Privacy Policy – Action Potential Counselling

Effective Date: 09/02/2026
This Privacy Policy outlines how Action Potential Counselling collects, uses, and manages personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and relevant health privacy legislation.

1. Protection of Your Privacy
Action Potential Counselling is committed to protecting your privacy and maintaining the confidentiality of your personal and health information. We take our ethical, professional, and legal responsibilities seriously.
By engaging in our services or accessing our website, you agree to the terms outlined in this Privacy Policy.

2. What Information We Collect
We may collect and securely store the following information where relevant to providing counselling services:

• Name, date of birth, and contact details

• Relevant medical, psychological, or psychosocial history

• Counselling session notes and clinical records

• Billing, invoicing, and payment details

• Email, phone, or message communications

• Website usage data (where analytics or cookies are used, with consent)

We only collect information that is reasonably necessary for the provision of counselling and related services.

3. How We Collect Information
Personal information may be collected:

• Directly from you (during sessions, intake forms, emails, phone calls)

• Through our website or online booking platform

• From other health professionals with your written consent

• From a parent, guardian, or support person where appropriate and lawful

Where information is received from third parties, we will take reasonable steps to confirm its accuracy with you.

4. Use of Cookies and Website Data
Our website may use cookies or analytics tools to improve functionality and understand how visitors interact with the site. These tools do not identify you personally unless you choose to provide information.
You can adjust your browser settings to disable cookies if you prefer.

5. Why We Collect and Use Personal Information
Your information is collected and used to:

• Provide counselling and therapeutic support

• Maintain accurate clinical and administrative records

• Communicate with you about appointments and services

• Meet legal, ethical, and professional obligations

• Share resources relevant to your wellbeing (optional)

You may opt out of any non-essential communications at any time.

6. Disclosure of Information
Your personal information will not be shared without your consent, except where required or permitted by law, including:

• Where there is a serious and imminent risk of harm to you or others

• When required by law (e.g. court order, subpoena, child protection obligations)

• In the event of a medical or psychological emergency

We only collaborate with other professionals (e.g. GPs, psychologists, support coordinators) with your explicit consent.

7. Health Information and Record-Keeping
Health information is treated with the highest level of confidentiality.
Client records are stored securely using encrypted practice management software and/or locked physical filing systems. Access is restricted to authorised personnel only.

Records are retained:

• For at least 7 years after your last session, or

• Until you are 25 years old if you were under 18 at the time of service

After this period, records are securely destroyed or permanently de-identified.

8. Access and Accuracy
You have the right to:

• Request access to your personal or health information

• Request corrections to information that is inaccurate, incomplete, or outdated

Requests must be made in writing. We aim to respond within 14 business days, subject to legal and ethical considerations.

9. Security Measures
We take reasonable steps to protect your information, including:

• Limiting access to authorised personnel

• Using secure, encrypted platforms for online sessions and record-keeping

• Password-protected systems and secure storage

• Avoiding the use of insecure communication channels for confidential information

10. Choosing Not to Provide Information
You may choose not to provide certain information. However, this may limit our ability to provide appropriate or effective counselling support.
We will always respect your preferences and work collaboratively within your comfort and consent.

11. Concerns or Complaints
If you have concerns about how your information is handled, please contact us directly. We take privacy concerns seriously and will respond promptly and respectfully.
If your concern is not resolved, you may contact:

Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Website: www.oaic.gov.au

12. Changes to This Privacy Policy
This Privacy Policy may be updated from time to time to reflect changes in legislation, professional standards, or service delivery.
The most current version will always be available on our website. We encourage you to review it periodically.