Privacy Policy

Crossroads Therapy & Support Services

Broadbeach, QLD

Email: info@crtss.com.au

Phone: (03) 9370 0098

Website: www.crtss.com.au

Introduction

Crossroads Therapy & Support Services (“we”, “our”, “the practice”) is committed to protecting

your privacy and handling your personal information with care. This policy explains how we

collect, use, store, and protect your information in accordance with:

• The Australian Privacy Principles under the Privacy Act 1988

• The Psychology Board of Australia's Code of Conduct

• Relevant state-based legislation

• Guidance from the Australian Psychological Society (APS)

By engaging with our services, you agree to the terms outlined in this Privacy Policy.

What Personal Information We Collect

To provide psychological services, we collect personal information that is relevant to your care.

This may include:

• Your name, date of birth, address, and contact details

• Referral information (e.g., from your GP)

• Session notes and treatment plans

• Medical or health information

• Reports or correspondence from other professionals (e.g., psychiatrists, schools, insurers)

• Billing information (e.g., Medicare, NDIS, invoices)

• Emails, forms, or other communications you send to us

This information helps us understand your concerns, provide safe and effective treatment, and meet our legal and professional obligations.

How We Collect Your Information

We may collect information in several ways:

• Directly from you during sessions or when you provide written information (e.g., forms,

email, SMS)

• Through communication with our administrative staff

• From your GP, referrer, or other treating professionals

• From insurers, schools, lawyers, or other agencies involved in your care

If you have concerns about any information collected, please discuss these with your psychologist or our administrative team.

Why We Hold Your Information

We collect and hold personal information for the following purposes:

• To provide psychological assessment and treatment

• To communicate with you and manage appointments

• To meet professional, ethical, and legal obligations

• To document what happens during sessions and ensure continuity of care

Record-keeping is a necessary part of psychological practice and helps your psychologist deliver informed, high-quality care.

How Your Information Is Stored

Your information is stored securely using systems that comply with Australian privacy laws.

Storage methods used at Crossroads Therapy:

• Zanda (formerly PowerDiary - secure electronic practice-management software)

• Limited confidential paper files (kept in a secure, locked area)

Only your psychologist and authorised practice staff can access your information, and only when necessary to support your care.

Accessing and Correcting Your Information

You may request access to your personal information at any time. Written requests to

info@crtss.com.au are required.

There are very limited situations where access may be legally restricted, but if this occurs, your psychologist will explain why.

If any information is inaccurate, incomplete, or outdated, you may request corrections, and we will take reasonable steps to update it.

All written requests will be responded to within a reasonable period, typically within 30 days (as required by the Privacy Act).

Confidentiality and When Information May Be Shared

Most information you provide remains confidential. We will only share your information with your consent, such as when:

• Communicating with your GP or referrer

• Providing reports to other health professionals or agencies

• Involving carers, educators, or support people in your care

• Coordinating with insurers (e.g., NDIS, WorkCover)

• Sharing information with family members at your request

You will be asked to complete a Consent to Release Information Form before we share information externally.

Professional Supervision

Your psychologist may discuss de-identified aspects of your case in clinical supervision to ensure high-quality and ethical care. All identifying details are removed, and you remain anonymous.

When Information May Be Shared Without Consent

There are specific situations where we may need to release information without your consent:

• When required by law (e.g., subpoena, court order)

• When mandatory reporting obligations apply

• When your psychologist believes you or someone else may be at risk of serious harm

• When disclosure is necessary to prevent a threat to life, health, or safety

These situations are rare and handled with utmost care.

Data Breach Response

In the unlikely event of unauthorised access, loss, or disclosure of personal information, Crossroads Therapy will activate its data breach response plan and take all reasonable steps to reduce the risk of harm.

Payment, Invoicing & Medicare Information

If you use Medicare, NDIS, private health insurance, or other third-party funding, relevant

information such as appointment dates or referral details may be required to process claims.

Concerns or Complaints

If you have concerns about the management of your information or any part of your experience with our practice, you may contact us:

Email: info@crtss.com.au

Phone: (03) 9370 0098

Updates to This Policy

This Privacy Policy may be updated from time to time to reflect changes in legislation, technology, or practice procedures. The most current version will always be available on our website.