Meet your psychologist

---

Before starting services, please take a moment to review our cancellation policy. While we aim to avoid charging cancellation fees, this policy is essential due to the time reserved for each client. Cancellations on short notice make it difficult to offer that time to someone on our waiting list.

A cancellation fee will apply if you cancel or reschedule your appointment 48 hours prior to your appointment. If you provide us with the required notice, your deposit will be applied to the new appointment or returned to you.  If not, your deposit will be non-refundable.
 

All subsequent bookings will be suspended until the cancellation fee is paid in full.

In order for you to manage your appointments, a courtesy SMS will be sent to remind you of your upcoming booked appointment.  However, this is a courtesy service only. 

Should we experience staff shortages or technical difficulties, the sending of the SMS cannot be guaranteed.  As such, it remains the responsibility of the client to keep track of and attend sessions. The absence of an SMS reminder will not lead to cancellations being waived.  This service agreement will be reviewed following three late cancellations and further appointments may not proceed. 

CANCELLATION FEES

$130 fee:  If you cancel or reschedule within 48 hours of your appointment, before 5pm the day before your appointment.

Full session fee: Cancellations made after 5pm the day before your appointment, and non-attendance.

Further appointments will not be scheduled until the cancellation fees are paid in full (Medicare does not cover this).

Privacy Policy for Management of Personal Information.

This section describes the privacy policy, for the management of clients’ personal information. The psychological service provided is bound by the legal requirements of the Australian Privacy Principles set out in the Privacy Act 1988 (Cth).

Client information.

Client files are held in a secure electronic document management system which is accessible only by your psychologist. The information on each file includes personal information such as name, address, contact phone numbers, medical history, and other personal information collected as part of providing the psychological service.

How your personal information is collected.

Your personal information is collected in a number of ways during consultation with your psychologist, including when you provide information directly using electronic or hardcopy forms, correspondence via email or direct messaging, when you interact directly with your psychologist, and when other health practitioners provide personal information to your psychologist, via referrals, correspondence and medical reports.

Consequence of not providing personal information.

If you do not wish for your personal information to be collected in a way anticipated by this Privacy Policy, your psychologist may not be in a position to provide the psychological service to you. In some circumstances, you may request to be anonymous or to use a pseudonym, unless it is impracticable for your psychologist to work with you or if the psychologist is required or authorised by law to deal with identified individuals.

Purpose of holding personal information.

Your personal information is gathered and used for the purpose of providing psychological services, which includes assessing, diagnosing and treating a presenting issue. The personal information is retained in order to document what happens during sessions and enables your psychologist to provide a relevant and informed psychological service.

Disclosure of personal information.

Your personal information will remain confidential except when:

1.  It is subpoenaed by a court, or disclosure is otherwise required or authorised by law; or
2.  Failure to disclose the information would in the reasonable belief of your psychologist would place you or another person at serious risk to life, health or safety; or
3.  Your prior approval has been obtained to:

• provide a written report to another professional or agency, e.g., a GP or a lawyer; or
•  discuss the material with another person, e.g. a parent, employer or health provider; or
• disclose the information in another way; or
• disclose to another professional or agency (e.g. your treating GP) and disclosure of your personal information to that third party is for a purpose which is directly related to the primary purpose for which your personal information was collected.

Your psychologist may choose to discuss aspects of your situation and treatment with other psychologists to ensure that the service they provide is safe, ethical and competent. In order to uphold your confidentiality, no identifying information will be disclosed during these discussions.

Your personal information is not disclosed to overseas recipients, unless you consent or such disclosure is otherwise required by law. Your personal information will not be used, sold, rented or disclosed for any other purpose.

In the event that unauthorised access, disclosure or loss of your personal information occurs, your psychologist will activate data breach action procedures and use all reasonable endeavours to minimise any risk of consequential serious harm.

Requests for access and correction to client information.

At any stage you may request to see and correct your personal information kept on file. Your psychologist may discuss the contents with you and/or give you a copy, subject to the exceptions in the Privacy Act 1988 (Cth). If satisfied that personal information is inaccurate, out of date or incomplete, reasonable steps will be taken in the circumstances to ensure that this information is corrected. All requests for access to or correction of personal information held about you should be lodged with your psychologist in writing. These requests will be responded to in writing within 20 days and an appointment will be made if necessary for clarification purposes.

Privacy Policy Complaints and Enquiries.

If you have a concern about the management of your personal information, you may inform your psychologist. Upon request you can obtain a copy of the Australian Privacy Principles, which describe your rights and how your personal information should be handled. Ultimately, if you wish to lodge a formal complaint about the use of, disclosure of, or access to, your personal information, you may do so with the Office of the Australian Information Commissioner by phone on 1300 363 992, online at 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.

If you have any queries or complaints about our Privacy Policy, please contact us at:

2/110 Street North, Ballarat Central, 3350

hello@understoodpsych.com.au

Last updated November 2024.

 Before an individual can work as a psychologist in the State of Victoria they must be registered with the Psychologists Registration Board of Australia.  The Board has recently implemented a new Code of Conduct and Practice Guidelines in November 2025. Catherine is also a member of the Australian Association of Psychologists INC (AAPI).    

You have the right to expect that:

• You will be treated with respect.
• You will receive a clear explanation of the service you will receive.
• Your consent for any service will be sought by the psychologist prior to the service commencing and as it progresses.
• You will receive an explanation about the nature and limits of confidentiality surrounding the service.
• You will be clear about the goals you and the psychologist are working toward.
• You will receive competent and professional service.
• You will receive a clear statement about fees.
• An estimate of the number of sessions required to achieve your goals will be discussed.
• You will receive a service free from sexual harassment.
• You will be shown respect for your cultural background and language tradition.

NOTE:

If you have any concerns about the above matters, discuss them with your psychologist. If you have concerns about the conduct of your psychologist, you may either call the Psychology Board of Australia on (03) 9275 9009.