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Effective 11 September 2026.

Pivotal Motion Education is published by Pivotal Momentum Pty Ltd (ABN 84 640 834 235), in conjunction with Pivotal Motion Physiotherapy. We take complaints seriously. If something we have published is wrong, if we have handled your information poorly, or if we have simply let you down, we want to hear about it and we want to fix it.

This policy explains who can complain, how to complain, what we will do, how long it will take, and what you can do if you are not happy with our answer.

Our commitment

We will treat every complaint fairly, respectfully and confidentially. Complaining is free. You will not be treated any differently by us because you have made a complaint. We will not ask you to withdraw a complaint as a condition of resolving it.

Who can lodge a complaint

Anyone can. You do not need to be a customer or a subscriber. This includes readers of the site, health professionals and students who use our educational content, people whose personal information we hold, authors and copyright owners, and members of the public.

You can complain on behalf of someone else if they have asked you to. We may ask for their consent before we discuss their personal information with you.

We accept anonymous complaints and we will still investigate them. Please understand that if you do not give us contact details we cannot ask you follow up questions, and we cannot tell you the outcome.

What you can complain about

This policy covers complaints about Pivotal Motion Education, including:

  • Content accuracy. Something we have published is factually wrong, out of date, misrepresents the evidence, or misquotes a source.
  • Advertising, affiliate links and product recommendations. Anything you consider misleading, insufficiently disclosed, or not properly separated from our editorial content.
  • Privacy. How we collected, used, stored, disclosed or secured your personal information, or a request for access or correction that we have not handled well.
  • Email and marketing. Messages you did not ask for, or an unsubscribe request we did not action.
  • Copyright and attribution. Use of your material without permission or without proper credit.
  • Accessibility. Difficulty using the website or accessing our content.
  • Conduct. The way a member of our team has communicated with you.

What this policy does not cover

Pivotal Motion Education is a separate business from the Pivotal Motion Physiotherapy clinic. Complaints about clinical treatment, appointments, fees or clinic staff should go directly to the clinic.

In Queensland, complaints about a health service, and about the conduct of a registered health practitioner, are made to the Office of the Health Ombudsman at www.oho.qld.gov.au or on 133 646. The Office of the Health Ombudsman is the single entry point for those complaints in Queensland, and it works with the Australian Health Practitioner Regulation Agency on matters involving registered practitioners. You do not have to come to us first before contacting a regulator, and nothing in this policy prevents you from doing so.

How to lodge a complaint

Use whichever of these suits you:

To help us resolve things quickly, please tell us your name and how to contact you, the page or article involved (a link is ideal), what happened and when, and what outcome you are looking for. If you have supporting material, such as a screenshot or a reference to a research paper, please include it.

What happens next

  1. Acknowledgement. We will acknowledge your complaint within 5 business days and tell you who is handling it.
  2. Assessment. We decide whether the matter is a complaint under this policy, an enquiry, or something that needs to go to the clinic or another organisation. If it belongs elsewhere, we will tell you promptly and, where we can, point you to the right place.
  3. Investigation. We review the material, the relevant records and, where necessary, the underlying evidence or source. We may come back to you for more detail. We keep the investigation proportionate to the issue.
  4. Outcome. We will give you a substantive response within 20 business days. If it will take longer, we will tell you why and give you a revised date. We will explain what we found, what we have done or will do, and what to do if you are not satisfied.

If your complaint is a privacy complaint, or a request to access or correct the personal information we hold about you, we will give you a final response within 30 calendar days. That reflects what the Office of the Australian Information Commissioner expects before it will consider a complaint.

If your complaint is that something posted on this site by another person is defamatory, tell us in writing and identify the material. We will assess a complaint of that kind straight away, and where we consider it warranted we will remove the material or prevent access to it within 7 days of receiving your complaint.

Complaints about content accuracy

Our readers are physiotherapists, exercise physiologists, allied health professionals, students and coaches. Content that is wrong on this site can influence professional practice, so we handle accuracy complaints on their own pathway:

  • The disputed statement is checked against the sources cited for it.
  • Where the complaint identifies an error, we correct the article and add a dated correction note so readers can see what changed.
  • Where the content is defensible but unclear, we clarify the wording.
  • Where the evidence has moved on, we update or retire the article rather than leave it standing.
  • Where we disagree, we tell you why and we tell you what sources we relied on.

We do not quietly delete content to make a complaint go away. Corrections are visible.

If you are not satisfied

First, ask us to review it. Reply to our response and ask for an internal review. The complaint will be escalated to the Director, Bobbie-Jo Forsyth-Strong, who will look at it afresh.

If you are still not satisfied, you can take it further at no cost:

  • Privacy matters: the Office of the Australian Information Commissioner, www.oaic.gov.au, 1300 363 992. The OAIC will normally expect you to have complained to us first and to have given us time to respond.
  • Consumer and advertising matters: the Australian Competition and Consumer Commission, www.accc.gov.au. The ACCC uses reports to inform its enforcement work and does not usually resolve individual disputes. For an individual dispute in Queensland, contact the Office of Fair Trading Queensland at www.qld.gov.au/fairtrading, or the equivalent consumer agency in your state or territory.
  • Spam and unsolicited messages: the Australian Communications and Media Authority, www.acma.gov.au.
  • Health service and health practitioner conduct in Queensland: the Office of the Health Ombudsman, www.oho.qld.gov.au or 133 646.

Records and improvement

We keep a register of complaints recording the date received, the nature of the complaint, who handled it, the outcome and the date closed. Records are held securely, and are used only for handling the complaint, meeting our legal obligations and improving what we do.

We review the register at least annually to look for patterns. Where a complaint shows a weakness in our editorial process, our disclosures or our systems, we fix the cause and not just the individual article. Changes made as a result are noted in the register.

Contact

Pivotal Motion Education
Pivotal Momentum Pty Ltd (ABN 84 640 834 235), in conjunction with Pivotal Motion Physiotherapy
240 Enoggera Road, Newmarket QLD 4051, Australia
support@pivotalmotioneducation.physio
https://pivotalmotioneducation.physio