Privacy Policy
Last updated: 01/11/2026
The short version
- We collect what we need to book and treat you, including the health information you share with Marijo.
- We use it to treat you, manage your bookings and make health fund claims you ask for.
- We never sell it. We only share it with the services that run our bookings and claims, or where the law requires.
- You can ask to see or correct your information at any time.
- If you have a concern, talk to us first. You can also contact the Health Complaints Commissioner or the OAIC.
Who we are
Muscle Mend is a remedial massage clinic at 95 Hughes Parade, Reservoir VIC 3073, run by Marijo Mikulic as a sole trader (ABN 68 835 715 195). "We", "us" and "our" in this policy mean Muscle Mend.
We handle your information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and the Health Records Act 2001 (Vic) and the Health Privacy Principles.
What we collect
- Your details: name, phone number, email address and appointment history.
- Your health information: what you tell us about your health, injuries and symptoms, and Marijo's notes on each treatment.
- Health fund details: what's needed to claim on the spot through HICAPS, if you choose to claim.
- Messages: what you tell us by phone, text, email or social media.
- Website use: how visitors use this website, through cookies (see "Our website").
Health information is sensitive, so we only collect it with your consent and only when we need it to treat you safely. You don't have to give us your information, but without it we may not be able to book or treat you.
How we collect it
Directly from you: when you book online, call or message us, and when you talk with Marijo before and during your treatment. Online bookings are made through Timely, our booking system, which collects your booking details for us.
How we use it
- To book, confirm and manage your appointments.
- To assess and treat you, and keep a record of your treatment.
- To make health fund claims you ask us to make.
- To answer your questions.
- To understand how our website is used and how our advertising performs.
We don't use your information for anything else unless it's directly related and you'd reasonably expect it, you agree to it, or the law requires or allows it.
Who we share it with
We never sell your information. We only share it:
- with Timely, which runs our online bookings;
- with your health fund, through HICAPS, when you ask us to claim;
- with providers that help us run the clinic, such as our email, IT and website services;
- with another health practitioner, if you ask us to;
- with your consent; or
- where the law requires or allows it.
Some of these services, including Timely and Google, may store information on servers outside Australia.
Our website
This website uses Google Analytics and Google Ads, run through Google Tag Manager. They use cookies to record things like the pages you visit, how you found us, and when you tap Book or Call. This doesn't identify you by name.
We don't use remarketing (following you around the web with our ads), and we never send health information to Google. Your booking details go into Timely's booking page, not this website.
You can block or clear cookies in your browser, manage Google ad settings at adssettings.google.com, and opt out of Google Analytics with Google's browser add-on.
How we keep it safe
We keep your records electronically, including in Timely, and on paper if needed. We take reasonable steps to protect them from misuse, loss and unauthorised access, change or disclosure.
By law, we keep health records for at least seven years after your last treatment. If you were under 18 at your last treatment, we keep them until you turn 25. After that, we securely destroy or de-identify them.
Seeing or correcting your information
Contact us to see the information we hold about you or to ask us to correct it. We may need to confirm who you are first.
- We'll respond within 45 days, and sooner where we can.
- You can view your records, get a copy or summary, or have them explained to you.
- Any fee for access is capped by law under the Health Records Regulations 2023. Corrections are free.
- If we can't give you access or don't agree a correction is needed, we'll explain why in writing, and you can ask us to keep a note from you with your records.
Concerns and complaints
If you're unhappy with how we've handled your information or with our service, please tell us first. We'll work with you to fix it quickly and fairly.
If you're still not satisfied, you can contact the Health Complaints Commissioner (HCC), which handles complaints about health services and health information in Victoria. It's free, confidential and impartial. Lodge a complaint at hcc.vic.gov.au or call 1300 582 113 (9am to 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: [email protected]
Changes to this policy
We'll update this policy if the way we handle information changes. The latest version is always on this page.