Our Terms of Service

At the heart of what we do is compassionate, human connection. We pride ourselves on having clear policies and terms of service so that you know what to expect from us.

Cancellation Policy: If you need to cancel an appointment, we kindly request that you provide more than 48 hours' notice (not inclusive of weekends). This allows us to have a sustainable business and accommodate the dynamic nature of life. Notice of less than 48 hours will result in a charge for the full rate of the cancelled appointment.

Cancellation of Initial Appointment Policy: please provide at least 48 hours' notice (not inclusive of weekends) of your intention to cancel your initial appointment. Notice of less than 48 hours will result in the forfeiture of the deposit for your initial appointment.

Missed Appointment Policy: We understand that unforeseen circumstances arise, but if you are unable to make your appointment and do not inform us in advance, it will be considered a "missed appointment". After two consecutive missed appointments, we may require a non-refundable deposit for future bookings.

Equity of Access Policy: To ensure fair access to available services, we respectfully ask that you speak with your Psychologist if you are experiencing circumstances that may impact your ability to attend scheduled appointments. Repeated cancellations or missed appointments without notice may result in a refusal to accept further appointment requests until you have discussed your circumstances with your Psychologist. 

Privacy Policy

Sincerity Psychology collects, manages, and retains clients' personal information to provide optimal psychological services. This information is important for ensuring high-quality care. This policy outlines how Sincerity Psychology handles personal information, in accordance with the Australian Privacy Principles and relevant privacy legislation.

Sincerity Psychology complies with the Privacy Act 1988 (Cth), including the recent amendments under the Privacy and Other Legislation Amendment Act 2024, and the Australian Psychological Society's Code of Ethics (2007).

What is Personal Information?

Personal information is any information that identifies you or could reasonably be used to identify you.

What Personal Information Do We Collect and Why?

To provide optimal, ethical psychological services, Sincerity Psychology collects the following information:

  • Identification details

  • Name, address, and date of birth

  • Contact details

  • Emergency contact details

  • Current and past medical information

  • Family medical history relevant to current services

  • Educational and occupational history

  • Legal or offending history (for medico-legal services).

In relation to psychological assessment and treatment, Sincerity Psychology collections the following information:

  • Responses and results from psychological tests and questionnaires

  • Neuropsychological assessment data

  • Session notes, treatment plans, and responses to treatment.

This information is used to inform accurate assessment, diagnosis, and treatment plans. Failure to provide complete information may impact the quality of services.

Information Provided by Third Parties

With your consent, Sincerity Psychology may collect information from individuals who know you well (e.g., family members) or professionals involved in your care (e.g., your GP). If applicable to your circumstance, and with your informed consent, we will inform you that the information has been collected and its source. We will obtain written consent before contacting third parties in relation to any services provided to you.

Use and Disclosure of Personal Information

Sincerity Psychology uses personal information primarily to provide psychological services, including preparing reports for referrers and others involved in your care. In certain situations, we may disclose personal information without your consent, such as when there is a serious threat to health or safety. Psychologists are mandated to report information to prevent harm, as required by law.

Storage and Security of Personal Information

Sincerity Psychology takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Paper documents are stored securely, and electronic information is protected and backed up in accordance with the APS Code of Ethics (2007).

Access to Your Personal Information

Clients have the right to access their personal information held by Sincerity Psychology. Requests should be made in writing. Access may be denied or limited if legally permissible, such as when release could impact the privacy of others or is deemed frivolous or vexatious.

Research and Personal Information

Sincerity Psychology may use personal information for internal research to improve services, ensuring data is not released to third parties. For academic or scientific research, clients will be asked to consent to the use of their information for specific projects, which will have prior approval from a Human Research Ethics Committee.

Anonymity and Pseudonymity

Sincerity Psychology cannot provide services anonymously or under a pseudonym. Due to ethical obligations and professional standards, it is necessary for clients to provide their true identity when seeking psychological services. This ensures the accuracy of records, treatment planning, and effective communication with other healthcare professionals involved in your care. Providing services under a pseudonym would hinder the proper assessment, treatment, and record-keeping required for safe, effective and ethical psychological care. Therefore, clients are required to provide accurate personal information when accessing services.

Psychologists' Duty of Care

Sincerity Psychology adheres to the Australian Psychological Society’s (APS) Code of Ethics (2007), which provides guidelines on the appropriate collection and handling of private information. Psychologists are also required to make mandatory notifications to prevent public harm, as per the Australian Health Practitioner Regulation Agency (AHPRA) guidelines.

Data Breach Plan

Sincerity Psychology complies with national requirements regarding data breaches. For more information, refer to the Office of the Australian Information Commissioner's guidelines on notifiable data breaches.

Changes to This Policy

This policy may be updated to reflect changes in law or professional standards. Clients and referrers are encouraged to periodically review this policy to stay informed.

Complaints

Clients have the right to complain about the handling of their personal information. Complaints can be made by email to arynfranks@sinceritypsychology.com. We aim to respond to reasonable complaints within 30 days. If unsatisfied, clients may contact the Office of the Australian Information Commissioner at 1300 363 992 or online at http://www.oaic.gov.au/privacy/making-a-privacy-complaint](http://www.oaic.gov.au/privacy/making-a-privacy-complaint), or by post to: Office of the Australian Information Commissioner, GPO Box 5218, Sydney NSW 2001.

Clients may also bring complaints to the following agencies:

• Australian Health Practitioner Regulation Agency (AHPRA): https://www.ahpra.gov.au/

• Australian Psychological Society (APS): https://www.psychology.org.au