INNER CONTINUUM WELLNESS PTY LTD
ABN: 82 696 353 554Address: 721A Riversdale Road, Camberwell VIC 3124, AustraliaEmail: info@icwellness.com.au
1. Introduction
INNER CONTINUUM WELLNESS PTY LTD (hereinafter referred to as "the Company", "we", "us", "our", or "Inner Continuum Wellness") is committed to protecting the personal privacy, health information, and other sensitive information of all clients and website visitors.
The Company provides psychology, clinical hypnotherapy, regression exploration, holistic wellbeing, and spiritual wellbeing services. We understand that clients accessing these services may share information relating to their personal lives, emotions, mental health, family relationships, developmental experiences, beliefs, and other sensitive matters.
We are committed to handling client information with respect, professionalism, care, and transparency, and to taking reasonable steps to protect personal information against unauthorised access, use, modification, or disclosure.
This Privacy Policy explains how we collect, use, store, manage, disclose, and protect personal information, as well as how clients may request access to or correction of their information or make a privacy complaint.
Our privacy practices are guided by applicable Australian legislation, including:
Privacy Act 1988 (Cth)
Australian Privacy Principles (APPs)
Health Records Act 2001 (Vic)
Health Privacy Principles (HPPs)
This Policy applies to visitors to our website, individuals making enquiries, clients booking appointments, and individuals accessing services provided by the Company.
2. Information We Collect
Depending on the type of service selected and the relevant circumstances, we may collect the following information.
2.1 Personal Information
This may include, but is not limited to:
Full name, date of birth, and contact details
Residential address and emergency contact information
Appointment times, service categories, and appointment history
Billing, payment, and invoicing information
Medicare, private health insurance, or NDIS information, where applicable
Referral letters and relevant administrative documents
Other necessary information voluntarily provided by clients
2.2 Health and Sensitive Information
For psychology, clinical hypnotherapy, and other services involving health information, we may collect, where reasonably necessary:
Physical and mental health history
Psychological symptoms, emotional difficulties, and relevant diagnoses
Psychological assessment results, treatment goals, and treatment plans
Clinical consultation notes and treatment progress
Family, developmental, relationship, and social background
Traumatic experiences or other sensitive personal experiences
Relevant information provided by general practitioners, psychiatrists, or other healthcare professionals
We collect only information reasonably related to providing services, maintaining client safety, fulfilling professional responsibilities, or complying with legal obligations.
2.3 Holistic and Spiritual Wellbeing Information
For sound healing, crystal healing, oracle card reading, soul blueprint exploration, regression exploration, and other spiritual wellbeing services, we may collect information voluntarily shared by clients about their personal experiences, interests, beliefs, goals, and service preferences.
Clients are not required to disclose private information unrelated to their chosen services.
Where such information constitutes health information or other sensitive information under applicable law, it will continue to be protected in accordance with relevant privacy legislation.
3. How We Collect Information
We may collect personal information through:
Website contact forms and online booking systems
Client registration and initial intake forms
Disclaimers and consent forms
Face-to-face or remote consultations
Telephone calls, emails, and other communications
Referrals from doctors or other professionals
Third parties authorised by clients
The Halaxy practice management system
Payment, invoicing, and related administrative systems
Where reasonably practicable, we collect information directly from clients.
For general website enquiries, individuals may choose to provide only the contact details necessary for communication. However, additional information may be required for formal appointments, healthcare services, identity verification, insurance claims, or other specific services.
4. Pre-Service Information, Disclaimers and Informed Consent
INNER CONTINUUM WELLNESS PTY LTD respects clients' rights to information, informed decision-making, and personal privacy.
Before clients attend their first appointment for any service, we provide the relevant Disclaimer and Consent Form for them to read, understand, and acknowledge.
This requirement applies to all services provided by the Company, including but not limited to:
Psychology
Clinical Hypnotherapy
Current-Life and Past-Life Style Regression Exploration
Soul Blueprint and Soul Path Exploration
Oracle Card Reading
Sound Healing
Crystal Healing
Other holistic and spiritual wellbeing services
Depending on the nature of the service, the relevant documents explain:
The purpose, nature, and scope of the service
Potential risks and limitations
Differences between service categories
Confidentiality principles and legal exceptions
How personal information is collected, used, and stored
Client rights and responsibilities
Other important matters relevant to the particular service
Clients have the right to ask questions and receive reasonable explanations before signing any documents.
Where consent is required, clients may refuse or withdraw consent in accordance with applicable laws and professional requirements.
If a client does not provide consent necessary for a particular service, we may be unable to provide that service. Where appropriate, we will explain the reasons and any available alternatives.
Signing a Disclaimer or Consent Form does not mean that clients waive their legal rights to privacy, consumer protection, or other protections provided by law.
The Company will maintain appropriate consent records in accordance with the type of service, individual circumstances, and applicable legal requirements.
Disclaimers and Consent Forms supplement this Privacy Policy and do not replace the Company's legal obligations relating to privacy and confidentiality.
5. How We Use Personal Information
We may use client information for the following purposes:
Responding to enquiries and arranging appointments
Providing psychology, clinical hypnotherapy, and other booked services
Conducting psychological assessments, developing treatment plans, and documenting treatment progress
Maintaining client safety and providing appropriate professional support
Sending appointment confirmations, reminders, and necessary administrative communications
Issuing invoices, processing payments, and managing eligible rebates
Communicating with healthcare or support professionals authorised by clients
Fulfilling professional, ethical, legal, and regulatory obligations
Improving practice services and internal administration
We will not use confidential clinical information for unrelated commercial marketing without appropriate consent or another lawful basis.
We do not sell clients' personal information or health information.
6. Confidentiality of Psychology and Clinical Services
We place a high priority on confidentiality within psychology and clinical services.
Information shared during consultations, including mental health conditions, personal experiences, emotions, relationship concerns, and clinical records, is generally treated as confidential.
We will not disclose such information to unrelated third parties unless the client has consented or the disclosure is otherwise permitted, authorised, or required by law.
Circumstances in which information may need to be disclosed include:
Where the client has provided appropriate authorisation or consent;
Where disclosure is required by law, a court order, or another valid legal process;
Where disclosure is necessary to lessen or prevent a serious threat to life, health, or safety, as permitted by applicable law;
Where mandatory reporting obligations apply, including relevant child protection matters;
Where disclosure is necessary for lawfully authorised healthcare, insurance, or funding claims;
Other circumstances where disclosure is permitted or required by law.
Where disclosure is necessary, we will endeavour to limit the information disclosed to what is reasonably necessary for the relevant purpose.
7. Heidi AI-Assisted Clinical Documentation
To support the accuracy, completeness, and administrative efficiency of clinical documentation, we may use Heidi AI as an assisted clinical documentation tool for specific services.
7.1 Scope of Use
Heidi AI may only be used for the following two service categories:
Psychology Sessions
Clinical Hypnotherapy Sessions
The Company does not use Heidi AI for other holistic or spiritual wellbeing services.
These services include, but are not limited to:
Current-Life and Past-Life Style Regression Exploration
Soul Blueprint and Soul Path Exploration
Oracle Card Reading
Sound Healing
Crystal Healing
Other holistic and spiritual wellbeing services
7.2 Purpose of Use
Where appropriate, Heidi AI may be used to:
Assist in organising consultation content
Generate draft clinical notes
Assist in organising treatment-related information
Improve the efficiency of clinical documentation
AI-generated content is used only as an assistance tool and does not replace the professional judgement of the psychologist or relevant clinical practitioner.
The responsible practitioner reviews, edits, and confirms the final clinical records.
7.3 Client Information and Consent
Before using Heidi AI to process consultation content, we will explain to clients:
The purpose of using the tool
Whether consultation audio, transcripts, or written information will be processed
How the relevant information may be used, stored, and handled
Any relevant third-party service providers
The client's right to refuse or withdraw consent
We will obtain appropriate informed consent before using Heidi AI.
Clients may choose not to consent to the use of Heidi AI. Refusing Heidi AI will not affect their right to receive psychology or clinical hypnotherapy services.
If a client does not consent, we will use another appropriate method to document the consultation.
7.4 Data Processing and Security
When Heidi AI is used, relevant consultation information may be processed in accordance with the provider's technical infrastructure, privacy policy, contractual terms, and the actual account configuration used by the Company.
We take reasonable steps to assess its data security, confidentiality measures, and compliance with applicable privacy requirements.
Specific arrangements concerning data retention, audio processing, deletion, third-party access, and overseas processing depend on the Heidi service configuration and applicable terms.
We will not use clients' clinical information for purposes unrelated to providing services without appropriate authorisation or another lawful basis.
8. Privacy of Children and Adolescents
We recognise the importance of protecting the privacy, dignity, and psychological safety of children and adolescent clients.
For clients under 18 years of age, the collection, use, and disclosure of personal information will be considered in light of their age, maturity, understanding, decision-making capacity, individual circumstances, and applicable law.
Parents or guardians do not automatically have unrestricted access to all confidential information disclosed by an adolescent during consultations.
We encourage appropriate family involvement while respecting the adolescent client's privacy, developing autonomy, and therapeutic relationship.
Where safety concerns, legal obligations, or other lawful grounds for disclosure arise, it may be necessary to share relevant information with parents, guardians, or appropriate authorities.
Confidentiality arrangements and their limitations will be explained to clients and relevant parties at the commencement of services, according to individual circumstances.
9. Information Management Across Different Service Categories
The Company provides both professional mental healthcare services and non-clinical holistic and spiritual wellbeing services.
Different services may involve different professional obligations, purposes, and informed consent requirements.
We do not automatically use all information collected during one service for another service simply because a client accesses multiple services.
For example:
Psychology records are not automatically used for oracle card reading or soul blueprint services;
Clinical hypnotherapy records are not automatically used for sound healing or crystal healing;
Personal information shared during non-clinical services is not automatically treated as a psychological diagnosis or clinical assessment.
Where information needs to be used or shared across different service categories, we will obtain appropriate consent or rely on another lawful basis, as applicable.
The Company takes reasonable steps to protect personal information collected across different services in accordance with applicable laws and professional requirements.
10. Halaxy and Third-Party Service Platforms
We may use third-party service platforms to assist with the daily operation of our practice.
In particular, Halaxy may be used for:
Online bookings and appointment management
Client registration and information collection
Sending Disclaimers and Consent Forms
Clinical notes and document management
Appointment reminders
Invoicing and payment administration
Medicare, NDIS, or other applicable funding-related administration
We may also use other payment providers, website hosting services, email providers, and technical support services.
These providers may process necessary client information according to the functions they provide and their contractual arrangements.
We take reasonable steps to assess the information protection measures of relevant platforms and comply with applicable privacy laws.
Clients may also review the privacy policies published by the relevant third-party service providers.
11. Storage and Security of Personal Information
We take reasonable technical, administrative, and physical security measures to protect client information against:
Unauthorised access
Loss or damage
Improper use
Unauthorised modification
Unlawful disclosure
Other information security risks
These measures may include:
Practice management systems with access controls
Password protection and other appropriate security measures
Restricted access to clinical and administrative records
Secure storage of electronic and paper documents
Appropriate internal confidentiality procedures
Secure destruction or de-identification of information that is no longer required, where legally permitted
Although we take reasonable precautions, no internet transmission or electronic storage system can be guaranteed to be completely secure.
If a data breach occurs, we will assess and respond to the incident in accordance with applicable laws and notify affected individuals and relevant authorities where required.
12. Retention of Client Records
We retain personal information and health records in accordance with applicable laws, professional standards, and reasonable business needs.
For health services provided in Victoria, applicable health record retention requirements generally include:
Adult clients: Records must generally be retained for at least seven years after the last occasion on which a relevant health service was provided.
Clients who were minors: Records must generally be retained until the individual reaches at least 25 years of age.
Where other laws, professional requirements, or specific circumstances require longer retention periods, we will comply with those requirements.
For personal information that does not constitute a health record, we determine appropriate retention periods according to applicable laws and legitimate operational needs.
Once relevant retention obligations have been satisfied, records will be managed in accordance with legal requirements and appropriate information security procedures.
13. Disclosure of Information to Third Parties
Where appropriate authorisation or another lawful basis exists, we may disclose necessary information to:
Referring general practitioners, psychiatrists, or other healthcare professionals
Medicare and relevant government agencies
NDIS plan managers, support coordinators, or relevant funding bodies
Private health insurers
WorkSafe, TAC, or other applicable compensation and insurance bodies
Legitimate technology and administrative service providers
Legal advisers and professional regulatory bodies
Courts, tribunals, or authorities lawfully entitled to request information
We will not automatically disclose confidential consultation information merely because a family member, employer, or other third party requests it.
Any disclosure must have an appropriate legal basis.
14. Overseas Data Processing and Disclosure
Some technology platforms, website hosting services, email systems, or other service providers used by the Company may involve data storage, technical support, or information processing outside Australia.
Overseas processing does not necessarily constitute an overseas disclosure for the purposes of applicable privacy legislation. We will assess relevant obligations according to the actual service arrangements and applicable laws.
Where personal information may be disclosed to overseas recipients, we will take reasonable steps required by applicable law and, where legally required and reasonably practicable, provide information about the relevant countries or regions.
For technology services involving health information, we pay particular attention to data security, confidentiality, and applicable Australian privacy requirements.
15. Website Cookies and Usage Information
Our website may use cookies or similar technologies to maintain website functionality, improve the visitor experience, and understand general website usage.
Depending on the website's actual configuration, information collected may include:
Browser type
Device and operating system information
IP address
Website access times
Page views and general usage information
Where the website uses analytics, advertising tracking, or other non-essential technologies, we will provide relevant information and choices according to the technologies used and applicable legal requirements.
Visitors may manage certain cookies through their browser settings.
16. Email and Online Communications
Clients may contact us by email or through website contact forms.
We take reasonable measures to protect information received through these channels. However, ordinary email and internet communications may involve security risks and cannot be guaranteed to be completely confidential.
We recommend that clients avoid submitting unnecessary detailed clinical information, identity documents, or other highly sensitive information through general website contact forms.
For urgent mental health concerns or immediate safety risks, clients should not rely on ordinary email or website messages to obtain immediate assistance.
17. Accessing and Correcting Personal Information
Clients have the right, subject to applicable laws, to request access to personal information we hold about them or to request corrections to information that is inaccurate, incomplete, outdated, or misleading.
Requests may be submitted by email to:
info@icwellness.com.au
To protect client privacy, we may need to verify the identity of the person making the request.
We will process requests in accordance with applicable laws.
In certain circumstances permitted by law, access to particular information may be restricted or may need to be provided through another lawful arrangement.
Where a reasonable access fee is legally permitted, we will inform the client in advance.
18. Privacy Complaints and Complaint Handling
If clients have questions or complaints about how their personal information is collected, used, stored, disclosed, or otherwise handled, they may contact us at:
INNER CONTINUUM WELLNESS PTY LTD
Email: info@icwellness.com.auAddress: 721A Riversdale Road, Camberwell VIC 3124
We will carefully review complaints and generally aim to provide a response within 30 days.
If clients are dissatisfied with our response or wish to obtain further information about their privacy rights, they may contact:
Office of the Australian Information Commissioner (OAIC)Website: www.oaic.gov.au
Health Complaints Commissioner Victoria (HCC)Website: www.hcc.vic.gov.au
Whether a particular complaint falls within the jurisdiction of either authority will depend on the nature of the complaint, applicable laws, and the authority's jurisdiction.
19. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in legislation, the scope of our services, technology systems, professional requirements, or internal operations.
The updated version will be published on the Company's website and will include the latest revision date.
We encourage clients to review this Policy periodically to remain informed about our current personal information management practices.
20. Contact Us
For questions about this Privacy Policy or the protection of personal information, please contact:
INNER CONTINUUM WELLNESS PTY LTD
ABN: 82 696 353 554
Address: 721A Riversdale Road, Camberwell VIC 3124, Australia
Email: info@icwellness.com.au