Privacy

Last updated: 17 August 2026
Your privacy matters to me. As a counsellor, I recognise that you may share personal and sensitive information and that this information needs to be treated with care, respect and confidentiality.
This Privacy Policy explains how I collect, use, store, protect and disclose personal information in connection with my counselling practice and website.
I take reasonable steps to handle personal information in accordance with applicable Australian privacy requirements and my professional, ethical and legal obligations.
Website Visitors
You may browse this website without providing personal information directly to me.
The website does not currently allow public comments, public user accounts or visitor media uploads, and I do not currently use website analytics or tracking cookies for marketing purposes.
If you choose to contact me, book an appointment, subscribe to my mailing list or otherwise provide personal information through a link or service available from this website, that information will be handled as described in this Privacy Policy.
The website may contain links to or embedded content from third-party websites or services. Those third parties have their own privacy practices, and I encourage you to review their privacy policies where appropriate.
Information I May Collect
To provide counselling and manage my practice, I may collect personal and sensitive information including:
  • your name and contact details
  • date of birth
  • emergency contact information
  • appointment and booking information
  • information provided through intake and consent forms
  • relevant health and wellbeing information
  • information you choose to share during counselling
  • counselling and session notes
  • correspondence between us
  • payment and transaction information
  • information reasonably necessary to provide counselling safely and appropriately.
I aim to collect only information reasonably necessary for providing my services and meeting my professional, ethical and legal obligations.
How I Collect Information
Information may be collected when you:
  • make an enquiry
  • book an appointment
  • complete an intake, consent or other client form
  • attend a counselling session
  • communicate with me by telephone, email, text or another agreed method
  • use my website or online booking system
  • make a payment
  • subscribe to my mailing list
  • otherwise provide information directly to me.
In some circumstances, and with your consent or where otherwise permitted or required by law, information may also be obtained from another health professional, support person or relevant service.
Why I Collect Your Information
Your information may be collected and used to:
  • provide counselling services
  • understand your needs and circumstances
  • communicate with you about appointments and services
  • maintain appropriate counselling records
  • process and record payments
  • manage my professional practice
  • meet legal, ethical, insurance and professional requirements
  • respond appropriately where there are concerns about safety
  • arrange referrals or communicate with another professional where you have consented or where disclosure is otherwise permitted or required by law.
Information obtained through counselling will not be used for unrelated purposes without your consent unless permitted or required by law.
Sensitive Information
Counselling can involve the collection of sensitive information, including information about your health, wellbeing and personal circumstances.
Sensitive information is handled with particular care and is collected where reasonably necessary to provide counselling services and where appropriate consent or another lawful basis for collection applies.
Confidentiality and Disclosure
Information you share during counselling is treated as confidential.
Personal and sensitive information will generally not be disclosed to another person or organisation without your consent.
There are circumstances where disclosure may be permitted or required. These can include:
  • where I believe there is a serious risk of harm to you or another person
  • where disclosure is required or authorised by law
  • where records are required in response to a valid legal process
  • where legal or professional obligations concerning the safety or wellbeing of a child or vulnerable person apply
  • where information is reasonably necessary for professional supervision, with identifying information removed or minimised wherever practicable.
Where it is appropriate, safe and legally possible, I will endeavour to discuss a disclosure with you beforehand.
Only information reasonably necessary for the particular purpose will be disclosed.
Professional Supervision
Professional supervision is an important part of ethical counselling practice.
I may discuss aspects of my counselling work with a qualified professional supervisor to support safe, ethical and effective practice.
Identifying information will be removed or minimised wherever practicable. My professional supervisor is also bound by confidentiality requirements.
Counselling and Session Notes
Counselling and session notes are maintained as paper records.
These records are stored securely, with access restricted to me. Paper records are kept securely when not in use and are not accessible to clients, visitors or other unauthorised persons.
Electronic information may also be held as part of the administration of my practice. This may include appointment information, online forms, consent records, correspondence and payment information.
Storage and Security
I take reasonable steps to protect personal and sensitive information from misuse, interference, loss, unauthorised access, modification or disclosure.
Paper counselling records are securely stored.
Electronic devices and accounts used in connection with my practice are protected using appropriate security measures, including passwords and other available security controls.
While reasonable precautions are taken, no electronic system, internet service or method of electronic communication can be guaranteed to be completely secure.
Third-Party Service Providers
I use selected third-party service providers to support the administration and delivery of my practice. These currently include:
  • Acuity Scheduling for appointment bookings, scheduling and client forms
  • Zoom for online counselling sessions
  • Square and PayPal for payment processing
  • MailerLite for optional newsletters and mailing-list communications
  • VentraIP for website, domain and email-related services.
These providers may collect, process or store personal information necessary to provide their respective services.
Each provider operates under its own privacy, security and data-handling arrangements. Information handled by third-party providers may be processed or stored in Australia or overseas, depending on the provider and its infrastructure.
I take reasonable care when selecting services used in connection with my practice.
Appointment Scheduling and Online Forms
I use Acuity Scheduling to manage appointments and collect information through booking, intake, consent and other client forms.
Information submitted through Acuity may be stored and processed electronically in accordance with Acuity's privacy and security arrangements as well as my own privacy responsibilities.
Online Counselling
Online counselling sessions may be conducted using Zoom.
You are encouraged to participate from a private location and use a secure internet connection where possible.
Although reasonable precautions are taken to protect confidentiality, no online communication platform can be guaranteed to be completely secure.
Payments
Payments may be processed using Square or PayPal.
These providers may collect information necessary to process your transaction.
I do not intentionally collect or retain complete credit or debit card details where payment information is entered and processed directly through these providers.
Payment information is handled in accordance with the privacy and security practices of the relevant payment provider.
Email and Electronic Communication
My business email and related services are provided through VentraIP.
Email and text messaging are useful for administrative communication but cannot be guaranteed to be completely secure.
I recommend avoiding highly sensitive counselling information through ordinary email or text unless we have agreed that this is appropriate.
Mailing List and Newsletters
I use MailerLite to manage newsletter and mailing-list communications.
Joining my mailing list is entirely optional and separate from receiving counselling services.
Booking an appointment, making an enquiry or becoming a counselling client does not automatically subscribe you to my mailing list.
Your contact details will only be added to the mailing list where you have chosen to subscribe or otherwise provided appropriate consent.
Information obtained through counselling will not be used for marketing purposes without your consent.
You may unsubscribe from newsletter or marketing communications at any time using the unsubscribe option included in those communications.
Retention and Disposal of Records
Client records are retained for the period required by applicable legal, professional, ethical and insurance obligations.
When information is no longer required to be retained, reasonable steps will be taken to securely destroy or de-identify it where appropriate.
Paper records will be disposed of securely so that personal and sensitive information cannot reasonably be reconstructed or accessed.
Accessing or Correcting Your Information
You may request access to personal information I hold about you or ask for information to be corrected if you believe it is inaccurate, incomplete or out of date.
There may be limited circumstances where access cannot be provided in full. If this occurs, I will explain the reason where legally permitted to do so.
To request access or correction, please contact me using the details below.
Privacy Concerns and Complaints
If you have a question or concern about how your personal information has been collected, stored, used or disclosed, please contact me in the first instance so that I have an opportunity to respond.
Where applicable, you may also have the right to raise your concern with an appropriate privacy regulator or professional body.
Changes to This Privacy Policy
This Privacy Policy may be reviewed and updated periodically to reflect changes to my practice, technology, service providers, professional requirements or applicable privacy obligations.
The current version will be available on this website.
Contact
For questions about this Privacy Policy, requests to access or correct your information, or privacy concerns, please contact Chantal Vanderhaeghen at chantal@griefcounsellor.com.au.