The Balance Institute Privacy Policy
The Balance Institute ("we", "us", "our") is committed to protecting your privacy. This policy explains how we collect, use, store and disclose your personal and health information, and your rights in relation to that information.
Information we collect
We may collect the following information when you enquire about, book, or attend an appointment:
- Contact details — name, address, phone number, email
- Date of birth and/or NHI number
- Referral information from your GP, ENT specialist, or other referring clinician
- Medical and health information relevant to your assessment, including symptoms, history, and test results
- ACC claim information, where a claim is being made
- Payment and billing details
How we collect information
We collect information directly from you (in person, by phone, email, or through our online booking system), from referring clinicians, and, where relevant, from ACC.
Why we collect and use your information
We use your information to:
- Assess, diagnose and treat your condition
- Communicate with you about appointments and results
- Prepare reports for your referring clinician
- Process ACC claims, where applicable
- Meet our legal, clinical and accreditation obligations
- Manage billing and payment
Who we may share your information with
We only share your information where necessary and permitted by law, including with:
- Your referring clinician (GP, ENT specialist, neurologist or other treating practitioner)
- ACC, where you are making or have made a claim
- Other healthcare providers directly involved in your care, with your consent
- Service providers who support our practice (e.g. booking software, IT support), bound by confidentiality obligations
We do not sell or use your health information for marketing purposes.
Storage and security
Your information is stored securely in our practice management and booking systems, with access restricted to authorised staff. We retain health information for the period required under New Zealand health information retention rules.
Your rights
Under the Privacy Act 2020, you have the right to:
- Access the personal and health information we hold about you
- Request correction of that information if it is inaccurate
To make a request, please contact our Privacy Officer using the details below.
Website and cookies
The Balance Institute NZ operates www.balanceinstitute.nz. Your electronic data may be stored through our hosting data storage (CRM) and databases, and is protected on secure servers behind a firewall. If you use our Online Booking function, please be aware your data may be stored and tracked using our cookies as per below.
Your information is used only for statistical purposes to help us improve our business, and is collected automatically using:
- "Cookies" — data files placed on your device or computer which have an anonymous unique identifier
- "Log files" — files that track actions occurring on our websites, which may collect data including your IP address, browser type, internet service provider and date/time stamps
- "Web beacons", "tags", and "pixels" — electronic files used to record information about how you browse our websites
If you prefer to avoid the use of cookies on a website, you must disable the use of cookies in your browser first, then delete the cookies saved in your browser associated with the website. You may use this option for preventing the use of cookies at any time.
Privacy policy updates
We reserve the right to change this privacy policy from time to time by publishing the revised policy on our website. Your continued use of our services after any changes have been posted on our website indicates your acceptance of those changes.
Complaints
If you have a concern about how we handle your information, please contact us in the first instance. If you remain unsatisfied, you may contact the Office of the Privacy Commissioner (privacy.org.nz).
Contact us
If you have any questions regarding our privacy policy or any other matter, please contact our office manager on admin@balanceinstitute.nz.