Privacy Policy

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Integrative Counselling & Wellness (integrativecw.com.au)

Last updated: July 2026

1. Commitment to Privacy

Integrative Counselling & Welbeing is committed to protecting your privacy and managing your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

As a social work practice, we also adhere to the ethical obligations outlined in the Australian Association of Social Wokers (AASW) Code of Ethics, as well as applicable Victorian legislation and professional practice standards.

Confidentiality is a core part of therapeutic practice, and we take all reasonable steps to ensure your personal information is handled securely, respectfully, and lawfully.

2. What Information We Collect

We may collect personal and sensitive information necessary to provide social work and counselling services, including:

• Name, address, date of birth, and contact details
• Emergency contact information
• Health, social, psychological, and family history
• Session notes and assessment information
• Referral information (where applicable)
• Administrative and billing details
• Communication records (email, SMS, intake forms, or online bookings)

Sensitive information is only collected where it is reasonably necessary to provide safe and effective services.

3. How Information Is Collected

Information may be collected through:

• Intake and consent forms (online or paper-based)
• Direct conversations during sessions
• Phone, email, or SMS communication
• Online booking systems or enquiry forms
• Referring practitioners or third parties (where authorised or necessary)

4. Use of Personal Information

Your personal information is used for:

• Providing social work and counselling services
• Developing care, assessment, and support plans
• Maintaining clinical records
• Managing appointments and practice administration
• Communicating with you about your care
• Meeting legal and professional obligations

We do not use your information for unrelated purposes without consent, unless required or authorised by law.

5. Storage and Security of Information

Client records are securely stored using Halaxy, which provides encrypted storage, secure servers, and restricted access controls.

Access to client records is limited to your treating practitioner and authorised administrative staff where necessary for service delivery.

Reasonable steps are taken to protect your information from misuse, loss, unauthorised access, modification, or disclosure.

6. AI-Assisted Clinical Documentation

Integrative Counselling & Wellbeing may use NovoNote and other approved AI-assisted tools to support the drafting and organisation of clinical documentation, administrative tasks, and the creation of psychoeducational resources.

Therapy sessions are not audio or video recorded, and AI is not used to generate transcripts of sessions.

AI is used only to assist with the structure, formatting, or wording of documentation. All clinical notes are reviewed, edited, and finalised by your treating clinician, who remains solely responsible for the accuracy and content of your clinical record.

AI may also be used to develop psychoeducational resources, visual supports, handouts, worksheets, and other therapeutic materials to support client care.

Where practicable, identifying information is minimised or de-identified before being entered into AI-assisted systems. Identifying information is not intentionally included unless clinically necessary or required by law.

If you have any questions or concerns about the use of AI within the practice, please discuss them with your clinician. We are committed to protecting your privacy, maintaining confidentiality, and being transparent about how technology is used to support your care.

7. Confidentiality and Limits of Confidentiality

All personal information shared in sessions is treated as confidential.

Information may only be disclosed without your consent where:

• There is a serious and imminent risk of harm to you or another person
• There are child protection or mandatory reporting obligations
• Disclosure is required by law (e.g. subpoena or court order)
• Clinical supervision or professional consultation is required (with identifying details minimised where possible)

Only the minimum necessary information will be disclosed in such circumstances.

8. Access and Correction of Records

You may request access to your personal records at any time by contacting the practice in writing.

Identity verification may be required before access is provided.

Access may be refused or limited where permitted under law or where disclosure may pose a risk to safety or wellbeing.

You may also request correction of inaccurate or incomplete information.

9. Data Retention

Client records are retained in accordance with legal, ethical, and insurance requirements applicable to social work practice in Australia.

When no longer required, records are securely destroyed or de-identified in accordance with legislative and professional obligations.

10. Complaints

If you have concerns about how your personal information has been handled, you are encouraged to raise this with your practitioner or the practice director in the first instance.

You also have the right to lodge a complaint with the Health Complaints Commissioner (Victoria) or with the Australian Association of Social Workers.

11. Changes to This Policy

This Privacy Policy may be updated from time to time to reflect changes in legislation, professional standards, or practice operations. The most current version will always be available on the website.