Privacy Policy

Personal Information & Confidentiality

Counselling Solution is an independent counselling practice operated by Robin and Adrian Schep. We are committed to protecting your privacy and handling your personal information in a respectful, transparent, and lawful manner.

This Privacy Policy explains how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Collection of Personal Information

We collect personal information that is reasonably necessary to provide counselling and related professional services. This may include:

  • Your name, contact details, date of birth, and residential address

  • Emergency contact details

  • Referral information (e.g. GP, insurer, NDIS, Victims Services, employer program)

  • Relevant background information you choose to share as part of intake or counselling

  • Session attendance, billing, and administrative records

Providing personal information is voluntary; however, not providing certain information may limit our ability to offer services safely or effectively.

Use of Personal Information

Your personal information is used solely for purposes directly related to providing counselling services, including:

  • Assessment and therapeutic support

  • Appointment scheduling and communication

  • Billing and administrative requirements

  • Professional supervision (using non-identifying information only)

  • Meeting legal, ethical, and regulatory obligations

We do not use client information for marketing purposes, and we do not sell or trade personal data.

Storage and Security of Information

Personal information is stored securely using a combination of electronic systems and, where applicable, paper records. We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure.

We use third-party service providers to support practice operations, including online scheduling and secure email services. Some personal information may be stored or processed outside Australia (for example, through cloud-based systems). Where this occurs, we take reasonable steps to ensure these providers maintain appropriate privacy and security standards consistent with Australian privacy requirements.

Retention of Records

Client records are retained for a minimum period of seven (7) years in accordance with professional, legal, and regulatory requirements. When information is no longer required, we take reasonable steps to securely destroy or permanently de-identify it.

Confidentiality and Disclosure

All information shared during counselling is treated as confidential, except in the following circumstances:

  • You provide informed consent for disclosure

  • Disclosure is required or authorised by law

  • There is a serious and imminent risk of harm to you or another identifiable person

  • We are legally compelled by a court or statutory authority

Where possible and appropriate, we aim to discuss any required disclosure with you in advance.

Professional Supervision

Counsellors at Counselling Solution participate in regular professional supervision as required by ethical standards. During supervision, non-identifying information only may be discussed to support professional development and quality of care.

Access to Your Information

You have the right to request access to your personal information and to request correction of inaccurate or outdated details. Requests must be made in writing and will be handled in accordance with the Privacy Act 1988.

In most cases, access will be provided by way of a summary of relevant information rather than raw session notes, unless disclosure of full records is legally required.

Client Eligibility

Counselling Solution provides services to adults only. We do not provide counselling services to individuals under the age of 18.

Changes to This Policy

This Privacy Policy may be updated from time to time to reflect changes in legal requirements or practice operations. The most current version will always be available on our website.

Concerns or Complaints

If you have any concerns about how your personal information is managed, please contact:

Counselling Solution
Email: hello@counsellingsolution.com.au
Phone: 0421 224 070

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Phone: 1300 363 992
Website: oaic.gov.au

Counselling Solution NSW
ABN: 98 411 609 654