Privacy

Privacy Policy

Last updated: 31/10/2026

About this policy

Muscle Mend is a remedial massage clinic run by Marijo (Mario) Mikulic, a sole trader trading as Muscle Mend (ABN 68 835 715 195), at 95 Hughes Parade, Reservoir VIC 3073. In this policy, "we", "us" and "our" mean Muscle Mend.

This policy explains how we handle your personal information, including your health information. We follow the Privacy Act 1988 (Cth) and its Australian Privacy Principles, and the Health Records Act 2001 (Vic) and its Health Privacy Principles.

What information we collect

• Contact and booking details: your name, phone number, email address, and the dates and times of your appointments.
• Health information: details about your health, injuries, symptoms and treatment that you share with us so we can treat you safely, and our notes about the treatment we provide.
• Health fund details: the details needed to make a claim on the spot through HICAPS, if you choose to claim.
• Enquiries: what you tell us when you contact us by phone, text, email or social media.
• Website information: information about how visitors use this website, collected through cookies (see "Our website, cookies and advertising").

Health information is sensitive information, and we only collect it with your consent and when we need it to treat you. You don't have to give us your information, but if you don't, we may not be able to book or treat you safely.

How we collect it

We collect information directly from you: when you book online, call or message us, and talk with Mario before and during your treatment. Online bookings are made through Timely, our booking provider, which collects your booking details for us.

Why we collect, use and share it

• To book, confirm and manage your appointments.
• To assess and provide your treatment, and keep a record of it.
• To make health fund claims you ask us to make.
• To answer your enquiries.
• To understand how people use our website and to measure our advertising.

We only use or share your information for these purposes, for a directly related purpose you would reasonably expect, with your consent, or where the law requires or allows it.

Who we share it with

We don't sell your personal information. We share it only:

• with Timely, which runs our online bookings;
• with your health fund, through HICAPS, when you ask us to make a claim;
• with other service providers who help us run the clinic, such as our email, IT and website providers;
• with another health service provider, if you ask us to send them your health information;
• with your consent; or
• where the law requires or allows it.

Information stored overseas

Some of the services we use, including Timely and Google, may store information on servers outside Australia. Their own privacy policies explain where and how they store it.

Our website, cookies and advertising

This website uses Google Tag Manager to run Google Analytics and Google Ads. They use cookies and similar technologies to record things like the pages you visit, how you found the site, and when you click a Book or Call button. This doesn't identify you by name. It helps us understand how the website is used and how our advertising is performing.

We don't use Google Ads for remarketing (showing you our ads around the web because you visited this site), and we don't send any health information to Google. Your booking details are entered on Timely's booking page, not on this website.

You can block or delete cookies in your browser settings, manage Google ad personalisation at adssettings.google.com, and opt out of Google Analytics with Google's browser add-on.

How we hold and protect your information

We hold your information in electronic records (including in Timely) and, if we use them, paper records. We take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, change or disclosure.

The law requires health service providers to keep health records for at least seven years after your last treatment, or, if you were under 18 at your last treatment, until you turn 25. After that, we take reasonable steps to destroy or de-identify information we no longer need.

Seeing and correcting your information

You can ask to see the information we hold about you, or ask us to correct it, by contacting us using the details below. We may need to confirm who you are first.

• We'll respond as soon as we can, and within 45 days.
• You can inspect your records, get a copy or a summary, or have them explained to you.
• Any fee for access is limited by law (the Health Records Regulations 2023). There is no fee to ask for a correction.
• If we can't give you access, or we don't agree that a correction is needed, we'll explain why in writing. You can ask us to keep a statement from you with your records.

Making a complaint

If you're not satisfied with how we've handled your information, or with our service, please contact us first. We take complaints seriously and aim to resolve them quickly and fairly.

If you're still not satisfied, you can contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Its service is free, confidential and impartial. You can lodge a complaint online at hcc.vic.gov.au, or phone 1300 582 113 between 9am and 5pm, Monday to Friday.

You can also contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

Contact us

Muscle Mend
95 Hughes Parade, Reservoir VIC 3073
Phone: 0484 531 288
Email: muscle_mend@icloud.com

Changes to this policy

We'll update this policy if the way we handle information changes. The latest version is always on this page.