Privacy Policy

At Lightner Centre we comply with the Privacy Act 1988 (Cht) (Privacy Act) and other state laws regarding the management of personal information. This Privacy Policy applies to the personal information we collect about clients and prospective clients at Lightner Centre, visitors to our websites www.lightnercentre.com.au and www.gracenational.com.au, and individuals who access services we provide. By engaging our services and accessing our websites, you agree to be bound by the terms of this Privacy Policy.Note: References to “Lightner Centre,” “we,” or “our” are references to Grace National Pty Ltd, trading as The Paddington Rooms, and references to “psychologist” and “psychology practice” and references to the independent psychologists and psychology services provided at Lightner Centre.

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Personal Information
“Personal information” as used in this policy relates to any information or opinion that could be used to identify you. “Sensitive information” is any personal information that includes details and opinion about your health, criminal record, or sexual, religious, political, philosophical, ethical, or racial information. Lightner Centre only collects information we require for a particular function or service we are providing. When you enquire about a service, we may collect your demographic information including your full name, date of birth, email address, phone number, and other details to provide information and recommend appropriate services. We collect additional information upon booking an appointment and during treatment including emergency contact information, Medicare and other required third-party numbers, social and medical history, as well as bank account information to facilitate funding and payment arrangements. Information, where possible, will be obtained directly from you over the phone, in person, via email, SMS, or through our websites. We may also collect information about you from other sources such as your GP and other third-parties that have referred you to our services.

It is understood that during psychological assessment and treatment, you will share personal information with your treating Psychologist. This exchange of information is, of course, for the explicit purpose of assisting with your treatment. Personal information is any information or an opinion that identifies you or could identify you and includes information about your health and treatment at Lightner Centre. The purpose for collecting your personal information is to:
• Provide services. Including, planning, coordinating, funding, implementing, monitoring,
and reviewing our services;
• Sending communication via SMS or email to you or your referrer;
• Enable you to receive the correct entitlements to benefits and funding for psychological services from third parties (and to comply with their requirements);
• Reporting to government or other funding bodies (as appropriate) on how funding is
serviced by us;
• Updating your records and ensuring your information is up to date; and
• Responding to your feedback and enquiries.

Storage of Information
The security and privacy of your data is our top priority. Lightner Centre uses Heidi Health for the recording and collection of information during your consultation. Heidi Health is a software program that takes audio recordings during consultations and transposes these recordings into written consultation notes. These consultation notes are then digitally stored within your client file. The audio recordings are never stored and are deleted following completion of your consultation. Heidi Health aligns with the Australian Privacy Principles, ensuring they respect and protect your individual privacy rights.

We manage all client data through PowerDiary, an ISO 27001-certified practice management system. This ensures that your personal data is protected by software that meets the highest global standards for information security management and complies with all applicable privacy regulations. Most of your information is securely stored within the practice software, however we also hold some information securely on our servers and computer systems. Information collected on paper-based documents will be converted to electronic format and the original documents securely destroyed. We are legally required to hold your information for a minimum of 7 years from the date of last contact, or if you are a minor until you attain or would have attained the age of 25 years.

We engage external service providers to assist in the provision and management of psychological services to you, including (but not limited to) software providers, payment services, data and IT security services, web hosting services, insurers, accountants, bookkeepers, and lawyers. Your personal information may be used and disclosed to them to facilitate these services. Your personal information will not be disclosed or used for any other purpose.
Your personal information is maintained in a secure environment and can only be accessed by authorised personnel. We take reasonable steps to protect the security of your information, however no digital data transmission or information stored on servers can be guaranteed to be fully secure. Additionally, we cannot maintain the security of personal information that is provided to you (for example an email or paper-based report).

Disclosure of Personal Information
In most cases your personal information will not be shared with another person or agency without your consent. There may however, be circumstances requiring or permitting us by law to disclose your personal information to a third party. This may occur when:
1. you have consented to the disclosure;
2. we reasonably believe that disclosure is necessary to lessen or prevent a serious threat to the life, safety, or health of any individual; or
3. you would reasonable expect your personal information to be disclosed to a third party for the purpose of assisting with your treatment and engagement with a Psychologist at Lightner Centre (e.g. GP communications, Queensland ambulance service, third-party administrators providing subsidies and benefits such as Medicare; or
4. it is required or authorised by or under Australian law or a court order.

Where there may be further uses or actions involving your personal information (eg. referral, legal proceedings), this will be discussed at the time with yourself or your guardian. Further information is available by speaking to your treating Psychologist.

Access to Personal Information
Clinical information is not accessible by Lightner Centre administration staff, and any requests to access your Medical Records must be addressed to your treating Psychologist. You have the right to access the information we hold about you and can ask for a correction of your personal information if you believe it to be inaccurate. All requests are required to be in writing and we will respond to such requests within 30 days.

Access to your information may be declined in some circumstances in accordance with privacy laws (for example when access to information may put you or another person at risk of harm), and in this circumstance we will notify you in writing citing our reasons. We do not provide information that contains sensitive information that may be harmful if read without a psychologist present, without a court subpoena. Where an authorised representative (such as a lawyer or guardian) requests information, we will require them to provide evidence of their authority. We may also ask you to provide current and informed consent prior to releasing information.

Concerns or Complaints about your Privacy
Please contact Lightner Centre if you have any questions or concerns about your privacy or the information contained in this policy. If you have a complaint about how your information has been handled, please contact us in writing. We will provide you with a response to advise we have received your complaint and will provide a response within 30 days. If you are not satisfied with our response you may lodge a complaint with the Office of the Australian Information Commissioner. More information can be obtained about this process at www.oaic.gov.au

Notifiable Data Breaches
In the event of any unauthorised disclosure, loss, or access to your personal information that is likely to result in serious harm to yourself or others, we will notify you and the Office of the Australian Information Commissioner in accordance with the Privacy Act.

Policy Updates
Lightner Centre will update this policy if our information handling practices change. Any information we hold about you will be governed by our current Privacy Policy which can be accessed on our website.

Contact
All enquiries, complaints, and requests for information should be made in writing and emailed to   reception@lightnercentre.com.au