PRIVACY POLICY

The Collective Wellbeing Project
Counselling, Psychotherapy & Wellbeing Services
Mermaid Beach, Gold Coast, Queensland, Australia

Last updated: 30 October 2026

1. Our Commitment to Privacy

At The Collective Wellbeing Project, we recognise that privacy, confidentiality and trust are fundamental to the therapeutic relationship.

We are committed to protecting the personal and sensitive information entrusted to us and handling it with care, professionalism and respect.

We aim to manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), applicable Australian laws and relevant professional and ethical standards, including those established by the Psychotherapy and Counselling Federation of Australia (PACFA).

This Privacy Policy explains how we collect, use, disclose, store and protect personal information.

It applies to individuals who interact with The Collective Wellbeing Project, including counselling and psychotherapy clients, prospective clients, website visitors, practitioners enquiring about consulting room hire, and other individuals who contact our practice.

2. Information We Collect

We collect personal information reasonably necessary to provide our services, respond to enquiries and meet our professional and legal obligations.

Depending on your interaction with us, this may include:

Personal and contact information

• Name and contact details

• Email address and telephone number

• Appointment and booking information

• Information provided through enquiries, correspondence and online forms

• Relevant payment and administrative information

Counselling and health information

When providing counselling or psychotherapy services, we may collect sensitive information relevant to your care, including:

• Relevant personal, psychological and health history

• Presenting concerns and therapeutic goals

• Information shared during counselling sessions

• Clinical observations and session notes

• Relevant referral information

• Information necessary to assess and support your therapeutic needs

Health information is classified as sensitive information under Australian privacy law and is handled with additional safeguards.

Professional and consulting room enquiries

For practitioners enquiring about consulting room hire, we may collect:

• Name and contact details

• Professional qualifications and area of practice

• Professional registration or association membership details

• Preferred room hire arrangements

• Information necessary to establish and administer a room hire agreement

Website and technical information

When you visit our website, certain technical information may be collected through cookies and website technologies, including device information, browser type and website activity.

3. How We Collect Information

We generally collect personal information directly from you when you:

• Contact us by telephone, email or online enquiry form

• Book or attend a counselling appointment

• Complete an intake or consent form

• Communicate with us through our website or social media

• Submit a consulting room hire enquiry

• Enter into a professional room hire agreement

In some circumstances, we may receive relevant information from a referring healthcare professional, Employee Assistance Program (EAP) provider or another authorised source.

Where practical and lawful, individuals may make general enquiries anonymously or using a pseudonym. However, certain information is required to provide counselling services, maintain appropriate records or establish professional agreements.

4. How We Use Personal Information

We use personal information for purposes directly related to our professional services and business operations.

These purposes may include:

• Responding to enquiries and requests for information

• Scheduling and managing appointments

• Providing counselling and psychotherapy services

• Maintaining appropriate clinical and administrative records

• Supporting continuity and quality of care

• Communicating with clients about their appointments or services

• Processing payments and maintaining financial records

• Managing consulting room hire enquiries and agreements

• Providing information about room availability and pricing

• Arranging consulting room viewings

• Meeting professional, ethical and legal obligations

• Maintaining and improving our website and services

We do not sell personal information.

We do not use confidential counselling information for advertising or promotional purposes.

Marketing communications are sent only where permitted by law, and individuals may request to stop receiving them.

5. Informed Consent

Informed consent is an essential part of ethical counselling and psychotherapy practice.

Before commencing services, clients are provided with relevant information about:

• The nature and purpose of counselling

• The therapeutic relationship and professional boundaries

• Confidentiality and its limitations

• The collection and management of personal information

• Relevant service arrangements and fees

• Their rights and responsibilities

Clients are encouraged to ask questions and discuss any concerns before consenting to services.

Informed consent is an ongoing process and may be revisited throughout the therapeutic relationship.

This Privacy Policy complements, but does not replace, the informed consent process.

6. Confidentiality of Counselling and Psychotherapy

Confidentiality is fundamental to the therapeutic relationship.

Information shared during counselling and psychotherapy sessions is treated as confidential and is not ordinarily disclosed to third parties without the client’s informed consent.

Confidentiality may be limited where disclosure is required or authorised by law, including circumstances involving:

• A serious threat to life, health or safety where disclosure is legally permitted

• Applicable mandatory reporting obligations

• A valid court order or other legally enforceable requirement

• Other circumstances where disclosure is required or authorised under Australian law

Where appropriate and legally permissible, clients will be informed about a disclosure and the reasons for it.

The limits of confidentiality are explained as part of the informed consent process.

7. Professional Clinical Supervision

Professional clinical supervision forms an important part of ethical counselling and psychotherapy practice.

Supervision supports professional accountability, reflective practice and the quality of therapeutic services.

Relevant client material may be discussed during professional supervision.

Reasonable steps are taken to protect client confidentiality, including removing or disguising identifying information wherever practicable.

Clinical supervisors are expected to maintain appropriate professional confidentiality.

8. Disclosure and Release of Information

Personal and clinical information is not ordinarily shared with third parties without the client’s informed consent, unless disclosure is required or authorised by law.

Where information is requested by another healthcare professional, organisation or third party, appropriate consent will be obtained before disclosure unless a lawful exception applies.

Where practicable, consent for non-mandatory disclosure of confidential client information will be documented in writing.

Any disclosure will be limited to information reasonably necessary for the relevant purpose.

9. Employee Assistance Program (EAP) Services

The Collective Wellbeing Project may provide counselling services through Employee Assistance Programs.

Client confidentiality remains a fundamental professional obligation when counselling is accessed through an EAP.

Information discussed during counselling sessions is not routinely disclosed to the client’s employer.

Limited administrative information may be provided to the relevant EAP organisation where necessary for service delivery, reporting or payment, subject to applicable agreements, client consent and legal requirements.

Any additional disclosure of personal or clinical information will be managed in accordance with applicable privacy legislation, professional ethical obligations and the confidentiality arrangements explained to the client.

10. Clinical Records and Recordkeeping

We maintain appropriate clinical records to support continuity of care, professional accountability and legal obligations.

Clinical records are created and maintained in a timely, factual, respectful and professionally appropriate manner.

Records may include relevant background information, presenting concerns, therapeutic interventions, progress notes and other information necessary for professional practice.

Clinical records are stored securely, with access restricted to authorised individuals.

Records are retained for the periods required by applicable legislation and professional obligations.

When information is no longer required and there is no legal obligation to retain it, reasonable steps are taken to securely destroy or de-identify it.

11. Storage and Security of Information

We take reasonable steps to protect personal and sensitive information against misuse, interference, loss, unauthorised access, modification and disclosure.

Depending on the type of information, records may be maintained electronically or in other appropriately secured formats.

Security measures may include access controls, password protection, secure storage and appropriate administrative safeguards.

Access to confidential information is limited to individuals who require it for legitimate professional or administrative purposes.

Although reasonable precautions are taken, no electronic communication or online system can be guaranteed to be completely secure.

12. Telehealth and Online Counselling

The Collective Wellbeing Project provides counselling and psychotherapy services in person and through telehealth, including video consultations using Zoom.

Reasonable steps are taken to maintain privacy and confidentiality during online appointments.

Clients are encouraged to participate from a private location and use a secure internet connection.

Relevant privacy risks and limitations associated with telehealth are discussed where appropriate.

Telehealth sessions are not routinely recorded. Any proposed recording requires appropriate prior consent.

The same professional confidentiality principles apply to telehealth and in-person counselling.

13. Website, Social Media and Online Enquiries

Our website and online advertising platforms may collect personal information when individuals submit an enquiry or request information.

This includes enquiries submitted through Facebook, Instagram and other Meta advertising services.

For example, individuals enquiring about consulting room hire may be asked to provide:

• Name

• Email address

• Telephone number

• Profession or area of practice

• Other information relevant to their enquiry

This information is used to respond to the enquiry, provide relevant information about room hire, discuss availability and pricing, or arrange a viewing where requested.

Submitting an enquiry does not automatically subscribe an individual to unrelated marketing communications.

Our website is hosted through Wix, and we may use third-party platforms, including Meta, to support website operations, advertising and communication.

These providers may process certain information in accordance with their own privacy policies.

14. Independent Practitioners and Consulting Room Hire

The Collective Wellbeing Project provides consulting rooms to independent health and wellbeing practitioners.

Practitioners operating independently from our premises are responsible for maintaining their own professional records, obtaining appropriate client consent and meeting their applicable privacy and confidentiality obligations.

The Collective Wellbeing Project does not automatically have access to the confidential clinical records maintained by independent practitioners.

Clients engaging with an independent practitioner should refer to that practitioner’s privacy policy for information about how their personal and health information is managed.

15. Third-Party Service Providers and Overseas Disclosure

We may engage third-party providers to support website hosting, communications, appointment management, telehealth, payments and other business functions.

Personal information may be disclosed to these providers where reasonably necessary for the relevant service, with consent where required, or where otherwise permitted or required by law.

Some technology and cloud service providers may process or store information outside Australia.

The countries involved depend on the providers and systems used.

We take reasonable steps to manage overseas disclosures in accordance with applicable privacy requirements.

16. Accessing and Correcting Personal Information

Individuals may request access to personal information held about them or ask for information to be corrected if it is inaccurate, incomplete, outdated, irrelevant or misleading.

Requests may be submitted using the contact details provided below.

We may need to verify an individual’s identity before providing access or making corrections.

Requests will be considered in accordance with applicable privacy legislation, including any lawful grounds for limiting or refusing access.

Where access or correction is refused, we will provide an explanation where required by law.

17. Cookies and Website Analytics

Our website may use cookies and similar technologies to support website functionality, understand visitor activity and improve the user experience.

Third-party website and advertising services may also use cookies or related technologies in accordance with their own privacy practices.

Individuals can manage or disable cookies through their browser settings, although this may affect some website features.

18. Privacy Concerns and Complaints

We take privacy concerns seriously and aim to address them respectfully, fairly and promptly.

If you have concerns about how your personal information has been collected, used, stored or disclosed, please contact The Collective Wellbeing Project.

We will review your concerns and respond within a reasonable timeframe.

If you are dissatisfied with our response, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

19. Changes to This Privacy Policy

This Privacy Policy may be updated periodically to reflect changes to our services, professional obligations, technology or applicable legislation.

The most current version will be available on our website.

20. Contact Information

The Collective Wellbeing Project
Counselling, Psychotherapy & Wellbeing Services
Mermaid Beach, Gold Coast, Queensland, Australia

Website: www.collectivewellbeing.com.au

For privacy enquiries, requests to access or correct information, or privacy complaints, please contact us using the contact details provided on our website.