Privacy Policy

Overview

Still Heart Psychology ("we," "us," or "our") is committed to protecting the privacy and confidentiality of your personal information. This Privacy Policy explains how we collect, use, store, and protect your information when you use our website and services.

Still Heart Psychology is operated by Cara Mueller, registered psychologist (AHPRA Registration: PSY0001957377) and Gérard Crouzet, psychotherapist. ABN: 11284100501.

By using our website or engaging our services, you consent to the practices described in this policy. If you have any questions, please contact us at info@stillheart.space.

Information We Collect

Personal Information

When you contact us or use our services, we may collect:

• Your name, email address, and phone number
• Information you provide in enquiry forms
• Clinical notes and records related to your therapy sessions
• Payment and billing information
• Medicare and referral details (where applicable)

Website Usage Information

We may automatically collect:

• Browser type and version
• Pages visited and time spent on our website
• Referring website or source
• General location data (country/region level)
• Device type and operating system

How We Use Your Information

We use your information to:

• Respond to your enquiries and schedule appointments
• Provide psychological services and maintain clinical records
• Process payments and issue invoices
• Comply with legal and professional obligations
• Improve our website and services
• Send relevant communications about your care (with your consent)

Confidentiality and Clinical Records

As a registered psychology practice, Still Heart is bound by the Australian Psychological Society (APS) Code of Ethics and AHPRA regulations regarding confidentiality. Your clinical information is treated with the highest level of care and confidentiality.

Clinical records are kept in accordance with Australian privacy legislation and professional standards. Information may only be disclosed:

• With your informed consent
• When required by law (e.g., mandatory reporting obligations)
• When there is a serious and imminent threat to your life or the life of another person
• For the purpose of Medicare claims (with your consent)

Data Storage and Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access. Security measures include:

• Encrypted storage of clinical records
• Secure, HIPAA-compliant telehealth platform
• Password-protected systems and devices
• Regular review of security practices

Third-Party Services

We use the following third-party services in the operation of our practice:

Coviu

Our telehealth sessions are conducted via Coviu, an Australian-based, HIPAA-compliant video platform designed for healthcare. Your session data is encrypted and stored securely.

Stripe

We use Stripe to process payments. Stripe is PCI-DSS compliant and your payment information is handled securely. We do not store your full credit card details.

Google Analytics

We use Google Analytics to understand how visitors interact with our website. This data is anonymised and does not identify you personally. You can opt out of Google Analytics by using browser extensions or adjusting your cookie preferences.

Email

We use email for appointment scheduling and general communication. Please be aware that standard email is not always fully encrypted. For sensitive information, we recommend discussing it during your session.

Your Rights

Under the Australian Privacy Act 1988 and applicable privacy legislation, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or incomplete information
• Request deletion of your personal information (subject to legal and professional retention requirements)
• Withdraw consent for marketing communications
• Lodge a complaint with the Office of the Australian Information Commissioner (OAIC) if you believe your privacy has been breached

Cookies and Tracking

Our website uses cookies to improve your browsing experience and analyse website traffic. Cookies are small text files stored on your device. We use:

• Essential cookies: Required for the website to function properly
• Analytics cookies: Help us understand how visitors use our website (via Google Analytics)

You can manage your cookie preferences through your browser settings or by using the cookie consent banner on our website. Declining analytics cookies will not affect your ability to use our website.

Updates to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically. Continued use of our website or services after any changes constitutes acceptance of the updated policy.

Contact

If you have any questions about this Privacy Policy or wish to exercise your privacy rights, please contact us:

• Email: info@stillheart.space
• Website: stillheart.space/contact