Privacy Policy

Alana Howells trading as Aurora Psychology

Last updated: 2nd August 2026

Aurora Psychology ("we", "us", "our") is committed to protecting the privacy of the personal and health information of our patients, website visitors, and other individuals we deal with. This policy explains how we collect, use, store, and disclose personal information, including information submitted through our website at www.alanahowells.com.au, and how you can access, correct, or complain about the handling of your information.

1. Legal Framework

We handle personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth), and, as a Victorian health service provider, the Health Records Act 2001 (Vic). As a provider of health services, we are bound by these obligations regardless of annual turnover — the small business exemption that applies to some sole traders does not apply to us.

2. Information We Collect

Depending on how you interact with us, we may collect:

• Identifying details: name, date of birth, address, phone number, email address

• Health information: assessment notes, diagnosis, treatment history, session notes, referral letters, Medicare/Mental Health Care Plan details, and other clinically relevant information

• Billing and payment information

• Emergency contact details

• Information submitted through website forms (enquiry, contact, or appointment request forms), such as your name, contact details, and the nature of your enquiry

• Website usage information collected automatically (e.g. via cookies or analytics tools), such as pages visited and browser/device type, if these are used on our site

3. How We Collect Information

We collect information directly from you — in consultations, over the phone, by email, or through forms on our website — and, where relevant and with your consent, from referring practitioners, other treating professionals, or third parties such as Medicare. Patient and billing records are managed through our practice management system (Halaxy) and accounting software (Xero).

4. Purpose of Collection and Use

We collect and use personal and health information to assess, diagnose, and provide psychological services; to manage appointments and billing; to respond to website enquiries and booking requests; to comply with our legal, professional, and reporting obligations (including under AHPRA and the Psychology Board of Australia); and, only with your consent, to communicate with other treating practitioners involved in your care.

5. Disclosure to Third Parties

We do not sell or trade personal information. We may disclose information to:

• Your GP or other treating practitioners, where you have consented to this or where required for continuity of care

• Medicare, health funds, or EAP providers, where relevant to billing or funding of your treatment

• Our practice management, accounting, and IT service providers (e.g. Halaxy, Xero), who process information on our behalf under confidentiality obligations

• Regulatory or legal bodies where required or authorised by law (for example, mandatory reporting obligations, or a subpoena)

All of our current service providers, including Halaxy, store information within Australia. If this changes, or if any future provider stores or processes information overseas, we will update this policy accordingly.

6. Storage and Security

Client records are stored electronically in a secure, password-protected practice management system, accessible only to authorised staff. Website form submissions are transmitted securely and handled with the same care as other client information. We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure.

7. Data Breaches

If we become aware of a data breach likely to result in serious harm to affected individuals, we will comply with our obligations under the Notifiable Data Breaches scheme in the Privacy Act 1988 (Cth), including notifying affected individuals and the OAIC where required.

8. Retention and Destruction

We retain patient records for the period required under applicable health records and professional record-keeping guidelines (as a general guide, at least seven years from the last date of service for adult patients, and until a patient who was a minor at the time of treatment turns 25 — confirm current requirements with AHPRA/Psychology Board guidelines or your professional indemnity insurer). Records are securely destroyed or de-identified once no longer required to be held.

9. Access and Correction

You may request access to, or correction of, the personal information we hold about you at any time by contacting your psychologist or Aurora Psychology directly. We will respond within a reasonable time and may discuss the information with you and/or provide a copy, subject to any legal exceptions (for example, where access could pose a risk to your safety or that of another person).

10. Cookies and Website Analytics

Our website uses Google Analytics to help us understand how visitors use the site (for example, which pages are viewed and general visitor numbers). Google Analytics uses cookies and collects information such as your IP address, device and browser type, and browsing behaviour on our site. This data is used in aggregate and is not used by us to identify individuals. You can find out more about how Google handles this data at Google's Privacy Policy, and you can opt out of Google Analytics tracking using the Google Analytics Opt-out Browser Add-on. You can also disable cookies generally through your browser settings, though this may affect some site functionality.

11. Complaints

If you have a concern about how we have handled your personal information, please contact us directly at alana@aurorapsychology.com.au so we can address it. We will respond within a reasonable time, generally within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

Phone: 1300 363 992

Post: GPO Box 5288, Sydney NSW 2001

Online: oaic.gov.au

Note: the OAIC generally requires you to have first raised the matter with us and given us a reasonable opportunity (generally 30 days) to respond before they will investigate.

12. Contact Us

Alana Howells

Email: alana@aurorapsychology.com.au

Phone: 0432 711 060

Address: 2/148 Epsom Road Ascot Vale VIC 3032