Last updated: 28/10/2025

Core Clarity is committed to providing quality services and protecting your privacy. This policy outlines how we collect, use, disclose, store and manage personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

A copy of the Australian Privacy Principles is available at www.oaic.gov.au

1. Personal Information we collect

Personal information is information or an opinion that identifies an individual. The personal information we collect may include your:

• Name

• Contact details (address, email, phone)

• Date of birth

• Emergency contact information

• Relevant health and medical information

• Referral details and support network information

We collect personal information directly from you and, where relevant, from referring providers, support coordinators, family members or authorised third parties. We also collect personal information through our website referral forms, enquiry forms, email communication and phone contact.

2. Sensitive Information

Sensitive information includes details about your health, mental health, cultural background or other personal circumstances. We only collect sensitive information where it is necessary to provide services, where you have given consent, or where required by law.

3. Purpose of collection

We collect personal information for the primary purpose of providing allied health services. This includes:

• Assessing suitability for services

• Developing and delivering therapy, assessments and reports

• Coordinating care with other providers (with your consent)

• Administrative tasks such as scheduling, billing and record keeping

We may use your personal information for secondary purposes directly related to the primary purpose, where you would reasonably expect this use.

4. How we store and protect information

We store client records using secure digital systems including:

• Cliniko (practice management and health record storage)

• Google Workspace Business (secure email and document storage)

• Stripe (encrypted payment processing)

• Heidi AI (clinical documentation support)

•  Snapforms (secure online form collection)

Information entered into Snapforms is encrypted and transmitted securely before being transferred to our internal record systems.

Telehealth appointments are delivered using secure video platforms such as Cliniko Telehealth. Telehealth sessions are not recorded.

When Heidi AI is used to support clinical documentation, audio or text may be temporarily processed or stored on Heidi AI’s secure servers for the purpose of generating clinical notes. The accuracy and final clinical record remain the full responsibility of the treating practitioner.

We take reasonable steps to protect personal information from loss, misuse and unauthorised access.

5. Website and email communication

Information submitted through our website referral and enquiry forms is transmitted via secure web forms and email. While reasonable safeguards are in place, electronic communication cannot be guaranteed as fully secure. Please avoid including urgent or crisis-related information in online forms or email.

Core Clarity does not provide crisis or emergency response services. If urgent support is required, please contact Emergency Services on 000 or Lifeline on 13 11 14.

6. Disclosure of information

We may disclose personal information:

• To other healthcare or support providers involved in your care (with your consent)

• To funding bodies such as the National Disability Insurance Agency (NDIA), where required

• When required or authorised by law

We do not sell or rent your personal information.

7. Access to your records

You may request access to the personal or health information we hold about you. Access to health records is managed in accordance with the Freedom of Information Act and relevant privacy legislation. Requests must be submitted in writing and may require completion of a Freedom of Information (FOI) request form. Identification may be required before information can be released. In some circumstances, access may be limited or declined where permitted or required by law.

8. Correction of information

If you believe information we hold about you is inaccurate or incomplete, please contact us so we can correct the record.

9. Retention of records

Client records are retained for at least 7 years from the date of last contact, or in the case of minors, until the individual is 25 years old. After this period records may be securely destroyed or de-identified.

10. Changes to this policy

This policy may be updated from time to time. The most current version will be available on our website.

11. Contact us

If you have questions or concerns about this policy, please contact:

Core Clarity

PO Box 2007, Prahran VIC 3181

E: hello@coreclarity.com.au

P: 1300 110 432