Your information should be handled with care.

Privacy laws that apply

SECAP handles personal and health information in accordance with applicable privacy laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records Act 2001 (Vic), including the Health Privacy Principles.

Health information is sensitive information and receives additional protection under Australian privacy law.

What information SECAP may collect

Depending on how you interact with SECAP, this may include:

• your name, phone number, email address and other contact details
• who an enquiry is for and your preferred appointment type
• a brief reason for contact and information discussed during intake
• referral, funding or billing information where relevant
• health information needed to provide psychology, counselling or assessment services
• correspondence, appointment and service information created through your contact with SECAP

SECAP aims to collect only information that is reasonably necessary for arranging or providing the relevant service.

How information is collected

Information is usually collected directly from you, including when you contact reception, submit a website enquiry, complete intake or attend an appointment. Where relevant and permitted, information may also be received from a parent or guardian, referrer, funding body, insurer, employer or another health professional involved in the service.

Website enquiries

The website form asks for basic contact details, the broad type of enquiry, appointment preference, a suitable time to call and a short reason for contact.

The website does not save submitted enquiry content in its own database. Form submissions are transmitted by email through Resend and delivered to SECAP's intake Gmail account. BetterFlow provides the website and technical infrastructure used to operate this form on SECAP's behalf.

Please keep the online summary brief and do not include detailed or highly sensitive clinical information. Reception will complete the detailed intake conversation by phone. If you prefer not to use the online form, you can call reception on 1300 554 662.

Why information is collected, used and disclosed

SECAP may handle personal and health information to:

• respond to enquiries and complete intake
• identify an appropriate practitioner, service or assessment pathway
• arrange and provide services
• manage referrals, funding, billing and administration where applicable
• communicate with you about your care or enquiry
• work with referrers, funders or other parties where authorised or otherwise permitted by law
• meet legal, professional, insurance and record-keeping obligations
• respond to privacy, access or correction requests and complaints

Service providers and overseas processing

SECAP uses service providers to operate parts of its website and communications. Website enquiry emails are sent using Resend and received through Google Gmail. BetterFlow supports the website and its technical operation.

Resend states that its primary processing operations and stored email data are in the United States. Its service also uses subprocessors, including providers located in the United States. This means information submitted through the website enquiry form may be processed or disclosed outside Australia, including in the United States.

SECAP takes reasonable steps required by applicable privacy law when using service providers that handle personal or health information.

How information is held and protected

Personal and health information may be held in the systems and records used by SECAP and its practitioners to manage enquiries, appointments and services. SECAP takes reasonable steps to protect information from misuse, interference, loss and unauthorised access, modification or disclosure.

Website enquiry content passes through the email services described above. The website itself does not maintain a separate database of enquiry submissions.

Clinical records and retention

Clinical and health records may be held by SECAP and/or the practitioner providing the service, depending on the service and practitioner arrangement. Those records are subject to applicable privacy, health-record, professional and record-retention requirements.

Under Victorian health-record requirements, a private health service provider generally must retain an adult's health information for at least seven years from the last occasion a health service was provided. For a person who was under 18 when last treated, records generally must be retained until that person turns 25. Longer retention may apply where another legal or professional requirement requires it.

The general website enquiry form is not intended to replace a clinical record or detailed intake.

Access and correction

You may ask to access personal or health information held about you, or ask for information to be corrected if you believe it is inaccurate, incomplete or out of date. Some legal exceptions may apply.

Contact SECAP reception using the details below and explain what information you are seeking or what you would like corrected.

Privacy concerns or complaints

If you have a concern about how your personal or health information has been handled, contact SECAP first so the practice can review the issue and respond to you.

If the matter is not resolved, a complaint about Victorian health information may be made to the Victorian Health Complaints Commissioner. Privacy matters within the jurisdiction of the Australian Privacy Act may also be raised with the Office of the Australian Information Commissioner.

Victorian Health Complaints Commissioner ↗
Office of the Australian Information Commissioner ↗

Changes to this policy

This policy may be updated when SECAP changes how it handles information, changes service providers, or when legal or regulatory requirements change. The current version will be published on this page with its last-updated date.