Privacy Policy

Your Privacy Matters to Us

This purpose of this policy is to explain how we handle your personal information and how we manage your privacy. The core principle of this policy is that:

  • Cova Psychology values your privacy and is committed to actively safeguarding it.
  • We comply with the Australian Privacy Principles (APP) as outlined in the Privacy Act 1988 (Cth) and the Health Records Act 2001 (Vic). 
  • Cova Psychology also abides by the Australian Psychological Society’s (APS) Code of Ethics in the collection, use and disclosure of all Health Information. 

Please note: ‘Personal information’ refers to any data we hold that can identify you.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at Australian Privacy Principles.

A copy of which can be viewed at APS Code of Ethics.

Collection of Personal Information

We gather personal information through various methods. This might include interactions you have with us online or in person, accessing our website or social media, filling out registration forms, and during sessions with our clinicians. Information from third parties may also be collected and protected as described in this policy.

We may also obtain certain information from third parties such as:

  • Your referring GP or psychiatrist or other healthcare providers
  • Parents or guardians (if applicable)
  • An authorised representative or caregiver
  • Private health insurers or Medicare for billing purposes
  • During emergencies, we may collect information from emergency contacts or individuals who can assist, like family or healthcare providers.

Cova Psychology will collect your personal information for two purposes:

  1. Administration of our practice: We might collect basic details from you (like your name, date of birth, contact details, address, and email address) in order to organise appointments, contact your GP, update you about our services, and/or manage billing and rebates. We may also gather other types of information, including (but not limited to) feedback, business-related details, survey responses, financial data, information related to legal and regulatory requirements.
  2. To provide psychological services: We may both receive and create clinical treatment notes, and correspondence (such as referral letters and reports) in the context of our services.

It should be noted that intermittently unsolicited personal information may be provided to Cova Psychology by individuals or entities without request. We manage unsolicited information in accordance with Australian Privacy Principles 4 (APP4) regarding unsolicited personal data.

Consent

By enquiring about our services, completing a client consent form, or engaging with us through our website, email, phone, or in person, you consent to the collection, use, and disclosure of your personal information as outlined in this Privacy Policy.

Privacy Rights for Children

Privacy protections apply to clients of all ages.

Clients under 18 years of age may make independent privacy decisions if they have the maturity and understanding to do so. Our clinicians will assess a minor’s decision-making ability based on their professional clinical judgment.

Usage of your Personal Information

Personal information collected may be used to provide updates on our services, to inform you about new offerings, to improve our services, and to better understand your needs.

We may contact you via phone, email, SMS, fax or mail.

Release of your Personal Information

Personal information may be shared with third parties only to fulfill the original purpose for which it was collected, and usually with your consent.

In some situations, we may need to disclose your personal information to comply with a legal requirement (such as a subpoena, court order, law, or a law enforcement request).

Your personal information may also be used to safeguard the copyright, trademarks, legal rights, property, or safety of Cova Psychology, its website (www.covapsychology.com), its clients, or third parties.

Occasionally, data may be stored, processed, or transferred outside of Australia. 

If our business undergoes changes in ownership, we may transfer user data, including personal and non-personal information, to new owners under confidentiality agreements and only when lawful.

By providing personal information, you consent to this Privacy Policy and the disclosures described. When we share your personal information with third parties, we will ask them to adhere to this Policy in managing your information.

Service Providers and Information Security

Cova Psychology uses service providers who may need access to your personal data in order to conduct their services. These include IT service providers for website hosting, analytics, and our practice management software. We take steps to ensure that our service providers handle information securely, in line with our Privacy Policy, and for only the purposes outlined.

Our procedures related to billing and claims require sharing certain information to allow processing of payments and benefit claims. As needed, debt recovery providers may also receive limited information to complete their services.

Some of our IT service providers use data hosting and processing infrastructure that is located across multiple countries, which include Australia, the US or in Europe.

Security of Your Personal Information

Cova Psychology is committed to keeping your information safe from unauthorised access, modification or disclosure. We have done this by implementing robust physical, electronic, and management protocols in order to protect your personal information.

Exchanging data with us is done at your own risk, as we cannot control the security of information while it is transmitted to or from us. While we implement measures to safeguard your personal information and prevent breaches, we cannot fully guarantee that the information we collect will never be disclosed in a manner inconsistent with this Privacy Policy.

Website and Social Media Use

Our website may collect data such as browser type, OS, and the site visited before ours to analyse usage and improve service. Cookies may also be used on our site to remember your visits, and these can be disabled through your browser settings.

Our website may also contain links to third-party sites. Cova Psychology is not responsible for their privacy practices.

We have social media pages, including on Facebook, Instagram and Tik Tok, but these platforms’ privacy policies apply.

Accessing Your Personal Information

You may request your personal information under the Privacy Act 1988 (Cth). To request your information, please contact us at contact@covapsychology.com. An administrative fee may apply for providing or viewing this information. 

It is an 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 at contact@covapsychology.com as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

We reserve the right to deny access to your personal information in certain legal circumstances.

Privacy Concerns and Feedback

If you have any privacy concerns, or if you have any questions or feedback about our privacy practices, please contact Cova Psychology via the below contact information: We will review and consider all feedback.

We will respond promptly to all privacy complaints.

If you’re dissatisfied with our response, please contact the following organisations:

  • Office of the Australian Information Commissioner (OAIC): 
  • Health Complaints Commissioner (Victoria): 
    • 570 Bourke St, Melbourne VIC 3000
    • 1300 582 113

Policy Updates

This Privacy Policy may change. Updates are at our discretion and effective immediately upon being posted on our website. Please review the policy periodically.