Privacy Policy

1. Who I am

Central Coast Counselling is a counselling practice run by Susan Owens in Tuggerah, New South Wales. In this policy, "I", "me" and "my" mean Susan Owens, trading as Central Coast Counselling. "You" means a person who visits the website, makes a booking or is a client.

I am a member of the Australian Counselling Association (ACA) and follow its Code of Ethics, which includes duties of confidentiality and informed consent.

2. Laws that apply

Counselling is a health service, so I handle your information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and the Health Records and Information Privacy Act 2002 (NSW) and its Health Privacy Principles. I treat everything you tell me as sensitive health information.

3. What information I collect

When you visit the website: your IP address, device and browser type, the pages you view and how you arrived (for example from a Google search or advertisement). This is collected with cookies and similar technology (see section 8).

When you make an enquiry or booking: your name, email address, phone number, the service or package you choose, your preferred times, and anything you choose to write in the message or booking form. For couples and family sessions I may collect the names of the other people attending.

When you request a call back: your first name, phone number and best time to call.

When you pay: payment is handled by Stripe. I receive confirmation of payment and the amount, your name and the last four digits of the card. I do not see or store your full card number.

During counselling: I keep session notes and records. These can include what you tell me about your relationships, family, health, emotional wellbeing, history, goals and risks, my assessments and plans, and any forms or agreements you complete. This is sensitive health information.

Other: if you leave a Google review or contact me through Google Business Profile, Facebook or Instagram, I see what you choose to share there.

4. Why I collect it and how I use it

I do not sell your information. I do not use your session notes or anything you tell me in counselling for marketing. I will only send you marketing or newsletters if you ask me to, and every message tells you how to stop.

• To respond to your enquiry, confirm and manage your booking, and send reminders.
• To provide counselling and keep accurate clinical records so I can give you safe, consistent care.
• To take payment and keep financial records, including for tax.
• To meet legal, insurance and professional obligations.
• To keep the website and booking system working and secure.
• To understand how the website is used and to improve it (using de-identified or aggregate data wherever possible).

5. Where your information is kept (iEmpath)

Bookings, client records and session notes are kept in iEmpath, the practice management and website platform used by Central Coast Counselling. iEmpath runs on servers located in Australia (Cooranbong, New South Wales) and is operated by Dean Owens, trading as AusLynx.

Access to session notes is limited to authorised people. The platform operator has technical access to the system for maintenance, security, backups and support, and is bound to keep client information confidential and to use it only for those purposes.

I protect your information with measures that include: sign-in protection for the clinical system, access limited to those who need it, encrypted connections (HTTPS) on the website and booking system, regular backups, and keeping the software up to date.

6. Who I share information with

I share your information only when I need to, and only what is needed. I do not disclose your information to anyone else without your written consent.

• Service providers that help run the practice: Stripe (payments), ClickSend (text messages), an email delivery service for booking messages, Google (website analytics, Google Ads, Business Profile and Search Console), and the hosting and backup arrangements described above. Some of these providers process data overseas, including in the United States. I choose providers that protect information to a standard consistent with Australian law.
• Other health professionals: a GP, psychologist, psychiatrist or other professional involved in your care, only with your consent.
• Your health fund or employer: only if you ask me to, for example to provide an invoice.
• My professional supervisor: in supervision I discuss cases in a way that does not identify you, as required by the ACA Code of Ethics.
• When the law requires or allows it: for example if there is a serious risk of harm to you or someone else, a child is at risk of significant harm, or I receive a subpoena or court order. Where I can, I will tell you first.

7. Couples, families and children

In couples or family counselling the record may relate to more than one person. Before we begin I will explain how information is handled, including that I do not keep secrets from one partner or family member that affect the work we are doing together. If you ask for access to a joint record, I may need the other participants' agreement before releasing information about them.

Children and young people: a person under 18 can receive counselling if they understand what is involved. I will talk with you and, where appropriate, a parent or guardian about consent, and about what stays private.

8. Cookies, analytics and advertising

The website uses cookies and similar technology for Google Analytics 4 (to see which pages are used and whether bookings are made) and Google Ads (to measure whether advertising leads to bookings). You can block or delete cookies in your browser settings, and you can opt out of Google Analytics with Google's browser add-on. The website does not place advertising or tracking inside the booking confirmation or the client area beyond what is needed to count a completed booking.

9. How long I keep your information

I keep client records for at least 7 years after your last service. Records of a person who was under 18 at the time are kept until they turn 25. After that I securely destroy or de-identify them. Website enquiries that do not lead to counselling are deleted after 12 months.

10. Your rights

You can ask me for a copy of the information I hold about you, to correct information that is inaccurate, out of date or incomplete, to tell you how your information has been used or shared, and to remove you from any marketing list.

I will reply within 30 days. In some cases the law lets me limit access, for example if sharing a record could seriously threaten someone's safety, or it contains information about another person. If I refuse, I will tell you why in writing. I may not be able to delete clinical records within the retention period, but you can ask me to add a statement of your view to your record.

To make a request, email privacy@centralcoastcounsellingservice.com.au or phone 0466 840 148, and I will check your identity first to protect your privacy.

11. Data breaches

If there is a data breach that is likely to cause you serious harm, I will tell you and the Office of the Australian Information Commissioner (OAIC) as the Notifiable Data Breaches scheme requires, and I will tell you what to do to protect yourself.

12. Complaints

If you are unhappy with how I have handled your information, please contact me first at privacy@centralcoastcounsellingservice.com.au and I will respond within 30 days. If you are not satisfied you can contact:

• the Office of the Australian Information Commissioner (OAIC): oaic.gov.au
• the NSW Information and Privacy Commission: ipc.nsw.gov.au
• the Australian Counselling Association: theaca.net.au

13. Changes to this policy

I review this policy at least once a year and will update it when my practices or the law change. The current version is always on this website, with the date it was last updated.