This policy is a working draft prepared for review by our lawyers. It sets out our intended practice and will be replaced by the reviewed version before launch.
In brief. Inner Help Pty Ltd (ABN 60 637 878 383) collects the personal and health information needed to assess and care for you. Health information is sensitive information under the Privacy Act 1988 (Cth) and we handle it under the Australian Privacy Principles. Your data is stored in Australia. We do not sell it. You can ask to see or correct it at any time.
Effective date:. This policy applies to innerhelp.com and to the assessment, care and therapy services provided through it.
1. What we collect
We collect only what we need to provide the service you have asked for.
- Identity and contact details: name, date of birth, email, phone, address, Medicare number where relevant, and emergency contact.
- Health information (sensitive information): intake questionnaires, informant questionnaires, clinical notes, assessment outcomes, diagnoses, medications, monitoring readings, letters to and from your GP, and therapy notes.
- Payment information: handled by our payment provider. We do not store full card numbers.
- Booking information: our booking tools hold only your name, email and appointment time.
- Website use: analytics data about how the site is used, collected only with your consent, and technical data such as browser type and IP address in server logs.
- Correspondence: messages you send us by email, form or phone.
We collect information from you directly. With your consent we may also collect it from your GP, from an informant you nominate, or from a previous treating clinician.
2. Why we collect it
- To assess, diagnose and treat you, and to provide therapy.
- To meet clinical safety and monitoring obligations, including state rules about controlled medications.
- To communicate with your GP and other clinicians involved in your care, with your consent.
- To take payment, manage your plan and answer your enquiries.
- To meet legal obligations, including record keeping, mandatory reporting and responding to lawful requests.
- To improve the service, using de-identified information only.
We do not use your health information for marketing. We do not sell personal information to anyone.
3. Consent
By completing intake you consent to us collecting and using your health information for the purposes above. You can withdraw consent at any time by contacting us, although this may mean we cannot continue to provide care. We ask for separate, specific consent before writing to your GP, contacting an informant, or using website analytics.
4. Storage and security
Your personal and health information is stored on servers located in Australia. We use encryption in transit and at rest, access controls that limit who can see your record to those involved in your care, and audit logs of access. Staff and clinicians are bound by confidentiality obligations. We do not transfer your health information overseas.
5. Third parties
We share information only with providers we need to run the service, and only the minimum they need.
- Booking: a booking tool that holds your name, email and appointment time.
- Email and messaging: a transactional email provider used to send confirmations and reminders.
- Payments: a payment provider that processes card details under its own security standards.
- Analytics: website analytics, loaded only if you accept analytics cookies.
- Clinical: the practitioners who provide your care, and your GP, pharmacy or another clinician where you have consented.
- Legal: regulators, courts or authorities where the law requires it.
A current list of providers and their hosting locations will be published here.
6. Retention
Clinical records are kept for at least seven years from the date of your last contact with us, or until you turn 25 if you were under 18 when the record was made, as required by law. Non-clinical information is kept only as long as needed for the purpose it was collected, then securely deleted or de-identified.
6A. Practitioner directory listings (collection notice)
The Inner Help finder includes unclaimed directory listings of practitioners who state publicly that they work with ADHD or autism. This notice is given under Australian Privacy Principle 5.
- What we collected. Publicly published professional details: name, profession and credentials exactly as published, practice name, suburb, state and postcode, whether telehealth is offered, and contact details (phone, website) where the practitioner published them as business contacts. We did not collect or publish biographies, photographs, fees, availability or personal contact details.
- Where it came from. Public professional directories and registers, and practitioners' own practice websites, collected in September 2026. Each listing shows the date it was last checked.
- Why. To help neurodivergent adults find practitioners, and to invite practitioners to claim, correct or remove their listing. A practitioner's professional email address, where published, is held for that invitation only and is never displayed.
- What we do not claim. An unclaimed listing does not mean the practitioner is affiliated with Inner Help, has been verified by us, or is available. The listing says so on its face.
- Your choices as a practitioner. Claim, correct or remove your listing from the listing page at any time and at no cost. A removal request hides the listing immediately and we confirm it within two business days. You can also email hello@innerhelp.com.
- Disclosure. Listing details are displayed on this website and processed by our hosting and email providers (section 5). They are not sold or shared for marketing.
7. Access and correction
You can ask to see the personal information we hold about you, and ask us to correct it if it is wrong or out of date. Email hello@innerhelp.com or call 1800 841 890. We will respond within 30 days. We may need to verify your identity first. In limited cases the law allows us to refuse access, and if so we will tell you why.
8. Complaints
If you think we have mishandled your information, tell us first at hello@innerhelp.com. We will acknowledge your complaint within five business days and aim to resolve it within 30 days. If you are not satisfied, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.
9. Changes
We may update this policy from time to time. The current version is always published at this address with its effective date. Material changes will be notified by email to current patients.
10. Contact
Privacy Officer, Inner Help Pty Ltd
Level 7/222 Exhibition St, Melbourne VIC 3000
Phone: 1800 841 890
Email: hello@innerhelp.com
See also our terms of service and refund policy.