Privacy Policy

Introduction

Red String Psychology is required to collect, hold, use and disclose personal or sensitive information relating to individuals (including, but not limited to, clients, contractors, suppliers, and employees) in the performance of its business activities.

This document sets out Red String Psychology’s policy regarding the protection of personal information, in accordance with the Privacy Act 1988 (Cth) (the Act) and the Australian Privacy Principles (APP).

Employee Records
This policy does not apply to the collection, holding, use or disclosure of personal information that is an employee record.

1. Red String Psychology’s Commitment to Privacy

1.1. Red String Psychology (“us”, “we” or “our”) is committed to safeguarding the privacy of our clients, staff and visitors of Red String Psychology, as well as those who visit our website.
1.2. We are bound by the Privacy Act 1988 (Cth), the Australian Privacy Principles, and other laws governing how health service providers handle Personal Information and Sensitive Information (including health information).
1.3. This Privacy Policy (Policy) sets out how we collect and treat your Personal Information and Sensitive Information. The Policy applies to our website [insert website], which is operated by us, and to the services provided by us.

2. Types of Information

2.1. Personal Information means information or an opinion about an identified individual or an individual who is reasonably identifiable:
a) whether the information or opinion is true or not; and
b) whether the information or opinion is recorded in a material form or not.

If the information does not disclose your identity or enable your identity to be ascertained, it will in most cases not be classified as “Personal Information” and will not be subject to this privacy policy.

2.2. Sensitive Information is defined in the Privacy Act as including information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information. Sensitive Information will be used by us only:
a) for the primary purpose for which it was obtained;
b) for a secondary purpose that is directly related to the primary purpose; and
c) with your consent or where required or authorised by law.
d) for sensitive information, only after obtaining explicit written consent and implementing enhanced security measures as required by Australian Privacy Principles.

3. Collection of Your Data

3.1. To provide our services to you, Red String Psychology may receive and store Personal Information and Sensitive Information (together, ‘your Data’) that you enter on our website, provide to us directly, or give to us in other forms (such as consent forms, referrals, tests, assessments, correspondence and clinical notes).
3.2. Your Data may include:

Contact details (name, phone number, address, email);
Payment and billing information;
Health information (mental and physical health);
Personal history and family history;
Other information voluntarily provided by you.

3.3. Sensitive Information, including health information, will not be collected without your consent.
3.4. We may collect Data in-person, via our website, social media, email, text message, paper or online forms, phone, or during service provision.
3.5. We may also receive Data from third parties (e.g., medical practitioners, hospitals, clinics, lawyers, or family members). If we do, it will be managed in accordance with this Policy.|
3.6. We collect Personal Information to provide you with the best service experience possible on the Website and keep in touch with you about developments in our business.
3.7. We customarily only disclose Personal Information to our service providers who assist us in operating the Website. Your Personal Information may also be exposed from time to time to maintenance and support personnel acting in the normal course of their duties.
3.8. The categories of service providers we share Personal Information with may include: (i) hosting and cloud service providers, (ii) analytics and marketing providers, (iii) payment processors, and (iv) customer support services. You may request details about our service providers and opt out of optional data sharing by contacting our Privacy Officer. We will provide you with information about data sharing practices and respect your choices where technically and legally feasible.
3.9. By using our Website, you consent to the receipt of direct marketing material. We will only use your Personal Information for this purpose if we have collected such information direct from you, and if it is material of a type which you would reasonably expect to receive from use. We do not use sensitive Personal Information in direct marketing activity. Our direct marketing material will include a simple means by which you can request not to receive further communications of this nature, such as an unsubscribe button link.

4. Use of Your Data

4.1. Your Data will be used only for the purposes for which it was collected, including:

Providing psychological services to you;
Maintaining your contact details;
Processing payments;
Sending information and updates about our services;
Complying with legal obligations;
Internal record-keeping and administration;
Improving our services using de-identified information.

4.2. We may also use your Data for purposes you would reasonably expect or where otherwise permitted by law.

5. Disclosure of Your Data

5.1. Red String Psychology may disclose Personal Information (but not Sensitive Information) to employees, contractors, professional advisers, or service providers where reasonably necessary.
5.2. Sensitive Information (including health information) will only be shared with your written consent, unless required by law.
5.3. We may disclose information when legally required (e.g., subpoenas, court orders, law enforcement).
5.4. Aggregate or non-identifiable information may be used for research or service improvement.
5.5. We will not sell or trade your Data.
5.6. If control of our business changes, databases (including Personal and Sensitive Information) may be transferred to the extent permitted by law, subject to confidentiality obligations.

6. Security of Your Data

6.1. We take reasonable steps to protect your Data from misuse, loss, unauthorised access, modification or disclosure.
6.2. Despite these measures, no data transmission can be guaranteed 100% secure, and the transmission of information is at your own risk.
6.3. We store your Personal Information in a way that reasonably protects it from unauthorised access, misuse, modification or disclosure. When we no longer require your Personal Information for the purpose for which we obtained in, we will take reasonable steps to destroy and anonymise or de-identify it. Most of the Personal Information that is stored in our client files and records will be kept for a maximum of seven years after the last service was provided, or for children, until the child turns 18 and then for another seven years to fulfill our record keeping obligations.
6.4. The Australian Privacy Principles: permit you to obtain access to the Personal Information we hold about you in certain circumstances (Australian Privacy Principle 12); and allow you to correct inaccurate Personal Information subject to certain exceptions (Australian Privacy Principle 13).
6.5. Where you would like to obtain such access, please contact us in writing on the contact details set out at the bottom of this privacy policy.

7. Access to and Correction of Your Data

7.1. You may request details of your Data that we hold about you in accordance with the provisions of the Privacy Act 1988 (Cth).
7.2. A small administrative fee may be payable for the provision of your Data. If you would like a copy of your Data which we hold about you or believe that any of your Data we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please email us at click to email
7.3. We reserve the right to refuse to provide you with your Data that we hold about you, in certain circumstances set out in the Privacy Act and other applicable legislation.
7.4. Correction: If you believe that any personal information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us using the details below. We will take reasonable steps to correct any information found to be inaccurate, incomplete, misleading or out of date.

8. Website, Cookies & Third Parties

8.1. Our website may collect basic usage information (browser type, operating system, referring websites).
8.2. Cookies may be used to improve your experience. Third parties (such as Google or Facebook) may use cookies for advertising purposes.
8.3. Our website may contain links to external sites. We are not responsible for the privacy practices of other websites.

9. Use of Artificial Intelligence (AI)

9.1. Red String Psychology may use AI tools to support documentation and administrative tasks (e.g., note drafting, report generation).
9.2. AI tools will not be used to make clinical decisions. All clinical judgement remains with your treating psychologist.
9.3. Identifiable client information will only be input into AI systems where:

It is necessary for service delivery; and
The AI tool complies with strict security and privacy safeguards.

9.4. Informed consent will be sought prior to using AI tools that process identifiable or sensitive health information.
9.5. You have the right to refuse the use of AI in your care at any time.
9.6. Any AI use will align with our AI Policy, which prioritises transparency, safety, and improved client outcomes.
9.7. Our AI Policy is subject to change. Red String Psychology may modify this policy at any time, in our sole discretion and all modifications will be effective immediately upon our posting of the modifications on our website, www.redstringpsychology.com.au, or through distribution by email. Please check back from time to time to review our AI Policy.

10. Links to other websites

10.1. Our website may contain links to other websites. We do not have any control over those websites and we are not responsible for the protection and privacy of any personal or sensitive information which you provide whilst visiting those websites. Those websites are not governed by this Privacy Policy.

11. Marketing Emails

11.1. If you receive communications from us that you believe have been sent to you other than in accordance with this Privacy Policy, or in breach of any law, please contact us using the details provided below.

12. Complaints about privacy

12.1. If you have any complaints about our privacy practices, please feel free to send in details of your complaints to: click to email
12.2. We take complaints very seriously and will respond shortly after receiving written notice of your complaint.
12.3. Unsubscribe: To unsubscribe from our e-mail database or opt-out of communications (including marketing communications), please contact us using the details below or opt-out using the opt-out facilities provided in the communication.

13. Documentation and Response Timeline

13.1. We will acknowledge receipt of your complaint within 7-10 business days. Our privacy team will investigate your complaint and maintain detailed records of all communications and findings. We aim to resolve all privacy complaints within 14 business days. If additional time is required, we will notify you in writing.

14. Overseas transfer

14.1. Your Personal Information will not be disclosed to recipients outside Australia unless you expressly request us to do so. If you request us to transfer your Personal Information to an overseas recipient, the overseas recipient will not be required to comply with the Australian Privacy Principles and we will not be liable for any mishandling of your information in such circumstances.

15. Changes to this Policy

15.1. Red String Psychology may update this Privacy Policy at any time. Updates will be posted on our website or distributed by email.

Contact Details

Red String Psychology

ABN: 77 518 190 732
Email: click to email
Phone: 0484 767 394
Website: www.redstringpsychology.com.au
Last Update: 19/09/2025