Generally there is a 2 to 3 month wait before our first session, however that is why the Online Programs were created … so you can learn some foundational aspects and have a taste of the work we will be doing together while you wait.

Between the Ears (we, us, and our) is committed to providing quality services to you. These Privacy guidelines are our ongoing obligation to you regarding how we manage your Personal Information. We respect your privacy and are committed to protecting it.

We comply with the Australian Privacy Principles and the Privacy Act 1988 (Cth) (Privacy Act), which govern the way private sector organisations collect, use, keep secure, and disclose Personal Information.

The Privacy Act defines ‘Personal Information’ to mean any information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true; and whether the information or opinion is recorded in a material form.

Service Provider – Between the Ears – a psychology services consulting business.

Services such as psychological counselling/therapy, coaching programs, and training workshops are created and delivered by a registered Psychologist through AHPRA.

Purpose of collecting and holding information

As part of providing a psychological service, your Psychologist will collect and record personal information relevant to your current situation.

Collected information is a necessary part of the needs assessment, formulation, and delivery of psychological services. Information is retained to document what is discussed and what happens during sessions, enabling your Psychologist to provide appropriate psychological services.

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

Client administration information

Client information (e.g. name, DOB, address, GP referral) will be stored on Woo Commerce practice management software. Invoice and payment receipts will be emailed from here as a PDF attachment.

Confidentiality limits

All personal information gathered by the Psychologist during the provision of the psychological service will remain confidential and secure, except when:

1. Information is subpoenaed by a court of law; or
2. Failure to disclose the information would place you or another person at serious and imminent risk; or
3. Your prior approval has been obtained to:
   1. Provide a written report to another professional or agency (e.g. GP, psychiatrist or lawyer); or
   2. Discuss the material with another person (e.g. a parent); or
4. If disclosure is otherwise required or authorised by law.

Emergency contact

On our client intake form you are asked to supply the name and contact details of your emergency contact person. It is essential that you keep this information up to date and advise us of any changes. This is especially important if you are receiving support via telehealth.

Access to your Personal Information

You may access the Personal Information we hold about you and to update and/or correct it, subject to certain legislation exceptions. If you wish to access your Personal Information, please contact us by emailing [email protected]. We can then discuss the appropriate avenue of access. Between the Ears will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information. In order to protect your Personal Information we may require identification from you before releasing the requested information.

Maintaining the quality of your Personal Information

It is important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Online communication

The privacy of any form of communication via the internet or a mobile device is potentially vulnerable and limited by the security of the technology. We use the Zoom telehealth platform considering they have designed this experience with security in mind. Please refer to the Zoom Trust Centre for more information.

Email communication

Email communication is not typically secure and so it should contain minimal personal and sensitive information.

As such, at the end of each session you will receive a Reminder email that will only outline the general education and strategies that were discussed. Furthermore, you will receive confidential letters or reports via email, however again this information will only be a generalised summary of our work together.

If you do not wish to receive this information via email, please let us know.

Any privacy concerns

If after reading this information you are at all unsure of anything, please email us at [email protected]

        www.betweentheears.com.au                             January 2026