This describes the privacy policy of Riverbank Counselling for the management of clients’ personal information. The counselling service provided is bound by the legal requirements of the Australian Privacy Principles set out in the Privacy Act 1988 (Cth).

Digital client information and client files are held in secure electronic document management systems. Identifying paper-based information is held in a secure filing cabinet which is accessible only to authorised employees.

The information on each file includes personal information such as name, address, contact phone numbers, medical history, and other personal and relevant clinical information collected as part of providing counselling service.

How client’s information is collected

A client’s personal information is collected in a number of ways during counselling consultation with Riverbank Counselling. These include when the client provides information directly to Riverbank Counselling using hard copy forms, electronic correspondence, verbal interactions with Riverbank Counselling of Practice and when third parties provide personal information to Riverbank Counselling, via referrals, correspondence, and medical reports.

Implications of not providing personal information

If the client does not wish for their personal information to be collected in a way outlined by this Privacy Policy, Riverbank Counselling may not be in a position to provide counselling services to the client. In some circumstances, clients may request to be anonymous or to use a pseudonym, unless it is impracticable for Riverbank Counselling to provide a service for the client or if Riverbank Counselling is required or authorised by law to do so.

Purpose of holding personal information

A client’s personal information is gathered and used for the purpose of providing counselling services, which includes assessing, formulating, diagnosing, and treating a client’s presenting issue or concerns, as well as monitoring the client’s response to treatment. The personal information is retained in order to document what happens during sessions and enables the practitioner to provide a relevant and informed counselling services that are evidence-based.

Disclosure of personal Information

Clients’ personal information will remain confidential except when:

● It is subpoenaed by a court, or disclosure is otherwise required or authorised by law

● Failure to disclose the information would in the reasonable belief of Riverbank Counselling placing a client or another person at serious risk to life, health or safety

● The client’s prior approval has been obtained to:

• provide a written report to another agency or professional (e.g., a GP or a lawyer)

• discuss the material with another person (e.g., a parent, employer, health provider, or third-party funder)

• disclose to another professional or agency (e.g., GP) and disclosure of personal information to that third party is for a purpose which is directly related to the primary purpose for which the personal information was collected

• disclose the information in any other manner relevant to the client’s care

A client's personal information is not disclosed to overseas recipients unless the client consents or such disclosure is otherwise required by law. Clients' personal information will not be used, sold, rented, or disclosed for any other purpose.

In the event that unauthorised access, disclosure or loss of a client’s personal information occurs, Riverbank Counselling will activate its data breach planand use all reasonable endeavours to minimise any risk of consequential serious harm.

Requests for access and correction to client information

At any stage clients may request to see and correct the personal information about them kept on file. The counsellor may discuss the contents with them and/or give them a copy or a summary, subject to the exceptions in the Privacy Act 1988 (Cth). If satisfied that personal information is inaccurate, out of date or incomplete, reasonable steps will be taken in the circumstances to ensure that this information is corrected. All requests by clients for access to or correction of personal information held about them should be lodged in writing with Riverbank Counselling. These requests will be responded to in writing within 21 days, and an appointment will be made, if necessary, for clarification purposes.

If clients have a concern about the management of their personal information, they can discuss this with an authorised representative of Riverbank Counselling.

Clients can obtain a copy of the Australian Privacy Principles, which describe their rights and how their personal information should be handled at: https://www.oaic.gov.au/privacy/australian-privacy-principles

If clients wish to lodge a formal complaint about the use of, disclosure of, or access to, their personal information, they may do so with the Office of the Australian Information Commissioner by phone on 1300 363 992, online at: https://www.oaic.gov.au/privacy/privacy-complaints/ or by post to:

Office of the Australian Information Commissioner

GPO Box 5218

Sydney NSW 2001