Privacy Policy
Solbrook Psychology is committed to protecting the privacy and confidentiality of personal information, including health information, provided by clients. This Privacy Policy explains how Solbrook Psychology collects, uses, stores and protects personal information and how clients can access or request correction of their information or make a privacy complaint. Solbrook Psychology handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
What personal information do we collect?
In providing psychological services, Solbrook Psychology may collect personal information that is reasonably necessary to provide safe and appropriate psychological care. This may include:
name and contact details
date of birth and other identifying information
Medicare and/or other billing information where relevant
information about physical and psychological health
medical and treatment history
information about current concerns, circumstances and functioning
information provided during psychological consultations
information provided by other health professionals or referral sources
information contained in correspondence, reports or other documents relevant to treatment.
Health information is considered sensitive information under Australian privacy law and is handled with additional care.
How do we collect personal information?
Personal information may be collected in a number of ways, including:
directly from you during consultations
through forms completed by you
through email, SMS or other electronic communication
through the Solbrook Psychology website and online booking processes
from your GP, treating health professionals or other referral sources, where appropriate
from other people or organisations where you have provided consent or where collection is otherwise permitted or required by law.
Where information is collected from someone other than you, Solbrook Psychology will take reasonable steps to ensure that you are aware of this where required by privacy law.
Why do we collect and use your information?
Your personal information is collected and used for purposes associated with providing psychological services to you. This may include:
assessing and understanding your presenting concerns
providing psychological assessment and treatment
maintaining accurate clinical records
communicating with you about appointments and services
coordinating care with other health professionals where appropriate and authorised
processing Medicare rebates and other payments or claims where applicable
meeting legal, professional and regulatory obligations
managing the safe and effective operation of the practice.
Your information will not be used or disclosed for unrelated purposes unless you consent or the use or disclosure is otherwise permitted or required by law.
What happens if you do not provide personal information?
You may choose not to provide certain personal information. However, if information reasonably necessary to provide psychological services is not provided, Solbrook Psychology may not be able to provide services safely or appropriately. Where appropriate, you may discuss any concerns about providing particular information with your psychologist.
Disclosure of personal information
Your personal information will be kept confidential except where disclosure is permitted or required by law, or where you have provided appropriate consent. Depending on the circumstances, information may be disclosed to:
your GP or other treating health professionals involved in your care
a referring professional or organisation
another person or organisation where you have provided appropriate consent
Medicare or another relevant funding body where necessary to process a claim or payment
professional consultants or supervisors where appropriate for professional practice and clinical care, with identifying information minimised where practicable
service providers who support the operation of the practice, such as practice-management, information technology, electronic communication and telehealth services
courts, tribunals, government agencies or other authorities where disclosure is required or authorised by law.
Information may also be disclosed without consent where Solbrook Psychology reasonably believes that disclosure is necessary to lessen or prevent a serious threat to a person's life, health or safety, where permitted by law. Where disclosure is required or permitted without consent, only information reasonably necessary for that purpose will be disclosed where practicable.
Medicare and billing information
Where you are eligible for a Medicare rebate, relevant personal and Medicare information may be collected and submitted through the appropriate Medicare claiming process. Solbrook Psychology uses Halaxy for practice management, appointment administration, billing and Medicare-related claiming.
Electronic communication and telehealth
Solbrook Psychology uses electronic systems (e.g., Google workspace; Halaxy) to communicate with clients and provide services. Reasonable steps are taken to protect information transmitted or stored electronically. However, no electronic communication or online system can be guaranteed to be completely secure. Clients should consider the privacy of their own environment when participating in telehealth consultations or communicating electronically with the practice.
Storage and security of information
Client information is stored electronically using secure, cloud-based systems, including Halaxy and Google Workspace. Reasonable technical and organisational measures are used to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Access to clinical information is limited to appropriately authorised individuals who require access for legitimate professional or administrative purposes. Personal information is retained for the period required by applicable legislation, professional standards and record-keeping requirements. When information is no longer required to be retained, reasonable steps will be taken to securely destroy or permanently de-identify it.
Overseas disclosure
Some cloud-based technology and service providers used by Solbrook Psychology may involve the storage, processing or support of information outside Australia. Where personal information is likely to be disclosed to an overseas recipient, Solbrook Psychology will take reasonable steps to comply with the Australian Privacy Principles, including applicable requirements relating to overseas disclosure. Where required, appropriate consent will be obtained before information is disclosed overseas.
Data breaches
Solbrook Psychology takes reasonable steps to protect personal information from unauthorised access, disclosure or loss. If an eligible data breach occurs, Solbrook Psychology will respond in accordance with the Notifiable Data Breaches scheme and applicable privacy requirements, including taking reasonable steps to contain the breach, assess the risk and notify affected individuals and the Office of the Australian Information Commissioner where notification is required.
Accessing your personal information
You may request access to personal information that Solbrook Psychology holds about you. Requests should be made directly to Solbrook Psychology. Your request will generally be acknowledged and responded to within 30 days, subject to any applicable exceptions under privacy law. In some circumstances, access may be refused where permitted or required by law. If access is refused, you will be provided with an explanation where appropriate.
Correcting your personal information
If you believe that personal information held by Solbrook Psychology is inaccurate, out of date, incomplete or misleading, you may request that it be corrected. Reasonable steps will be taken to correct information where appropriate. If a request for correction is refused, you will be provided with an explanation where appropriate and may request that a statement be attached to your record indicating that you believe the information is inaccurate, incomplete or out of date.
Privacy complaints
If you have a concern about the way Solbrook Psychology has handled your personal information, please contact the practice in the first instance. We will take your concern seriously, investigate it where appropriate and respond to you within a reasonable period. You will not be disadvantaged or treated adversely because you have made a privacy complaint. If you are not satisfied with the way your complaint has been handled, or you wish to make a complaint directly to the regulator, you may contact the Office of the Australian Information Commissioner (OAIC). Information about making a privacy complaint to the OAIC is available through the OAIC website.
Contacting Solbrook Psychology about privacy
If you would like to request access to your information, request a correction, ask a question about this Privacy Policy or make a privacy complaint, please contact: Solbrook Psychology, admin@solbrookpsychology.com.au.
Changes to this Privacy Policy
This Privacy Policy may be updated from time to time to reflect changes to legislation, professional requirements, technology or the way Solbrook Psychology operates. The current version of this Privacy Policy will be made available on the Solbrook Psychology website.
Last updated: September 2026