Version 1.0
Effective: September 2026

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1. About these Terms

These Terms and Conditions apply to your use of the website, member portal, digital services, programs and other services provided by Pain Education and Management (PEM).

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PEM is operated by WorkforceIQ Holdings Pty Ltd.

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In these Terms, PEM, we, us and our refer to WorkforceIQ Holdings Pty Ltd and the Pain Education and Management services it operates.

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Our services may include:

• the PEM website and member portal;

• Pain Pal;

• Pain Tracker;

• Pathways and other education programs;

• coaching and navigation;

• consultations and health-related services;

• multidisciplinary and care-coordination programs;

• resources, articles, audio and other educational material; and

• other services made available by PEM from time to time.

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By creating an account, enrolling in or purchasing a service, or accepting these Terms when asked to do so, you agree to these Terms.

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Some individual programs or services may have additional conditions, consent requirements or funding arrangements. Where these apply, we will provide them separately.

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2. Important information about our services

PEM provides a combination of education, digital tools, coaching, navigation, care coordination and access to health-related services.

Not every PEM service is a healthcare service.

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Educational information, Pain Pal content, Pathways content, general coaching, navigation and Pain Tracker are intended to support understanding, self-management and engagement with appropriate healthcare. They are not, by themselves, medical diagnosis or treatment.

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Where PEM arranges or provides access to a consultation with a registered health practitioner, that practitioner is responsible for the professional and clinical services they provide within their scope of practice.

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3. Not a substitute for individual medical advice

General information provided through PEM, including articles, education programs, Pain Pal and Pain Tracker, is not intended to replace individual advice from an appropriately qualified health practitioner.

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Information about health conditions, medications, treatments, exercise, psychological strategies or other health matters may not be appropriate for every person.

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You should seek advice from an appropriately qualified health practitioner about your individual circumstances before making significant changes to treatment, medication or healthcare.

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You should not disregard professional medical advice, or delay seeking it, because of information provided through PEM.

 

4. Emergencies and urgent care

PEM is not an emergency or crisis service.

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Pain Tracker, Pain Pal, online programs, messages, forms and other PEM digital services are not continuously monitored for urgent health concerns.

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Information entered into a PEM digital service should not be used as a way of seeking emergency assistance.

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If you believe you are experiencing a medical emergency, call 000 or attend an appropriate emergency service.

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If you require urgent medical or mental health assistance, contact an appropriate healthcare or crisis service.

 

5. Pain Tracker

Pain Tracker is a self-management and information tool designed to help you record aspects of your health, pain, function and daily life and observe changes over time.

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Pain Tracker may generate scores, summaries, graphs, trends or other information from the information you enter.

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These outputs are intended to assist understanding and discussion. They do not constitute a diagnosis, clinical assessment or recommendation for treatment

• You remain responsible for seeking appropriate professional advice about changes in your health or symptoms.

• Sharing Pain Tracker information

• You can use Pain Tracker without sharing your Pain Tracker information with clinicians.

• Pain Tracker clinician sharing is off unless you choose to turn it on.

• If you turn sharing on, clinicians who have been appropriately authorised in connection with your care may be able to access relevant Pain Tracker information.

• You can subsequently turn sharing off.

• Turning sharing off prevents subsequent access through PEM's Pain Tracker sharing functionality. It cannot reverse access or disclosure that has already occurred or remove information that a clinician has incorporated into their own records.

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More information about how we handle Pain Tracker information is contained in our Privacy Policy.

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6. Pain Pal and educational content

Pain Pal and PEM's educational programs and resources are intended to improve understanding of pain, health and self-management.

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Content may include written information, audio, video, online learning, interactive tools and information generated in response to questions.

This material provides general educational information and does not replace individual clinical assessment or advice.

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Pain and health management should be individualised. You should consider PEM educational information together with advice from health practitioners who understand your individual circumstances.

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7. Digital and AI-supported information

Some PEM digital services may use automated technology, including artificial intelligence, to help users find or interact with educational information.

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Unless PEM expressly states otherwise, information generated through an automated or AI-supported service is provided for general information and education only.

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It should not be relied upon as a diagnosis, clinical decision, medication recommendation, treatment prescription or substitute for advice from an appropriately qualified health practitioner.

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Automated systems may misunderstand a question, miss relevant information or produce information that is incomplete or unsuitable for your individual circumstances.

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8. Coaching and navigation

PEM may provide coaching and navigation services to help people:

• understand information;

• identify goals and priorities;

• engage with education and self-management;

• prepare for healthcare discussions;

• identify potentially appropriate services; and

• navigate health and support systems.

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Unless the person providing the service is separately acting as a registered health practitioner within their professional scope, coaching and navigation are not medical diagnosis or treatment.

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A coach does not replace your GP or other treating health practitioners.

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9. Health practitioners and consultations

PEM may provide, coordinate or facilitate access to health practitioners including GPs, psychologists, physiotherapists, pharmacists and other appropriately qualified professionals.

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Different practitioners may work under different engagement arrangements.

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A health practitioner is professionally responsible for the clinical decisions, advice and treatment they personally provide.

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Nothing in these Terms limits any rights or obligations that cannot lawfully be excluded, including professional obligations applying to registered health practitioners.

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10. Your healthcare relationships

PEM services are generally designed to complement rather than replace your existing healthcare relationships.

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You remain responsible for maintaining appropriate relationships with your GP and other treating practitioners.

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Participation in a PEM program does not guarantee a particular diagnosis, treatment recommendation, health improvement, recovery, return-to-work outcome or other clinical result.

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Health outcomes differ between individuals and depend on many factors beyond PEM's control.

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11. Member accounts

Some PEM services require you to create or use a member account.

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You are responsible for:

• providing accurate information;

• keeping your account information reasonably current;

• protecting your password and login credentials;

• not allowing another person to use your account as if they were you; and

• notifying us if you believe your account has been accessed without authority.

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You must not attempt to access another person's account, health information or other restricted information.

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We may take reasonable steps to verify your identity or restrict access where necessary to protect users, information or our systems.

 

12. Information you provide

You are responsible for providing information that is accurate and complete to the best of your knowledge.

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The usefulness of assessments, education, care coordination, Pain Tracker and other services may depend on the quality and completeness of information provided.

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You should tell an appropriate health practitioner if information relevant to your care changes materially.

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13. Bookings and appointments

Some PEM services require an appointment.

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When making a booking, you are responsible for providing accurate contact information and being reasonably available at the agreed time.

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Specific services may have cancellation, rescheduling or failure-to-attend conditions. Where these apply, they will be communicated as part of the relevant booking or service arrangements.

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PEM may need to reschedule an appointment because of practitioner availability, illness, technology failure or other circumstances beyond our reasonable control.

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Where practicable, we will provide reasonable notice.

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14. Fees and payments

Some PEM services are free and others require payment or are funded by another organisation.

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Prices and applicable payment conditions will be displayed or communicated before you purchase or agree to receive a paid service.

Where payment is made online, payment processing may be provided by a third-party payment provider.

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Nothing in these Terms excludes rights you may have under the Australian Consumer Law.

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15. Funded services

Some PEM services may be paid for by:

• an insurer;

• a workers' compensation scheme;

• a government agency;

• an employer;

• a rehabilitation provider; or

• another funding organisation.

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Eligibility, service limits and approval requirements may be determined by the relevant funder.

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PEM cannot guarantee that a funder will approve, continue or pay for a service.

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Where funding ends or approval is withdrawn, we will explain available options where reasonably practicable.

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Funded programs may also involve reporting requirements. Personal information associated with these programs is handled in accordance with our Privacy Policy, applicable law and the requirements applying to the particular program.

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16. Employer-funded services

Where an employer purchases access to a PEM service for employees, participation does not by itself give the employer unrestricted access to an individual's health information.

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Information provided to an employer will be handled in accordance with the applicable program arrangements and our Privacy Policy.

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Where a service is offered on a confidential employee-support basis, employer reporting may be provided in aggregate or de-identified form unless individual disclosure has been authorised or is otherwise required or permitted by law.

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17. Privacy

Our handling of personal information, including health information, is described in the PEM Privacy Policy.

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The Privacy Policy forms an important part of the information governing your use of our services but acknowledging the Privacy Policy does not constitute consent to every possible collection, use or disclosure of health information.

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Where separate consent or authorisation is required, PEM may ask you to make that decision separately.

 

18. Acceptable use

You must not use PEM's website, member portal or digital services:

• unlawfully;

• fraudulently;

• to impersonate another person;

• to obtain unauthorised access to another person's information;

• to interfere with the operation or security of our systems;

• to introduce malicious software;

• to scrape, systematically extract or reproduce protected content without permission;

• to harass or threaten another person;

• to upload unlawful or malicious material; or

• in a way that materially interferes with another person's use of the service.

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We may restrict or suspend access where we reasonably believe this is necessary to protect a person, our systems, confidential information or the integrity of our services.

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19. Intellectual property

Unless otherwise stated, the content and materials made available through PEM, including:

• written educational content;

• program materials;

• graphics;

• audio and video;

• questionnaires or tools developed by PEM;

• website content;

• program structures; and

• other PEM-created resources,

are owned by WorkforceIQ Holdings Pty Ltd or used under licence.

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You may use PEM material for your own personal, non-commercial use in connection with the service for which it was provided.

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You must not reproduce, sell, publish, distribute, commercially exploit or create derivative products from PEM material without permission unless permitted by law.

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Some questionnaires, measures, images and other materials may be owned by third parties and remain subject to their respective intellectual-property rights and licensing conditions.

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20. Third-party services and links

PEM uses and may link to third-party websites, technology platforms and services.

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These may include services used for bookings, payments, communications, video consultations, forms, authentication and other functionality.

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Third-party services may have their own terms and privacy practices.

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PEM does not control independent third-party websites or services and is not responsible for their content or availability except to the extent responsibility cannot lawfully be excluded.

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21. Availability of digital services

We aim to keep our website and digital services reasonably available, but we do not guarantee uninterrupted or error-free operation.

Services may occasionally be unavailable because of:

• maintenance;

• upgrades;

• internet or telecommunications failures;

• third-party platform outages;

• security incidents; or

• circumstances beyond our reasonable control.

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Where practicable, we will seek to restore affected services within a reasonable period.

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22. Changes to services

PEM may improve, modify, replace or discontinue parts of its website, programs or digital services over time.

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Where a material change affects a paid or active service, we will seek to manage that change reasonably and consistently with applicable consumer law and contractual obligations.

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23. Suspension or termination of access

You may stop using voluntary PEM digital services at any time, subject to any separate arrangements applying to a funded or clinical program.

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PEM may suspend or terminate access where reasonably necessary because of:

• serious or repeated breach of these Terms;

• unlawful or abusive use;

• security concerns;

• attempts to access information without authority;

• non-payment where payment is required; or

• discontinuation of a service.

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Where appropriate, we will endeavour to provide reasonable notice.

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Termination of digital access does not necessarily require deletion of health, clinical, financial or other records that PEM or a health practitioner is legally required or permitted to retain.

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24. Information and service limitations

PEM takes reasonable care in developing and maintaining its information and services.

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Health and medical knowledge changes over time, and general educational information cannot take account of every person's circumstances.

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To the extent permitted by law, PEM does not guarantee that:

• general educational information will be suitable for every individual;

• using a program will produce a particular health outcome;

• Pain Tracker scores or trends represent a diagnosis;

• every digital service will always be available; or

• third-party services will operate without interruption.

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25. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, or other applicable legislation.

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Where a guarantee or liability cannot lawfully be excluded or limited, these Terms operate subject to that law.

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26. Liability

To the extent permitted by law, PEM is not liable for loss arising solely from:

• reliance on general educational information as a substitute for individual professional advice;

• information you provide that is materially inaccurate or incomplete;

• your failure to seek appropriate urgent or professional healthcare;

• unauthorised use of your account caused by your failure to reasonably protect your login credentials; or

• the independent acts or omissions of third-party services outside PEM's reasonable control.

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Nothing in this section excludes or limits liability where doing so would be unlawful, including liability arising under applicable consumer protection legislation.

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Nothing in these Terms is intended to exclude the professional responsibility of a health practitioner for clinical services they personally provide.

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27. Changes to these Terms

PEM may update these Terms where our services, technology, legal obligations or operating arrangements change.

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The current version and effective date will be published on our website.

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Where we make a material change relevant to a service requiring acceptance of these Terms, we may ask you to review and accept the updated Terms before continuing to use that service.

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28. Governing law

These Terms are governed by the laws applicable in Queensland, Australia.

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Subject to any rights you have to bring proceedings elsewhere under applicable law, the courts and tribunals of Queensland and applicable Commonwealth courts have jurisdiction in relation to these Terms.

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29. Contact us

Questions about these Terms can be directed to:

Pain Education and Management (PEM)
Operated by WorkforceIQ Holdings Pty Ltd

Email: support@managepain.au

Website: managepain.au