Your privacy.

Information we collect and use.

Life Psychology Australia collects personal information through booking, intake and the provision of psychological care. This can include:

• Your name, contact details and date of birth.
• Appointment details, session preferences and payment or funding information.
• Medicare and referral information where relevant to your appointment.
• Health information you provide and the clinical records your psychologist creates.

This information supports psychological care, appointment administration and reminders, payment and funding arrangements, and the maintenance of clinical records. Website and booking activity information is described under website measurement below.

If you have a question about information requested in a form, ask the practice what it is needed for.

Audio transcription and AI-assisted notes.

This optional transcription process uses audio, not a video recording. With your consent, Microsoft Azure Speech converts audio to text. Text is then used to help draft clinical notes with Azure OpenAI.

Removing identifying details

Before text is sent for AI note drafting, automated checks remove identifying details they detect. These checks may miss information; they do not guarantee that all identifying details have been removed.

Transcripts and clinical records are different

The note-drafting system is designed to clear the working transcript after a draft note is saved, with cleanup for interrupted sessions. This does not mean every copy is deleted immediately: clinical records, backups and service-provider systems have separate retention arrangements.

Your clinical notes are retained as part of your health record. AI assists with drafting; your psychologist remains responsible for reviewing the notes and making clinical decisions.

Microsoft’s processing terms

Microsoft may retain and review selected text for abuse monitoring under its service terms. Microsoft states that prompts and responses are not used to train its foundation models without the service customer’s permission or instruction. Processing and retention depend on the service and configuration.

Read Microsoft’s information about AI data handling.

Confidentiality and sharing.

Your psychologist has duties of confidentiality. Information may be shared with your consent, for care-related purposes permitted by law, or where disclosure is required or authorised by law.

Examples include legally required reports and disclosures permitted to address a serious threat to health or safety. The circumstances and legal conditions matter; confidentiality is not an absolute promise that information can never be shared.

Medicare care also involves reports to the referring practitioner. You can ask your psychologist what is recorded, who may receive information and how the boundaries apply to your care.

Professional responsibilities

Registered psychologists are subject to the Psychology Board of Australia’s Code of conduct, alongside applicable privacy law and record-keeping obligations. The Board’s current code took effect on 1 December 2025.

Ahpra: the Code of conduct for psychologists · OAIC guidance on sharing health information

Storage and service providers.

Practice systems are designed to protect information using encryption, authentication and access permissions. The safeguards that apply depend on the system and service involved.

We use external services to support practice administration and care, including Microsoft Azure for the transcription and note-drafting process described above.

Card payments

Card payments on our website, including the payment pages linked from our emails, are processed by Stripe, a payment company. Stripe receives your email address and, usually, your name, the amount, and the card details you enter in its payment form or a payment token from Apple Pay or Google Pay. Since 26 October 2026 we do not send Stripe the type of appointment or how it is funded, although the amount can reflect it; payments set up before then may still show it in Stripe. When you book online, your name and email address are passed to Stripe’s payment form when it appears, even if you do not go on to pay, and Stripe may email you a receipt. Before 26 October 2026 your phone number was passed to it too, and Stripe may still hold it. Stripe also receives information about your device and browser when its payment code loads on our booking and payment pages. When you open a payment link from our emails, we set up the payment with Stripe, and may create or reuse a Stripe customer record with your name and email address, before you press Pay, even if you do not go on to pay.

The full card number you enter goes directly to Stripe: we never see it. We can see limited details, such as the type of card and its last four digits. If you pay with Apple Pay or Google Pay, Apple or Google also handle the payment under their own terms. Stripe may process this information in other countries, including the United States and India.

Our payment forms ask before keeping your card for later payments, for example with the “Save my card for next time” box. If you would like a kept card or your Stripe customer record removed, contact the practice.

Our payment pages no longer offer Link, Stripe’s service for saving your payment details to use with other businesses. If you have a Link account, Stripe manages it; you can change or close it at link.com.

Read Stripe’s privacy policy.

Processing outside Australia

Some service providers may process information outside Australia. The location and retention arrangements depend on the service and its configuration. This policy does not promise that all information is processed only in Australia. For example, Google, whose advertising code ran on our website until 28 September 2026, may process the website information it received in the United States.

Contact the practice if you need more information about a service provider or how your information is stored and processed.

Access permissions limit who can view practice information. Microsoft publishes certifications for applicable Azure services; those platform certifications do not certify this practice or replace our responsibility for how services are configured and used.

Access, correction and retention.

You can request access to the personal information we hold about you and ask for inaccurate information to be corrected. Contact the practice and describe the information you want to access or the correction you are seeking.

Ask how to verify your identity and provide documents before emailing identification or clinical records. You can also explain how you would prefer to receive a response.

Legal exceptions can affect access. OAIC guidance explains when access can be limited, the need for written reasons when a request is refused, and how to complain.

Asking for information to be deleted

You can ask about deletion, but this is not an unconditional right to have a health record erased. Records may need to be kept to meet legal and professional obligations. Ask which retention requirements apply to your information.

OAIC: accessing your health information · Correcting your health information

Website use and advertising measurement.

We use website and booking activity information to understand how the site works and whether advertising leads to appointments. This can include pages visited, booking steps, device or browser information, session identifiers and advertising attribution.

Our own website measurement

Page views and booking events can be recorded in our own systems. Session and appointment identifiers can link activity across the booking journey. This is different from sending information to an advertising platform, and it is not a promise of anonymous browsing.

Google advertising

Since 28 September 2026, our website no longer loads Google's advertising code. We still advertise on Google. When you arrive from a Google ad, the web address carries a click code from Google. Our website keeps that code in your browser and in our own records, so we can count visits and bookings that came from our ads. We do not send it back to Google.

Before 28 September 2026, Google's advertising code ran on our website. Until August 2026 it loaded on every page. During August and September 2026 we stopped it loading on pages about particular conditions, NDIS pages, private appointment links, rebooking links we send to existing clients, pages opened with a service already chosen, and the booking confirmation page. It sent Google information such as the page address and title, browser details, any Google ad click code, and when the booking window was opened.

Information remembered on your device

The booking form does not save your name, contact details or other answers on your device. While you are booking, what you type is kept in that browser tab only, so a refresh doesn’t lose it, and it is cleared when you close the tab. Older versions of the form remembered contact details on the device; the site now removes them the next time you visit. The site also uses browser storage for advertising attribution.

If you have a question about measurement or information associated with a booking, contact the practice.