1. What Information We Collect

We may collect personal and sensitive information relevant to providing psychological services, including:

·      Name, date of birth, address, email, and phone number

·      Emergency contact details

·      Medicare and private health insurance information

·      Billing and payment details

·      Mental health, risk, safety, wellbeing and medical history

·      Assessment results, reports, and session notes

·      Information from referring or treating professionals

·      Limited website analytics and technical data (e.g., IP address, browser type)

·      Any other information relevant to your care

2. How We Collect Information

We collect information directly from you when you:

·      Complete intake or consent forms

·      Contact us via phone, email, or website

·      Attend appointments or telehealth sessions

·      Engage with our services

With your consent, we may also collect information from other healthcare providers or support persons.

3. Why We Collect Your Information

We collect and use your information to:

·      Provide psychological assessment and treatment

·      Communicate with you regarding appointments and care

·      Coordinate care with other professionals (with consent)

·      Manage billing and administration

·      Meet legal, ethical, and professional obligations

·      Improve website functionality and services

We do not sell or share your information for marketing purposes.

4. Website Use and Cookies

Our website may use cookies and analytics tools to improve website functionality and user experience.

Limited technical data may be collected automatically, including browser type, pages visited, and IP address. You may disable cookies in your browser settings if preferred.

Third-party website providers or hosting services may process limited technical information as part of normal website operations.

5. Storage and Security

We take reasonable steps to protect your information from misuse, loss, unauthorised access, or disclosure. We take the security and confidentiality of your personal information seriously.  

Information may be stored using secure encrypted practice management systems, cloud storage, and password-protected devices. Madeline uses Halaxy (Practice Management System) to store information, process payments and send secure information. 

While reasonable safeguards are used, no online system can guarantee absolute security.

6. Data Retention

Client records are retained in accordance with Australian legal and professional obligations (minimum of 7 years). Records will be stored via our Practice Management System, Halaxy or local devices such as computers or tablets. Local devices are protected through passwords, encrypted hard drives, antivirus software, physical security and/or automatic screen-lock settings. 

If you contact the Practice but do not become a client, your information will only be retained as reasonably necessary to manage your enquiry.

7. Telehealth Services

Telehealth sessions are conducted using the secure platform Coviu. Further information about the platform can be found via their website https://www.coviu.com/en-au/. 

Limitations of telehealth may include technical issues, reduced non-verbal communication, or environmental interruptions. If telehealth becomes unsuitable, alternative arrangements may be discussed.

8. Use of AI Tools

The Practice may use AI-assisted tools for limited administrative support tasks such as drafting notes, preparing treatment plans or summarising information.

Reasonable steps are taken to protect confidentiality, and all AI-generated content is reviewed by the clinician. Identifying information is not entered without your explicit consent. 

You may request not to have your information included in AI-assisted processes.

9. Disclosure of Information

Your information is kept confidential and will generally only be disclosed:

·      With your consent

·      To coordinate care with other professionals

·      Where required or authorised by law

·      If there is a serious risk to your safety or another person

·      For legal or mandatory reporting obligations

Psychologists may also engage in professional supervision or consultation to maintain quality care, with identifying details minimised where possible.

Some website or cloud-based service providers may store data overseas.

10. Settlement of Overdue Accounts 

To ensure fairness and continuity of care, fees need to be paid. If fees remain unpaid, no further appointments will be scheduled until the outstanding balance is settled. 

11. Access and Correction

You may request access to your personal information or request corrections if your information is inaccurate or incomplete.

Reasonable administrative fees may apply for release of records.

12. Consent

Our consent processes are guided by the Psychology Board of Australia Code of Conduct.

You may withdraw consent at any time, subject to legal and ethical obligations.

13. Data Breaches

If a data breach occurs, reasonable steps will be taken to contain the breach, reduce harm, and notify affected individuals or relevant authorities where required.

14. Your Rights and Complaints

You have the right to:

·      Access your personal information

·      Request corrections

·      Raise concerns regarding privacy or confidentiality

·      Make a privacy complaint

If you have concerns, please contact the Practice directly.

You may also contact the Office of the Australian Information Commissioner (OAIC):

Website: https://www.oaic.gov.au
Phone: 1300 363 992

15. Changes to This Policy

This Privacy Policy may be updated from time to time. The latest version will be available on request or via the Practice website.

16. Contact Us

If you have questions about this Privacy Policy or how your information is handled, please contact the Practice directly.