Privacy Policy

1. Introduction

At House of Wonder Psychology, your privacy is very important to us. We are committed to safeguarding your personal and health information in line with our ethical obligations and applicable privacy laws. This Policy explains how we collect, use, store, and share your information when you engage with our services, visit our website, or contact us.

We comply with:

  • The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs)

  • The Health Records Act 2001 (Vic), which sets out the Health Privacy Principles (HPPs) for the handling of health information in Victoria

By contacting us, visiting our website, or engaging in our services, you consent to the practices outlined in this Policy.

2. Why we collect information

We collect personal and health information to:

  • Provide psychological, therapy, assessment, education, and professional development services

  • Manage bookings, client intake, and communication

  • Maintain accurate clinical records and treatment notes

  • Process payments, Medicare or private health claims, and invoices

  • Meet our legal, regulatory, and ethical obligations (e.g. record retention, mandatory reporting)

  • Work with other professionals (with consent) to support your care

  • Improve and evaluate our services

We only collect information necessary for these purposes.

3. Types of information we collect

Personal information

  • Name, date of birth, contact details

  • Emergency contact information

  • Billing details (including Medicare, insurance, or payment information)

  • Demographic details

Health information (sensitive information)

  • Referral information and reports from health professionals

  • Relevant medical and psychological history

  • Assessment results, treatment goals, therapy notes, and progress records

  • Information you share with us in the course of therapy

We only collect sensitive information with your consent, unless required or authorised by law.

4. How we collect information

  • Directly from you: through forms, emails, phone calls, online bookings, and during sessions

  • From third parties: with your consent (e.g. GP, school, other professionals)

  • From our website: via contact forms, cookies, and analytics tools

You may choose not to provide certain information, but this may limit the services we are able to offer.

5. Website, cookies & analytics

Our website may use cookies and analytics to improve functionality, monitor traffic, and understand how visitors use the site. You can disable cookies in your browser settings, although some features may not work properly as a result.

6. Storage, security & retention

Storage

Your records are stored securely in:

  • Encrypted cloud-based practice management software, compliant with Australian privacy law

  • Password-protected and encrypted devices

  • Locked filing cabinets for any paper records

Security

We use reasonable steps to protect your information, including:

  • Encryption, password protection, and access controls

  • Secure transmission protocols (SSL/HTTPS)

  • Limiting access to authorised personnel only

Retention

In line with the Health Records Act 2001 (Vic):

  • Adult records are kept for 7 years after the last service

  • Records of children are kept until the child turns 25 years old

After these periods, records are securely destroyed or de-identified.

7. Disclosure of information

We will not share your information without your consent except where:

  • Required by law (e.g. subpoena, court order, mandatory reporting)

  • There is a serious risk of harm to you or others, and disclosure is necessary to reduce that risk

  • It is necessary to communicate with other professionals directly involved in your care (with your consent)

  • It is required for billing or administrative purposes (e.g. Medicare, insurers, IT providers)

Where information is stored or transmitted via third-party providers (e.g. cloud services), we take steps to ensure those providers comply with privacy standards.

8. Access, correction & complaints

You have the right to:

  • Request access to your personal or health information

  • Request corrections if the information is inaccurate, incomplete, or outdated

  • Withdraw consent for sharing information, subject to legal and ethical requirements

Requests should be made in writing to the contact details below. We will respond within a reasonable timeframe.

If you believe we have breached your privacy, please contact us first. If you are not satisfied with our response, you can lodge a complaint either:

  • The Office of the Health Complaints Commissioner (HCC) Victoria: hcc.vic.gov.au

  • The Office of the Australian Information Commissioner (OAIC): otic.gov.au

9. Updates to this Policy

We may update this Privacy Policy from time to time. The most recent version will always be available on our website, with the “last updated” date shown.

10. Contact Us

If you have any questions, concerns, or requests about this Privacy Policy or how your information is handled, please contact:

House of Wonder Psychology

2/143 Napier Street Essendon VIC 3040

admin@houseofwonderpsychology.com

0493 396 893