Healthy Stems Therapy privacy policy
PRIVACY POLICY
Healthy Stems Therapy is committed to protecting your privacy, confidentiality, and personal information.
This Privacy Policy explains how Healthy Stems Therapy collects, stores, uses, and protects personal and health information, in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the Health Records Act 2001 (Vic), and other relevant legal and professional obligations.
This policy applies to all counselling services provided by Healthy Stems Therapy, including individual counselling, online counselling, enquiries, intake forms, digital communication, and this website.
What is Personal Information, how and why do we collect it?
This may include your name, date of birth, address, phone number, and email address; emergency contact details; medical and mental health history; medication information; referral information; presenting concerns and therapeutic goals; risk and safety information; session notes and clinical observations; appointment history; payment and invoicing information; intake forms and signed agreements; and communication records such as email or SMS related to appointments or administration.
Information may be collected through intake forms, assessment questionnaires, counselling sessions, email, SMS or phone communication, this website's contact and booking forms, Zoom or telehealth sessions, invoices and payment systems, and other information voluntarily provided by clients. Where possible, information is collected directly from the client.
Information is collected to provide counselling services safely and ethically; assess suitability for counselling; maintain clinical records; communicate regarding appointments and administration; support continuity of care; meet legal, ethical, insurance and professional obligations; manage invoicing and payments; and protect client safety where risk concerns arise. Healthy Stems Therapy only collects information reasonably necessary for the provision of counselling services.
Confidentiality and limits of confidentiality
Information shared in counselling is treated as private and confidential. Confidentiality may be limited where there is serious risk of harm to the client or another person; there are child safety concerns or disclosure of abuse or neglect; records are subpoenaed or disclosure is otherwise required by law; disclosure is authorised by the client; or consultation with a professional supervisor is required for ethical and professional support. Where possible, concerns regarding disclosure will be discussed with the client before information is shared. Professional supervision uses de-identified information wherever reasonably possible.
Online Counselling and Telehealth privacy
Healthy Stems Therapy provides counselling online via Zoom. While reasonable steps are taken to protect privacy and confidentiality during telehealth sessions, online communication carries inherent privacy and technology risks. Clients are responsible for attending sessions from a private and safe location where they cannot be overheard. Sessions must not be recorded, transcribed, screenshotted, or shared without prior written consent from Healthy Stems Therapy and all participants. If privacy, safety, or connection quality cannot be maintained during a session, the session may be paused or rescheduled.
Counselling is provided only to clients who are physically located in Victoria at the time of the session. At the start of each session you will be asked to confirm that you are in Victoria, whether you are at your usual address, and whether you have enough privacy to speak freely. Where you are somewhere other than your usual address, your location for that session is recorded. This information is collected solely so that emergency assistance could be directed to the correct place if it were ever needed, and it is not used for any other purpose.
AI-assisted documentation and technology
Healthy Stems Therapy may use secure digital systems and AI-assisted tools to support practice administration and clinical documentation. AI-assisted systems may help draft or organise clinical notes; however, AI does not provide therapy, does not make clinical decisions, and does not replace professional judgement. All clinical notes and records are reviewed and finalised by the practitioner. Clients may ask questions about the use of technology or documentation systems at any time.
Third-party systems and this website
Healthy Stems Therapy uses secure third-party systems to support practice administration and service delivery, including Zoom for online counselling, Stripe for payment processing, Xero for invoicing and accounting, email and SMS platforms for communication, and secure AI-assisted systems for documentation support.
This website is hosted on GoDaddy. We may use cookies and analytics tools, including Google Analytics and the Facebook Pixel, to understand how visitors use this website and to inform our marketing. Most browsers let you control or disable cookies through their settings.
Some information may be stored on secure servers located outside Australia under applicable privacy and security protections. While reasonable steps are taken to use reputable and secure systems, Healthy Stems Therapy cannot guarantee the absolute security of electronic communication or online platforms.
Record keeping and retention
Healthy Stems Therapy maintains clinical records in accordance with legal, ethical, and professional obligations. Records are stored securely using password-protected digital systems and reasonable administrative safeguards, and are generally retained for at least seven years from the last client contact, or longer where required by law. For clients under 18, records may be retained until the client reaches adulthood plus the applicable retention period.
Access to and correction of records
Clients may request access to, or correction of, their personal information in writing. Access may be limited where providing it may pose a serious risk to safety, the information includes confidential information about another person, or legal restrictions apply. Reasonable administrative fees may apply for preparation or release of records where permitted. Where appropriate, records will be updated or a note added to the file.
Social media boundaries
Healthy Stems Therapy maintains professional boundaries regarding social media interactions. Clients are asked not to use social media platforms for therapeutic communication or crisis support. For confidentiality and professional boundary reasons, Healthy Stems Therapy does not generally accept friend or follow requests from current clients on personal social media accounts.
Complaints and privacy concerns
If you have concerns about privacy, confidentiality, or the handling of your information, please contact us directly at HealthyStemsTherapy@outlook.com or 0409 952 586. We will respond within a reasonable timeframe and work with you to resolve the matter.
If you're not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992. For complaints relating to health service delivery, you may also contact the Health Complaints Commissioner (HCC) Victoria at hcc.vic.gov.au or 1300 582 113, or the Australian Counselling Association at theaca.net.au.
Contact details
Healthy Stems Therapy. Clyde, Melbourne, Victoria, 3978 Phone: 0409 952 586 Email: healthystemstherapy@outlook.com Website: www.healthystemstherapy.com.au
Review and updates
This Privacy Policy may be updated periodically to reflect changes in legislation, technology, practice systems, or professional requirements. The most current version will be available on this website.
Healthy Stems Therapy Privacy Policy — Website Version 1.0, August 2026