Privacy Policy

Last updated: September 16th 2026

Information is gathered as part of the psychological assessment and treatment of the client’s needs and is kept private and confidential at all times. Information is retained for the purpose of recording case notes and enables the clinician to provide an informed and relevant service.

In order to thoroughly assess, diagnose, and provide therapy, we need to collect some personal information from you. If you do not provide this information; we may be unable to treat you.

This information will also be used for:

a. The administrative purpose of running the practice;

b. Billing either directly or through, medicare, insurer or compensation agency;

c. Use within the practice if discussing or passing your case to another practitioner within the practice for your ongoing management;

d. Disclosure of information to your doctors, other health professionals or to teachers to facilitate communication and best possible care for you; and

e. In the case of insurance or compensation claims, it may be necessary to disclose and/or collect information that concerns your return to work to an insurer or your employer.

We do not disclose your personal information to overseas recipients.

The Therapy Hub has a Privacy Policy. The policy provides guidelines on the collection, use, disclosure and security of your information. The Privacy Policy contains information on how you may request access to and correction of your personal information how you may complain about a breach of your privacy and how we will deal with such a complaint.

Overview

The Therapy Hub is committed to complying with the Privacy Act 1988 the Australian Privacy Principles 2014 and the privacy provisions of all applicable legislation. This privacy policy covers all personal information we hold, that is, information, or an opinion about an individual, whose identity is apparent or can be reasonably ascertained, from that information or opinion. This includes information we have collected from people through our office, over the phone, and over the internet.

Collecting information

When we collect personal information from an individual, we will ensure that we do so in a fair manner and that we let the individual know where and how to contact our organisation. We will only collect information that is necessary for one or more of our functions or activities.

We will advise individuals on the purpose for which their personal information is collected.

If we collect sensitive information (as defined under the Act), we will treat it with the utmost security and confidentiality. We will ensure that it is not collected for any purposes, other than those for which we have obtained the individual’s consent, unless the law requires otherwise, or other exceptional circumstances prevail as described under the Act.

Where an individual chooses not to provide requested information, we will advise that individual of what consequences this non-disclosure may have. For example, withholding certain information may limit our ability to provide relevant offers or services to individuals.

Disclosing information

We will only disclose personal information in accordance with the Privacy Act. This means that personal information may be disclosed:

● For the purposes for which we have advised that we are collecting it, and for related purposes that the individual would reasonably expect,

● Where we have the consent of the individual to do so,

● As required by law, or

● Under other circumstances where permitted under the Act.

In the course of our business activities, we may need to disclose some of your personal information to relevant staff.

Unauthorised disclosure or access

As The Therapy Hub is committed to protecting the privacy of individuals, we will view unauthorised disclosure of, or access to, personal information by our employees or contractors, as a serious breach of this policy. Appropriate action (which may include disciplinary or legal action) will be taken in such cases.

Opt-out

We will always provide individuals with a no-cost way of contacting us to register a request to “opt-out” from receiving any product offers.

Access to personal information

Individuals will be able to access their personal information upon request. However, The Therapy Hub may occasionally need to deny access to information in accordance with the exemptions contained in the Act.

Security

Our goal is to protect the personal information collected by The Therapy Hub and its associations. Personal information will be managed confidentially and securely and destroyed appropriately when no longer required. We will monitor and implement appropriate technical advances or management processes, to safeguard personal information.

Data Quality

We will take all reasonable steps to ensure that the data we collect, use, or disclose is accurate, complete, and up to date, and has been obtained directly from individuals or other reputable sources.

Privacy Inquiries

Privacy-related inquiries or concerns can be directed to by The Therapy Hub Policy

We will make our privacy policy available upon request and will provide a link to this policy from our website. This policy will be reviewed from time to time and any amendments will be incorporated into the updated policy.

Access to client information

The legislation is in place to enable you to request access and transfer of information. Your clinician may discuss with you the appropriate forms of access. You may access the material recorded in your file, subject to the exceptions in National Privacy Principle 6.

Confidentiality

All personal information gathered by the clinician during the provision of the psychological service will remain confidential and secure. In the case of insurance or compensation claims, it may be necessary to disclose information and/or collect information that affects your treatment and return to work.

In certain circumstances there may be disclosure where:

1. It is subpoenaed by a court or otherwise required by law, or

2. Failure to disclose the information would place you/your child or another person at serious and imminent risk; or

3. Your prior approval has been obtained to

a. Provide a written report to another professional or agency (e.g., lawyer or GP);

b. Discuss the material with another person (e.g., parent, teacher or employer)

*Please note that if you are referred under a Mental Health Plan, a review is provided to your GP regarding your treatment progress.

Attendance Policy

The Therapy Hub provides a range of services to assist our clients to live the life they deserve. The fee for services will depend on the service provided and will have been quoted to you on making your booking and highlighted in your welcome email

Although we understand that things happen unexpectedly, we ask that you give us at least 2 business days' notice. If you are unable to attend, could you let us know as soon as possible. You can text, call or email, that way the appointment can be offered to someone else as sessions are in high demand.

If less than 48 business hours' notice is given, you will still need to pay for the appointment. Please note that these fees are not eligible for Medicare or private health rebates, as no service is provided if you do not attend your appointment.

Cancellation fees are charged as this time has been set aside for you and cannot be filled at short notice.

Remember, a late cancellation appointment is a loss to:

You, as your therapy progress is delayed;
The client who has been waiting to see the clinician, sometimes urgently, and;
The clinician who spent time preparing for your session.

As a courtesy to you, we may send you a SMS for your appointments. This may occur up to 3 days before your scheduled appointment. However, this is courtesy service only and should we experience staff shortages or technical difficulties this will not occur. As such, it remains your responsibility to attend sessions and the absence of a SMS reminder will not lead to cancellation fees being waived.

The Therapy Hub reserves the right to reschedule appointments at any time, without compensation, if it is deemed necessary due to staff illness or other unforeseen circumstances.

Additional Services

Should further Assessment Measures be required; additional fees will apply for each Assessment and Assessment Report.

I agree that I have read the above information and understand the reasons for the collection of my personal information and the ways in which the information may be used and disclosed and I agree to that use and disclosure.

I understand that it is my choice as to what information I provide and that withholding or falsifying information might act against the best interests of my assessment and therapy progress.

I am aware that I can access my personal and treatment information on request and if necessary, correct information that I believe to be inaccurate.

I understand that if, in exceptional circumstances, access is denied for legitimate purposes, that the reasons for this and possible remedies will be made available to me.

I have been provided with or have been given an opportunity to obtain a copy of The Therapy Hubs privacy policy.