Last updated: 01/10/2025
This policy applies to clients who have engaged in services through our Clinic and is not related to the website. Please see our separate Website Privacy Policy for information about data collected when using our website.

Key Points (Plain-English Summary

We collect only the information needed to provide safe, effective psychological services. Your information is kept confidential and secure. We will not share your information with others without your consent, unless required by law or duty of care. You have the right to access and correct your information at any time. We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Psychology Board of Australia record-keeping requirements.

Collection of Personal Information

We collect personal information necessary to provide psychological services to our clients. This includes, but is not limited to: name, address, and contact details (phone number, email address); date of birth; medical history and current health information; psychological history and assessments; Medicare or private health fund details; payment details. We collect this information directly from you (via intake forms, during consultations, or in correspondence) and, where relevant, through referrals from other healthcare providers.

Use and Disclosure of Personal Information

We use your personal information to: provide psychological assessments and treatment; communicate with you regarding appointments, treatment plans, and follow-up care; liaise with other healthcare professionals involved in your care; process payments and manage billing; maintain clinical records as required by law and professional standards. We may disclose your personal information to: other healthcare providers, with your consent, for the purpose of coordinating your care; administrative staff for practice management purposes; third-party service providers who perform functions on our behalf (e.g. IT services, payment processing, cloud storage); legal or regulatory bodies where disclosure is required by law. In certain circumstances, we may need to share information without your consent, including when: there is a serious risk of harm to you or another person; we are legally required (e.g. mandatory reporting of child harm, responding to a court order); it is necessary to lessen or prevent a serious threat to life, health, or safety.

Telehealth Services

We offer telehealth services via Doxy.Me, Zoom, or Microsoft Teams. These platforms use encryption to help protect your privacy; however, no system is entirely risk-free. While we take all reasonable steps to secure your information, you are responsible for: ensuring you have a private and secure location for sessions; using a secure internet connection and device; understanding that some risks (such as internet interruptions or platform vulnerabilities) are outside our control.

Email and SMS Communication

We may use email or SMS to confirm appointments, send reminders, or provide resources. While secure systems are used, electronic communication carries some risk of interception or unauthorised access. By providing your contact details, you consent to this form of communication. You may opt out of reminders by notifying us.

Data Security

We take the security of your personal information seriously and implement measures including: secure electronic record-keeping through Zanda practice management software; confidentiality agreements with all staff and contractors; role-based access restrictions to clinical records; regular data backups and security reviews; use of secure cloud hosting services for storage and transmission of data.

Storage and Retention of Information

We store personal information electronically using secure systems. Records are managed in line with the Australian Privacy Principles and the Psychology Board of Australia record-keeping requirements. We retain psychological records for a minimum of seven years from the date of last client contact. For clients who were minors at the time of last contact, records are retained until the client turns 25 years old. Once the retention period expires, and information is no longer required, we will take reasonable steps to securely destroy or de-identify personal information.

Access to and Correction of Personal Information

You have the right to access your personal information held by us and to request corrections if you believe it is inaccurate, incomplete, or out-of-date. To request access or correction, please contact our Privacy Officer using the details below. We will respond within a reasonable timeframe.

Complaints and Concerns

If you have concerns about how we handle your personal information, or if you believe there has been a breach of privacy, please contact our Privacy Officer. All complaints will be taken seriously and addressed promptly.

Contact Us

Privacy Officer – Dr Matt O’Connor
ConnectEd Counselling and Consultancy
3/101 Verney Road West, Graceville QLD 4075
Email: admin@connectedcc.com.au

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The updated version will be available on our website and at our clinic. By engaging our services, you agree to the terms outlined in this Privacy Policy.