Privacy Statement | PORTS
Practitioner Online
Referral Treatment Service

Tel. 1800 176 787
Fax. 02 9475 0249

I need Urgent Help

Privacy Statement

The PORTS Clinic (PORTS) is a telephone and online mental health screening assessment and treatment service.

PORTS respects the privacy of individuals. PORTS is committed to complying with all applicable privacy laws including the Privacy Act 1988 (Cth), the Health Records and Information Privacy Act 2002 (NSW) and other applicable laws which protect the privacy of personal information (including health information in States where PORTS provides services). This Privacy Statement sets out in more detail how PORTS manages your personal information.

By accessing PORTS services you agree to be bound by this Privacy Statement and PORTS Terms of Use.

What information does PORTS collect and hold about you?

During the course of your interactions with PORTS we may collect personal information about you. We may collect your name, date of birth, contact details, emergency contacts, details of any health practitioner that refers you to us, your medical history, family medical history, treatment and advice you have been given, and other information relevant to your participation in our services.

Information we collect about you is generally considered sensitive information (specifically health information) within the meaning of privacy laws.

How does PORTS collect and hold your personal information?

PORTS will generally collect your personal information directly from you when you interact with us by telephone, email, instant messaging or via our website.

We may also collect information about you from another person such as the health practitioner that refers you to PORTS (e.g. your GP).

When you undertake the PORTS Assessment, participate in a PORTS treatment service or participate in post-treatment assessment, the information you provide and details of your interaction with PORTS will be recorded.

Your information may be stored in an electronic record and/or paper based records. Each time you interact with PORTS new information may be added to your record.

Giving us personal information is voluntary but if information is not provided, PORTS may be limited in the assistance we can provide. By giving us current, accurate and complete information, we are best placed to assist you.

Why and how does PORTS collect, hold, use and disclose your personal information?

We generally collect, hold, use and disclose your personal information for the purpose of assisting us to provide to you the services available at PORTS. This may include screening assessment and service evaluation purposes, as well as for reference by PORTS therapists if you choose to engage in PORTS treatment services or require referral information.

Any PORTS therapist who is under supervision discusses their cases with their supervisor. By accessing PORTS services you agree that your therapist will discuss your case with their supervisor.

We may disclose your personal information if we reasonably believe that the disclosure is necessary to lessen or prevent a serious or imminent threat to the life, health or safety of any individual, or to public health or safety.

We may also use or disclose your personal information for other purposes required for the administration, management and operation of PORTS, including:

  • managing, monitoring, planning and evaluating our services (including for teaching and training purposes);
  • accreditation, safety and quality assurance and improvement activities, including those undertaken in conjunction with Macquarie University;
  • testing and maintenance of information technology systems;
  • risk management activities (including liaising with our insurers and legal representatives);
  • responding to complaints or inquiries about our activities and services;
  • obtaining advice from consultants and professional advisers;
  • responding to subpoenas, other legal orders and reporting obligations (including reporting to Child Protection Authorities or Police in situations where someone is judged to be at risk of self-harm, or of harming others. PORTS therapists are also obliged to report to Police information obtained about the commission or suspected commission of a criminal act);
  • to fulfill our funding and regulatory requirements with Commonwealth and Western Australia Primary Health Alliance (WAPHA);
  • a replacement provider in the event that the services or funding of PORTS are terminated;

In certain circumstances, your personal information may be used or disclosed (including to Macquarie University) for research, or for the compilation or analysis of statistics, relevant to public health or safety. Use of information in this way is strictly limited under privacy laws and generally requires approval of an ethics committee.

Where information is disclosed or published for research or scholarly purposes, all reasonable efforts will be made to de-identify the information. If used for research and publication purposes, your information will be analysed in a non-identifiable form and dissemination of the results will not contain material capable of identifying you.

Will your personal information be sent overseas?

PORTS does not typically or routinely disclose personal information to overseas recipients. Unless we have your consent, or an exception under Australian privacy laws applies, PORTS will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach Australian privacy laws or otherwise ensure that the disclosure complies with Australian privacy laws.

How does PORTS protect your information?

Your personal information is held in PORTS’s password-protected computer systems and in access controlled premises. We maintain strict policies regarding who has the authority to access your personal information. All our staff are bound by a formal code of conduct. We educate and supervise staff about the requirements to handle information in accordance with this Privacy Statement and privacy laws, and with respect and care.

PORTS uses and implements professional and industry standards for the security and protection of information collected. For example, information submitted to the PORTS website is secured using Secure Sockets Layer (SSL) software and protected by encryption and firewall technology. We take all reasonable steps to hold information securely in electronic or physical form. We also store information in access-controlled premises and in electronic databases requiring logins and passwords.

You should sign out or close your browser once you have finished using the PORTS website. This is to ensure that others cannot access your personal information and correspondence.

Does the PORTS website use cookies?

Our website uses cookies. Cookies are small text files which are placed on your hard drive to store information about your browsing and to communicate to the secure PORTS servers to authenticate access to the PORTS website. The cookies do not collect any personal information about you. Non- identifiable information on persons visiting the PORTS website is collected via the use of cookies and pixels and may be used to authenticate access to the PORTS website and for re-marketing purposes.

How can you access or seek correction of your personal information?

You may request access to personal information we hold about you by contacting us using the details below. PORTS endeavours to ensure that your information is accurate, up-to-date and complete. You can help us to achieve this by letting us know if your personal details change (for example, your contact details). If you consider any personal information we hold about you is not accurate, you may also request correction of that information. Please note that it is generally not possible to make changes to clinical information recorded in your medical record. In that circumstance, you may be entitled to request that we associate a statement with your record.

What should you do if you have a question or complaint about the handling of your personal information?

You may contact PORTS at any time if you have any questions or concerns about this Privacy Statement or how your personal information has been handled using the contact details below. If you have contacted PORTS and your question or concern has not been able to be resolved to your satisfaction, you may make a complaint to us.

We will consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the issue. We will generally respond to you within a week. If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and endeavour to complete our investigation promptly. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with the individuals concerned.

In most cases we will investigate and respond to your complaint within 30 days. If the matter is more complex or our investigation may take longer, we will let you know.

If you are not satisfied with our response to a complaint, or you consider that we may have breached privacy laws, you are entitled to make a complaint to the Office of the Australian Information Commissioner, the NSW Information and Privacy Commission, or the Office of Information Commissioner (WA).

The Office of the Australian Information Commissioner can be contacted by telephone on 1300 363 992 and full contact details can be found online at The NSW Information and Privacy Commission can be contacted on 1800 472 679 or online at The Office of the Information Commissioner (WA) can be contacted by telephone on (08) 6551-7888 or email

What is PORTS and how can you contact PORTS?

PORTS is operated by MQ Health Pty Ltd, a controlled entity of Macquarie University, Sydney, Australia.

MQ Health Pty Ltd’s Privacy Policy and Procedure can be accessed by clicking HERE. MQ Health (and PORTS) complies with the University’s Privacy Management Plan, the University’s Privacy Policy and Privacy Procedure to the extent that they relate to PORTS. To the extent that there are any inconsistencies between these documents, for PORTS matters, the PORTS Privacy Statement prevails.

If you have a privacy related query or wish to make a complaint you can contact us on 1800 176 787 between 9am - 5pm Monday to Friday, WST (excluding public holidays) or email us

How are changes to this Privacy Statement made?

This Privacy Statement was last updated in October 2019 and may be reviewed or amended from time to time. Please see our website for the latest version of this Privacy Statement.