What personal information we collect and why
When you register as a client at Metanoia Counselling, your counsellor and/or their support team will need to collect your personal information so they can provide you with the best possible healthcare services. We also use it for directly related business activities, such as financial claims and payments, practice audits, accreditation and normal business processes.
The personal information we collect and hold generally includes:
Only Metanoia Counselling staff who need to see your personal information will have access to it. All staff have signed a Confidentiality Agreement as part of their Employment Contract with us.
How we collect your personal information
Metanoia Counselling will collect your personal information:
If it is not possible to collect it from you directly, we may also collect this information from:
With whom we share your personal information and when
Metanoia Counselling will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt-out of direct or online marketing at any time by notifying us in writing.
Only those people that need to access your personal information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, Metanoia Counselling will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
How we store and protect your personal information
Your personal information may be stored at our practice as paper records, electronic records, audio recordings, videos, and photos.
Metanoia Counselling stores all personal information securely, and has strict protocols and policies to ensure your personal information is protected from misuse, loss, interference or unauthorised access:
Metanoia Counselling will take reasonable steps to correct your personal information where the information is not accurate or up to date. We will ask you at different times, to verify that your information held by our practice is correct and up to date.
You have the right to access and correct personal information that we hold about you, in electronic or hard copy format.
If you wish to access or correct your personal information, we request that you put it in writing and contact Metanoia Counselling (phone 0434 415 538 and email firstname.lastname@example.org). Your request for access and/or correction will be processed within 30 days.
While we do not charge an application or processing fee, you may be charged administration, photocopying or other fees to reasonably cover our costs in fulfilling your request.
How you can lodge a privacy related complaint and how it will be handled at Metanoia Counselling
If you have any concerns about your privacy or wish to make a complaint about a privacy breach, contact Metanoia Counselling (phone 0434 415 538 and email email@example.com). You should provide us with sufficient details regarding your complaint together with any supporting information. We will take steps to investigate the issue and will notify you in writing of the outcome within 30 days from the receipt date of the original written complaint.
If you are not satisfied with our response, you can contact us directly to discuss your further concerns, or lodge a complaint with the Australian Information Commissioner.
Crystal is a Registered member of the Australian Counselling Association and operates under their Code of Ethics. In the event of a formal ethical complaint against Metanoia Counselling, pertaining to conduct, competency or breaches of the law, please contact the Australian Counselling Association: Unit 2/42 Finsbury Street Newmarket Qld 4051, or phone: 1300 784 333
Privacy and our website
Cookies and Information collected - Deidentified:
Your age, gender, and interests based on other websites you have visited. Google Analytics does not collect information about sensitive interests such as race, religion, sexual orientation, health, or financial status.
This non-identified information is used by us to monitor usage patterns on our sites to improve navigation and design features. We do not provide any of this information to third parties.
We also use Google Analytics to track website usage and more can be found about this product on the Google Analytics information pages. You can control the age, gender, and interests information, or opt-out of having this information collected through Google.
Agents and third-party software:
Metanoia Counselling may use from time to time agents, social media and/or other cloud-based software to market and/or manage our business, for example, coreplus, Eventbrite etc who may collect your details on our behalf. You may also refer to their relevant privacy policies for more information.
When a user completes an online web form for subscriptions or referrals or enquiries, such user consents to the processing of their personal data by Metanoia Counselling and/or its agents in accordance with the purpose for which the data was provided.
How we use your information online:
Generally, we will only use your personal information:
Dealing with us anonymously
You have the right to deal with us anonymously or under a pseudonym, unless it is impracticable for us to do so or unless we are requested or authorised by law to only deal with identified individuals.
Policy review statement
Phone: 0434 415 538
Copyright © 2021 Metanoia Counselling - All Rights Reserved.
AUSTRALIAN COUNSELLING ASSOCIATION REGISTRATION #18570
We do not specialise in providing emergency or crisis management.
If you are in crisis please call Lifeline on 13 11 14, or contact your local hospital or community mental health centre.