Personal information: The types of personal information we may collect about you include:
- your name;
- images of you;
- your contact details, including email address, mailing address, street address and/or telephone number;
- your age and/or date of birth;
- your NDIS number;
- an emergency contact name and telephone number;
- our correspondence with you or with health professionals about you;
- personal details which are necessary and relevant to your counselling needs and which you choose to share with us. For example, this may include details of your schooling/training/employment status; your marital status; your beliefs and values, and views;
- sensitive information (including health information) which is necessary and relevant to your counselling needs and which you choose to share with us. The types of sensitive information you choose to share with us may include:
- detailed information about your current medications, your physical health, your family history, your current general practitioner care and detailed information about your psychological health;
- your racial or ethnic origin;
- your religious beliefs;
- your philosophical beliefs;
- your political beliefs or affiliations;
- your sexual orientation or practices; and
- any other sensitive details you choose to share with us;
- your credit card or payment details (through our third party payment processor);
- details of services we have provided to you and/or that you have enquired about, and our response to you;
- your browser session and geo-location data, device and network information, statistics on page views and sessions, acquisition sources, search queries and/or browsing behaviour;
- information about your access and use of our Services, including through the use of Internet cookies, your communications with our online Services, the type of browser you are using, the type of operating system you are using and the domain name of your Internet service provider;
- additional personal information that you provide to us, directly or indirectly, through your use of our Services, associated applications, associated social media platforms and/or accounts from which you permit us to collect information; and
- any other personal information requested by us and/or provided by you or a third party.
Collection and use of personal information
We collect, hold, use and disclose personal information for the following purposes:
- to book an appointment for you whether via email or over the phone;
- to contact and communicate with you about your appointment;
- to register you as a client
- to provide our Services;
- for internal record keeping;
- for administrative purposes including invoicing and billing purposes; and
- to comply with our legal obligations and resolve any disputes that we may have.
Disclosure of personal information to third parties
We may disclose your personal information to:
- third party service providers as required for the purpose of enabling them to assist us in providing our Services to you, including IT service providers, data storage, web-hosting and server providers, professional advisors and payment systems operators;
- the National Disability Insurance Agency (NDIA) for the purposes of billing, auditing, plan management and progress reporting;
- your medical professionals, including general practitioners, speech pathologists, occupational therapists;
- plan management support providers or support coordinators
- our employees, contractors and/or related entities (on a need to know basis);
- anyone to whom our business or assets (or any part of them) are, or may (in good faith) be, transferred;
- credit reporting agencies, courts, tribunals and regulatory authorities, in the event you fail to pay for services we have provided to you;
- courts, tribunals, regulatory authorities and law enforcement officers, as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights;
- third parties to collect and process data, such as Google Analytics, Facebook Pixel or other relevant businesses; and
- as required or authorised by law.
Where we disclose your personal information to third parties listed above, these third parties may store, transfer or access personal information outside of Australia.
Disclosing your sensitive information
Sensitive information is a sub-set of personal information that is given a higher level of protection under the Australian Privacy Principles. Sensitive information means information relating to your racial or ethnic origin, political opinions, religion, trade union or other professional associations or memberships, philosophical beliefs, sexual orientation, sexual practices or sex life, criminal records, health information or biometric information.
Your sensitive information may only be used and disclosed for:
- purposes for which you consent, such as:
- to provide a written report to another agency or professional, e.g. a general practitioner or a lawyer;
- to discuss the material with another person, e.g. a parent, employer, health provider, or third party funder;
- to disclose the information in another way; or
- to disclose to another professional or agency (e.g. your general practitioner);
- secondary purposes directly related to the primary purpose for which your sensitive information was collected, including disclosure to the above listed third party services providers as reasonably necessary to provide our Services to you;
- to refer you to medical or health service providers, or to speak with your family, partner or support person where we reasonably believe there is a serious risk to the life, health or safety of you or another person and it is impractical or we are unable to obtain your consent; and
- if otherwise required or authorised by law, such as where the information is subpoenaed.
Your rights and controlling your personal information
Information from third parties
Where practicable we will give you the option of not identifying yourself or using a pseudonym in your dealings with us.
Restrict and unsubscribe
To object to processing for direct marketing/unsubscribe from our email database or opt-out of communications (including marketing communications), please contact us using the details below or opt-out using the opt-out facilities provided in the communication.
You may request details of the personal information that we hold about you. An administrative fee may be payable for the provision of such information. Please note, in some situations, we may be legally permitted to withhold access to your personal information.
If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us using the details below. We will take reasonable steps to promptly correct any information found to be inaccurate, incomplete, misleading or out of date. Please note, in some situations, we may be legally permitted to not correct your personal information.
If you wish to make a complaint, please contact us using the details below and provide us with full details of the complaint. We will promptly investigate your complaint and respond to you, in writing, setting out the outcome of our investigation and the steps we will take in response to your complaint. You also have the right to contact the relevant privacy authority.
Storage and security
We are committed to ensuring that the personal information we collect is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures, to safeguard and secure personal information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.
We cannot guarantee the security of any information that is transmitted to or by us over the Internet. The transmission and exchange of information is carried out at your own risk.
Links to other websites
For any questions or notices, please contact our Privacy Officer at:
Last update: 31 August 2020