PsychologyCare – Privacy Policy

Last Updated: 22nd May 2025

PsychologyCare Pty Ltd ABN 54 649 479 112 (“we”, “us”, “our”) operates a psychology clinic under the name PsychologyCare. All services provided through PsychologyCare are delivered by independent psychologists (“Practitioners”) who operate as independent contractors. These Practitioners deliver services directly to clients (“you”, “your”) and are responsible for their own clinical decisions and professional obligations.

This Privacy Policy outlines how we collect, hold, use, and disclose your personal information in accordance with the Privacy Act 1988 (Cth) and the Health Records Act 2001 (Vic) (“Applicable Privacy Laws”). This Policy also explains your rights, how to contact us with privacy queries, and how we handle complaints.

We may update this Privacy Policy from time to time. The most current version will always be available at www.psychologycare.com.au.

1. What Is “Personal Information”?

“Personal information” refers to any information or opinion that identifies or could reasonably identify you. This includes “health information,” which refers specifically to information about your physical, mental, or psychological health.

2. What Personal Information Do We Collect?

We may collect a variety of personal and health-related information, including but not limited to:

• Your full name, date of birth, gender, pronouns, and contact details (email, phone number, address)
• Medicare, private health insurance, NDIS, VOCAT or TAC details
• Emergency contact or next of kin information
• Information provided in referrals from GPs, specialists, or other agencies
• Clinical notes and treatment records prepared by your Practitioner
• Appointment history and treatment progress notes
• Communication records with you (e.g. emails, intake calls, appointment reminders)
• Billing and payment information, including payment method (e.g. credit/debit card details securely processed via Stripe)
• Intake forms, consent forms, and documentation required for treatment planning

3. How Do We Collect Your Information?

We collect information:

• Directly from you when you contact us, complete forms, participate in an intake call, or use our website
• Indirectly from your treating practitioner during the course of therapy
• From referring practitioners (GPs, psychiatrists), government agencies, or support coordinators (e.g., NDIS, Open Arms)
• From your authorised representatives (e.g., parent, guardian, or case manager)

Collection may occur:

• Online via our intake platform (Zanda)
• Via our administrative and CRM systems (Zoho)
• In person or via telehealth (Zoom)
• Over the phone or email
• Through integrated digital tools used by your Practitioner

4. Why Do We Collect Your Information?

We collect your personal and health information to:

• Facilitate the provision of psychological services by your Practitioner
• Schedule appointments and manage your client file
• Process billing, Medicare claims, and payments
• Enable clinical documentation, progress tracking, and administrative communication
• Comply with professional obligations under health and privacy legislation
• Ensure continuity of care and collaboration with other health professionals (with your consent)

Failure to provide required personal information may limit your ability to access services at PsychologyCare.

5. Practice Management and Payment Systems

Zanda – Practice Management System (PMS)

Zanda is used as our secure cloud-based Practice Management System (PMS). It is used for:

• Client file storage and treatment notes
• Secure intake and consent form collection
• Appointment management and internal communication

Zoho – Administrative, CRM & Workflow System

Zoho is used for:

• Secure client communications

• Document management

• Referral and intake processing

• Administrative workflows, task tracking, and internal coordination

• Limited client file data as required for administration (e.g., appointment details, communications)

Zoho stores data on secure, privacy-compliant servers and uses encryption and access controls.

Zoom – Telehealth Delivery Platform

Zoom is used for:

• Telehealth sessions

• Clinical or administrative meetings

• Optional AI-assisted summarisation (with explicit consent only)
  Zoom uses end-to-end encryption for telehealth and complies with Australian Privacy Principles.

Stripe – Payment Processing

Stripe is our approved third-party payment processor. It is PCI DSS compliant and handles:

• Automatic billing for attended appointments
• Payments for late cancellations or no-shows
• Secure encryption and storage of credit/debit card details

Your data in these systems is encrypted, access-controlled, and stored on Australian or privacy-compliant international servers.

6. Use of Artificial Intelligence (AI)

At PsychologyCare, some Practitioners use AI tools to assist in clinical note generation, session summarisation, and administration. These tools are used only with your explicit consent and never operate independently of practitioner oversight.

Approved platforms include:

• Zoom AI – summarisation and transcription tools for intake or therapy sessions (used only with consent)

• Heidi Health – streamlines note-taking and letter generation from practitioner input

• NovoNote – supports summarisation and formatting of clinical notes

• Zanda – includes AI features to assist in intake triaging and workflow

• Zoho – limited AI features may assist with administrative workflows, communication templates, or automation (never used for clinical decision-making)

AI tools:

• Do not make clinical decisions or store identifying information

• Are used only by the treating Practitioner or authorised staff

• Are reviewed and edited before being saved to your official clinical file

• Are housed in secure systems compliant with Australian Privacy Principles

You may opt out of AI use at any time by informing your Practitioner or our admin team.

7. How Do We Secure Your Information?

PsychologyCare takes the following measures:

• Encryption of all digital records

• Password-protected access to all systems (role-based restrictions)

• Lockable storage for any physical documents

• Secure email and SMS systems

• Agreements with IT providers and staff to maintain confidentiality

• Security protocols within Zoho, Zanda, Zoom and Stripe, including audit logs, multi-factor authentication, and encrypted data transmission

All data is retained for a minimum of seven (7) years after the last client interaction, or until the client turns 25 (whichever is longer) in accordance with legal requirements. When no longer required, information is securely destroyed or de-identified.

8. When May We Disclose Your Information?

We may disclose your personal information:

• To your treating psychologist for the delivery of care
• To your GP, psychiatrist, or referrer if you have consented
• To other healthcare professionals supporting your treatment (e.g., dietitian, psychiatrist)
• To insurers, funding bodies, or Medicare for billing purposes
• In emergencies, to your next of kin or relevant authorities
• If required by law (e.g. subpoena, child protection obligations)
• To IT, accounting, or legal service providers for operational or legal compliance purposes

In the event of a data breach that is likely to result in serious harm, we will comply with the Notifiable Data Breaches (NDB) scheme, including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) as required.

We do not sell or use your personal data for marketing without consent.

9. Overseas Disclosure

While we prefer Australian-based storage, some third-party systems (e.g. Stripe, Microsoft, Google) may store or process your data offshore. We ensure all vendors comply with strict data protection standards and have appropriate contractual safeguards in place.

10. Accessing or Correcting Your Information

You may:

• Request access to your personal information
• Ask us to correct inaccurate or outdated information
• Request we share your records with another provider (e.g., during a transfer of care)

Requests must be submitted via email and may require identity verification. Requests involving clinical notes may require practitioner consultation.

11. Children’s Privacy Rights

The Applicable Privacy Laws protect the personal information of individuals of all ages. Where appropriate, a minor may make independent privacy decisions if they are assessed by their Practitioner as having the maturity and understanding to do so.

12. Website and Cookies

Our website may use cookies and third-party tools (e.g. Google Analytics) to improve user experience and gather usage statistics. Cookies help us analyse how visitors use our website. You can control cookie settings through your browser.

We do not use cookies to identify individual users or to collect personal information.

13. Questions or Complaints

If you have a privacy-related concern or wish to make a complaint, please contact:

Anna Donaldson – Practice Manager
(03) 9088 1122
[email protected]

If unresolved, you may contact:

• Office of the Australian Information Commissioner: www.oaic.gov.au
• Health Complaints Commissioner (Victoria): www.hcc.vic.gov.au

PsychologyCare VIC
167 Wattletree Road, Malvern VIC 3144
183A & 185A Greville Street, Prahran VIC 3181
www.psychologycare.com.au