Privacy policy

Last updated: September, 2026.

1. About this policy

PsycheTel Australia (“PsycheTel”, “we”, “us”, “our”) is committed to protecting the privacy and confidentiality of the people who use our services. As a provider of telehealth psychiatric care, we handle sensitive health information, and we take that responsibility seriously.

This policy explains how we collect, use, store, disclose, and protect your personal information, and how you can access or correct it. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Because our care is delivered across Australia, health records and privacy laws in some states and territories may also apply to your information, including in New South Wales, Victoria, and the Australian Capital Territory.

The privacy obligations that apply to telehealth care are the same as those that apply to in-person consultations.

2. Who we are

PsycheTel Australia Registered address: 8/59 Brisbane Road, Redbank QLD 4301 Phone: 1300 652 935 Fax: 07 3319 6925 Email: reception@psychetelaustralia.com.au Website: https://psychetelaustralia.com.au

3. What personal information we collect

The information we collect depends on your relationship with us. It may include:

Identity and contact details: your name, date of birth, address, phone number, and email address.
Medicare, DVA, concession, or health fund details, where relevant to your care and billing.
Health information: your medical and mental health history, symptoms, assessments, diagnoses, treatment and medication details, and clinical notes. Health information is treated as sensitive information under the Privacy Act.
Referral information: details provided by your GP or referring practitioner.
Payment information: billing records and, where applicable, details processed by our payment provider.
Technical information: when you use our website, we may collect limited technical data such as your device, browser, and general usage information.

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

4. How we collect your information

We collect information:

Directly from you, when you enquire, complete a form, book an appointment, or take part in a consultation.
From your GP or referring practitioner, through your referral and related correspondence.
From other health professionals involved in your care, with your consent.
Through our website, when you submit an enquiry or contact form.

Where it is reasonable and practical, we collect information directly from you.

5. Why we collect and use your information

We collect and use your information to:

Provide psychiatric assessment, diagnosis, treatment, and ongoing care.
Communicate with you about your appointments and care.
Communicate and coordinate with your GP and other treating practitioners.
Process Medicare, DVA, or health fund claims and manage billing.
Meet our legal, professional, and record-keeping obligations.
Improve and administer our services.

We will not use your health information for a purpose unrelated to your care without your consent, unless permitted or required by law.

6. How we disclose your information

We may disclose your information to:

The clinicians and staff directly involved in your care.
Your GP and other treating practitioners, to support coordinated care, with your consent.
Medicare, the Department of Veterans’ Affairs, or your health fund, for claims and rebates.
Our service providers, who help us operate (see section 7), under confidentiality obligations.
Others where you have consented, or where disclosure is required or authorised by law, including to protect the safety of a person or the public.

We do not sell your personal information, and we do not disclose it for marketing by third parties.

7. Service providers we use

We use trusted third-party providers to help us deliver our services. These include a secure video consultation platform for telehealth appointments, a practice management and booking system, a payment processor for billing, and our website hosting provider. We take reasonable steps to ensure our service providers protect your information and use it only for the purposes we engage them for.

8. Overseas disclosure

Some of our service providers may store or process data outside Australia, including our website hosting and any website analytics tools. Where information is disclosed overseas, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles. Wherever possible, we choose providers that store health and clinical information within Australia.

9. How we store and protect your information

We take reasonable steps to protect your information from misuse, loss, and unauthorised access, modification, or disclosure. These steps include secure electronic systems, access controls, encryption where appropriate, and staff confidentiality obligations.

Clinical records are held in our secure practice management system. Where we send you letters, invoices, or documents, we use secure methods rather than standard email wherever possible.

10. Telehealth and your privacy

Our consultations are delivered by secure video through our telehealth platform. To help protect your own privacy during a telehealth appointment, we recommend that you:

Take your consultation in a quiet, private space where you will not be overheard.
Use a secure, private internet connection rather than public wi-fi.

We do not record consultations without your knowledge and consent.

11. How long we keep your information

We keep health records for the periods required by law and professional standards. As a general guide, records for adults are kept for at least seven years from the date of last service, and records for people who were under 18 at the time of treatment are kept until that person turns 25. When information is no longer required and we are permitted to do so, we securely destroy or de-identify it.

12. Accessing and correcting your information

You have the right to request access to the personal information we hold about you, and to ask us to correct it if it is inaccurate, out of date, or incomplete. To make a request, please contact our Privacy Officer using the details in section 15. We may need to verify your identity before providing access. In limited circumstances permitted by law, we may decline a request, and if we do, we will explain why.

13. Website and cookies

Our website may use cookies and similar technologies to help it function and to understand how visitors use it. This may include analytics tools that collect general, non-identifying usage information. You can control or disable cookies through your browser settings, though some parts of the website may not work as intended if you do.

14. Data breaches

We take steps to prevent data breaches. If a data breach occurs that is likely to result in serious harm, we will respond in line with the Notifiable Data Breaches scheme under the Privacy Act, including notifying affected individuals and the Office of the Australian Information Commissioner where required.

15. Complaints and contact

If you have a question about this policy, or a concern about how we have handled your personal information, please contact our Privacy Officer:

Privacy Officer, PsycheTel Australia Email: reception@psychetelaustralia.com.au Phone: 1300 652 935

We will acknowledge your enquiry and aim to resolve it promptly. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC): Website: oaic.gov.au Phone: 1300 363 992

16. Children and young people

Where we provide services to a young person under 18, we handle their personal information with appropriate care and, where necessary and appropriate, involve a parent or guardian in accordance with the law.

17. Changes to this policy

We may update this policy from time to time. The current version will always be available on our website, with the date it was last updated shown at the top.