Privacy Policy

·       This policy describes the privacy policy of the Socra Hub 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 (Cwth).

·       Client information and client files are held securely and only accessible to the staff at Socra Hub. 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.

·       If you have questions or concerns regarding this statement, you should first contact us at engage@socrahub.com.au.

o   How clients' personal information is collected

·       A client's personal information is collected in a number of ways during psychological consultation with Socra Hub including when the client provides information directly to us, correspondence via email, and when other health practitioners provide personal information to Socra Hub, via referrals, correspondence and health reports.  

There are many aspects of the site which can be viewed without providing personal information, however, for access to future Socra Hub client support features, you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.

o   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, Socra Hub may not be in a position to provide you with the psychological service you request. In some circumstances, you may request to be anonymous or to use a pseudonym, unless it is impracticable for Socra Hub to offer effective psychological service or if Socra Hub is required or authorised by law to deal with identified individuals.

o   Purpose of holding personal information

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

o   Sharing of your personal information

·       Socra Hub may occasionally hire other companies to provide services on our behalf, including but not limited to handling customer support enquiries, processing transactions or customer freight shipping. Those companies will be permitted to obtain only the personal information they need to deliver the service. Socra Hub takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.

These third parties are prohibited from using your personally identifiable information for any other purpose. Socra Hub does not share any information with third parties for any unknown or unrelated uses.

Links on the Socra Hub website to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of Socra Hub.

o   Choice of telehealth platform:

·       PowerDiary with its own designated data encryption technology

o   Use of your personal information

·       For each website visitor to reach the site, we expressively collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the Site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging website visitor traffic, trends and delivering personalised content to you while you are at this Site.

From time to time, we may use customer information for new, unanticipated uses not previously disclosed in this privacy policy. If Socra Hub's information practices change at some time in the future, we will use for these new purposes only, data collected from the time of the policy change forward will adhere to our updated practices.

o   Disclosure of personal information

·       Clients’ 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 Socra Hub place a client or another person at serious risk to life, health or safety; or  

3.     the client’s prior approval has been obtained.  

·       A client's personal information is not disclosed to overseas recipients, unless the client consents or such disclosure is otherwise required by law. Clients' personal information will not be used, sold, rented or disclosed for any other purpose.   

In the event that unauthorised access, disclosure or loss of a client’s personal information occurs Socra Hub will activate its data breach plan and use all reasonable endeavours to minimise any risk of consequential serious harm.

o   Requests for access and correction to client information

·       Clients may request to see and correct the personal information about them kept on file. The psychologist may discuss the contents with them and/or give them a copy or a summary, 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 by clients for access to or correction of personal information held about them should be lodged in writing with Socra Hub. These requests will be responded to in writing within 21 days, and an appointment will be made if necessary for clarification purposes. Socra Hub reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis.

If a client have a concern about the management of their personal information, they are welcome to discuss this with Socra Hub.  

The Australian Privacy Principles, which describe client rights and how personal information should be handled can be accessed at https://www.oaic.gov.au/privacy-law/privacy-act/australian-privacy-principles

Ultimately, if a client wishes to lodge a formal complaint about the use of, disclosure of, or access to, their personal information, they 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

Changes to this Privacy Policy
Socra Hub reserves the right to make amendments to this Privacy Policy at any time. If you have objections to the Privacy Policy, you should not access or use the Site.

Complaint Policy

· If you wish to file a complaint, you are welcome to contact The Office of the Health Ombudsman: https://www.oho.qld.gov.au/

· For NDIS participants, you are welcome to contact: https://www.ndiscommission.gov.au/complaints/make-complaint-about-provider-or-worker

Cancellation & Rescheduling Policy

·       Socra Hub has a 24-hour cancellation and rescheduling policy. We understand that sometimes life gets in the way. Should you need to cancel or reschedule an appointment, please inform Socra Hub as early as possible to allow the appointment to be offered to clients on the waiting list. It is crucial that at least 1 business day’s notice is provided to postpone/cancel an appointment otherwise you will be charged the full fee (No rebates for cancelled or unattended appointments). You will receive appointment reminders 72 hours and 48 hours prior to your appointment time. Receiving no reply implies that you wish your appointment goes ahead at your scheduled time.

·       Socra Hub appreciates and thanks you for your assistance and understanding on this policy. This policy applies to all of our clients because not providing adequate notice to cancel or failure to attend appointments affects three people: the client who is delaying their therapy progress, another client who has been on the wait-list to see the psychologist urgently and the psychologist who spent their time preparing for the session, set aside the time in their calendar and lost income.

Does Socra Hub accept private health insurance?

·       Socra Hub is an out-of-network provider, but an invoice can be provided to you so that you can submit to your insurance company for reimbursement. Please check your individual policy cover prior to engaging in therapy to ensure you are eligible for a rebate.

Social Media Policy

·       Socra Hub has developed the following social media policy in order to safeguard client privacy, confidentiality and maintain boundaries of the therapeutic relationship. This policy is compliant with the Australian Health Practitioners Registration Authority (AHPRA) Social Media Guidance (November 2019), the Australian Psychological Society (APS) Code of Ethics, and Section 133 of the National Law concerning Advertising of Registered Healthcare Services.

o   Purpose of Social Media Communication

·       Socra Hub uses social media to inform clients, health professionals and the public about latest research and health-related resources, and new programs or services. 

·       All social media channels managed by Socra Hub are for professional not personal use.

o   Social Media Channels Likes, Follows and Comments

·       It is possible to view social media content without liking, following or commenting on content by Socra Hub.  Please be aware that if you choose to like or follow Socra Hub on social media channels using your name you may be publicly disclosing a relationship with Socra Hub.

·       This practice welcomes your feedback on news feeds, research, and current projects, but please do not post testimonials or reviews about your experience of treatment. Under the National Law it is prohibited for registered health professionals to publish testimonials and it is mandated that these comments are removed.

·       Socra Hub welcomes your feedback in therapy sessions, so please discuss this with Socra Hub.

o   Friend requests on Social Media

·       In order to protect your privacy and maintain the boundaries of the therapeutic relationship, Socra Hub requests that former or current clients do not send friend requests. These requests will never be accepted and will not be responded to.

o   Communication via Social Media Channels.

·       Please do not use social media channels to communicate with Socra Hub or send any personal or clinical communication via social media channels.

o   Email

·       Where possible, Socra Hub only use email to discuss administrative matters like booking appointments or sending links to online resources. Please be aware that any clinical correspondence via email, may be retained in the logs of your and our internet service providers. While it is unlikely that someone will be looking at these logs, they are, in theory, available and searchable by system administrators of internet service providers. You should also know any emails we receive from clients and any responses that we send to you may form part of your clinical record.

o   Business Review Sites

·       You may find Socra Hub listed on automatically generated business review sites. Some of these sites include user ratings and reviews.  Please be aware these are NOT listings controlled by Socra Hub and this practice never solicits client reviews or testimonials.

Inclusivity Policy

·       Socra Hub is committed to diversity and the equal and fair treatment of all clients, and the organisations Socra Hub works with.

Inclusivity at Socra Hub means that as a client, when you contact Socra Hub or are supported by Socra Hub, you are treated in every manner in an equal way to anyone else who contacts.

Socra Hub respects your culture, and your cultural heritage. Socra Hub recognises all cultures across the globe as having their own unique and valuable characteristics.

Socra Hub acknowledges the great diversity of human sexuality and gender identity and ensure Socra Hub is mindful of the differences, while keeping in mind that none of our differences are divisive ones.

Limitation of Liability

·       It is a precondition to you using Socra Hub's website that you agree and accept that Socra Hub is not legally responsible for any loss or damage you might experience related to your use of this website, whether this be from errors or from omissions in Socra Hub's documents or information. This includes your use or reliance on any third party content, links, comments or advertisements. It is your own responsibility to ensure that any products, services or information available through this website meet your specific, personal requirements, and any advice or suggestions on this website should not be relied upon, in place of individual, medical or psychological advice. Whilst Socra Hub endeavors to keep the information on this website up to date and accurate, at times, the information and materials on this website may contain inaccuracies or errors, and Socra Hub expressly excludes liability for any such inaccuracies or errors to the fullest extent permitted by law. 

To the fullest extent permitted by law, Socra Hub can give no guarantee that this website or its server is free of viruses or any other harmful components. Whilst we do our best to ensure the safety and security of our website, you continue using this website at your own risk.

Whole Agreement

·       These terms and conditions represent the whole agreement between you and Socra Hub concerning your use and access to Socra Hub’s website and your use and access to the documents and information on it. No other term is to be included in this agreement except where it is required to be included by any legislation of the Commonwealth or any State or Territory. All implied terms except those implied by statute and which cannot be expressly excluded are hereby expressly excluded.

Jurisdiction

·       This agreement and this website are subject to the laws of Queensland and Australia. If there is a dispute between you and Socra Hub that results in litigation then you must submit to the jurisdiction of the courts of Queensland.