Privacy policy.

1. What information we collect

• Identity and contact details: name, date of birth, address, phone, email, emergency contact and, where relevant, the details of a parent, guardian or support person.
• Funding details: Medicare card number and reference, NDIS participant number and plan details, WorkCover or TAC claim details, private health fund details.
• Referral information: your GP or referrer’s details and, where provided, your Mental Health Treatment Plan, referral letter or reports from other practitioners.
• Health information: the information you give us and the information your psychologist records, including your history, assessment results, session notes, treatment plans and correspondence.
• Payment information: card details are collected and stored by our secure payment processor, not by AusFive.
• Technical information generated when you use our online booking and telehealth platform, such as appointment logs. Telehealth sessions are not recorded unless you and your psychologist agree in writing beforehand.

2. How we collect it

We collect information directly from you through our intake and consent forms, sessions, emails, messages and phone calls; from your GP or referrer; from Medicare, the NDIS, insurers or other funders when processing claims; and from a person you have authorised to act on your behalf. You may deal with us anonymously or under a pseudonym where it is lawful and practicable, but this will usually mean we cannot claim rebates or funding for you.

3. Why we collect and use it

• To provide you with psychological assessment, treatment and support.
• To manage your appointments, including booking confirmations and reminders by SMS or email.
• To process payments and claims with Medicare, the NDIS, WorkCover, the TAC, private health funds and other funders.
• To communicate with your GP, referrer or other treating practitioners, with your consent or where required under your treatment plan or funding arrangement.
• For clinical governance, professional supervision and quality improvement, using de-identified information wherever possible.
• To meet our legal, professional and insurance obligations.

4. When we disclose it

We disclose your information only when you consent, when it is necessary to provide your care (for example to your GP or referrer, or to a psychologist covering for yours), when it is needed to process a claim with a funder, or when the law requires or permits it. The law may require or permit disclosure without your consent where there is a serious and imminent threat to your life, health or safety or that of another person; where a mandatory child-protection reporting obligation applies; under a court order or subpoena; or as otherwise required by law. We never sell your information, and we do not use it for marketing without your consent.

5. How we keep it secure

Your records are held in our practice-management and telehealth platform (Halaxy), which stores information on secure, encrypted, Australian-hosted servers. Access is limited to your psychologist and to authorised administrative staff for booking, billing and claims. Everyone who works with us is bound by confidentiality obligations. We use two-factor authentication, encryption in transit and at rest, and regular access reviews. If a data breach occurs that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner in accordance with the Notifiable Data Breaches scheme.

6. Telehealth

Sessions are delivered by secure video or phone. We ask you to join from a private, quiet location, and your psychologist will confirm where you are at the start of each session so that help can be arranged if you ever need it. You are responsible for the privacy of your own environment and devices.

7. How long we keep it

We keep health records for at least seven years after your last contact with us. If you were under 18 when we last saw you, we keep your records until you turn 25. Records are then securely destroyed or permanently de-identified.

8. Access and correction

You may ask to see or correct the information we hold about you. Please put your request in writing to the Privacy Officer below. We will respond within 30 days. A reasonable fee may apply for copying. In limited circumstances permitted by law (for example, where access would pose a serious threat to someone’s health or safety) we may decline part of a request, and we will tell you why.

9. Questions and complaints

If you have a question or concern about your privacy, please contact our Privacy Officer: Maneet Singh, Director, AusFive Psychology, info@ausfivepsychology.com.au. We will acknowledge your complaint within two business days and aim to resolve it within 30 days. If you are not satisfied with our response you may contact the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992) or, in Victoria, the Health Complaints Commissioner (hcc.vic.gov.au, 1300 582 113).

10. Changes to this policy

We review this policy at least annually. The current version is always available on our website and on request.