Policies and Information

Unmask Therapy ABN: 72 511 658 621 complies with the Privacy Act 1988 and the applicable Privacy Principles in the Privacy Act when handling personal information, together with the Health Records Act 2001 Victoria and the applicable Health Privacy Principles in the Health Records Act when handling personal information which is health information.

Unmask Therapy takes the protection of your personal information seriously. Personal information includes any information or opinion, whether true or not, about a person who is identified or whose identity can reasonably be established.

Data Collection Practices
Unmask Therapy collects personal information for the purposes of providing you with a counselling or coaching service. As part of this service, it is possible that the practice may need to collect information about things like how to contact you to arrange an appointment. Unmask Therapy may collect information via the practice Intake and Consent Forms or other company forms that you complete, via our online booking system if you use that and via administration, or through our website www.unmasktherapy.com.

The kind of personal and health information that Unmask Therapy may collect will depend on who you are (e.g. a client or third party service provider) and the nature of your connection with Unmask Therapy. This information may include things like: 

• your full name

• address

• email address

• date of birth

• Medicare details

• billing information

• general appointment information and other personal information. 

It is important that you are aware that failure to provide Unmask Therapy with all the information requested, means that Unmask Therapy may not be able to deliver the counselling services that you have requested.

Unmask Therapy collects personal information in the following ways:

• from you when you make an inquiry, book an appointment, email the practice, phone the practice, engage with the practice on social media, complete documentation, in a counselling session where you request a letter or report, where you complete an assessment or make an online booking;

• from third party service providers – if you are referred through an EAP / doctor / NDIS coordinator or other third party, they usually provide me with your contact information and other information relevant to the referral;

• when I receive enquiries through www.unmasktherapy.com and when the website is otherwise accessed or used;

The kind of personal information Unmask Therapy may collect will depend on who you are (e.g. a client or third party service provider) and the nature of your interaction with us, and may include your full name, address, email address, date of birth, Medicare details, billing information, general appointment information and other personal information. If you do not provide me with all the information requested, Unmask Therapy may not be able to deliver the counselling and coaching services requested.

Consent
You consent to Unmask Therapy collecting, using and disclosing your personal and health information for the purpose of complying with this privacy policy. By booking an appointment, making an inquiry, registering your details via our website / phone / email and or by completing a consent form, you provide Unmask Therapy with consent to collect, use and disclose your personal and health information for the purpose covered in this privacy policy.

Information and Use
In the course of providing you with services Unmask Therapy may use the information that you have provided to Unmask Therapy including personal and health information, in order to provide you with counselling services, send you an electronic newsletter, respond to feedback and complaints, utilise the Unmask Therapy website, correspond with you and if required, enforce our client consent form / payment arrangement form.

Quality and Security of Data Collected
Unmask Therapy takes reasonable steps to protect personal information collected and secure it from misuse, loss and interference and from unauthorised access and modification. Unmask Therapy endeavours to ensure all such information collected is up-to-date and complete at the time it is collected, used or disclosed. 

To ensure your information is accurate, please notify us. You can do this by emailing info@unmasktherapy.com

Health Information Collected
Unmask Therapy complies with the Health Privacy Principles and the ethical guidelines of the Australian Counselling Association in the collection, use and disclosure of all health information and to ensure that it is kept confidential.

Unmask Therapy may collect your health information when you attend the practice and/or at any other time from time-to-time in the course of providing counselling services.

 Your information may be collected for, but is not limited to, the following reasons:

• as it is required for the provision of counselling services, including recording your personal information and health information as relevant to your current situation for the purposes of providing therapeutic intervention, writing reports and summaries;

• only as essential for the provision of counselling services, or as otherwise in accordance with your consent, or as may be required by law;

• only from you (or from someone authorised by you with your written consent) 

• in accordance with the code of ethics set out by the Australian Counselling Association

• with accuracy, on the basis that you may at any time request a copy of the health information that Unmask Therapy has collected by emailing me at felix@unmasktherapy.com (subject always to applicable law) and where our records are found to be inaccurate, I will rectify any inaccuracies on the basis of the further information you provide.

Access, Updates and Complaints
Unmask Therapy will provide you with access to your personal and health information that has been collected, subject to any legal exceptions, at your written request. Please also let me know if you have any concerns, questions or complaints so that Unmask Therapy can address them promptly for you, by sending an email to info@unmasktherapy.com. Where my records are found to be inaccurate, I will promptly correct any inaccuracies on the grounds of updated information that you provide.

Disclosure
Felix Perigrie only discloses personal information to additional third parties with your consent in accordance with this privacy policy or if permitted, authorised or required to do so by any relevant Federal or State or Territory law.

Changes to this Privacy Policy
From time to time, Unmask Therapy may make amendments to this privacy policy. Any changes will be effective immediately upon the uploading of the revised privacy policy on www.unmasktherapy.com. By continuing to use the Unmask Therapy website and/or the counselling service following any changes, you will be deemed to have agreed to such changes. If you do not agree with the terms of this privacy policy, as amended from time to time, in whole or part, you must terminate your use of the website and inform me immediately prior to any further receipt of our counselling services.

Contact Me
If you have any questions about this privacy policy please contact me HERE

Unmask Therapy is committed to providing the best service in a timely manner. I aim to accommodate your needs.

Unfortunately, when a participant cancels without giving adequate notice, it prevents another participant from being served. This cancellation policy is used as a way of respecting the time commitment of all involved. It explains the process for requesting a cancellation and the fees applicable. This policy is used in fairness to both my business and the participants who would otherwise have wanted an appointment.

I have a straightforward cancellation policy to be upfront about all the costs you may face when engaging my services.

Cancellation Process
I understand situations can arise in which you must cancel your appointment. Due to limited appointment availability, I request that you cancel with adequate notice. This allows me to fill that appointment slot.

You can cancel by contacting me by:

• phone: 0452 496 660

• email:felix@unmasktherapy.com
  

I require a minimum of 24 hours notice for cancellation. Please inform me by either phone or email prior to your scheduled appointment to notify me of any changes or cancellations.

If no prior notice or the notice given is not provided within the minimum notice period, you may be charged a cancellation fee (see below) for the missed appointment.

Late Arrivals
Late arrivals can only be extended to the remaining time of the scheduled appointment. If you are late past your appointment I will have to reschedule/cancel the appointment, which may incur cancellation fee.

Cancellation Fee

1. Cancellations more than 24 hours will not incur a fee.

2. Canceations within 24 hours of the appointment time may incur a fee of $50.

3. No prior notice of cancellation or non-attendance will incur the full cost of the counselling session.

4. The cancellation fee will be charged by credit ard or bank transfer.

5. The cancellation fee may be deducted from any deposit paid for the appointment (if any).

6. The cancellation fee is the sole responsibility of the participant and must be paid in full within 7 days after invoicing

Acceptable circumstances for waiving cancellation fees
I understand that plans may change due to uncontrollable and external circumstances. Missed appointments can be unintentional or may stem from an emergency, etc. Therefore, cancellation due to such circumstances will not incur a cancellation fee. Having cancellation fees waived requires approval from your counsellor.

Refund policy
If the notice of cancellation is given before the scheduled appointment, Unmask Therapy will refund any deposit that was received to book an appointment.

Questions
Unmask Therapy firmly believes that a good client and business relationship is based upon mutual understanding. You can ask any questions via the Contact Form

Informed Consent

As part of the provision of service to you, including but not limited to counselling, coaching, assessment, treatment and report writing,  Unmask Therapy needs to collect and record personal information from you. In accordance with relevant privacy and confidentiality legislation, the information collected may include (but may not be limited to) your name, contact details, medical history, employment status and other relevant information as appropriate. 

The collection of this information is a necessary part of your participation in counselling or coaching. Your informed consent must be given prior to commencement of services. 

Privacy and Confidentiality

Your personal information is gathered as part of the service you are engaging in. Information is securely stored and is retained in order to document what occurs during sessions. This helps the counsellor to provide a tailored service specific to your needs. 

Limits to Confidentiality

All personal information gathered by Unmask Therapy during the provision of services remains confidential except when: 

1. It is subpoenaed by a court; or 

2. Failure to disclose the information would, in the reasonable belief of Felix Perigrie place you or another person at serious risk to life, health or safety; or 

3. Your prior approval has been obtained to

   1. provide a written report to another professional or agency;

   2. discuss the material with another person;

   3. disclose the information in another way; or 

4. You would reasonably expect your personal information to be disclosed to another professional or agency (e.g. your 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; or 

5. Disclosure is otherwise required or authorised by law.

Definition

A telehealth service is a therapy service that is conducted via the telephone or secure video platform, such as ZOOM. The purpose of the session may include but is not limited to counselling, coaching,assessment, supportive intervention and onward referral. 

Instructions

Please read this form carefully in order to provide your informed consent for undertaking telehealth consultations with Unmask Therapy. If you have any questions, please discuss them with me prior to the session. 

Telehealth Consultation Information

1. I understand that there are laws that protect my privacy and the confidentiality of my personal information apply to telehealth sessions.

2. I understand that my practitioner has chosen a telehealth software platform which meets the recommended standards to protect the privacy and security of the consultation.

3. I understand that there are potential risks and consequences of participating in telehealth consultations, including technical difficulties such as internet connection limits.

4. I understand that telehealth consultations will not be exactly the same as a direct visit due to the fact that I will not be in the same room as my healthcare provider.

5. I agree that neither myself nor my practitioner will record the sessions.

6. I understand that telehealth consultations do not provide emergency services. If I am experiencing an emergency, I understand that I can call 000 or Lifeline (13 11 14) for crisis and suicide support.

NDIS Rights and Responsibilities

Participants:

• Have the right to nominate, in writing, an advocate or guardian, who will act in my interests and accept the responsibilities imposed under this agreement 

• Have the right to be treated with dignity and respect and to have my choices and aspirations supported as far as is reasonably possible 

• Have the right to determine the type and range of activities that I wish to participate in 

• Have the right to request services in accordance with my support plan, provided the request is also in accordance with all applicable legislation 

• Have the right to participate in the development of my support plan acknowledging that the cost of supports arising from that plan must be able to be met within the funding available for this support (unless I have other income sources). Any support plan will be reviewed annually or can be reviewed upon request by me or Unmask Therapy at any time. 

• Have the right to privacy and confidentiality and in keeping with the Health Records Act2001, to request access to any health information kept by Unmask Therapy

Participants or family members will: 

• Treat staff and other Participants with courtesy and consideration at all times 

• Respect the needs and opinions of all Participants and staff 

• Keep the Service informed of any changes in my personal life such as where I live and any changes in medication. 

• Work cooperatively with Unmask Therapy regarding issues arising during the development and delivery of support and activities covered by this agreement 

• Pay all fees owing by the due date 

• Adhere to the budgetary requirements of my service plan. 

• Provide the Service with 2 months advance notice of intention to leave the service. 

• Participate in the development and regular review of my support plan 

As the practitioner providing services, Felix Perigrie:

• Will respect the rights of the Participant to determine the range and types of activities they wish to participate in 

• Will work cooperatively and in line with the principle of least restrictive alternative with the Participant and the activities they have chosen to undertake 

• Will prepare a support plan with the Participant that outlines the activities they will undertake and the support to be provided by Unmask Therapy A copy of the support plan will be provided to the Participant (and her guardian or advocate where applicable). 

• Will treat information about the Participant and their activities as private and confidential in line with the Participant’s wishes and with privacy legislation. 

• Will be responsible for ongoing liaison with the relevant funding body regarding the development and operation of the support arrangement. 

• Will be responsible for the management and reporting of funding. 

• Will respect the right of the Participant to determine the range and type of activities they wish to participate in 

• Will receive, where applicable on behalf of the Participant, their allocated funding, and provide advice and reports as to the Participant’s budget and any income and expenditure at least quarterly and upon request at any time. 

• Will advise the Participant of any sector-wide or Unmask Therapy of developments that may affect the way support is provided. 

• Will provide the Participant with 2 months notice of intention to cease service provision.

Complaints Policy

Unmask Therapy values complaints from people with disability, families, carers, service providers and regulators to ensure people are treated fairly when they use our services.

Complaints are an important source of information and are used to improve our services wherever possible.

This policy supports Unmask Therapy to apply the National Standards for Disability Services, in particular Standard 4: Feedback and Complaints.

Scope

This policy applies to all staff, contractors, volunteers or business partners. This policy is owned by Felix Perigrie as owner of Unmask Therapy.

Principles

• Everyone has the right to complain.

• People making complaints should be supported to access complaints processes.

• Complaints processes should be sensitive to any cultural requirements.

• Robust complaints processes and systems are an important part of quality service management and help safeguard people with disability.

• Complaints identify risks to people with disability but also visitors and staff and support Unmask Therapy to meet its occupational health and safety obligations.

• Complaints identify opportunities for Unmask Therapy to continuously improve its services.

Definitions

Allegation – a claim that an illegal act has occurred. Allegations are always investigated and sometimes an external authority undertakes the investigation such as the police.

 Concern – a notification that a person is worried that something is not working, has gone wrong or is otherwise not as it should be.

Complaint – formal advice that an incident has occurred, something is not working the way it should, something is inappropriate or someone is at risk. A serious incident process is required for legal and contractual purposes when a complaint is about a serious incident.

Related policy and procedures

• Continuous improvement policy

• Code of conduct

• Safeguarding policy

• Complaints policy

Related legislation and policy

• Carers’ Recognition Act 2004 (WA)

• Disability Services Act 1993 (WA)

• Equal Opportunity Act 1984 (WA)

• Occupation Health and Safety Act 1984 (WA)

• National Disability Insurance Scheme Act 2013: Principles.

• United Nations Convention on The Rights of Persons with Disabilities

• National Standards for Disability Services

• National Disability Insurance Scheme Quality and Safeguarding Framework

You can make an anonymous complaint HERE