This page describes the privacy policy of Willowbright Psychology for the management of clients’ personal information. The psychological service provided is bound by the legal requirements of the Australian Privacy Principles set out in the Privacy Act 1988 (Cth).

Client information

Information is stored securely in electronic format and is only accessed by authorised personnel. Collection of personal information may include:

• Name, date of birth, and contact details (e.g., email address, phone number)

• Payment and billing information, including credit card details

• Referral details and reports from other health professionals (if applicable)

• Medicare details (if applicable)

• Notes, reports, and completed questionnaires from assessment sessions

• Any other information relevant to the provision of psychological services

How clients' personal information is collected
A client's personal information is collected in a number of ways during provision of services. These include times when the client provides information directly to the practitioner during appointments, completion of forms and questionnaires, website enquiries, correspondence via email, and when other health practitioners provide personal information to Willowbright Psychology, via referrals, correspondence and medical reports.

Consequence of not providing personal information
If a client does not wish for their personal information to be collected in a way anticipated by this Privacy Policy, Willowbright Psychology may not be in a position to provide the psychological service to the client.

Purpose of holding personal information
A client’s personal information is gathered and used for the purpose of providing psychological services. The personal information is retained in order to document appointments and enables the psychologist to provide a relevant and informed psychological service. Willowbright Psychology is required to keep a client’s file for a minimum of seven years, or if clients are under the age of 18 at the time of assessment, until they are 25 years of age.

Disclosure of personal information
All personal information gathered during the provision of services will remain confidential except when:

• It is subpoenaed by a court, or disclosure is otherwise required or authorised by law

• Failure to disclose the information would, in the reasonable belief of the practitioner, place a client or another person at serious risk to life, health or safety

• De-identified information is used in the context of professional supervision or peer consultation to ensure duty of care

Requests for access and correction to client information
At any stage a client may request to see and correct the personal information about them kept on file. The psychologist may discuss the contents with them and/or give them a copy, subject to the exceptions in the Privacy Act 1988 (Cth). If satisfied that personal information is inaccurate, out of date or incomplete, reasonable steps will be taken in the circumstances to ensure that this information is corrected. 

Clients have the right to access and/or correct information we hold at any time by contacting the practice using the information provided in the ‘Contact Information’ section of this policy.

Concerns
If clients have a concern about the management of their personal information, they may inform Willowbright Psychology using the information provided in the ‘Contact Information’ section of this policy.

If unsatisfied, clients may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) via http://www.oaic.gov.au/privacy/making-a-privacy-complaint

Contact information
For any privacy-related queries, please contact Willowbright Psychology via admin@willowbrightpsychology.com

Life is dynamic, and we understand that plans can change. If you need to cancel an appointment, we kindly ask for more than 48 hours’ notice (excluding weekends). This helps us maintain a sustainable practice and offer timely support to others.

Cancellations with less than 48 hours’ notice will incur the full session fee.

We understand that unexpected things happen. If you’re unable to attend and don’t let us know in advance, the session will be considered a missed appointment and cancellation fees may apply.

After two consecutive missed appointments, we may require a non-refundable deposit to secure future bookings.

We’re committed to fair and inclusive access to care. If you’re experiencing challenges that may affect your ability to attend appointments, please speak with your Psychologist.

Repeated cancellations or missed sessions without notice may result in a pause on future bookings until we’ve had a chance to talk through your circumstances together.

Telehealth services are conducted via secure and encrypted platforms. However, as with any online communication, there may be inherent risks. We recommend using private, secure internet connections and maintaining confidentiality by selectively choosing the environments in which you complete appointments.