top of page
Serene Psychological Services.png

POLICIES

Home // Policies

PRIVACY POLICY:

Effective Date: January 2018
 

SUNBURN PSYCH PTY LTD trading as Serene Psychological Services (ABN 66630303981) (“we”, “our”, “us”), complies with the Privacy Act 1988 (Cth) (“Privacy Act”) and the applicable Privacy Principles in the Privacy Act when handling personal information, together with the Health Records Act 2001 (Vic) (“Health Records Act”) and the applicable Health Privacy Principles in the Health Records Act when handling personal information which is health information (“Health Information”).

At Serene Psychological Services, we are committed to protecting your privacy and ensuring the confidentiality of your personal information. This Privacy Policy outlines how we collect, use, disclose, and safeguard your data in compliance with applicable laws and ethical guidelines.  As part of providing psychological/counselling services to you, your clinician will need to collect and record personal information from you that is relevant to your current situation. This information will be a necessary part of the psychological/counselling assessment and treatment that is conducted. Some services may be provided by Provisional Psychologists under the supervision of Clinical Psychologists where these conditions of the services provided also apply.

 

Purpose of Collecting and Holding Information

The information is gathered as part of the assessment, diagnosis, and treatment of the client’s condition. The information is retained in order to document what happens during sessions and enables the clinician to provide relevant and informed psychological/counselling services.


1. Information We Collect:

We may collect personal information such as your name, contact details, home address, date of birth, emergency contact details, medical history, and other information necessary for providing psychological services. This may also include sensitive data related to your mental health, GP referrals, mental health treatment plans, credit card details, medicare details, third party funding details and claim numbers, and session notes. If you do not provide us with all the information we request, our clinicians may not be able to deliver services to you.

We collect this type of information from clients for the purposes of arranging appointments and delivering services as well as communicating with you. We may collect information:

  • when we receive enquiries via email, telephone, or in person

  • through our client new patient and consent forms, via the enquiry and contact forms on our website (www.serenepsychologicalservices.com.au)

  • when you book an appointment with one of our clinicians

  • and through other necessary forms of communication or action that relates to the services being provided
     

2. How We Use Your Information:

The information we collect is used to deliver personalised psychological care, develop treatment plans, and communicate effectively with you. We may also use your data for administrative purposes, billing, and to improve our services.
 

3. Information Sharing and Disclosure:
Psychologists disclose confidential information obtained in the course of their provision of psychological services only under any one or more of the following circumstances:

(a) with the consent of the relevant client or a person with legal authority to act on behalf of the client;

(b) where there is a legal obligation to do so; 14 Code of Ethics www.psychology.org.au

(c) if there is an immediate and specified risk of harm to an identifiable person or persons that can be averted only by disclosing information; or

(d) when consulting colleagues, or in the course of supervision or professional training, provided the psychologist:

(i) conceals the identity of clients and associated parties involved; or

(ii) obtains the client’s consent, and gives prior notice to the recipients of the information that they are required to preserve the client’s privacy, and obtains an undertaking from the recipients of the information that they will preserve the client’s privacy.

​

At Serene Psychological Services, we take  necessary measures to safeguard the personal information we collect and store, protecting it from misuse, loss, interference, unauthorised access, or modification. We also strive to ensure that the information remains accurate, complete, and up to date when collected, used, or disclosed. To assist us in maintaining accurate records, please provide your correct details and notify us if you believe any information we hold is incorrect, incomplete, outdated, or misleading so we can update it accordingly
 

We do not share your personal information to third parties without your consent, except when required by law or when necessary to prevent harm. With your permission, we may share information with other healthcare providers involved in your care.
 

4. Data Security:

We implement appropriate technical and organisational measures to protect your information from unauthorised access, disclosure, or misuse. This includes using the secure booking system, HALAXY, which enforces strict access controls for data storage. For more details, you can review HALAXY’s privacy policy and collection statement here: https://www.halaxy.com/article/privacy

Our Website may use “cookies”; a technology that stores data on your computer via your browser. Many websites utilise cookies to enhance functionality, such as recognising whether your device has visited the site before. You can modify your browser settings to disable cookies if you prefer; however, please note that doing so may affect the website's performance. The information stored in cookies helps identify returning visitors for a more seamless experience.
 

Additionally, if advertisements are displayed on our website, third-party advertisers or ad servers may place or recognise unique cookies in your browser. The use of these cookies is governed by their respective privacy policies, which are independent of this Privacy Policy.
 

5. Your Rights:

You have the right to request corrections to your health information if you believe it is inaccurate, outdated, irrelevant, incomplete, or misleading. To do so, please submit a written request that includes:
 

  • Your name and address

  • Details of the health information you wish to amend

  • The reason you believe the information is incorrect or needs updating

  • Any supporting information if you are requesting an update or completion of your records
     

We will review your request and make necessary corrections where appropriate.
 

6. Changes to This Policy:

This Privacy Policy forms part of the agreement between you and us (either in your capacity as a client or a third party service provider). We may update this Privacy Policy from time to time. Any changes will be posted on our website, and we encourage you to review the policy periodically. Any changes to this Privacy Policy will be effective immediately upon the posting of the revised Privacy Policy on www.serenepsychologicalservices.com.au.

If you do not agree with the terms of our Privacy Policy, you must terminate your use of our services and the website and inform us immediately prior to any further services being provided.
 

7. Contact Us:

If you have any questions or concerns about this Privacy Policy or how we handle your personal information, please contact us at:

03 7002 6979

admin@serenepsychologicalservices.com.au
 

By engaging with our services, you agree to the terms outlined in this Privacy Policy. Your trust is important to us, and we are dedicated to maintaining the privacy and security of your personal information.

PAYMENT POLICY:

All payments for in person sessions and telehealth appointments are required to be paid prior to the appointment. If you are attending face to face appointments, you will need to pay upon checking in at reception. If you are attending telehealth appointments, you are required to call our reception team prior to your appointment to make payment. If you do not pay prior to your appointment, you will not receive the telehealth link for your appointment and a non-attendance fee will apply in line with our policy.

Credit Card Policy

CREDIT CARD POLICY:

As part of our booking process, we require credit card details for all client and appointments. Rest assured, once your card details are entered into our system, they are encrypted for your security. To learn more about how HALAXY stores your card in a secure format, click the link here: https://blog.halaxy.com/halaxy-card-security-faqs/

This policy ensures that our psychologists are paid for the services they provide and maintains the high standards you expect from us. Your credit card information will be collected when completing the online new patient forms, or at your appointment if it has not already been provided. Your credit card will only be charged under specific circumstances, such as:

  • In the event of a late cancellation or non-attendance that aligns with our cancellation policy. 

  • Prior to Telehealth appointments.

  • If we are unable to reach you on the day of your appointment for payment collection. A processing fee applies for these transactions.


A processing fee will apply if your credit card is charged directly from the HALAXY system that is used at Serene Psychological Services. We appreciate your understanding and cooperation with this policy, which helps us to maintain the quality of services you expect from Serene Psychological Services. If you have any questions or concerns, please feel free to reach out to our reception team for assistance.

LATE CANCELLATION AND NON-ATTENDANCE POLICY

LATE CANCELLATION AND NON-ATTENDANCE POLICY:

At Serene Psychological Services, we understand that life can be unpredictable and appointments may need to be rescheduled or cancelled. To ensure that we can accommodate all of our clients effectively, an appointment must be cancelled with more than 2 days notice otherwise a late cancellation fee will apply. Please read the cancellation policy below:
 

  • If an appointment is cancelled within 2 days of an appointment, a late cancellation fee of $132.00 will apply.

  • If an appointment is cancelled within 1 day of an appointment or if a non-attendance occurs, the full fee of the booked appointment will apply.


All payments of a late cancellation or non-attendance are due to be paid on the day of the invoice. No further appointments will be able to go ahead if payment has not been made. 

This policy helps us manage our schedule and offer timely services to other clients in need of psychological support. We appreciate your understanding and cooperation with our cancellation policy. If you have any questions or need assistance in rescheduling your appointment, please do not hesitate to contact us.

What if myself or my child is sick on the day of their appointment?
We understand that sometimes people get sick and in these circumstances, we kindly request that you do not come into the clinic for a face to face appointment if you are feeling unwell. Instead, please phone or email the reception team to request a Telehealth session instead. This is a great solution to proceed with an appointment without incurring a late cancellation fee.

If the appointment is for your child and you feel that your child is too young for Telehealth or that Telehealth is not appropriate for your child, this appointment can be used as a parent appointment instead. Alternatively, the clinician may use this time to create resources specifically for your child. This is another good option that allows you to proceed with your appointment without incurring a late cancellation fee.

SEPARATED PARENTS POLICY:

At Serene Psychological Services, we are committed to providing the best care for children requiring psychological support. We recognise that in cases of separated or divorced parents, consent for a child to receive psychological services can be complex. Therefore, we have established the following policy to ensure clarity and compliance with legal requirements:

1. Parental Consent Requirement:
In the absence of a court order, the law permits one parent to provide consent for a child to receive psychological services. This means that either parent may authorise our services without needing the explicit consent of the other parent. If only one parent consents for a child to see a psychologist, the psychologist may seek to involve the other parent, but can proceed with sole-parent consent if it's in the child's best interests, and may be restricted in informing the other parent about the therapy.

2. Court Orders:
If there is a court order that affects the decision-making authority regarding the child’s psychological care, a copy of this document must be provided to Serene Psychological Services prior to the commencement of any sessions. The court order will be reviewed to determine the necessary consents required as per the legal stipulations.

3.Communication Encouragement:
While legally only one parent may need to provide consent, we encourage both parents to communicate and collaborate in the best interest of the child’s wellbeing. Open communication can enhance the effectiveness of the therapeutic process and support the child’s development.

4. Documentation and Records:
All documentation provided, including any relevant court orders, will be securely kept in the child's file to ensure compliance and to facilitate a seamless provision of services.

COMPLAINTS  POLICY AND PROCEDURE:

At Serene Psychological Services, we are committed to providing high-quality care and maintaining the trust and satisfaction of our clients. We recognise that occasionally, clients may feel dissatisfied with some aspect of our service. This policy outlines our commitment to addressing complaints promptly and efficiently.

Scope:
This policy applies to all clients and service users of Serene Psychological Services. Policy Statement: Serene Psychological Services is dedicated to:
1. Listening to our clients and addressing their concerns in a respectful and timely manner.
2. Ensuring that all complaints are handled fairly, confidentially, and without prejudice. 3.Using feedback from complaints to improve our services.

Procedure:
1. Informal Resolution:
Clients are encouraged to discuss any concerns or dissatisfaction directly with their psychologist or the Office Manager at Serene Psychological Services. Often, issues can be resolved quickly and informally in this way.
2. Formal Complaint:
If a client feels their concern has not been adequately addressed informally, they can submit a formal complaint in writing. Complaints should be sent to the Office Manager at emma@serenepsychologicalservices.com.au 
3. Acknowledgment:
Upon receipt of a formal complaint, Serene Psychological Services will acknowledge it within five working days, outlining the next steps and the timeframe for a full response.
4. Investigation:
An investigation will be conducted by the Office Manager and/or the Clinic Director. This may involve reviewing records, speaking with involved parties, and gathering additional information.
5. Response:
A formal response will be provided within 10 working days of the complaint being acknowledged. If more time is needed, the complainant will be informed of the delay.
6. Resolution:  
If the complainant is satisfied with the outcome, the complaint will be considered resolved. If not, further steps may include a review by an external body or further meetings to discuss the issue.

If you are not satisfied with our handling of your complaint internally, or our internal process presents a conflict of interest, you are entitled to pursue an external method of review. These methods include:

Australian Health Practitioner Regulation Agency (AHPRA)

 

Health Care Complaints Commission (HCCC)

 


We value your feedback and are committed to continuous improvement and providing exceptional care. Thank you for helping us enhance our services.

bottom of page