Privacy Policy

1. Our commitment to privacy

NISEDO Create & Regulate Therapy Pty Ltd (“NISEDO”, “we”, “us” or “our”) is committed to protecting the privacy and confidentiality of the personal and health information we collect.

NISEDO provides telehealth psychology services to children and adolescents across Australia. We manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable legal and professional obligations.

This Privacy Policy explains how we collect, hold, use, disclose and protect personal information.

2. Information we may collect

Depending on your relationship with NISEDO, we may collect information about a young person, their parent or guardian, a referrer or another person involved in their care.

This may include:

• names, dates of birth, addresses and contact details;
• parent, guardian and emergency-contact information;
• Medicare, NDIS, billing and payment information;
• referral information;
• health, developmental, psychological and family information;
• current concerns, diagnoses, medications and support needs;
• information about safety concerns and relevant risks;
• details of other health professionals, schools or support providers;
• appointment information and correspondence;
• clinical notes, treatment plans, reports and progress information;
• telehealth suitability and consent information;
• information provided through our website or online referral form; and
• technical website information, such as IP address, browser type and website usage data, where applicable.

Health information is considered sensitive information under Australian privacy law. We only collect sensitive information where it is reasonably necessary for providing our services and with consent, or where collection is otherwise permitted or required by law.

3. Information concerning children and adolescents

As NISEDO works with children and adolescents, personal information may be provided by a parent, guardian, referrer, health professional, school or another person involved in the young person’s care.

We consider the young person’s age, maturity, understanding, individual circumstances and applicable consent arrangements when managing their information. Where appropriate, we seek consent from a parent or legal guardian and involve the young person in decisions about their information.

4. How we collect information

We may collect personal information:

• directly from a young person, parent, guardian or other authorised person;
• through our website, online referral form, telephone calls, email and telehealth appointments;
• from referrers, including general practitioners and other health professionals;
• from schools, support providers, government agencies or other organisations where consent has been provided or collection is otherwise authorised;
• through Medicare, NDIS or an NDIS plan manager, where relevant; and
• automatically through website cookies or analytics tools, where these are used.

Where practicable, we collect information directly from the person concerned or their authorised representative.

5. Why we collect and use information

We may collect, hold and use personal information to:

• respond to enquiries and referrals;
• assess whether NISEDO’s telehealth services are appropriate;
• arrange and provide psychology services;
• communicate with young people, families, referrers and other authorised parties;
• maintain clinical and administrative records;
• process payments, Medicare claims and NDIS-related billing;
• coordinate care with other professionals or services;
• prepare letters or reports when requested and authorised;
• manage appointments, reminders and practice administration;
• meet legal, regulatory, insurance and professional requirements;
• maintain and improve our services, systems and website; and
• respond appropriately to safety concerns or emergencies.

If required information is not provided, we may be unable to assess a referral, offer an appointment or provide services safely and effectively.

6. When information may be disclosed

NISEDO does not sell personal information.

We may disclose personal information:

• to parents, guardians or authorised representatives, subject to applicable consent, confidentiality and legal requirements;
• to general practitioners and other treating professionals where consent has been provided or disclosure is otherwise permitted;
• to schools, support providers or other organisations where authorised;
• to Medicare, the National Disability Insurance Agency, NDIS plan managers or other relevant funding bodies;
• to professional supervisors or consultants, with appropriate confidentiality protections;
• to service providers that assist with practice management, telehealth, communications, website hosting, information technology, payment processing, accounting or professional services;
• to insurers, legal advisers, regulatory authorities or courts where necessary;
• where required or authorised by law; or
• where we reasonably believe disclosure is necessary to lessen or prevent a serious threat to a person’s life, health or safety, or to public health or safety.

We take reasonable steps to ensure that service providers handle personal information securely and only for authorised purposes.

7. Digital services and overseas processing

NISEDO uses third-party digital services to support its operations. These may include practice-management software, electronic forms, email, payment-processing services, telehealth platforms, website hosting and data-storage providers.

Some providers may store or process limited information outside Australia or use overseas-based support services. The countries involved may vary depending on the provider and its systems.

Where relevant, NISEDO takes reasonable steps to consider providers’ privacy and security practices and comply with applicable Australian privacy requirements. Further information about providers used by NISEDO and possible processing locations may be requested using the contact details below.

8. Storage and security

Personal information may be stored electronically or, where necessary, in physical form.

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These measures may include:

• password protection and access controls;
• secure practice-management and communication systems;
• device and account security measures;
• limiting access to people who require the information;
• secure disposal or de-identification when information is no longer required; and
• procedures for responding to suspected privacy or data breaches.

No online or electronic system is completely secure. If an eligible data breach occurs, NISEDO will respond in accordance with applicable privacy and data-breach requirements.

9. Retention of records

NISEDO generally retains clinical records:

• for adult clients, for at least seven years from the date of the last entry in the record; and
• for clients who were under 18 when services were provided, until the client reaches 25 years of age.

Records may be retained for longer where required or permitted by applicable laws, professional standards, funding requirements, insurance obligations or other legitimate clinical or legal reasons.

When information is no longer required to be retained, we take reasonable steps to securely destroy or permanently de-identify it.

10. Website information, cookies and external links

Our website may use cookies or similar technologies to support website functionality and understand how the website is used. Browser settings can generally be adjusted to restrict cookies, although this may affect some website functions.

Our website may contain links to external websites. NISEDO is not responsible for the privacy practices, security or content of external websites. Visitors should review the privacy policies of those providers separately.

11. Accessing or correcting personal information

Individuals may request access to personal information held about them or ask us to correct information that is inaccurate, incomplete, out of date, irrelevant or misleading.

For information concerning a child or adolescent, we may need to consider legal authority, the young person’s age and capacity, confidentiality, safety and the interests of other people before providing access.

We may ask for proof of identity or authority before responding. In some circumstances, access may be limited or refused where permitted by law. If this occurs, we will generally provide written reasons.

Requests may be submitted using the contact details below.

12. Privacy enquiries and concerns

If you have a question or concern about how NISEDO manages personal information, please contact us at [email protected]. We will consider your enquiry carefully and respond within a reasonable timeframe.

If a privacy concern cannot be resolved directly with NISEDO, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au.

13. Contacting NISEDO

Privacy enquiries and requests to access or correct personal information may be directed to:

Privacy Officer
NISEDO Create & Regulate Therapy Pty Ltd
Email: [email protected]
Website: www.nisedo.com.au

14. Changes to this Privacy Policy

We may update this Privacy Policy when our practices, services, technologies or legal obligations change. The current version will be published on our website with its effective date.