Privacy Policy
Welcome to The Naum Centre.
Your privacy is important to us, and we are committed to protecting the personal information you share with us. This Privacy Policy explains how we collect, use, store, and disclose your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Health Records Act 2001 (Vic).
By using our services (face-to-face or online) or engaging with our website, you consent to the practices described in this Policy.
1. Who We Are
The Naum Centre is a Melbourne-based counselling practice providing mental health services through both in-person and telehealth sessions. We use the Zanda platform for secure telehealth consultations, client bookings, and the management of case notes.
2. What Information We Collect
We collect and hold different types of personal and sensitive information, including:
Personal Information: Name, date of birth, address, phone number, email address, emergency contact details.
Health Information: Mental health history, medical history, treatment notes, progress notes, appointment records, and any other information relevant to your care.
Other Information: Details about the services you request, your communications with us, feedback you provide, and records of consent.
We collect information directly from you wherever possible. We may also collect information from other healthcare providers where you have consented.
3. How We Collect Information
We collect information when you:
Book an appointment (online via Zanda, by phone, or in person)
Attend counselling sessions (face-to-face or telehealth)
Communicate with us (email, phone, website forms)
Provide consent to exchange information with other service providers (where required)
4. Why We Collect, Hold, and Use Your Information
We collect, use, and hold your information to:
Provide you with counselling and mental health support services
Manage bookings, payments, and appointments
Maintain accurate case notes and clinical records
Communicate with you about your care
Comply with legal and professional obligations, including record-keeping and mandatory reporting requirements
Improve the quality of our services through feedback (where you consent)
Manage our practice operations, including administration and training
We will not use your personal information for marketing purposes without your explicit consent.
5. How We Store and Protect Your Information
Your information is stored securely:
In the Zanda platform (which uses encrypted, secure servers compliant with Australian privacy and data protection standards)
In physical and electronic records securely maintained by The Naum Centre
We take reasonable steps to protect your information from misuse, interference, loss, unauthorised access, modification, or disclosure. These measures include password-protected systems, secure file storage, and limiting access to authorised personnel only.
6. Disclosure of Your Information
We may disclose your personal information:
To other health practitioners, but only with your consent (unless required by law)
Where legally required (for example, in cases of serious risk to your safety or the safety of others, mandatory reporting of child abuse, or under subpoena)
To professional advisors (e.g., insurers, legal representatives) where necessary and permitted by law
To our technology providers (e.g., Zanda) who assist in securely managing our practice systems
Where disclosure is required, we ensure that recipients are bound by confidentiality obligations and applicable privacy laws.
7. Access to and Correction of Your Information
You have the right to request access to the personal and health information we hold about you and to request corrections if you believe it is inaccurate, incomplete, or outdated.
Requests for access or correction can be made by contacting us using the details at the end of this Policy. We will respond to your request within a reasonable timeframe and may charge a small fee to cover administrative costs.
8. How You Can Make a Privacy Complaint
If you have any concerns about the way we handle your information or believe that your privacy has been breached, please contact us (see details below). We take all complaints seriously and will respond promptly.
If you are not satisfied with our response, you may lodge a complaint with:
The Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au
Or, for health information, the Health Complaints Commissioner (HCC) Victoria: www.hcc.vic.gov.au
9. Updates to This Privacy Policy
We may review and update this Privacy Policy from time to time to reflect changes in legislation, technology, or practice operations. The updated policy will be posted on our website with the updated effective date.
10. Contact Us
For any questions, requests, or complaints about privacy, please contact:
The Naum Centre
Website: www.naumcentre.com.au
Email: info@naumcentre.com.au
Phone: 03 9018 6365
Address: 246 Wood Street, Preston VIC 3072. Australia