Privacy policy

About this policy

Kinetiq is an app that physiotherapy clinics use to give patients their home exercise program and to see how they're going with it. It is run by the Kinetiq team, referred to here as “we” or “us”.

This policy explains what information Kinetiq collects, why, where it's kept and who can see it. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Information about your health is sensitive information, and we treat it with extra care.

Your physio's clinic decides what goes in your program and can see what you log. We store and protect this information for the clinic. The clinic's own privacy policy also applies.

What we collect

If you're a patient:

• your name and mobile number, which your physio enters or imports from the clinic's Cliniko records
• your exercise program, which your physio sets up
• which exercises you mark as done or skipped each day
• your daily pain rating (0 to 10) and any comments you write
• messages you send to, and receive from, your physio in Kinetiq
• your reminder settings, and your phone's time zone so reminders arrive at the right time
• when you agreed to use Kinetiq
• records of the text messages we send you, and any reply such as STOP or START
• if you add Kinetiq to your home screen and turn on notifications, an address for sending notifications to that phone
• any feedback you choose to send us

If you're a physio, we also collect your name, email address and sign-in details.

If your clinic uses Cliniko, Kinetiq only reads your name and mobile number from it, and never changes anything in Cliniko. The clinic's Cliniko access key is stored encrypted.

If your clinic takes online bookings, Kinetiq shows a link to the clinic's own booking page. Kinetiq doesn't send anything to it, and anything you enter there goes to your clinic, not to Kinetiq.

We don't ask for your date of birth, address, Medicare number or diagnosis, and we don't need them. Please don't include more health detail in your comments than you're comfortable sharing with your physio.

Why we collect it

• to show you your exercises and record how you're going
• so your physio can see your progress and adjust your program
• so you and your physio can message each other about your program
• to send you your private link and daily reminders by SMS
• to let you know when your physio sends you a message, by text or by app notification if you've turned those on. It only says you have a new message; it never includes what the message says
• to keep Kinetiq secure, fix problems and improve it

We only use your information for these purposes, or as the law requires. We don't sell it, use it for advertising, or send you marketing.

Your consent and choices

Before you first use Kinetiq, we ask you to agree to this information being collected. Using Kinetiq is your choice. If you'd rather not, tell your physio and they can give you your program another way. Because your physio needs to know whose progress they're looking at, you can't use Kinetiq anonymously.

You can turn reminders off at any time in the app, or reply STOP to any of our texts to stop all texts, including new message alerts. App notifications are optional: turn them off in the app's settings or in your phone's settings.

Where your information is stored

Your information is stored in a secure database in Sydney, Australia, run by Supabase. The servers that run the app are also in Sydney, hosted by Vercel. Information is encrypted when it travels between your phone and our servers.

Each clinic can only see its own patients. Only the clinic treating you, and a small number of people on the Kinetiq team who maintain it, can access your information, and only when they need to.

Who we share it with

We use a few trusted services to run Kinetiq. Some of them are based overseas:

• Twilio (United States) sends our text messages. Twilio receives your mobile number and the text itself, which only contains your first name, your clinic's name and a link. It never contains your health information.
• If you turn on app notifications, they're delivered by your phone's notification service (Apple for iPhones, Google for most Android phones). The notification is encrypted so the service can't read it, and it only says you have a reminder or a new message. It never contains your health information.
• Vercel (United States) hosts the app. Its servers for Kinetiq are in Sydney, but like most websites it may process basic technical information such as your IP address and browser type.
• Sentry (United States) helps us find and fix errors. Error reports include technical details such as the page and browser, but are set up not to include your health information.

We take reasonable steps to make sure these services protect your information. We don't share your information with anyone else unless the law requires it.

Cookies

Kinetiq uses one essential cookie to keep you signed in on your phone, so you don't need a password. It lasts 60 days. We don't use advertising or tracking cookies.

How long we keep it

We keep your information for 12 months after your program ends, then delete it, unless your clinic needs us to keep it longer. Clinics may have to keep health records for a set time under state health records laws.

Seeing or correcting your information

You can ask to see the information we hold about you, or ask us to correct it, by asking your physio, who will pass your request on to us. We'll respond within 30 days. There's no charge.

If something goes wrong

If a data breach is likely to cause you serious harm, we'll tell you and the Office of the Australian Information Commissioner, as the law requires.

Questions and complaints

If you have a question or a complaint about how we handle your information, tell your physio and they'll pass it on to us. We'll look into it and reply within 30 days.

If you're not happy with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Changes to this policy

If we change this policy, we'll update the date at the top. If a change affects how we use your information, we'll let you know before it takes effect.