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:
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plan and deliver therapy that meets your needs
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communicate with you about appointments and care
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liaise with other professionals involved in your support (with consent)
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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, or speak with your psychologist.
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, track progress, write reports or referrals (if needed), and ensure your care remains consistent.
We may share your information only when:
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you’ve given explicit consent (for example, to update your GP or psychiatrist), or
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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:
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risk of harm to you or someone else
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suspicion of abuse or neglect
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a legal requirement to produce records (e.g., court subpoena)
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:
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access your personal information
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request corrections if something’s inaccurate
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know how your data is stored and used
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withdraw consent for information sharing (unless required by law)
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
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All records are stored in secure, password-protected clinical software (Halaxy) that meets Australian privacy and data standards.
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Paper files (if any) are kept in locked storage.
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Only authorised clinicians and admin staff with a genuine need can access your records.
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We regularly review our systems to stay compliant with privacy and security requirements.
Data breaches
In the unlikely event of a data breach, we follow the Notifiable Data Breaches Scheme (2017) and will contact you if your privacy may be at risk.
Leave feedback or make a complaint
If you would like to leave some feedback or you would like to make a complaint:
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Email us at hello@makelemonade.com.au and we’ll review the issue promptly.
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If you’re not satisfied, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.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.
