Emu Heights Psychology
Terms & conditions / Privacy Policy
By proceeding with a booking, you confirm that you have read, understood, and agreed to the following Terms & Conditions and Privacy Policy.
Emu Heights Psychology adheres to the Australian Psychological Society (APS) Code of Ethics until 30 November 2025, and from 1 December 2025 to the Psychology Board of Australia’s Code of Conduct. Both Codes outline the ethical, professional, and cultural-safety standards expected of psychologists in Australia.
1. BOOKINGS & PAYMENTS
Appointments are booked via our secure practice software, Zanda (powered by PowerDiary). The booking process includes:
-Selecting your appointment type and preferred time
-Entering your name, email, and phone number
-Verifying your identity via SMS
-Making full payment to secure your booking
You will receive a confirmation email and invoice after booking. A separate email will include this Terms & Conditions and Privacy Policy for your review, along with a separate Consent Form to sign before commencing services. If your circumstances change and you need reasonable adjustments to access online services (for example, due to disability, language, or cultural factors), please let us know so that we can accommodate your needs wherever possible.
Fees: Current service fees are published on the Emu Heights Psychology website.
All prices are in AUD and subject to change without notice.
2. CANCELLATION & REFUND POLICY
-Full payment is required to confirm your session.
-Cancellations with more than 48 hours’ notice are eligible for a refund of 50% (minus Stripe fees) or can be credited toward a future session.
-Cancellations within 48 hours of your session or no-shows (including arriving more than 20 minutes late) will forfeit the full fee.
-You may reschedule once, with at least 48 hours’ notice.
-If Emu Heights Psychology needs to reschedule, an alternative appointment will be offered.
-Please book carefully. Clinical preparation and review of your intake information may occur prior to your session, even if the service is not completed.
-Your clinician may be 5–10 minutes late to begin the session due to reviewing your intake forms and self-report data. Thank you for your understanding.
3. CRISIS SUPPORT
Emu Heights Psychology does not provide crisis support services.
If you are at risk of harm to yourself or others, please contact:
Lifeline: 13 11 14
Suicide Call Back Service: 1300 659 467
Emergency Services: 000
Or attend your nearest hospital emergency department.
4. PRIVACY & CONFIDENTIALITY
Emu Heights Psychology is bound by the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth).
What We Collect:
We collect personal and administrative information such as your name, contact details, and billing information, as well as clinical information relevant to your assessment or therapy (e.g. background, mental health history, and assessment data). This information is securely stored in encrypted platforms (e.g. Zanda, NovoPsych), accessible only to your treating psychologist and authorised service providers.
Your personal information is collected and handled in accordance with our Privacy Policy and the Australian Privacy Principles. Details of how we store, access, and share information are provided below.
You may request to:
Access your file
Correct inaccurate information
Interact anonymously or use a pseudonym unless impracticable or legally restricted
Records are retained for 7 years from your last contact (or until age 25 if under 18), then securely destroyed in accordance with ethical and legal obligations.
Data Breaches
If unauthorised access, disclosure, or loss of personal information occurs, Emu Heights Psychology will activate its data breach plan and take all reasonable steps to minimise the risk of serious harm.
Emu Heights Psychology is committed to providing culturally safe and inclusive services. You are welcome to identify any cultural, language, or accessibility preferences that may support your participation. As part of maintaining high-quality and ethical practice, psychologists at Emu Heights Psychology may seek professional supervision or peer consultation. Any information discussed in that context is de-identified (names and identifying details removed) to protect your privacy.
5. TELEHEALTH SERVICES
Telehealth services are delivered in line with AHPRA standards for privacy, consent, and professional conduct, using secure, encrypted platforms. You may withdraw consent to Telehealth at any time.
You will need:
-A reliable internet connection
-A device with a camera, microphone, and speakers
-A quiet and private space for your session
Please do not record sessions without written permission.
6. REPORTS & OUTCOMES
A formal diagnosis (if applicable) is only provided after consultation and submission of required forms.
Diagnoses are final and cannot be revised after completion.
You will receive a summary or comprehensive report within 2–4 weeks.
Please Note: Psychologists do not prescribe or manage medication. If you're exploring medication options, we recommend consulting a GP or psychiatrist. Your assessment may assist them in guiding your care.
7. PROFESSIONAL BOUNDARIES AND CONDUCT
Emu Heights Psychology maintains clear professional boundaries and avoids any dual or conflicting relationships that could compromise your wellbeing or the integrity of services. If a potential conflict arises, it will be discussed openly and managed in line with the Psychology Board of Australia’s Code of Conduct.
8. SOCIAL MEDIA
Our social media content is for educational purposes only and is not psychological advice. Interacting with our social media accounts does not constitute a therapeutic relationship.
9. AGREEMENT
By completing a booking and submitting payment, you confirm that you have read, understood, and agreed to:
-These Terms & Conditions
-The Privacy Policy (see below)
-The Cancellation Policy
FULL PRIVACY POLICY
Emu Heights Psychology is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth).
1. What We Collect
Your name, contact details, date of birth
Mental health and medical history
Responses in assessments, intake forms, and sessions
Payment and billing information (via secure third parties)
2. How We Collect It
Online booking/intake (Zanda)
Assessment tools (NovoPsych, Pearson Clinical, WPS Publish, PAR)
Payment platforms (Stripe, website links)
Emails, messages, and session notes
3. Purpose
Provide psychological services
Track progress and outcomes
Manage appointments and communication
Maintain accurate records
Generate invoices and receipts
4. Storage & Security
Your data is stored in encrypted, password-protected platforms and only accessible to your treating psychologist. Records are retained for a minimum of 7 years or as legally required.
5. Disclosure
Your information will not be shared without your written consent, unless:
-Required by law (e.g. subpoena, child protection)
-You or someone else is at serious risk
-You authorise release to a third party (e.g. GP, psychiatrist)
-De-identified information is shared in professional supervision or peer consultation to ensure ethical and competent practice
We are committed to culturally safe and respectful communication, particularly for Aboriginal and Torres Strait Islander clients and people from diverse backgrounds.
We use secure third-party systems (such as Zanda, NovoPsych, and Stripe) that comply with Australian Privacy Law, AHPRA standards, and HIPAA requirements.
6. Access & Correction
You can request to access or correct your personal information by emailing: admin@emuheightspsychology.com.au. Requests will be responded to within 30 days.
7. Complaints
If you have a concern about the management of your personal information, you may inform your psychologist or our reception staff. Upon request you can obtain a copy of the Australian Privacy Principles, which describe your rights and how your personal information should be handled.
Ultimately, if you wish to lodge a formal complaint about the use of, disclosure of, or access to, your personal information, you may do so with the Office of the Australian Information Commissioner:
• By phone on 1300 363 992.
• Online at https://www.oaic.gov.au/privacy/privacy-complaints/lodge-a-privacy-complaint-with-us
• By post to: Office of the Australian Information Commissioner, GPO Box 5288, Sydney, NSW 2001.
For information about your clinical consent, please refer to the Client Consent Form provided separately.
By proceeding with services, you acknowledge that informed consent is an ongoing process, and you may withdraw or review your consent at any time.
If you have questions about any part of this document, please contact:
admin@emuheightspsychology.com.au