Privacy Policy
Introduction
Shield Counselling takes your privacy seriously. We comply with the Privacy Act 1988 (Cth), the Public Records Act 2002 (Qld), the Healthcare Identifiers Act 2010 (Cth) and other applicable laws. This Privacy Policy explains how we collect, use, disclose and store your personal information when you visit our website or engage our services.
1. Who We Are
Service provider:
Shield Counselling
CEO: Sandra Govan
Ipswich QLD 4305, Australia
Tel: 0421 953 133
Email: admin@shieldcounselling.com.au
We currently offer counselling services via Zoom.
2. What Information We Collect
We collect personal information that you provide directly or that we receive from third parties, including:
- Contact details: name, telephone, email, postal address, emergency contact
- Professional details: position, organisation, referral source
- Health and medical information: mental health history, treatment plans, GP or specialist reports
- Financial information: bank account or payer details for appointment fees, cancellations or late-payment charges
- Online and technical data: IP address, device type, browser, operating system, clickstream and interaction data, Google Analytics metrics
- Social media interactions: posts, likes, comments, direct messages on our official channels
3. How We Collect Information
- Directly from you: via our website enquiry form, email, SMS, telephone, or in-person consultations
- From third parties: healthcare professionals (with your consent), screening or referral services, publicly available sources (e.g. LinkedIn)
If you choose not to provide required information, we may be unable to supply certain services or respond fully to your enquiry.
4. How We Use Your Information
We use your personal information to:
- Provide and manage counselling services
- Match you with the most suitable counsellor
- Send appointment confirmations and reminders
- Issue invoices and process payments
- Respond to enquiries, feedback or complaints
- Maintain and improve our website, systems and security
- Meet our legal and regulatory obligations
Where required by law, we will also use your information to comply with audit, reporting or public record requirements.
5. Disclosure of Your Information
We only share your personal information:
- With your consent or as authorised by law
- Service providers: IT support, payment processors, marketing and analytics partners
- Healthcare professionals: hospitals, GPs or specialists involved in your care
- Regulators and law enforcement if compelled by statute or court order
- In the event of a business sale or restructuring, to the incoming entity (subject to confidentiality obligations)
We will not otherwise disclose your information to third parties without your explicit consent.
6. Storage, Security & Retention
- We store information in secure electronic systems and, where necessary, locked physical files.
- We implement industry-standard technical and administrative safeguards to protect against unauthorised access, loss or misuse.
- Retention period: We retain client records for a minimum of seven years after last contact (or until age 25 if you were a minor), then securely destroy or delete them, subject to any legal or archival requirements.
7. Access, Correction & Complaints
- Access & Correction: You may request access to or correction of your personal information by contacting us in writing. We will respond within 30 days, or sooner wherever practical.
- Complaints: If you believe we have breached your privacy, please write to us. We will investigate and respond within 30 days. If you remain dissatisfied, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC).
8. Cookies & Analytics
- We use cookies and Google Analytics to understand website usage and improve your experience.
- Google Analytics data is sent to servers in the United States; see https://policies.google.com/technologies/partner-sites for details.
- You may disable cookies in your browser settings, though some website functionality may be affected.
9. Links to Other Websites
Our website may contain links to third-party sites, which are governed by their own privacy policies. We are not responsible for their content or practices. Please review their policies before sharing personal information.
10. Definitions
- Personal Information: as defined in the Privacy Act 1988 (Cth).
- Sensitive Information: includes health, racial or ethnic origin, religious beliefs, sexual orientation, criminal history.
Last updated: 29 April 2025
If you have any questions about this Privacy Policy, please contact Sandra Govan at sandy@shieldcounselling.com.au or on 0421 953 133.