Capel Sound Chiropractic 1639 Point Nepean Road, Capel Sound VIC 3940 Trading name of El Clinico Magnifico Pty Ltd, ABN 83 642 618 568
Last updated: 14/8/2026
Who this covers
This policy explains how we handle your personal information, including your health information. It applies to everyone who contacts the practice — whether you attend an appointment, call us, or leave a message.
We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and by the Health Records Act 2001 (Vic).
Health information is sensitive information under the Privacy Act, which means it has stronger protections than ordinary personal information. We treat it that way.
What we collect
When you become a patient: your name, date of birth, contact details, Medicare or health fund details where relevant, your health history, and the clinical records we make in the course of treating you.
When you call the practice: your name, date of birth and phone number, and whatever you tell us about why you are calling.
We collect your date of birth to confirm we are speaking to the right person before we discuss anything about an existing appointment. We ask for it every time for that reason.
Our after-hours phone assistant
Outside opening hours, and when nobody can reach the phone during the day, calls are answered by an automated assistant using artificial intelligence. It introduces itself as an AI at the start of every call.
It can book, change and cancel appointments, answer basic questions about the practice, and take messages. It does not give health advice and does not have access to your clinical records.
These calls are recorded and transcribed. You are told this at the start of the call, before anything else. If you would rather not speak to an automated system or be recorded, hang up and call back during opening hours, or email info@cschiro.com.au — you will not be disadvantaged for doing so.
Recordings and transcripts are kept for 7 days, and are used to make sure the assistant is working properly and handled your call correctly. They are not used for marketing.
Who we share it with, and where they are
We do not sell your information, and we do not disclose it for marketing.
To run the practice and answer the phone we use the following service providers. Some are overseas, which means your information may be stored or processed outside Australia.
| Provider | What they handle | Where |
|---|---|---|
| Cliniko | Appointments and clinical records | Australia |
| Fly.io | The service connecting the phone assistant to our diary | Stored in Sydney; the provider is US-based |
| Twilio | The phone line itself | United States |
| ElevenLabs | Speech recognition and the assistant’s voice | United States |
| Anthropic | The language model the assistant uses to understand and reply | United States |
| Resend | Email delivery for messages taken after hours | United States |
Under Australian Privacy Principle 8 we take reasonable steps to ensure overseas recipients handle your information consistently with the Australian Privacy Principles. By using our phone service you should be aware that your information may be disclosed to recipients in the countries listed above.
We also disclose information where you ask us to, where another practitioner is involved in your care with your consent, or where the law requires it.
Keeping it safe
Access to our systems is restricted to people who need it. Information moving between our phone assistant and our appointment system is encrypted, and the assistant is limited to booking and messages — it cannot read clinical notes.
How long we keep it
Health records are kept for at least seven years from your last visit, or until a patient who was a child turns 25, as required by law. Call recordings and transcripts are kept for 7 days and then deleted.
Getting access, or correcting something
You can ask for a copy of the personal information we hold about you, and ask us to correct anything that is wrong. Contact us on the details below. We will respond within 30 days. There may be a reasonable fee for providing copies of health records.
If you are unhappy
Tell us first — contact details below — and we will look into it and respond within 30 days.
If you are not satisfied you can contact:
- Office of the Australian Information Commissioner — oaic.gov.au, 1300 363 992
- Health Complaints Commissioner (Victoria) — hcc.vic.gov.au, 1300 582 113
Contact us
Dr Nick Ruffin, Capel Sound Chiropractic 1639 Point Nepean Road, Capel Sound VIC 3940 info@cschiro.com.au · (03) 5986 5516
Changes
We update this policy when our practices change. The current version is always on our website, and the date it was last updated is at the top.