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Privacy policy

​Twenty 11 Chiropractic & Remedial Massage Last updated: February 2026

We respect your privacy and are committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy explains how we collect, use, disclose, store, and protect your information when you interact with our website (twentyeleven.com.au), book appointments, or receive chiropractic and remedial massage services.

This policy applies to personal information we collect as a health service provider. By using our website, contacting us, or attending appointments, you consent to the practices described here. If you do not agree, please do not provide us with your information.

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1. Who We Are

Twenty 11 Chiropractic & Remedial Massage is operated by Jennifer Howard (ABN 96654693443 contact: info@twentyeleven.com.au). We provide gentle chiropractic adjustments, remedial massage, dry needling, Active Release Techniques (ART), exercise rehabilitation, and related advice in Potts Point, Sydney.

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2. Types of Information We Collect

We collect two main types of information:

  • Personal information: Name, contact details (phone, email, address), date of birth, emergency contacts, payment/insurance details (if relevant).

  • Sensitive health information: Medical history, symptoms, pain details, injury/treatment records, posture/movement assessments, and notes from consultations (this is "sensitive" under the Privacy Act and handled with extra care).

We collect this directly from you (via intake forms, consultations, emails, phone calls, or booking requests) or indirectly (e.g., referrals from other providers with your consent).

We do not knowingly collect information from children under 18 without parental/guardian involvement. If we do, we require appropriate consent.

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3. How We Use Your Information

We use your information only for legitimate purposes related to your care, including:

  • Providing and personalizing chiropractic, remedial massage, and rehabilitation services.

  • Managing appointments, reminders, and follow-ups.

  • Communicating with you (e.g., treatment plans, advice, or administrative matters).

  • Billing and processing payments/insurance claims (with your consent).

  • Improving our services and maintaining records for professional standards.

  • Complying with legal obligations (e.g., mandatory reporting).

We process information based on your consent, the need to provide services (contractual), legal requirements, or our legitimate interests (e.g., safe record-keeping).

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4. Disclosure of Your Information

We do not sell or rent your information. We may disclose it only when necessary:

  • To service providers who help us operate (e.g., booking systems like Cliniko, payment processors) — they are bound by confidentiality and privacy obligations.

  • To other health professionals (e.g., referrals) with your consent.

  • To insurers or workers' compensation authorities if you claim benefits (with your consent).

  • If required by law (e.g., subpoenas, mandatory reporting).

Use of Heidi Health AI Scribe To stay fully present during consultations and reduce administrative time, we use Heidi Health — a secure, Australian-based AI-powered clinical scribe tool. Heidi assists with transcribing conversations and generating draft clinical notes, which we always review and edit for accuracy.

  • We only use Heidi with your explicit verbal consent (you can opt out at any time without affecting your treatment).

  • Audio is processed temporarily and securely in Australia. It is not stored long-term by Heidi, not used to train AI models, and pseudonymized where possible.

  • All notes remain under our control and are stored securely in compliance with Australian privacy laws.

  • For more details, see Heidi Health's Privacy Policy: https://www.heidihealth.com/legal/privacy-policy.

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5. Storage and Security

We store information securely using encrypted systems with restricted access (only to authorized staff). Data is held in Australia where possible. We take reasonable steps to protect against unauthorized access, loss, or misuse, but no internet transmission is 100% secure — we cannot guarantee absolute security.

Retention: We keep records only as long as needed for treatment, legal requirements (e.g., professional standards require 7 years for adult health records), or dispute resolution. After that, information is securely deleted or de-identified.

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6. Your Rights

You have rights under the Privacy Act, including:

  • Access and correction of your information (contact us to request).

  • Withdrawal of consent (where consent is the basis — may limit services).

  • Complaints: Contact us first at info@twentyeleven.com.au or [0420 615 806]. We'll respond promptly. If unresolved, you can complain to the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au.

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7. Cookies and Website Analytics

Our website uses cookies and analytics tools (e.g., Wix/Google Analytics) for functionality, security, and usage insights (e.g., page views). These collect anonymized data (no personal identification unless you provide it). You can manage cookies via your browser settings. We do not respond to Do Not Track signals at this time.

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8. Changes to This Policy

We may update this policy from time to time. Changes will be posted here with a new "Last updated" date. Significant changes may be notified via email or website notice. Continued use after changes means acceptance.

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9. Contact Us

For questions, access requests, complaints, or opt-outs: Email: info@twentyeleven.com.au Phone: [insert your phone number] Address: [insert full practice address, e.g., Kingsclere Building, Greenknowe Ave, Potts Point NSW 2011]

This policy was last updated in February 2026 to reflect current practices, including use of secure AI tools for note-taking.

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