Privacy Policy

Get Life Direction is the telehealth psychology practice of Dr Narelle Duncan, Clinical Psychologist. It is operated by Healing via Nature Pty Ltd, ABN 13 117 794 911 ("Get Life Direction", "we", "us", or "our").

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This policy explains what personal information we collect, why we collect it, how we hold and protect it, who we share it with, and how you can access it, correct it, or make a complaint.

Last updated: October 2026

The information we collect

Because we provide psychological services, much of the information we hold is health information. The law treats health information as sensitive information, and we collect it only with your consent or where the law allows.

Depending on how you use our website and services, we may collect:

- Contact details: your name, email address, phone number, and address.
- Booking and identity details: your date of birth and gender, your Medicare, DVA, or NDIS details, and the name of your referring doctor.
- An emergency contact: the name and phone number of a person we can contact if serious concerns are held for your safety.
- Health information: referral letters and Mental Health Treatment Plans, your health and personal history, the reasons you are seeking support, questionnaire and assessment results, and notes of your sessions.
- Funding and payment details: who funds your sessions (for example Medicare, DVA, the NDIS, WorkCover, or an employer program such as QPS), claim numbers, and invoices. Card payments are processed by the payment providers of our practice management system. We do not see or store your full card number.
- Messages you send us: through the website contact form, by email, or by voicemail.
- Website usage information: see "How our website collects information" below.

In couples therapy, we collect information from both partners. Notes from joint sessions are recorded in both partners' files.

Our services are for adults aged 18 and over.

How we collect it

We collect most information directly from you: when you book online, complete intake and consent forms, contact us, and attend sessions.

We may also receive information about you from others, with your knowledge:

- your GP or another referring practitioner, by email or by secure messaging (Medical Objects)
- funders and case managers, such as NDIS plan managers, WorkCover Queensland, insurers, and employer programs such as QPS
- your partner, in couples therapy.

Why we collect it

We collect, hold, use, and disclose personal information to:

- assess, provide, and coordinate your psychological care
- manage appointments, reminders, invoices, and claims to Medicare and other funders
- communicate with your referring doctor and, with your consent, other practitioners involved in your care
- respond to your enquiries
- meet our legal and professional obligations, including record keeping, mandatory reporting, and responding to subpoenas or court orders
- understand how our website is used, so that we can improve it.

We do not sell personal information, and we do not use it to send you marketing.

Dealing with us without identifying yourself

You can browse our website and ask general questions without telling us who you are. To book, receive treatment, or claim a Medicare or other rebate, we need to identify you.

Who we share information with

What you discuss in sessions is confidential. We disclose personal information only:

- with your consent
- to your referring doctor, where Medicare requires a report under a Mental Health Treatment Plan
- to Services Australia (Medicare), DVA, the NDIS, WorkCover Queensland, or another funder, to the extent needed to process claims and, where the funder requires it, to provide progress updates
- where we reasonably believe it is necessary to lessen or prevent a serious threat to a person's life, health, or safety
- where the law requires or authorises it, for example a subpoena, a court order, or a mandatory report about a child at risk of harm.

Psychologists also discuss their work with a professional supervisor or peer consultant. When this happens, your identity is protected.

The service providers we use

We use the following providers to run the practice. Each handles information on our behalf, for the purpose listed, and only as far as that purpose requires.

- Halaxy: practice management, including online bookings, intake and consent forms, clinical records, invoices, Medicare and DVA claims, and appointment reminders.
- Zoom: video sessions. Sessions are not recorded.
- NovoNote (only with your consent): AI-assisted session notes. Every note is reviewed by your psychologist before it is saved. Audio is not kept.
- Medical Objects: secure receipt of referrals from doctors.
- Microsoft 365: practice email.
- Crazytel: practice phone number and voicemail. Voicemail messages are delivered to our practice email.
- Wix: hosts this website and receives messages sent through the website contact form.
- Google Analytics: website statistics (see below).

Halaxy's own privacy policy also applies when you use its booking pages: https://www.halaxy.com/privacy/au

Information stored or processed outside Australia

Halaxy and NovoNote state that they store data in Australia. Medical Objects and Crazytel are Australian companies.

Some of our providers store or process information overseas. We are likely to disclose personal information to recipients in the United States through:

- Google (Google Analytics)
- Wix (website hosting and contact form messages, which may also be stored in other countries)
- Zoom (connection details and the name you enter when you join a session)
- Microsoft (practice email)
- some of Halaxy's own service providers, for example for email delivery, SMS, and card payments.

We take reasonable steps to ensure these providers handle personal information consistently with the Australian Privacy Principles.

How our website collects information

Google Analytics. Our website uses Google Analytics to show us how visitors use it: which pages are viewed, for how long, the type of device and browser, the approximate location (city level), and how the visitor arrived (for example from a search engine or an ad). Google Analytics uses cookies to do this. Our reports do not show your name, your contact details, or your IP address.

Our Google Analytics also runs on our Halaxy booking pages, so that we can count booking pages viewed and bookings completed. It may record the type of appointment booked. It does not record your name, your contact details, or anything you type into the booking form.

We have turned off advertising personalisation in Google Analytics, and our Google Analytics is not linked to any advertising account.

Cookies. Cookies are small files stored by your browser. Our website host (Wix) sets cookies that the site needs to work, and Google Analytics sets cookies for statistics. You can block or delete cookies in your browser settings, and the site should still work. You can also stop Google Analytics from collecting information about your visits with Google's opt-out add-on: https://tools.google.com/dlpage/gaoptout

Advertising. We may advertise on Google Search. If you click one of our ads, Google records that click under its own privacy policy ( https://policies.google.com/privacy ). The link in the ad carries a label so that Google Analytics can count the visit as coming from an ad. We do not place advertising tracking tags on our website or booking pages, we do not use remarketing (ads that follow you to other websites), and we do not upload any client information to Google or any other advertising platform.

How we protect and keep your information

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, change, or disclosure. These include password-protected systems, encrypted transmission where the provider supports it, and limiting access to the people who need it to provide or administer your care, all of whom are bound by confidentiality. No method of internet transmission or electronic storage is completely secure.

Clinical records are kept for the period required by law and professional guidelines, which for adults is generally seven years after the last service, and are then securely destroyed. Website enquiries that do not lead to an appointment are deleted when they are no longer needed.

If a data breach is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner, as required by the Notifiable Data Breaches scheme.

Automated decisions

No decision about your care, your eligibility for a service, or your fees is made by a computer program. Where you have consented to AI-assisted note taking, the tool drafts a session note only. Your psychologist reviews and corrects every note, and all clinical decisions are your psychologist's.

Accessing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, or incomplete. Please contact us using the details below. We will respond within 30 days.

There is no charge to make a request. If preparing copies would take significant time, we will tell you of any cost before going ahead. In limited circumstances the law allows us to refuse access, for example where giving access would pose a serious threat to a person's life, health, or safety. If that applies, we will explain why in writing and, where possible, offer another way to provide the information, such as through your doctor.

In couples therapy, notes from joint sessions contain information about both partners, so they are released only with both partners' written consent or where a court orders their release.

Making a complaint

If you are concerned about how we have handled your personal information, please contact us first, using the details below. We will acknowledge your complaint and respond within 30 days.

If you are not satisfied with our response, you can contact:

- the Office of the Australian Information Commissioner (OAIC): 1300 363 992, www.oaic.gov.au
- the Office of the Health Ombudsman (Queensland): 133 646, www.oho.qld.gov.au

Privacy contact: Dr Narelle Duncan, Clinical Psychologist

- Email: admin@getlifedirection.com
- Phone: (07) 5620 3455
- Post: PO Box 843, Mudgeeraba QLD 4213

This policy is available free of charge. If you would like a copy in another format, please ask.

Changes to this policy

We review this policy when our services, providers, or the law change. The current version is always on this page, with the date it was last updated.