Privacy and Confidentiality Policy

Serene Solutions Counselling and Social Services

ABN 20 483 812 564

Commitment to Privacy

Serene Solutions Counselling and Social Services is committed to protecting your privacy, confidentiality, and personal information.

We comply with:

• Privacy Act 1988 (Cth)

• Australian Privacy Principles (APPs)

• Relevant State and Commonwealth legislation

• AASW Code of Ethics

• Professional practice standards applicable to counselling, psychotherapy, and social work services

This policy explains how we collect, use, store, disclose, and protect your personal information.

1. Information We Collect

We may collect personal information including:

• Full name

• Date of birth

• Address

• Telephone numbers

• Email addresses

• Emergency contact details

• Medicare information

• Private health insurance details

• NDIS information (where applicable)

• Payment and billing information

We may also collect sensitive information, including:

• Medical history

• Mental health information

• Family and relationship information

• Risk and safety information

• Assessment results

• Session notes

• Reports and correspondence

• Information relevant to the provision of counselling, psychotherapy, social work, and related services

Sensitive information is collected only where reasonably necessary to provide services and support.

2. How Information Is Collected

Information may be collected through:

• Intake forms

• Online booking systems

• Website enquiries

• Telephone conversations

• Email communications

• SMS communications

• Telehealth consultations

• Face-to-face appointments

• Assessments and questionnaires

• Referrals from healthcare professionals

• Information provided by third parties with your consent

By engaging our services, you consent to the collection of information reasonably required to provide professional services.

3. Why We Collect Information

We collect personal information to:

• Provide counselling, psychotherapy, social work, and related services

• Conduct assessments and develop treatment plans

• Maintain clinical records

• Schedule appointments

• Process payments and invoices

• Respond to enquiries

• Communicate with you regarding services

• Comply with legal and professional obligations

• Improve the quality and effectiveness of our services

4. Confidentiality

Information shared during counselling and social work services is treated as confidential.

However, confidentiality may be limited where disclosure is required or authorised by law, including:

• Where there is a serious and imminent risk of harm to yourself or another person

• Suspected abuse, neglect, or exploitation of a child

• Mandatory reporting obligations

• Court orders, subpoenas, or other lawful requirements

• Professional supervision or consultation where identifying information is minimised wherever possible

• Circumstances permitted under privacy legislation

Where practical and appropriate, clients will be informed before information is disclosed.

5. Disclosure of Information

Your information may be disclosed:

• With your written or verbal consent

• To healthcare professionals involved in your care

• To insurers, funding bodies, or NDIS providers where authorised

• To legal representatives where authorised

• To government agencies where legally required

• To professional supervisors or consultants for professional support and quality assurance

• To approved third-party service providers that assist with practice operations

We do not sell client information.

6. Overseas Disclosure of Information

Serene Solutions uses a range of secure technology providers to support service delivery and practice administration.

Some providers may store or process information outside Australia, including in:

• United States of America

• European Union countries

• Other jurisdictions used by service providers

Examples may include:

• PowerDiary

• Mailchimp

• Stripe

• Google Workspace

• Zoom

• Canva

• Novopsych

• Heidi Health

Where overseas providers are used, reasonable steps are taken to ensure privacy protections consistent with Australian privacy legislation.

7. Storage and Security

Serene Solutions takes reasonable steps to protect personal information from:

• Loss

• Misuse

• Unauthorised access

• Modification

• Disclosure

Security measures may include:

• Password-protected systems

• Multi-factor authentication

• Secure cloud-based practice management systems

• Encryption technologies

• Restricted staff access

• Secure disposal of records when retention periods expire

No electronic system can guarantee complete security; however, reasonable safeguards are maintained.

8. Email, SMS and Electronic Communications

Electronic communication carries inherent privacy risks.

By communicating with Serene Solutions through email, SMS, telehealth platforms, website forms, or electronic systems, clients acknowledge that:

• Absolute security cannot be guaranteed.

• Messages may be delayed, intercepted, corrupted, or accessed by unintended recipients.

• Sensitive information should be transmitted carefully.

Electronic communications may be used for:

• Appointment reminders

• Appointment confirmations

• Service updates

• Resources and worksheets

• Administrative communications

• Marketing communications where consent has been provided

9. Marketing Communications

With your consent, Serene Solutions may send:

• Newsletters

• Workshop information

• Educational resources

• Service announcements

• Promotional offers

Communications may be sent via:

• Email

• SMS

• Mailchimp

• Other approved communication platforms

You may unsubscribe or withdraw consent at any time using the unsubscribe option provided or by contacting the practice directly.

Withdrawal of marketing consent will not affect service-related communications necessary for appointments, billing, safety, or legal obligations.

10. Website Information and Cookies

Our website may collect information through:

• Contact forms

• Cookies

• Website analytics

• Security monitoring tools

Cookies may be used to improve website performance and user experience.

Users may disable cookies through browser settings; however, some website functions may not operate correctly.

11. Access to Information

Clients may request access to their personal information or health records.

Requests should be submitted in writing.

Access may be restricted where permitted by law, including circumstances where:

• Disclosure may create a serious risk to health or safety.

• Information relates to another person's privacy.

• Legal restrictions apply.

Identity verification may be required before records are released.

For couples, family, or group services, access and release of information will be managed in accordance with informed consent agreements, privacy legislation, and the rights of all participants.

Further information is available in our Confidential Information Release and Identity Verification Policy.

12. Correction of Information

Clients may request correction of inaccurate, incomplete, or outdated information.

Reasonable steps will be taken to update records where appropriate.

13. Record Retention

Records are retained in accordance with professional, legal, and regulatory requirements.

Generally:

• Adult client records are retained for a minimum of seven (7) years after the last professional contact.

• Child records are retained until the client reaches at least twenty-five (25) years of age, or longer where required by law.

Records may be securely destroyed after applicable retention periods expire.

14. Complaints and Concerns

If you have concerns regarding privacy, confidentiality, or the handling of your information, please contact Serene Solutions directly.

Complaints will be managed in accordance with our Complaints Policy.

If a concern cannot be resolved, you may contact:

Office of the Australian Information Commissioner (OAIC)

Phone: 1300 363 992

Website:
Office of the Australian Information Commissioner

15. Contact Details

Serene Solutions Counselling and Social Services

Suite 2622, Shop 1
11 Main Street
Ellenbrook WA 6069

Email: admin@serenesolutions.com.au

Phone: 0430 620 234

Website:
https://www.serenesolutions.com.au

16. Review of Policy

This Privacy and Confidentiality Policy is reviewed periodically and may be updated to reflect changes in legislation, professional standards, technology, or practice operations.

The most current version will be available upon request and on our website.