Your privacy is important to me. I am committed to handling your personal information with care, respect, and confidentiality.

The information you share is collected only as needed to provide safe and appropriate counselling services. It is stored securely using encrypted systems and is not shared without your consent, except where required by law or where there are serious concerns about safety.

You can read the full Privacy Policy below for more detailed information about how your data is collected, used, and protected.

Full Privacy Policy

Cr8 Counselling – Telehealth Counselling Services

Privacy Policy

Last updated: May, 2026

Cr8 Counselling is committed to protecting your privacy and handling personal information respectfully, securely, and transparently in accordance with the Australian Privacy Principles (APPs) contained within the Privacy Act 1988 (Cth).

1. Eligibility for Service

Cr8 Counselling provides counselling services to adults aged 18 years and over only.

Telehealth counselling services are available only to clients physically located within Australia at the time of their appointment.

2. What is Personal Information?

Personal information refers to information or opinions that identify, or could reasonably identify, an individual.

This may include:

• Name and contact details

• Date of birth

• Address

• Emergency contact information

• GP or other healthcare provider details

• Health or mental health information

Sensitive information relevant to counselling may also be collected, including information relating to personal experiences, trauma history, relationships, cultural background, spiritual beliefs, sexual orientation, or other matters relevant to therapeutic support.

3. Why Personal Information is Collected

Personal information is collected where reasonably necessary to:

• Provide safe and appropriate counselling services

• Assess suitability for telehealth counselling

• Maintain continuity of care

• Meet legal, ethical, and professional obligations

• Fulfil duty of care responsibilities

Due to professional and legal obligations associated with counselling services and clinical record keeping, it is generally not practicable to receive counselling anonymously. Clients may request the use of a preferred name or pseudonym where appropriate; however, legal identifying information may still be required for clinical records.

Personal information will not be used for direct marketing without consent.

4. How Personal Information is Collected

Personal information may be collected through:

• Intake and informed consent forms

• Verbal communication during sessions

• Email, SMS, or secure practice management systems

• Online booking systems

• Telehealth platforms

• Referrals from healthcare providers (with consent)

Only information reasonably necessary for counselling services is collected.

5. Telehealth Services & Technology

Counselling services are provided using secure telehealth platforms and practice management systems designed to support client privacy and confidentiality.

However, telehealth services involve inherent risks associated with internet-based communication, including:

• Technical disruptions or interruptions

• Reduced reliability of internet services

• Potential cyber-security risks or data breaches outside the practice’s control

Clients may be asked to confirm their current physical location at the beginning of sessions to support appropriate emergency response procedures where necessary.

Clients are responsible for:

• Attending sessions from a private and confidential environment

• Using secure devices and internet connections where possible

• Not recording sessions without prior written consent

Cr8 Counselling does not record sessions unless explicitly agreed to in writing.

6. Communication and Privacy Risks

Reasonable steps are taken to protect personal information; however:

• Email and SMS are not fully secure methods of communication

• Transmission of information via the internet cannot be guaranteed to be completely secure

By communicating electronically with Cr8 Counselling, you acknowledge and accept these inherent risks.

7. Storage & Security of Information

Cr8 Counselling takes reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure.

Information is stored using:

• Encrypted and password-protected practice management systems

• Secure telehealth platforms

• Limited-access digital storage systems

Cr8 Counselling uses reputable third-party providers to support practice management, telehealth delivery, and payment processing. These providers maintain their own privacy and security standards.

Cr8 Counselling does not directly store or retain credit card information.

Some third-party providers may store or process information using secure overseas servers. Overseas recipients may be located in countries with privacy laws that differ from those in Australia.

By engaging in counselling services, you consent to the possible overseas storage or processing of personal information. Reasonable steps are taken to ensure providers manage information in accordance with Australian privacy standards.

While reasonable efforts are made to protect personal information, no method of electronic storage or transmission over the internet can be guaranteed to be completely secure.

8. Retention of Records

Client records are retained securely in accordance with applicable legal, ethical, and professional obligations in Australia.

Records are generally retained for a minimum of seven (7) years from the last date of service and may be retained longer where required for legal or professional reasons.

After the applicable retention period, records are securely destroyed or permanently de-identified.

9. Disclosure of Personal Information

Personal information will not be disclosed without consent unless required or authorised by law.

This may include circumstances involving:

• Serious and imminent risk to your life, health, or safety

• Serious risk to another person

• Mandatory reporting obligations

• Court orders, subpoenas, or lawful investigations

Where appropriate and safe to do so, disclosures will be discussed with you beforehand.

De-identified information may also be discussed during professional supervision or consultation processes to support ethical and competent practice.

10. Access to Your Information

You may request access to your personal information by submitting a written request.

Requests will generally be responded to within a reasonable timeframe (typically within 30 days). Access may be refused in limited circumstances permitted under applicable legislation.

A reasonable administrative fee may apply where permitted by law.

11. Correction of Information

Reasonable steps are taken to ensure personal information is accurate, current, and complete.

You may request corrections to your information at any time.

12. Data Breaches

If a data breach is likely to result in serious harm, Cr8 Counselling will:

• Investigate promptly

• Take reasonable steps to minimise harm

• Notify affected individuals where required

• Comply with obligations under the Notifiable Data Breaches Scheme

13. Website Use

While reasonable efforts are made to maintain secure website systems, transmission of information via the internet is not completely secure and is undertaken at your own risk.

14. Complaints

If you believe your personal information has not been handled appropriately, you are encouraged to contact Cr8 Counselling directly.

If you are not satisfied with the outcome, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

15. Changes to This Policy

This Privacy Policy may be updated from time to time.

16. Contact

For privacy-related questions or concerns:

Cr8 Counselling
Email: cr8counselling@gmail.com
Website: www.cr8counselling.com