Polices & Procedures

Understanding which mental health professional is right for you
It can be really confronting trying to find the right person when it comes to your mental health treatment. There are so many different disciplines, qualifications, and roles under the ‘mental health’ umbrella. There are many things to consider when differentiating the various roles, including the levels of education, experience, continued professional development, supervision needs and whether they are regulated and/or licensed under a professional body/board. Let’s take a look at some of the most common roles and unpack what each can offer you.
 

Psychiatrists (can diagnose & medicate)
A psychiatrist is a trained medical doctor, who has specialised in mental health treatment, particularly in the area of pharmaceuticals/medication. Psychiatrists can evaluate, diagnose, and treat mental health disorders and are regulated and accredited under the Australian Health Practitioner Regulation Agency (AHPRA). It's important to note that while psychologists can diagnose, they cannot prescribe medication. Psychiatrists, who are medical doctors, are the professionals who can prescribe and manage medication for mental health conditions.
 

Psychologists (can diagnose with correct specialised training)
A psychologist is an individual who specialises in the study of behaviour and the mind, including treatment of mental, emotional, and behavioural disorders. Psychologists can vary in education levels, training, and area of speciality (e.g. clinical, sports, forensic or organisational psychology). All Psychologists in Australia have to be accredited through AHPRA & most have memberships with professional bodies such as APS. Several types of psychologists are qualified to diagnose mental health conditions. Clinical psychologists and clinical neuropsychologists are specifically trained to assess, diagnose, and treat a wide range of psychological disorders. Additionally, counseling psychologists, school psychologists, and even some general psychologists may have diagnostic capabilities, depending on their training and experience. This does not mean all psychologists have the training & authority to diagnose mental health issues.
 

Counsellors and Psychotherapists (can teach techniques & skills for managing symptoms & assist in recovery / management)
Counsellors and psychotherapist are individuals who are trained in talk therapy, and can help with problem solving, stress, grief, self-esteem and relationships. A counsellor or psychotherapist cannot diagnose a mental or medical health condition. If they have undertaken the appropriate specialised training they can teach techniques & skills to assist you with managing symptoms, problems or issues of an already diagnosed mental health status, condition or issue. Many counsellors have qualifications and training, but you don’t need any special qualifications or training to be a counsellor in Australia. It is important to check if your counsellor is registered with a professional body like the ACA or PACFA.
 

Mental health professionals (can teach techniques & skills for managing symptoms & assist in recovery / management depending on level of specialised training)
Mental health professionals can be individuals from a range of backgrounds including social work, nursing, psychology and counselling. A mental health professional can provide services for the purpose of improving an individual’s mental health or to treat mental health concerns. As the level of education and training can differ depending on the professional background it is important to ask about credentials. Like psychologists, social workers and nurses are regulated under professional bodies, this can include being an Accredited Mental Health Social Worker (AMHSW) or registered with the Nursing and Midwifery Board of Australia (NMBA) respectively, though they do not hold the authority to diagnose.
 

Mental Health Coaching  (can teach techniques & skills for managing symptoms & assist in recovery / management depending on level of specialised training)
A mental health coach is a professional who provides guidance, advice, and support to individuals in their personal development and professional life. They can help build motivation, assist in planning and help achieve individual goals. Coaches can educate on topics & assist in connecting you with the correct health professionals or services if diagnosis or alternative treatment is required, but a coach cannot diagnose a mental or medical health condition. If they have undertaken the appropriate specialised training they can teach techniques & skills to assist you with managing symptoms, problems or issues of a diagnosed mental health status, condition or issue. Coaching is not regulated in Australia, so no qualifications or certificates are actually necessary.
 

Thank you for your understanding & your co-operation,
Yutori Therapy Pty Ltd 

 What is mental health coaching? What are the Risks and Benefits?
Mental health coaching can be quite different than talking to a friend or loved one. Mental health coaching a space and opportunity for you to explore behaviour, relationships, feelings, or thoughts that trouble you and cause difficulty in your life. Mental health coaching is also a legitimate source of support in a crisis or during a difficult time. The mental health coach will provide empathic support and will help you challenge old ways of thinking or behaving that aren’t serving you anymore.
 

If you’ve tried mental health coaching before, your mental health coach will probably ask you what was helpful and unhelpful about the mental health coaching you’ve had. This is so we can tailor our services to your specific wants and needs. If this is your first time trying mental health coaching, you and your mental health coach will figure out what works best for you over time.
 

The benefits of empathic support and changing unhelpful ways of thinking can be drastic. You may start to feel more self-compassion, understand unhealthy habits, and create new ways of thinking and behaving. Mental health coaching can also bring deeper personal insight and awareness, better ways of understanding and coping with problems, and improved relationships.
 

You should know however, mental health coaching sometimes requires that you be willing to examine difficult topics or times in your life, to experience stronger than usual emotions, and to try out new and different behaviours. These changes in behaviours may result in changes in personal relationships, some of which can be positive, some can be challenging. Finally, changes through mental health coaching often require persistent effort in your life and typically take a bit of time.
 

What’s an example of a risk and benefit? 

Let’s say a woman comes to mental health coaching because she has extremely low self-worth and is sick of hating herself. Through an empathic, supportive relationship with her therapist, she starts to love herself more. However, through therapy she also realizes the reason she has low self-worth is because her family was never very supportive to her, and often cut her down verbally. She starts to distance herself from the hurtful family members, resulting in more tension. Although the woman feels drastically better overall, she is now trying to figure out how to set strong boundaries with family and some hurtful friends too.
 

Consent in Mental Health Coaching. What you choose to discuss and explore in mental health coaching / therapy is all up to you. You are the boss!
The mental health coach’s job is to truly understand your struggles and goals, so they can help you fully utilize your existing strengths and find your own solutions. At various times in mental health coaching, your mental health coach might recommend various therapeutic activities or “homework”, and you can always give or deny consent at any time in the mental health coaching process. Peak Resilience Informed Consent to The Mental health coaching Relationship Multiple studies over the years have shown that the most important predictor of success in mental health coaching is the relationship you have with your mental health coach.
 

At the beginning of mental health coaching, you will just be getting to know your mental health coach and how they work. We recommend trying at least three sessions to determine if your mental health coach is a good fit for your needs. This is also why at Yutori Therapy Pty Ltd we offer the following services prior to the advised 3 sessions:

• Vibe Check / Q&A session (30 mins for $20) to meet & talk with your consultant to find out if you mesh, just in case you don't feel a connection. [limit of one per client]
• Game Planning session (1hr for $40) to meet & talk with your consultant to share what your goals are & what your wanting to achieve, so together you can produce a personalised plan for your coaching sessions to come. [limit of one per client]
  

Ideally, you’ll feel honoured, respected and cared for in your mental health coaching sessions. The mental health coaching relationship is different from other relationships in that it’s relatively one sided. You will most likely be sharing quite a few details about yourself and your life, while the mental health coach will share few details about their personal life. This ensures the focus can be kept on you.

This is your time to feel cared for and explore your struggles, so your mental health coach will maintain necessary boundaries to avoid overlapping or dual relationships.
For example, your mental health coach will not:

• Engage in any other business with you other than therapy
• Be your therapist if they are your friend or family member
• Engage in a friendship, romantic, or sexual relationship with current or former clients
• Give medical, legal or financial advice
• Receive gifts (other than small token gifts such as a thank you card)
• Be your teacher, supervisor or evaluator while engaged in mental health coaching / therapy with you
• Be connected on social media (e.g. cannot accept “friend requests”)
  

If for some reason you don’t feel like your mental health coach is the right fit for you, we would be happy to transfer you to another mental health coach. All of the mental health coach at Yutori Therapy Pty Ltd understand that finding the right “fit” is a very individual process and we don’t take offence when people decide to switch. Our only goal is that you find mental health coaching helpful.

Alternatively, there is a very small chance that your mental health coach may recommend you see a different mental health coach or therapist if they feel there is a conflict of interest or they are not the best mental health coach or therapist for your needs.

If this is the case, they will be as transparent as possible to let you know the reason for their recommendation.

In order to maintain the safety of your therapy, please don’t attend sessions under the influence of drugs or alcohol. This will ensure that your participation in mental health coaching / therapy is voluntary and intentional. If you seem as though you’re under the influence of alcohol or drugs (other than prescribed medication), your mental health coach may recommend you to end the session and return another day. If this is the case, the fee for the session will still apply.
 

Thank you for your understanding & your co-operation,
Yutori Therapy Pty Ltd 

What you share with your mental health coach at Yutori Therapy Pty Ltd is confidential and private. 

To allow our professionals to focus on you throughout the appointment they often record the audio of the appointment to make clinical notes at a later point & as a reference for those professional under supervison. This allows them remember important details to assist you moving forward and not waste the time you have paid for scribbling down/typing notes, instead of devoting their full attention to you. They will inform you at the beginning of your appointment that they wish to record the audio of your appointment, providing the choice for you to decline if you wish. 

No information regarding you will be shared, either verbally, digitally or in written form, with anyone, except as allowed by the agreement below… 

To enhance the skills of our therapists & student therapists, for professional development and for accountability purposes, they take part in regular supervision with qualified and experienced supervisors. 

The law is clear about certain behaviours, which are to be reported, if information is shared with the therapists/student therapists. This information includes suspicions of child abuse including neglect, and the risk of harm to self and/or others. As your therapists/student therapists, they will conform to these requirements of the law.   

Our Mental Health Coaches are only bound to report any suspicions of child abuse and neglect & they will conform to these requirements.

Thank you for your understanding & your co-operation, 

Yutori Therapy Pty Ltd

Clients are informed of this policy at the time of booking and acknowledge the need to pay a late cancellation or reschedule fee when filling in their initial consult information sheet. They will receive a text message and an email 48 hours prior to their appointment which also reminds them of their appointment.

The aim of this policy is:

To reduce disruptions to the therapist/coach’ diaries and loss of  therapists/coaches’ time in preparation because of client late cancellations, late rescheduled and missed appointments.

Make sure that other clients do not miss out on the opportunity to access mental health care.

Reduce the income loss as a direct result of client cancellations, late rescheduled and missed appointments. We are a private practice, therefore if a client cancels or reschedules late or does not arrive for their scheduled appointment the therapist/coach loses income.

To reduce the level of late cancellations, late rescheduled and missed appointments.

Policy Rationale

Sometimes there are good reasons for cancelling or rescheduling appointments.  However, unlike brief medical appointments, it is impracticable to fill a therapist/coach appointment that runs for 55 minutes at short notice. If several clients are late in cancelling, or reschedule or miss their appointments in one day, then the clinic, therapists & coaches loose a large amount of their income. Imagine if a salaried employee was told they would only receive half of their salary for that day? If you consider the situation in these terms, as well as the overhead costs associated with private practice, then you can understand why we must charge a cancellation fee for late cancellations, late rescheduled appointments and missed appointments. Please note that Medicare or health insurance rebates are not applicable to cancellation fees. 

If for some reason you need to cancel or reschedule your appointment, please allow a minimum of 48 hours notice, i.e. call, SMS or email prior to 15:00 two days before your appointment; if your appointment is at 15:00 on a Monday otherwise you will incur a fee. Cancellation fees will be calculated at 100% of regular session fee for appointments cancelled within 48 hours or no-show appointments.

All Clients: A 100% deposit is required to secure your booking or workshop.

You should note that SMS/Emailing is the most effective way to ensure we receive appropriate notice. You are welcome to message outside of business hours if it is before the cancellation deadline. (Please do not call outside of nominated opening hours and leave a message to cancel an appointment, as you will still incur the cancellation fee).

Please note that while we endeavour to remind you of your appointments through SMS reminders & emails, these should not be relied upon and it is your responsibility to remember appointments you have made.

Cancellation fees are payable on the phone at the time of cancellation if the fee was not paid in full at time of booking, or will be directly charged to the encrypted credit card account details stored, or invoiced. Outstanding accounts (maximum terms = 7 days) will be referred for debt collection and will incur an 18% + GST debt collection fee. 

If you paid partially or in full at the time of booking & cancel your appointment prior to the 48 hour cut off & do not wish to reschedule, a refund will be issued to you, if not in the original method of payment then by another agreed method of money transfer negociated with the client.

PLEASE NOTE:  NO FUTURE APPOINTMENTS CAN BE BOOKED IF YOU HAVE AN OUTSTANDING ACCOUNT

The Office of Fair Trading states that a business is within its rights to charge a cancellation or “no-show” fee for appointments, so long as this has been communicated to a new patient or customer before making the appointment. Our cancellation policy is based on the same rationale as many other industries, one example being the airline industry, where you pay for your seat whether you arrive at the airport or not. Given that the time has been set aside for you, if you do not use it, then it is unlikely at short notice it can be used by anyone else.  We trust you will agree that this is a fair and reasonable policy and we thank you for your understanding. 

A late cancellation, late rescheduled appointment or failure to attend your appointment is a loss to three people:

1. The client who is delaying their therapy progress

2. Another client who has been sitting on the waiting list to see the  therapist/coach urgently

3. The therapist/coach who spent time preparing for the session, set aside the time in their calendar and lost income.

Please, therefore, ensure that you attend your appointments!

Yutori Therapy Pty Ltd reserves the right to reschedule appointments at any time, without compensation, if it is deemed necessary due to staff illness or other unforeseen circumstances.

Thank you for your understanding & co-operation, 

Yutori Therapy Pty Ltd 

Please note that if the contents of our Policies & Procedures are not understood & agreed to by each participating adult or 'mature minor', unfortunately, Yutori Therapy PTY LTD will not be able to render services. 

Please click the below link if unsure of the definition of a 'mature minor'

https://www.health.wa.gov.au/~/media/Corp/Documents/Health-for/Child-and-Health-Youth-Network/Factsheet---Independence-consent-and-confidentiality-for-parents.pdf 

Please note that in Western Australia for mental health services to be rendered to a minor, ALL biological &/or legal parental guardians must give informed consent. Therefore, each biological &/or adoptive parental guardian must complete & submit a copy of the Client Intake Form a minimum of 24 hours prior to the session.

For information on who can give informed consent please follow the below link: 

https://www.austlii.edu.au/cgi-bin/viewdoc/au/legis/wa/consol_act/mha2014128

For more information on Step-Parents & parental rights please follow the below links: 

https://www.brfamilylaw.com.au/understanding-the-legal-rights-and-responsibilities-of-step-parents

https://hhg.com.au/articles/stepparents-and-parental-responsibilities

For more information on Same-Sex Parents & parental rights please follow the below link:

https://humanrights.gov.au/our-work/publications/same-sex-same-entitlements

For more information on Grandparents & parental rights please follow the below link: 

https://www.brfamilylaw.com.au/do-perth-grandparents-have-rights-in-family-law

Thank you for your understanding & co-operation, 

Yutori Therapy Pty Ltd 

What happens with your data?

Use: At Yutori Therapy Pty Ltd, we take your privacy very seriously. We will only use your contact information to liaise with you for arranging appointments, providing you information, for gathering clinical information (such as psychometrics quizzes) and for arranging payment & providing receipts / rebates. We will only ever contact your emergency contact in the case of an emergency. 

Handling & Storage (General Information):At Yutori Therapy Pty Ltd, we store our general client information on Google Drive protected under two-factor authentication protection. 

This was chosen because all data stored in Google Drive are encrypted in-transit and at-rest by default. That means even if an unauthorized user accesses the files, they remain protected. Google Cloud does not use customer data for advertising. Google guards against insider access to your data and never give any government entity "backdoor" access.

This means that a Transport Layer Security (TLS) is used to encrypt data as it moves from our devices to Google’s servers. This type of encryption ensures that any information transferred is converted into a secure format that is unreadable to anyone except the intended recipient with the decryption key. Put differently, the use of TLS helps to protect your files from being accessed by anyone who might intercept the data as it travels across the internet, meaning you can maintain privacy and data integrity. This is what is referred to as "end-to-end encryption". 
Google Drive uses Advanced Encryption Standard (AES) with a 128-bit key to encrypt files stored on its servers. AES-128 is a symmetric key encryption technique — the same standard used by governments and security organizations for securing classified information. Encryption at rest ensures that your data is unreadable on the servers, protecting against unauthorized access and ensuring data confidentiality even if the physical security controls at the data center were to be breached.
Yutori Therapy Pty Ltd uses Halaxy for the storage of both general client information and clinical records protected under two-factor authentication protection.
Halaxy uses 256-bit bank-grade encryption for data protection, ensuring patient records and notes information are secured to the same standards as banks. The data is backed up securely on Australian Servers. Halaxy is a healthcare industry leader in data and privacy protection and transparency. This means that your data is secure at rest and in transit (where they are only accessible via TLS/SSL). 

Halaxy is hosted on Amazon Web Services (AWS), one of the most used and well-regarded hosting services in the world. AWS physical access is controlled using human and video surveillance, intrusion detection systems, and world class security protocols. AWS has the following accreditations and certifications, among may more:

• PCI DSS Level 1 (Payment Card Industry Data Security Standard)
• ISO 27001 (Information Security Management System)
• FIPS 140-2 (United States Federal Information Processing Standard)

Their infrastructure within AWS defaults to the strictest configuration levels.

When Halaxy first integrated with funding bodies (such as Medicare and DVA), Halaxy passed system-wide security and operational tests before being permitted to integrate with these governmental bodies. Halaxy was also the first major practice management software provider to integrate with Medicare’s latest web services online claiming systems.

In the event of a data breach, an internal policy and response plan has been prepared in accordance with the Notifiable Data Breaches Scheme. The data stored in Halaxy is monitored 24 hours a day by threat detection systems, and logging and alert systems. So, if something happens, their technical team can handle any issues immediately. 

Video Call Interactions: Yutori Therapy Pty Ltd uses select few platforms for online video appointments, which consist of Zoom, Microsoft Teams, Google Meet or Halaxy. 

Zoom video calls / meetings use TLS for establishing connections and 256-bit AES encryption for meeting content, including audio, video, and shared content. Zoom has significantly improved its security and encryption protocols, particularly with the implementation of AES 256-bit encryption and the optional end-to-end encryption, which Yutori Therapy Pty Ltd opts to use for every call. Password protection & the waiting room feature we use for our calls prevent unauthorized access to video calls. 

Microsoft Teams video calls are generally considered secure, with multiple layers of protection for data in transit and at rest. Teams uses industry-standard encryption protocols like TLS and SRTP to secure communication, and end-to-end encryption (E2EE) for one-on-one calls as an additional security measure.

Google Meet video calls are generally considered secure due to its robust encryption and integration with Google's secure infrastructure. It uses encryption in transit and at rest, along with access management and anti-abuse measures. For 1:1 and group calls, end-to-end encryption is available, ensuring only participants can access the audio and video data. Google also uses client-side encryption for organizations that want to maintain full control over their encryption keys. 

Halaxy's video call feature is designed with security in mind, utilizing robust encryption and secure protocols to protect patient data during telehealth appointments. Halaxy does not store or record audio or video, and the data is encrypted in transit using AES 256-bit encryption, TLS, DTLS, and DTLS-SRTP. Halaxy adheres to bank-grade security and encryption standards, ensuring data protection at rest and in transit, similar to what is used in financial institutions. Patient data is stored securely in Australia (or the EU, if the user is based there). Halaxy prioritizes the security and privacy of its telehealth platform, employing multiple layers of protection to safeguard patient data during video consultations. 

Thank you for your understanding & your co-operation, 

Yutori Therapy Pty Ltd 

Complaints Policy

We provide a high-quality service and are committed to using all feedback, including complaints, to improve our service and ensure the best care for our clients. Complaints will be handled in accordance with this policy. A copy of this policy is available on request.

Any person may make a complaint. You have the right to make a complaint and to have your concerns heard.

Your complaint will be handled with fairness and efficiency. We will maintain impartiality, confidentiality and transparency when we manage any complaints.

To enable the timely consideration of a complaint, specific details of the incident, conduct or behaviour giving rise to the complaint should be provided.

We are committed to respond to any complaints within two business days of receipt. We are committed to resolve any complaints within 30 days where possible. If a complaint takes longer than this to resolve, we will communicate this with you and let you know of our progress as we work to resolve the issue.

If you need assistance with English to lodge a complaint, you can telephone 131 450 for Translating and Interpreting Service National, which offers 24/7 support for over 120 languages and dialects.

Step 1: Raise the issue with your therapist/coach where possible. In the first instance, if you are making a complaint about your therapist/coach, consider bringing the issue up directly with your therapist/coach. This may help to resolve your concerns and clarify any misunderstandings or to allow any grievances to be heard. If you are wanting to make a complaint about any aspect of our intake process or administration service, please see step 2 below.

Step 2: Lodge a written or telephone complaint via Reception. If you prefer not to raise the issue directly with your therapist/coach, are not satisfied with the response you receive, or are wanting to make a complaint about our administration services, complaints can be made over the phone or via email. We encourage complaints, where possible, to be submitted in writing via email via our main administration:

Email: info@yutoritherapy.com.au

Telephone: 0406 647 465.

We are committed to working with you to resolve your complaint.

Step 3: External review. If you are not satisfied with our handling of your complaint internally, or our internal process presents a conflict of interest, you are entitled to pursue an external method of review. 

While we are committed to resolving complaints within 30 days whenever possible, external reviews will have their own timeframes.

Thank you for your understanding & your co-operation, 

Yutori Therapy Pty Ltd 

How to obtain Your Records (via Mental Health Act 2014)

 Mental Health Act 2014

Individuals who have received contact with the mental health service have the additional right to apply for access to their health records under the MHA 2014. This right is separate to the right to apply for access under the Freedom of Information Act (1992).

Under section 248 (1) of the Mental Health Act 2014 (MHA 2014), a person who is or was provided with treatment or care by a mental health service is entitled to inspect and be given a copy of any relevant document relating to them. This includes the whole or part of the person's medical record.

Access to documents is subject to certain exemptions which, are outlined in section 249 of the Mental Health Act 2014 . 

1. A person is not entitled to have access under section 248(1) to a relevant document relating to the person —

 a). if a psychiatrist reasonably believes that disclosure of the information in the document to the person —

(i) poses a significant risk to the health or safety of the person or to the safety of another person; or

(ii) poses a significant risk of serious harm to the person or to another person;

or

b) if disclosure of the information in the document to the person would reveal —

(i) personal information about an individual who is not the person; or

(ii) information of a confidential nature that was obtained in confidence.

2. Subsection (1)(b) does not apply if the personal information is about an individual who consents to the disclosure of the information.

3.  A person is not entitled to have access under section 248(1) to a relevant document relating to the person if the person —

a) is or was a mentally impaired accused required under the MIA Act to be detained at an authorised hospital; and

b) the relevant document came into existence under, or for the purposes of, the Prisons Act 1981.

Exemptions

A request to access documentation under the MHA 2014 can be made by:

• providing your treating clinician with your request directly
• completing a Request to Access Documents form with the relevant service.

Identification

Proof of identification (for example, driver's licence or passport) is required in order to the application to be valid.

Costs

There are no costs associated with this process.

Thank you for your understanding & your co-operation, 

Yutori Therapy Pty Ltd 

How to obtain your records (Freedom of Information (FOI) Act 1992)

The Freedom of Information (FOI) Act 1992 gives you the right to apply for access to documents held by Mental Health Services. Your right to apply is not affected by why you want to obtain access or our belief as to what your reasons are for applying.

In accordance with the Freedom of Information Act 1992, applications must:

• Be in writing (emailed requests are acceptable).
• Give enough information to enable the requested documents to be identified (e.g. full patient name including previous names if applicable and date of birth, date of attendance and service unit).
• Give an address in Australia where notices under this Act can be sent.
• If possible, include a day-time telephone contact number.
• Give any other information or details required under the regulations.
• Be lodged at an office of the agency with any application fee payable under the regulations.
• Be accompanied by a consent form, if applicable, that is dated within 12 months of the request for information.
• For personal applications, copies of two forms of proof of identification e.g. drivers’ licence, Medicare card etc (one with a current signature).

For FOI requests for records, you must contact the site where you received treatment.

Access to documents may be requested by way of:

• Inspection of documents.
• Copies of documents (including electronic documents).

In addition to providing a valid application, additional consent and/or supporting documentation is required when requesting information on behalf of others, or about others.

• If you are requesting information on behalf of someone else, you will need to provide their written permission.
• If you are applying for information about someone who has died, you must provide your identification, and supporting documentation that clearly shows you are the closest relative to that person e.g. birth certificate, marriage certificate or death certificate.
• If you are not the closest relative, you must provide written authorisation from the closest relative permitting you to access the information.

Some documents fall under exemptions and cannot be released, e.g. if they compromise someone else’s privacy or commercial or business affairs.

Access may be provided to an edited copy of the document if it contains information considered to be exempt.

There are no fees or charges if the application is for your own personal information.

Applications for other documents (i.e. which are non-personal in nature) will incur a $30.00 application fee to be paid when the application is lodged.

Additional charges for dealing with the request (e.g. photocopying costs, staff time etc) may apply as per the Freedom of Information Act 1992. You will be notified of these charges upon receipt of your application.

Upon receipt of a valid application the agency has a maximum of 45 calendar days to make a decision regarding access. The notice of decision will include details such as:

• The date when the decision was made.
• The name and the title of the person who made the decision.
• The reasons for claiming the document is exempt if access is refused.
• Information on the rights of review and the procedures to be followed to exercise those rights.

If you are inspecting original documentation, this will be arranged by appointment.

If you believe your personal information held by EMHS is inaccurate, incomplete, out-of-date or misleading, you may apply to have that information amended.

Your request must be in writing and must provide as much information and supporting information as possible to demonstrate how or why the records are considered to be inaccurate, incomplete, out-of-date or misleading. The onus to prove this lies with the applicant, not EMHS.

If your request for amendment is refused, you will be informed of the reasons for the decision and also the process to request an internal review.

The Freedom of Information Act 1992 does not apply to requests received from outside Australia.

Please contact our therapists or coaches at Yutori Therapy Pty Ltd if you require assistance regarding the Freedom of Information processes or have queries regarding the Freedom of Information Act 1992.

Thank you for your understanding & your co-operation, 

Yutori Therapy Pty Ltd