Privacy Policy

Privacy Policy 

Speech Haven is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information. 

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). The APPs govern how we collect, use, disclose, store, secure, and dispose of your Personal Information. 

A copy of the Australian Privacy Principles may be obtained from the Office of the Australian Information Commissioner at https://www.oaic.gov.au/⁠.

1. What is Personal Information and Why We Collect It 

Personal Information is information or an opinion that identifies an individual. 

Examples include: 

·       Names 

·       Addresses 

·       Date of birth

·       Email addresses 

·       Phone numbers 

·       Health and clinical information 

We collect Personal Information in order to provide our services, communicate with clients, manage appointments, provide reports, and meet legal and funding obligations. 

This information is collected through: 

·       Interviews and intake forms 

·       Correspondence (email, phone, written communication) 

·       Clinical sessions (in-person or telehealth) 

·       Online booking or practice systems 

·       Referrals from third parties (e.g. GPs, schools, allied health professionals) 

·       Cookies or website analytics (if applicable) 

We do not guarantee the privacy practices of third-party websites. 

Where appropriate, we will explain why information is being collected and how it will be used. 

2. Sensitive Information 

Sensitive information includes health information and other information defined under the Privacy Act, such as: 

·       Health information 

·       Ethnicity or cultural background (where relevant to care) 

·       Membership of professional or support organisations 

·       Other clinical or assessment-related information 

Sensitive information will be used only: 

·       For the primary purpose for which it was collected 

·       For a directly related secondary purpose 

·       With your consent 

·       Where required or authorised by law 

3. Third Parties 

Where reasonable and practicable, we collect Personal Information directly from you. 

In some cases, we may receive information from third parties such as: 

·       Medical practitioners and specialists 

·       Schools and education providers 

·       NDIS providers, plan managers, and support coordinators 

·       Other allied health professionals 

·       Government agencies or funding bodies 

Where this occurs, we take reasonable steps to ensure you are aware that information has been provided. 

4. Why We Collect Personal Information 

We collect and use Personal Information to: 

·       Provide speech pathology assessment and therapy services 

·       Develop and review treatment plans 

·       Prepare clinical reports and documentation 

·       Support communication in home, school, and community settings 

·       Manage appointments and administration 

·       Process billing and funding (including NDIS and Medicare) 

·       Deliver telehealth services 

·       Meet legal, professional, and regulatory requirements 

·       Improve service quality and outcomes 

5. Disclosure of Personal Information 

Personal Information may be disclosed: 

·       To third parties where you consent 

·       To health professionals involved in your child’s care (with your consent)

·       To schools and education providers (with consent where required) 

·       To NDIS-related stakeholders where applicable 

·       To Medicare, insurers, or funding bodies 

·       Where required or authorised by law 

We do not sell or misuse Personal Information. 

6. Medicare Referrals (EPC / Chronic Disease Management Plans) 

Where services are provided under a Medicare Chronic Disease Management (CDM) plan (formerly EPC): 

·       We receive referrals from your GP, who remains responsible for overall care coordination 

·       We may receive relevant medical and referral information from your GP 

·       We provide clinical feedback to your GP, including assessment results, progress, and outcomes 

·       Reports are provided at key stages or as requested by the GP 

This sharing forms part of coordinated care under Medicare requirements. Where required, consent may also be obtained for additional disclosures. 

7. NDIS Services 

Where services are provided under the NDIS: 

·       Information is collected to deliver funded supports 

·       We may communicate with participants, nominees, plan managers, and support coordinators 

·       Information may be used for reporting, plan reviews, and compliance 

·       We comply with NDIS Practice Standards

Disclosure occurs only with consent or where required by law 

8. Victorian Information Sharing Schemes (CISS, FVISS, MARAM) 

We may be required or authorised to share information without consent under: 

·       Child Information Sharing Scheme (CISS) 

·       Family Violence Information Sharing Scheme (FVISS) 

·       Multi-Agency Risk Assessment and Management Framework (MARAM) 

These frameworks support the safety and wellbeing of children and individuals at risk of family violence.  

9. Security of Personal Information 

Personal Information is stored securely to protect it from misuse, loss, or unauthorised access. 

We use: 

·       Secure clinical practice systems 

·       Password-protected devices 

·       Encrypted cloud storage 

·       Locked physical storage (where applicable) 

·       Access is limited to authorised staff only. 

When no longer required, information is securely destroyed or de-identified, except where retention is required by law (including minimum 7-year record retention requirements). 

10. Access to Your Personal Information 

You may request access to or correction of your Personal Information. 

Requests must be made in writing to the Privacy Officer. 

We may refuse access where permitted or required by law. 

We may request identification to protect your privacy. 

11. Maintaining the Quality of Your Personal Information 

We take reasonable steps to ensure your Personal Information is: 

·       Accurate 

·       Complete 

·       Up to date 

Please notify us if your details change so we can update our records. 

12. Policy Updates 

This Privacy Policy may be updated from time to time. The latest version will be available on our website or by request.

13. Privacy Complaints and Enquiries 

If you have any questions or complaints about this Privacy Policy or how your information is handled, please contact us: 

Privacy Officer: Lily Petroff

Practice Name: Speech Haven

Email: Lily@speechhaven.com.au

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC): https://www.oaic.gov.au/⁠