Last updated: November 2026

Oakwise Therapy (ABN 23 521 282 583) is an online psychology practice run by Zohreh Mokhtari, Registered Psychologist (Ahpra registration PSY0002759223). Your privacy matters, and this policy explains how your personal and health information is collected, used, stored and shared.

Laws and professional standards

Oakwise Therapy handles your information in line with:

• the Privacy Act 1988 (Cth) and the Australian Privacy Principles
• the Health Records and Information Privacy Act 2002 (NSW) and its Health Privacy Principles
• the Psychology Board of Australia’s Code of conduct for psychologists (in effect from 1 December 2025), administered by Ahpra
• the practice guidelines of the Australian Psychological Society (APS), of which Zohreh is a member

What information is collected

• Contact details, date of birth and preferred name
• Emergency contact details, and parent or guardian details for clients under 16
• Your GP’s details, referrals and Mental Health Treatment Plans
• Medicare and Victims Services NSW details, where relevant
• Health information you share before and during sessions, and clinical notes, assessments, letters and reports
• Appointment, billing and payment records (full card numbers are not stored by Oakwise Therapy)
• Information you send through this website, such as the contact and intake forms

How it is collected

Information is usually collected directly from you: through the intake form, bookings, email, phone and sessions. With your consent, it may also be collected from your GP or other health professionals, Victims Services NSW, or a parent or guardian. You can make a general enquiry without giving your full name. If you choose not to provide the information needed, it may not be possible to provide a service or process a rebate.

How it is used

• To provide, plan and review your psychological care
• To keep you safe, including contacting your emergency contact if there is a serious concern for your safety
• To process Medicare rebates and Victims Services claims
• To communicate with your GP or other referrers, with your consent. If you are referred under a Medicare Mental Health Treatment Plan, a brief report is sent to your referring GP, as Medicare requires; this is explained before your first session
• For appointments, invoices and administration, including appointment reminders by SMS or email
• To meet legal and professional obligations, including record-keeping and professional supervision. Cases are only discussed in supervision in de-identified form

Your information is not used for marketing, and your Medicare number is used only to process Medicare claims, not to identify you for any other purpose.

Confidentiality and when information may be shared

What you share in therapy is confidential. Your information is only shared with your consent, or where the law requires or allows it, for example:

• where there is a serious threat to the life, health or safety of you or someone else
• child protection reporting obligations under NSW law
• a subpoena or court order
• mandatory notifications under the Health Practitioner Regulation National Law
• information Medicare (Services Australia) or Victims Services NSW needs to process your claim

For young people, what is shared with parents or guardians depends on the young person’s age and maturity. This is explained to both at the start.

You can withdraw your consent to any use or sharing of your information at any time by letting Zohreh know, although this may affect the services that can be provided.

Storage and security

Clinical records are kept electronically in Halaxy, a secure practice management system. Email and documents are managed through Google Workspace and Microsoft 365. Sessions are held on a secure, encrypted video platform. No internet connection is completely private, so please join from a private space. Sessions are never recorded for any purpose other than the note-taking described below, and only with your consent. Reasonable steps are taken to protect your information, including strong passwords, two-factor authentication and restricted access. Email is not completely secure, so please avoid sending detailed personal information by email.

Information stored overseas

Some service providers used by Oakwise Therapy may store or process information outside Australia, including Google Workspace and Microsoft 365. Reasonable steps are taken to make sure these providers protect your information in a way consistent with the Australian Privacy Principles.

How long records are kept

Under NSW law, health records are kept for 7 years after your last session. If you were under 18 when the information was collected, records are kept until you turn 25. Records are then securely destroyed.

Accessing and correcting your information

You can ask to see or correct your information by contacting Oakwise Therapy. Requests are answered within 30 days. In limited circumstances allowed by law, access may be refused or a summary provided instead, and you will be told why. There is no charge to make a request, but a reasonable fee may apply for copying.

AI-assisted note-taking and automated decisions

With your consent, Oakwise Therapy may use an artificial intelligence (AI) note-taking tool to help write accurate clinical notes from your session. Only information needed for your clinical record is captured, it is not used for any other purpose, and all AI-generated notes are reviewed by Zohreh before they are saved to your record. The AI tool’s copy of the session information is automatically deleted within 24 hours. You can say no, or withdraw your consent at any time, without it affecting your care.

No decisions about you are made solely or partly by computer programs.

Website

This website may use cookies to work properly and to understand how visitors use it. Information you send through the website forms is emailed to Oakwise Therapy and stored on the website’s server.

Data breaches

If a data breach is likely to cause you serious harm, you and the Office of the Australian Information Commissioner (OAIC) will be notified, as required by the Notifiable Data Breaches scheme.

Questions and complaints

If you have a question or concern about your privacy, please contact Zohreh first. Complaints are responded to within 30 days. If you’re not satisfied with the response, you can contact:

• Office of the Australian Information Commissioner: 1300 363 992, oaic.gov.au
• NSW Information and Privacy Commission: 1800 472 679, ipc.nsw.gov.au

Concerns about a psychologist’s professional conduct in NSW can be raised with the Health Care Complaints Commission (1800 043 159, hccc.nsw.gov.au) or Ahpra (1300 419 495, ahpra.gov.au).

Contact

Zohreh Mokhtari, Oakwise Therapy
Email: zohreh@oakwisetherapy.com.au
Phone: 0457 355 747

This policy may be updated from time to time. The latest version is always available on this page.