Privacy Policy

Online Counselling Services – Australia

This Privacy Policy explains how your personal information is collected, used, stored, and protected.

This practice complies with:

• The Privacy Act 1988 (Cth)

• The Australian Privacy Principles (APPs)

• Ethical guidelines of the Australian Counselling Association (ACA)

By using this website or booking a session, you agree to this Privacy Policy.

What Personal Information Is Collected

The information collected may include:

• Full name

• Contact details (email, phone number, address)

• Date of birth

• Emergency contact details

• Relevant medical or mental health information

• GP details (if provided)

• Session notes and therapeutic records

• Payment information (processed via secure third-party payment providers)

Sensitive information (such as health information) is collected only when necessary for providing counselling services.

How Your Information Is Collected

Information may be collected through:

• Online booking forms

• Intake or consent forms

• Email or phone communication

• During counselling sessions

• Secure practice management systems

Why Your Information Is Collected

Your information is collected to:

• Provide counselling services

• Maintain accurate clinical records

• Communicate with you about appointments

• Process payments

• Meet legal and professional obligations

Your information will not be used for marketing without your consent.

Confidentiality & Disclosure

Your information is kept confidential except where disclosure is required or permitted by law, including:

• Risk of serious harm to yourself or others

• Mandatory reporting of abuse or neglect

• Court subpoena or legal requirement

• Where you provide written consent

If disclosure is required, reasonable steps will be taken to inform you where appropriate.

 Online Sessions & Digital Security

Sessions are conducted via Zoom.

While reasonable steps are taken to protect confidentiality, online communication carries some inherent security risks.

Steps taken to protect your privacy include:

• Secure, password-protected devices

• Encrypted platforms where available

• Secure record-keeping systems

• Limited access to client files

Clients are responsible for attending sessions in a private space.

Storage & Retention of Records

Client records are:

• Stored securely (digitally and/or physically)

• Protected from unauthorised access

• Retained in accordance with Australian legal requirements

In Australia, health records are generally retained for:

• 7 years from the last client contact

• Until age 25 for clients under 18

After this period, records are securely destroyed.

Access to Your Information

You may request access to your personal information in writing.

Requests may be declined in limited circumstances permitted by law (e.g., where access may pose serious risk of harm).

 Third-Party Services

This practice may use third-party services for:

• Online booking systems

• Payment processing

• Secure practice management software

• Video conferencing (Zoom)

These providers have their own privacy policies and security measures.

 Website Data & Cookies

This website may collect non-identifiable data such as:

• IP address

• Browser type

• Pages visited

Cookies may be used to improve website functionality. You may disable cookies in your browser settings.

Overseas Disclosure

Some digital service providers may store data on servers located outside Australia. Reasonable steps are taken to ensure providers comply with privacy standards consistent with Australian law.

 Making a Privacy Complaint

If you have concerns about how your personal information has been handled, please contact this practice directly so the issue can be addressed.

If you are not satisfied with the response, you may contact:

Office of the Australian Information Commissioner (OAIC)
www.oaic.gov.au

You may also contact the
Australian Counselling Association
www.theaca.net.au