Privacy Policy

This Privacy Policy pertains to Counselling in Grace, ABN 34998708643. We are a private counselling practice offering online counselling services to adults aged 18 years and over in Australia. This document explains how Counselling in Grace collects, uses, stores, and protects your personal information, as well as the circumstances in which it may be shared with third parties. We are committed to safeguarding your privacy in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) (The Act). We also comply with other relevant laws and professional Codes of Practice issued by regulatory bodies. By accessing our website, providing your personal information, or using our services, you consent to this Privacy Policy. This policy may be updated from time to time, and you are encouraged to review it periodically. Continued use of our services constitutes acceptance of any updates or changes.

What and how is personal information collected?

To provide our services and any associated benefits, we are required to collect certain personal information from you. This may include your name, address, telephone number, date of birth, email address and other contact details, occupation, and payment details such as bank account or credit card information. We may also need to collect sensitive information, including your medical history and referring doctor details, in accordance with the Australian Privacy Principles. In some circumstances, you may provide us with personal information about a third party. Where this occurs, it is your responsibility to ensure that the third party is aware of this Privacy Policy, understands it, and consents to their information being provided to us. You are not obliged to provide personal information; however, if you choose not to do so, we may be unable to provide you with the services or benefits you have requested. We collect your personal information in the following ways:

• through conversations with you, whether by phone, online, or face to face

• from your referring doctor or other individuals or organisations involved in your referral

• when you complete our intake forms, assessments, or other documentation

In some circumstances, we may obtain health information about you from a partner or family member where it is not practicable to collect the information directly from you. If this occurs, we will confirm the information with you as soon as reasonably possible.

Collection and use of personal information

Counselling in Grace uses your personal information only for the purpose for which it was collected, as outlined at the time of collection or in this Privacy Policy. We will not use your information for other purposes without your consent, unless authorised or required by law. We collect, use and disclose personal information to provide and manage our services, including for billing, administration, legal compliance, fraud prevention, improving our services, notifying you of service issues, and ensuring safety where there is a serious or imminent threat. We may also send you marketing or promotional information about our services or those of our partners, unless you opt out. Your information may be shared with trusted third parties who assist us in delivering, managing, or improving our services, including commercial partners, suppliers, agents, consultants and professional advisers. This includes sharing case notes with a clinically registered supervisor to support quality care and ensure the highest standard of service. We may also disclose personal information where required or authorised by law, including to assist with legal proceedings or to prevent fraud or other unlawful activity.

What is ‘health information’?

Counselling in Grace provides health services. “Health information” is a sensitive form of personal information that receives additional legal protection due to its private and detailed nature. If you become a client, or if we collect health information about you, we treat your personal information as health information. This may include your medical history, family medical history, you and your partner’s ethnicity, relationship status and history, and any other information obtained during your treatment. Your health information is kept in a client record, created at the time of initial contact, and maintained in both electronic and hard copy formats.

Why do we do with your information?

We collect and use your personal and health information to inform you about our services, provide you with the highest standard of care, and effectively manage the health services we deliver. This information may also be used to communicate with you and your referring or treating doctors (including sending results), provide advice, process business functions, maintain accurate records, respond to complaints, and comply with applicable laws or regulatory requirements. In addition, we may use your information internally for administrative, marketing, planning, service development, quality assurance, and research purposes.

How do we keep your records secure?

Counselling in Grace takes reasonable steps to protect your information from misuse, loss, and unauthorised access, modification, or disclosure. Health information is stored electronically and is destroyed or de-identified when no longer required and after the legally required retention period has expired. We maintain internal policies to safeguard confidential information, including limiting file access to authorised staff, ensuring documents are not left visible to unauthorised persons, keeping client records covered in public areas, and avoiding discussions of client information where it may be overheard.

Disclosure of personal information

We may disclose your personal and health information to employees, contractors, and service providers to deliver our health services and manage our operations. Information may also be shared with healthcare professionals directly involved in your care. In urgent situations, such as hospitalisation, relevant records may be provided to medical professionals without prior written consent. We may disclose health information where required by law, including in response to a subpoena, statutory authority, search warrant, coronial summons, or to defend legal proceedings. Requests from third parties connected to you must include your original written authorisation. Certain service providers (such as mailing houses, couriers, payment processors, data entry providers, network administrators, and debt collectors) may have access to limited personal details, but never to your treatment information. We do not disclose your personal or health information other than as outlined in this policy. Information will not be transferred outside Australia unless you request and consent to it.

Is it possible to access and correct personal information?

In some circumstances, we may be unable to provide access to certain information, such as where doing so would affect the privacy of others. If access is refused, we will provide you with written reasons. If you believe the information we hold about you is incorrect, incomplete, or inaccurate, you may request a correction. We will review your request and amend the information where appropriate. If we do not agree that a correction is necessary, we will note on your record that you dispute the information.