At Total Body Physio we are committed to treating every patient with respect, transparency, and care. This page explains your rights, how we use your information, and what to do if something goes wrong.
As a patient receiving health and disability services in New Zealand, you are protected by the Code of Health and Disability Services Consumers' Rights (the Code), established under the Health and Disability Commissioner Act 1994. These rights apply to every appointment at every Total Body Physio clinic.
Total Body Physio Limited is committed to protecting your personal and health information in accordance with the Privacy Act 2020 and the Health Information Privacy Code 2020.
What we collect
We collect information necessary to provide physiotherapy services. This includes your name, contact details, date of birth, medical history, treatment notes, ACC claim information, and billing records. We only collect what we need.
How we use your information
Your information is used to assess, treat, and manage your health care; to process ACC claims on your behalf; to communicate with your GP or other health providers where clinically appropriate and with your consent; and to fulfil our legal and professional obligations.
Who we share it with
We do not sell or share your health information with third parties except where required by law, with your explicit consent, or where necessary to provide your care (such as referrals or ACC). We may share anonymised, non-identifiable data for quality improvement.
How we store it
Your records are stored securely in Cliniko, a healthcare practice management platform that meets New Zealand privacy requirements. Cliniko is cloud-based and stores data in Australia with encryption in transit and at rest. Staff access is role-based and limited to what is needed for your care.
Our AI assistant — Jenny
Our website includes Jenny, an AI-powered chat assistant. Conversations with Jenny may be used to help answer your questions and assist with bookings. Jenny does not have access to your clinical records. Chat logs may be reviewed by clinic staff to improve the service. No identifiable chat data is used to train AI models.
Your privacy rights
You have the right to access your health records, request corrections, ask how your information is being used, and complain if you believe your privacy has been breached. Contact us at admin@totalbodyphysio.co.nz to make a request.
Retention
Health records are retained for a minimum of 10 years from the date of last contact (or until a child turns 26), in line with professional requirements.
Privacy complaints
If you believe we have breached your privacy, please contact us in the first instance. If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner at privacy.org.nz or phone 0800 803 909.
Total Body Physio is an ACC registered provider. When you receive ACC-funded treatment, you have the following rights:
Access to treatment
If you have a covered injury, you are entitled to receive treatment funded by ACC. You do not need a GP referral — we can lodge your claim on the day of your first appointment.
Right to choose your provider
You have the right to choose which ACC-registered physiotherapist treats you. You are not required to stay with a particular provider.
Right to information
You have the right to be told what treatment ACC is funding, how many sessions have been approved, and what any co-payment will be before your appointment.
Right to a second opinion
You have the right to seek a second opinion about your diagnosis or treatment plan at any time.
Right to dispute
If ACC declines your claim or limits your treatment, you have the right to review and appeal that decision. We can help you understand the process. For more information visit acc.co.nz.
Co-payments
ACC covers a portion of your treatment cost. A co-payment (patient contribution) applies at most clinics. Our current co-payment rates are available on our pricing page. Panmure — Lagoon Pools currently has a $0 co-payment for all ACC patients.
We take all feedback seriously and are committed to resolving concerns quickly and fairly. You will not be disadvantaged in any way for raising a concern or complaint.
If you have any questions about your rights, our privacy practices, or how to make a complaint, please contact us.
Last updated: April 2026 · Total Body Physio Limited, Auckland, New Zealand