Privacy Policy | Veterans Psychology

Veterans Psychology

Last updated: August 2025

Veterans Psychology is committed to protecting your privacy and complying with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), as well as other applicable legislation governing the handling of personal information. This Privacy Policy outlines how we manage the personal information of clients, prospective clients, professional contacts, referrers, and visitors to our website.

By engaging with our services or using our website, you consent to the handling of your personal information in accordance with this policy. A copy of this Privacy Policy is available on request in alternative formats if required.

1. Who We Are

"Veterans Psychology", "we", "us" and "our" refer to Veterans Psychology Pty Ltd (ABN 45 676 880 130), trading as Veterans Psychology (ABN 48 942 516 327).
“You” and “your” refer to any individual whose personal information we collect, including clients, referrers, contractors, and website visitors.

2. What Is Personal Information?

“Personal information” means any information or opinion that can identify you, whether true or not and whether recorded in material form or not. This includes “sensitive information” such as health information, racial or ethnic origin, religious beliefs, or sexual orientation.

3. What Personal Information We Collect

We collect personal information necessary to provide clinical, administrative, and professional services. This may include:

Full name, date of birth, contact details
Health and medical history, Medicare or DVA details
Referrer or healthcare provider information
Notes from therapy sessions, assessments or reports
Administrative and billing information

If you are a contractor, supplier, or professional contact, we may also collect business contact information, professional credentials, and relevant insurance or registration details. We will not adopt or use government-related identifiers (such as your Medicare or DVA number) as our own identifier unless legally required.

4. How We Collect Personal Information

We collect personal information directly from you where possible — including through:

Online forms submitted via our website
Phone calls, emails, or face-to-face meetings
Referrals from health professionals
Communications with government agencies such as Medicare or DVA

We may also collect personal information from third parties where authorised, including carers, GPs, hospitals, or legal representatives. If you provide personal information about someone else (e.g. as a carer), you must have their permission and make them aware of our privacy policy. If we receive personal information we did not request, we will assess whether we are permitted to retain it. If not, we will securely destroy or de-identify it.

5. Why We Collect Personal Information

We collect and use your information to:

Assess your needs and provide appropriate psychological services
Communicate with you or your referring provider
Administer our practice operations, including appointments and billing
Comply with legal, ethical, and professional obligations
Provide alternative care pathways or referrals if necessary

If the personal information you provide is incomplete or inaccurate, we may be unable to offer you appropriate services. Where possible, we offer the option to interact anonymously or under a pseudonym (e.g. when making general enquiries), unless impractical or contrary to clinical or legal obligations.

6. Storage and Security of Information

We hold personal information in both electronic and limited paper-based formats. We take reasonable steps to protect this information against loss, misuse, unauthorised access, or disclosure.

Electronic records are stored on secure platforms with access controls, encryption, and two-factor authentication. Physical records are stored securely and destroyed when no longer required.

We take steps to ensure that the information we hold is accurate, complete, and up to date. You are encouraged to notify us of any changes to your personal details. We are required to retain clinical records for a minimum of seven years from the last date of contact, or until the client reaches age 25 (for clients under 18).

7. Disclosure of Personal Information

We will not disclose your personal information unless:

You have provided consent
Disclosure is necessary to prevent harm or respond to a medical emergency
It is required or authorised by law (e.g. subpoena, public health laws)
Disclosure is necessary to coordinate your care with other health professionals
Disclosure is to trusted contractors or service providers (e.g. IT support, encrypted communications platforms) under binding confidentiality and data security obligations

We do not sell or rent your personal information. We do not use your personal information for direct marketing.

8. Overseas Data Handling

Some personal information may be transmitted or stored using secure third-party platforms that may process data outside Australia. Where this occurs, we take reasonable steps to ensure that overseas service providers comply with the Australian Privacy Principles or comparable safeguards. By engaging with our services or submitting your information through our website, you consent to this handling of your information.

9. Use of Our Website

Our website may collect de-identified data such as IP address, browser type, and pages visited, using cookies or analytics tools to improve performance. This data does not identify individuals. Our website may contain links to third-party websites. Veterans Psychology is not responsible for the privacy practices or content of those sites.

10. Access and Correction

You may request access to the personal information we hold about you and ask for corrections if it is inaccurate or outdated. Requests can be made in writing to the contact details below. We may ask for identification before granting access. Access may be refused in circumstances permitted by law (e.g. risk of harm). In some cases, we may require an appointment to review records with your treating psychologist. These sessions may be billed at the standard clinical rate.

11. Data Breaches

In the event of a data breach that is likely to cause serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC), in accordance with the Notifiable Data Breaches scheme.

12. Complaints or Concerns

If you have a concern or complaint about how we have handled your personal information, please contact us in writing. We will respond within 30 days. If you are not satisfied with our response, you may contact the OAIC: Website: www.oaic.gov.au

13. Contact Us

Privacy Officer
Veterans Psychology

PH: 1300 040 684
Email via our contact form