Privacy Policy

1. About this Privacy Policy

House of Sam Psychology and Coaching (ABN 84976019784) (we, us, our and other similar expressions) respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you use our services, visit our website or otherwise interact with us.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. By providing personal information to us, you agree to the collection, use and disclosure of that information in accordance with this Privacy Policy.

2. What personal information we collect

We collect only the personal information reasonably necessary to deliver safe, effective and legally compliant services. If we are not provided with the personal information we request, we may not be able to provide our services to you.

The kinds of personal information we collect may include:

• Contact and identification details, such as your name, date of birth, address, email address and phone number;

• Sensitive information, including health information relevant to the services we provide, such as assessment information, treatment records and referral information;

• Billing and payment information, including Medicare, NDIS, DVA or private health fund details where applicable;

• Information you provide through our website, client portal, emails, phone calls and other communications; and

• Technical information collected through our website, such as IP address, browser type and website usage data.

3. How we collect personal information

We collect personal information directly from you through appointments, intake forms, our website, email, telephone and our practice management system, Power Diary (Zanda).

With your consent, we may also collect information from other healthcare professionals involved in your care. We may collect limited website usage information through cookies and analytics tools.

We will only collect sensitive health information from third parties where you have provided your explicit consent, or where we are legally authorised or required to do so.

4. Why we collect, use and disclose personal information

We need your personal information to:

• Provide our services to you;

• Communicate with you about appointments or enquiries;

• Send you news or information about our services and programs if you have signed up to receive those communications, including by email or SMS;

• Conduct our business and enable your use of our website, products and services;

• Analyse and enhance our business operations and improve your experience with our business, including by using statistical information to analyse traffic to our website and customise content; and

• Comply with our legal and professional obligations, including record keeping.

You may unsubscribe from marketing communications at any time.

5. Social media

We use social media to share information about our services and support resources.

If you contact us through social media, we may respond to general enquiries or direct you to appropriate support services. We may also use de-identified information about how people interact with our content to help improve our services.

We do not provide counselling, clinical advice or crisis support through social media. We also do not share information that identifies you as a client.

Please do not post personal health information or other sensitive information on our social media pages. If you need to discuss personal matters, please contact us by email or through our secure client portal.

Social media platforms such as Facebook, Instagram and LinkedIn have their own privacy policies and may collect and use your information independently of us. We encourage you to review their privacy policies and settings before using those platforms.

6. Disclosure of personal information

We will only disclose your personal information where necessary to provide our services, where you have consented, or where required or permitted by law.

This may include disclosure to:

• Healthcare professionals involved in your care;

• Medicare, DVA, NDIS and private health insurers; and

• Trusted service providers who help us operate our business and provide our services, including Power Diary (Zanda), Squarespace and payment processing providers.

We do not sell, rent or trade your personal information to third parties.

7. Storage, security and retention

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification or disclosure. Client records are stored securely in Power Diary (Zanda), and access is limited to authorised staff who require it to perform their duties. Our website uses secure encryption for information submitted through online forms.

We keep personal information only for as long as required by law and professional obligations. When information is no longer needed, it is securely destroyed or de-identified.

8. Telehealth and electronic communications

All services are provided via telehealth using the secure Power Diary (Zanda) platform.

Please note the following:

• Standard email communication, including via Gmail or similar platforms, is not considered a secure channel and should not be used to transmit sensitive clinical information;

• Secure messaging within the Power Diary client portal is the preferred channel for clinical communication; and

• Clients are responsible for ensuring they access telehealth sessions from a private, secure environment.

If you are experiencing a mental health crisis or emergency, please contact emergency services (000), Lifeline (13 11 14) or the Suicide Call Back Service (1300 659 467) immediately. Telehealth sessions are not a crisis service.

9. Use of artificial intelligence

We may use artificial intelligence tools to assist with administrative tasks and service improvement. We do not use artificial intelligence to make clinical decisions, and we do not enter identifiable client health information into artificial intelligence systems without appropriate authority or consent.

10. Cookies and website technologies

Our website uses cookies and similar technologies to help it function, understand website usage and improve user experience. You can manage cookie settings through your browser.

11. Direct marketing

We may send information about our services and programs where permitted by law. You can opt out of marketing communications at any time.

12. Cross-border disclosure

Some of our service providers may store or process information outside Australia. Where this occurs, we take reasonable steps to ensure your information is protected in accordance with Australian privacy laws.

13. Access, correction and complaints

We try to make sure that the personal information we hold about you is accurate, complete and up to date. If you believe the personal information we hold about you is incomplete or inaccurate, please let us know. We will use reasonable efforts to correct the information.

You may request access to, or correction of, the personal information we hold about you by contacting us at info@houseofsam.org

If you have a privacy concern or complaint, please contact us first. We will work with you to investigate and resolve any privacy complaint as quickly as reasonably practicable. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

14. Policy review

We may update this Privacy Policy from time to time. The current version will always be available on our website. We will notify you of material changes where required by law.

15. Contact us

For privacy-related enquiries, access or correction requests, or complaints, please contact:

House of Sam Psychology and Coaching

Email: info@houseofsam.org

Website: www.houseofsam.org

Jurisdiction: New South Wales, Australia