Privacy Policy for Management of Personal Information

This document describes the privacy policy of Laneways Psychology Canberra for the management of clients' personal information. The psychological service provided is bound by the legal requirements of the Australian Privacy Principles set out in Schedule 1 of the Privacy Act 1988 (Cth).

Client information

Client files are held in Halaxy, which is accessible only to authorised employees or any authorised service provider in accordance with the practice's policies and procedures. From September 2026, Laneways Psychology Canberra is also trialling Ecko Health as an AI-assisted documentation tool, and from October 2026, subject to confirmation, Ecko Health will become our practice management and telehealth system, at which point client files will transition across. The information on each file includes personal information such as name, address, contact phone numbers, medical history, and other personal information collected as part of providing the psychological service.

How clients' personal information is collected

A client's personal information is collected in a number of ways during psychological consultation with Laneways Psychology Canberra, including when the client provides information directly to Laneways Psychology Canberra using hardcopy forms, correspondence via email, when the client interacts directly with Laneways Psychology Canberra employees such as the receptionist, when other health practitioners provide personal information to Laneways Psychology Canberra via referrals, correspondence and medical reports, and via our practice management and telehealth systems (Halaxy, and from October 2026, Ecko Health).

Consequence of not providing personal information

If the client does not wish for their personal information to be collected in a way anticipated by this Privacy Policy, Laneways Psychology Canberra may not be in a position to provide the psychological service to the client. In some circumstances, clients may request to be anonymous or to use a pseudonym, unless it is impracticable for Laneways Psychology Canberra to deal with the client or if Laneways Psychology Canberra is required or authorised by law to deal with identified individuals.

Purpose of holding personal information

A client's personal information is gathered and used for the purpose of providing psychological services, which includes assessing, diagnosing and treating a client's presenting issue. The personal information is retained in order to document what happens during sessions, and enables the psychologist to provide a relevant and informed psychological service.

AI-assisted clinical documentation

Laneways Psychology Canberra uses Ecko Health as an AI-assisted documentation tool. Where a client has agreed to it, the conversation during an appointment is recorded and transcribed, and a draft clinical note is produced for the psychologist, who reviews, corrects and approves it before it becomes part of the client's record.

Client information processed by Ecko Health is handled in line with the Australian Privacy Principles. Our AI-assisted documentation provider, Ecko Health, has advised that client information is processed and stored within Google Cloud's Sydney region; this is confirmed in our data processing agreement with them. It is encrypted in transit and at rest. Session audio and transcripts are not retained by the AI processing layer once a note is approved, and are not used to train any underlying model. It is not sold and not used for advertising.

Software does not make clinical decisions. The psychologist remains solely responsible for a client's assessment, diagnosis and treatment.

Clients may decline AI-assisted documentation at any time, including partway through an appointment, without any effect on their care. Consent for this is recorded separately as part of the Client-Clinician Agreement and, for telehealth appointments, the Telehealth and Recording Consent form.

Ecko Health is currently undergoing formal certification audits, including ISO 27001 and SOC 2; these are in progress and not yet complete.

Disclosure of personal information

As outlined in the client-clinician agreement, clients' personal information will remain confidential except when:

1. it is subpoenaed by a court, or disclosure is otherwise required or authorised by law;

2. failure to disclose the information would, in the reasonable belief of Laneways Psychology Canberra or the clinician, place a client or another person at serious risk to life, health or safety; or

3. the client's prior approval has been obtained to:

a) provide a written report to another agency or professional, e.g., a GP or a lawyer; or
b) discuss the material with another person, e.g. a parent, employer, health provider, or third party funder; or
c) disclose the information in another way; or
d) disclose to another professional or agency (e.g. your GP) and disclosure of your personal information to that third party is for a purpose which is directly related to the primary purpose for which your personal information was collected.

A client's personal information is not disclosed to overseas recipients, unless the client consents or such disclosure is otherwise required by law. Clients' personal information will not be used, sold, rented or disclosed for any other purpose.

In the event that unauthorised access, disclosure or loss of a client's personal information occurs, Laneways Psychology Canberra will activate its data breach plan and use all reasonable endeavours to minimise any risk of consequential serious harm.

Requests for access and correction to client information

At any stage clients may request to see and correct the personal information about them kept on file. The psychologist may discuss the contents with them and/or give them a copy, subject to the exceptions in the Privacy Act 1988 (Cth). If satisfied that personal information is inaccurate, out of date or incomplete, reasonable steps will be taken in the circumstances to ensure that this information is corrected. All requests by clients for access to or correction of personal information held about them should be lodged with Madeleine Davies. These requests will be responded to in writing within 30 days and an appointment will be made if necessary for clarification purposes. Fees may apply for clinician time.

Concerns

If clients have a concern about the management of their personal information, they may inform Madeleine Davies (Admin@lanewaysCanberra.com.au). Ultimately, if clients wish to lodge a formal complaint about the use of, disclosure of, or access to, their personal information, they may do so with the Office of the Australian Information Commissioner by phone on 1300 363 992, online at https://www.oaic.gov.au/privacy/privacy-complaints/lodge-a-privacy-complaint-with-us or by post to: Office of the Australian Information Commissioner, GPO Box 5288, Sydney, NSW 2001. Further information can be found at https://www.oaic.gov.au/privacy/australian-privacy-principles/australian-privacy-principles-guidelines.