Terms & Policies

 

General Information:

Confidentiality:

  • 'Lionheart Mind' is bound by law and ethics and has a professional responsibility to those they become aware of as being at significant risk. 

  • Individuals at significant risk are generally vulnerable members of the community who is being harmed or at risk of being harmed. 

  • Mandatory reporting can be necessary and in such circumstances confidentiality is not withheld.

  • This process is undertaken to ensure the safety of any vulnerable person.

Communication with third parties:

  • To support your care, I may occasionally liaise with other professionals involved in your support network (e.g., GP, psychiatrist, school staff, or allied health providers). Any such communication—including phone calls, written reports, or participation in case conferences—is billed either at a pro-rata rate of my standard session fee or as a flat fee, depending on the nature and duration of the task.

  • Flat fees may range from $80 to $280 for written reports or extended meetings. 

  • You will always be informed, and your consent requested in advance, if this kind of communication is necessary. You will also be instructed about any associated costs.

personal data:

  • 'Lionheart Mind' will only use personal information provided by you for the purposes for which it was collected. 

  • 'Lionheart Mind' will not disclose your personal information to a third party, without your consent.  

  • 'Lionheart Mind' will record your name, email address or phone number, only if you send them a message, book an appointment, sign up to their newsletter, or subscribe to their blog.  

  • Your email address or phone number will be used for replying to you directly, only if you wish to have 'Lionheart Mind' reply to your message or they need to communicate with you about information you have requested. And, 'Lionheart Mindf' will request your preferred method of contact for communicating with you and endeavour to use this method. 

  • Your details will be added only to those mailing lists on which you request inclusion.  

  • 'Lionheart Mind' will not use your email address for any other purpose, and will not disclose it to any third party, except if required by law or any other regulation. 

Comments:

  • 'Lionheart Mind' collects the data from visitor comments on its site. This is additional to the visitor’s IP address and browser user-agent, which help to detect spam.

  • Visitor comments may also be checked through an automated spam detection service.

Cookies:

  • If you leave a comment on the 'Lionheart Mind' site you may opt-in to saving your name, email address, and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.

External Websites:

  • 'Lionheart Mind' website provides links to other websites. 'Lionheart Mind' is not responsible for the content and the privacy practices of other websites and encourages you to examine each site’s privacy policy and make your own decisions about the currency, accuracy or completeness of any information found.

  • Articles on this site may include embedded content (e.g. videos, images, articles, etc). Embedded content from other websites behave in the same way as if the visitor has visited the other website. These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content: including tracking your interaction with the embedded content if you have an account and are logged in to that website.

Website analytics:

  • ‘Lionheart Mind’ website uses Google Analytics which transmits website traffic data servers in the United States. Google Analytics does not identify individual users or associate you IP address with any other data held by Google.

  • ‘Lionheart Mind’ uses reports provided by Google Analytics to help them understand website traffic and webpage usage. By using this website, you consent to the processing of data about you by Google in the manner described in Google’s Privacy Policy and for the purposes set out above. You can opt out of Google Analytics if you disable or refuse the cookie, disable JavaScript, or use the opt-out service provided by Google.

Social Media:

  • ‘Lionheart Mind’ website also uses interfaces with social media such as Facebook and Instagram. If you choose to “like” or “share” information from this website through these services, you should review the Meta Business Suite privacy policy at Privacy and Data Use Business Hub & Learn more about our Privacy Policy. If you are a member of a social media site, the interfaces may allow the social media site to connect your visits to this site with other personal information.

Security & storage:

  • Any consent forms emailed to the client for gathering personal information relevant to 'Lionheart Mind' services will be subject to the Privacy Act 1988 (Cth) & Health Records information Privacy Act 2002. These records will be stored until 7 years after the last client contact.

  • If you would like to access your personal data these guidelines may help you understand the process: https://www.oaic.gov.au/privacy/your-privacy-rights/your-personal-information/access-your-personal-information

  • Data is stored in hard copy and electronically in data storage systems which permit lawful access only by 'Lionheart Mind'  in order to perform their functions. Personal information is destroyed when it is no longer useful, incorrect, or it is unreliable.

  • Any complaints about the use of your data will be addressed by 'Lionheart Mind,' within 30 days of receipt. It will then be escalated to the Office of the Australian Information Commissioner, should the need arise. 

  • 'Lioinheart Mind' is committed to working with you to obtain a fair resolution of any complaint or concern about privacy and protection of personal information.

Cancellation and Refund Policy:

  • Cancellations or rescheduling made within 24 hours of your appointment will incur a cancellation fee. This fee is equal to the cost of the consultation you booked, as the appointment could have been allocated to another individual. 

  • No-shows will be treated as above and incur the total service fee.

  • All appointments are confirmed two days prior so please make sure you respond at that time, if necessary.

  • Clients who repeatedly cancel without adequate notice will be reffered to another practitioner.

refund policy:

  • Refunds will be provided for any service that has been pre-paid, as long as it is outside the 24 hour window, as stipulated above.

  • Refunds for specific events (groups, workshops, & retreats) will be honoured within the consented timeframe for that service.

complaints:

  • 'Lionheart Mind'  is committed to the services which are provided. All feedback, including complaints will be utilised to improve client service and care. Complaints will be handled in accordance with this policy. A copy of this policy is available on request.

  • Any person may make a complaint. You have the right to make a complaint and to have your concerns heard.

  • Your complaint will be handled with fairness and efficiency. 'Lionheart Mind' will maintain impartiality, confidentiality, and transparency when managing any complaints.

  • To enable the timely consideration of a complaint, specific details of the incident should be provided.

  • 'Lionheart Mind' is committed to responding to any complaints within five business days of receipt. A complaint may take time to resolve, and will be treated on an individual basis. 'Lionheart Mind' will address the issue in a  manner that it timely. Communication concerning progress to resolve the issue will be in effect.

  • If you need assistance with English to lodge a complaint, you can phone: 

    131 450 (Translating and Interpreting Service National) which offers 24/7 support for over 120 languages and dialects

how to raise a complaint:

  • Step 1: Raise the issue with your therapist where possible. In the first instance, if you are making a complaint about your therapist, consider bringing the issue up directly with your therapist. This may help to resolve your concerns, clarify any misunderstandings, to allow any grievances to be heard.

  • Step 2: Lodge a written email complaint directly to 'Lionheart Mind': alexa.theodorou.therapy@gmail.com. 

  • If you prefer not to raise the issue directly with your therapist, or you are not satisfied with the response you receive, please refer to Step 3.

  • Step 3: External review. If you are not satisfied with 'Lionheart Mind' handling of your complaint internally, or the internal process presents a conflict of interest, you are entitled to pursue an external method of review. These methods are:

escalating complaints via Australian Counselling Association:

  • Complaints policy:
    Please read further on the ACA Complaints policy here.

  • How To Lodge A Complaint via ACA:
    Please read further on the complaint process here.

  • ACA Complaint Form:
    Complete the complaints form found here.

  • Please remember that ‘Lionheart Mind’ is committed to working with you to resolve your complaint.

Policy compliance:

  • You confirm that your use of the 'Lionheart Mind' website includes your acceptance of these policies and their conditions of use. These policies are subject to change, so please remember to refer back regularly to this page to review any amendments.

Enquiries:

  • If you have any concerns about the 'Lionheart Mind' policies or require further information, please contact:

    Alexa Theodorou at 'Lionheart Mind'

    alexa.theodorou.therapy@gmail.com