Your privacy, respected.

1. Commitment to privacy

On the Line Counselling is committed to protecting your personal privacy and maintaining the highest standard of confidentiality. As an Australian mental health practice, we handle your personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the professional standards of the Australian Association of Social Workers (AASW).

2. Information we collect

We may collect the following kinds of information:

• Contact details such as your name, email address and phone number when you get in touch or book a session.
• Health and personal information you share during enquiries, consultations and counselling sessions, which is treated as sensitive information under the Privacy Act.
• Booking and administrative information managed through our secure practice management system, Halaxy.
• Basic technical information such as browser type and pages visited, used only to keep the website running well.

3. How we use your information

Your information is used only to:

• Respond to your enquiries and arrange appointments.
• Provide counselling services tailored to your needs.
• Meet legal, professional and record keeping obligations.

We will never sell, rent or trade your personal information to anyone.

4. Confidentiality and its limits

Everything you share in counselling is held in strict confidence. Information is only disclosed without your consent where required or authorised by law, for example where there is a serious risk of harm to you or another person, where disclosure is required by a court, or where mandatory reporting obligations apply. Wherever possible, any such disclosure would be discussed with you first.

5. Storage and security

Client records are stored securely in Halaxy, an Australian practice management platform that meets Australian privacy and health record standards. Website enquiries are transmitted securely and retained only as long as needed to respond to you and meet record keeping obligations. We take reasonable steps to protect your information from misuse, loss, and unauthorised access.

6. Third party services

This website links to third party services including Halaxy for bookings and our social media pages. These services have their own privacy policies, and we encourage you to read them. We are not responsible for the privacy practices of external websites.

7. Cookies and analytics

This website does not use advertising cookies or tracking pixels. Any technical cookies used are strictly necessary for the website to function.

8. Access and correction

You may request access to the personal information we hold about you, or ask for it to be corrected, at any time by contacting us using the details below. We will respond within a reasonable timeframe and in accordance with the Privacy Act.

9. Changes to this policy

This policy may be updated from time to time. The current version will always be available on this page, and the effective date above shows when it was last reviewed.

10. Questions and complaints

If you have a question about this policy, or a concern about how your information has been handled, please contact:

Bianca Harvey
On the Line Counselling
Email: bianca@onthelinecounselling.com.au
Phone: 0408 554 251

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) via their website at oaic.gov.au or by calling 1300 363 992.