Privacy Policy

ABN: 97575073266

Enrei Counselling values and respects your privacy. This Privacy Policy outlines how we collect, use, store, and disclose your personal information and sensitive health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Health Records (Privacy and Access) Act 1997 (ACT).

By accessing our services or website, or by providing your personal information to us, you consent to the terms of this Privacy Policy.

Definitions

• Personal Information: Any information or opinion (whether true or not, and whether recorded in a material form or not) about an identified individual or a reasonably identifiable individual.

• Sensitive Information: A subset of personal information that includes information about health, mental health, race, religion, sexual orientation, and other personal attributes protected under Australian law.

• Health Information: Personal information or opinion about an individual's physical or mental health, disabilities, or the provision of health services to the individual.

What Information We Collect

Enrei Counselling collects and holds a range of personal and sensitive information relevant to the provision of psychological and counselling services. This includes, but is not limited to:

• Personal Details: Name, date of birth, gender, address, contact details (email, phone)

• Emergency Contact Details

• Demographic Information: Cultural background, language spoken, gender identity, etc.

• Referral Details: Referring GP or healthcare provider, Medicare number (if applicable)

• Mental Health and Medical History

• Session Notes and Assessments

• Telehealth Metadata: e.g., time, duration of session

• Payment Details: Bank details or credit card details (where applicable)

• Website Usage Information: Via cookies or analytics tools

How We Collect Your Information

We may collect your information through:

• Direct communication with you (in person, phone, email, web forms)

• Telehealth platforms (Halaxy and Psychology Today)

• Intake forms, questionnaires, and assessments

• AI-assisted clinical note-taking tools (secure and compliant systems only)

• Referrals from other healthcare providers (with your consent)

• Public sources (only where permitted by law)

Where reasonable and practicable, we will collect information directly from you. Third-party information will only be used when you have given consent or where required by law.

Use of AI in Clinical Notes

Enrei Counselling may utilise AI-assisted tools to assist with clinical note-taking and documentation. These tools:

• Are only used with secure, privacy-compliant platforms

• Do not replace professional judgement

• Are used to improve record accuracy and clinical efficiency

• Are used only if clients are informed and give explicit consent

You may decline the use of AI-assisted tools at any time by notifying your therapist. If you have any concerns about the use of AI in your clinical notes, you can request more information or withdraw consent.

Why We Collect Your Information

Your personal and sensitive information is collected for purposes including:

• To assess, diagnose, and provide therapeutic services

• To manage appointments, billing, and health records

• To communicate with you (e.g., appointment reminders, resources)

• To liaise with other health professionals (with your consent)

• For legal, regulatory, and clinical record-keeping obligations

• To ensure safety (e.g., contacting emergency services when required)

Legal Basis for Collection and Use

Enrei Counselling collects and manages your information in compliance with:

• Privacy Act 1988 (Cth)

• Australian Privacy Principles (APPs)

• Health Records (Privacy and Access) Act 1997 (ACT)

• Mandatory reporting obligations under ACT legislation (e.g., child protection laws)

Storage and Security of Information

We store your personal and health information securely using:

• Halaxy, an Australian-based, privacy-compliant practice management system

• Psychology Today, used only for secure video sessions

• AI-assisted note-taking platforms, only when compliant with Australian privacy legislation

Electronic records are encrypted and access-controlled. Paper records (if used) are stored securely and destroyed when no longer needed. We take reasonable steps to protect your data from misuse, loss, unauthorised access, modification, or disclosure.

Data Retention

Under the Health Records (Privacy and Access) Act 1997 (ACT):

• Records are retained for at least 7 years from the last interaction

• For clients under 18, records are kept until the client turns 25, whichever is longer

• After the retention period, records are securely destroyed or permanently de-identified

We may disclose your personal or sensitive information:

• With your express or implied consent

• To your GP or referring practitioner (with your consent)

• To another healthcare provider (e.g., psychiatrist, psychologist)

• Where there is a serious risk to life, health, or safety of you or others

• When required by law (e.g., court subpoena, mandatory reporting)

• To administrative services (e.g., accountants or IT providers) who support our operations and are bound by confidentiality obligations

We do not sell, rent, or trade your information under any circumstances.

Overseas Disclosure

While Enrei Counselling stores most data in Australia, certain services (e.g., cloud-based tools used in AI note-taking or video platforms) may store or process data overseas. By consenting to this policy, you acknowledge:

• Overseas data storage may not be governed by the Privacy Act.

• We will take reasonable steps to ensure such providers have adequate privacy protections.

• You may opt out of any such service by informing us in writing.

Access and Correction of Personal Information

You have the right to request access to or correction of your personal information, subject to exceptions allowed by law. Requests must be made in writing to: Email: admin@enreicounselling.com.au Subject: Privacy Access Request – Enrei Counselling

We will respond within 30 business days. You may be asked to verify your identity before access is granted. An administrative fee may apply in certain cases.

In some circumstances, we may refuse access (e.g., where access would pose a serious threat to health or safety). If we do so, we will provide written reasons.

Website and Cookies

Our website may use cookies and analytics tools to improve user experience. Information collected may include browser type, IP address, and session time. You can disable cookies in your browser, but some functionality may be affected. Our website may link to third-party services (e.g., Psychology Today). We are not responsible for the privacy practices of other websites. We recommend reviewing their privacy policies before providing personal information.

Making a Complaint

If you believe we have breached your privacy rights, you can contact us at: Email: admin@enreicounselling.com.au Subject: Privacy Complaint – Enrei Counselling

We will respond as soon as practicable. If you are not satisfied with our response, you may contact the: Office of the Australian Information Commissioner (OAIC) Website: www.oaic.gov.au Phone: 1300 363 992

Policy Updates

This policy may be updated from time to time to reflect changes in legislation or practice. The latest version will always be available on our website or provided upon request.

Last updated: 03/09/2025

Contact

If you have any questions, concerns, or would like a copy of this policy in a different format, please contact:

Enrei Counselling Email: admin@enreicounselling.com.au

Phone: (02) 5133 6270