Privacy policy

Depending on the services you access, we may collect information including:

Personal information

• Full name

• Date of birth

• Contact details

• Residential or postal address

• Emergency contact details

• Information provided when making an appointment

• Billing and payment information

• Information provided through correspondence with us

Health and counselling information

Where relevant to providing counselling or wellbeing services, we may collect sensitive information such as:

• Mental and emotional wellbeing information

• Relevant health history

• Information about your circumstances and support needs

• Information discussed during counselling sessions

• Treatment, support or service notes

• Information about other health or support professionals involved in your care

• Information necessary to assess and provide appropriate services

Health information is considered sensitive information and is subject to additional privacy protections.

Website information

When you use our website, we may collect information such as:

• IP address

• Browser and device information

• Pages visited

• Website usage information

• Information submitted through online forms

Where cookies or analytics technologies are used, these will be described in our website's cookie or privacy settings where applicable.

We may collect information directly from you through:

• Initial enquiries

• Appointment and registration forms

• Consent forms

• Counselling sessions

• Telephone calls

• Emails and other communications

• Our website and online forms

• Online counselling platforms

• Feedback forms

• Payment or booking systems

Where appropriate and permitted by law, we may also collect information from another person or organisation, such as a parent, guardian, authorised representative, health professional, support service or other person involved in your care.

Where we collect information from another source, we will generally seek to ensure that the collection is lawful and appropriate.

We collect and hold personal and health information for purposes including:

• Providing counselling and wellbeing services

• Understanding your circumstances and support needs

• Maintaining appropriate client records

• Communicating with you about appointments and services

• Managing bookings and payments

• Coordinating services with other professionals where authorised

• Meeting legal, professional, regulatory and record-keeping obligations

• Managing safety and responding to emergencies

• Improving the quality and administration of our services

• Responding to enquiries, feedback and complaints

• Protecting the security and integrity of our systems

We will only collect information that is reasonably necessary for these purposes.

Where required, we will seek your consent before collecting, using or disclosing sensitive or health information.

You may withdraw consent for particular uses of your information where withdrawal is legally and practically possible. Withdrawal of consent does not affect information that has already been lawfully collected or used.

There may also be circumstances where we are permitted or required by law to use or disclose information without your consent.

Counselling information is treated as confidential.

However, confidentiality is not absolute.

Information may need to be disclosed where required or authorised by law, including circumstances involving a serious concern for a person's safety, a legal requirement, court order or other circumstances recognised by applicable law.

Where legally and practically possible, we will discuss significant disclosures with you before they occur.

If you are under 18, additional considerations may apply regarding consent, parental or guardian involvement, information sharing and safeguarding obligations.

These matters will be explained to you and/or your parent or guardian as appropriate before or during the commencement of services.

We will generally only disclose your information where:

• You have provided consent;

• Disclosure is reasonably necessary to provide or coordinate your services;

• Disclosure is required or authorised by law;

• Disclosure is necessary to address a serious and imminent safety concern where permitted by law; or

• Another lawful exception applies.

Where appropriate, information may be shared with:

• Your nominated emergency contact

• Your parent or guardian, where applicable

• Your GP or other health professional

• Other professionals involved in your support

• Relevant organisations providing services to you

• Service providers that assist us in operating our business

• Government, regulatory or law enforcement bodies where legally required or authorised

We will endeavour to limit disclosure to information that is reasonably necessary for the relevant purpose.