Privacy Policy

Mind and Matters adheres to the principles of the Australian Privacy Act (1988) and the Code of Ethics (2007) set by the Psychology Board of Australia. This policy outlines our approach to managing your personal information in compliance with these regulations.

Client Information

Your client records are securely stored within an Australian-based cloud system (for electronic records) and in a protected filing cabinet (for paper documents). These records are accessible solely to authorized staff. Information held may include contact details, Medicare numbers, referral letters, session notes, assessment results, reports, correspondence, and other personal details related to your psychology service. Certain data may be stored in secure offshore data hosting facilities (e.g., survey forms). Mind and Matters does not collect or retain credit card details. While reception staff can access client records and paper files, they do not have access to your psychologist's electronic session notes. Your psychologist is responsible for safeguarding the privacy of these notes.

Collection of Personal Information

Your personal information is collected at various points: when booking appointments, completing the secure intake questionnaire, engaging with your psychologist or our employees verbally or in writing, and when third parties (e.g., GPs, lawyers, school staff) provide information to us through referrals, correspondence, or reports.

Purpose of Collecting and Holding Personal Information

Personal information is collected to provide and document the psychology service you've been referred for. Your psychologist records only the information necessary for your service and any required opinions (e.g., progress reports to your GP). Additionally, Mind and Matters may use this information to send service-related updates, practice information, and appointment reminders. You can update your contact details and opt out of these communications at any time.

Disclosure of Personal Information

Your personal information will only be disclosed under specific circumstances, including court subpoenas, a perceived risk to life, health, or safety, your prior approval, where required by law, or when it's reasonably expected and directly related to the primary purpose (your psychology service). We will not use, sell, rent, or disclose your personal information for any other purpose.

Professional Supervision

Your psychologist may consult with their professional supervisor or another health practitioner regarding your case for guidance. In such cases, your information is de-identified (using a pseudonym).

Consequences of Not Providing Personal Information

You may choose not to provide personal information as outlined in this Privacy Policy. However, this may affect our ability to provide the psychology service. You can request anonymity or the use of a pseudonym unless impracticable or legally required to use your actual name. If anonymity is granted, full service fees are payable in advance.

Requests for Correction or Access to Client Records

You can request access to your client records by writing directly to your psychologist, who will respond within 28 days, subject to the Privacy Act exceptions. You may also request corrections to inaccurate, outdated, or incomplete information. Reasonable steps will be taken to make these corrections promptly. In some cases, you may be required to attend an appointment, with standard service fees applicable.

Requests to Release Client Records

Requests to release information must be made in writing at least 28 days in advance. Your psychologist will consider legal and ethical exceptions and respond within 14 days. If the request is approved, the requesting party will be invoiced for the anticipated release costs, with the process completed within 14 days. In most cases, an appointment is required to obtain your informed consent, with standard service fees applied. Alternatively, you can request a summary, letter, or report, with costs and timeframes at your psychologist's discretion.

Disposal of Client Records

Client files are retained for seven years for adults and until children turn 25. Records are stored electronically and duplicate paper data is securely destroyed on-site six months after your last appointment. Once due for disposal, electronic files are permanently deleted, and paper records are shredded on-site.

Concerns

We will immediately notify you of any policy breaches or information security concerns. If you have concerns, you can inform your psychologist verbally or in writing. Detailed information on your rights and the handling of personal information is available through www.privacy.gov.au. To lodge a formal complaint about the use, disclosure, or access to your personal information, contact the Office of the Australian Information Commissioner (OAIC).

Changes to Privacy Policy

This policy may change in response to new laws, technologies, or practice operations. Clients will be informed of significant policy changes as they occur.

Agreement

By engaging Mind and Matters' services, you agree to the management of your personal information in line with this privacy policy. Questions and feedback are welcome, and you may discuss these during your first appointment or at any point thereafter. Suggestions for policy improvements can be directed to our Customer Liaison Officer or Director.