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1. Our Commitment to Your Privacy

Welcome! At Third Chance Psychology, 'Neurospice & Everything Nice' ("we," "us," "our") your privacy is a top priority. We are dedicated to protecting the information you share with us. Our handling of personal information is governed by the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth), the ethical guidelines of the Australian Psychological Society (APS), and, where applicable, the EU/UK General Data Protection Regulation (GDPR).

2. Scope of This Policy

This policy applies to the personal information we collect from visitors to our website and from individuals making an initial enquiry about our services. A separate, detailed consent form and privacy policy will be provided to all clients who formally engage our services.

3. The Information We Collect

a) Information You Provide: When you make an enquiry via our website, email, or phone, we collect the personal information necessary to assist you, which may include:

• Your full name

• Your contact details (email address, phone number)

• A brief, general description of the reasons you are seeking support for your family

• Information about who the service is for (e.g., yourself, your child). It is not advised to include sensitive health information via email or online. A fax number is available should you need to send sensitive health data.

b) Website Usage Data (Cookies):

Our website may use cookies to enhance your experience and to collect anonymous data on website traffic through services like Google Analytics. This helps us understand what is most helpful to the parents who visit our site. You can adjust your browser settings to refuse cookies if you wish.

4. Why We Collect Your Information and How We Use It

We collect, hold, and use your personal information only for the following purposes:

• To respond to your enquiry and communicate with you.

• To determine if our services are a good fit for your family's needs.

• To provide information about our services, fees, and current availability.

• To schedule a complimentary 15-minute clarity call.

• To conduct necessary administrative, billing, referral processing, risk management support, and practice management operations for Third Chance Psychology.

We will never sell or rent your personal information.

5. Confidentiality, Administrative Support & Its Limits

Trust is the foundation of our work together, and your enquiry is treated with strict professional confidence.

Administrative & Clerical Support:
To maintain smooth practice operations, maintain client safety, and deliver timely care, we utilise administrative personnel (who may be direct employees or contracted service providers, such as virtual assistants). All administrative personnel are bound by strict, legally binding confidentiality agreements and must comply with the Australian Privacy Principles.

These personnel assist with calendar management, billing, processing GP referrals/Mental Health Care Plans (MHCPs), uploading client intake forms, and formatting or securely transmitting clinical correspondence and reports to referring doctors and specialists.

Additionally, administrative team members may assist in facilitating urgent risk management protocols—such as assisting with urgent communications to GPs, emergency services, or police during crisis situations—or carrying out administrative tasks associated with legal matters (such as receiving, logging, or coordinating initial subpoena documentation).

To safeguard your personal therapy space, administrative personnel are granted restricted, role-based system access. They do not have access to, and are strictly prohibited from viewing or reading, your private session progress notes. Session notes remain strictly confidential between you and your practitioner.

Outside of our administrative personnel and compliant software service providers, we will not disclose your personal information to any third party without your explicit consent, except under the following legal and ethical circumstances:

• Risk of Harm: If your information indicates a serious and imminent risk of harm to yourself, your child, or another person, we have a duty of care to take steps to prevent that harm (which may involve administrative coordination with emergency services, police, or GPs).

• Legal Requirements: If our records are subpoenaed by a court of law.

• GP / Medicare Requirements: If you have been referred by a GP with a Mental Health Care Plan, we are obligated to update the GP regarding your attendance and progress and to share relevant information with Medicare to process rebates.

6. Data Security and Storage

We take all reasonable steps to protect your personal information from misuse, loss, and unauthorised access. Digital information is stored on secure, encrypted platforms utilizing individual user credentials, role-based access permissions, and multi-factor authentication (MFA). Information from initial enquiries that do not result in a client relationship is securely destroyed after a reasonable period.

We use AI tools that are embedded within privacy-protected software compliant with sensitive health data standards and guaranteed not to train AI models. You will be asked for explicit consent before any AI transcription services are used in a session. Embedded AI platforms within our allied health management tools (such as Zanda Health, Splose, Google Workspace with Entreprise Level data security, Stripe, etc.) do not share your data for training purposes and maintain strict compliance with the Australian Privacy Principles and HIPAA health data encryption standards.

7. International Data & GDPR & US

We welcome enquiries from families located around the world. We use third-party service providers located in the United States (including Google Workspace [HIPAA & APP Compliance for Sensitive Health Data], HighLevel/Ivorey, Mailchimp, and Stripe) to facilitate our enquiries and course delivery. These providers are subject to US laws. By providing your information, you consent to this overseas disclosure.
If you are a resident of the European Economic Area (EEA) or the United Kingdom, please be aware that we process your personal data in accordance with the General Data Protection Regulation (GDPR). Our lawful basis for collecting the information you provide in an enquiry is your explicit consent and the necessity to take pre-contractual steps at your request. Under the GDPR, you have additional rights, including the right to access, rectify, erase, and transfer your personal data.

8. Your Rights:

Access, Correction, and ConcernsYou have a right to access and request corrections to the personal information we hold about you.
If you have any questions or concerns about how we have handled your information, please contact us using the details below. We will investigate your concern and provide a response. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC).

9. Contact Us

For any questions, concerns, or requests relating to your privacy, please contact:

Privacy Officer
Lara Steel
Third Chance Psychology

Neurospice & Everything Nice
[email protected]

[email protected]