Believe In U - Privacy Policy

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Last Updated: 1/07/2025

1. Introduction

Believe In U ("we", "us", "our") is committed to protecting your privacy and maintaining the confidentiality of your personal information. This Privacy Policy explains how we collect, use, store, disclose and protect your personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and the Psychology Board of Australia's Code of Ethics.

This policy applies to:

• Our website (www.believeinu.com.au)
• Our psychology and social work services
• All interactions with our practice

2. Information We Collect

Personal Information

We may collect the following types of personal information:

Client Information:

• Name, date of birth, contact details (address, phone, email)
• Medicare number and health insurance details
• Medical history and mental health information
• Assessment results and treatment notes
• Emergency contact information
• Referral information from other healthcare providers

Website Visitors:

• IP address and browser information
• Pages visited and time spent on our website
• Information submitted through contact forms
• Cookies and similar technologies (see Cookie Policy below)

Employment/Contractor Information:

• Professional qualifications and registration details
• Contact information and employment history
• Performance and professional development records

Sensitive Information

We collect sensitive information including:

• Health information and medical records
• Mental health assessments and treatment notes
• Information about family relationships and personal circumstances
• Any information that could reveal your psychological or psychiatric condition

3. How We Collect Information

We collect information through:

• Initial intake forms and assessments
• During consultations and therapy sessions
• Phone calls and email communications
• Our website contact forms and booking systems
• Third-party referrals (with appropriate consent)
• Our practice management system (Zanda)

4. How We Use Your Information

We use your personal information for:

Primary Purposes:

• Providing psychology and social work services
• Treatment planning and case management
• Billing and payment processing
• Appointment scheduling and reminders
• Communication about your care

Important Note: You cannot request information to be excluded from your practitioner's clinical file. If you do not wish for your personal information to be collected as outlined in this Privacy Policy, we may not be able to provide services to you. 

5. Information Sharing and Disclosure

We may share your information with:

With Your Consent:

• Other healthcare providers involved in your care
• Family members or support persons you nominate
• Insurance providers for claims processing
• Legal representatives if required

Without Your Consent (as required or permitted by law):

• Courts or tribunals when legally compelled
• Professional regulatory bodies (AHPRA, Psychology Board)
• Child protection authorities if there are safety concerns
• Police or emergency services in urgent situations
• Workers' compensation or insurance authorities

Please also be aware that the general principles of privacy can be waved if failure to disclose information places yourself or another person at risk. If you are deemed a risk of suicide or harming another individual, your practitioner holds a duty of care and is required to disclose relevant information to reduce/prevent risk of harm.  

6. Data Security and Storage

We implement appropriate security measures to protect your information:

Technical Safeguards:

• Secure, encrypted storage systems
• Password-protected access to all systems
• Regular security updates and patches
• Secure email systems for sensitive communications
• Encrypted backup systems

Administrative Safeguards:

• Staff training on privacy and confidentiality
• Regular review of access permissions
• Incident response procedures
• Regular privacy audits and assessments

7. Data Retention

We retain your information for:

• Clinical records: Minimum 7 years after last contact (or until age 25 for clients under 18)
• Financial records: 7 years as required by taxation law
• Website data: As outlined in our Cookie Policy
• Employment records: As required by employment law

Information is securely destroyed when no longer required for legal, professional, or clinical purposes.

8. Your Rights

Under Australian privacy law, you have the right to:

Access: Request access to your personal information Correction: Request correction of inaccurate or incomplete information Complaints: Make a complaint about how we handle your personal information Opt-out: Unsubscribe from marketing communications Anonymity: Where practicable, interact with us anonymously or using a pseudonym

9. Accessing and Correcting Your Information

To access or correct your personal information:

• Contact us using the details below
• Complete our Information Access Request Form
• Provide identification to verify your identity
• Specify the information you wish to access or correct

We will respond within 30 days and may charge reasonable fees for processing requests.

10. Complaints Process

If you have concerns about our privacy practices:

1. Contact our administration using the details below
2. We will acknowledge your complaint within 5 business days
3. We will investigate and respond within 30 days
4. If unsatisfied, you may complain to the Office of the Australian Information Commissioner (OAIC)

11. Website-Specific Information

Cookies

Our website uses cookies to:

• Remember your preferences
• Analyze website traffic and usage
• Improve user experience

You can disable cookies through your browser settings, though this may affect website functionality.

Third-Party Services

Our website may use:

• Google Analytics for website statistics
• Social media plugins
• Online booking systems

These services have their own privacy policies which you should review.

12. Communication Methods

SMS Communications

We may use SMS messaging to communicate with current clients, particularly for:

• Appointment reminders and confirmations
• Assistance with rescheduling appointments

Important Notes:

• SMS messaging is not monitored outside of business hours
• We do not provide crisis services via SMS
• Your mobile number is not used for marketing purposes
• Your number is not disclosed to third parties

Email Communications

We use email to communicate with current clients for:

• Appointment reminders and scheduling
• Receipts and invoices
• Administrative communications

Important Notes:

• Emails are not monitored outside of business hours
• We do not provide crisis services via email
• Your email is not used for marketing purposes
• Your email is not disclosed to third parties

13. Court Proceedings and Legal Matters

In the case of legal proceedings, we may be required to disclose administrative or clinical records to:

• Courts (under subpoena)
• Your legal representative
• Insurance companies participating in proceedings

Important Protections:

• If your legal representative seeks information, we will not release any information without your written consent
• In the event of a subpoena, where possible, we will endeavor to notify you about the disclosure of personal records to the court
• Only the minimum required information will be disclosed

14. Record Types and Maintenance

Administrative Records

Maintained by Believe In U and include:

• Contact details and appointment information
• Medicare details and billing information
• Referring doctor information
• Consent forms and administrative documents
• Compliance information (contacts with medical practitioners, lawyers, insurance companies)

Clinical Records

Maintained by your treating practitioner and include:

• Current personal concerns and family history
• Psychological and medical symptoms
• Assessment results and treatment notes
• Other relevant information needed for psychological assessment and treatment

Both administrative and clinical records are maintained in accordance with Australian Psychological Society ethical guidelines and Australian Privacy Principles.

We do not routinely transfer personal information overseas. If international transfer is necessary, we will:

• Obtain your consent where required
• Ensure adequate privacy protections are in place
• Comply with Australian privacy law requirements

16. Children and Young People

We take special care with information about children and young people:

• We obtain appropriate consent from parents/guardians
• We consider the child's capacity to understand and consent
• We balance confidentiality with safety requirements
• We follow mandatory reporting obligations

17. Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be:

• Posted on our website
• Notified to clients where material changes affect their information
• Effective from the date of publication unless otherwise stated

Acknowledgment: By using our services or website, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, use, and disclosure of your personal information as described herein.

If you have any concerns in relation to the services provided at Believe In U please contact our administration at 

admin@believeinu.com.au