Last Updated: July 2026]

At The Practical Psychology Clinic (referred to as “we”, “our”, or “the practice”), we take your privacy and the security of your personal health information incredibly seriously. This Privacy Policy explains how we collect, hold, use, and disclose personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Health Records and Information Privacy Act 2002 (NSW).

By using our website, utilizing our online booking portal, or engaging in face-to-face or telehealth psychological treatment with us, you agree to the collection and use of information as outlined in this policy. If you are a parent or legal guardian of a client under 18, this policy applies to your child’s information and your interaction with our practice.

1. The Information We Collect

To provide high-quality psychological services, we collect a range of personal and highly sensitive health information. This includes:

• Administrative Information: Name, date of birth, contact details (phone, email, address), emergency contact details, and billing information.
• Government Identifiers: Medicare card details, Department of Veterans’ Affairs (DVA) numbers, or private health insurance details (for processing rebates).
• Clinical Information: Medical and psychological history, family history, lifestyle and social history, session case notes, psychometric assessment results, and psychological reports.
• Referral Information: Letters or reports from GPs, pediatricians, psychiatrists, schools, or other referring agencies (e.g., NDIS, Department of Communities and Justice, insurers).

2. How We Collect Your Information

We collect your information in several ways, primarily directly from the client or their authorized representatives:

• Directly: Through intake forms, website contact forms, emails, phone calls, and during consultations.
• Online Booking Portal: When you book an appointment online via our website, information is collected securely via our integrated practice management software, Zanda.
• From Parents/Guardians: For younger clients, we collect information from parents or legal guardians during intake or family consultations.
• From Third Parties: We may receive information from your GP, school, or external specialists via referrals. We will only collect information from third parties with appropriate consent, or where required/authorized by law.

3. Purpose of Collecting and Using Information

We collect and use this information strictly for the following purposes:

• To provide competent, evidence-based psychological assessment and therapy.
• To manage appointments, invoicing, and administrative tasks.
• To process Medicare, DVA, or insurance claims.
• To communicate regarding care and continuity of treatment.

If you choose not to provide the requested information, we may not be able to provide our psychological services, as psychologists are legally and professionally required to maintain accurate clinical records.

4. Storage, Security, and Third-Party Providers

We rely on industry-leading, health-compliant platforms to store your data, process payments, and host virtual consultations safely.

A. Practice Management & Clinical Records (Zanda)

All digital clinical records, intake forms, scheduling details, and personal notes are securely stored in Zanda (formerly known as Power Diary), a dedicated cloud-based electronic health record platform.

• Zanda complies with Australian privacy standards and global health security frameworks.
• All data transmitted to and from Zanda is fully encrypted, and access is restricted to authorized clinic staff using multi-factor authentication (MFA).

B. Payment Processing (Stripe)

To ensure financial data remains completely safe, all credit or debit card payments processed through our website or booking system are handled securely by Stripe.

• We do not store credit card details on our local computers or website servers.
• Stripe handles transactions using advanced encryption and tokenization that complies with the highest tier of the Payment Card Industry Data Security Standard (PCI-DSS).

C. Telehealth & Video Consultations (Zoom)

For virtual psychology sessions, we utilize Zoom to provide a secure video-conferencing environment.

• Encryption & Privacy: We configure our Zoom settings to utilize secure, encrypted data transmission. Zoom features like “Waiting Rooms” and unique, password-protected meeting links are used to prevent unauthorized access.
• Strict No-Recording Policy: In line with professional psychology frameworks and NSW virtual care regulations, telehealth sessions are never recorded by the practice, nor are any audio or video files saved.
• Client/Parent Responsibility: While we ensure total privacy on our end, clients (and their parents/guardians) are responsible for ensuring they join their Zoom session from a private, secure, and quiet location where they cannot be overheard.

D. Data Retention Laws

In accordance with NSW health regulations, files are stored for strict statutory periods:

• Adult Clients (18+): Records will be kept for a minimum of 7 years from the date of the last session.
• Younger Clients (Under 18): If the client was a minor when information was collected, their records must legally be kept until they turn 25 years of age.
• After these statutory periods, data is securely destroyed or permanently de-identified.

5. Confidentiality, Minors, and Exceptions to Disclosure

All information gathered during psychological services remains strictly confidential. Your information will never be sold or shared for marketing purposes.

Privacy and Young People (Under 18)

When working with children and young people, building clinical trust requires an appropriate level of privacy.

• For younger children, parents/guardians are kept closely involved in treatment planning and progress.
• For teenagers (generally aged 14–17), a young person may be assessed as having the legal capacity to consent to their own treatment and maintain a right to personal confidentiality. In these circumstances, specific clinical details of sessions will not automatically be shared with parents/guardians without the young person’s consent, though high-level progress updates and safety plans will be communicated.

Exceptions to Confidentiality

A psychologist may disclose information without consent under the following legal and ethical exceptions:

• Immediate Risk of Harm: If we believe a client or another person is at imminent risk of serious harm.
• Legal Obligation: If records are subpoenaed by a court of law.
• Child Safety and Protection: Where disclosure is required under NSW legislation (such as mandatory reporting regarding the safety, welfare, or wellbeing of a child or young person).
• Professional Continuity: Where explicit consent has been provided to communicate with a referring GP, pediatrician, or teacher involved in the care team.

6. Accessing and Correcting Your Information

You have a right to request access to, or correction of, the personal and health information we hold.

• Requests: Requests must be made in writing to your treating psychologist.
• Minors’ Records: If a child lacks the capacity to provide informed consent, a parent/guardian with parental responsibility may request access. If the young person is deemed to have developmental and legal capacity, the health record may only be requested by, or released with the consent of, the young person.
• Corrections: If you believe information we hold is inaccurate or incomplete, please contact us so we can update our records promptly.

7. Privacy Concerns and Complaints

If you have any questions about this Privacy Policy, or if you wish to lodge a complaint about how your personal information has been handled, please contact us directly:

• Contact Person: Jesse Anderson
• Email: jesse@practicalpsychology.com.au
• Phone: 02 9690 1505

If you are not satisfied with our response, you have the right to lodge a formal complaint with the relevant regulatory bodies:

• Federal Privacy Complaints: The Office of the Australian Information Commissioner (OAIC) via www.oaic.gov.au.
• NSW Health Privacy Complaints: The NSW Information and Privacy Commission (IPC) or the NSW Health Care Complaints Commission (HCCC).