Privacy and Confidentiality Notice

At Serene Solutions (ABN 20483812564), your privacy is very important to us. We comply with the Privacy Act 1988, the Australian Privacy Principles, and other relevant laws to ensure your personal information is handled respectfully, securely, and in confidence.

What We Collect
We collect personal details such as your name, contact information, date of birth, Medicare and insurance details, and other information relevant to your care. We may also collect sensitive health information to support your therapeutic goals.

How We Collect Information
Information is collected directly from you through this intake form, during appointments, by phone, email, or other communication methods. We may also receive information from other healthcare professionals or third parties (with your consent).

Why We Collect Your Information
We collect your information to:

• Provide counselling, psychotherapy, or social work services

• Manage bookings, billing, and Medicare or insurance claims

• Comply with legal and ethical obligations

• Improve the quality and effectiveness of our services

Confidentiality and Disclosure
Your information is kept confidential and stored securely. It may only be shared:

• With your consent

• With other professionals involved in your care (where appropriate)

• If required by law (e.g. serious risk of harm, court orders)

• With third-party service providers who help us run our practice (e.g. practice software, cloud storage), some of whom may be overseas (e.g. in Europe or the USA)

Access and Corrections
You can request access to or correct your personal information at any time. Please note that if you are involved in couples or family counselling, you will need the consent of your partner or the other parties assigned to your agreement in sessions' consent, before any personal information can be released. For more details on the release of information, please see our Confidential Information Release & Identity Verification Policy.

Marketing
We may occasionally contact you with service updates or resources. You can opt out at any time.

Cancellation Policy Reminder
Please be aware that late cancellations (less than 24 hours' notice) or missed appointments incur the full session fee. Unpaid fees may be referred to a debt collection service. See our full cancellation policy for details.

Questions or Concerns
If you have any concerns about your privacy or how your information is handled, please speak to us. If unresolved, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or 1300 363 992.

Availability and review of Policy

We will make our Privacy Policy available upon request and will provide a link on our website.

This Policy will be reviewed from time to time, and any amendments will be incorporated into the updated version.

Concerns and Complaints

Serene Solutions acknowledges that, from time to time, clients may experience dissatisfaction or have concerns in relation to services provided. In keeping with our professional, ethical, and legal obligations, Serene Solutions has established a formal process for the management of complaints and concerns.

Clients are encouraged to raise any concerns directly with Serene Solutions in the first instance so that they may be reviewed and addressed in a fair and timely manner. Raising a concern or complaint will not result in disadvantage, discrimination, or adverse treatment.

Further information regarding this process is available in our Complaints Policy

Contact details

Our contact details are as follows:

• Serene Solutions Counselling and Social Services

• Suite 2622 Shop1, 11 Main Street, ELLENBROOK WA 6069[Insert your address]

• admin@serenesolutions.com.au

• Phone: 0430 620 234

Availability and review of Policy

This Policy will be reviewed from time to time, and any amendments will be incorporated into the updated version.