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My Practice Counselling Solutions (My Practice, we, us or our) takes your privacy seriously and is committed to protecting your privacy under the Privacy Act 1988 (Cth) and other relevant laws including Public Records Act 2002 and Healthcare Identifiers Act 2010 (Cth). This Privacy Policy describes how we collect and treat your Personal Information.

By accessing or visiting our website and/or using our services (whether the service is completed by you or not), you agree to be bound by this Privacy Policy. We may amend this Privacy Policy from time to time. We will notify you of important changes, highlight them at the top of this Privacy Policy, and provide a prominent link to those changes for a reasonable length of time following the changes. You consent to the amended Privacy Policy by continuing to use our services.

Who we are

We offer services counselling and life coaching services to our clients at our premises.

If you have any questions about our use of your Personal Information or have any concerns about our compliance with the Australian Privacy Principles, please contact:

Jonathan Riley, Director

My Practice Counselling Solutions

50 Dudley Street, West Melbourne, 3003

Tel: 0493 068 514


Personal Information collection and usage

This Privacy Policy relates to all information supplied by you to us including:

  • Contact information: your name, position, role, company or organisation, telephone number email, postal address emergency contact details;
  • Your communications: information provided in communications with us including when you book (or enquire about booking) an appointment with a counsellor or life coach;
  • Business information: data identifying you in relation to commercial dealings we have with you or the business you represent;
  • Financial information: we may obtain your bank account details (or third party payer) for example when taking payment for an appointment with a counsellor or life coach (whether that appointment has occurred or not and including late or cancellation fees);
  • Medical information: we may collect information about your health and medical history for the purpose of providing this information to your treating counsellor or life coach.
  • In addition to the information you provide to us, any information supplied by you to a counsellor or life coach will not be made available to other staff or interested parties without firstly obtaining your written consent (unless required by law).

How we use your Personal Information

We use your Personal Information for the following purposes:

  • to assist in making an assessment as to which counsellor or life coach might be the most appropriate for you;
  • to communicate with you including for example sending appointment reminders and confirmations, emailing you your invoice or bill, or reminding you that your mental health treatment plan requires updating;
  • receiving or responding to feedback, enquiries or concerns you may have;
  • compliance with law, including auditing and reporting requirements. We reserve the right to obtain further information from you to comply with the law if required;

Who we share your Personal Information with

There are instances where we can disclose your Personal Information where it is permitted or required by law. We share your information with others as follows:

  • Financial institutions: for payment processing;
  • Appropriate parties in the event of emergencies: in particular to protect health and safety of you and others;
  • Healthcare professionals: including hospitals and your treating GP for example in connection with a mental health treatment plan;
  • Family or representative: any person, family member, representatives or other organisations that you have consented or where we are required, permitted, authorised or otherwise directed to by law;

How we store your Personal Information

We  keep your Personal Information in physical and electronic form (or a combination). We will store and process your information securely using good practice physical, technical and administrative security measures.

How long we store your Personal Information for

My Practice Counselling Solutions have a legal requirement to store your information for at least seven years from the time you had last contact with a counsellor or life coach, or if you are a minor, until you turn 25 years of age.

Once we no longer need to hold your Personal Information, we will destroy it (either by shredding physical documents or permanently deleting electronic information from our server, subject to any back-up records).

How you can correct your Personal Information

If you believe that any Personal Information that we hold is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us  in writing. It is your responsibility to advise us of any changes to your Personal Information (for example change of residential address, email address or phone number). We will respond within a reasonable time where practicable and will endeavour to correct any personal information. You may request we provide you with, or delete, your Personal Information. Any written request by you cannot be unreasonably withheld by us and we will be responded to within a reasonable period (and no more than 30 days after your request).

Access to your personal information

Please contact us if you would like to access the Personal Information that we hold about you. We will generally provide you with access to your Personal Information within a reasonable period (and no more than 30 days after your request). Depending on the amount of information requested, we may charge an access fee to cover the cost of retrieving the information and supplying it to you.

Access to Personal Information may be refused in a number of circumstances, such as where the information relates to anticipated legal proceedings or the request for access is frivolous or vexatious. If we deny or restrict your access, we will explain why in writing. Similarly, in some limited circumstances we may not make requested corrections to Personal Information, in which case we will provide you with written reasons for this decision.

If you have any concerns about the way your Personal Information is stored, disclosed or otherwise managed, or believe that a breach of your privacy has occurred, please contact us in writing. We will respond to your concerns as soon as reasonably practicable (and no more than 30 days after your request). If you are for whatever reason not satisfied with the response or resolution of your concerns or complaint, you can contact the Office of the Australian Information Commissioner.

Complaint Handling
Your privacy is of utmost importance to us. We endeavor to handle all complaints regarding privacy breaches swiftly and thoroughly.

1. Initial Complaint Submission: If you believe that your privacy rights have been violated or that we have breached the Australian Privacy Principles or the Privacy Act, we encourage you to communicate your concerns directly to us first. Please contact our Privacy Officer with a detailed description of your complaint at

2. Internal Investigation: Upon receipt of a complaint, we will undertake a comprehensive review to address your concerns. We will acknowledge your complaint within seven working days, and we aim to resolve all complaints within 30 days. If we need more time due to the complexity of the complaint, we will inform you of the delay, provide reasons, and give a new timeframe.

3. Escalation to OAIC: If you are unsatisfied with our response or if you believe that we have not addressed your complaint to your satisfaction, you have the right to escalate the matter to the Office of the Australian Information Commissioner (OAIC).

You can contact the OAIC:
• Online: Lodge a complaint on the OAIC’s website (
• Mail: GPO Box 5218, Sydney NSW 2001
• Telephone: 1300 363 992

Please note that the OAIC recommends that you attempt to resolve your complaint directly with us before submitting a complaint to them.


My Practice Counselling Solutions will keep a confidential file containing your private health information (PHI) in a Australian compliant electronic medical program. Your file will include

  • your client forms,
  • financial and contact information,
  • treatment goals,
  • progress notes, and
  • copies of any correspondence or medical records that have been compiled or obtained on your behalf.

My Practice Counselling Solutions must maintain written or electronic clinical records for a minimum of seven years following the last patient encounter with the following exceptions: a.) At a minimum, records of a minor child shall be maintained for seven years after attaining the age of majority (18) or ten years following termination, whichever comes later; b.) Records required by contractual obligation or federal law to be maintained for a more extended period of time; or c.) Records have been transferred to another mental health service provider or given to the client’s legally authorized representative. Your records can only be destroyed in a manner that protects patient confidentiality, such as by shredding.

Last update: July 2023