Privacy policy

We collect information reasonably necessary to respond to enquiries, provide psychological services and manage our practice. This may include:

We generally collect information directly from you through appointment requests, intake and consent forms, appointments, telephone calls, emails and other communications.

Where appropriate and permitted, we may also collect relevant information from referring practitioners, schools, kindergartens, other health professionals, support providers or authorised representatives.

We obtain consent to collect health information unless collection without consent is permitted or required by law.

You may make a general enquiry anonymously or using a pseudonym where practicable. Identifying information is usually required to provide clinical services, process rebates and maintain accurate records.

If necessary information is not provided, we may be unable to offer a service or process a claim.

We use information to:

We may disclose relevant information:

We consider the child or young person’s age, understanding, decision-making capacity and privacy interests when managing consent and information sharing.

Being a parent or guardian does not automatically entitle a person to unrestricted access to every part of a child’s records. Requests are assessed in accordance with applicable law, consent authority, relevant court orders and the rights and safety of the child and others.

Please notify us of changes to parenting arrangements or legal authority that may affect communication or access.

Records may be held electronically and, where necessary, in paper form. We take reasonable steps to protect information from loss, misuse and unauthorised access, alteration or disclosure.

Safeguards include controlled access to electronic systems, appropriate security measures and secure storage of paper records.

Health records are retained for the periods required by Victorian law and applicable professional obligations. Generally, records are kept for at least seven years after the last service, and records relating to services provided before a person turns 18 are retained at least until they turn 25. Records may be retained longer where required.

When information is no longer required and may lawfully be disposed of, we take reasonable steps to destroy or permanently de-identify it.

We use electronic services to support appointments, communications, telehealth, payments and record management.

Where information is transferred outside Victoria or disclosed overseas, we take reasonable steps to meet applicable privacy requirements and assess the safeguards provided by the recipient.

Electronic communications carry privacy and security risks. Please avoid including unnecessary sensitive information in general website enquiries and contact us if you need an appropriate way to provide documents.

Information submitted through our website forms is used to respond to your request and manage the relevant enquiry or service arrangements.

Our website and hosting services may collect technical information, such as IP addresses, browser details and access logs, to operate and secure the website.

Appointment reminders and service-related messages are separate from promotional communications.

We seek appropriate consent before sending optional marketing, education or event updates. You may unsubscribe from these communications without affecting your access to clinical services.

You may contact us to request access to personal or health information or to ask that inaccurate, incomplete or outdated information be corrected.

We may need to verify your identity and authority. Requests will be handled within applicable timeframes.

Access may be limited or refused where permitted by law. Where required, we will explain the decision in writing and provide information about complaint options.

Any lawful access or copying charge will be explained beforehand. We do not charge you simply to make a request for access or correction.

You may contact us to update communication preferences, restrict information sharing or withdraw consent for future activities.

We will explain any effect this may have on services. Withdrawing consent does not remove legal record-retention obligations or prevent disclosures otherwise required or authorised by law.

Please contact the Practice Manager using the details on our Contact Us page if you have a privacy question or complaint.

We will acknowledge your concern, investigate and respond within a reasonable timeframe. Raising a complaint will not, by itself, affect your access to care.

If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner or the Victorian Health Complaints Commissioner, depending on the matter.

If a data breach occurs, we will assess it and take appropriate action, including notifying affected people and regulators where required.

We may update this policy as our services, systems or privacy obligations change. The current version will be available on our website, and significant changes affecting existing clients will be communicated where appropriate.