Privacy Policy for Transpose Therapy and Wellness

At Transpose Therapy and Wellness, we take your privacy seriously. This policy explains how we collect, use, store, and protect your personal and health information. We're bound by the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and other relevant Victorian and Commonwealth legislation.

If you have any questions about this policy or how we handle your information, please don't hesitate to ask.

We collect information that's necessary to provide you with quality therapy and counselling services. This includes:

Personal Information:

• Name, date of birth, contact details (phone, email, address)
• Emergency contact information
• Medicare number (if applicable)
• Private health insurance details and provider numbers
• Payment information

Health Information:

• Clinical notes from our sessions
• Assessment results and treatment plans
• Information about your mental health, wellbeing, and any relevant medical history
• Reports or information from other health professionals (with your consent)
• Correspondence related to your care

For Clients Under 18:

• Parent or guardian details and consent
• School information (if relevant to treatment)

We collect most information directly from you during:

• Initial intake appointments
• Therapy sessions
• Phone calls, emails, or forms you complete
• Our website contact forms and cookie data (see Website Information below)

Occasionally, we may collect information from:

• Your GP or other health professionals (only with your written consent)
• Parents or guardians (for clients under 18)
• Private health insurers (for claiming purposes)

We use your information to:

• Provide therapy and counselling services
• Maintain accurate clinical records
• Send appointment reminders via SMS or email
• Process payments and manage billing
• Communicate with you about your care
• Comply with legal and professional obligations
• Improve our services

We will never use your information for marketing purposes or share it with third parties for their marketing.

Your privacy is paramount. We only share your information in specific circumstances:

With Your Consent:

• With other health professionals (GPs, psychiatrists, etc.) when you've completed our information sharing consent form specifying exactly who can receive information and why
• With private health insurers for claiming purposes (only the minimum information required)

Without Your Consent (Legal Obligations):

• If we believe there's a serious risk of harm to you or others
• If required by law (e.g., court subpoena)
• To report child abuse or neglect as required under mandatory reporting laws
• In a medical emergency

Within Our Practice:

• Our administrative staff member and subcontractor therapist may access your information as necessary to provide services, manage appointments, and process billing. All team members are bound by strict confidentiality requirements.

We take data security seriously and use multiple measures to protect your information:

Digital Security:

• Our practice management software (Splose) is password-protected with two-factor authentication
• Secure payment processing through Square (we don't store your full credit card details)
• Encrypted email where possible
• Regular software updates and security patches
• Secure cloud storage with Australian-based servers where applicable

Physical Security:

• Paper records are stored in a locked filing cabinet in our office
• Our office is locked when unattended
• Confidential waste is routinely shredded

Staff Training:

• All staff and subcontractors are trained in privacy and confidentiality requirements
• Professional indemnity insurance is maintained

For online therapy sessions, we use secure video conferencing platforms. Please note:

• Use a private space where you won't be overheard
• Ensure you have a secure internet connection
• We recommend against using public Wi-Fi
• Sessions are not recorded unless specifically agreed upon in writing

Our website (hosted through GoDaddy) uses cookies to improve your browsing experience. Cookies are small data files stored on your device. We use:

• Essential cookies: Required for the website to function properly
• Analytics cookies: To understand how visitors use our site (anonymised data)

You can disable cookies in your browser settings, though some website features may not work properly. Our website does not currently offer direct booking functionality. Any information submitted through contact forms is handled securely and only used to respond to your enquiry.

We keep your records for the following periods:

Adult Clients:

• 7 years from the date of your last appointment or contact

Clients Under 18:

• Until the client turns 25 years of age (or 7 years after turning 18, whichever is later)

Special Circumstances:

• Records related to complaints, incidents, or legal matters are kept longer as required

After these periods, records are securely destroyed through shredding (paper) or permanent deletion (digital files).

Under Australian privacy law, you have the right to:

Access Your Information:

• You can request access to your clinical records at any time
• We'll provide access within 30 days (usually sooner)
• A fee may apply for extensive requests (we'll let you know in advance)

Correct Your Information:

• If you believe information we hold is incorrect or out of date, let us know and we'll update it
• If we disagree about a correction, we'll note your request in your file

Make a Complaint:

• If you believe we've breached your privacy, please speak to us first - we take complaints seriously and will work to resolve issues
• If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au or 1300 363 992

Request Restricted Access:

• In limited circumstances, you may request that we restrict access to your information
• We'll consider these requests on a case-by-case basis, balanced against our legal and clinical obligations

In the unlikely event of a data breach affecting your information:

• We'll contain and investigate the breach immediately
• If the breach is likely to result in serious harm, we'll notify you and the OAIC as required by law
• We'll take steps to prevent future breaches

For clients under 18:

• We generally require parent or guardian consent to provide services
• We respect the privacy of young people and their developing autonomy
• In some circumstances, we may provide services to mature minors without parental consent (in line with Victorian law)
• We'll discuss confidentiality and its limits clearly with both young clients and their parents/guardians

We may update this privacy policy from time to time. The current version will always be available on our website and in our office. Significant changes will be communicated to current clients.

If you have any questions, concerns, or requests regarding your privacy:

Transpose Therapy and Wellness
Wodonga, Victoria

If you wish to make a complaint about how we've handled your personal information:

1. Contact us directly using the details above
2. We'll acknowledge your complaint within 7 days and aim to resolve it within 30 days
3. If you're not satisfied with our response, you can contact:

Office of the Australian Information Commissioner (OAIC)
GPO Box 5218, Sydney NSW 2001
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Website: www.oaic.gov.au

Acknowledgement

By engaging our services, you acknowledge that you have read and understood this privacy policy. We'll provide you with a copy of this policy at your first appointment and it's always available on our website.

Last Updated: October 2025
Location: Wodonga, Victoria, Australia