top of page

Booking & Session Information

  • Everyday Counselling is a sole-trader counselling practice providing telehealth services across Australia. This Privacy Policy explains how personal information — including sensitive mental health information — is collected, used, stored, disclosed, and protected.

    As a private-sector health service provider, Everyday Counselling is bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) regardless of annual turnover. The practice also operates in accordance with the ethical codes of the Australian Counselling Association (ACA) and the Psychotherapy and Counselling Federation of Australia (PACFA).

    By accessing this website or engaging our services, you acknowledge that you have read and understood this Privacy Policy. Before services commence, you will be asked to complete an intake and consent form. This policy forms part of that consent process.

  • What We Collect

    We collect two categories of information:

    • Personal information — name, contact details, date of birth, emergency contacts, appointment and billing information, and communications with the practice.

    • Sensitive information (health information) — mental health history, presenting concerns, information disclosed during sessions, and referral information from treating practitioners where you have consented. This category receives the highest level of legal protection under APP 3 and is collected only with your express consent.

    How We Use It

    Information is used only for purposes directly related to providing counselling services or as required by law, including:

    • Delivering counselling and managing appointments

    • Maintaining clinical and administrative records

    • Managing client safety and meeting duty-of-care obligations

    • Complying with legal, professional, and insurance obligations

     

    We do not use your information for marketing without your separate consent and do not sell personal information under any circumstances.

    If You Choose Not to Provide Information

    You may choose not to provide certain information, but this may affect our ability to deliver services safely. Where information is essential, this will be explained to you before your first session.

  • What you share in counselling is confidential and handled with care and professionalism. However, confidentiality is not absolute. There are lawful and ethically recognised circumstances in which information may be disclosed.

    When Disclosure May Occur Without Your Consent

    • There is a serious and imminent threat to the life, health, or safety of you or another person.

    • A court order, subpoena, warrant, or other compulsory legal process requires disclosure.

    • Disclosure is required or authorised by law, including under Commonwealth or state legislation.

    • Mandatory reporting obligations apply (see below).

    • Disclosure is required in the context of a complaint, legal proceeding, or regulatory matter — limited to what is reasonably necessary.

    • The practice's professional indemnity insurer requires disclosure in connection with a notified claim.

    Mandatory Reporting

    Mandatory reporting obligations are separate from duty-of-care disclosures and can apply regardless of whether a threat is imminent. Everyday Counselling operates across Australia and is subject to mandatory reporting legislation in each state and territory in which clients are located. In Queensland, this is governed by the Child Protection Act 1999 (Qld), with equivalent legislation applying in other jurisdictions.

    Where the counsellor forms a reasonable belief that a child or other protected person is at risk of harm, mandatory reporting obligations will be met as required by law. Where practicable and safe, you will be informed before a report is made.

    Notification Before Disclosure

    Where disclosure is required other than in situations of imminent risk or mandatory reporting, reasonable efforts will be made to notify you prior to disclosure, unless doing so would be impracticable or contrary to law.

  • AI-Assisted Tools

    Everyday Counselling may use AI-assisted tools to support note drafting, record organisation, document preparation, translation support, and administrative workflows. AI tools are not used for clinical decision-making, risk assessment, therapeutic interventions, or direct client communication. All clinical records produced with AI assistance are reviewed, edited, and approved by the counsellor before being stored or relied upon.

    Where AI tools may process session-related content (such as a counsellor-prepared summary), your express consent will be obtained through your intake consent form. You may withdraw this consent at any time without affecting your access to services.

    Cloud Storage and Security

    Client information is stored in cloud-based practice management software, document storage systems, and communication platforms. Security measures include password protection and access controls, encrypted data transmission, and the use of cloud providers with documented security standards appropriate for health information. As a sole-trader practice, access to client records is held by the counsellor and any contracted administrative support engaged under confidentiality obligations.

    While these safeguards are consistently applied, no electronic transmission or storage system can be guaranteed completely secure. If you have specific concerns, please raise them before services commence.

  • Notifiable Data Breaches

    As a health service provider, Everyday Counselling is subject to the Notifiable Data Breaches (NDB) scheme under the Privacy Act 1988 (Cth). If a data breach occurs that is likely to result in serious harm to affected individuals, we are required to notify both the affected individuals and the Office of the Australian Information Commissioner (OAIC). Given the sensitive nature of mental health information, the threshold for serious harm is assessed conservatively. If you believe your information may have been involved in a breach, please contact us at any time.

    Retention of Records

    Client records are retained for the periods required by applicable law, professional obligations, and insurance requirements. As a general approach, adult client records are kept for a minimum of 7 years from the date of last contact. Records relating to clients who were minors are kept for a minimum of 7 years after the client turns 18, or as otherwise required by law. Following the applicable retention period, records are securely destroyed or de-identified.

    Access and Correction

    Under APP 12 and APP 13, you have the right to request access to personal information held about you and to request correction of information that is inaccurate, incomplete, or out of date. Requests should be made in writing and will be responded to within 30 days. Access may be limited in circumstances permitted by the Privacy Act.

    Children and Clients Who May Lack Capacity

    Everyday Counselling does not provide services to clients under 18 without the consent of a parent or guardian. Where a client may have reduced capacity to consent, the counsellor will take reasonable steps to ensure consent is obtained appropriately, and may request the involvement of a support person or guardian. Please contact us before booking if this applies.

  • Privacy Complaints

    If you have a concern about how your information has been handled, please contact Everyday Counselling in writing. Complaints will be acknowledged within 5 business days and responded to within 30 days.

    If you are not satisfied with the outcome, you may contact the Office of the Australian Information Commissioner (OAIC):

    • Website: oaic.gov.au

    • Phone: 1300 363 992

    • Mail: GPO Box 5218, Sydney NSW 2001

     

    Website and Telehealth

    This website may use cookies and analytics tools to improve functionality and user experience. You may disable cookies through your browser settings. Telehealth sessions are delivered through secure video conferencing platforms. Session content is not recorded without your express consent. Clients are encouraged to use a private location, headphones, and a secure device to support session privacy.

    Policy Updates

    This policy may be updated periodically to reflect changes in law, technology, or practice. The current version will be published on the website. Existing clients will be notified by email of material changes. This policy is reviewed at least annually.

bottom of page