Privacy Policy

Psychology services are bound by the legal requirements of the Australian Privacy Principles set out in the Privacy Act (1988), associated National Privacy Principles of the Commonwealth Privacy Act (1988), the Psychology Board of Australia's Code of Ethics, and the Code of Conduct (2025). This page describes My Psych Clinic’s privacy policy for the management of clients’ personal information in accordance with these requirements.

CLIENT INFORMATION
Client records are stored in a secure Australian cloud-based practice management system (electronic files) and/or a secure filing cabinet (paper files) consistent with Australian law and ethical advice and will remain at My Psych Clinic for the legally required storage time and are accessible only to authorised personnel. You may ask to see the information kept on file and appropriate forms of access will be discussed with you. The type of information we may hold on your file includes:

Contact details
Medicare number
Referral letters
Session notes
Assessment results
Reports
Correspondence
Other personal information collected as part of providing the psychology service.

Credit card details are stored securely on our practice management system, only with your consent. Reception staff have access to your client record and appointment information, but not to your psychologist’s electronic session notes. Your psychologist is responsible for maintaining the privacy of their session notes.

HOW PERSONAL INFORMATION IS COLLECTED
Your personal information is collected in a number of ways before, during, and after consultations, including when you:

Provide information to book your appointments
Complete our secure intake questionnaire
Interact with or provide information directly to your psychologist or My Psych Clinic’s employees, either verbally or in writing, including emails and forms
Have other professionals or stakeholders (e.g. GP, lawyer, school staff) provide your personal information to My Psych Clinic via referrals, correspondence, and medical or other reports.

No personally identifying information is collected routinely as a result of your interactions with our website(s). However, our website does collect key information such as browser type, IP address, and operating system to tailor your online experience.

DATA SECURITY
My Psych Clinic utilises third-party service providers such as Pracsuite, Q-Interactive, Q-Global, MHS, WPS Online, PARiConnect, and Coviu to provide many of the services available to clients. If clients have concerns about the storage of their information on these services, they are encouraged to review those respective organisations' Privacy Policies. Clients wishing not to have their information stored on these services may not be able to access some services offered by My Psych Clinic.

We take reasonable precautions to protect your Personal Information from unauthorized access, loss, misuse, or alteration. However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to use commercially best practice means to protect your Personal Information, we cannot guarantee its absolute security.

PURPOSE OF COLLECTING AND HOLDING PERSONAL INFORMATION

In order to provide a psychological service, relevant information needs to be collected and recorded.

Information gathered by us may be used to:
a) attend to your file administratively (for example billing, managing referrals and scheduling of appointments) and;
b) for the purpose of your psychology assessment and/or treatment (for example, your psychologist's notes, reports or letters).

Only authorised personnel of the practice and your treating psychologist (and any authorised service provider in accordance with the practice's policies and procedures) will have access to the administrative content of your file. This may include historical administrative content and may be accessed by future treating psychologists at the practice.

On occasion, your administrative and/or psychology file content may be accessed by a nominated registered psychologist or practice administrator to ensure continuity of care, appropriate referrals or secure closure of your file in the event your psychologist becomes unavailable or in situations where there are legal requirements (such as subpoena). Any such access will follow strict confidentiality and ethical guidelines.

Your personal information is not disclosed to overseas recipients, unless you consent, or such disclosure is otherwise required by law. Your personal information will not be used, sold, rented, or disclosed for any other purpose. If unauthorised access, disclosure, or loss of a client's personal information occurs, My Psych Clinic will activate its data breach plan and use all reasonable endeavours to minimise any risk of serious harm.

Your personal information is gathered and used for the purpose of providing and documenting the psychology service you have referred for. Your psychologist will only record personal information that they deem necessary or relevant to provide your psychology service and to inform any opinions they may be requested or obligated to provide about you (e.g. letter to your GP regarding your treatment progress). My Psych Clinic may also use personal information collected from you to provide service information, practice updates, and appointment reminders. You may change your contact details and unsubscribe or opt-out of any service at any time by contacting us.

DISCLOSURE OF PERSONAL INFORMATION

There are some specific situations where confidentiality may be compromised including:

If there is a foreseeable risk of harm to the life, health or safety of a client, someone else or to public health and safety.
If the psychologist is compelled to provide information by way of subpoena or other legal action.
If a psychologist seeks a second opinion or supervision from colleagues. In such cases, in addition to client consent in the Client Information & Consent Form, the psychologist must ensure that any identifying details are concealed.
If anonymous client files are audited by internal or external agencies.
If prior approval has been obtained to:

a) provide a written report or correspondence to another professional or agency e.g GP or lawyer; or

b) discuss or communicate with another person e.g a parent, employer, health provider, referrer or third-party funder; or

c) disclose the information in another way; or

d) disclose to another professional or agency and disclosure of your personal information to that third party is for a purpose which is directly related to the purpose for which your personal information was collected.

6. Other times your psychologist is compelled or mandated to disclose due to legislation.

Your personal information will not be used, sold, rented, or disclosed for any other purpose.

PROFESSIONAL SUPERVISION
From time to time, your psychologist may consult with their professional supervisor or another registered health practitioner about your case for the purpose of supervision and guidance to enhance their service to you. In such instances, your information will be deidentified (i.e. using a pseudonym) and identifying details will not be disclosed. This is explained in Client Information & Consent Forms under limitations to privacy and confidentiality.

REQUESTS FOR CORRECTION OR ACCESS TO CLIENT RECORDS
You may request to see the personal information in your client record by writing directly to your psychologist. Your psychologist will respond to your request in writing within 28 days and may or may not provide you access to this information, subject to the exceptions in the Privacy Act. Where access is granted, your psychologist will require you to attend an appointment to view your personal information at My Psych Clinic. Standard service fees apply to these appointments.

You may also request to correct personal information on your client record that is agreed to be inaccurate, out-of-date, or incomplete. Requests to correct information should be made to your psychologist or, where appropriate, to reception staff (e.g. updating address details). Reasonable steps will be taken to correct your information as soon as practicable or your psychologist will at least respond to your request in writing within 28 days. In some instances, you may be required to attend an appointment for clarification purposes (to which standard service rates apply).

REQUESTS TO RELEASE CLIENT RECORDS
This section describes our policy on responding to requests from clients, guardians, legal representatives, or other relevant authorities to release all or part of a client’s record. This policy does not pertain to subpoenas. Requests to release your information must be received in writing at least 28 days prior to the information being needed. Your psychologist must have regard for legal and ethical exceptions in considering the request and will respond to the requesting party within 14 days. If there is no objection to the request, the requesting party will be invoiced for the anticipated cost of properly preparing and releasing your personal information. This process will be completed within 14 days of receiving full payment. In most instances, your psychologist will require you to attend an appointment to review the information due to be released and to obtain your fully informed written consent to the release (signing a generic consent form is generally insufficient). Standard service fees apply to these appointments.

Alternatively, you may make a written request to your psychologist to provide a summary of your personal information, or a letter or report addressing the purpose that the personal information is being sought for, in accordance with our policy on the disclosure of client information. Costs and timeframes for these requests are at the discretion of your psychologist. Please note that we cannot be responsible for preserving the confidentiality of information that has left My Psych Clinic’s control. Also see our policy on managing requests to release your file after your psychologist has departed My Psych Clinic.

DISPOSAL OF CLIENT RECORDS
Psychologists are required to hold adult clients’ files for 7 years and to hold child clients’ files until the child has turned 25 years old. Unless impracticable, we store client records in our secure electronic practice management system and shred duplicate paper information onsite six months after a client’s last appointment. Any information unable to be stored electronically is archived in a secure filing cabinet. Once your record is due to be disposed of, your electronic file will be permanently deleted, and any archived paper file will be shredded onsite.

CONCERNS
We will notify you immediately upon becoming aware of any breach to this policy or the security of your personal information. If you have a concern about the management of your personal information, you may inform My Psych Clinic either verbally or in writing. You can access the Australian Privacy Principles, which describe your rights and how your personal information should be handled, via www.privacy.gov.au. If you ultimately wish to lodge a formal complaint about the use of, disclosure of, or access to, your personal information, you may do so with the Office of the Australian Information Commissioner (OAIC) by phone (1300 363 992), by post (GPO Box 5218, Sydney NSW 2001), or online at http://www.oaic.gov.au/privacy/making-a-privacy-complaint.

CONCERNS ABOUT PSYCHOLOGIST CONDUCT, HEALTH OR PERFORMANCE

If a client has a complaint about a psychologist or the service they have received at My Psych Clinic, there are a number of pathways:

As a first priority, please raise your concern directly with the psychologist or the practice.
Australian Health Practitioner Regulation Agency & Psychology Board of Australia if the concern relates to professional conduct, ethical breaches, impairment or fitness to practice. Clients can lodge a notification with these bodies.
Health Complaints Entities in each state such as the Office of the Health Ombudsman in Queensland.

CHANGES TO PRIVACY POLICY
This policy is subject to change from time to time in response to new laws or technologies or changes to our practice operations. We will notify clients of any substantive changes to this policy as they occur.

AGREEMENT
By engaging the services of My Psych Clinic, you agree to your personal information being managed in accordance with this privacy policy. If you have any questions about this policy, please speak with your psychologist at your first appointment or as soon as possible thereafter. Feedback and suggestions for improving our policies are also welcome anytime and may be directed to our Practice Manager or Director.