriate;
• providing occupational therapy assessment, intervention, consultation and reports;
• planning therapy goals and supports;
• communicating with parents, caregivers, schools and relevant professionals;
• preparing NDIS-related documentation, reports, recommendations and funding evidence;
• managing appointments, billing, payments and administration;
• maintaining clinical records;
• responding to enquiries or complaints;
• meeting professional, legal, insurance and regulatory obligations;
• improving our services, systems and website;
• sending relevant service updates or resources, where permitted.

We will not use personal or health information for a purpose unrelated to our services unless you have consented, or unless we are permitted or required to do so by law.

We generally seek consent before collecting, using or sharing health information, particularly where we need to communicate with schools, medical practitioners, allied health professionals, NDIS providers or other third parties.

For children and young people, consent is usually provided by a parent, guardian or authorised decision-maker. Where appropriate, we may also consider the child or young person’s age, maturity, preferences and capacity to participate in decisions about their information.

You may withdraw consent at any time by contacting us. Withdrawing consent may affect our ability to provide some services.

We may disclose personal or health information to:

• parents, guardians or authorised representatives;
• schools, preschools or childcare centres, with consent or where appropriate;
• medical practitioners, allied health professionals, support coordinators, behaviour support practitioners or other treating professionals;
• NDIS plan managers, support coordinators or funding bodies, where relevant;
• insurers, legal advisers, accountants or professional advisers;
• software, cloud storage, booking, billing, email, website hosting, payment processing or IT service providers;
• regulatory bodies, courts, tribunals or government agencies where required or permitted by law;
• emergency services or other parties where necessary to prevent or lessen a serious risk to health, safety or wellbeing.

We only disclose information that is reasonably necessary for the relevant purpose.

OT CITY Pty Ltd uses third-party software and service providers to support safe, efficient and professional service delivery.

Our current core software providers include:

• Zanda for practice management, client administration, appointments, clinical records, billing and related practice functions;
• Google Workspace for business email, document management, calendars, secure file storage and communication; and
• Stripe for secure online payment processing, invoicing, payment administration and related billing functions.

These providers may store, process or transmit information on our behalf. We take reasonable steps to select reputable providers and to ensure that information is handled securely and appropriately.

When you visit our website, some technical information may be collected automatically, such as:

• IP address;
• browser type;
• device information;
• pages visited;
• time and date of access;
• referral source;
• general website usage information.

Our website may use cookies or similar technologies to improve functionality, understand website traffic and enhance the user experience. You can usually disable cookies through your browser settings, although some parts of the website may not function properly.

If we use third-party analytics tools, booking platforms, forms, payment processors or embedded content, those services may collect information in accordance with their own privacy policies.

Information sent through website forms, email or online platforms may not always be fully secure. We take reasonable steps to protect information, but we cannot guarantee the security of information transmitted over the internet.

Please avoid sending highly sensitive information through website forms unless requested by us or unless you are comfortable doing so.

We may send service updates, resources or newsletters where you have consented or where permitted by law.

You can unsubscribe from marketing or non-essential communications at any time by using the unsubscribe option or contacting us directly. We will continue to send essential administrative or clinical communications where necessary for service delivery.

We take reasonable steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification or disclosure.

These steps may include:

• secure electronic record systems;
• password protection and access controls;
• secure cloud storage or practice management software;
• staff confidentiality expectations;
• limiting access to information to those who need it;
• secure disposal or de-identification when information is no longer required;
• regular review of privacy and information handling practices.

Some of the software, cloud storage, email, website, booking, payment or administrative systems we use may store or process information outside Australia.

This may include services provided through Zanda, Google Workspace, Stripe or other approved technology providers used by OT CITY Pty Ltd.

Where personal information is disclosed to an overseas recipient, we will take reasonable steps to ensure that the recipient handles the information appropriately and in accordance with applicable privacy requirements, unless an exception applies.

We retain health records for as long as required by law and professional obligations.

In NSW, private health service providers are generally required to retain health information for:

• adults: at least 7 years from the last occasion on which a health service was provided; and
• children and young people: until the person has reached 25 years of age.

After the relevant retention period, records may be securely destroyed or de-identified where lawful and appropriate.

You may request access to personal or health information that we hold about you or your child.

We may need to verify your identity and authority before providing access. In some circumstances, we may refuse access or provide limited access where permitted by law, such as where access would create a serious risk to another person’s health or safety, unreasonably impact another person’s privacy, or where legal restrictions apply.

To request access, please contact us at admin@otcity.com.au.

We take reasonable steps to ensure that the information we hold is accurate, up to date and complete.

Please contact us if you believe any information we hold is incorrect, outdated or incomplete. If appropriate, we will correct the information or add a note to the record.

If a data breach occurs, we will take steps to contain and assess the breach. Where required under the Notifiable Data Breaches scheme, we will notify affected individuals and the Office of the Australian Information Commissioner.

If you have a concern about how we have handled your personal or health information, please contact us first so we can try to resolve the issue.

Privacy complaints can be sent to:

Privacy Officer
OT CITY Pty Ltd
Suite 16/14 Narabang Way
Belrose NSW 2085
Phone: 02 9161 4221
Email: admin@otcity.com.au

Please include your name, contact details and a brief description of your concern.

We will aim to respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact:

• the Office of the Australian Information Commissioner for privacy complaints under the Privacy Act; or
• the Information and Privacy Commission NSW for NSW health privacy concerns.

We may update this Privacy Policy from time to time to reflect changes in our services, website, systems or legal obligations.

The most current version will be published on our website with the date of last update.