Privacy Policy

Privacy Policy, Terms and Conditions

Better Together Psychology (2025 Updated Version)

The following information outlines how Better Together Psychology manages your care, privacy, personal information, clinical records, and financial responsibilities. These terms comply with the Psychology Board of Australia Code of Conduct (2025), the Australian Privacy Principles (APPs), and relevant state and federal legislation. By signing, you confirm that you have read, understood, and agree to this policy.

1. Roles and Responsibilities
Your treating psychologist is responsible for your psychological care. You (“the client”) are the individual receiving services.
Better Together Psychology engages Changes Psychology as an administrative and billing support provider. Changes Psychology assists only with appointment scheduling, billing, and administrative processes; they are not involved in your clinical care.

2. Privacy and Information Management
Better Together Psychology and Changes Psychology take privacy seriously. We operate in accordance with the Australian Privacy Principles, the Health Records and Information Privacy Act (NSW), and the Psychology Board of Australia’s Code of Conduct (2025), which outlines psychologists’ obligations to maintain confidentiality, secure record keeping, transparency, and appropriate information handling.

We collect, store, use, and (where appropriate) share your personal and health information for purposes including:
• coordinating appointments
• supporting your psychological treatment
• processing payments and Medicare/insurance claims
• managing administrative and clinical records

If you have privacy questions or concerns, please contact the practice via email.

3a. Collection and Storage of Personal Information
As part of providing psychological services, your psychologist will collect information relevant to your current concerns, background, and progress. You may choose what information you share, understanding that accurate information helps your psychologist provide informed, safe, and effective care.

Your information will be stored securely in your client file and is accessible only to your treating psychologist and authorised administrative personnel when necessary for lawful or essential practice operations.

We use several carefully selected and secure platforms:
• Zanda – for secure storage of your clinical file, contact details, referrals, and administrative records. https://zandahealth.com/au/privacy-policy/
• Heidi Health – an AI-assisted note-taking tool used during sessions. https://www.heidihealth.com/en-au/resources/frequently-ask-questions
• Sessions are not recorded.
• Raw transcripts are deleted.
• Only the final note—reviewed, edited and approved by your psychologist—is saved to your file in Zanda.
• NovoPsych – a platform used for delivering psychological questionnaires and clinical assessments.
• NovoNote (a subsidiary of NovoPsych) – may be used to assist in producing summaries or draft content during assessments. Your psychologist reviews and edits all content before it becomes part of your official record. https://novopsych.com/novonote-security/

All platforms comply with Australian privacy and security requirements.

Consistent with legal requirements:
• Adult files are retained for at least 7 years from the last date of service.
• Files for clients under 18 are kept until the client turns 25.
After this time, files are destroyed securely.

3b. AI Note-Taking Technology
Your treating psychologist uses an AI-assisted note-taking tool to support accurate and timely clinical documentation.
• No audio recordings of your sessions are kept.
• Raw transcripts are destroyed.
• Only the final clinical note—reviewed, edited, and approved by your psychologist—is stored in your official clinical record.
If you would like more information about the technology, please contact us.

4. Access to Your Information
You may request access to the information stored in your clinical file at any time. Your psychologist will organise a suitable time to review this with you and explain any necessary limitations. Access may be restricted where required by NSW or federal law, including situations involving safety, legal privilege, or third-party confidentiality.

5. Confidentiality and Its Limits
All information shared during sessions is confidential and will not be disclosed except when required or authorised by law. Limits to confidentiality include:
• If your file is subpoenaed or ordered by a court
• If non-disclosure would place you or another person at serious and imminent risk
• If a child is at risk of harm
• If there is significant risk related to self-harm, suicidal intent, domestic or family violence
• If disclosure is otherwise required or authorised by law
• If you give written consent for your psychologist to share information with specified individuals or professionals
• When providing summary reports to your referring GP, psychiatrist, paediatrician, or funding body as required by Medicare or third-party payers
Your psychologist also obtains clinical supervision, as required by the Code of Conduct (2025) to maintain high-quality care. Your identity is not disclosed to the supervisor, and discussions focus only on treatment planning and professional guidance. Your psychologist is required to seek written consent for ongoing clinical supervision every 12 months during active treatment.

6. Medico-Legal and Forensic Information
Your treating psychologist will not prepare reports or provide information for medico-legal, forensic, Family Court, criminal, or other legal contexts unless required by law, subpoena, or court order.
These reports are outside our scope of practice, and helps us avoid the risk dual roles or conflict of interest.

7. Information Sharing and Third-Party Communication
Any communication with external agencies, schools, medical providers, or others requires your written consent, except in circumstances outlined under the confidentiality limits.
If you are using Medicare or another organisation is funding services, your psychologist is legally required to provide brief progress reports to the referring practitioner or funding body to maintain your eligibility.

8. Fees, Payments, and Financial Responsibilities

8a. Fees and Payment Policy
By engaging in services, you agree to pay the full fee for each session at the time of your appointment. Fees may differ based on service type (e.g., standard session, extended session, report writing, forms, letters).
Fees may change periodically. Reasonable notice will be provided before changes take effect. Continuing to attend sessions after a fee change indicates your agreement to the updated fees.

8b. Medicare or Insurance Rebates
All fees are payable in full. Medicare rebates or private health insurance rebates are separate processes and not guaranteed by the practice.
It remains your responsibility to follow up with Medicare or insurers regarding rebate issues.

8c. Cancellation Policy
A minimum of 24 hours’ notice is required to cancel or reschedule an appointment without a fee. Appointments cancelled with less than 24 hours’ notice will incur a cancellation fee.
For Monday appointments, cancellations must be received by Friday 8am–5pm of the preceding business week.

8d. Outstanding Accounts
You agree to settle accounts promptly (within 48hrs). The practice may temporarily pause and/or cancel future appointments if fees remain outstanding and may use administrative systems to recover unpaid fees.

9. Confirming and Attending Appointments
It is your responsibility to:
• confirm SMS reminders
• keep your scheduled appointment time
• arrive on time (sessions finish at the scheduled time, even if you arrive late)

Consent Statement
By signing this document, I confirm that:
• I have read and understood the Privacy Policy, Terms and Conditions of Better Together Psychology.
• I consent to the collection, storage, and lawful use of my personal and health information for the purposes of receiving psychological services.
• I understand the limits of confidentiality, the financial policies, and my responsibilities regarding attendance, communication, and conduct.
• I agree to all policies outlined above.