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Privacy Policy

Effective Date: 1/1/2025
Business Name: Heal & Flow Therapy
ABN: 56827996522
Contact: +61422080060 | hello@healandflow.com.au | www.healandflow.com.au]

 

1. Introduction

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At Heal & Flow Therapy, we are committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy outlines how we collect, use, store, and disclose your personal information, and how you can access or correct it.

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2. What Personal Information We Collect

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We may collect and hold the following personal information from you:
 

  • Identifying Information: Full name, address, date of birth, contact details

  • Health Information: Medical history, mental health records, GP contact, session notes

  • Emergency Contact Details

  • Payment Information: Bank details or Medicare/private health insurance details

  • Website Data: IP address, browser information, cookies, and usage data (where applicable)


Health information is considered sensitive information under Australian law and is handled with the highest level of confidentiality and care.

 

3. How We Collect Your Information

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We collect your personal information through:
 

  • Direct communication (phone, email, website form, in person)

  • Intake forms and client agreements

  • Session notes and assessments

  • Third-party referrals (with your consent)


We will always aim to collect information directly from you, unless it is unreasonable or impractical.

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4. Why We Collect Your Information

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We collect your personal information to:
 

  • Provide professional counselling and mental health support

  • Maintain accurate and secure client records

  • Contact you regarding appointments or service updates

  • Meet legal, regulatory, and ethical obligations

  • Process payments or health insurance claims

  • Conduct internal service reviews (anonymously, if used for improvement purposes)

 

5. How We Store and Protect Your Information

 

Your personal and sensitive information is stored securely via password-protected Electronic Medical Record systems, and is only accessible by authorised personnel.
 

We take reasonable steps to:
 

  • Protect your data from misuse, interference, loss, or unauthorised access

  • Ensure secure disposal of personal information when no longer required (as per retention laws)


Client records are retained for a minimum of 7 years from the date of the last session, or, if the client is a minor, until the client turns 25 years of age, in line with Australian legal requirements.

 

6. Disclosure of Your Information

 

Your information is kept confidential unless:
 

  • You give written consent to share it

  • Disclosure is required or authorised by law (e.g. subpoena, court order)

  • There is a serious risk to your health and safety or that of another person

  • It is necessary to report child abuse, neglect, or family violence


We do not share your information for marketing or non-clinical purposes.

If we use third-party service providers (e.g., online booking platforms or telehealth software), we take steps to ensure they comply with Australian privacy laws.

 

7. Access and Correction

 

You have the right to:
 

  • Access the personal information we hold about you

 

Requests should be made in writing to the contact details below. We may require identity verification and will respond within 30 days.

 

8. Complaints

 

If you have concerns about how your personal information has been handled, please contact us first. We take complaints seriously and will investigate and respond within a reasonable timeframe.

 

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
📞 1300 363 992
🌐 www.oaic.gov.au

 

9. Website and Cookies

 

If you use our website, we may collect limited information via cookies or analytics tools. This includes information about how you use the site, your browser type, and your device.
 

You can disable cookies through your browser settings, although some website features may not work as intended.

 

10. Changes to This Policy

 

We may update this Privacy Policy from time to time to reflect legal or operational changes. The updated version will be posted on our website with the new effective date.

 

11. Contact Us

 

If you have any questions, feedback, or requests regarding your privacy, please contact:


Heal & Flow Therapy
📞 +61422080060
✉️ hello@healandflow.com.au
🌐 www.healandflow.com.au

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