PRIVACY POLICY
At Pathways of Change, your privacy is important to us. This policy explains how we collect, use, store and protect your personal information.
1. Confidentiality & Pathways Of Change
Pathways Of Change is committed to protecting your privacy and handling your personal information with care, integrity, and respect. This Privacy Policy explains how personal information is collected, stored, used, and disclosed when you engage with Pathways Of Change, including through our website, enquiries, bookings, counselling services, and hypno-psychotherapy services. This policy is designed in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
2. What Information May Be Collected?
Depending on the nature of your interaction with Pathways Of Change, information collected may include:
- Your name and contact details
- Email address and telephone number
- Residential or postal address
- Emergency contact details
- Appointment and booking information
- Payment and billing information
- Information relevant to the provision of counselling or hypno-psychotherapy services
- Correspondence submitted through website forms, email, telephone, or other communication channels
- Website usage information collected through cookies and analytics tools
Where therapeutic services are provided, additional personal information may be collected that is relevant to your care, wellbeing, treatment goals, and counselling support.
3. How Information Is Collected
Personal information may be collected when you:
- Submit an enquiry through the website
- Complete intake or consent forms
- Book an appointment
- Communicate by email, telephone, text message, or online platforms
- Participate in counselling or hypno-psychotherapy sessions
- Subscribe to newsletters or updates
- Visit and interact with the website
Information may also be collected from referrals provided by health professionals or other third parties where you have provided consent for this information to be shared.
4. Why Information Is Collected
Information is collected for purposes including:
- Responding to enquiries and appointment requests
- Providing counselling and hypno-psychotherapy services
- Maintaining appropriate client records
- Managing appointments and administrative processes
- Processing payments and invoices
- Communicating important information regarding services
- Improving website functionality and user experience
- Meeting legal, ethical, and professional obligations
Personal information will only be used for purposes reasonably connected with the services provided.
5. Confidentiality and Therapeutic Records
Protecting client confidentiality is a fundamental aspect of counselling practice. Information shared during counselling or hypno-psychotherapy sessions is treated as confidential and will not be disclosed to third parties without client consent unless required or authorised by law. Circumstances where information may need to be disclosed include:
- Where there is a serious and immediate risk of harm to yourself or another person
- Where disclosure is required by a court order or legal process
- Where there are mandatory reporting obligations under Australian law
- Where professional consultation or supervision is required to support ethical practice (with de-identifying information or minimised wherever possible)
These limits to confidentiality will be discussed as part of the informed consent process.
6. Website Cookies and Analytics
The Pathways Of Change website may use cookies and analytics technologies to improve functionality, monitor website performance, and better understand visitor interactions.
Cookies generally do not identify individual users personally. Most web browsers allow users to modify their cookie settings if preferred.
7. Direct Communications and Marketing
From time to time, Pathways Of Change may provide information relating to services, resources, articles, events, or practice updates. You will only receive such communications if you have provided your details or consented to receive them. You may unsubscribe or opt out of future communications at any time.
Pathways Of Change does not sell, rent, or trade personal information to third parties for marketing purposes.
8. Storage and Security of Information
Reasonable steps are taken to protect personal information from loss, misuse, unauthorised access, disclosure, or alteration. Information may be stored electronically, physically, or through secure practice management systems used to support service delivery. While every effort is made to maintain security, no method of electronic transmission or storage can be guaranteed to be completely secure.
9. Accessing or Correcting Your Information
You may request access to personal information held about you and request corrections where information is inaccurate, incomplete, or outdated. Requests for access or correction should be submitted in writing. In some circumstances, access may be restricted where permitted by law.
10. Third-Party Services
Pathways Of Change may utilise third-party providers to assist with functions such as appointment scheduling, secure record management, payment processing, website hosting, or communication systems. These providers are expected to handle information in accordance with applicable privacy obligations and security standards.
11. Overseas Data Storage
Some digital service providers used by Pathways Of Change may store information on servers located outside Australia. Where this occurs, reasonable steps will be taken to ensure that service providers maintain appropriate privacy and security standards.
12. Privacy Concerns and Complaints
If you have concerns regarding the handling of your personal information, please contact Pathways Of Change directly so that the matter can be reviewed and addressed. Every effort will be made to investigate concerns promptly and resolve them fairly and respectfully. If you are not satisfied with the outcome, you may contact the Office of the Australian Information Commissioner (OAIC) for further assistance.
13. Changes to This Privacy Policy
This Privacy Policy may be updated from time to time to reflect changes in legal requirements, professional obligations, technology, or business practices. The most current version will always be available through the Pathways Of Change website.
14. Contact Information
For questions, requests, or concerns regarding this Privacy Policy or your personal information, please contact:
- Email: info.pathwaysofchange@gmail.com
- Phone: +61 433 955 706
CANCELLATION POLICY
Your appointment time is reserved specifically for you. If you need to cancel or reschedule, please provide at least 24 hours’ notice.
Appointments cancelled with less than 24 hours’ notice, or missed appointments where no notice is provided, may incur a 50% cancellation fee.
I understand that unexpected events, illness, and emergencies can occur, and these situations will always be considered with care and understanding.
Providing notice whenever possible allows appointment times to be offered to others who may be seeking support and helps ensure that Pathways of Change can continue to provide accessible and timely services to the community.