Privacy Policy

This document describes the Privacy Policy of Head Start Counselling and Psychology ABN 53 439 026 214 for the management, collection, use and disclosure of client information. The services provided by Head Start Counselling and Psychology are governed by the legal requirements of the Australian Privacy Principles, the Privacy Act 1988 (Cth), and the Psychology Board of Australia Code of Conduct.

Counselling services provided by independent contractors are delivered under their own privacy and record-keeping policies. Independent counsellors providing services from our rooms operate under their own ABN and privacy / service policies. This Privacy Policy applies only to psychological services provided directly by Head Start Counselling and Psychology. 

Information We Collect

We take the protection of your information seriously. 

• Personal Information is information or an opinion that identifies an individual. Examples include your name, address, email address, phone number, date of birth and emergency contact details.
• Sensitive Information includes assessment results, screeners, psychological questionnaires, notes from sessions, mental health history, presenting concerns, risk factors, case formulation, treatment planning, diagnoses (where relevant and within the psychologist’s scope of practice), feedback, or any other personal details 
• Cultural or identity-based information is only collected when it is relevant to your care and with your consent. We take steps to ensure that cultural, identity-related and trauma-related information is collected and handled in a culturally safe, respectful and appropriate manner.
• Financial Information includes any payment details you provide via hscap.com.au or in person.
• Third Party Information may be collected from your GP, psychiatrist, specialists, school, family members, carers or other treating practitioners, but only with your consent or where authorised or required by law.

Clients may request to engage anonymously or under a pseudonym except where it is impracticable for us to provide services in this manner or where we are legally required to identify you. Anonymity or pseudonymity cannot be provided where services require identity verification, such as Medicare rebates or the preparation of clinical reports.

The physical and digital records in which your information is stored are owned by the practice, while the information contained in the record remains your personal information.

Collection

The type and amount of information we collect about you varies depending on the circumstances. 

Your information may be collected verbally, electronically or through written records, audio files, online forms, Telehealth platforms and images. Information may be collected during sessions, by telephone, email, SMS, through hscap.com.au, from documents you provide, and from third parties with your consent. Where information is collected from associated parties, both you and the associated party will be informed of the purpose of collection, how the information will be used, and how it will be recorded and stored. Consent will be obtained unless doing so is unsafe, unlawful or impracticable.

You will be informed of the purpose of collecting personal and sensitive information, how it will be used, and any reasonably foreseeable risks associated with its disclosure.

Your information is recorded in your client notes only as necessary for the provision of psychological services, including assessment, screening, formulation, treatment planning, progress reviews, risk assessment, communication and feedback. 

Your record may include notes from sessions, phone calls, emails, Telehealth contacts, collateral information and relevant administrative or clinical decisions relating to your care.

You may choose not to provide certain information. However, this may limit the ability to provide services safely and effectively. Where insufficient information is available, your psychologist may be unable to offer certain services, assessments or recommendations. 

You may refuse or withdraw consent to the collection or use of specific information at any time, unless this creates a legal or safety conflict.

Before collecting information from another person, we will inform you of the purpose and seek your consent, unless doing so is unsafe, unlawful or not possible.

If we receive personal information that we did not actively request, we will assess whether it is necessary for your care. If the information is not required, it will be securely destroyed or de-identified in accordance with privacy obligations.

Data Management

Your information is stored securely and protected from misuse, loss and unauthorised access. 

• Electronic information is stored using encrypted digital systems designed for healthcare. These systems may be used for clinical records, practice management, screening and assessment delivery, billing and documentation support. All platforms used meet industry security and privacy standards and are commonly adopted across psychological and allied health services in Australia.
• Physical records, where used, are stored securely in locked storage. Where appropriate, physical personal records may be de-identified to protect privacy.
• Email communication may carry some security risks. By emailing us, you acknowledge this risk. PIN-protected reports and documents will only be emailed with your consent .
• Telehealth sessions are provided through secure, industry-standard practice management systems. You are responsible for choosing a private and safe location for your session and for managing your own devices and internet connection.

All staff and contractors with access to client information are bound by confidentiality and are only permitted to access records when directly involved in service provision or authorised administrative functions. Client information is only collected when reasonably necessary for the delivery of psychological services.

Records are kept in accordance with legal and regulatory requirements. Records are retained for a minimum of seven years after your last session, or until you turn 25 if you were under 18 during your last session. These retention periods reflect the requirements of the Psychology Board of Australia record keeping standards.

If there is unauthorised access to, loss of, or disclosure of personal information, we will take appropriate steps in accordance with the Privacy Act, including assessing the breach, mitigating risk and notifying affected individuals and authorities where legally required.

If the practice relocates, closes, or your psychologist becomes unable to practise due to illness, incapacity or death, arrangements are in place to ensure your records are managed securely and in line with continuity-of-care requirements. This may include transferring records to another appropriately qualified practitioner or secure storage provider.

We do not use your information for purposes unrelated to your psychological care, practice administration or legal obligations, unless you have provided explicit consent.

Our website may use cookies or similar technologies for basic functionality and analytics. You can adjust your browser settings to disable cookies if you prefer.

Disclosure

We will only disclose personal or sensitive information to third parties with your consent, except where disclosure is required or authorised by law, or is necessary to prevent a serious threat to the life, health or safety of you or another person.

Examples include mandatory reporting obligations relating to children at risk of harm, disclosures required to manage family violence risk, situations where there is a serious threat to your life or the life, health or safety of another person, court orders, or other legal requirements. Where safe and appropriate, you will be informed before such disclosure occurs.

In accordance with mandatory reporting laws, psychologists must disclose information when there is a reasonable belief that a child is at risk of abuse, neglect or significant harm. This includes notifying the relevant statutory authority when required by legislation or where disclosure is otherwise authorised by law. These obligations apply even without client consent. Where safe and appropriate, you will be informed that a report has been made.

If you request that your information be transferred to another practitioner or service, we will do so securely once we have received your written consent.

When sessions involve more than one person, such as couples or family work, information shared in those sessions may form part of a joint record. Individual confidentiality cannot always be maintained in joint sessions. Limits of confidentiality in multi-person work will be explained at the outset.

If a conflict of interest arises in joint work, or if the relationship between participants changes in a way that affects confidentiality or access to records, this will be discussed with all parties as soon as practicable.

Supervision

Psychologists are required to engage in ongoing professional supervision to support safe, ethical and effective practice. In supervision, client cases may be discussed; however, information is normally de-identified and presented without your name or details that could reasonably identify you. Supervisors are bound by the same professional, ethical and privacy obligations as treating psychologists. Identifiable information is only shared in supervision with your consent or where required or authorised by law or necessary for safety.

Psychologists may also engage in peer consultation for professional development and quality improvement, during which only de-identified information is shared.

If there is a change to your psychologist’s ability to provide safe and ethical care, including illness, incapacity, conflict of interest or role changes, you will be informed as soon as practicable and arrangements will be made to support continuity of care.

Consent

By engaging us or registering your details on hscap.com.au, by email or telephone, and by attending sessions, you consent to Head Start Counselling and Psychology collecting, using and disclosing your information for the purposes specified in this Privacy Policy.

Ongoing consent is obtained for psychological screeners and assessments, Telehealth services, email communication, sharing information with your GP or other providers, preparing and releasing reports or letters, and for the use of secure digital tools for assessment and documentation. 

Consent will also be revisited if there is a significant change to your treatment plan or the way services are delivered.

You may refuse or withdraw consent to specific uses or disclosures of your information at any time, unless doing so would conflict with legal obligations or significantly compromise safety.

Managing Your Information

It is important to us that your personal information is accurate and up to date. You can request access to the personal information we hold about you. If you believe that information we hold is inaccurate, incomplete or misleading, you may request that it be corrected. If we cannot amend the record as requested, you may ask for a written statement of disagreement to be added to your file.

Only authorised practitioners and administrative staff have access to client information, and only to the extent necessary to provide services, manage records, or administer the practice.

Private surroundings are provided for consultations, including Telehealth, to ensure confidentiality. If a session occurs in a shared environment or if privacy limitations arise, these limitations and alternatives will be discussed with you.

Any complaints you have regarding the storage, collection or handling of your information should be submitted via email to info@hscap.com.au

You may also raise privacy or service concerns with external bodies, including:

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

Changes to this Privacy Policy

This Privacy Policy forms part of the agreement between you as a client and Head Start Counselling and Psychology. We may occasionally update this Privacy Policy. 

By continuing to use Head Start Counselling and Psychology services after changes are made, you agree to the updated Privacy Policy. Where material changes significantly affect how your information is handled, reasonable steps will be taken to notify you before the updated policy takes effect.

If you do not accept these changes, you may discontinue services at any time.

Contact

If you have any queries or complaints about this Privacy Policy, please contact:
info@hscap.com.au