Good Ritual Policies
Please read our policies below:
Privacy Policy
Complaint Handling Policy
Cancelation Policy
Privacy policy.
Private sector organisations within Australia are bound by various privacy laws in relation to information about you. We are committed to protecting the privacy and confidentiality of personal information collected from our clients in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). This Privacy Policy explains how and why we collection, use, hold and disclose your personal information
We, us, and our means Good Rituals Occupational Therapy ABN 97 675 959 010.
Why do we collect, use, hold and share your personal information?
The purpose of gathering your personal information varies depending on the services you seek from us. Typically, we collect, retain, and utilise your personal data to:
Deliver our services to you and manage our interaction with you effectively.
Establish communication with you, such as responding to your inquiries or addressing any concerns, and to convey important information.
Fulfill our legal obligations and cooperate with government agencies, law enforcement, or regulatory bodies.
Identify and inform you about additional products or services that we believe might interest you.
If you choose not to provide us with your personal information, it may hinder our ability to offer our services, communicate with you effectively, or address your inquiries. If you do not provide us with your personal information we may be unable to supply you with the goods or services you require.
What Personal Information do we collect?
Under applicable privacy legislation, personal information refers to details or viewpoints about an identified individual (or an individual who can be reasonably identified), regardless of their accuracy or whether they are documented. The type of personal information we gather about you is contingent upon the services you request from us. The information we collect about you is what you tell us when you fill in a form, send us an email or speak to one of our representatives that help us provide services to you. Generally, the information we collect may encompass:
Personal identifiers such as names, dates of birth, addresses, and contact details.
Contact information for both informal and formal support networks, where applicable.
Details regarding disabilities and medical conditions, including medical histories, current and past functional levels, prescribed medications, vaccination statuses, social backgrounds, and family histories.
National Disability Insurance Scheme (NDIS) numbers and plate dates.
How do we collect your personal information?
We may collect your personal information in several different ways which includes:
When referring to Good Rituals, we may collect your personal and demographic information. This may be completed by via our websites through the referral form, email, phone, or fax.
Further personal information may be collected during the course of providing services.
We may also collect your personal information when you visit our website, send us an email, SMS, phone us or communicate with us via social media.
Information may also be collected from other sources such as third parties. This may include information from:
Your guardian, nominee or responsible person.
Other involved healthcare providers such as allied health professionals, specialists, hospitals and community services.
How to do store and protect your personal information?
We take all reasonable steps to secure any personal information which we hold about you and to keep this information accurate and up-to-date. Personal information is stored either electronically or in hard copy and appropriate information security measures are in place to protect this information.
We sometimes share your personal information:
When it is required or authorised by law (e.g. court subpoenas).
When it is necessary to lessen or prevent a serious threat to a client’s life, health or safety or public health or safety, or it is impractical to obtain the client’s consent.
To establish, exercise or defend an equitable claim.
For the purpose of confidential dispute resolution process.
Should you at any time request access to your personal information, we require you to put this request in writing via info@goodritualsot.com.au and our practice will respond.
Feedback and complaints
We treat privacy-related complaints and concerns with utmost seriousness. If you have any privacy concerns, we encourage you to communicate them in writing by sending an email to info@goodritualsot.com.au. Your concerns will be attentively listened to, and we will respond accordingly, assessing whether further investigation is necessary. Following any investigation, we will promptly inform you of the outcome and any subsequent internal steps taken.
Privacy and our website
On our website, we provide a referral form and a contact form for your convenience, enabling the collection of personal information digitally. This information is securely transmitted directly to Good Rituals Occupational Therapy via email.
Additionally, our website utilises cookies, which are small text files that may be placed on your device to store information. We may employ persistent cookies, which remain on your computer even after you close your browser, to expedite your future visits to our website. Session cookies, on the other hand, are used to manage the display and presentation of information on the website during your browsing session and are no longer retained after you end your session.
You have the option to decline the use of cookies by adjusting the settings in your browser. However, please be aware that opting out of cookies may result in limited functionality of our website.
Complaint Handling policy.
At Good Rituals Occupational Therapy, we are committed to providing exceptional service to all our clients. However, we understand that there may be occasions where you may not be entirely satisfied with our services. We take complaints seriously and aim to address them promptly and fairly. This policy outlines our approach to handling complaints and the steps you can take if you wish to make a complaint.
Definition of a Complaint
A complaint is defined as any expression of dissatisfaction with our services, whether it be in person, over the phone, via email, or through any other communication channel.
How to Lodge a Complaint
Complaints can be lodged by contacting us through any of the following methods:
In person - We encourage you to discuss your complain with your Occupational Therapist at an appointment either in person or via telehealth.
Over the phone - If you would like to speak to your Occupational Therapist directly, their contact details are listed in your Service Agreement.
Via email - You may send an email addressing your concerns to info@goodrituals.com.au
Through our website's contact form - There is a contact form available on our website here. You can request to talk to someone regarding your complaint.
Complaint Handling Process
Upon receiving a complaint, we will:
Acknowledge receipt of the complaint promptly.
Allocate the complaint to an appropriate staff member for investigation and resolution.
Conduct a thorough investigation into the issues raised.
Keep you informed of the progress of the investigation and provide regular updates on the status of your complaint.
Endeavor to resolve the complaint as quickly as possible.
A register of complaints will be kept by Good Rituals Occupational Therapy in which the following is recorded:
Details of the complaint.
Date lodged.
Action taken.
Date of resolution and reason for decision.
Indication of complainant being notified of the outcome.
Complainant response and any follow up action.
Escalation of Complaints
If we are unable to resolve the issue between ourselves, or you are unsatisfied with the resolution, you can contact an external party.
You can raise a complaint with the Health Complaints Commissioner on 1300 582 113 or use the online form at the Health Complaints Commissioner website.
If you are an NDIS participant, you can contact NDIS on 1800 800 110 or feedback@ndis.gov.au for further advice and assistance with a resolution.
If the complaint is in relation to behaviour or practice that is deemed unsafe, you can submit a concern to AHPRA through their website.
Cancelation policy.
We are dedicated to delivering our services promptly and strive to accommodate your needs to the best of our ability. However, in cases where appointments are cancelled without sufficient notice or clients fail to attend, it can impede our ability to serve other clients.
Our cancellation policy is implemented to honour the time commitments of all parties involved. It outlines the procedure for requesting a cancellation and the associated fees, ensuring fairness to both our business and clients who may have otherwise sought an appointment. This policy always aligns with the pricing guidance provided by the National Disability Insurance Scheme (NDIS).
Fees
Good Rituals Occupational Therapy will claim 100% of the expected duration of the appointment if the client:
Does not show up to a scheduled appointment within a reasonable time, or
Has given less than 2 business days’ notice to cancel
While there are no set restrictions on the frequency of short-notice cancellations or no-shows, Good Rituals Occupational Therapy will engage in discussions with you if there is an unusually high number of cancellations. Together, we will explore concerns and collaboratively develop plans or strategies aimed at mitigating these occurrences in the future.