1. Client information held by Platinum Counselling is stored with the utmost security and confidentiality in mind. I follow all Australian Privacy Principals, a copy of which can be found here: The Office of the Australian Information Commissioner - Privacy Principles, the Commonwealth Privacy Act 1988 (Cth), a copy of which can be found here: https://www.legislation.gov.au/Details/C2023C00294, and the Health Records (Privacy and Access) Act 1997, a copy of which can be found here: https://www.legislation.act.gov.au/View/a/1997-125/current/html/1997-125.html

2. I use electronic record storage including video, audio and digital notes. No paper files are held. My electronic records are password or biometrically protected, and only I have access to them.  

3. For storage space purposes, digital records are only held for 6-12 months. After this they may not be able to be retrieved. Exceptions to this include Client Registration Forms and Session Notes, which are held for 7 years. In cases where the client is a minor, records are required to be held until the minor reaches 25 years of age. Videos are only stored for 1-2 weeks.

4. Your personal information is not provided to third parties or advertising bodies. It is stored in an electronic database as discussed in the previous two points, only accessible by me.

5. Clients have the right to apply for a copy of their information to be provided to them. Requests must be submitted in writing to Platinum Counselling via clientcare@platinumcounselling.com.au. Requests may take several weeks to complete. 

6. If the client is a person under 18 years of age, parents and/or guardians do not automatically have the right to know the details of what is discussed between the client and the counsellor during sessions. All clients have the right to privacy and to discuss their concerns with the counsellor in a safe and confidential space. 

7. Copies of records will not be provided to any other care professional, including in the case of referrals. Only basic, generalised information will be provided to other care professionals I might refer clients to, and only after gaining permission from clients to do so.

8. As a counsellor I work under supervision for my own professional development and ongoing registration. While working with supervisors some case information is discussed in a generalised, de-identified manner, meaning no names or other identifying information is provided about any clients. Supervising sessions are conducted with myself and my supervisor only, clients are not present. Cases are discussed in general terms only, to protect your privacy, and to ensure I continue to provide you with the highest level of care possible. 

9. For any complaints, concerns or questions regarding the application of this Privacy Statement or the Australian Privacy Principles, please contact clientcare@platinumcounselling.com.au. If you are unhappy with the response received from this contact, please refer to The Office of the Australian Information Commissioner - Privacy Complaints for next steps.

10. There are exceptions to confidentiality under certain circumstances. Instances where counsellors are required to provide certain confidential information to others, include: 

    •  To protect the client or someone else from perceived or imminent harm; 

    •  To report abuse, neglect, or where there is actual or assumed risk of harm to children; 

    •  When legally obligated to do so, such as under the order of a subpoena.

    In cases where Platinum Counselling is required to release any confidential information, clients will be informed prior to its release. 

11. Platinum Counselling complies with the Code of Ethics of both the Australian Counselling Association (ACA) and the Psychotherapy and Counselling Federation of Australia (PACFA). Copies of which can be found here: ACA Code of Ethics and here: PACFA Code of Ethics   

12. As a Coach, I also comply with the International Coaching Federation Code of Ethics, which can be found here : https://coachingfederation.org/ethics/code-of-ethics

Here is the unfun, but important stuff:

• Please ensure you read and understand the Privacy Statement, Clinic Information, and these Terms and Conditions.

• The clinic operates strictly by appointment only.

• Please do not bring other people with you to your appointments unless they have been booked in as part of the session (see Clinic Information for more on this). Exceptions to this will be considered in cases of advocates or disability carers. Please contact me to discuss prior to your appointment.

• Please ensure you adhere strictly to your booked session times to protect your privacy and the privacy of my other clients (see Clinic Information for more on this).

• If you arrive late to your appointment, this will shorten the time we are able to spend together. Your appointment will still end at the scheduled time, and you will not be able to have the full hour you pay for. This is to ensure it doesn’t run into another clients appointment.

• Deposits paid for sessions that are not attended are non-refundable. By booking a session that you do not attend, you may be preventing another client from getting the assistance they need. If you need to change your appointment, please give a minimum of 24 hours notice. I am a very reasonable person, so if there are extenuating circumstances, please contact me to discuss as soon as possible.

• Failure to attend pre-booked or pre-paid sessions without a minimum of 24 hours notice will result in forfeiture of monies paid for that appointment. However, I am a very reasonable person so if there are extenuating circumstances, please contact me to discuss as soon as possible.

• Deposits paid for rescheduled or cancelled appointments with more than 24 hours notice will have the deposits transferred to the new appointment, or in the case of cancellation, refunded in full.

• Repeated failure to attend appointments without adequate notice may result in your session times being made available to other clients.

• All clients attending the clinic must be fully vaccinated against Covid-19. If you are not, you will be required to book telehealth Counselling sessions only, via Zoom (see Clinic Information for more on this).

• Phone calls will only be answered during business hours (Monday to Friday 9am - 5pm) when I am not with a client.

• Calls that enter into counselling territory will be charged accordingly in 15 minute increments.