Privacy Policy
Privacy Policy for Elowen Counselling
Effective Date: 21st June 2025
Elowen Counselling is committed to protecting your privacy and handling your personal information with the utmost care, respect, and confidentiality. This Privacy Policy outlines how we collect, use, store, and disclose your personal and sensitive information in accordance with the Australian Counselling Association (ACA) Code of Ethics and Practice, the Privacy Act 1988 (Cth), and the Australian Privacy Principles (APPs).
1. Collection of Personal Information
We collect personal and sensitive information that is necessary for providing safe, ethical, and effective counselling services. This may include:
Name, address, email, and phone number
Date of birth, emergency contact details
Health and medical information relevant to your care
Session notes and case history
Referrals or reports from health professionals (with consent)
Information is collected directly from you unless you have consented to a third party providing it or it is unreasonable/impractical to obtain it from you directly.
2. Purpose of Collection
Your personal information is collected for the purposes of:
Providing counselling, coaching, and wellbeing services
Assessing your needs and developing treatment or support plans
Communicating with you regarding appointments and services
Fulfilling legal and ethical obligations
Maintaining accurate records as required by law and professional standards
3. Storage and Security
Your records are stored securely using password-protected electronic systems or locked filing cabinets for paper records. Reasonable steps are taken to protect your information from misuse, interference, loss, unauthorised access, modification, or disclosure.
All records are kept for a minimum of seven (7) years after your last contact, or in the case of minors, until the client turns 25 years old, in line with ethical and legal obligations.
4. Confidentiality and Disclosure
Confidentiality is a cornerstone of Elowen. Your information will not be shared without your informed consent except where:
There is a risk of harm to yourself or others
There is a legal obligation (e.g., subpoena, mandatory reporting of abuse)
It is required by law or ethical obligations (e.g., to protect a child or vulnerable person)
In such cases, every effort will be made to discuss this with you beforehand unless it is unsafe or impractical.
5. Access and Correction
You have the right to access the personal information held about you and to request corrections if the information is inaccurate, incomplete, or outdated. Requests can be made in writing, and we will respond within a reasonable timeframe, in accordance with the Privacy Act.
6. Use of Technology
If sessions are conducted via telehealth (e.g., phone or video), we use secure platforms and take reasonable steps to ensure your information remains confidential. Please note that while we strive for the highest level of cybersecurity, there is always some risk in using online communication. A note taking app might be used to record session notes. However, permission to use this app will be asked before each session.
7. Complaints
If you have concerns about your privacy or how your personal information has been handled, please contact us directly. If you are not satisfied with the response, you may contact:
Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992
8. Policy Updates
This Privacy Policy may be updated periodically to reflect changes in legislation or practice. The most current version will always be available on our website or upon request.
Contact Us
Elowen Counselling
Email: support@elowen.com.au
Phone: 0477 508 793
Website: www.elowen.com.au