Last updated Thursday 1 October 2026
Purpose
The purpose of this policy is to ensure that all employees are trained and understand that all client information is private and confidential. Employees are responsible for maintaining client privacy in accordance with the Privacy Act 1988, the Australian Privacy Principles (APPs), and all relevant federal, state, and local regulations.
Policy
Old Mate Psychology is committed to protecting client privacy and handling personal information in accordance with the Privacy Act 1988, the Australian Privacy Principles (APPs), and relevant Queensland legislation. This policy explains how client information is collected, stored, used, and disclosed when providing psychological services.
Under no circumstances will employees of Old Mate Psychology discuss or in any way reveal client information to unapproved employees, colleagues, other clients, family, or friends, whether at the practice or outside of it, such as in the home or at social occasions. This includes client accounts, appointments, referral letters, clinical documentation, assessment results, treatment plans, session notes, billing details, Medicare information, private health insurance details, and emergency contact information.
Old Mate Psychology practitioners and other employees are aware of confidentiality requirements for all client encounters and understand that significant breaches of confidentiality may provide grounds for disciplinary action or dismissal.
By accessing services at Old Mate Psychology, clients consent to the practices described in this policy.
Information Collection and Storage
What Information We Collect
Old Mate Psychology collects personal and sensitive information necessary to provide psychological services, including:
- Personal details: name, date of birth, contact information, address
- Referral information: GP details, Mental Health Treatment Plan, employer referral (EAP)
- Clinical information: presenting concerns, assessment results, treatment plans, session notes
- Administrative information: billing details, Medicare information, private health insurance details
- Emergency contact information
- Telehealth information: location during sessions, technical details required for service delivery
We only collect information that is reasonably necessary for client care.
How Information Is Collected
Information may be collected through:
- Intake forms
- Direct communication (in person, phone, email, telehealth)
- Referrals from GPs, psychiatrists, or employers (EAP)
- Assessments and clinical tools
- Third-party systems used with client consent (e.g., Medicare, private health insurers)
How Information Is Stored
All client information is securely stored in Zanda, an Australian practice management system that uses:
- Encrypted data storage
- Secure client portals
- Role-based access controls
- Multi-factor authentication
Only authorised staff of Old Mate Psychology can access client records.
Old Mate Psychology may also use:
- Secure email
- Encrypted cloud storage
- Password-protected devices
All systems comply with Australian privacy requirements.
Use of BizzyAI (AI-Assisted Documentation)
Old Mate Psychology uses BizzyAI to support clinical documentation and administrative efficiency.
BizzyAI may assist with:
- Drafting clinical notes
- Summaries of sessions
- Administrative workflows
- Clinical decision-support prompts
BizzyAI does not make clinical decisions. Psychologists remain fully responsible for all clinical judgement. Clients may opt out of BizzyAI use at any time.
How Client Information Is Used
Client information is used for:
- Providing psychological assessment and treatment
- Coordinating care with other health professionals (with client consent)
- Medicare and private health insurance claims
- EAP reporting (non-identifying unless written consent is provided)
- Practice administration
- Legal or ethical compliance
- Quality improvement and supervision (de-identified)
We do not use client information for marketing or advertising.
Disclosure of Information
Information will not be shared without client consent except when required by law or ethical obligations, including:
- Risk of harm to the client or others
- Mandatory reporting (child safety, elder abuse, domestic violence where required)
- Subpoenas, court orders, or legal requests
- Preventing a serious threat to life, health, or safety
- EAP contractual obligations (non-identifying outcome summaries unless consent is given)
Telehealth Privacy
When using telehealth, clients agree to:
- Participate from a private, safe location
- Ensure stable internet connection
- Provide an emergency contact
- Understand that technical issues may affect confidentiality
Telehealth platforms used by Old Mate Psychology meet Australian privacy and security standards.
Data Retention
Old Mate Psychology retains records in accordance with legal requirements:
- Adults: 7 years from the last contact
- Minors: until the client is 25 years old
Records are securely destroyed when no longer required.
Access to Client Information
Clients may request access to their personal information at any time. Access may be limited if:
- It poses a risk to the client’s safety or another person
- It breaches legal obligations
- It contains information about other individuals
Corrections can be requested if information is inaccurate or incomplete.
Complaints About Privacy
If clients have concerns about how their information is handled, they may:
- Raise the issue directly with their psychologist
- Contact the Office of the Australian Information Commissioner (OAIC)
- Contact the Psychology Board of Australia or AHPRA
Old Mate Psychology will respond to privacy complaints promptly and respectfully.
Changes to This Policy
This Privacy Policy may be updated periodically to reflect changes in legislation, technology, or practice operations. The most current version will always be available upon request.
Procedure
Training and Orientation of Employees
All employees receive training at orientation, as well as ongoing training regarding the privacy of client information. Every employee is issued the Old Mate Psychology privacy policy and signs a privacy statement as part of their terms and conditions of employment.
The policies and procedures of Old Mate Psychology are explained during the onboarding of new employees, and an onboarding form is signed by each employee as confirmation that they understand and accept their obligations in relation to client privacy and the confidentiality of information.
Client Acknowledgement
By engaging with Old Mate Psychology, clients acknowledge that they have read and understood this Privacy Policy and consent to the collection, storage, and use of their information as described.