OUR COMMITMENT TO YOUR PRIVACY

At V Harmony Counselling, your privacy and confidentiality are of the utmost importance. We are committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy outlines how we collect, use, store, and protect your personal information, and the circumstances under which it may be disclosed.

SCOPE OF SERVICES COVERED

This privacy policy applies to all counselling services delivered by V Harmony Counselling, including:
● In-person sessions
● Telehealth sessions (via secure encrypted video platforms)
● Telephone counselling
● Email or text-based communication

Your information is handled with the same level of confidentiality and security across all service types.

WHAT PERSONAL INFORMATION WE COLLECT

To provide you with high-quality counselling services, we may collect the following personal information:
● Name, date of birth, and contact details
● Emergency contact information
● Referral details
● Mental health history and medical background
● Session notes and assessments
● Medicare number (if applicable)
● Any information relevant to your care

HOW WE COLLECT YOUR INFORMATION

We typically collect personal information:
● Directly from you through protected intake forms, secure email, phone, or during counselling sessions
● From third parties such as a GP or referring health professional – but only with your consent

WHY WE COLLECT YOUR INFORMATION

We collect your personal information to:

● Provide professional counselling and support services
● Understand your background and tailor care to your needs
● Communicate with you and manage your appointments
● Fulfil legal, ethical, and regulatory obligations
● Maintain practice records and ensure quality care

CONSENT AND CONFIDENTIALITY

Your personal information is kept confidential. We will only disclose it:
● With your consent
● When required by law (e.g., court subpoena, mandatory reporting)
● If there is a serious risk to your safety or that of others
● For professional supervision in a de-identified manner (professional supervision refers to case discussion with a senior clinician for quality assurance – all identifying details are removed)
● To third-party service providers (e.g., IT or administration support) who must comply with strict confidentiality obligations

Children and Vulnerable Clients
For clients under 18 or those with limited capacity, we may involve parents, legal guardians, or other responsible persons in line with legal and ethical obligations. Each situation is assessed individually, considering the client’s age, maturity, safety, and capacity to consent. Confidentiality is respected wherever appropriate, especially for adolescents capable of making informed decisions.

We do not use your information for direct marketing.

HOW WE STORE AND PROTECT YOUR INFORMATION

We take reasonable steps to ensure your information is secure from loss, misuse, or unauthorised access.
● Physical records are stored in locked cabinets
● Digital records are stored on encrypted, password-protected systems
● Staff and contractors are trained in privacy protocols and required to sign confidentiality agreements

DATA RETENTION

In line with legal requirements:

● Records are kept for at least 7 years after your last contact
● For clients under 18, records are retained until they reach 25 years of age

ACCESSING AND CORRECTING YOUR INFORMATION

You have the right to access and request corrections to your personal information. To do this:

● Submit your request in writing
● We may ask for identification before releasing any information
● We will make corrections promptly if your information is inaccurate or outdated

ANONYMITY AND PSEUDONYMITY

Where possible and lawful, you may choose to remain anonymous or use a pseudonym when interacting with us. However, this may limit our ability to provide services.

COMPLAINTS AND CONCERNS

If you have a concern or complaint about how your information has been handled, please contact us directly. We take privacy matters seriously and will respond promptly.

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

● Website: www.oaic.gov.au
● Phone: 1300 363 992

WEBSITE PRIVACY

If you use our website:

● We may use cookies to improve your experience
● No sensitive personal information is collected unless you provide it voluntarily
● We may use third-party services (e.g., Google Analytics) to monitor usage — you can opt out via your browser settings
● SSL (Secure Sockets Layer) certificate is installed on the website
● Contact form is protected by Google reCAPTCHA

CLIENT FEEDBACK OR TESTIMONIALS

Any use of client testimonials or feedback will only occur with your explicit consent and will never include identifying information without permission.

RIGHT TO WITHDRAW CONSENT

You have the right to withdraw your consent to the use or disclosure of your information at any time, although this may affect the services we can provide.

DATA BREACH POLICY

In the event of a data breach, clients will be notified in accordance with the Notifiable Data Breaches (NDB) scheme.

POLICY UPDATES

This Privacy Policy may be updated from time to time. The most current version will be available on our website or upon request.

Last updated: 2 June 2025