Privacy Policy

Privacy Policy

Talk & Thrive Therapy Services Pty Ltd (ABN 76 697 945 636) ("we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal and sensitive (health) information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as other relevant state-based health privacy legislation in New South Wales.

1. Types of Information We Collect

To provide high-quality speech pathology and therapy assistance services to clients (particularly children under 18), we collect both personal and sensitive (health) information.

  • Personal Information: This includes names, dates of birth, contact details (phone number, email address, physical address) of clients, as well as the names and contact details of parents, guardians, or legal representatives.
  • Sensitive Information (Health Information): This includes developmental history, medical history, clinical notes, assessment reports, school/educational reports, therapy goals, progress reports, details of other health professionals involved in care, and billing or National Disability Insurance Scheme (NDIS) plan details.

2. How We Collect Information

We collect information directly from you, or from someone acting on your behalf (such as a parent, guardian, or educational institution with your consent). Collection may occur:

  • During initial intake, booking, or registration processes (online, via email, or over the phone).
  • During face-to-face or telehealth assessment and therapy sessions.
  • Via communications, feedback forms, and queries submitted through our website (talknthrive.com.au).
  • From third parties (e.g., pediatricians, teachers, occupational therapists) where you have provided explicit consent for them to share information with us.

3. Purpose of Collecting, Holding, and Using Information

We collect and use your information primarily to deliver safe, effective, and professional speech pathology and therapy support services. This includes:

  • Conducting clinical assessments and designing individualized therapy plans.
  • Communicating with you, parents/guardians, and other authorized representatives regarding appointments and progress.
  • Liaising with other healthcare professionals or educators involved in the client's care (only with your prior written consent).
  • Administrative, billing, and accounting purposes, including processing payments and NDIS claims.
  • Meeting our legal and regulatory compliance obligations, including NDIS Quality and Safeguards Commission requirements.

4. How We Hold and Secure Your Information

We take reasonable steps to protect your personal and health information from misuse, interference, loss, unauthorized access, modification, or disclosure.

  • Digital Security: Client clinical records and personal data are stored in secure, password-protected cloud systems that employ industry-standard encryption. Access is restricted strictly to authorized staff.
  • Physical Security: Any hard-copy documents are kept in locked filing cabinets or secure premises.
  • Data Retention: We retain health information in accordance with state laws (e.g., for children, records must typically be kept until they turn 25 years of age). When no longer required, information is securely destroyed or de-identified.

5. Disclosure of Personal Information

We will not disclose your personal or health information to third parties unless:

  • You (or your parent/guardian) have provided written or verbal consent to do so.
  • It is for the primary purpose of providing speech pathology services (e.g., discussing treatment goals with a client's classroom teacher or pediatrician).
  • It is required to process third-party payments or manage NDIS compliance.
  • We are required or authorized by Australian law (e.g., child protection laws, subpoenas, or to prevent a serious threat to life, health, or safety).

We do not routinely disclose personal or health information to overseas recipients.

6. Accessing and Correcting Your Information

You have a right to request access to the personal and health information we hold about you. You can also request that we correct any information that is inaccurate, out of date, incomplete, or misleading.

To request access or corrections, please contact us in writing using the contact details below. We will respond to your request within a reasonable period (usually 30 days). In some circumstances permitted by law, we may charge a reasonable administrative fee or decline access, in which case we will provide written reasons.

7. Enquiries and Privacy Complaints

If you have any questions, concerns, or wish to make a complaint about a breach of the Australian Privacy Principles or this policy, please contact our Privacy Officer:

  • Attention: Privacy Officer
  • Entity: Talk & Thrive Therapy Services Pty Ltd
  • Email: privacy@talknthrive.com.au
  • Website: talknthrive.com.au

We take all complaints seriously and will investigate and respond to you in writing within 30 days. If you are not satisfied with our response, you may refer your complaint to the Office of the Australian Information Commission (OAIC):

  • GPO Box 5218, Sydney NSW 2001
  • Phone: 1300 363 992
  • Website: oaic.gov.au