Privacy Policy

1. Introduction

Reconnect Centre is committed to protecting your privacy and the confidentiality of your personal information. As a provider of clinical services operating in Australia, we are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), which govern the collection, use, storage, and disclosure of personal and health information.

This Privacy Policy outlines how we handle your personal information, including what we collect, why we collect it, how we use it, and how we keep it secure.

2. What information We Collect

We may collect the following types of personal and sensitive 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
Information submitted via our website, online forms, or social media channels (if applicable)

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 (e.g., GPs, referrers) where you have provided consent
Through our secure client systems (Halaxy)
Via Heidi Health, a secure AI-assisted platform used to support clinical documentation. No identifiable personal data is stored on this platform
Through secure telehealth platforms (e.g. Coviu)
From contact forms submitted via our website

We only collect information necessary for providing appropriate clinical care and fulfilling administrative obligations.

4. Why We Collect Your Information

We collect and hold personal information in order to:

Deliver clinical services tailored to your needs
Assess, diagnose, and support your mental and emotional health
Communicate with you and other healthcare providers (with your consent)
Manage bookings, payments, and Medicare/private health claims
Maintain accurate and legally compliant health records
Fulfil legal responsibilities, such as mandatory reporting where applicable

5. How We Store and Protect Your Information

Reconnect Centre takes data security seriously. Your information is stored using secure, password-protected systems:

Clinical and billing information is managed through Halaxy, a secure practice management system that complies with Australian data privacy standards
Clinical notes may be generated with the support of Heidi Health, an AI-powered platform built for health professionals. Content is processed securely and immediately reviewed by your therapist before being saved to your clinical file. Heidi Health does not retain or store your personal data.
Telehealth sessions are conducted via Coviu, a secure platform purpose-built for healthcare, using end-to-end encryption.
Website forms and administrative emails are stored securely and monitored for confidentiality

All reasonable steps are taken to prevent misuse, loss, or unauthorised access to your information.

6. Disclosure of Information and Collaborative Care

Your personal information may be shared in the following circumstances:

With your consent (e.g., to your GP, referrer, or other health professionals involved in your care)
When required by law, such as in cases of serious risk to safety, child protection, or court subpoenas
For administrative purposes (e.g., IT support or billing services), under strict confidentiality agreements
With Medicare or private health insurers for claiming processing

Note on Multidisciplinary Services:

Reconnect Centre may include independent clinicians from a range of professional backgrounds. Each health professional is individually responsible for managing their own records and complying with their relevant registration board, professional standards, and privacy laws. Your personal information is only shared between practitioners with your express consent and when directly relevant to your care.

Reconnect Centre does not sell or distribute personal information for marketing or external purposes.

7. Access to Your Information

You have the right to:

Access your personal information held by the Centre
Request correction or any inaccurate or incomplete information

Requests can be submitted in writing to admin@reconnectcentre.com.au and will be responded to within a reasonable timeframe.

8. Website, Analytics, and Social Media

Our website may use basic analytic tools to collect non-identifiable data (e.g., browser type, location). This data is used to improve functionality and is not linked to your personal details.

If you contact Reconnect Centre through social media platforms (e.g., Instagram), please be aware that these platforms operate under their own privacy policies, which are outside our control.

9. 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.

10. Questions or Compliants

If you have concerns about your privacy or how your information is managed, please contact:

Reconnect Centre

Email: admin@reconnectcentre.com.au

If your concern is note resolved, you may contact the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au

11. 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