Privacy Policy
In Other Words Counselling
Last updated: September 2026
About this policy
In Other Words Counselling is committed to protecting your privacy and handling your personal and health information respectfully, securely and in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
This Privacy Policy explains how In Other Words Counselling collects, holds, uses and discloses personal information in connection with counselling services, enquiries and the operation of the practice.
Information I collect
In Other Words Counselling may collect personal and health information that is reasonably necessary to provide counselling services and operate the practice. This may include:
your name, date of birth and contact details;
emergency contact information;
information provided through intake, consent and other client forms;
information you choose to share during counselling;
relevant health, mental health and wellbeing information;
clinical notes and records relating to counselling sessions;
appointment and communication records;
billing and payment information; and
other information reasonably necessary to provide counselling services safely and appropriately.
Health information is considered sensitive information under Australian privacy law and is afforded additional protection.
How information is collected
Information will usually be collected directly from you, including when you:
contact In Other Words Counselling by email or through the website;
complete an intake, consent or other client form;
communicate with me before, during or after an appointment;
participate in counselling sessions; or
provide information for appointment, billing or administrative purposes.
In some circumstances, information may be obtained from another person, practitioner or service where you have consented to this, where it is necessary and appropriate to provide counselling services, or where collection is otherwise required or authorised by law.
Why your information is collected and used
Your personal and health information may be collected, held and used to:
provide counselling services;
understand your needs and support safe and appropriate care;
communicate with you and manage appointments;
maintain appropriate clinical records;
manage billing and payments;
meet professional, ethical, insurance and legal obligations; and
operate and administer In Other Words Counselling.
Your information will generally only be used for the purpose for which it was collected, for a related purpose you would reasonably expect where permitted by law, with your consent, or where otherwise required or authorised by law.
Confidentiality and disclosure
Information shared during counselling is treated as confidential.
Your personal or health information will not ordinarily be disclosed to another person or organisation without your consent. However, information may be disclosed where:
you have consented to the disclosure;
disclosure is permitted in response to a serious threat to your life, health or safety, or that of another person;
disclosure is required or authorised by law, including applicable mandatory reporting obligations;
information is lawfully required through a subpoena, court order or other legal process; or
another use or disclosure is permitted under applicable privacy law.
Where it is safe, appropriate and legally possible, I will aim to discuss a disclosure with you before information is shared.
Professional supervision
I participate in regular professional supervision as part of maintaining safe and ethical counselling practice.
Aspects of client work may be discussed with my professional supervisor for the purposes of reflection, professional development and supporting the quality and safety of counselling services. Wherever practicable, identifying information will not be used and only information relevant to the purpose of supervision will be discussed.
Storage and security
Client records are primarily stored electronically using Zanda, a practice management platform used for client records, forms, appointments, clinical notes, invoicing and related practice administration.
Zanda states that data for Australian accounts is primarily stored and backed up using Amazon Web Services (AWS) data centres located in Australia, and that data is encrypted both at rest and in transit.
In Other Words Counselling takes reasonable steps to protect personal and health information from misuse, interference, loss and unauthorised access, modification or disclosure.
Access to client information is limited to what is reasonably necessary for the operation of the practice and provision of counselling services.
Website and email
The In Other Words Counselling website is hosted using Squarespace. Information submitted through the website, such as your name, email address and the contents of an enquiry, may be processed by Squarespace and other services used to deliver website functionality.
Email communication is managed using Google Workspace.
Email and website enquiries are intended primarily for initial enquiries and administrative communication. You are encouraged not to include detailed or highly sensitive health information in an initial website enquiry or ordinary email where this is not necessary.
Email is not monitored continuously and should not be used for crisis or emergency support.
Payments
Electronic card payments are processed through Stripe, which is integrated with Zanda.
Zanda states that it does not store clients’ full credit or debit card details. Card information is handled and stored by Stripe, and Zanda retains only limited information required to link payment details with the relevant client record.
Where a client chooses to save their card details for future payments, those card details are stored within the connected Stripe account rather than within the client's Zanda record.
Overseas disclosure and processing
In Other Words Counselling uses third-party technology providers to operate the practice, including Zanda, Stripe, Squarespace and Google Workspace.
Client records held within Zanda for In Other Words Counselling are primarily hosted in Australia. Other technology providers and their service providers may process or store limited personal information outside Australia, including in the United States and potentially other countries depending on the services and infrastructure used.
Where personal information is disclosed or processed overseas, reasonable steps will be taken as required by Australian privacy law in relation to the handling of that information.
You are encouraged not to provide detailed or highly sensitive health information through ordinary email or website enquiries unless reasonably necessary. Zanda is the primary system used by In Other Words Counselling to manage client clinical records.
Accessing and correcting your information
You may request access to personal information held about you or ask for information to be corrected if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.
Requests can be made by contacting In Other Words Counselling using the details below.
Requests for access or correction will be handled in accordance with applicable privacy legislation, including any circumstances in which access may lawfully be limited or refused.
Retention and disposal of records
Client records are retained securely for the period required or reasonably necessary to meet applicable legal, professional, insurance and practice obligations.
When personal information is no longer required to be retained, reasonable steps will be taken to securely destroy or de-identify it in accordance with applicable privacy requirements.
Privacy concerns and complaints
If you have a question or concern about how your personal information has been handled, or believe that In Other Words Counselling may have breached your privacy, please contact:
Helene Gjerløw
In Other Words Counselling
Email: admin@inotherwordscounselling.com.au
I will aim to acknowledge and respond to privacy concerns within a reasonable timeframe and work with you to resolve the matter where possible.
If you are not satisfied with the response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC).
Office of the Australian Information Commissioner — Privacy Complaints
Changes to this Privacy Policy
This Privacy Policy may be updated from time to time to reflect changes to the practice, technology, service providers or applicable privacy requirements.
The current version of this Privacy Policy will be available on the In Other Words Counselling website.