Privacy Policy
The 11th Hour Clinic Pty Ltd
ABN 67 634 347 970
Last updated: 14 August 2026
Our commitment to your privacy
The 11th Hour Clinic provides psychology services, including therapy, coaching, and team development. In the course of that work we collect and hold personal information, and often sensitive health information. We take the privacy of that information seriously.
This policy explains what we collect, why we collect it, how we use and protect it, and the choices you have. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, along with the professional and ethical obligations that apply to registered psychologists.
The information we collect
Personal information may include your name, contact details (phone, email, address), date of birth, and, where relevant, employer or organisation, and payment or claiming details.
Sensitive and health information may include the reasons you are seeking help, your health history, information shared during sessions, assessment results, referral information from a GP or other professional, and case notes.
We collect only what we reasonably need to provide our services and meet our professional obligations.
How we collect your information
We collect information directly from you wherever possible: through our website enquiry form, when you book an appointment, by phone or email, and during sessions. We may also receive information from others with your consent or where otherwise permitted, for example a referral from your GP, case manager, or another treating professional.
Why we collect it and how we use it
We use your information to provide and manage your care, to communicate with you, to arrange appointments, to process payments and any Medicare or private health fund claims, to meet our professional and legal obligations, and to keep accurate clinical records.
When we share information — and when we don't
We treat what you tell us as confidential. We do not sell your information, and we do not disclose it except in the following circumstances:
- With your consent. For example, to your GP or referrer, to Medicare or your private health fund for claiming, or to another professional you have asked us to liaise with.
- To the service providers who help us operate, such as our practice management and booking system and, where relevant, secure telehealth or communication tools. These providers are required to protect your information and use it only for the purpose of providing their service to us.
- Where required or authorised by law, such as a court order or subpoena, or where a mandatory reporting obligation applies.
- Where there is a serious and imminent risk to your safety or the safety of others, consistent with our professional and legal obligations.
The limits of confidentiality
Even with the protections above, there are situations where the law requires or permits us to disclose information without your consent: where there is a serious risk to your safety or someone else's, where we are required to by law (for example a subpoena or court order), or where a mandatory reporting obligation applies. We will always try to discuss any disclosure with you where it is safe and appropriate to do so.
How we store and protect your information
We store your information securely, using Zanda. We take reasonable steps to protect it from misuse, loss, and unauthorised access or disclosure.
Consent
By providing your information and using our services, you consent to us collecting, using, and disclosing it as described in this policy.
Changes to this policy
We may update this policy from time to time. The current version will always be available on our website, with the date it was last updated shown at the top.
Contact us
If you have any questions about this policy, or about how your information is handled, please contact us:
The 11th Hour Clinic
Phone: 1800 977 411
Email:
hello@the11thhourclinic.com.au