This Privacy Policy describes how Illume & Co Collective ABN 86644317519 (we, our or us), trading as Illume Psychology, manages your personal information. It applies to our psychology and wellness services (Illume Psychology and Illume Studio, also referred to as Illume Psychology + Studio), and to your use of our website at illumepsychology.com.au (the Site).

We are bound by the legal requirements of the Australian Privacy Principles set out in the Privacy Act 1988 (Cth), the Privacy and Data Protection Act 2014 (Vic), and the Health Records Act 2001 (Vic).

Consent

By accessing and/or using our Site and/or Services, you agree to this Privacy Policy and consent to the collection, use, and disclosure of your personal information as described within it. Please read this Policy carefully and immediately cease using our Site or Services if you do not agree.

Collecting Personal Information

As part of providing services to you, we need to collect and record personal information that is relevant to your situation. This collection is a necessary part of delivering psychological care and wellness services to you.

Your information is stored securely and accessed only by your psychologist and authorised staff or providers of the practice, in accordance with the practice’s policies and procedures. Your information is stored using secure electronic systems that adhere to Australian Privacy laws, and secure filing systems.

We may not be able to provide you with required information or services if you do not provide the personal information requested.

Personal information is any information that can be used to identify you. We collect personal information you disclose to us in communications between us and you, as well as transaction details relating to your payment of services. We collect current and historical personal information such as your name, contact details, identification, employment, health details, payment details and Medicare details.

Sometimes we collect personal information from third parties, including public sources, your representatives, and the parties with whom we exchange information as described here. Most personal information is provided directly by you and for a specific purpose. This includes keeping a record of what happens during sessions, any psychological tests you complete, and any information received from others, such as your GP, lawyer or insurance company. When we collect personal information, we will, whenever practical, communicate why this information is being collected.

How Your Personal Information Is Collected

Your personal information may be collected in a number of ways, including when:

• You provide information directly to your psychologist during sessions or in writing (such as letters, emails or text messages).

• You submit forms (hardcopy or electronic) directly to us or via the website.

• You interact directly with our administration staff.

• Other health practitioners, such as your GP, provide personal information to us through referrals, correspondence or medical reports.

• We receive personal information from other sources, such as lawyers, employers or insurance companies through correspondence or reports.

• You ask to receive newsletters or updates, promotional materials, or complete a feedback form.

Purpose of Holding Personal Information

Your personal information is gathered and used for the purpose of providing our services to you. It is retained to document what happens during sessions and to enable your psychologist to provide relevant and informed care. This record keeping is a necessary part of the services provided and guides treatment.

If you have concerns that the information recorded is not correct, please discuss your concerns with our administration staff or your psychologist.

Sensitive Information

Sensitive information is personal information that generally has greater privacy protections under the Privacy Act. We will only collect sensitive information (e.g. health, race, sexual preferences or practices) from you if it is relevant to providing our services.

Security of Your Credit Card

Card payments are not processed through pages controlled by us. We use one or more online payment service providers who encrypt your card or bank account details in a secure environment.

Your credit card details are retained to provide our services to you. These details are fully encrypted and only used to process payments or other transactions you have initiated.

Consequence of Not Providing Personal Information or Consenting to Disclosure

Psychologists are required to maintain clear and accurate client records as part of their professional obligations, and to engage in regular consultation and supervision with colleagues. If you choose not to provide, or not to consent to the collection or appropriate disclosure of your personal information, we may be unable to provide the services or information you require.

Cookies and Analytics

Our website uses cookies and similar technologies provided by third-party services to help operate the Site, understand visitor behaviour, and improve our services.

These tools may collect information such as your IP address, browser type, pages visited and time spent on the Site. This information is generally aggregated and does not personally identify you.

You can manage or disable cookies through your browser settings, though some parts of the Site may not function properly without them.

Using and Disclosing Information

We will only use your personal information for the purposes for which it was collected unless:

• You consent to its use for another purpose;

• You would reasonably expect it to be used for a related purpose (or if the information is sensitive, for a directly related purpose); or

• It is subpoenaed by a court, or disclosure is otherwise required or authorised by law.

Your approval may be obtained to:

a) Provide a written report to another professional or agency (e.g. lawyer, GP, school or insurance company);

b) Discuss material with another person (e.g. parent/carer, employer, school, supervisor or any agencies which may be paying for your attendance); or

c) Discuss material with other mental health professionals or students training in psychology, counselling, or a related discipline for the purpose of patient care or training.

Psychologists are required to consult and receive supervision from colleagues as a Psychology Board of Australia registration standard. If your information is shared in this context, all care is taken to deidentify your information where possible so that you remain anonymous.

We may also exchange your personal information with your and our representatives, and with our service providers who assist us with archival, auditing, accounting, client contact, legal, business consulting, banking, payment, debt collection, delivery, data processing, document management, research, insurance, website or technology services.

Deidentified and amalgamated clinical material may also be used for training, education and awareness, including teaching, professional development, research and publication.

Any such use will be undertaken with great care to ensure that individuals cannot be identified in any way.

Exceptions to Confidentiality

We will not disclose your personal information to any third parties without your consent, unless permitted or required to do so by law, including where:

• A court requires information by issuing a subpoena, or disclosure is otherwise required or authorised by law;

• A psychologist must make a mandatory report about a concern; or

• The psychologist believes you or someone else is at risk of serious harm.

Duty of Care

If your communication with us raises safety concerns, we will endeavour to contact you to check the welfare and safety of you and/or others. If necessary to protect you or others, we may give relevant information to appropriate persons such as a caregiver, medical practitioner, crisis service or police.

Where possible, we will work with you openly, letting you know if our concerns reach the point where we need to involve other services, such as when failure to disclose information would, in our reasonable belief, place you or another person at serious risk to life, health or safety.

Data Quality, Security and Retention

Your personal information is gathered as part of providing services to you and is kept securely, used only by our team and authorised personnel as necessary. It enables us to provide relevant and informed services to you.

We hold personal information electronically and in hard copy form, both at our premises and with the assistance of service providers. Your personal information is only kept while required for the purpose for which it was collected, for a permitted secondary purpose, or as required by law.

We take reasonable steps to ensure the information we collect, use and disclose is accurate, current, complete and relevant. Informing us of changes to your contact details will help keep your information up to date.

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, interference, modification and disclosure. However, no method of transmission over the internet or electronic storage is completely secure. Whilst we have implemented security technology and procedures to protect your information, we cannot guarantee absolute security. You provide information online at your own risk. If you are concerned about communicating sensitive material online, you may prefer to contact us by phone or in person.

Third-Party Service Providers

We use software (such as practice management, website and online scheduling) provided by third-party service providers as necessary to deliver our services. Certain third-party providers, such as payment gateways and other payment processors, have their own privacy policies governing the information we share with them for payment or booking purposes. We recommend reviewing their privacy policies to understand how your personal information is handled by these providers.

If you would like to know which third-party service providers we use, please contact us at connect@illumepsychology.com.au.

Data Breach

In the event that any unauthorised access, disclosure or loss of your personal information occurs, we will use all reasonable endeavours to minimise any risk of consequential serious harm.

Access to Your Personal Information

Should you wish to gain access to your personal information or ask that it be corrected, please contact us.

Contact and Complaints

If you wish to access your personal information, or have any questions, concerns or complaints about this Privacy Policy or how your personal information has been managed, please contact us at connect@illumepsychology.com.au or phone 0412 803 277. We will investigate and respond within a reasonable time.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au
Phone: 1300 363 992