Privacy Policy

Lacuna is committed to the safeguarding of your personal information. This Privacy Policy explains how this practice collects, uses, stores, and discloses your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a psychotherapy and mental health service, we recognise the sensitivity of the information you share and are committed to protecting your confidentiality and privacy.

By visiting this website or accessing services, you agree to the terms of this policy.

Personal Information

Under the Privacy Act, personal information includes any information that identifies you. This may include:

  • Name, date of birth, address, phone number, email

  • Medicare or private health insurance details (if relevant)

  • Emergency contact information

  • Referral details

  • Billing or payment information

  • Information provided through online forms, emails, or phone calls

Sensitive Information

As a mental health service, we may collect sensitive information as defined under the Privacy Act, including:

  • Mental health history

  • Medical or health information

  • Cultural, linguistic, religious, or identity information you choose to disclose

  • Psychotherapy case notes

  • Assessment information

Sensitive information is only collected with your informed consent and when necessary for providing safe, effective, and ethical clinical care.

Website and Digital Information

When you use this website, the following may be collected:

  • IP address and device information

  • Website analytics

  • Cookies for functionality and user experience

  • Online booking form submissions

No personally identifying information is collected without your voluntary input.

How Your Information Is Collected

Information may be collected through:

  • Intake forms, clinical assessments, and therapy sessions

  • Phone, email, SMS, or online booking systems

  • Telehealth consultations

  • Website interactions

  • Referrals from other professionals (with your consent unless otherwise legally required)

Why Your Information Is Collected (APP 3 & 6)

Information is collected for the following purposes:

  • Providing psychotherapy and mental health services

  • Developing and maintaining accurate clinical records

  • Coordinating care with other providers (with consent)

  • Managing appointments, communication, and billing

  • Meeting professional, ethical, and legal obligations

  • Practice operations, quality assurance, and compliance

Your information will not be used for marketing, advertising, or unrelated purposes.

How Your Information Is Stored and Secured (APP 11)

Your information is stored securely in accordance with the Privacy Act and clinical health record standards.

Security measures include:

  • Encrypted practice management software

  • Password-protected digital systems

  • De-identified clinical supervision where applicable

  • Secure telehealth platforms

  • Physical security for any paper-based files

  • Limited and role-restricted access to records

Records are retained for the legally required period (usually 7 years after the last contact, or until a minor turns 25, whichever is later).

Disclosure of Information (APP 6)

Information may only be disclosed:

  • With your explicit written consent

  • When required by law (e.g., subpoena, court order)

  • If there is a serious and imminent threat to your life, health, or safety

  • If there is a serious threat to another person

  • When necessary to comply with mandatory reporting requirements (e.g., child protection)

  • During confidential professional supervision, with identifying details removed where possible

Information is not shared with third parties for advertising or commercial purposes.

Access and Correction of Your Information (APP 12 & 13)

You have the right to:

  • Request access to your personal information

  • Ask for corrections if you believe information is inaccurate, incomplete, or outdated

Requests must be submitted in writing to:
hellolacunatherapy@gmail.com

We will respond within a reasonable timeframe (within 5-7 business days).
In some circumstances, access may be restricted under law; if so, you will be informed.

Website Use, Cookies, and Third-Party Services

This website may use:

  • Cookies

  • Analytics tools

  • Third-party booking software

  • Email or contact form integrations

These services may collect non-identifying usage data. You may disable cookies in your browser settings.

External links on this website are not covered by this privacy policy.

Telehealth and Electronic Communication

Telehealth is conducted in line with the Privacy Act and professional guidelines. While every effort is made to use secure platforms, no online platform can guarantee absolute confidentiality.

By choosing telehealth services, you acknowledge these limitations.

Emails, SMS, and digital communications are used only when necessary and may contain minimal identifying information.

Complaints and Privacy Concerns (APP 1 & 11)

If you have concerns about your privacy or believe a breach has occurred, please contact:

Rizna
Lacuna Therapy
Email: hellolacunatherapy@gmail.com
Phone: +61 0404 661 454

If we cannot resolve your concern, you may contact:

Office of the Australian Information Commissioner (OAIC)

www.oaic.gov.au