Privacy policy
This policy outlines the ways in which Heather Ferry Counselling handles the personal information of our clients.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The APPs govern the way in which we collect, use, disclose, store, secure, and dispose of your Personal Information. Our practices are also aligned with the stringent ethical guidelines of Australian Counselling Association (ACA).
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at https://www.oaic.gov.au/.
Personal Information
Personal Information is information or an opinion that identifies an individual. In a counselling context, this is collected to provide you with safe, effective, and appropriate therapeutic services tailored to your unique needs.
Examples of Personal Information we collect include:
Your name, date of birth, address, email, and phone number.
Emergency contact details.
Your General Practitioner's (GP's) contact details.
This Personal Information is obtained through methods such as our secure online client intake forms, correspondence, telephone conversations, email, and directly during your counselling sessions with our therapists.
We collect your Personal Information for the primary purpose of providing quality counselling services. We may also use your Personal Information for secondary purposes closely related to this primary purpose, such as managing appointments, processing payments, and, if you consent, providing you with relevant information about our services. You may unsubscribe from any general mailing lists at any time by contacting us in writing.
When we collect Personal Information, we will explain to you why we are collecting the information and how we plan to use it.
Sensitive Information
Sensitive information is a specific type of personal information that requires a higher level of protection. For a counselling service, the majority of information we collect is sensitive information.
This is defined in the Privacy Act and includes information about an individual’s:
Health information, including your mental, emotional, and relational health.
Presenting challenges (e.g., anxiety, depression, relationship difficulties, trauma).
Personal, medical, and family history.
The detailed therapeutic notes we take during your sessions.
This sensitive information will be used by us only:
For the primary purpose for which it was obtained (i.e., to provide you with therapeutic assessment and support).
For a secondary purpose that is directly related to the primary purpose, such as for clinical supervision with a qualified senior practitioner to ensure service quality. In these instances, all identifying details are removed to protect your anonymity.
With your explicit consent; or where required or authorised by law.
The detailed therapeutic notes we take during your sessions.
Disclosure of Personal Information
The content of your sessions is held in the strictest confidence. However, there are important legal and ethical limits to this confidentiality that all clients must be aware of.
Your Personal Information may be disclosed in the following circumstances:
To other health professionals, but only with your explicit written consent (for example, providing a progress update to your referring GP).
Where required or authorised by law. This includes situations where our practitioners have a mandatory duty to report information if:
We believe you are at a serious and imminent risk of harming yourself or another person.
We have reasonable grounds to suspect a child is at risk of, or is currently experiencing, harm or neglect (child protection concerns).
Our client records are subpoenaed by a court of law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse, loss, and from unauthorised access, modification, or disclosure. Heather Ferry Counselling uses secure, Australian-compliant practice management software with encryption for all digital records. Any physical files are stored in secure, locked filing cabinets accessible only to authorised personnel.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify it. By law, health records must be kept for a minimum of 7 years from the date of the last service. For clients who were under 18 years of age at the time of their last session, records must be kept until they would have turned 25.
Access to your Personal Information
You may access the Personal Information we hold about you and request to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
We may charge a reasonable administrative fee for providing a copy of your Personal Information, which involves collating records and ensuring compliance. Please note that access may be denied in specific circumstances, such as if providing the information would pose a serious threat to the life or health of yourself or any other individual.
In order to protect your Personal Information, we will require proof of identity from you before releasing the requested information.
Integrity of Personal Information
It is important that your Personal Information is up to date. We will take reasonable steps to ensure that your details are accurate, complete, and current. If you find that the information we have is not up to date or is inaccurate, please advise our administration or your therapist as soon as practicable so we can update our records and continue to provide quality services to you.
Policy Updates
This Policy may change from time to time to reflect best practices and legal updates. The current version is always available on our website.
Privacy Policy Complaints and Enquiries
If you have any queries or complaints about our Privacy Policy please contact us at: info@heatherferry.com