Privacy Policy

Why we collect information

We only collect what we need to provide safe, effective psychological care. This can include your name, contact details, date of birth, Medicare number, emergency contact, and information about your background, health, and wellbeing.

We collect this to:

• plan and deliver therapy that meets your needs

• communicate with you about appointments and care

• liaise with other professionals involved in your support (with consent)

• meet legal, professional, and ethical obligations under the Psychology Board of Australia’s Code of Conduct and relevant health records laws

We don’t collect information we don’t need, and we won’t use it for any unrelated purpose.

How we collect information

You’ll usually give us this information directly when you book, fill out forms, speak with your psychologist, contact our administration team, or communicate with us by phone, SMS or email. Telephone calls to the clinic may be transcribed for staff training and quality assurance. We do not retain audio recordings of these calls. If you would prefer not to have your call transcribed, please let our team know.

Sometimes, with your consent, we may receive information from other health professionals, support people, or referrers to help coordinate your care.

If we ever collect information about you from someone else, we’ll let you know as soon as practical and explain why.

How we use and share your information

Your information is used to support your therapy, manage appointments and enquiries, communicate with you, track progress, write reports or referrals (if needed), maintain appropriate records, improve the quality of our services, and ensure your care remains consistent.

We may share your information only when:

• you’ve given explicit consent (for example, to update your GP or psychiatrist), or

• we’re required or authorised by law (such as if there’s a serious risk of harm, a child at risk, or a court order).

We don’t use your details for marketing, and we don’t share information for any commercial reason.

If we need to share your information electronically (for example, via secure messaging, telehealth, or email), we take all reasonable steps to protect your privacy.

Confidentiality and professional standards

Everything you share stays confidential, except where law or ethical standards require us to act.

These exceptions include:

• risk of harm to you or someone else

• a legal requirement to produce records (e.g., court subpoena)

• where disclosure is required or authorised by law, including applicable mandatory reporting obligations

Whenever possible, we’ll discuss these limits and decisions with you beforehand.

All psychologists at Make Lemonade Psychology follow the Psychology Board of Australia’s Code of Conduct, which sets the national standards for confidentiality, cultural safety, and responsible record-keeping.

Your rights

You have the right to:

• access your personal information

• request corrections if something’s inaccurate

• know how your data is stored and used

• withdraw consent for information sharing (unless required by law)

• request that your health information be made available to another health service provider

You can request access in writing. If we can’t provide it (for example, where it may impact another person’s privacy or safety), we’ll explain why.

Cultural safety and inclusivity

We are committed to providing care that respects your background, culture, and identity.

If there’s information about your cultural, spiritual, or communication needs that helps us support you more safely, you’re welcome to share it. This information is protected in the same way as all other personal data.

How we keep your information secure

• We use secure, access-controlled systems to store and manage personal and health information, including our clinical practice management, administration and communication systems. These systems may contain information such as clinical records, intake information, appointment information, administrative notes and communications.

• We use reputable third-party service providers to operate some of these systems. Some personal and health information may therefore be processed or stored outside Australia, including in the United States and other countries in which our service providers operate. We take reasonable steps to ensure that providers handling personal information maintain appropriate privacy and security safeguards.

• Paper documents containing personal or health information are securely scanned and uploaded to our clinical practice management system (Halaxy), after which the physical documents are securely destroyed.

• Only authorised clinicians and admin staff with a genuine need can access your records.

• We regularly review our systems to stay compliant with privacy and security requirements.

Data breaches

If a data breach occurs, we will assess and respond to it in accordance with applicable privacy laws, including the Notifiable Data Breaches Scheme, and notify affected individuals and relevant authorities where required.

Leave feedback or make a complaint

If you would like to leave some feedback or you would like to make a complaint:

• Email us at hello@makelemonade.com.au and we’ll review the issue promptly.

• If you’re not satisfied, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au, Victorian Health Complaints Commissioner (HCC) at www.hcc.vic.gov.au, or the Psychology Board of Australia via www.psychologyboard.gov.au

• See more: Feedback and Complaints

Updates

We may update this policy to reflect changes in law or professional standards.

The most recent version will always be available on our website and in our clinic.