Privacy Policy

At Inner Matters Psychology, we are committed to protecting your privacy and handling your personal information with care. This policy outlines how we collect, use, store, and disclose your information in accordance with the Privacy Act 1988, the Australian Privacy Principles (APPs), and the APS Code of Ethics.

  1. What Information We Collect

We collect personal and sensitive information necessary to provide psychological services, including:

  • Name, contact details, date of birth
  • Emergency contact information
  • GP or referrer details, including your Mental Health Care Plan
  • Medical, developmental, educational, or psychosocial history
  • Session notes, assessments, and treatment information
  • Billing information (e.g., Medicare number, payment details)
  • Information you provide through our website contact forms
  • Limited technical data (e.g., cookies, analytics) if using our website
  1. How We Collect Information

Your information may be collected:

  • Directly from you (in sessions, phone calls, forms, or emails)
  • From your GP or referring practitioner (with your consent)
  • From third parties involved in your care (e.g., psychiatrists, schools)
  • Through our website or booking system
  • During Telehealth sessions
  1. Why We Collect Information

We collect information to:

  • Provide psychological assessment, treatment, and support
  • Assist with diagnosis, treatment planning, and continuity of care
  • Communicate with you and manage appointments
  • Process billing and Medicare rebates
  • Comply with legal, ethical, and professional obligations
  • Improve our services and administrative processes
  1. How Your Information Is Stored and Protected

Your information is securely stored using:

  • A secure practice management system
  • Password-protected devices
  • Encrypted storage and secure cloud-based systems
  • Locked physical filing (if hard copies are kept)
  • Confidentiality procedures for all staff and contractors

Records are kept for at least 7 years from the date of your last contact, or until age 25 for minors, in line with legal requirements.

  1. Disclosure of Information

Your information will only be shared when:

  • You provide written consent
  • It is necessary for coordination of your care (e.g., with your GP)
  • Required by law (e.g., court orders, subpoenas)
  • Mandatory reporting laws apply (e.g., child protection concerns)
  • There is a serious risk to your safety or the safety of others

We do not share your information for marketing, advertising, or non-care-related purposes.

  1. Limits to Confidentiality

Confidentiality is essential to therapy, but there are circumstances where we must act to protect safety or comply with the law. These include situations involving:

  • Immediate or serious risk to you or someone else
  • Concerns related to child abuse or neglect
  • Court or legal requirements

These limits will be explained during your first session.

  1. Reports and Documentation

For child and adolescent clients, psychological reports are provided to the parent and/or legal guardian, who may then distribute the report at their discretion.

7.1 Family Court

As a practice, we do not provide reports to the Family Court. We also do not become involved in legal disputes, custody proceedings, or parenting evaluation.

  1. Access to Your Information

You may request access to your records and requests should be made in writing to your psychologist. In rare cases, access may be restricted or refused in limited circumstances, such as:

  • Risks to your safety or the safety of others
  • Potential breach of another person’s privacy
  • Legal restrictions
  • Unable to provide raw data scores.
  1. Telehealth and Electronic Communication

We take reasonable steps to ensure privacy during Telehealth sessions, but we cannot guarantee the security of communication outside our systems.

By using Telehealth, you acknowledge:

  • Your responsibility to ensure a private and secure environment
  • The limitations of internet-based communication

We use email and SMS for administrative purposes only (e.g., appointment reminders). These methods may not be fully secure.

  1. Complaints

If you have concerns about your privacy, please contact us directly so we can resolve the issue promptly.

You may also lodge a notification with:

  • AHPRA (Psychology Board of Australia)
  • If not resolved, you may contact the Office of the Australian Information Commissioner (OAIC).
  1. Website, Cookies and Analytics

When you visit our website, we may automatically collect certain information using cookies and analytics tools.

What Are Cookies?

  • Cookies are small files stored on your device to help websites function and improve user experiences.

How We Use Cookies:

Our Website may use cookies to:

  • Improve website performance and functionality
  • Analyse how visitors use the site
  • Remember preferences (e.g. forms, appointment system settings)
  1. Updates to This Policy

This Privacy Policy may be updated periodically. The latest version will always be available upon request and will be available on our website.