Privacy Policy

Into Balance Psychology and Wellness

429 Main Road, Montmorency VIC 3094

intobalancepsychology.com

intobalance.psychology@outlook.com | 03 8408 6117

Last updated: [26/05/2026]

At Into Balance Psychology and Wellness, your privacy isn't just a legal obligation - it's part of the trust that makes the therapeutic relationship work. This policy explains what personal information we collect, why we collect it, how we protect it, and your rights around it.

We've written this in plain English because we think you deserve to actually understand it. If anything is unclear, please reach out - we're happy to talk it through.

1. Who we are

Into Balance Psychology and Wellness is a clinical psychology practice owned and operated by Kara Chambers, registered psychologist (AHPRA). We provide adult psychological counselling, perinatal mental health support, professional supervision, and telehealth services.

We are an APP entity under the Privacy Act 1988 (Cth) and are bound by the Australian Privacy Principles (APPs). As a registered health practitioner, Kara Chambers also holds professional obligations under the Psychology Board of Australia Code of Conduct and AHPRA's advertising guidelines for regulated health services.

2. What information we collect

We collect two types of information:

Personal information

Information that identifies you or could reasonably identify you, including:

- Your name, date of birth, address, phone number and email address

- Emergency contact details

- Medicare card number and Individual Healthcare Identifier (IHI) (where relevant)

- Referral source (e.g. GP, self-referral)

- Payment and billing information

Sensitive (health) information

Because we are a health service provider, we also collect health information, which is treated as sensitive information under the APPs and afforded a higher standard of protection. This includes:

- Psychological and mental health history

- Presenting concerns and clinical notes from sessions

- Diagnoses, treatment plans and progress notes

- Information about medications

- Details you share about your personal circumstances, relationships and wellbeing

- Information relevant to perinatal mental health (e.g. pregnancy, birth experience, infant feeding)

- Clinical notes that may be created with the assistance of AI documentation tools (NovoNote), where you have provided separate consent

We only collect sensitive health information with your consent, or where otherwise permitted or required by law.

3. How we collect your information

We collect information in the following ways:

- Contact form on our website (intobalancepsychology.com) - when you enquire about services

- Phone - via our practice line (03 8408 6117), which is directed to the Yarra Trail Medical admin team

- Cliniko - our secure practice management and online booking platform, where you enter and store your details when booking appointments or completing intake forms

- During consultations - information you share in person, via telehealth, or in correspondence with us

- From third parties, with your consent - such as a referral letter from your GP, psychiatrist, or other healthcare provider

If you contact us but don't proceed with an appointment, we will only retain the information needed to respond to your enquiry.

4. Why we collect your information

We collect and use your information to:

- Provide you with psychological assessment, therapy and professional supervision services

- Manage your bookings and appointments

- Communicate with you about your care (appointment reminders, cancellations, follow-ups)

- Process Medicare rebates and private health insurance claims

- Liaise with your GP, specialist or other treating clinicians where clinically appropriate and with your consent

- Meet our mandatory professional and legal obligations (e.g. mandatory reporting under child protection laws, responding to a subpoena)

- Comply with record-keeping requirements under the Health Records Act 2001 (Vic) and relevant AHPRA/Psychology Board standards

We do not use your information for direct marketing without your explicit consent, and we do not sell your information to third parties.

5. Sharing your information

We may share your information in the following limited circumstances:

Third-party service providers

| Provider | Purpose | Location |

| Cliniko | Practice management, appointment booking, clinical records | Australia (with some US-based subprocessors for hosting and backup) |

| Healthlink | Secure electronic referrals and clinical correspondence with GPs and specialists (HealthLink EDI: intobpsy) | Australia |

| Medicare / Services Australia | Processing Medicare rebates and mental health treatment plan claims | Australia |

| Yarra Trail Medical | Phone and administrative support | Australia |

| NovoNote | AI-assisted clinical documentation and record-keeping support (used only with your separate written consent) | Australia |

These providers are engaged under confidentiality agreements and are only permitted to access your information to the extent necessary to perform their services.

Cliniko stores data on servers in Australia with some backup infrastructure in the United States. They are contractually bound to comply with the APPs and take significant security measures to protect your data. You can read Cliniko's privacy policy at [cliniko.com/policies/privacy](https://www.cliniko.com/policies/privacy/).

Other healthcare providers

With your consent, we may share relevant clinical information with your GP, treating team, or referrers (e.g. sending a report following a Mental Health Treatment Plan review). We will discuss this with you before sharing.

Legal and safety obligations

We may disclose your information without your consent where:

- We are required to do so by law (e.g. mandatory reporting, court order or subpoena)

- There is a serious and imminent risk to your life or safety, or the life or safety of another person

- Disclosure is authorised or required under professional codes of conduct

These circumstances are rare, but we are obligated to be transparent about them.

6. Telehealth services

If you engage with us via telehealth, please be aware that:

- Sessions are conducted via a secure, encrypted platform

- You are responsible for ensuring your own environment is private at your end

- Your consent to telehealth services will be discussed and documented prior to your first remote session

- The same standards of privacy and confidentiality apply to telehealth sessions as to in-person appointments

7. Medicare and health fund claims

When we process a Medicare rebate or health fund claim on your behalf, your personal and health information (including your Medicare card number, diagnosis codes and session details) is transmitted to Services Australia and/or your health insurer through secure channels. This is a necessary part of providing a rebatable service and is performed with your consent at the time of the transaction.

8. How we protect your information

We take the security of your information seriously. Our measures include:

- Clinical records stored securely in Cliniko, which uses end-to-end encryption, two-factor authentication, and access controls

- Paper records (where any exist) stored in locked files with restricted access

- Secure email practices for clinical correspondence

- Staff and contractors are bound by confidentiality obligations

- Regular review of our security practices

Despite these measures, no system is completely secure. If you have concerns about how your information is being handled, please contact us.

9. Retention of records

We retain health records in accordance with the requirements of the Health Records Act 2001 (Vic):

- Adult records: a minimum of 7 years from the date of the last entry

- Records relating to a person who was a minor when treated: until the person turns 25, or for 7 years from the last entry - whichever is later

After these periods, records are securely destroyed.

10. Accessing and correcting your information

You have the right to:

- Access the personal information we hold about you

- Request corrections to information that is inaccurate, incomplete or out of date

To make a request, please contact Into Balance Psychology and Wellness using the details at the end of this policy. We will respond within 30 days. In most cases we will provide access free of charge, though complex requests may involve a reasonable administrative fee - we'll let you know in advance if that applies.

There are limited circumstances under which we may decline an access request (for example, if providing the information would pose a serious threat to health or safety, or is prohibited by law). If we decline, we will explain why in writing.

11. Anonymity

Where practicable, you may contact us or use our website anonymously or under a pseudonym. However, we cannot provide clinical services without collecting sufficient information to identify you and ensure your safety.

12. Website and online booking

Our website (intobalancepsychology.com) may use standard analytics tools and cookies to understand how visitors use the site. This information is collected in aggregate

and is not linked to your identity.

When you book through Cliniko's online booking system, Cliniko's privacy policy applies in addition to this one.

13. Cross-border disclosure

Some of our service providers (notably Cliniko's backup and hosting infrastructure) operate partly in the United States. Before disclosing information overseas, we take reasonable steps to ensure the overseas recipient complies with the APPs, consistent with APP 8. By using our services and agreeing to this privacy policy, you acknowledge that some of your information may be stored or processed outside Australia under these arrangements.

14. Complaints

If you believe your privacy has been breached, or you have concerns about how we've handled your information, we encourage you to contact us first - we'd like the opportunity to address it directly.

Contact: Kara Chambers

Email: intobalance.psychology@outlook.com

Phone: 03 8408 6117

Post: 429 Main Road, Montmorency VIC 3094

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

- Website: [oaic.gov.au](https://www.oaic.gov.au)

- Phone: 1300 363 992

- Post: GPO Box 5218, Sydney NSW 2001

You may also contact the Health Complaints Commissioner (Victoria):

- Website: [hcc.vic.gov.au](https://www.hcc.vic.gov.au)

- Phone: 1300 582 113

15. Changes to this policy

We may update this policy from time to time, for example if our services change or if there are updates to privacy law. The current version will always be available on our website. We encourage you to check back periodically.

16. Contact us

If you have any questions about this privacy policy or how we handle your information, please don't hesitate to get in touch.

Into Balance Psychology and Wellness

Kara Chambers, Clinical Psychologist

429 Main Road, Montmorency VIC 3094

intobalance.psychology@outlook.com

03 8408 6117

intobalancepsychology.com

Legal note: This privacy policy is provided as a general information document. It does not constitute legal advice. Into Balance Psychology and Wellness recommends seeking independent legal advice to ensure this policy meets all current obligations applicable to your practice.