Privacy Policy

At The Comfort Zone Counselling, we understand that seeking support for your emotional wellbeing involves trust. That trust begins with confidentiality, and extends to how we collect, use, and protect your personal information—both in sessions and online. This Privacy Policy outlines our approach to handling your information, in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We are committed to treating your personal information with care, discretion, and respect. Whether you're a client, website visitor, or someone simply making an enquiry, your privacy matters.

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What Information We Collect

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We collect only the information necessary to provide a safe, ethical, and responsive service. This may include:

• Your name, phone number, and email address

• Information shared during your enquiry or initial contact

• Notes or records made during counselling sessions

• Health-related information relevant to your care (with your consent)

• Emergency contact details (if provided)

• Payment information or billing contact (if applicable)

• Website usage data such as browser type, device, and general location (via analytics or cookies)

We do not collect unnecessary or unrelated personal data. All health-related details are treated as sensitive information and are protected under enhanced confidentiality obligations.

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How We Collect Your Information

Your information is primarily collected when you:

• Contact us via phone, email, text, or our website contact form

• Book or attend a counselling session

• Provide consent to receive therapy or be contacted

• Interact with our website or digital platforms

We may use trusted third-party platforms (e.g., website hosts, practice management tools) to manage communication and appointments, each of which is selected for its privacy and security standards.

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Anonymous, non-identifiable data may also be gathered through cookies and analytics tools to help us understand how visitors use our website and to enhance user experience.

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Why We Collect Your Information

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The information we collect is used to:

• Deliver counselling and emotional support services

• Respond to your queries or appointment requests

• Create and maintain accurate clinical records

• Meet our legal, ethical, and professional responsibilities

• Issue invoices or process payments (where applicable)

• Improve the safety, accessibility, and design of our website

We only collect information that is relevant to your care or to the smooth functioning of our services.

How Your Information Is Stored

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All personal and health information is stored securely, using either encrypted digital systems or secure physical filing methods. We take active steps to safeguard against loss, misuse, unauthorised access, or disclosure.

If electronic practice software or cloud storage is used, we ensure these providers comply with Australian privacy standards and implement additional safeguards, such as multi-factor authentication.

We retain client records in accordance with ethical guidelines—generally for a minimum of seven years after your final contact with us. For clients under 18, records are kept until the individual turns 25. After this period, data is securely destroyed or permanently de-identified.

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When and Why We Might Share Your Information

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Your privacy and confidentiality are fundamental to our work. We will never sell or rent your personal information, nor will we disclose it for marketing purposes. Information will only be shared:

• With your explicit written consent (e.g., to liaise with a GP or psychologist)

• When legally required to comply with subpoenas, court orders, or statutory obligations

• If there is a serious and immediate risk of harm to you or others

• With professional advisers (e.g., insurers or regulatory bodies), only when required and with safeguards in place

• In rare circumstances, with IT or administrative providers, solely for support or maintenance purposes—these providers are bound by strict confidentiality agreements

We will always aim to involve you in decisions about sharing information, except where disclosure is legally mandated or urgent.

Your Rights

You have the right to:

• Access your personal information

• Request corrections to any inaccurate or outdated records

• Withdraw consent for non-essential uses of your information

• Ask questions about how your data is used and stored

• Make a complaint if you feel your privacy has been breached

We will make all reasonable efforts to meet your request promptly and transparently. If we cannot fulfil a request, we will explain why.

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Website Cookies and Analytics

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Our website uses cookies and analytics tools (such as Google Analytics) to improve user experience and site functionality. These tools may collect non-identifying information such as page views, time spent on site, and device type. You can disable cookies in your browser settings at any time.

Our site may also include links to external websites for your convenience. While we take care in curating resources, we are not responsible for the privacy practices of other sites.

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Contacting Us About Privacy

If you have any questions, concerns, or would like to exercise your rights under this policy, please get in touch.

The Comfort Zone Counselling
📧 Email: kduffau@the-comfort.zone.com.au
📞 Phone: 0408 097 069
📍 Location: Cowaramup, Western Australia

If we are unable to resolve your concern, you may contact the Office of the Australian Information Commissioner (OAIC) via www.oaic.gov.au or by phone at 1300 363 992.

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Updates to This Policy

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This policy may be updated from time to time to reflect changes in legislation, technology, or our services. The most current version will always be available on our website. We encourage you to review it periodically to remain informed about how we protect your information.

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Your wellbeing is our highest priority. That includes how we care for your story, your trust, and your privacy.

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