Privacy Policy
1. Overview
Havilah Social Work & Counselling (“we”, “us”, “our”) is committed to protecting your privacy and managing your personal information in a fair, transparent and lawful manner. This Privacy Statement explains how we collect, use, store, and disclose personal and sensitive information in connection with our counselling services, including face-to-face, telehealth (video), and phone services.
This policy is in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
2. What information we collect
We may collect personal information including, but not limited to:
Your name, date of birth, address, email, phone number and other contact details
Health and mental health information relevant to your counselling, including background, medical/psychological history, presenting issues, progress notes, risk assessments
Billing and payment information, where applicable
Other information you choose to provide during sessions, via intake forms, online forms or communication with us
We may also collect service records (face-to-face, telehealth, and phone), including session notes.
3. How we collect information
We collect personal and sensitive information:
Directly from you during intake, assessment, counselling sessions, or follow-ups
Via online forms, email, telephone or other electronic communications
From third parties only with your consent (for example, if you provide referrals or when obtaining information relevant from other health professionals)
4. Purpose of collection and use
We collect and use your personal information for the following purposes:
To provide counselling services appropriate to your needs (face-to-face, telehealth, phone)
To manage appointments, communication, and follow up
To maintain clinical records and notes, including via AI-assisted tools (see section on Heidi, below)
For billing, payments, invoicing where relevant
To comply with legal, professional and ethical obligations (for example in relation to health regulation, mandatory reporting, or subpoenas)
To maintain and improve the quality of our services
5. Use of technology: VPN, Heidi, and data security
All electronic communications, record-keeping, telehealth sessions, and data storage are protected through appropriate technological and organisational safeguards. This includes the use of Virtual Private Networks (VPNs) for remote access, secure servers, encryption, strong password policies and restricted access to authorised personnel only.
We use Heidi, an AI-assisted medical scribe/note-taking tool, for transcription or summarisation of sessions/clinical notes. Heidi is compliant with Australian privacy and health data regulations (including alignment with the APPs), and ensures data is handled securely. Only authorised staff may access notes generated. We do not store audio/video recordings except as required by law or where explicitly consented to, and transcription is handled in a way to safeguard your identity and data.
6. Disclosure of your information
Your personal and sensitive information will not be disclosed to other parties except:
With your consent
Where required by law (e.g. in cases involving risk of harm)
To other health professionals if needed for your care, and you have consented or it is necessary for coordination of care
To service providers who assist us (e.g. IT support, billing services), bound by confidentiality and privacy obligations
7. Data storage, retention, and disposal
We retain your records securely for a minimum period required by law and professional standards (often 7 years for adults; longer in certain circumstances or where required by legislation).
Electronic records are stored in secure systems, with encryption, access controls, and redundancy.
When no longer needed, information is disposed of in a secure manner (secure deletion or destruction)
8. Access, correction, and complaints
You have a right to request access to the personal information we hold about you, and to correct or update it if it is inaccurate, outdated or incomplete.
Such requests should be submitted in writing to our Privacy Officer. We may require identification to verify identity prior to release of data.
If you believe we have breached your privacy, or if you have concerns about how your information has been handled, please contact us. We will investigate and endeavour to respond within a reasonable time.
If you are dissatisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
9. Transmissions and risks
Please be aware that when using telehealth or phone services, or sending information via email or internet, there are inherent risks in transmission. While we take steps to secure these communications, no system is completely without risk.
10. Updates to this Privacy Statement
We may change this Privacy Statement from time to time. The current version will always be available on our website or upon request.
11. Contact information
If you have questions about this Privacy Statement, would like to access or correct your information, or wish to make a privacy complaint, you can contact:
Privacy Officer
Havilah Social Work & Counselling Services
62 Wellington Parade, East Melbourne. VIC 3002
Email: info@havilahsocialworkcounsellingservices.com.au
Phone: 0458 773 729