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SUMMARY

Part of our commitment to providing a high level of care for clients includes ensuring a high level of protection for any personal information we have on our records. We view the privacy of clients as an important part of our duty of care and actively seek to comply with all elements of the Australian Privacy Principles as well as our existing obligations of confidentiality.  

This privacy policy details how we handle your personal information, including the collection, storage, use and disclosure of your personal information, including how you can access and change your information, provide us with feedback or make a complaint.  

 

CLIENT CONSENT

When you book in for a session you will be asked to sign a consent form; this form provides your authorization and consent to services. The information on the consent form and on the supplemental Client Information Sheet specifies how any information about you may be used and disclosed.  

When you complete a consent form, you consent to True Reflection Health Coaching and Counselling collecting, maintaining, using and disclosing personal information about you provided by you or by another person in accordance with the privacy statements in the form and this privacy policy, as amended periodically.  

We take seriously the trust you place in us and at all times we will make every effort to ensure that your personal information is secure, protected from interference, misuse, loss, and unauthorized access, modification and disclosure.  

We value your comments and opinions. If you have questions or require further information about our privacy policy, please do not hesitate to ask your practitioner, or contact us on 0488 058 218.  

 

PERSONAL INFORMATION

Personal & Sensitive Information

Personal information refers to information or an opinion, whether true or not, and whether recorded in a material form or not, about an individual whose identity is apparent, or can reasonably be ascertained from the information or opinion.  

Sensitive information is a subset of personal information and includes your health information as well as information pertaining to racial or ethnic origin, political opinions or membership of a professional or trade association, sexual orientation or a criminal record. Sensitive information attracts additional privacy protections as compared with other types of personal information.  

 

Consent Forms & Consultation Records

In booking your first visit you will be asked to sign a Client Consent form and to provide certain personal information about your current health status, including: 

1.    Your name, address, phone number and email contact details;

2.    Your date of birth, marital status, number of children;

3.    Contact details for your emergency contact and your doctor;

4.    Information about your health and any medications you may be taking

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You will also be asked to consent to specific treatments and whether you are agreeable to your personal information being shared with other practitioners or medical professionals where this may be beneficial for your treatment.  

At the end of your treatment, your practitioner will make notes about any symptoms you may have exhibited and the treatment agreed upon. If you have a subsequent visit, these notes will be used by your practitioner for review and support of your condition. Practitioners will not share your consultation notes or personal information without your written consent.  

Children and other persons who are not able to give informed consent may come for a session with the consent of a parent or guardian. In such cases, personal information will be collected and used as described above.  

 

Other People

We will attempt to collect any personal information directly from you, however, there may be instances where we will need to collect your information from other persons or entities. Whenever possible, we will request the other person(s) to have your signed consent or email authorization, giving your permission to provide us with your personal information. Exceptions may be if you suddenly take ill and are incapable of providing certain information which may be important for your treatment, such as if you have had a recent operation, illness or an implant e.g. a pacemaker, and what medications you are currently taking.  

If you have provided us with information about another person, then you will be responsible for advising the person of their right to access their information and that they can refer to this policy for information regarding their rights on the handling of their personal information.  

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Research

If you have consented to your personal information being shared for research purposes, your information will be ‘de-identified’ (made anonymous) before being made available to research organisations unless you have consented to otherwise.  

 

Storage of Your Personal Information

All reasonable steps will be taken to ensure your personal information is stored securely and protected from misuse and loss from unauthorized access, medication and disclosure.

All personal information will be kept for as long as required to provide you with your requested services and to comply with legal requirements.  

If your personal information is no longer required for any purpose, including legal purposes, reasonable steps will be taken to securely destroy or de-identify your personal information.  

It is your responsibility to advise us should either your health situation or personal details change so that your record is kept up to date.  

 

Use of Your Personal Information

Personal information is used to: 

1.    contact you about your appointment or any other matter in relation to the services provided to you;

2.    contact your nominated Emergency Contact or GP in the event of an emergency;

3.    better understand your health history and thus ensure your treatment is of the highest quality;

4.    discuss your case with other practitioners and / or medical professionals if you have consented to this;

5.    research purposes if you have consented to this, in which case your personal information will be de-identified, unless you advise otherwise;

6.    allow you to purchase products and services;

7.    answer your enquiries and resolve complaints

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Credit card information is used only for payment processing and fraud prevention. This information is not retained or used for other purposes.

Anonymous data may be aggregated for reporting client statistics and to improve our customer support. If you complete a questionnaire, you may do this anonymously and you will have an option to provide your name if you have questions or are seeking further information.  

 

Sharing Your Personal Information

The trust you place in us is taken very seriously and on no account will we share your personal information with any third party without your permission unless it is required by law enforcement action or subpoena. For example, we may be required to provide your personal information to the appointed case managers of insurance companies managing your worker’s compensation case or third party case in the treatment of your injury or illness.  

Personal information may be disclosed to anyone to whom you have given written and signed consent to have access to this information (ie: a solicitor, accountant, or a person who has authority to act as your attorney). This could also include referees, any financial institution nominated by you (as in the case of direct debit) or anyone else you request.

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Accessing Your Personal Information

If you have competed a consent form with the clinic, you can request access to your personal information at any time. By law, it is necessary to make the request in writing at info@truereflectioncounselling.com.

Upon receiving your request, we will discuss access options with you, and supply copies within ten working days, depending upon the nature of the request. We will endeavour to make your information available earlier if possible.

If you believe that any information is incorrect or outdated, you may ask for a correction to be made. There is no fee for requesting access to your information.  

In a very few cases, we may be unable to give you access to certain information, for example where: 

1.    we no longer hold or use the information;

2.    providing access would pose a serious threat to the physical or mental health of any individual;

3.    providing access would have an unreasonable impact on the privacy of others;

4.    the request is vexatious;

5.    providing access would be unlawful;

6.    the information requested relates to existing or anticipated legal proceedings;

7.    providing access would prejudice or be likely to prejudice the prevention, detection, investigation, and prosecution of unlawful activity;

8.    disclosure would pose a threat to the life or health of any individual.

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If your request is refused, we will advise you of the reason why. If we are not required to provide you with access to the information requested, we will consider, if reasonable, whether the use of mutually agreed intermediary would allow sufficient access to meet our mutual needs.  

 

Correcting Your Personal Information

We strive to keep your personal information accurate, however, it is your responsibility to notify us when your details change. If you believe any information held about you is inaccurate, incomplete, or out-of-date, you may ask to be provided with a copy of your information to view, and following your authorization, your information will be amended.

To protect your privacy and security, you may be asked to verify your identity before being granted access to any data, and in some cases, you may be asked to put your request in writing.  

 

MAKING A COMPLAINT

Questions or concerns about this privacy policy or how your information is handled can be asked at any time.

We value your comments and feedback and will try to answer any questions, correct any errors or resolve any complaint that you may have about how your information is handled.  

Once you have contacted us in relation to your concerns, if you are not happy with our response, or if you do not feel your complaint has been resolved, you are able to seek advice from the Office of the Australian Information Commissioner by calling 1300 363 992.

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