Privacy Policy

Information Collection

New Chapter Clinic provides a confidential service. As part of providing this service to you, New Chapter Clinic will need to collect and store personal information. All information obtained during your treatment is kept confidential and secure, except when: 

(1) It is subpoenaed by a court,  or providing information is otherwise required or authorised by law.

(2) Failure to disclose the information would place you or another person at risk of harm; or 

(3) When it is required because the psychologist must make a mandatory report on a concern; or

(4) Your approval and consent has been obtained to: 

(a) Provide a written report to another professional or agency—e.g. to a lawyer, insurance; or 

(b) Discuss the material with another person—e.g. a parent or employer

(c) Sharing information with a family member, guardian or carer. 

(d) Discussing with others, such as your GP, employer, or any agencies which may be paying for your attendance.

Although New Chapter Clinic will strive to maintain privacy of information, New Chapter Clinic cannot guarantee safety and privacy of information over data transmitted over the internet. Please be mindful of this when you communicate with our practitioners over websites, email and text messages. 

During the course of your engagement with New Chapter Clinic, information will be collected from you regarding but not limited to health, demographic, administrative, financial and correspondence with other practitioners that become part of your clinical file. This information is a necessary part of the services provided and guides treatment. You do not have to give all of your personal information, but choosing not to share your relevant information may mean that the psychological service may be affected. If you do not wish personal information about you collected, New Chapter Clinic may be unable to provide services to you. 

Information Security and Access

In the course of your treatment, personal information about you is collected. All notes taken during and all communications relating to your treatment become a part of your clinical record. All information obtained from you (administrative, financial, clinical records such as notes, correspondence with GP/specialists, questionnaire responses) become part of your clinical records. All data collected will be stored electronically in client files and electronic format (using online based services in Australia and or remote servers located in the United States or Canada) and/or locked filing cabinet, which you consent to as a client of this practice. It is only accessed by your psychologist and as required, by authorised staff and personnel engaged by the practice, copies of which may be viewed by submitting a written request to hello@newchapterclinic.com. Your practitioner may then discuss this with you based on your needs. 

 If you have concerns that the information recorded is not correct, please discuss your concerns with our administration staff or your psychologist. 

You have a general right to access your records under the Privacy Act (1998) and Health Information and Privacy Act (2002), subject to some exceptions which mainly relate to privacy, health or legal considerations.  You can request access to your records in writing, after which your request will be discussed with you. 

Your details and notes will be stored securely on Halaxy's network. More information can be found on this web page: https://www.halaxy.com/article/security

If you are concerned, have questions, or have grounds to suspect a breach has occurred with your private information, please call us immediately (0488827211). If you or your therapist suspects an information breach, your therapist will carry out a thorough investigation (with specialised help if needed) to determine if a breach has occurred, and if is has, will take immediate steps to rectify this, contain the breach, notify you, and notify the Office of the Australian Information Commissioner (OAIC), who will offer investigation, regulatory action, guidance, and information in such an occurrence. 

How to make a complaint

If you have any concerns about your contact with our clinic, please discuss these with your psychologist, if you are able. If you would like to make a complaint, you are able to do so by contacting us either by phone or in writing to: hello@newchapterclinic.com 

If you want to raise concerns about your psychologist, please refer to the AHPRA guidelines here: (https://www.ahpra.gov.au/Notifications/Concerned-about-a-health-practitioner.aspx).

We may collect certain information such as your browser type, operating systems, other websites visited, cookies, etc to analyse our website performance. Please be aware of this and you may refuse access of cookies or your Google Analytics by opting out through Google analytics Opt-out.

Social Media Policy

To ensure a safe and professional space for all, we’ve put together this social media policy to help clarify how we engage online while protecting your privacy and maintaining ethical standards.

Protecting Your Privacy & Confidentiality

  • Your privacy is our top priority. We will not discuss or acknowledge client relationships on social media.

  • If you choose to comment or share something on our pages, please be mindful of your personal details.

  • Social media isn’t the best place for therapy-related inquiries—we’d love for you to reach out via phone 0488827211 or email (hello@newchapterclinic.com) instead.

  • Our clinicians don’t accept friend or follow requests from current or former clients on their personal accounts (Facebook, Linkedin, Instragram etc). 

  • We love sharing helpful mental health tips, clinic updates, and inspiring content—but please remember that this is for educational purposes only and not a substitute for professional psychology services.

  • You are welcome to view and follow our business Instagram Page listed as New Chapter Clinic. However, we will not follow you back as this can compromise your confidentiality and your respective privacy.

  • We want our social media to be a safe and welcoming space. Any inappropriate or confidential comments may be removed to protect you and others.

Engaging with Our Social Media

  • Social media isn’t a secure or private way to communicate, so we won’t respond to direct messages about therapy.

  • We do not provide crisis support or emergency assistance. If you’re in crisis or need urgent support, please reach out to emergency services (000, mental health crisis line if in NSW 1800 011 511 or lifeline 13 14 11) or a mental health helpline—we want you to get the help you need right away.

Messaging & Emergencies

  • While we appreciate kind words, ethical guidelines prevent us from requesting or responding to client reviews on social media. We urge you to take your own privacy as seriously as we take our commitment of confidentiality to you.

  • Please note that google business accounts have an inbuilt review function that we’re unable to remove. If you decide to leave a review, please consider your privacy before sharing.