Privacy Policy

A legal disclaimer

Last updated: 01/12/2025

This Privacy Policy outlines how we collect, use, disclose, and protect your personal information when you engage with our counselling services. We are committed to maintaining the highest standards of confidentiality, professionalism, and ethical practice, in accordance with Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

What Information We Collect

We may collect personal information necessary to provide safe and effective counselling services, including:

Personal Details

Name, date of birth, address, phone number, email
Emergency contact details
Medicare or insurance information (if applicable)

Health & Mental Health Information

Presenting concerns
Session notes
Treatment history
Referrals, reports, assessments
Relevant medical or psychological information

Administrative Information

Billing details
Appointment history
Correspondence and communication logs

We only collect information that is reasonably necessary for your care.

How Your Information Is Collected

Your information may be collected through:

Intake forms
Phone or email communication
During counselling sessions
Referrals from healthcare providers (with consent)
Online bookings or contact forms

How We Use Your Information

Your information is used to:

Provide counselling and mental health support
Assess, plan, and deliver treatment
Communicate with you regarding appointments or follow-up care
Manage administration, billing, and record-keeping
Comply with legal and professional obligations

We do not use your information for marketing without your explicit consent.

Confidentiality & Disclosure

All information shared in counselling is strictly confidential. Information may only be disclosed:

With your consent, such as:

To healthcare professionals involved in your care
For referrals or collaborative treatment
For reports or documentation you request

Without your consent, only when required by law or ethical duty:

If there is a risk of harm to you or others
If there is suspicion of child abuse, neglect, or significant safety concerns
If records are subpoenaed by a court
If required for mandatory reporting purposes

These limits to confidentiality will always be discussed with you.

How Your Information Is Stored

Your personal information is stored securely in electronic or paper form. We use secure practice-management software and follow strict protocols to protect your data.

Security measures include:

Password-protected systems
Encryption
Secure storage and disposal
Limited staff access only to what is necessary

Access to Your Information

You have the right to:

Request access to your personal or clinical information
Ask for corrections to any inaccurate or incomplete information

Requests can be made in writing. We may require identification before releasing any records.

How Long We Keep Your Records

Counselling records are retained for the period required by Australian law and professional guidelines.

Generally:

Adult client records: 7 years from the last contact
Children under 18: until the child turns 25 years old

Records are securely destroyed after this period.

Website & Online Privacy

If you interact with our website, we may collect non-identifying information such as:

Browser type
Pages visited
Basic analytics

If you submit online forms, your information is protected and only used for the purposes intended.

We do not sell or share your data with third parties.

Complaints or Concerns

If you feel your privacy concern has not been resolved, you may contact the Office of the Australian Information Commissioner (OAIC).

Website: oaic.gov.au

Changes to This Privacy Policy

This policy may be updated periodically to reflect legal, ethical, or operational changes. The latest version will always be available on our website.