Privacy Policy
Effective Date: 13th July 2026
Thumos Health Services [ABN: 69176762617] (“Thumos”, “we”, “us”, “our”) is committed to protecting your privacy and handling your personal information and health information responsibly and transparently.
We collect, use, disclose, store, and manage personal information and health information in accordance with applicable Australian laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the Health Records Act 2001 (Victoria), and the Health Privacy Principles (HPPs).
This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, contact us, or engage our counselling and mental health services.
1. About Us
Thumos provides counselling and mental health services in Victoria, Australia. We recognise that privacy and confidentiality are fundamental to the therapeutic relationship and are committed to maintaining the security and integrity of the information you entrust to us.
Contact Details:
Thumos Health Services
PO Box 2077
Essendon West VIC 3040
Phone: (03) 9875 8585
Email: admin@thumos.com.au
Website: thumos.com.au
2. Information We Collect
We may collect personal information and health information, including:
- Name
- Date of birth
- Residential or postal address
- Email address
- Telephone number
- Emergency contact details
- Medicare or health fund details (where relevant)
- Appointment and billing information
- Health information relevant to the provision of counselling services
- Information provided during counselling sessions
- Information submitted through website forms
- Records of communications with us
- Website usage information, including cookies and analytics data
Health information is considered sensitive information under Australian privacy laws and receives additional protection.
3. How We Collect Information
We may collect information directly from you when you:
- Contact us by phone, email, or through our website
- Submit an enquiry form
- Book or attend appointments
- Complete intake or consent forms
- Subscribe to newsletters or updates
- Provide feedback about our services
With your consent, or where otherwise permitted by law, we may also collect information from:
- Medical practitioners
- Allied health professionals
- Referring practitioners
- Family members or carers
- Government agencies or insurers
4. Why We Collect Information
We collect information for purposes including:
- Providing counselling and mental health services
- Assessing and supporting your care needs
- Scheduling and managing appointments
- Maintaining client records
- Processing payments and invoices
- Communicating with you regarding appointments and services
- Complying with legal, professional, and regulatory obligations
- Improving our services and website
- Managing complaints, feedback, and enquiries
Where practicable, we will explain why information is being collected and how it will be used.
5. Health Information and the Health Records Act 2001 (Victoria)
As a provider of mental health services, we collect and maintain health information as part of delivering professional counselling services.
We handle health information in accordance with the Health Records Act 2001 (Vic) and the Health Privacy Principles (HPPs). This includes:
- Collecting only information reasonably necessary for providing services;
- Using and disclosing information only for authorised purposes;
- Taking reasonable steps to ensure information is accurate, complete, and up to date;
- Protecting information from misuse, loss, unauthorised access, modification, or disclosure;
- Giving individuals access to their health information where required by law; and
- Correcting information where appropriate.
6. Use and Disclosure of Information
We may use or disclose your information:
- To provide counselling and related services;
- For administration, billing, and practice management purposes;
- To communicate with you about appointments and services;
- To liaise with other health professionals involved in your care, with your consent;
- Where required or authorised by law; or
- To protect the health or safety of you or others where permitted by law.
We may disclose information to:
- Referring practitioners
- Other healthcare providers
- Professional advisers
- IT and practice management service providers
- Payment processors
- Regulatory authorities or courts when legally required
We do not sell, rent, or trade your personal information.
7. Confidentiality of Counselling Services
Information discussed during counselling sessions is treated as confidential.
However, there are circumstances in which we may be legally or ethically required to disclose information, including where:
- There is a serious threat to your life, health, safety, or welfare;
- There is a serious threat to another person’s life, health, safety, or welfare;
- We have concerns regarding child abuse or neglect and reporting obligations apply;
- Records are subpoenaed or disclosure is otherwise required by law;
- You have given your consent for information to be shared.
Clinical records are maintained in accordance with applicable privacy, health records, and professional obligations.
8. Website Analytics and Cookies
Our website may use cookies and similar technologies to:
- Improve website functionality;
- Understand how visitors use the website;
- Monitor website performance; and
- Enhance user experience.
You may choose to disable cookies through your browser settings. However, doing so may affect website functionality.
9. Storage and Security
We take reasonable steps to safeguard personal and health information from:
- Unauthorised access;
- Misuse;
- Interference;
- Loss;
- Modification; and
- Disclosure.
Security measures may include:
- Secure electronic record systems;
- Password-protected databases;
- Access controls;
- Encryption where appropriate;
- Secure cloud-based storage providers; and
- Staff confidentiality obligations.
While we take reasonable precautions, no method of electronic transmission or storage can be guaranteed as completely secure.
10. Overseas Data Storage
Wherever practicable, we select service providers whose infrastructure and data storage is based in Australia.
Some service providers used for email, website hosting, cloud storage, telehealth platforms, or practice management systems may store information outside Australia.
Where overseas disclosure occurs, we take reasonable steps to ensure service providers handle information consistently with Australian privacy obligations.
11. Access to and Correction of Information
Under the Privacy Act 1988 (Cth) and the Health Records Act 2001 (Vic), you may request access to personal information or health information that we hold about you.
You may also request that inaccurate, incomplete, misleading, or outdated information be corrected.
Requests should be made in writing using the contact details provided below.
We may require reasonable proof of identity before granting access.
Access may be refused in limited circumstances permitted by law, in which case we will provide reasons where required.
12. Retention of Records
We retain personal and health information for as long as necessary to:
- Provide our services;
- Meet legal and professional obligations;
- Resolve disputes; and
- Maintain appropriate clinical records.
Records are retained and disposed of in accordance with applicable legal and professional requirements.
13. Marketing Communications
Where you have provided consent, we may send information regarding our services, updates, or other relevant communications.
You may opt out at any time by:
- Clicking the unsubscribe link in our emails; or
- Contacting us directly.
We will not send marketing communications when prohibited by law.
14. Third-Party Websites
Our website may contain links to external websites operated by third parties.
Whilst we take all reasonable steps to ensure the information contained on these sites aligns with our practice approach, we do not control the information, content or views expressed on third party websites and they do not represent our views or opinions.
We are not responsible for the privacy practices, security, or content of those websites. We encourage you to read their privacy policies before providing personal information.
15. Complaints
If you believe we have breached your privacy or mishandled your personal or health information, please contact us:
Attention: Privacy Officer
Thumos Health Services
Email: admin@thumos.com.au
We will investigate your complaint and endeavour to respond within a reasonable timeframe.
If you are not satisfied with our response, you may contact:
Office of the Australian Information Commissioner (OAIC)
Website: https://www.oaic.gov.auPhone: 1300 363 992
Office of the Victorian Information Commissioner (OVIC)
Website: https://ovic.vic.gov.auPhone: 1300 006 842
16. Changes to this Privacy Policy
We may amend this Privacy Policy from time to time to reflect changes in our services, legal obligations, or privacy practices.
The most current version will always be available on our website, and the effective date will be updated accordingly.
Contact Us
If you have any questions about this Privacy Policy or our privacy practices, please contact:
Thumos Health Services
PO Box 2077
Essendon West VIC 3040
Phone: (03) 9875 8585
Email: admin@thumos.com.au
Website: thumos.com.au