Privacy policy

About this policy

MindBalance Psychology  (ABN 17 483 839 491) takes your privacy seriously. This policy explains what personal and health information we collect, why, how it is stored, and when it may be shared.

We handle your information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles, the Health Records and Information Privacy Act 2002 (NSW), and the Psychology Board of Australia’s Code of Conduct.

What we collect and how

We only collect information needed to provide you with a safe, effective psychology service. This may include:

• Your name, date of birth, contact details and emergency contact
• Medicare, NDIS, WorkCover or private health details, where relevant
• Referral letters, Mental Health Treatment Plans and reports from other health professionals
• Information about your health, history and circumstances that you share in sessions
• Session notes, assessment results and correspondence about your care

Most information comes directly from you: through the online intake form, the website contact form, email, phone, and sessions. Some comes from others with your knowledge, such as your GP, NDIS plan manager, WorkCover insurer or another treating practitioner.

You can choose not to give some information, or to use a pseudonym where that’s practical. This may mean I can’t provide a service, or you may not be able to claim a rebate.

How your information is used and shared

We use your information to provide assessment and therapy, keep clinical records, communicate with you, process payments and rebates, and meet our professional and legal obligations.

What you share in sessions is confidential. We only share your information:

• With your consent, for example reports to your GP, NDIS plan manager or WorkCover insurer
• To process claims with Medicare, the NDIS or an insurer
• In professional supervision, where cases are discussed without identifying details
• When the law requires it, such as a subpoena, court order or mandatory reporting obligation
• To prevent serious harm, where there is a serious threat to your life, health or safety, or someone else’s

Wherever we can, we’ll talk with you before sharing information without your consent. We don’t sell your information or use it for marketing.

How your information is stored and protected

Your records are kept electronically in secure, Australian-based systems:

• Splose (practice management): client file, notes, appointments, invoices and the intake form. Data is stored in Australia and encrypted.
• Microsoft 365: practice email, protected by multi-factor authentication

Access is limited to us and anyone we employ who needs it to provide your care. Referrals and documents sent by email are saved to your file and then deleted from the inbox.

Under NSW law, we keep health records for at least 7 years after your last appointment. If you were under 18 at the time, we keep them until you turn 25. After that, they are securely destroyed.

AI note-taking

With your permission, we may use NovoNote, an AI scribe designed for mental health clinicians, to help write session notes. It produces a written summary, which we review and edit.

• We’ll always ask before using it, and you can say no or change your mind at any time
• Audio isn’t kept: it’s deleted once the summary has been created
• Data is stored on servers in Australia and isn’t used to train AI models
• Your treatment is never decided by AI. I make all clinical decisions

Website and cookies

When you use the contact form, your message is sent to the practice email. Please don’t include detailed health information in the form. We can talk about that in session.

This website uses cookies to make it work and to understand how it’s used. You can accept or decline non-essential cookies using the banner when you first visit.

The contact form uses Google reCAPTCHA to protect against spam. To do this, Google collects some information about your device and how you use the site. This information is handled under Google’s Privacy Policy and Terms of Service.

Accessing and correcting your information

You can ask to see your records or request a copy. You can also ask us to correct anything that’s inaccurate, out of date or incomplete. Please put your request in writing, and we’ll respond within 30 days.

In rare cases we may limit access, for example if it could seriously harm you or someone else. If so, we’ll explain why and talk through other options, such as a summary or sending your records to your GP.

Concerns and complaints

If you have a concern about how your information has been handled, please contact Kyriann first so she can try to put it right. If you’re not satisfied with her response, you can contact:

• Office of the Australian Information Commissioner
• NSW Information and Privacy Commission

Contact

Kyriann Coates, MindBalance Psychology

Email: admin@mindbalancepsychology.com.au

Phone: 0478 021 951

Address: Gosford Central Plaza, Suite 3, Level 2, 10 William St, Gosford NSW