ABN 54 692 315 503
Address: Suite 1, 8 Chaucer St, Hamilton NSW 2303
Email: reception@genpsych.com.au
Website: www.genpsych.com.au

Last updated: 3 January 2026

Generational Psychology is committed to protecting your privacy and treating your personal information with care and respect. We understand the trust you place in us when you share sensitive information, and we take our ethical and legal responsibilities seriously. This policy explains how we collect, use, store and protect your information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the Psychology Board of Australia Code of Conduct.

This policy applies to all clients, prospective clients, referrers and anyone who interacts with Generational Psychology.

1. The Information We Collect

We only collect information that is reasonably necessary to provide safe, effective psychological services and meet our professional obligations.

1.1 Personal Information

This may include:

• Identity details: name, preferred name, date of birth, gender, pronouns, profession

• Contact details: address, phone number, email

• Administrative information: Medicare details, billing information, appointment history, consent forms, referring doctor

• Technical information: IP address, browser data, website usage statistics and communication logs (e.g. emails or SMS relevant to your care)

1.2 Sensitive Information

Sensitive information is handled with extra care and includes:

• Mental health information

• Medical history, medications, allergies (if you choose to share them)

• Family, social, educational or employment background relevant to your care

• Information provided by your GP or other health professionals

• Emergency contact details

• Correspondence relating to your treatment

We primarily collect health information, as it is essential for providing psychological services.

1.3 Biometric Information

Generational Psychology does not use CCTV in clinical spaces.
If this ever changes, clients would be informed and consent would be sought where required.
For security purposes there are CCTV cameras on the external of the building at 8 Chaucer St, Hamilton NSW 2303.

2. How We Collect Information

We may collect information:

• Directly from you during appointments, telehealth sessions, phone calls, emails, SMS or online forms

• From third parties such as your GP, other health professionals, insurers or referrers (with your consent unless required by law)

• From publicly available sources where appropriate

• Automatically through our website (anonymous analytics only)

You may choose not to provide certain information, but this may affect our ability to offer services.

3. Why We Collect, Use, and Hold Your Information

We collect and use your information to:

• Provide psychological assessment, treatment and support

• Communicate with you about appointments and enquiries

• Coordinate care with your GP or other professionals (with consent)

• Maintain accurate clinical and administrative records

• Process payments, billing and Medicare claims

• Improve our services, website and client experience

• Meet legal, ethical and regulatory obligations

• Consider employment applications (if applicable)

We will only use your sensitive information for:

• The primary purpose of providing psychological services

• Directly related secondary purposes you would reasonably expect

• Any purpose you have consented to

• Situations where use or disclosure is required or authorised by law

• Situations where there is a serious risk to your life, health or safety, or that of another person

4. Disclosure of Personal Information

We treat your information with strict confidentiality. We may disclose information to third parties only when necessary and only in the following circumstances:

4.1 With Your Consent

For example:

• Reports to your GP, paediatrician or psychiatrist

• Communication with schools or other allied health providers

• Sharing information with family members or support people (if you request this)

4.2 Without Your Consent (where required by law)

This may include:

• Court subpoenas

• Mandatory reporting obligations (e.g., risk of harm, child protection)

• Medicare or insurance audits

• Serious and imminent risk to your safety or the safety of others

• Compliance with regulatory bodies such as AHPRA

• Data breach notification requirements under the Notifiable Data Breaches scheme

We always aim to discuss these situations with you where possible.

5. How We Store and Protect Your Information

We take the security of your information seriously.

5.1 Digital and Physical Security

• Clinical and administrative records are stored securely using Zanda (practice management software) and Xero (billing/accounting).

• These systems use strong encryption, secure servers, and comply with the Australian Privacy Principles.

• Access is restricted to authorised team members only.

• Paper records (if any) are stored securely.

5.2 Retention

We retain records for at least seven years after your last contact, or longer for minors (seven years after turning 18), as required by law.

5.3 Data Breaches

If unauthorised access, disclosure, or loss occurs, we will:

• Act promptly to minimise harm

• Follow our data breach response plan

• Notify you and the Office of the Australian Information Commissioner (OAIC) where required

6. Digital Communication, Telehealth, and AI Use

6.1 Digital Communication

Email and SMS are convenient but not completely secure.
By communicating with us digitally, you acknowledge this limitation.

6.2 Telehealth

Both you and your clinician are responsible for ensuring privacy during telehealth sessions.
We use secure platforms, but data security issues relating to the platform provider are outside our control.

6.3 Use of AI Tools

Some clinicians may use AI‑assisted tools for:

• Drafting letters

• Formatting notes

• Transcribing or summarising content

We do not input identifiable or sensitive information into AI systems without your explicit consent.
AI tools do not replace clinical judgement.

7. Access to and Correction of Your Information

7.1 Access

You may request access to your personal information by contacting us in writing.
We will respond within 30 days.

Access may be refused or limited where:

• It may cause harm to you or others

• It would unreasonably impact another person’s privacy

• It relates to legal proceedings

• It is prohibited by another organisation (e.g. court‑ordered restrictions)

• The information is not part of your clinical file (e.g. anonymous website analytics)

If access is refused, we will explain why and outline available options.

7.2 Corrections

If your information is inaccurate, incomplete, or outdated, we will take reasonable steps to correct it promptly.
If we cannot correct it, we will explain why and may add a note with the alternative information you provide.

8. Business Continuity

If your psychologist becomes unexpectedly unavailable (e.g., illness or death), another qualified professional may access your records to ensure continuity of care.

9. Our Privacy

We ask that you do not audio‑record, video‑record, or photograph your clinician without their knowledge and consent, whether in person or via telehealth.

10. Changes to This Policy

We may update this policy from time to time to reflect changes in law or best practice.
The most current version will always be available on our website.
Continued use of our services indicates acceptance of the updated policy.

11. Concerns or Complaints

If you have concerns about how your information has been handled, please contact us:

Email: reception@genpsych.com.au
We aim to respond within 30 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC)