Serenity Psychotherapy & Support Services is committed to protecting the privacy and confidentiality of individuals’ personal information. This policy outlines how we collect, use, disclose, and safeguard your personal information, along with your rights in relation to that information.
We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), ensuring that your information is managed ethically and responsibly.
We have implemented policies and procedures to ensure:
Personal information is managed in an open and transparent manner.
The privacy of participants and staff is protected.
Personal information is collected and handled fairly and lawfully.
Information is used and disclosed only for purposes permitted by law.
Access to and correction of personal information is regulated.
Confidentiality is maintained through secure storage and access protocols.
To provide care and support services, we may collect the following personal information:
Full name, address, phone number, and email address
Date of birth and gender
Emergency or advocate contact details
Relevant health information
Diversity status (e.g., ethnicity, lifestyle preferences)
We primarily collect personal information directly from you. In some cases, we may also collect information from:
Family members or significant others
Advocates or guardians
Medical professionals or service providers
We will only collect information from a third party when:
You have given consent
Required or authorised by law
It is unreasonable or impractical to obtain it directly from you
You may withdraw your consent at any time by contacting us. Please note that doing so may affect our ability to provide services.
We collect personal information to:
Provide support and care services
Enable communication with service providers and health professionals involved in your care
We may disclose your personal and health information to:
Medical practitioners, service providers, and external health agencies (e.g., ambulance services, hospitals, the NDIS, government organisations)
Your nominated advocate or emergency contact (e.g., a family member, legal guardian, or enduring power of attorney), provided they are over 18 years old
We will not use or disclose your personal information for purposes other than those related to your care unless:
You have given explicit consent
It is reasonably expected in the context of your care
There is a serious and imminent threat to your health, safety, or public safety
Disclosure is required or authorised by law
We do not disclose personal information to overseas recipients.
We take reasonable steps to ensure your personal information is protected from misuse, loss, and unauthorised access. Only authorised staff have access to your information. In the event of a data breach, appropriate measures will be taken, and you will be notified accordingly.
Under the Privacy Act, you have the right to access or correct your personal information held by us. To do so, please contact us and provide proof of identity. We aim to respond to access requests within seven (7) days.
Complaints regarding privacy will:
Be treated seriously and respectfully
Be handled promptly and confidentially
Not affect your access to services or our commercial relationship with you
You will be informed of the outcome of your complaint following a thorough investigation.
