Your privacy is of the utmost importance to us. This Privacy Policy explains how The Heart and Mind Hub (“The Heart and Mind Hub”, “we”, “us” or “our”) collects, uses, stores, shares, and discloses personal health information. This Privacy Policy has been crafted to align with the provisions of the Privacy Act 1988 (Cth) (“Act”) and Australian Privacy Principles, as well as additional legislation or regulations pertinent to The Heart and Mind Hub under specific circumstances. This includes, but is not restricted to, compliance with the Information Privacy Act 2014 (VIC) (“Information Privacy Act”).

The Heart and Mind Hub operates as a private practice offering therapeutic and mental health services, adhering to the Australian Counselling Association’s Code of Ethics (“ACA Code of Ethics”). We prioritise safeguarding the personal information of our clients and all individuals with whom we engage (“you,” “your”).

The term “client” in this privacy policy refers to the child, teenager, or young person receiving counselling services from The Heart and Mind Hub, along with their parents or legal guardians, if applicable. This policy applies to the personal information collected, used, and protected while providing counselling services to clients, and outlines the rights and responsibilities of both clients and their parents or legal guardians regarding the handling of personal information.

It is important to carefully review this Privacy Policy to comprehend how your personal information is gathered, stored, utilised, or otherwise managed by The Heart and Mind Hub.

Collection of Personal Information

We gather “personal information” when you inquire or schedule an appointment, complete a form or survey, engage with us through social media platforms, or interact with us in any other way.

“Personal Information” refers to any detail that identifies a client, thereby disclosing or reasonably deducing their identity, regardless of accuracy or format. We may collect personal information from the client directly or from their parents or legal guardians. This information may include, but is not limited to:

Identifying information: Names, birthdates, and contact details of the child or teenager.
Parental or guardian information: Names, contact details, and any relevant legal or custodial information.
Medical and health information: Details about the child or teenager’s physical and mental health, including medical history, medications, and any diagnoses.
Educational information: School information, academic records, and any special educational needs or accommodations, where applicable.
Behavioural and emotional information: Details about the child or teenager’s emotional wellbeing, behavioural patterns, and any concerns raised during counselling sessions.
Family background: Information about family members, relationships, and dynamics that may impact the child or teenager’s counselling experience
Consent and authorisation: Confirmation of parental or guardian consent for counselling services and disclosure of personal information.
Communication preferences: Preferences regarding communication methods and consent for communication with parents or guardians.
Legal or regulatory compliance: Information required to comply with legal or regulatory requirements, such as reporting obligations or child protection laws.

If you choose not to have your Personal Information collected as outlined in this Privacy Policy, The Heart and Mind Hub may be unable to provide therapeutic and/or mental health services to the client. However, under certain circumstances, you may request to remain anonymous or use a pseudonym, which will be assessed on a case-by-case basis.

Sensitive Information

We gather personal information that may be considered as “Sensitive Information”. “Sensitive Information” pertains to details or opinions regarding client’s racial or ethnic background, religious or philosophical beliefs, sexual orientation or practices, criminal history, and genetic or biometric data. The sensitive information we may gather from you pertains to the young person, but is not confined to:

Mental health information: Details of the client’s emotional and psychological wellbeing, including diagnoses, assessments, and progress notes from counselling sessions.
Family dynamics: Information about family relationships, dynamics, and any issues affecting the child or teenager’s mental health.
Educational records: Details about the client’s academic performance, behaviour at school, and any learning difficulties or special needs.
Peer relationships: Information about friendships, social interactions, and peer pressure experienced by the client.
Developmental history: Details about the client’s developmental milestones, challenges, and any developmental disorders or delays.
Abuse or trauma history: Information about any past experiences of abuse, neglect, or trauma that may be relevant to counselling.
Legal or custody issues: Details about legal matters, custody arrangements, or involvement with child protective services.
Consent and confidentiality: Explanation of how confidentiality is maintained in counselling sessions with minors, including limitations to confidentiality and circumstances where parental consent may be required for disclosure of information.

Use of Personal Information

The Heart and Mind Hub’s commitment to safeguarding your personal information is paramount. Personal information is collected and used for the following purposes:

We collect and utilise personal information solely for the purpose of providing counselling services, tailoring sessions to individual needs, and monitoring clients progress effectively.
Communicating with clients and their families regarding appointments, treatment plans, and other relevant information.
Ensuring the safety and wellbeing of clients during counselling sessions.
Complying with legal and regulatory requirements related to the provision of counselling services.

Storage and Protection of Personal Information

We take reasonable steps to ensure that your personal information is stored securely. This includes:

Securely storing all records to ensure confidentiality and privacy, utilising encrypted databases and secure servers to protect against unauthorised access, disclosure, or loss.
Employing physical security measures to safeguard all paper records containing personal information provided during counselling sessions or noted in session notebooks. These records are stored in a secure facility and environment, accessible only to authorised personnel employed by The Heart and Mind Hub.
Adhering to strict protocols to protect against unauthorised access, disclosure, or loss of personal data, in compliance with professional standards and legal obligations. Rest assured, your privacy is our priority, and we are dedicated to maintaining the confidentiality and security of your personal information throughout our interactions.
Implementing appropriate measures to either destroy or de-identify your personal information once it is no longer required.

Retention of Personal Information

Personal information is retained for a period necessary to fulfill the purposes outlined in this Privacy Policy or as required by law. Records of children, teenagers, and young people are retained until they reach 25 years of age, or as otherwise required by law or professional standards

Third-Party Disclosure

Your Personal Information will be kept confidential, except in the following circumstances:

It is subpoenaed by a court or disclosure is otherwise required or authorised by law.
Failure to disclose the information would, in the reasonable belief of The Heart and Mind Hub, place you or another person at serious risk to life, health, or safety.
Your prior approval has been obtained to:
- Provide a written report to another professional or agency (e.g., GP, school, or lawyer).
- Discuss the material with another person (e.g., parent, employer, or health provider).
- Disclose the information in another way.
You would reasonably expect your personal information to be disclosed to another professional or agency (e.g., your GP), and disclosure is for a purpose directly related to the primary purpose for which your personal information was collected.
When consulting with colleagues or in the course of supervision, your therapist will conceal your identity and any associated parties involved, preserving your privacy in accordance with the ACA Code of Ethics.
Your Personal Information is not disclosed to overseas recipients unless you consent or such disclosure is otherwise required by law.

Access and Correction

Except where prohibited by law, clients and their parents or guardians retain the right to access, review, and amend personal information held by The Heart and Mind Hub. To request access to client records, please contact The Heart and Mind Hub.

All access or correction requests should be submitted in writing to Ash at info@theheartandmindhub.com.au. We commit to providing written responses to all requests within 5 working days and arranging appointments if clarification is needed. Formal verification of your identity as the client, parent or guardian may be necessary before further action is taken.

If any Personal Information is found to be inaccurate, outdated, or incomplete, we will promptly take appropriate steps to rectify it.

Changes to Privacy Policy

The Heart and Mind Hub reserves the right to update or modify this Privacy Policy periodically to reflect changes in legal or regulatory requirements, industry standards, or our business practices. Any changes will be reflected in the updated date at the beginning of the policy, and in certain instances, we may also communicate notice of such modifications.

Contact Information

If you have any questions or concerns about our Privacy Policy or the handling of personal information, please contact Ash directly on info@theheartandmindhub.com.au

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