Privacy Policy

1. Introduction

Reconnect Centre is committed to protecting your privacy and the confidentiality of your personal and health information. As a provider of clinical services operating in Victoria, Australia, we handle personal and health information in accordance with applicable privacy legislation, including the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Health Records Act 2001 (Vic) and Health Privacy Principles (HPPs).

This Privacy Policy outlines how we collect, use, store, protect and disclose your personal and health information, and how you can access or correct your information or raise a privacy concern.

2. What information We Collect

We may collect the following types of personal, sensitive and health information:

Name, date of birth, gender identity, contact details
Medicare details and private health fund information
Referral details from your GP or healthcare provider
Information shared through intake forms, correspondence, or during appointments
Sensitive health information including mental and physical health conditions, symptoms, diagnoses, treatment goals, and progress notes
Billing and payment details
Enquiry information submitted through our website, including your name, contact details, the nature of your enquiry, and any information you choose to provide in a message.

3. How We Collect Your Information

We collect your information:

Directly from you (via intake forms, emails, phone calls, or during appointments)
From third parties, such as GPs, other healthcare providers, referrers, insurers, funding bodies or other authorised representatives, where you have consented or where otherwise permitted or required by law
Through our practice management and clinical systems, including Halaxy
Through secure telehealth platforms used to provide online appointments
Through enquiry and contact forms submitted via the Reconnect Centre website

We only collect information that is reasonably necessary for providing our services, responding to enquiries, managing our operations, and meeting our legal and professional obligations.

4. Why We Collect Your Information

We collect and hold personal information in order to:

Respond to enquiries and communicate with prospective clients, referrers and other relevant parties
Deliver clinical services tailored to your needs
Assess and support your mental, emotional health and physical health needs as relevant to your care
Communicate with other healthcare providers and relevant parties, with your consent or where otherwise permitted or required by law
Manage appointments, billing, payments, Medicare, private health insurance and other applicable funding or claiming arrangements
Maintain accurate clinical and administrative records
Meet our legal, regulatory and professional obligations, including mandatory reporting requirements where applicable

5. How We Store and Protect Your Information

Reconnect Centre takes reasonable steps to protect personal and health information from misuse, interference, loss, and unauthorised access, modification or disclosure. Information is stored and managed using secure systems and appropriate access controls, including:

Clinical, appointment and billing information is managed through Halaxy, our practice management system.
Reconnect Centre may use Heidi Health, an AI-assisted clinical documentation platform, to support the preparation of clinical documentation. Where used, AI-assisted documentation is reviewed by the treating clinician before relevant information is incorporated into the clinical record. The use of such technology is subject to appropriate privacy, confidentiality and information-security safeguards.
Telehealth appointments may be conducted using Microsoft Teams or another secure telehealth platform used by Reconnect Centre
Website enquiries may be collected through our website platform, and administrative communications are managed through our business email and information systems. Access to these systems is restricted to authorised persons as appropriate.

We take reasonable administrative, technical and physical safeguards to protect the information we hold.

6. Disclosure of Information and Collaborative Care

Your personal information may be shared in the following circumstances:

With your consent, including with your GP, referrer or other health professionals involved in your care
Where reasonable necessary for the provision or administration of your care, and where permitted by law
With service providers that support our clinical, administrative, technology, payment or business operations, subject to appropriate privacy and confidentiality requirements
With Medicare, private health insurers, WorkSafe, NDIS plan managers or other relevant funding or claiming bodies where applicable
Where required or authorised by law, including in circumstances involving serious threats to health or safety, mandatory reporting obligations, child protection requirements, court orders or subpoenas

Collaborative Care:

Where your care involves collaboration with other health professionals or service providers, relevant information may be shared with your consent, or where otherwise permitted or required by law. Reconnect Centre will only share information that is reasonably necessary for the relevant purpose.

Reconnect Centre does not sell personal information to third parties.

7. Access to Your Information

You may request access to personal information Reconnect Centre holds about you and request correction of information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading.

Requests can be made by contacting Reconnect Centre at admin@reconnectcentre.com.au. We may need to verify your identify before providing access to personal or health information.

We will respond to access and correction requests within a reasonable timeframe and in accordance with applicable privacy laws. In some circumstances, access or correction may be refused where permitted by law. If this occurs, we will provide reasons where required and information about available compliant mechanisms.

8. Website, Analytics, and Social Media

Our website may use cookies, analytics and similar technologies to understand how visitors use the website, maintain website functionality and improve our services. Depending on the technology used, information collected may include device and browser information, IP address, general location information and information about how visitors interact with the website.

Information submitted through website enquiry form is used to respond to and manage your enquiry and is handled in accordance with this Privacy Policy.

If you interact with Reconnect Centre through a third-party platform, such as a social media service, that platform may also collect and handle information in accordance with its own privacy policy.

9. Overseas Disclosure and Data Processing

Reconnect Centre uses third-party technology and service providers to support the delivery and administration of our services. While certain clinical information is stored in Australia, some service providers may process, store or access personal information from locations outside Australia as part of providing their services

Depending on the service used, overseas recipients or service providers may be located in countries including the United States, Ireland and Israel, and other jurisdictions in which our service providers or their authorised subprocessors operate.

While personal information is disclosed or processed outside Australia, Reconnect Centre takes reasonable steps, where required by applicable privacy laws, to ensure that appropriate privacy and information-security safeguards are in place.

The location of data processing and storage may change from time to time where third-party service providers change their infrastructure r subprocessors.

10. Data Retention

In line with Australian health record legislation, your personal information is retained for at least seven years from the date of your last appointment (or until age 25 if you were under 18 when last seen), unless otherwise required by law.

11. Questions or Compliants

If you have a question or concern about your privacy or how Reconnect Centre has handled your personal or health information, please contact:

Reconnect Centre

Email: admin@reconnectcentre.com.au

We will review your concern and aim to respond within a reasonable timeframe.

If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC) or, in relation to health information handled in Victoria, the Health Complaints Commissioner (Victoria).

12. Updates to This Policy

This policy may be updated periodically to reflect changes in practice, legislation, or technology. The latest version will always be available on our website.

Last updated: September 2026