Privacy policy
This policy outlines the ways in which Detangle Counselling handles the personal information of our clients.
We take privacy seriously and are committed to complying with the Australian Privacy
Principles in the Privacy Act 1988, as well the Australian Counselling Associations ethical codes, the Australian Privacy Principles and the Health Records Act 2001 (Victoria). Counsellors in Victoria have an obligation to abide by the Code of Conduct for General Health Services which can found in plain language here: https://hcc.vic.gov.au/sites/default/files/media-document/general_code_of_conduct_a4_2.pdf
Why we collect personal information:
The sharing of personal information by a client to Detangle Counselling assists us to assess and support the client in processing their identified concerns. Personal information is retained to enable us to provide a relevant and informed service. Within our practice and due to our duty of care a client cannot be anonymous. A client may request to use a pseudonym or preferred name, but a name as listed on ID’s is required for documentation.
The following information is collected from clients:
Contact details including name, date of birth, email, phone number and address.
Emergency contact name and contact phone number
Accesibility requirements related to appointments
Health and wellbeing information that is related to your representing concerns and safety
History of mental health care
Session notes
Email and SMS correspondence
Contact details of other profesisonals related to you such as GPs, psychologists, psychiatrists or lawyers can be collected if you have consented to relevant correspondence.
If information is out of date, clients may be requested to provide up to date information.
Disclosure of your personal information:
Intake information and the content of sessions is confidential.
The only exceptions to this are:
If there is genuine cause to believe you or someone else is at risk of serious harm
If your client notes are subpoenaed by the courts
To report any child abuse you disclose, even if the child is unrelated to you
To provide de-indeitfied information about your sessions to an ACA supervisior.
Storage of your personal information:
Your personal information is stored digitally and can only be accessed by the counsellor. Session notes are stored locally in markdown format on a locked device and backed up on a secure hard-drive that only the counsellor has access to.
Intake and infomed consent forms are stored with Halaxy. Payments are also processed by Halaxy. Details about how Halaxy stores this information can be found here: https://www.halaxy.com/article/security
Accessing your personal information:
You may request access to personal information we hold about you. We may ask you to
specify what information you require. Please provide the request for information in wiriting via email. A fee may be charged if the informaton needs to be dicussed in session.
We deal with all requests for access to personal information as required by the Privacy Act.
We may refuse to provide access if the Privacy Act allows us to do so. This will only be done when it is dertrimed accessing the information may put the client at undue risk. If information is not provided a reason will be given.
Virtual counselling:
Sessions are offered by zoom or phone. A telehealth checklist for clients to follow is provided during intake. By default, sessions are not recorded. If part of a session is to be recorded for any reason, this must be discussed prior and with the consent of both the counsellor and client.
Website and email:
The Detangle counselling website is made using squarespace. Information on how cookies are used on Squarespace websites can be found here: https://www.squarespace.com/cookie-policy/
Any information collected through cookies or analytics is unrelated to your client information and notes and only used to improve the webiste.
Dentangle counselling uses Outlook for email. It is not recommended that clinets disclose sensitive health inofrmation over email. This information is best communicated via intake forms or in session.
Generative AI and large language models:
GenAI and LLMs are not used by Detangle Counselling in any part of the practice. Halaxy AI features are disabled.
If you are unsatisfied and want to make a compliant:
If you believe your information is being mishandled please start by contacting Detangle conselling directly to attempt to resolve the issue. If you are still unsatisfied you have the right to contact the below organsitions to make a complaint:
The Australian Information Commissioner (OAIC)
Website: http://www.oaic.gov.au/
Health Complaints Commissioner (Victoria)
Phone: 1300 582 113; Website: https://hcc.vic.gov.au/
This privacy policy is subject to updates at any time. Exisiting clients will be notified that there has been a change via email and can access the update on the Detangle Counselling website.
