Privacy Statement

At Framework Psychology, privacy is central to how we provide care. We handle your personal and health information respectfully, securely, and in line with Australian law and professional standards.

 

Who we are

Framework Psychology is a clinical psychology practice providing assessment and therapy in Kew East (Melbourne) and via telehealth across Australia. We are operated by Proof of Character Pty Ltd.

 

The kinds of information we collect

Depending on your relationship with us (patient, referrer, employer, website visitor), we may collect:

  • Contact details: name, date of birth, address, email, phone.

  • Administrative details: Medicare number/referral details, billing records, appointment history.

  • Clinical information (health information): presenting concerns, medical and psychosocial history, assessment results, treatment notes, correspondence with your GP, other treating providers, other referrers, or funders.

  • Website usage data: pages viewed, device/browser information, IP address, cookies or analytics tags used to improve the site’s functionality and security.

Health information is sensitive and receives higher protections under the Privacy Act and Victoria’s Health Records Act.

 

How we collect information

We collect information:

  • Directly from you: online forms, phone conversations and voicemail, SMS, email, in‑person or telehealth consultations, consent forms, and assessments.

  • From third parties with your consent or as permitted by law: your GP or specialist, other health providers, funding bodies (e.g., Medicare, TAC, workers’ compensation), or your employer if services are employer‑sponsored.

  • Automatically from our website: standard logs, cookies, and analytics; you can control cookies via your browser.

Collection is by lawful and fair means, and limited to what is reasonably necessary for our functions.

Why we collect, use and disclose information (primary purposes)

We use your information to:

  • Provide assessment and therapy, coordinate care, and deliver telehealth.

  • Administer our practice, including responding to enquiries, managing bookings, billing, rebates and secure record‑keeping.

  • Communicate with you and your referrer about your care, where appropriate and consistent with consent and law.

  • Improve our website and services, including analytics and security.

We may also use and disclose information for directly related secondary purposes that you would reasonably expect in the context of your care (e.g., clinical handover, internal quality assurance), or as otherwise permitted or required by law.

 

Informed consent, confidentiality & professional standards

If you are a patient or other client of Framework Psychology, we will explain what services involve, how your information will be handled, any limits to confidentiality, and your options. We seek informed consent and document it in your record (verbal or written, as appropriate). All psychologists must also meet the Psychology Board of Australia’s Code of Conduct, which clarifies expectations around consent, privacy, cultural safety, and record‑keeping specific to the practice of psychology.

 

When we may share information

We will not share your personal or health information without consent unless required or authorised by law, including where necessary to prevent or lessen a serious threat to life, health or safety, or to respond to subpoenas, court orders and child‑protection obligations. Where sharing is permitted, we disclose only the minimum necessary information.

 

EAP & employer‑sponsored services

For employer‑sponsored and other third-party services (e.g., EAP, fitness for work), we handle information in line with the APPs/HPPs and clearly explain what is shared with funders, employers, or other third-party payers, with your consent and only where appropriate and lawful. Where an assessment is commissioned by a third party, copies of formal reports may be provided to that party; you may request access through them if the contract requires this.

 

Data security

We take reasonable steps (technical and organisational) to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure; and to destroy or de‑identify information when no longer needed, subject to legal retention obligations. We maintain access controls, secure storage, staff training, and breach‑response procedures.

 

Retention

Clinical records are retained for the periods required by law and professional standards (for adults, typically at least 7 years from last service or entry; longer in some circumstances). We regularly review holdings and apply secure disposal/de‑identification when lawful and appropriate.

 

Access and correction

You have the right to request access to, and correction of, your personal information and health records. We will respond within a reasonable time, explain any applicable fees, and provide reasons if we refuse access (for example, where disclosure could pose a serious risk to you or another person). We will take reasonable steps to ensure information is accurate, up‑to‑date, complete and relevant, in line with professional and legal requirements.

 

Overseas disclosures

If we use cloud or telehealth platforms that host data outside Victoria, or outside Australia, we will take reasonable steps to ensure comparable protections and will identify countries where practicable. We aim to use Australian or privacy‑compliant services; where overseas disclosure is likely, we will note this here and in patient communications.

 

For more information about our approach to protecting the privacy of your personal information or health records, please email us at contact@framewk.com.au or call 03 7034 4340. 
If you are a patient or client of Framework Psychology, we will provide further information specific to the services you are receiving to ensure your informed and confirmed consent.