Therapy Near Me Privacy Policy

Effective date: 19 August 2026
Last updated: 19 August 2026
Version: 2.0

1. About This Privacy Policy

Therapy Near Me Pty Ltd (ABN 73 687 817 750), referred to in this Privacy Policy as “Therapy Near Me”, “we”, “us” or “our”, is committed to protecting personal information and health information.

This Privacy Policy explains:

• the kinds of personal information we collect and hold;
• how we collect and store information;
• why we use and disclose information;
• the organisations and people to whom information may be disclosed;
• when information may be processed or accessed outside Australia;
• how individuals can request access to or correction of their information;
• how privacy complaints are handled; and
• how to contact Therapy Near Me about privacy.

Therapy Near Me handles personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable Commonwealth, state and territory privacy and health-records laws.

Additional requirements may apply under professional codes, registration standards, funding arrangements and the NDIS Code of Conduct, depending on the service and practitioner involved.

This Privacy Policy applies to information handled through our website, referral and intake processes, clinical and allied-health services, telehealth services, practice-management systems, communications, payment processes, complaints, recruitment, professional outreach and business operations.

This Privacy Policy explains our general information-handling practices. It is not, by itself, blanket consent for every collection, use or disclosure. Therapy Near Me may provide additional collection notices and request separate consent where this is required or appropriate.

2. Who This Privacy Policy Covers

This Privacy Policy may apply to personal information about:

• current, former and prospective clients;
• NDIS participants;
• children and young people receiving services;
• parents, guardians, nominees and authorised representatives;
• family members, carers and emergency contacts;
• GPs, referrers, support coordinators and other treating or support professionals;
• plan managers, insurers, employers and funding representatives;
• people making enquiries, referrals, complaints or providing feedback;
• website visitors and people using online forms or chat functions;
• practitioners, contractors, employees, students and job applicants;
• authors, reviewers, researchers and professional collaborators;
• suppliers and business contacts; and
• other people who communicate or interact with Therapy Near Me.

3. Meaning of Personal, Sensitive and Health Information

Personal information is information or an opinion about an identified individual or an individual who is reasonably identifiable.

Sensitive information includes health information and certain information about matters such as racial or ethnic origin, religious beliefs, sexual orientation, disability, criminal history and professional or trade-union membership.

Health information includes information or an opinion about a person’s physical, psychological or mental health, disability, symptoms, diagnoses, treatment, support needs, medications, assessments, health services and related personal circumstances.

Health information is sensitive information and receives additional protection under Australian privacy law.

4. Information We May Collect and Hold

Depending on the person’s relationship with Therapy Near Me and the services requested, we may collect and hold the following information.

4.1 Identity and contact information

This may include:

• name;
• date of birth;
• pronouns;
• residential, postal or service address;
• email address;
• telephone number;
• preferred communication method;
• emergency-contact details; and
• details of a parent, guardian, nominee, representative or other authorised person.

4.2 Health, disability and clinical information

This may include:

• medical, psychological and mental-health history;
• disability and functional information;
• symptoms, diagnoses and medications;
• treatment, therapy and support history;
• assessment results;
• referral information;
• risk and safety information;
• treatment, behaviour-support or service plans;
• clinical and progress notes;
• goals, preferences and support requirements;
• cultural, language, communication and accessibility needs;
• reports, letters and professional opinions;
• information supplied during appointments or assessments; and
• information relevant to providing safe and appropriate services.

4.3 NDIS and funding information

This may include:

• NDIS number;
• plan dates and funding-management type;
• relevant plan goals and approved supports;
• plan-manager and support-coordinator details;
• service agreements;
• funding approvals;
• claim and invoice information;
• Medicare information;
• GP referrals and Mental Health Treatment Plans;
• insurer, employer, EAP or compensation-scheme information; and
• other information needed to verify eligibility or process payment.

4.4 Government and healthcare identifiers

Where necessary and permitted, we may collect identifiers such as:

• Medicare numbers;
• Individual Healthcare Identifiers;
• NDIS numbers;
• claim numbers;
• insurer or compensation-scheme identifiers; and
• other identifiers required to deliver, bill or coordinate an authorised service.

We will not use a government-related identifier as Therapy Near Me’s own general identifier unless the law permits or requires it.

4.5 Financial and transaction information

This may include:

• billing contact details;
• payment status;
• invoice and account history;
• partial payment-card information supplied by a payment processor;
• bank-transfer details;
• refunds;
• debt-recovery communications; and
• plan-manager, insurer or other payer information.

Payment-card details are generally collected and processed by an approved payment provider rather than being stored in full by Therapy Near Me.

4.6 Communications and administrative information

This may include:

• emails, SMS messages and letters;
• telephone and voicemail information;
• online enquiries and chatbot messages;
• booking and cancellation information;
• consent forms;
• uploaded documents;
• complaint and feedback information;
• incident information;
• portal activity; and
• records of communications with authorised third parties.

4.7 Website and technical information

When a person uses our website or online services, we may collect:

• IP address;
• browser and device information;
• approximate location derived from an IP address;
• pages visited;
• referral source;
• date and time of access;
• cookie and analytics information;
• form-submission information; and
• security and diagnostic logs.

We do not intentionally provide the contents of clinical, referral or health-information forms to advertising providers.

4.8 Practitioner, applicant and business information

For practitioners, contractors, employees, students, applicants and business contacts, we may collect:

• qualifications and professional history;
• Ahpra or other registration details;
• professional memberships;
• curriculum vitae and application materials;
• identity and right-to-work information;
• references and background-check information;
• insurance and credentialling information;
• supervision and performance information;
• payroll, banking and tax information;
• availability and service information; and
• professional contact details.

5. How We Collect Information

We may collect information directly from an individual through:

• telephone calls;
• email, SMS or secure messaging;
• website and referral forms;
• intake and consent forms;
• appointments and assessments;
• telehealth services;
• the client portal;
• documents uploaded or supplied to us;
• payment and booking processes;
• complaints and feedback;
• chatbot or online-chat functions; and
• other direct communications.

We may also collect information from another person or organisation where the individual has consented, where the person providing the information has appropriate authority, where collection from the individual would be unreasonable or impracticable, or where collection is required or authorised by law.

These sources may include:

• parents, guardians, nominees and authorised representatives;
• family members and carers;
• GPs and other healthcare practitioners;
• hospitals and health services;
• support coordinators and recovery coaches;
• plan managers;
• the NDIA or NDIS Quality and Safeguards Commission;
• Medicare and Services Australia;
• employers, EAP providers and insurers;
• workers’ compensation and motor-accident schemes;
• schools and other education providers;
• legal representatives;
• emergency services;
• professional and regulatory bodies;
• recruitment agencies and referees; and
• publicly available professional or business sources.

A person referring or providing information about another individual should have appropriate authority or permission to do so and should provide only information relevant to the referral or requested service.

6. Unsolicited Information

Therapy Near Me may sometimes receive personal information that we did not request, such as documents sent by a referrer or information included in an email or form.

We will consider whether we could lawfully have collected the information ourselves. If we could not lawfully collect it and are not legally required to retain it, we will take reasonable steps to securely destroy or de-identify it.

7. Anonymous and Pseudonymous Dealings

Where it is lawful and practicable, individuals may interact with Therapy Near Me anonymously or by using a pseudonym. For example, a person may browse much of our website without identifying themselves or may make anonymous general feedback.

It will usually not be practicable to provide clinical, allied-health, NDIS, Medicare, insurer-funded, billing or emergency-related services without confirming the individual’s identity.

Anonymous complaints may be considered where possible, although anonymity may limit our ability to investigate or respond fully.

8. Collection of Sensitive and Health Information

Therapy Near Me collects only personal information that is reasonably necessary for our functions and activities.

We will generally seek appropriate consent before collecting sensitive information, including health information, unless:

• collection is required or authorised by law;
• a permitted health situation or permitted general situation applies;
• it is unreasonable or impracticable to obtain consent and collection is necessary to lessen or prevent a serious threat to life, health or safety;
• the information is necessary to establish, exercise or defend a legal or equitable claim; or
• another lawful exception applies.

Consent must be informed, voluntary, current and specific and must be given by a person with capacity or by someone with lawful authority to act for them.

Where consent is relied upon, it may generally be withdrawn prospectively. Withdrawal will not affect actions already lawfully taken. We will explain if withdrawing or declining consent affects our ability to provide a particular service.

9. Why We Collect, Hold, Use and Disclose Information

We may handle personal information for purposes including:

• assessing enquiries, referrals and service suitability;
• matching clients with suitable practitioners;
• providing psychology, counselling, speech pathology, social work, behaviour support, support coordination and related services;
• conducting assessments and preparing reports;
• obtaining and documenting informed consent;
• developing, delivering and reviewing treatment, support or service plans;
• maintaining clinical, administrative and financial records;
• managing appointments, reminders and cancellations;
• providing telehealth services;
• communicating with clients and authorised representatives;
• communicating with authorised members of a client’s treatment or support team;
• responding to risks, incidents, complaints or safety concerns;
• processing private payments, Medicare claims, NDIS invoices and other funding claims;
• confirming funding, approval or eligibility;
• preparing invoices, statements, receipts and account records;
• following up overdue accounts and undertaking lawful debt-recovery activities;
• meeting professional, legal, insurance, contractual and regulatory obligations;
• conducting audits, quality assurance, staff training and service improvement;
• managing practitioners, contractors, employees, students and applicants;
• investigating suspected fraud, misuse, misconduct or security incidents;
• maintaining website, system and information security;
• managing professional partnerships and business operations;
• contacting professional or business contacts where lawful;
• producing de-identified statistics, analysis and service-planning information; and
• other purposes that have been disclosed and appropriately authorised.

If personal information is to be used for a materially different purpose, we will seek consent or confirm that another lawful basis applies.

10. When We May Disclose Information

Therapy Near Me may disclose personal information to the extent reasonably necessary for an authorised purpose.

Recipients may include:

• the practitioner providing the service;
• authorised Therapy Near Me administrative personnel;
• contractors and service providers supporting Therapy Near Me’s operations;
• a parent, guardian, nominee or representative with appropriate authority;
• GPs and other treating healthcare practitioners;
• support coordinators, recovery coaches and plan managers;
• authorised family members, carers or support people;
• Medicare, Services Australia and other government payment bodies;
• the NDIA and the NDIS Quality and Safeguards Commission;
• employers, EAP providers, insurers and compensation schemes;
• legal, accounting, insurance, audit and professional advisers;
• regulators and professional bodies;
• courts, tribunals, law-enforcement agencies and other bodies where disclosure is required or authorised;
• emergency services where necessary;
• payment processors;
• practice-management, telehealth, communications, hosting and information-technology providers;
• debt-recovery providers where an account remains overdue after notice; and
• another person or organisation authorised by the individual or by law.

We will take reasonable steps to disclose only the information necessary for the relevant purpose.

We do not sell or rent identifiable client or health information.

11. NDIS, Medicare, EAP and Other Funders

For an NDIS participant, Therapy Near Me may disclose information reasonably necessary to administer the agreed service, including to a plan manager, support coordinator, authorised representative, the NDIA or the NDIS Quality and Safeguards Commission.

For Medicare services, relevant information may be disclosed to Services Australia, the referring practitioner or another authorised body to process or verify a claim.

For an EAP, employer-funded or insurer-funded service, Therapy Near Me will limit information provided to the employer, EAP provider or insurer to what is authorised, reasonably necessary or legally required.

Attendance, invoicing, functional information or an authorised report may be disclosed where applicable. Clinical session details will not ordinarily be provided to an employer merely because the employer funded the service.

Where a funder requires a report or other information, the client or authorised representative will be informed where reasonably practicable, and appropriate authority will be obtained unless disclosure is otherwise required or authorised by law.

12. Children, Young People and Representatives

Therapy Near Me recognises that children and young people have privacy interests that may be separate from those of a parent or guardian.

We will consider:

• the young person’s age, maturity and capacity;
• the nature of the requested service;
• applicable consent and decision-making laws;
• professional obligations;
• court or guardianship orders;
• safety considerations; and
• the authority of the person requesting information.

A parent or guardian will not automatically be given unrestricted access to every record where the young person has capacity, disclosure would be inappropriate or unsafe, or the law or professional obligations require otherwise.

A guardian, nominee or representative may be required to provide evidence of their identity and authority before Therapy Near Me provides access to information or accepts instructions.

13. Practitioners and Contractors

Practitioners and contractors engaged through Therapy Near Me may access information reasonably necessary to provide or support an authorised service.

They are required to comply with confidentiality, privacy, security and recordkeeping obligations applicable to their role. Registered practitioners may also have independent obligations under their National Board, professional code and applicable law.

Access to information should be limited to what the practitioner or contractor needs to perform their authorised duties.

14. Telehealth and Electronic Communications

Telehealth may involve the electronic transmission of personal and health information.

Therapy Near Me takes reasonable steps to use suitable systems and privacy settings. However, no internet, telephone, email or video service can be guaranteed to be completely free from security or technical risk.

Clients are responsible for taking reasonable steps to protect their own privacy during telehealth, including:

• participating from a private and safe location;
• protecting appointment links and login details;
• using an appropriate device and internet connection;
• advising the practitioner if another person is present; and
• not recording or distributing the appointment without permission.

Clients may be asked to provide their physical location and an emergency contact at the beginning of a telehealth appointment for safety purposes.

Ordinary email and SMS may not be appropriate for highly sensitive or urgent information. Clients should use secure channels where offered and should not use email, chat, website forms or voicemail for emergencies.

15. Session Recordings, Transcription and Artificial Intelligence

Therapy Near Me does not routinely record clinical or allied-health appointments.

A session will not be intentionally audio-recorded or video-recorded without prior disclosure and any consent required by law and professional standards.

Therapy Near Me may use approved AI-assisted documentation, transcription, administrative or communication tools. Where an AI-assisted process involves identifiable health information or requires specific consent, we will provide an additional notice explaining matters such as:

• the purpose of the tool;
• the information involved;
• the service provider;
• how the output will be reviewed;
• available information about storage and overseas processing; and
• whether consent may be declined or withdrawn.

Therapy Near Me does not permit personnel to enter identifiable client or clinical information into unapproved publicly available AI tools.

Final clinical decisions and decisions about accepting or continuing a service are made or reviewed by an appropriately authorised person and are not based solely on an automated system.

If Therapy Near Me introduces an automated system that makes, or substantially assists, a decision reasonably expected to significantly affect an individual’s rights or access to services, this Privacy Policy and the relevant collection notice will be updated as required.

16. Practice-Management, Payment and Telehealth Providers

Therapy Near Me uses third-party systems to support service delivery and administration.

Zanda

Therapy Near Me uses Zanda for functions that may include client records, appointments, online forms, clinical notes, invoices, payments, communications and the client portal.

Zanda states that data for Australian accounts is stored and backed up in Australian AWS data centres. Limited overseas access or processing may occur in circumstances such as authorised after-hours support or through optional integrations.

Zanda privacy and data-residency information:

https://zandahealth.com/us/privacy-policy/

https://support.zandahealth.com/australian-data-residency-and-access

Stripe

Therapy Near Me may use Stripe to process payments. Stripe may collect and process payment and transaction information directly.

Stripe operates internationally, and information may be processed in the United States and other countries in accordance with Stripe’s privacy arrangements.

Stripe Privacy Policy:

https://stripe.com/privacy

Zoom

Therapy Near Me may use Zoom for telehealth, professional supervision or meetings.

Zoom operates globally, and personal information may be processed or stored in the United States and other countries where Zoom or its service providers operate.

Zoom Privacy Statement:

https://www.zoom.com/en/trust/privacy/privacy-statement/

Other providers

Therapy Near Me may also use:

• secure clinical-messaging providers, including Medical-Objects and HealthLink;
• email and SMS providers;
• website-hosting and website-security providers;
• form, chat and communication providers;
• document-storage and backup providers;
• accounting and payment systems;
• analytics providers; and
• professional, legal, insurance and information-technology advisers.

The providers used by Therapy Near Me may change. Current information about significant providers and likely overseas processing is available from the Privacy Officer on request.

17. Overseas Processing and Disclosure

Therapy Near Me primarily operates in Australia. Our main Zanda client-record system for Australian accounts is hosted in Australia.

Some personal information may nevertheless be accessed, processed or disclosed overseas through global payment, telehealth, email, support, cloud or technology providers.

Countries in which information is likely to be processed or accessed include:

• the United States;
• the United Kingdom; and
• other countries in which our global service providers, authorised personnel or subprocessors maintain facilities.

Where Therapy Near Me discloses personal information to an overseas recipient, we will take reasonable steps required under Australian Privacy Principle 8 to ensure that the information is handled appropriately, unless an exception applies.

The exact locations used by a global provider may change. Individuals may contact the Privacy Officer for further information about a particular service provider or information flow.

18. Website, Cookies and Analytics

Our website may use cookies, logs and similar technologies to:

• operate website functions;
• remember preferences;
• maintain security;
• prevent misuse;
• understand website performance;
• analyse general website usage; and
• assess the effectiveness of public information and communications.

Some cookies are necessary for the website to function. Other cookies or analytics tools may be optional.

Browser settings may allow users to block or delete cookies, although doing so may affect website functionality.

Where advertising or analytics tools are used, Therapy Near Me will take reasonable steps to configure them appropriately for a health-service website. We do not intentionally permit referral-form contents, clinical information or uploaded health documents to be used for targeted advertising.

Information entered into a website form, chatbot or online message function may be personal or health information. Users should provide only information reasonably necessary for their enquiry and should not use these channels for emergencies.

19. Direct Marketing and Professional Communications

Therapy Near Me may send existing clients administrative communications about:

• appointments;
• referrals;
• payments;
• service changes;
• consent;
• safety;
• funding; and
• other matters connected with their services.

These operational communications are not direct marketing.

We may send newsletters, service information or other marketing communications where permitted by law. Sensitive information, including health information, will not be used for direct marketing without appropriate consent.

Marketing communications will provide a reasonable way to opt out. An opt-out request will be actioned within the period required by law, although Therapy Near Me may continue sending essential service and administrative communications.

Therapy Near Me may use publicly available professional contact information for reasonable business, referral, research or professional-outreach communications, subject to applicable privacy and electronic-communications laws.

We do not use identifiable clinical information in marketing, advertising, testimonials, photographs or promotional case studies without specific consent or another lawful basis.

20. Quality Assurance, Research and Publications

Therapy Near Me may use de-identified or aggregated information for:

• service evaluation;
• quality assurance;
• internal training;
• business planning;
• statistical analysis;
• identifying service-access trends; and
• research or public-interest reporting.

Reasonable steps will be taken to reduce the risk that de-identified information could be re-identified.

Identifiable client or clinical information will not be included in research reports, publications, case studies, presentations or public resources without specific consent, appropriate legal authority or another applicable approval process.

Where a research activity requires human-research ethics review or another approval, Therapy Near Me will follow the applicable requirements.

21. Data Quality

Therapy Near Me takes reasonable steps to ensure that personal information is accurate, complete, current, relevant and not misleading, having regard to the purpose for which it is held.

Clients, representatives and professional contacts should inform us when relevant information changes.

A professional opinion or clinical note will not necessarily be altered merely because an individual disagrees with it. Where appropriate, a correction, clarification or statement of disagreement may be added to the record.

22. Information Security

Therapy Near Me takes reasonable administrative, technical and physical steps to protect personal information from:

• misuse;
• interference;
• loss;
• unauthorised access;
• unauthorised modification; and
• unauthorised disclosure.

These measures may include:

• approved practice-management and communication systems;
• access controls;
• password and authentication requirements;
• secure storage;
• encryption where supported by the relevant system;
• backups;
• confidentiality obligations;
• staff and contractor privacy requirements;
• privacy and security training;
• system monitoring;
• incident-response procedures; and
• limiting access according to role and need.

No system can be guaranteed to be completely secure. Individuals should contact Therapy Near Me promptly if they believe their information, account, portal or appointment link has been accessed or disclosed without authority.

23. Data Breaches

A data breach may occur when personal information is lost or subjected to unauthorised access, modification or disclosure.

If Therapy Near Me becomes aware of a suspected data breach, we will take reasonable steps to:

• contain the incident;
• assess what information and individuals may be affected;
• reduce the risk of further harm;
• investigate the cause;
• take remedial action; and
• document the response.

Where the Notifiable Data Breaches scheme applies and a breach is likely to result in serious harm, Therapy Near Me will notify affected individuals and the Office of the Australian Information Commissioner as required.

Additional notification obligations may apply to particular health, government or funding systems.

24. Retention and Destruction

Therapy Near Me retains personal and health information for as long as it is reasonably needed for the purpose for which it was collected and for any additional period required by:

• health-records laws;
• professional standards;
• limitation periods;
• Medicare, NDIS, insurer or funding requirements;
• taxation and corporate laws;
• insurance requirements;
• litigation, complaints or investigations; and
• other legal or regulatory obligations.

Different retention periods may apply according to the person’s age, the profession involved, the service provided, the funding arrangement and the relevant jurisdiction.

When personal information is no longer required and Therapy Near Me is not legally required to retain it, we will take reasonable steps to securely destroy or de-identify it.

Information in secure backups may remain until the relevant backup is overwritten or securely deleted in accordance with normal retention processes.

25. Access to Personal Information

An individual may request access to personal information that Therapy Near Me holds about them.

Requests may be made to the Privacy Officer using the contact details below. No particular wording or form is required, although we may ask for:

• sufficient information to identify the requested records;
• proof of identity; and
• proof of authority where a representative makes the request.

Therapy Near Me aims to respond within 30 calendar days.

There is no charge for making an access request. Where legally permitted, Therapy Near Me may charge a reasonable amount for the administrative cost of providing access. Any proposed charge will be explained in advance and will not be excessive.

Access may be refused or limited where permitted by law, including where access would unreasonably affect another person’s privacy or create a serious threat to life, health or safety.

Where access is refused, Therapy Near Me will provide written reasons where required and explain available complaint options. Where appropriate, we will consider providing access through redaction, a summary, an agreed intermediary or another suitable method.

26. Correction of Personal Information

An individual may request correction of personal information they believe is inaccurate, out of date, incomplete, irrelevant or misleading.

Therapy Near Me aims to respond within 30 calendar days. There is no fee for requesting or making a correction.

If Therapy Near Me declines to make the requested correction, we will provide written reasons where required and explain:

• the right to request that a statement be associated with the record; and
• how to make a complaint.

Where required and requested, Therapy Near Me will take reasonable steps to notify another organisation of a correction if we previously disclosed the incorrect information to that organisation.

27. Privacy Complaints

A person may complain if they believe Therapy Near Me has mishandled personal information or breached an applicable privacy obligation.

A privacy complaint may be made to the Privacy Officer:

Email: office@therapynearme.com.au
Phone: 1800 632 763
Post: Privacy Officer, Therapy Near Me Pty Ltd, 32 Turbot Street, Brisbane QLD 4000

A complaint should include enough information to help us understand:

• what occurred;
• the information involved;
• relevant dates and people;
• the impact of the issue; and
• the outcome sought.

Therapy Near Me aims to acknowledge a complaint within two business days and provide a written outcome within 28 calendar days. Complex matters may take longer. If additional time is needed, we will explain the reason and provide reasonable progress updates.

Making a privacy complaint will not result in retaliation, disadvantage or unfavourable treatment.

A person may involve an advocate, guardian or authorised representative and may request reasonable communication or accessibility assistance.

If Therapy Near Me does not respond within 30 days, or the person is dissatisfied with our response, they may lodge a written complaint with the Office of the Australian Information Commissioner.

OAIC website: https://www.oaic.gov.au/privacy/privacy-complaints
OAIC enquiries line: 1300 363 992
Post: GPO Box 5288, Sydney NSW 2001

Depending on the issue, a person may also contact the relevant state or territory health complaints or privacy body, Ahpra, the NDIS Quality and Safeguards Commission or another regulator with jurisdiction.

General service complaints may also be submitted through:

https://therapynearme.com.au/complaints-form/

28. Changes to This Privacy Policy

Therapy Near Me may update this Privacy Policy to reflect changes to:

• services;
• legal or regulatory requirements;
• professional obligations;
• systems and service providers;
• information-handling practices; or
• business operations.

The current version will be published on the Therapy Near Me website with its effective date and version number.

Where reasonably practicable, we will provide notice of a material change that significantly affects how personal information is handled.

Publishing an updated Privacy Policy does not create retrospective consent for a new use or disclosure where fresh consent or a separate collection notice is required.

29. Contact Information

Questions, requests and complaints about privacy should be directed to:

Privacy Officer
Therapy Near Me Pty Ltd
ABN: 73 687 817 750
Email: office@therapynearme.com.au
Phone: 1800 NEAR ME — 1800 632 763
Correspondence address: 32 Turbot Street, Brisbane QLD 4000
Website: https://therapynearme.com.au/