Minimalist wooden desk with a white adjustable desk lamp, a brown vase with dried flowers, and a wooden chair with black metal legs, against a plain white wall with sunlight and shadow patterns.

Our Policies

Transparency and trust are central to our care. Below are our policies on privacy, consent, telehealth, cancellations, confidentiality, and more.

Privacy & Data Policy

Last updated: January 2026

Ruah Psychology & Wellness respects your privacy and is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and relevant AHPRA Codes of Conduct.

1. Information We Collect

We collect only the information necessary to provide services and manage our practice, including:

  • Personal and contact details

  • Relevant medical and psychological information

  • Information shared during sessions or via forms

  • Payment and administrative data

2. How We Collect and Store Data

Referral documents, including GP referrals and Mental Health Treatment Plans, may be provided to Ruah Psychology & Wellness via our secure client portal in Carepatron or sent to our secure, encrypted email address - admin@ruahpsychology.com.

All client information, including intake forms, clinical notes, and referral documents, are collected and stored within Carepatron, our health-specific, encrypted and secure practice management system hosted on Australian-based servers. Access to this information is restricted to authorised clinicians only.

No client or referral information is collected or stored on this website.

All personal and health information is handled in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and relevant professional and ethical obligations.

3. Electronic Communications

Emails and telehealth sessions conducted through Carepatron are used only for professional communication. Carepatron employs secure, encrypted technology to protect your information. While every effort is made to maintain security, no electronic communication system can guarantee complete protection against unauthorized access or technical failures.

4. Use of AI-Assisted Clinical Note-Taking

Ruah Psychology & Wellness may use a secure, health-compliant AI-assisted clinical note-taking tool during telehealth sessions to support accurate and timely clinical documentation.

  • The AI tool is used solely to assist the psychologist in generating clinical notes and does not replace professional judgement or clinical decision-making.

  • Session data is processed securely within our practice management system (Carepatron) and hosted on Australian-based servers.

  • Audio or video recordings are not retained beyond the generation of clinical notes.

  • Information processed through this tool is handled in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and applicable health records legislation.

  • Access to clinical notes remains restricted to authorised treating clinicians only.

Clients are informed of the use of this technology as part of the Informed Consent process and may opt out at any time by notifying their psychologist.

5. Use of Information

Your information is used to:

  • Deliver psychological and wellness services

  • Manage bookings, payments, and communications

  • Fulfil legal and ethical reporting requirements

6. Sharing and Disclosure

We will not share your information except:

  • With your written consent

  • When required by law (e.g., subpoena, mandatory reporting, risk of serious harm)

7. Access, Correction & Data Retention

You can request access to or correction of your records at any time by emailing admin@ruahpsychology.com.
Records are retained for seven (7) years after the last contact, or longer if required by law.

8. Cookies and Website Analytics

Our website may use cookies to enhance your browsing experience and gather analytics data. You can disable cookies in your browser settings at any time.

9. Data Breach Response

In the unlikely event of a data breach, Ruah Psychology & Wellness will take immediate steps to secure information, assess the risk, notify affected individuals, and comply with the Notifiable Data Breaches Scheme under the OAIC.

Service Agreement

Last updated: January 2026

1. Nature of Services

Ruah Psychology & Wellness provides online psychological therapy to clients residing in Australia. All sessions are delivered via a secure, encrypted, health-specific telehealth platform designed for the provision of psychological services.

2. Informed Consent

Clients will receive detailed information about:

  • The nature and goals of therapy

  • Confidentiality and its legal limits

  • Data privacy and record-keeping

  • Fees, cancellations, and payment terms

  • Risks and benefits of telehealth

Consent is obtained prior to the commencement of services and is considered an ongoing process. Clients may withdraw consent at any time. Withdrawal of consent may impact the ability to continue therapy.

3. Crisis & Emergency Procedures

Ruah Psychology & Wellness does not provide crisis services.
If you are in immediate danger, please contact 000 or present to your nearest emergency department.
For 24/7 support, call Lifeline (13 11 14) or Suicide Call Back Service (1300 659 467).
Clients are required to provide an emergency contact and their physical location at the start of each session for safety purposes.

To support safety during telehealth sessions, clients are required to provide:

  • a nominated emergency contact, and

  • their current physical location,
    as outlined in the Telehealth Policy and Informed Consent documentation.

4. Confidentiality

All information shared is confidential except where:

  • There is a risk of harm to self or others

  • There is a legal obligation to disclose (e.g., subpoena, child protection)

  • The information is required for professional supervision (de-identified)

5. Fees and Payment

Session fees and payment methods are detailed in our fees information on our bookings page and are clearly stated at the time of booking.

6. Jurisdiction

All services are governed by the laws of Queensland, Australia.

Telehealth Policy

Last updated: January 2026

All sessions are conducted via our secure, HIPAA-compliant telehealth platform.

1. Client Suitability

Telehealth is appropriate for most clients but may not suit all needs.
If online delivery is not clinically appropriate, a referral for in-person services may be recommended.

2. Technology & Security

Clients must:

  • Access sessions from a private, safe location

  • Use a stable internet connection and password-protected device

  • Avoid using public Wi-Fi networks

While reasonable security measures are in place, telehealth carries a small risk of technical disruption or unauthorized access inherent to electronic communication.

3. Consent and Location

Before each session, clients will confirm their location and emergency contact.
This is essential to enable emergency response if required.

4. Crisis Management

If a client becomes significantly distressed, at risk, or disconnected during a telehealth session, the clinician may take steps to support safety, which may include:

  • attempting to reconnect with the client via the telehealth platform

  • contacting the client by phone

  • where appropriate, contacting the client’s nominated emergency contact

  • contacting emergency services if there is concern for immediate safety, using the location details provided

These steps are guided by the clinician’s professional judgement and are taken only when necessary to support client safety.

Where appropriate, your psychologist may work with you to develop a personalised safety plan, when risk is identified.

Cancellation Policy

Last updated: January 2026

At Ruah Psychology & Wellness, your appointment time is reserved exclusively for you. We understand that life happens, and sometimes appointments need to be changed. The following policy helps us maintain fairness and availability for all clients.

1. Rescheduling or Cancelling Appointments

  • You may cancel or reschedule your appointment by providing at least 24 hours’ notice.

  • Cancellations made with less than 24 hours’ notice will incur a 50% session fee.

  • Missed appointments (no-shows) without notice will be charged the full session fee.

  • Exceptions may apply for emergencies, sudden illness, or unforeseen events at the clinician’s discretion.

2. How to Cancel

You can cancel or reschedule through your Carepatron client portal, or by emailing admin@ruahpsychology.com.
Please avoid cancelling via social media or text message, as these are not monitored for scheduling.

3. Late Arrivals

If you arrive late, your session will still finish at the scheduled time to respect other clients’ appointments. The full session fee applies.

4. Clinician Cancellations

If your clinician needs to reschedule, you will be notified as early as possible and offered an alternative time.
If a session is cancelled by Ruah Psychology & Wellness, no fee will be charged.

5. Payment

Payments are processed via secure online systems through Carepatron at the time of service. Outstanding fees for missed or late cancellations must be paid before further sessions can be booked.

Inclusivity Statement

Last updated: January 2026

Ruah Psychology & Wellness is committed to providing an inclusive, safe, and accessible service for all individuals, regardless of gender, culture, faith, disability, or background.

Online Accessibility

  • All sessions are conducted online via our secure telehealth platform Carepatron, accessible from most devices.

  • Clients are supported to set up technology, troubleshoot access issues, and request accommodations (e.g., captions, flexible timing).

Confidentiality and Consent

  • All records and notes are securely stored within Carepatron, an encrypted clinical management platform.

  • Clients may request access to their records at any time in writing.

  • Full informed consent is discussed and documented before the first session to ensure understanding of online therapy procedures, privacy, and limits of confidentiality.

Inclusivity

Ruah Psychology & Wellness:

  • Welcomes clients of all faiths, genders, cultures, and abilities

  • Uses trauma-informed, person-centred, and faith-sensitive approaches

  • Strives to create a supportive environment for those with neurodivergent, sensory, or mobility needs

If you have accessibility requirements, please contact admin@ruahpsychology.com prior to your session so we can make appropriate adjustments.

Complaints & Feedback

Last updated: January 2026

Ruah Psychology & Wellness values transparency and client feedback as part of ethical and high-quality care.

Providing Feedback

You are encouraged to share feedback at any time in writing.
Email: admin@ruahpsychology.com.

Making a Complaint

If you are dissatisfied with any aspect of your care, please:

  1. Raise the issue directly with your clinician if comfortable.

  2. If unresolved, submit a written complaint to: admin@ruahpsychology.com (marked Confidential).

  3. You will receive a written acknowledgment within 5 business days and a response or proposed resolution within 14 business days.

External Complaints

If you remain dissatisfied, you can contact:

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

  • Australian Psychological Society (APS) Ethics Office
    Email: ethics@psychology.org.au

Your care and safety are our top priority. You will not be penalised for providing honest feedback or making a complaint.

Professional Registration & Code of Conduct Statement

Last updated: January 2026

Ruah Psychology & Wellness operates under the regulation of the Australian Health Practitioner Regulation Agency (AHPRA).


All registered psychologists within the practice:

  • Maintain current registration under AHPRA

  • Abide by the Psychology Board of Australia’s Code of Conduct (2025 update)

  • Uphold the APS Code of Ethics and Australian legal standards

This ensures that all care is delivered in line with professional, ethical, and evidence-based practice standards. For more information about individual team member registrations please read the About page.

Website Disclaimer

Last updated: January 2026

The information provided on this website is for educational and informational purposes only.
It is not a substitute for professional psychological advice, assessment, or treatment.

No client-therapist relationship is established by accessing or reading website content.
Services are intended for individuals residing in Australia.
If you are in crisis, please contact 000, or reach out to Lifeline (13 11 14) or Suicide Call Back Service (1300 659 467).

Social Media Policy

Last updated: January 2026

Ruah Psychology & Wellness maintains a presence on social media for educational and outreach purposes.
To protect your confidentiality and maintain professional boundaries:

  • You are welcome to follow or view Ruah Psychology & Wellness’ public pages. However, this does not indicate a therapeutic relationship or endorsement.

  • Direct messaging is not used for therapy, appointment, or crisis communication.

  • Comments, likes, or messages on public posts are not confidential and may be visible to others.

  • For your privacy, please avoid sharing personal information or therapeutic details in public comments.

  • We reserve the right to remove or hide comments that breach confidentiality, disclose personal details, or are otherwise inappropriate.

  • Social media posts are for educational and informational purposes and are not a substitute for professional psychological advice or therapy.

  • Content shared on these platforms should not be interpreted as therapeutic guidance or a replacement for individualised care.

  • Social media platforms are not monitored for emergencies. If you are in crisis, please contact 000, or reach out to Lifeline (13 11 14) or Suicide Call Back Service (1300 659 467).

For personal or clinical matters, please contact us privately via admin@ruahpsychology.com.