Privacy Policy
We are committed to protecting your privacy and handling your personal information responsibly. We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles, the Health Records and Information Privacy Act 2002 (NSW), the NDIS Act 2013 (Cth), the NDIS Quality and Safeguarding Framework, and the Speech Pathology Australia Code of Ethics.
This Privacy Policy explains how we collect, use, store, and protect your personal information.
What Information We Collect
We collect personal information to provide you with speech pathology services. This may include:
Personal Details
- Name, date of birth, address, and contact details
- Medicare number, health fund details, NDIS participant number
- Identity documents
- Bank account details (for refunds or payments)
Health Information
- Diagnosis and functional capacity
- Therapy goals and progress
- Assessment results and reports
- Medical history and treating practitioners
- NDIS plans and supports
Other Information
- Family details and custody arrangements
- Communication preferences (e.g., if you need an interpreter)
- Correspondence with us
- Information about referrals and external providers
Why We Collect It
We collect your information to:
- Provide assessment and therapy services tailored to your needs
- Create and review therapy plans and goals
- Communicate with you about appointments and services
- Process payments and claims (NDIS, Medicare, Private Health)
- Comply with legal and professional obligations
- Improve our services and train staff
How We Collect Your Information
We collect information:
Directly From You
- Intake forms and assessment paperwork
- During appointments, phone calls, and emails
- Through our website, participant portal, our secure customer relationship management system, Zanda or Stripe payment system
From Others (With Your Consent)
- GPs, paediatricians, and other health professionals
- Schools, preschools, and childcare centres
- NDIS (National Disability Insurance Agency)
- Your representatives, nominees, or family members
- Support coordinators and plan managers
Information We Collect From Our Website
When you visit www.allcommunication.com.au, we may collect:
- Your IP address
- Pages you visit and time spent on our website
- Your browser type and operating system
- The website you came from and where you go next
This information is collected through cookies and similar technologies to help us improve our website and understand how it’s being used.
Cookies
Cookies are small data files stored on your device when you visit our website. We use cookies to:
- Remember your preferences
- Understand how you use our website
- Improve website functionality
You can configure your browser to reject cookies, but this may affect some features of our website.
Information You Provide
If you submit a form on our website (such as a contact form or group enrolment form), we collect the information you provide, including:
- Your name and contact details
- Your enquiry or message
- Any other information you choose to share
Third-Party Websites
Our website may contain links to other websites (such as NDIS resources or professional organisations). These external websites are not covered by this Privacy Policy. We are not responsible for the privacy practices of third-party websites and encourage you to read their privacy policies.
How We Use and Share Your Information
How We Use It
We use your information to:
- Deliver speech pathology services
- Communicate with you about appointments, therapy, and progress
- Process invoices and payments
- Meet our legal, professional, and NDIS obligations
- Improve service quality and train clinicians
Who We Share It With
We only share your information when necessary and appropriate with your consent:
For Therapy Services:
- Health professionals (GPs, OTs, psychologists, paediatricians)
- Schools, preschools, and teachers
- Support coordinators
- Other therapists involved in your care
For NDIS Services:
- The NDIA (for plan-managed and agency-managed participants)
- Your plan manager (for plan-managed participants)
For Payments:
- Stripe (for school, preschool, and telehealth appointments)
- Medicare
- Your private health fund
As Required by Law:
- Courts or tribunals
- Law enforcement agencies
- Child protection authorities
- Government agencies (e.g., Australian Taxation Office)
For Government Reporting:
Where we are required to report to government funding bodies (such as the NDIS), the information provided is non-identifiable and relates only to:
- Services and support hours provided
- Age ranges
- Disability types
- Language background
- Nationality
This reporting helps improve disability services but does not identify you personally.
We will not share your information with anyone else without your permission unless required by law.
Your Consent
Consent to Release Information
When you commence services with us, we’ll ask you to complete a Consent to Release form. This tells us who we can share your information with (such as your GP, school, or other professionals).
You can update or withdraw your consent at any time by contacting us.
Other Consent Forms
Depending on your services, we may also ask you to consent to:
- Telehealth sessions (privacy and technology considerations)
- Photos or videos for social media or promotional purposes (optional)
- Provision of services with a student or supervisor present
Protecting Your Information
Security Measures
We take your privacy seriously and protect your information by:
- Storing paper records in locked filing cabinets
- Using password-protected computer systems with access restricted to authorised staff only
- Training all staff on confidentiality and privacy obligations
- Following the Speech Pathology Australia Code of Ethics and NDIS Code of Conduct
- Storing and managing client information electronically through Zanda, a secure, encrypted CRM platform with access restricted to authorised staff
- Processing payments through Stripe, a secure payment platform that encrypts all financial information and restricts access to authorised personnel
- Engaging a professional IT provider to proactively monitor our systems, manage security updates, respond to potential threats, and ensure our technology infrastructure meets current security standards – providing an additional layer of protection for your information
Staff Responsibilities
All our staff are required to:
- Sign confidentiality agreements and our Code of Conduct
- Maintain the privacy and confidentiality of all client information
- Only access information necessary for providing your services
- Comply with this Privacy Policy and all relevant privacy laws
- Uphold Speech Pathology Australia’s Code of Ethics, including Standard 2.1 on consent, privacy and confidentiality
How Long We Keep It
We keep your information for as long as required by professional standards (usually 7 years after your last appointment, or up until the age of 25 for children under 18) and then securely destroy it.
Data Breaches
We take steps to prevent unauthorised access to your information. If a data breach occurs, we will:
- Take immediate action to secure your information and investigate the cause
- Notify you if you are affected
- Report serious breaches to the Office of the Australian Information Commissioner (OAIC) if required
- Take steps to prevent future breaches
Breach of Privacy by Staff
If a staff member breaches this Privacy Policy or handles your information inappropriately:
- The matter will be investigated
- Appropriate action will be taken, which may include disciplinary measures up to and including termination of employment
- You will be informed of the breach and the actions taken
- We will take steps to prevent it from happening again
Your Rights
Access Your Information
You have the right to see the information we hold about you. To request access:
- Contact us by phone or email
- We’ll respond within 30 days
- We may need to verify your identity first
Correct Your Information
If any information we hold is incorrect, incomplete, or out of date, you can ask us to correct it. We will update our records and let you know when it’s done.
Access or Correction May Be Refused
In some limited situations, we may not be able to provide access or make corrections (for example, if it would impact someone else’s privacy or if we’re legally required to keep the information as is). If this happens, we will explain why.
Privacy Complaints
If you believe we have mishandled your personal information, you can make a complaint.
How to Complain
Contact us by phone, email, or in writing. Please include:
- Your contact details
- A clear description of your concern
- Any relevant details or dates
What Happens Next
- We will acknowledge your complaint
- We will investigate the matter
- We will respond within 30 days with our findings and any actions we have taken
Still Not Satisfied?
If you’re unhappy with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
- Phone: 1300 363 992
- Website: www.oaic.gov.au
The OAIC is independent and can investigate privacy complaints.
Policy Updates
We may update this Privacy Policy from time to time. The current version will always be available on our website at www.allcommunication.com.au.