Policies

Privacy and Confidentiality

As part of providing services to you / your child, we will need to collect and record personal information that is relevant to your child and or your family’s current situation. The data collected includes name, age, DOB, address and parent information for who is providing consent. Kanda Psychology is committed to safeguarding the personal information that is provided to us. Kanda Psychology conforms to the Federal Privacy Act (1988) and the Australian Privacy Principles, including Privacy and Personal Information Protection Act 1998 (NSW) and Health Records and Information Privacy Act 2002 (NSW) which govern the collection, use and storage of personal information.

Safety and security are managed within our secure Microsoft 365 environment, configured and monitored by a local IT service provider. We use multi-factor authentication on all accounts.

 You / your child’s personal information is kept securely in our Client Management System, Halaxy. We may utilise off-shore cloud-based encrypted systems from time to time. For example, for the use of outcome measures that assist us to assess or monitor progress and difficulties, improving your therapy process.

We will only share personal information with a third party where we have sought your (and/or your child’s) permission to do so, or where we are required by law. We abide by third party reporting requirements such as Medicare (MBS) – this means a brief letter to your medical referrer may be required for access to Medicare rebates.

Because our service is based on a trusting relationship between psychologist and you / your child, the psychologist will keep information shared by you / your child confidential except in certain circumstances in which an ethical and legal responsibility limits confidentiality. The circumstances where the law might require that the duty of confidentiality be breached include:

  • Where there is a current or prospective serious risk of injury, either physical or emotional, to any person including your child, yourself or another family member or we are informed about a serious crime

  • Where we are subpoenaed to produce documents or give evidence

 Additionally, and in accordance with registration obligations and best practice, psychologists undergo supervision. During this supervision, aspects of you / your child / family situation may be discussed, however identifying details are not disclosed.

Cancellation Statement

Regular attendance at scheduled appointments is important for optimal therapeutic outcomes.

A courtesy SMS reminder is typically sent three (3) days prior to your scheduled appointment. Non-receipt of the SMS reminder cannot be used as a reason for non-attendance.

If you are unable to attend your scheduled appointment you are responsible for notifying us by phone or email.

For therapy, cancellation fees apply as follows:

  • Less than 2 hours notice or failure to attend: 100% of the consultation fee

  • Less than 48 hours notice: 75% of the consultation fee

Help us NEVER charge a cancellation fee by providing us with notice of your cancellation!

Please note, cancellation fees also apply to assessments. Refer to your assessment Service Agreement for information.

Artificial Intelligence (AI)

We use an Australian developed AI scribe, NovoNote, to assist with administrative tasks and improve service delivery. NovoNote adheres to the Australian Privacy Principles. Your psychologist will speak to you about AI scribes at your first appointment. AI scribes are not compulsory. Please speak to your psychologist if you have questions or concerns. Consent may be withdrawn at any time.

Family Separation, Legal Matters and Safety Orders

Our focus when working with children and young people, is the creation and maintenance of a soothing, safe, and supportive space. Wherever it’s safe and appropriate—and not otherwise limited by legal orders—we recognise that both parents have an important and meaningful role in their child’s life and we welcome involvement from both parents, where relevant.

So, when working with children and young people, we ask both parents to consent to our work wherever it is possible, safe to do so, and not otherwise determined by legal orders. As such, in the event of parental separation, we request you seek the consent ofthe other parent – it is your responsibility to discuss your child’s therapy or assessment with the other parent. If there are parenting orders in place please let us know and provide a copy of the orders. If there are other legal documents or matters relating to you/your child, such as an Apprehended Violence Order, please also inform us of this.

Feedback, Complaints, and Disputes

We value your collaboration and feedback.

QR codes are located within the practice. Please use your phone or iPad to scan the QR code at any time, to provide feedback or concerns.

Feedback, complaints or disputes, can also be made to Principal Psychologist, Kylie Campbell on 02 5837 5006. Alternatively, they may be made in writing and sent to kylie@kandapsychology.com.au. A written or verbal response will be provided within 14 days.

If you are dissatisfied at any time with Kanda Psychology’s handling of your complaint, you may contact the Commonwealth Ombudsman at www.ombudsman.gov.au or by telephone on 1300 362 072. Alternatively, you can contact the Australian Health Practitioners Regulation Agency.