Last updated: Friday 8th August, 2025

Cleo Mental Health is a digital therapy platform providing ongoing mental health support to Australians living with chronic illness. We offer subscription-based access to qualified therapists via secure phone and video consultations.

We respect your privacy and are committed to protecting your personal information in line with all applicable privacy laws, including the Privacy Act 1988 (Cth), the Health Records and Information Privacy Act 2002 (NSW), and any other legislation governing health data in Australia.

By using Cleo’s services, you agree to the terms of this Privacy Policy and our Terms & Conditions.

What Information We Collect

We may collect the following types of personal information:

• Full name, date of birth, and contact details
• Emergency contacts and referral sources
• Health history and relevant family medical history
• Notes on your sessions and treatment with us
• Information shared during therapist matching or intake
• Details about your therapist and ongoing support
• Internet protocol (IP) address and usage analytics
• Information voluntarily disclosed via email or chat with the Cleo team

This information is generally classified as sensitive information under Australian privacy law.

How We Collect Information

We collect your information directly when you:

• Join the waitlist or book a free consultation
• Interact with Cleo via phone, email, chat or web forms
• Engage in therapy sessions or provide feedback
• Speak with a Cleo team member for onboarding or support
• Use our website or digital platforms

In some cases, we may collect information from third parties, such as your referring GP or another practitioner but only with your consent.

Why We Collect & Use Your Information

We collect, hold and use your personal information to:

• Provide safe and effective therapy services
• Match you with an appropriate therapist
• Track your progress and tailor your care
• Improve our clinical model and service delivery
• Meet regulatory and reporting requirements
• Evaluate the impact of Cleo’s services (in de-identified form)
• Conduct research (only with strict de-identification and ethics approval)
• Manage safety, complaints, or legal compliance
• Fulfil funding or insurance obligations (de-identified only)

Consent to De-Identified Data Use

We collect your information directly when you:

• Join the waitlist or book a free consultation
• Interact with Cleo via phone, email, chat or web forms
• Engage in therapy sessions or provide feedback
• Speak with a Cleo team member for onboarding or support
• Use our website or digital platforms

In some cases, we may collect information from third parties, such as your referring GP or another practitioner but only with your consent.

How We Collect Information

By using Cleo, you consent to us using de-identified data (i.e., without names, addresses, or any identifying info) for the purpose of:

• Internal research and service design
• Reporting to government or funding bodies
• Informing public health initiatives
• Compiling statistics for long-term impact measurement

All such uses comply with Australian privacy legislation and will never include identifiable information.

Do We Share Information Overseas?

Cleo does not routinely share personal information overseas. If we ever do, it will only be with your consent or where legally permitted, and we’ll take reasonable steps to ensure compliance with Australian privacy laws.

How We Keep Your Information Secure

We use industry-standard safeguards to protect your data, including:

• Secure Sockets Layer (SSL) encryption
• Password-protected systems and access controls
• Strict role-based access and staff confidentiality agreements
• Regular system testing and compliance monitoring
• Staff training in privacy and security standards

Cookies & Website Analytics

Our website may use cookies to improve functionality, track usage, and personalise your experience. These cookies do not collect personal or sensitive data and can be disabled in your browser settings.

Accessing or Updating Your Information

You can request access to or correction of your personal information at any time by emailing us at hello@cleomentalhealth.com.au. We’ll respond within a reasonable timeframe and help you update your record if required.

Questions or Complaints

We collect your information directly when you:

• Join the waitlist or book a free consultation
• Interact with Cleo via phone, email, chat or web forms
• Engage in therapy sessions or provide feedback
• Speak with a Cleo team member for onboarding or support
• Use our website or digital platforms

In some cases, we may collect information from third parties, such as your referring GP or another practitioner but only with your consent.

Why We Collect & Use Your Information

If you have a privacy concern, please contact us directly at:

Email: hello@cleamentalhealth.com
Subject: Privacy Query

We will respond promptly and aim to resolve most issues within 30 days. If you’re not satisfied, you can contact:

• Office of the Australian Information Commissioner: www.oaic.gov.au or call 1300 363 992
• NSW Information and Privacy Commission: www.ipc.nsw.gov.au or call 1800 472 679