Privacy
How we handle your information
MoveWell 2 LiveWell handles personal and health information so we can answer enquiries, organise care, communicate with authorised people and meet our clinical and legal responsibilities.
Last updated: 3 October 2026. This summary explains the information practices used by this website and the MoveWell service.
Information we may collect
This can include names, contact details, suburb, preferred appointment details, funding information, referral information and health details that you or an authorised referrer choose to provide. We may also receive ordinary technical information generated when a website is used, such as browser, device and security logs.
Why we collect it
We use information to respond to enquiries, decide whether a service is suitable and available, arrange appointments, provide physiotherapy, communicate with a nominated family member or referrer, prepare reports, process payments and funding paperwork, keep clinical records and protect the website from misuse.
Contact and referral forms
When you send this form, Vercel processes the details on our behalf and Resend sends them by email to MoveWell administration. This may include your contact details and, for referrals, the client name, funding information and reason for referral. Resend stores email and log data in the United States and states a 30-day retention period for its standard plans. The email received by MoveWell is handled under our record-management practices. The form handler does not save an additional copy of your enquiry. Send only the information needed and do not use a website form for urgent or emergency information.
Email acknowledgements
If you provide an email address, we may send a general thank-you email through the MoveWell Microsoft 365 mailbox, where a Sent Items copy is retained. Referral acknowledgements go to the referrer’s contact email, not a patient named in the referral. The message does not quote your submission or include health information. To prevent duplicate emails and misuse, private Vercel storage holds limited keyed hashes and timestamps. It does not hold your name, email address, message or referral details. These records are used for operational safeguards, not marketing profiles. Expired safeguards are cleared as new enquiries are processed. You can reply to the acknowledgement or contact MoveWell directly.
Website measurement
We use PostHog for anonymous, cookieless website measurement. We record public page visits and broad actions such as clicking to call, opening the booking portal and completing an enquiry step. Contact and referral field contents, health details, query strings, URL fragments, full referrer addresses and named identities are excluded. We classify arrivals into broad sources such as search, social, other websites or direct/unknown; the source address is not sent or stored. Session recordings, automatic text capture and browser-console recording are disabled. PostHog receives ordinary connection information and uses a daily changing server hash to estimate visits; it does not store analytics cookies or use local or session storage. These estimates do not identify clients or confirm appointments. To keep enquiries working, we also monitor fixed error categories and email delivery status. Patient details, email contents and raw exception messages or stacks are excluded from this monitoring. Server delivery monitoring operates independently of browser analytics preferences. We respect Do Not Track and Global Privacy Control. PostHog processes this measurement in the United States. Read PostHog’s privacy information.
Who may receive information
Information may be shared with the treating team and authorised administration staff. With consent or another lawful basis, relevant information may also be shared with a GP, specialist, hospital, support coordinator, care manager, funding body, insurer, payment provider, IT provider or another person involved in care. We do not sell personal information.
Maps and social links
The home, contact and showroom pages include a Google Map of our public Crows Nest business listing, including Google’s current rating. When the map loads, Google may receive ordinary connection and browser information, such as your IP address, and handle cookies under its own policies. The map is configured not to send the referring page address, and we do not pass enquiry or health details into it. Instagram and Facebook links open those services, where their own privacy policies apply.
Storage and security
Reasonable steps are taken to protect information from loss, misuse and unauthorised access. Email and internet services carry inherent risks, so provide only the detail needed for the enquiry and call us if you prefer to discuss sensitive information another way.
Access, correction and complaints
You can ask to access or correct personal information held about you, subject to lawful exceptions. You can also raise a privacy concern by calling 0405 557 100 or emailing [email protected]. We may need to verify your identity before discussing a record.
Changes to this notice
We may update this page when the website, service providers or legal requirements change. The date above shows the latest website version.