Privacy, Confidentiality & Its Limits
This policy explains how SILZ Counselling & Psychotherapy (SILZ) collects, uses, stores, and discloses personal information, including health information, and outlines confidentiality and its limits. SILZ is committed to handling information respectfully, ethically, and in line with professional expectations commonly associated with counselling and psychotherapy best practice.
Privacy and confidentiality in counselling
Your privacy matters. Confidentiality is a core part of counselling and psychotherapy: what you share is treated with care and is not disclosed to others without your consent, except in the limited circumstances described in this policy.
What information SILZ collects
SILZ may collect personal information that is reasonably necessary to provide counselling and psychotherapy services and to manage the practice. See also Records & Clinical Notes.
Your name, date of birth, contact details, and emergency contact details
Intake information and consent forms
Information you choose to share in sessions (including health information)
Appointment records (dates, attendance, cancellations)
Correspondence relevant to your care (e.g. communication with a GP or other treating professional if you have consented to share this information)
Billing information and payment records
Where applicable, limited information required for EAP administration
Website usage information (see website analytics below)
Clinical notes (brief progress notes and relevant clinical observations)
Risk and safety documentation where relevant
Copies of letters or reports prepared at your request (where within scope)
Administrative and financial records (invoices, receipts, payments)
You may choose to remain anonymous or use a preferred name where practical. In some circumstances, anonymity may limit the services SILZ can provide (for example, where safety planning or legal obligations apply).
How SILZ collects information
SILZ collects information in a number of ways, including:
Directly from you (in sessions, via forms, email, phone, SMS, or online booking)
From a referrer (e.g., GP or allied health professional) where you have provided consent
From other treating professionals, with your written consent
Through your use of the SILZ website (see Website analytics below)
Why SILZ collects and uses information
SILZ collects and uses your information to:
Provide counselling/psychotherapy services and maintain continuity of care
Assess suitability of services and support safety planning where required
Manage appointments, reminders, and practice administration
Issue invoices/receipts and maintain financial records
With your consent, liaise with other health professionals to support coordinated care
Monitor and improve the website and client experience
Meet ethical, professional, and legal obligations
Practice software (Zanda)
SILZ uses Zanda as its practice management software to support practice administration (such as client details, appointments, and record keeping). SILZ takes reasonable steps to ensure information is handled securely and access is restricted.
How SILZ stores and secures information
SILZ keeps client records and notes electronically. See also Records & Clinical Notes.
SILZ takes reasonable steps to protect information from misuse, interference, loss, unauthorised access, modification, or disclosure.
Access to client information is restricted to the practitioner and, where applicable, authorised service providers directly involved in practice administration (including Zanda), subject to confidentiality and privacy obligations.
When information may be shared (with your consent)
With your consent, SILZ may share relevant information with:
Your GP
Psychologists/psychiatrists
Other allied health professionals
Your EAP provider (limited to what is required under the EAP arrangement)
Information shared is limited to what is reasonably necessary for the purpose.
Confidentiality and its limits (when disclosure may occur without consent)
There are limited circumstances where SILZ may need to disclose information without your consent, including:
Legal requirements: where required by law (for example, a valid subpoena or court order)
Serious risk: where disclosure is necessary to prevent or lessen a serious threat to life, health, or safety
Child safety and mandatory reporting: where there are mandatory reporting obligations
Where possible and appropriate, SILZ will discuss any required disclosure with you.
Communication and electronic risks
SILZ may use email and SMS for administrative communication (appointments, reminders, links, and brief practical matters). Electronic communication carries privacy risks (for example, misdirected messages, shared devices, or third-party access). You can request that SILZ limit communication methods (e.g., email only).
SILZ does not provide counselling via social media messaging.
Telehealth sessions are delivered via an agreed platform. While SILZ takes reasonable steps to use secure systems, telehealth and internet-based communication can carry privacy and security risks outside SILZ’s control.
Website analytics (Google Analytics)
SILZ uses Google Analytics to understand how visitors use the website and to help improve website performance and content.
Google Analytics may collect information such as:
Your device type and browser
Pages visited and time spent on pages
General location information (e.g., city/region)
The website you came from (referrer)
This information is generally collected via cookies and similar technologies. You can manage cookies through your browser settings and, in some cases, through Google’s own controls.
Purchasing sessions via the website payment system
You can purchase counselling sessions through our website checkout, which is hosted by Shopify. When making a purchase, you will be asked to provide the contact, billing and payment information required to complete your transaction. Online payments involve external service providers, including Shopify and the payment provider used for your chosen payment method. Their privacy policies explain how they handle information processed through their services.
Please keep payment-related information separate from information about your counselling needs. Do not include sensitive personal information, details of your mental health, or reasons for seeking counselling in checkout notes or other payment fields. If you have questions about privacy when paying online, please contact Silz Counselling & Psychotherapy before completing your purchase.
You may request access to, or correction of, your personal information.
Requests should be made in writing to hello@silzcounselling.com.au.
SILZ will respond within a reasonable timeframe.
In some circumstances, access may be limited or managed carefully (for example, if releasing information is reasonably assessed as likely to cause serious harm). Where appropriate, SILZ may propose reviewing information together in session.
Retention of records (minimum timeframes)
SILZ retains records in line with professional and legal expectations.
Minimum retention period: at least 7 years from the date of last contact.
If you were under 18 at the time of service: at least 7 years after you turn 18.
After the minimum retention period, records may be securely deleted or destroyed.
Session recordings
SILZ does not routinely record sessions. Sessions may be recorded only with your explicit, informed consent. If a recording is made, SILZ will explain the purpose, storage, access, retention period, and deletion process.
Privacy concerns or complaints
If you have questions or concerns about privacy or confidentiality, you are welcome to contact SILZ:
Email: hello@silzcounselling.com.au
SILZ will take concerns seriously and respond respectfully.
Changes to this document
This document may be updated from time to time. The version published on the SILZ website is the most current.