Privacy Policy
Last updated: October 2026
About This Privacy Policy
ILAMOS respects your privacy and is committed to protecting the personal and health information entrusted to the practice.
This Privacy Policy explains how ILAMOS collects, holds, uses, discloses and protects personal information, including health information, and how you may access or correct your information or raise a privacy concern.
ILAMOS provides psychotherapy, counselling and clinical hypnotherapy and handles personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), together with other applicable legal and professional obligations.
This policy applies to information collected through ILAMOS services, appointments, communications, forms, website and associated systems.
What Information We Collect
The information ILAMOS collects depends on your interaction with the practice and the services provided to you.
Personal information may include:
your name, date of birth and contact details
address and emergency contact information
parent, guardian or responsible-person information where relevant
appointment and booking information
billing, payment and transaction information
correspondence and communications with ILAMOS
information provided through website enquiries or forms
other information reasonably necessary to provide or administer services
Because ILAMOS provides therapeutic services, information collected may also include sensitive and health information, such as:
your physical and mental health history
current or previous health conditions
medications and relevant treatment history
information about previous or current health practitioners and services
presenting concerns, symptoms and therapeutic goals
personal, family, relationship, social and lifestyle information relevant to therapy
information discussed during therapy sessions
risk and safety information where relevant
assessments, questionnaires and intake information
clinical and session notes
ILAMOS aims to collect only information that is reasonably necessary for providing and administering its services or otherwise permitted or required by law.
How We Collect Information
Where practicable, ILAMOS collects personal information directly from you.
Information may be collected when you:
make an enquiry
book or attend an appointment
complete an intake, consent, assessment or other form
communicate by telephone, email, text message or other electronic means
participate in an in-person or telehealth session
use the ILAMOS website or online booking facilities
otherwise provide information during the course of therapy
In some circumstances, information may be received from another person or organisation, such as a parent or guardian, referring practitioner, health professional or another service provider.
Where information is obtained from another source, ILAMOS will take reasonable steps to ensure you are made aware of the collection where required and appropriate.
Why We Collect and Use Your Information
ILAMOS collects, holds and uses personal and health information for purposes associated with providing and administering its services.
These purposes may include:
responding to enquiries
assessing whether ILAMOS services are appropriate for your needs
providing psychotherapy, counselling and clinical hypnotherapy
planning, documenting and reviewing therapy
communicating with you about appointments and services
maintaining clinical and administrative records
processing payments and managing accounts
providing telehealth services
communicating with another professional or service where appropriately authorised
professional supervision and consultation
managing feedback or complaints
maintaining the safety, security and operation of the practice
meeting insurance, professional and administrative requirements
complying with applicable legal and professional obligations
What Happens if You Do Not Provide Information
You are generally not required to provide personal information simply to browse the ILAMOS website.
However, some personal and health information is necessary for ILAMOS to safely and appropriately provide therapeutic services.
If relevant information is not provided, ILAMOS may be unable to provide a particular service, determine whether a service is appropriate, communicate with you about an appointment or meet applicable professional or legal obligations.
Where possible, this will be discussed with you.
Use and Disclosure of Your Information
ILAMOS generally uses and discloses personal information for the purpose for which it was collected.
Your information may also be used or disclosed for another purpose where:
you have provided consent
you would reasonably expect the use or disclosure and it is permitted by law
it is required or authorised by law
it is necessary in circumstances involving a serious threat to life, health or safety where permitted by law
an applicable mandatory reporting obligation arises
another permitted legal basis applies
Where appropriate and reasonably possible, ILAMOS will discuss a proposed disclosure with you before information is shared.
Children and Young People
ILAMOS provides services to adolescents as well as adults.
When working with a young person under 18 years of age, ILAMOS considers the young person's age, maturity, understanding, individual circumstances and capacity to provide informed consent in relation to the particular service or decision.
Depending on the circumstances, consent may be provided by a parent or legal guardian, by a young person who has sufficient maturity and understanding to provide their own informed consent, or through an appropriate combination of young-person and parent or guardian involvement.
ILAMOS recognises that privacy and confidentiality are important to establishing an effective therapeutic relationship with a young person.
Where a young person has sufficient capacity to make decisions about their own information, their privacy and confidentiality will be respected in accordance with applicable legal and professional obligations.
Parents and guardians will be informed about the confidentiality arrangements applying to the young person's therapy, including the circumstances in which information may or must be disclosed.
Information will not automatically be shared with a parent or guardian simply because they arranged or paid for the young person's therapy. The information that may be shared will depend on the young person's capacity, consent, safety, applicable legal and professional obligations and the particular circumstances.
Where appropriate, ILAMOS encourages young people to involve a parent, guardian or another trusted person in supporting their wellbeing while maintaining appropriate therapeutic boundaries and confidentiality.
Confidentiality may be limited where disclosure is required or authorised by law, where an applicable reporting obligation arises, or where there are serious concerns regarding the safety of the young person or another person.
Where appropriate and reasonably possible, ILAMOS will discuss a proposed disclosure with the young person before information is shared.
Requests by a parent or guardian to access a young person's information or clinical records will be considered individually, taking into account the young person's capacity, privacy rights, consent, safety and applicable legal requirements.
Sharing Information With Other Professionals
There may be circumstances where communicating with another health professional or service would support your therapy or continuity of services.
Where your consent is required, ILAMOS will explain the purpose of the proposed information exchange and the information to be shared before seeking your consent.
This may include communication with a GP, psychologist, psychiatrist, counsellor, allied health practitioner or another service involved in supporting you. ILAMOS will not routinely disclose therapeutic information to another provider merely because that provider is involved in your treatment. Information may be disclosed without consent where disclosure is otherwise required or authorised by law.
Professional Supervision and Consultation
Professional supervision and consultation support ethical and effective therapeutic practice. From time to time, aspects of therapeutic work may be discussed with an appropriately qualified supervisor or professional colleague. Information will be limited to what is relevant to the purpose of supervision or consultation, and identifying information will be avoided wherever practicable.
Service Providers and Technology
ILAMOS uses third-party service providers and technology to support the operation of the practice.
These may include services used for:
practice and client management
online bookings and appointment administration
telehealth
electronic forms and communications
payment processing
secure data storage
website hosting
website analytics and performance
email and business communications
clinical documentation
Where third-party providers handle personal information on behalf of ILAMOS, reasonable steps are taken to select and use services appropriate to the sensitivity of the information involved.
Halaxy
ILAMOS uses Halaxy for practice management and may use it for functions including appointments, client information, forms, communications, billing and clinical records.
Information entered into or maintained through Halaxy is subject to Halaxy's security and privacy arrangements as well as ILAMOS's own privacy obligations. Further information about Halaxy's privacy practices is available through Halaxy's Privacy Policy.
AI-Assisted Clinical Documentation
ILAMOS may use NovoNote, an AI-assisted clinical documentation tool, to assist in preparing clinical notes.
NovoNote will only be used for therapy sessions with your knowledge and consent.
When NovoNote is used, session audio is temporarily processed to produce a transcript and draft clinical note. NovoNote states that the audio is temporarily cached and deleted after successful transcription.
NovoNote states that session notes and transcripts for Australian users are stored on servers located in Australia and that client data is not used by NovoNote or third-party large language models to train AI models.
AI-generated documentation is not automatically accepted as the clinical record. Your practitioner reviews and, where necessary, edits generated material before retaining an appropriate clinical note.
You may decline the use of NovoNote or withdraw your consent to its future use without affecting your access to therapy.
Where NovoNote is proposed for a young person's therapy, appropriate consent will be obtained having regard to the young person's capacity and the consent arrangements applying to their therapy.
Recording and Transcription
Except for temporary audio processing associated with NovoNote where appropriate consent has been provided, ILAMOS does not routinely audio or video record therapy sessions.
Any other recording or transcription of a therapy session will only occur with your knowledge and, where appropriate, your specific consent.
Consent to one type or purpose of recording, transcription or information use will not automatically be treated as consent to another.
How We Store and Protect Information
Personal and health information may be held electronically and, where applicable, in physical form.
ILAMOS takes reasonable steps appropriate to the sensitivity of the information to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
These measures may include appropriate access controls, passwords and authentication, secure practice-management and technology systems, device and account security, restricted access to clinical information and appropriate physical security measures.
No method of electronic storage or transmission can guarantee absolute security. ILAMOS reviews its privacy and information-security practices and takes reasonable steps to manage identified risks.
Overseas Disclosure and Storage
ILAMOS seeks to use systems appropriate for handling Australian health information and, where practicable, services that store clinical information in Australia.
Halaxy states that Australian practice data is stored in Australia.
NovoNote states that session notes and transcripts for Australian users are stored in Australia.
Other technology providers used in operating the practice, including website hosting, email, communications, payment, analytics or cloud-service providers, may process or store some personal information outside Australia.
Where ILAMOS is likely to disclose personal information to an overseas recipient, ILAMOS will take reasonable steps required under applicable privacy law and, where practicable, provide information about the relevant overseas location.
Website, Cookies and Online Information
When you visit the ILAMOS website, limited technical information may be collected automatically. This may include information such as your device or browser type, IP address, pages visited, referring website and general interaction with the site.
ILAMOS uses cookies and similar technologies to help the website function effectively, maintain security, understand website traffic and improve the visitor experience.
Some cookies are necessary for the website to operate properly. Where enabled, analytics and performance cookies may also be used to help ILAMOS understand how visitors interact with the website.
Where consent is required, optional cookies will be used in accordance with the choices you make through the website’s cookie banner or preference controls.
Third-party services used to support the website may also use cookies or similar technologies in providing their services.
You can manage or change your cookie preferences through the website’s cookie controls where available. You may also be able to manage cookies through your browser settings, although disabling some cookies may affect how the website operates.
ILAMOS does not intentionally provide clinical information, therapy content or information submitted through clinical intake forms to website analytics or advertising platforms.
If ILAMOS introduces additional analytics, advertising or tracking technologies in the future, this Privacy Policy and relevant website consent settings will be reviewed and updated as appropriate.
Direct Marketing and Practice Updates
ILAMOS will not use sensitive health information for direct marketing without appropriate consent.
If you choose to receive practice news, educational information or other updates, you may withdraw your consent or unsubscribe at any time.
Administrative communications relating to your appointments or services are separate from optional marketing communications.
Clinical Records and Retention
ILAMOS maintains clinical and administrative records in accordance with applicable privacy, professional and record-keeping requirements.
Clinical records for adult clients are generally retained for a minimum of seven years from the date of the last service or contact.
Where a client is under 18 years of age, records may need to be retained for a longer period in accordance with applicable legal, professional and insurance requirements.
Records may also be retained for longer where required or authorised by law, where relevant to an ongoing legal or complaint process, or where another legitimate professional requirement applies.
When personal information is no longer required to be retained and there is no lawful reason to continue holding it, ILAMOS will take reasonable steps to securely destroy or de-identify it.
Accessing Your Information
You may request access to personal information ILAMOS holds about you.
Requests should be made using the contact details below.
ILAMOS may need to verify your identity before providing access.
Access will generally be provided within a reasonable period. In some circumstances, access may be limited or refused where permitted by law.
If access is refused, ILAMOS will generally provide written reasons and information about available complaint mechanisms where required.
For a young person's information, requests for access by the young person, parent or guardian will be considered having regard to the young person's capacity, consent, privacy interests, safety and applicable legal requirements.
Correcting Your Information
ILAMOS takes reasonable steps to ensure personal information it holds is accurate, up to date, complete and relevant for the purposes for which it is used.
If you believe information held about you is inaccurate, out of date, incomplete, irrelevant or misleading, you may request that it be corrected.
If ILAMOS does not agree to make a requested correction, you may ask for a statement noting your requested correction to be associated with the relevant record where applicable.
Data Breaches
ILAMOS takes reasonable steps to prevent and respond to privacy and data-security incidents.
If a data breach occurs, ILAMOS will assess the incident and take appropriate steps to contain and manage it.
Where a data breach is likely to result in serious harm and meets the requirements of the Notifiable Data Breaches scheme, affected individuals and the Office of the Australian Information Commissioner (OAIC) will be notified as required by law.
Privacy Complaints
If you have a question or concern about how your personal information has been handled, you are encouraged to contact ILAMOS.
Please provide enough information for the concern to be understood and investigated.
ILAMOS will acknowledge and consider privacy complaints and aim to respond within a reasonable timeframe.
If you are not satisfied with the response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC).
Contact ILAMOS
For questions about this Privacy Policy, requests to access or correct personal information, or privacy complaints, please contact:
ILAMOS
Email: info@ilamos.com.au
Phone: 0434 843 046
Website: ilamos.com.au
Changes to This Privacy Policy
ILAMOS may update this Privacy Policy from time to time to reflect changes in services, technology, information-handling practices or applicable legal and professional requirements.
The current version will be published on the ILAMOS website with the date of the most recent update.