Privacy Policy
​Western Psychological Services (WPS)
Privacy, Informed Consent and Complaints Policy – Revised Sept 2025
Western Psychological Services (WPS) is committed to providing quality psychological services in a manner that respects your privacy, autonomy, and legal rights. This document explains how we manage your personal information, obtain your informed consent, and respond to any concerns you may have.
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1. Legal and Ethical Framework
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WPS is bound by the following legislation and professional standards:
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Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs)
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Health Records Act 2001 (Vic)
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Notifiable Data Breaches Scheme
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National Law and standards of the Australian Health Practitioner Regulation Agency (AHPRA)
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The Australian Psychological Society Code of Ethics (2007) and Ethical Guidelines
2. Collection of Personal Information
We collect personal information that is necessary for the provision of psychological services. This may include:
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Contact details such as name, address, phone number, and email
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Medicare or health fund details
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Referral letters, medical reports, and relevant history
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Session notes, assessments, and treatment plans
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We obtain this information directly from you where possible. Information may also be provided by referring practitioners, family members, or other third parties with your consent, or as required by law.
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Information is collected through intake forms, interviews, telephone, email, telehealth, and secure practice management systems.
3. Storage and Security of Personal Information
Records are stored in a secure Australian cloud-based practice management system and/or locked filing cabinets.
Only authorised staff can access your information. Reception staff may view limited records to manage appointments but cannot access psychologists’ private session notes.
Records are kept for seven years after your last appointment, or until age 25 if you were a minor at the time of treatment. After this period, files are securely destroyed.
4. Informed Consent
Before commencing psychological services, you will be asked to provide informed consent. This involves:
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Receiving clear information about the nature, purpose, benefits, risks, and limitations of therapy
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Understanding your right to refuse, withdraw, or modify consent at any time
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Being informed about confidentiality and its limits
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Agreeing to how your personal information will be collected, used, and stored
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Consent may be written, verbal, or implied, but is always documented.
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Children and Young People
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Clients under 18 years may provide their own consent if deemed capable of understanding the service (“mature minor” principle).
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Where capacity is uncertain, parental or guardian consent is required.
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Where parents are separated, written consent from both parents may be required, unless legal custody arrangements specify otherwise.
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Telehealth Services
By engaging in telehealth sessions, you consent to receiving services via video or telephone. We take steps to ensure security and confidentiality.
5. Use and Disclosure of Personal Information
Your information is primarily used to provide psychological services. It may also be used for administrative purposes, billing, and professional supervision.
Information may be disclosed in the following situations:
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With your consent, to another professional such as your GP, psychiatrist, lawyer, or school
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When you would reasonably expect disclosure to another health professional directly involved in your care
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To lessen or prevent a serious threat to life, health, or safety of any person, or to public health or safety
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When required or authorised by law (for example, in response to a court subpoena, or mandatory reporting of child abuse under Victorian law)
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For professional supervision, in a de-identified manner
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To comply with data breach notification requirements
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Your personal information will not be sold, rented, or used for marketing without your consent.
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6. Access and Correction
You have the right to request access to your personal information and to request corrections if it is inaccurate or incomplete. Requests must be made in writing.
We may refuse or limit access in circumstances permitted by law, for example if release would unreasonably impact the privacy of others. Reasons for refusal will be provided.
We may charge a reasonable administrative fee for providing copies of records. Identification may be required before release.
If your psychologist has left WPS, responsibility for your file transfers to that psychologist, except in exceptional circumstances.
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7. Data Breaches
In the event of a data breach that may cause serious harm, WPS will comply with the Notifiable Data Breaches Scheme, which includes notifying affected individuals and the Office of the Australian Information Commissioner (OAIC).
8. Interpreter and Accessibility Services
Where language or communication is a barrier, you have the right to request an interpreter through the Translating and Interpreting Service (TIS) or an appropriate support person.
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9. Psychologist Departure
If WPS or your treating psychologist ceases practice, you will be advised of how to access or transfer your records. You may request that your records be sent to another treating practitioner with your consent.
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10. Complaints
WPS values feedback and aims to resolve concerns quickly and respectfully.
Step 1: Informal resolution – Raise the matter with your treating psychologist.
Step 2: Formal complaint – If unresolved, contact the Practice Manager (Alyce Stead) or Clinical Director (Dr Angelo Pagano) at reception@wpsychology.com or 03 9746 8088. Your complaint will be acknowledged and investigated.
Step 3: External resolution – If still dissatisfied, you may contact:
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The Health Complaints Commissioner (Victoria) – www.hcc.vic.gov.au
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The Australian Health Practitioner Regulation Agency (AHPRA) – www.ahpra.gov.au
11. Policy Updates
This policy may be updated from time to time and will be made available on our website.
Contact
Western Psychological Services
Email: reception@wpsychology.com
Phone: 03 9746 8088
Website: www.wpsychology.com