top of page

Privacy Policy

 

Guide Collective Pty Ltd (ABN 63 689 815 101)
Effective Date: April 2026

​

 

1. Our Commitment to Your Privacy

At Guide Collective, we are committed to protecting your privacy and handling your personal information with care, transparency, and integrity.
As a provider of health, wellness, and allied health services, we recognise that much of the information we collect is sensitive health information and must be managed to a higher standard.
We manage your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as any other applicable health privacy or record‑keeping obligations.

 

2. What Information We Collect

The type of personal information we collect about you will depend on your relationship with us and the services you receive.
We may collect the following types of information:

Personal Information

  • Name, email address, postal address, and phone number

  • Date of birth and age

  • Emergency contact details and next of kin information

  • Payment and billing information (including limited card details processed via third‑party payment providers)

  • Information about your occupation, preferred contact methods, and communication preferences

Health & Sensitive Information

  • Medical history, injuries, and health conditions

  • Medications and relevant clinical information

  • Referral letters, specialist reports, and test results

  • Assessment results, treatment notes, and care plans

  • Information required to deliver allied health, wellness, and performance services (for example, goals, limitations, and risk factors)

Fitness & Performance Data

  • Strength testing results

  • VO₂ max and cardiovascular metrics

  • Body composition data

  • Functional, movement, and performance assessments

  • Exercise adherence and training load information

Digital & Usage Information

  • App usage data (including Guide Connect and Pthwy)

  • Membership and booking data (for example, attendance history, bookings, cancellations)

  • Website usage and analytics data (such as pages viewed, referral sources, and time on site)

  • Device and browser information, IP address, and general location information

Surveillance

  • CCTV footage collected within our facilities for safety, security, and risk management purposes

Where reasonably practicable, we will collect personal information directly from you.

 

3. How We Collect Your Information

We collect information in a number of ways, including:

  • Through our website (for example, forms, enquiries, bookings)

  • In‑person during assessments, consultations, classes, and sessions

  • Through our digital platforms (including Pthwy, Guide Connect, Momence, and Technogym systems)

  • Via email, phone, and other communications you have with us

  • Via third‑party referrals (for example, GPs, healthcare providers, and other referrers), where appropriate and lawful

  • Through wearable device integrations (for example, Apple Health, Garmin, Whoop), where you have authorised the connection and such data sharing

  • From your authorised representative (for example, a parent, guardian, carer, or attorney), where relevant and appropriate

Where we collect information about you from someone else, we will take reasonable steps to let you know that we have done so and explain how we will handle that information, unless it is not reasonable or practicable to do so.

 

4. Why We Collect Your Information (Purposes)

We collect, hold, use, and disclose your information for purposes that are reasonably necessary for our functions and activities as a health and wellness provider.
These purposes include to:

  • Deliver safe, effective, and personalised health, wellness, and performance services

  • Conduct assessments, track progress over time, and optimise clinical and performance outcomes

  • Manage memberships, accounts, bookings, payments, and related administration

  • Communicate with you about your services, appointments, programs, and updates

  • Respond to your enquiries, feedback, and complaints

  • Improve our services, programs, digital platforms, and user experience (including through de‑identified or aggregated analytics)

  • Train staff, maintain quality and safety, and manage risk within the organisation

  • Meet our legal, clinical, regulatory, and professional obligations, including health record‑keeping requirements, incident reporting, and insurance obligations

We will generally only use or disclose your health information for the primary purpose for which we collected it, or for a directly related secondary purpose that you would reasonably expect, unless you consent to another use or disclosure or we are otherwise permitted or required by law.

 

5. Sharing Your Information

We will only share your personal or health information in line with the Australian Privacy Principles and health privacy obligations.
We may share your information:

  • With your explicit consent, including with:

    • General Practitioners and other healthcare providers involved in your care

    • Aged care providers, hospitals, and other facilities

    • Insurance companies, compensable or funding bodies (for example, workers’ compensation, NDIS, or similar schemes), where required to support funding or claims

  • With your authorised representative (for example, a parent, guardian, or carer), where appropriate and in line with applicable law

  • With our professional advisers (for example, insurers, lawyers, or accountants) where reasonably necessary for advisory or risk‑management purposes, subject to confidentiality obligations

  • With third‑party service providers who help us operate our business (see Section 6) and who are bound to handle personal information in accordance with applicable privacy requirements

  • Where required or authorised by law (for example, to respond to a subpoena, mandatory reporting, public health requirements, or to lessen or prevent a serious threat to life, health, or safety)

We do not sell your personal information.

 

6. Third‑Party Platforms & Services

We use a range of trusted third‑party platforms to deliver our services and run our business.
These may include:

  • Payments: Tyro

  • Membership & Booking Systems: Momence, Technogym

  • Internal Systems & CRM: HubSpot, monday.com, Microsoft (Outlook and Office suite), Xero

  • Marketing & Communications: Mailchimp and similar email or marketing automation tools

  • Proprietary Platform: Pthwy

  • Wearable Integrations: Apple Health, Garmin, Whoop, and similar devices or platforms you choose to connect

These providers may store data on secure servers, which may be located outside of Australia, including via global cloud providers such as Amazon Web Services (AWS) or similar infrastructure.
Where we disclose personal information to overseas recipients, we take reasonable steps to ensure those recipients do not breach the APPs in relation to that information, and in many cases we remain accountable for their handling of your information.

We take reasonable steps to ensure these providers meet appropriate data protection and security standards and have contractual terms in place to protect your personal information.

 

7. Cookies & Tracking Technologies

Our website uses cookies and similar tracking technologies to improve your experience and understand how our website is used.
This includes (but may not be limited to):

  • Google Analytics

  • Meta (Facebook and Instagram) tracking pixels

  • Other analytics or marketing tools from time to time, which may collect information about your interactions with our website

These tools help us analyse traffic, personalise content, measure the effectiveness of campaigns, and improve our services.
You can control or disable cookies through your browser settings; however, this may affect your ability to use some website features.

 

8. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure.
This includes measures such as:

  • Secure digital systems and platforms, including password protection and encrypted transmission where appropriate

  • Role‑based access controls, user permissions, and audit logs

  • Physical security measures at our premises, including CCTV

  • Staff training, confidentiality agreements, and professional obligations

  • Data backup and disaster‑recovery processes

Despite our efforts, no method of transmission or storage is completely secure, and we cannot guarantee absolute security of your information.
We encourage you to take care when sharing personal information online and to notify us promptly if you suspect any misuse or breach of your information.

If we experience a data breach that is likely to result in serious harm, we will assess and respond in line with the Notifiable Data Breaches scheme under the Privacy Act, including notifying you and the Office of the Australian Information Commissioner (OAIC) where required.

 

9. Accessing and Correcting Your Information

You have the right to:

  • Access the personal information we hold about you, subject to some exceptions under the Privacy Act

  • Request corrections if your information is inaccurate, incomplete, or out of date

To make an access or correction request, please contact us using the details below.
We may need to verify your identity before responding to your request and may charge a reasonable fee for providing access, where permitted by law (for example, for large or complex requests), but we will let you know in advance if any fees apply.

 

10. Retention of Information

We retain personal and health information for as long as necessary to:

  • Provide services to you and manage our relationship with you

  • Maintain appropriate clinical, health, and business records

  • Meet legal, regulatory, and professional record‑keeping requirements (which may prescribe minimum retention periods for health records)

When information is no longer required and we are not legally required to retain it, we will take reasonable steps to destroy or de‑identify it in a secure manner.

 

11. Making a Privacy Complaint

If you have any concerns or complaints about how your information is handled, or believe your privacy has been breached, please contact us first so we can investigate and attempt to resolve the issue.
Please provide as much detail as you can about your concern so that we can respond effectively.

We will acknowledge your complaint, investigate it, and respond within a reasonable period.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

  • Website: www.oaic.gov.au

  • Phone: 1300 363 992

  • Post: GPO Box 5218, Sydney NSW 2001

 

12. Contact Us

For any privacy‑related questions, requests, or concerns, or to make a complaint or request access/correction, please contact:

Guide Collective Pty Ltd
ABN: 63 689 815 101
Address: 405/77 Dunning Ave, Rosebery NSW 2018
Email: melanie@guidecollective.com.au

 

13. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, or legal requirements.
The latest version will always be available on our website and will include the effective date at the top.
We may also notify you of significant changes through our usual communication channels where appropriate.

bottom of page