Policy Hub
Policies & Practice Information
Welcome to the Puggle Psychology Policies Hub.
This page provides important information about how our practice operates, your rights and responsibilities as a client (or parent/guardian), and the policies that support safe, ethical, and transparent psychological services.
You do not need to memorise this information. These policies are provided to support informed decision-making and can be referred to at any time.
How these policies work together
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- Each policy below addresses a specific aspect of service delivery
- Policies apply to all services unless otherwise stated
- Some policies apply only when the client is a child or young person (minor)
- Policies should be read together with the Informed Consent for Psychological Services
Practice Policies
Privacy, Confidentiality & Records Management Policy
Details how personal and health information is collected, stored, used, and disclosed. It explains confidentiality limits, mandatory reporting, record access, and court-ordered disclosures.
Fees, Billing & Funding Policy
Explains how fees are set and charged, including assessment structures and professional time. It also outlines Medicare, NDIS, and private funding pathways, and client responsibility for unpaid or rejected claims.
Cancellation, Rescheduling & Non-Attendance Policy
Outlines notice requirements and when cancellation or non-attendance fees apply. It explains how business days are defined and how to cancel or reschedule appointments.
Clients Rights
Clients accessing psychological services in Australia have specific rights regarding care, confidentiality, choice, and complaints. Puggle Psychology is committed to upholding these rights in line with professional and regulatory standards, and adopts the Australian Association of Psychologists Inc. (AAPi) Rights of Clients of Australian Psychologists as its client rights framework.
Complaints & Feedback Policy
Explains how clients, parents/guardians, and others can provide feedback or raise concerns. It outlines complaint handling processes, timeframes, escalation options, and external review pathways.
Communication & Out-of-Session Contact Policy
Explains how and when communication occurs outside of appointments, including email and SMS use. It also outlines response expectations, billing for out-of-session contact, and guidance for urgent situations.
Telehealth Policy
Explains how telehealth services are delivered and the requirements for privacy, technology, and location. It also outlines what happens if technical difficulties occur.
Technology & AI Use Policy
Explains the use of AI-assisted tools in clinical documentation and practice systems. It outlines data handling, security, clinician oversight, and the client’s right to opt out.
Children, Families & Decision-Making Policy
Applies when the client is a child or young person. This policy explains consent and legal decision-making authority, outlines confidentiality considerations, and describes how court orders and family arrangements are managed.
Professional Boundaries & Social Media Policy
Outlines professional boundaries that protect the therapeutic relationship. This includes expectations around social media, gifts, and dual relationships.
Safety, Behaviour & Practice Expectations Policy
Outlines behavioural expectations to maintain safety for clients, families, and staff. It explains supervision responsibilities, property use, and when services may be paused or ended for safety reasons.
These policies operate together with the Informed Consent for Psychological Services and are applied in accordance with applicable legislation, professional standards, and ethical obligations. They are reviewed periodically to ensure ongoing alignment with current standards.
Last updated: February 2026