Privacy Policy

Introduction

Mind-Care is committed to protecting your privacy and handling personal information responsibly. 

We collect and manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and relevant health-record legislation.  

This policy explains how we collect, use, store and share information when you access our services, communicate with our team, or visit our website. 

We collect information so that we can provide safe and effective healthcare services and maintain accurate clinical records as required by law and professional standards. 

What information we collect

To provide healthcare services, we may collect personal and sensitive information. 

This may include: 

Personal information 

• Name, date of birth and contact details 
• Address and emergency contact information 
• Medicare, NDIS or other funding details 
• Payment information processed through secure payment providers 

Health information 

• Medical and mental health history 
• Assessment results and clinical notes 
• Reports prepared by clinicians 
• Information provided by parents or guardians for child clients 

Administrative and referral information 

• Referral information from GPs or specialists 
• NDIS plan information 
• Third-party funding information (such as insurers or government agencies)

We only collect information that is reasonably necessary to provide healthcare services. 

How we collect information

Information may be collected in several ways, including: 

• Directly from you during appointments or communications 
• Through online forms, email or phone 
• From parents or guardians for child clients 
• From referring doctors or healthcare providers 
• Through assessments and clinical sessions 
• Through telehealth platforms used for appointments 

Why we collect information

We collect information in order to: 

• Provide safe and effective clinical care 
• Conduct assessments and develop treatment plans 
• Coordinate care with other health professionals 
• Process Medicare, NDIS or third-party funding 
• Meet legal and professional obligations 
• Maintain accurate clinical records 
• Communicate with you about appointments or services 

We only use information for purposes related to providing healthcare services or meeting legal obligations. 

How we store and protect information

We take reasonable steps to ensure that personal and health information is stored securely. 

Security measures include: 

• Password-protected clinical record systems 
• Role-based access controls 
• Encrypted cloud-based storage 
• Secure payment processing 
• Regular data backups 
• Staff training in privacy and confidentiality 

Only authorised staff members can access client information. 

Records are retained for the period required by law and professional standards. 

How we share information

Your information may be shared with other parties when necessary to provide care. 

With your consent 

• Your GP or referring doctor 
• Other treating health professionals 
• NDIS support coordinators or plan managers 
• Schools or support teams where relevant 
• Third-party funders such as insurers 

When required by law 

Information may also be disclosed when required by law, such as: 

• Mandatory reporting obligations 
• Court orders or subpoenas 
• When we believe there is a serious risk of harm to you or others 
• Public health or safety requirements 

We do not disclose personal information for marketing purposes.  

Telehealth privacy

Telehealth appointments use video or phone communication technology. 

While we use secure platforms, no digital communication system can be entirely risk-free. 

Clients are responsible for: 

• Ensuring they are in a private environment 
• Using secure internet connections where possible 
• Minimising interruptions during sessions 

We take reasonable steps to protect confidentiality during telehealth appointments. 

Use of AI and digital tools

Mind-Care uses AI-assisted tools in limited and carefully controlled ways to support administrative tasks and documentation. 

AI tools may assist with: 

• Drafting administrative communications 
• Improving document formatting and readability 
• Supporting internal workflow efficiency 
• Assisting with clinical note-taking within secure systems 

AI is never used for: 

• Clinical decision-making 
• Diagnosis or assessment 
• Treatment planning 
• Interpreting clinical information 

All clinical decisions are made by qualified health professionals.  

Access to your information

You may request access to your clinical records by contacting our team in writing. 

We may need to verify your identity before releasing information. 

In some circumstances, access may be limited in accordance with privacy legislation. 

You may also request corrections if you believe your information is inaccurate or incomplete. 

Website cookies and analytics

When you visit our website, we may collect information such as: 

• IP address 
• Browser type 
• Pages visited 
• Time spent on the website 
• Cookie data 

This information helps us improve website performance and user experience. 

You can adjust your browser settings if you prefer not to accept cookies. 

Questions or complaints

If you have questions about this Privacy Policy or how your information is handled, please contact our team. 

Phone: 02 4943 4111
Email: hello@mind-care.net.au 

Address:
Level 3, 28–38 Smart Street
Charlestown NSW 2290 

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

Our website

Our website www.mind-care.net.au is available for your convenience. You may contact us through our website or via email for your convenience. Please note: We do not provide medical advice via email, and our website is general advice only. Please see your doctor for any medical advice required.

Our practice newsletter is provided for those clients who subscribe. Your e-mail addresses are only used for this newsletter and are not provided to a 3rd party.

Policy review statement

This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur. When major updates occur, we will advise our clients via our website, newsletter, or practice notifications.

Updated March 2026