Privacy Policy

Realise Counselling Services is committed to protecting the confidentiality and privacy of personal information that we collect, store and administer electronically.

Scope and purpose

This policy applies to all staff (paid and unpaid), contractors, participants and clients, and online users. This policy has been developed to provide a framework for Realise Counselling Services legal and ethical expectations in dealing with confidentiality and privacy matters.

Definitions

Personal information (as defined by the Privacy Act 1988)
Is information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not, and whether the information or opinion is recorded in a material form or not.
Sensitive information (As defined by the Privacy Act 1988)
Is information or opinion about an individual’s racial or ethnic origin, political opinions, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual preferences or practices, criminal record or health, genetic or biometric templates, that is also personal information.

Confidentiality

Implies the relationship of confidence between Realise Counselling Services contractors and individuals.

General matters

We recognise the rights of participants and contractors to maintain their privacy and confidentiality and to have their information administered in ways which they would reasonably expect.
As a ‘service provider’ where a service agreement exists: the Privacy Act 1988 will prevail and apply, and in the state jurisdiction of Queensland the Information Privacy Act 2009 will prevail and apply.
All new and current records will be administered in accordance with the Australian Privacy Principles (APPs). When the personal information is no longer required, it will be destroyed in a secure manner, deleted or de-identified in accordance with legal or compliance requirements. Dignity and privacy will also be extended to participants when they visit our premises with the provision of private meeting rooms to undertake confidential discussions, when it is applicable and available to do so.

Collection, use and disclosure of information.

Realise Counselling Services collects personal or health information for the purpose of delivering direct services, administering processes associated with service delivery e.g. referrals, meeting any requirements for government funding, monitoring or evaluating the services we provide and to comply with legal obligations.

Such information may include:

  • Contact details (name, address, email, etc.)
  • Personal details (date of birth, gender, income, emergency contacts, etc.)
  • Information on personal issues and experiences, areas of interest or relationships
  • Family background or supports that participants may have in the community
  • Health information and/or medical history
  • Criminal history
  • Credit card or bank account details, donation history
  • Australian Business Number (ABN)
  • Server address and online visit information

This information may be collected for using in-person interviews, intake, online or electronic registration or communications, questionnaires or over the telephone. Your personal information will only be used for the purposes for which it was given to us. Any personal or health details collected will not be disclosed to any other person or agency without the individual’s written consent or unless required or authorised by law. It should be noted that ‘use’ and ‘disclosure’ are separate practices, with ‘use’ being the handling or management of information within Realise Counselling Services whereas ‘disclosure’ is when information is released from our control to another individual or entity.

Exemptions for disclosure

A legal requirement to disclose personal information may override the APPs; this is known as a ‘duty of care’. Situations where this may occur include the following:

  • Where there is serious risk of abuse or physical harm to the individual or other person, including our participants, the general public and own employees
  • Where the disclosure if required under a law
  • Where the individual would reasonably expect us to use or give that information, e.g. referral processes
  • When the disclosure is necessary by or for a law enforcement agency (e.g. prevention, investigation, prosecution of punishment of criminal offences, protection of public revenue, preparation or implementation of a court or tribunal order.)
  • In the event that a legal need for disclosure arises, the client will be informed in writing, prior to making the decision to breach confidentiality and privacy. This decision will also be communicated to the individual, unless such advice to the individual is not allowed by legislation.

Information quality and alterations

Realise Counselling Services takes steps to ensure that information that it collects is accurate, up-to-date and complete. These steps may include maintaining and updating information either proactively or when we are advised by individuals that the information has changed, and can include checking information that is provided by a person about another individual is correct.
Should any information be deemed to be inaccurate or require deletion, the individual can discuss the required amendments with their therapist.

Information security and access

Realise Counselling Services ensures that safeguards are in place to protect the personal information it administers against loss, interference, unauthorised access, inappropriate disclosure, modification or other misuse. These safeguards include reasonable physical and technical steps for both electronic and hard copy records. Some of these include, but are not limited to:

  • Not storing personal information in public areas
  • Restricting physical access
  • Using 2 step-verification passwords, different levels of information systems access, anti-viral software and firewalls to restrict unauthorised use.
  • The Code of Conduct also outlines the expectations of staff and contractors to take all reasonable steps to protect Realise Counselling Services personal information and all contractors are required to sign a confidentiality and privacy agreement to that effect.
  • Requests to access personal information are required in writing and need to be submitted by email to [email protected] and are released at the discretion of the practitioner. Some assistance is available to help clients complete any written requests for access where required or appropriate to do so. Proof of identity of the individual will be required before any access is granted.

Realise Counselling Services reserves the right to charge a reasonable fee as reimbursement for any costs we incur relating to an individual’s request for access to information, including photocopying information or accessing information stored off site, as well as written reports.