Privacy Policy — Donnarel Counselling

Donnarel Counselling (“we”, “us”, “our”) respects your privacy and is committed to protecting the personal information you share with us.

This Privacy Policy explains how we collect, use, store, and disclose your personal information when you:

contact us by email or phone, and/or

book online via Halaxy through our website.

PACFA registrants are expected to have a written privacy policy outlining commitments to protecting personal information, including its storage, use and disclosure (irrespective of turnover). 

Contact (privacy enquiries): info@donnarelcounselling.com

Effective date: [28 December 2025]

Last updated: [15 January 2026]

1) What is “personal information” and “sensitive information”?

“Personal information” is information that can identify you directly or indirectly (e.g., name, address, phone number, email, date of birth). “Sensitive information” includes details such as health information, sexual orientation, racial or ethnic origin, religious or political beliefs, family court orders, or criminal record. 

2) What information we collect

Depending on how you engage with us, we may collect:

A. Enquiries and bookings

name, phone number, email address

preferred appointment times

general reason for enquiry (if you choose to share it)

B. If you become a client

intake information and identifying details (as needed for safe and appropriate service provision)

information relevant to counselling/psychotherapy support

session records/notes and relevant correspondence

billing and payment records (as required for administration)

3) How we collect information

We collect information:

when you email us at info@donnarelcounselling.com

when you contact us by phone (when needed)

when you book online through Halaxy

when you complete intake/consent documentation

during counselling sessions

PACFA guidance notes that website privacy details can depend on the information your website gathers (including an online booking system) and that relevant information (e.g., where the booking system is hosted) should be obtained for inclusion in your policy. 

4) Why we collect your information

We collect and retain personal information to:

respond to enquiries and manage appointments

provide counselling/psychotherapy services safely and appropriately

maintain adequate records to support continuity of care

manage payments and administrative obligations

respond to feedback/complaints and meet legal/ethical obligations

5) Anonymity and pseudonyms

Within private practice, and due to duty of care, clients cannot be anonymous. A client may request to use a pseudonym, but a name as listed on identification is required. 

6) Confidentiality and its limits

Protecting client privacy and confidentiality is central to ethical counselling and psychotherapy practice.  We will explain confidentiality and its limits. A client’s right to confidentiality continues after death unless there are overriding legal considerations. 

We do not disclose personally identifiable and sensitive information about clients and take steps to prevent unauthorised disclosure.  Disclosure may be authorised:

by client consent,

where there are serious risks to the safety of the client or a third party, or

when required by law. 

When making an authorised disclosure, we aim to inform you of the actions we will take where practicable, and if possible obtain consent in writing prior to disclosure. 

7) Supervision and use of de-identified material

If we discuss clinical work in supervision, identifying details are appropriately disguised to protect confidentiality. 

If confidential client material is ever used in a report, publication, teaching activity, or presentation, we would obtain your informed consent in writing and take care to disguise identity. 

8) Halaxy and other service providers

We use Halaxy to support online bookings and practice administration. Information entered into Halaxy is used to manage appointments and practice communications.

Because website/booking-system arrangements can vary (including hosting location), relevant privacy information from providers may need to be obtained for inclusion in a privacy policy.  If you would like details about the systems we use and where data may be stored, you can request this by emailing info@donnarelcounselling.com.

We may also use other reputable service providers that support essential practice functions (e.g., secure email, IT support, secure storage/backup). We take reasonable steps to ensure providers support confidentiality and security.

9) Data security and record protection

We protect the confidentiality of client records using a secure storage system, for paper and/or electronic records as appropriate.  We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure.

10) Jurisdiction and third-party disclosures

Privacy and disclosure requirements can be influenced by state/territory legislation, and where you are located (including if services occur across jurisdictions).  We take these requirements into account when handling information and considering any disclosure.

11) Accessing and correcting your information

You may request access to your personal information and request corrections if you believe it is inaccurate, incomplete, or out of date. Please email info@donnarelcounselling.com.

12) Complaints

If you have concerns about how we handle your personal information, please contact us at info@donnarelcounselling.com first so we can address the issue.

PACFA guidance notes that clients may use the Australian Government complaints pathway for privacy policy concerns or a perceived breach, and are advised to contact the Office of the Australian Information Commissioner (OAIC). 

13) Data breaches

 If we become aware of a suspected or actual privacy breach, we will investigate and take reasonable steps to reduce potential harm and comply with any applicable notification requirements.

14) Cookies and website analytics

 If our website uses cookies or analytics, these may collect technical information about how visitors use the site. Any cookie/analytics use should be read alongside the settings and privacy information of the relevant website and booking-system providers (including Halaxy), as these can influence what information is collected. 

You can manage cookies through your browser settings.

15) Changes to this Privacy Policy

 We may update this Privacy Policy from time to time. The current version will be published on our website with the updated “Last updated” date.

Privacy & Confidentiality:

Your personal information is collected solely to provide appropriate, safe, and effective counselling services.

We collect:

Personal information (e.g., name, contact info, date of birth)

Health and mental health history

Emergency and medical contacts

Therapy-related notes

All data is stored securely using encrypted systems. Records are retained for 7 years (or to age 25 for minors). Your information remains confidential unless:

Required by law (e.g., court subpoena)

There’s an immediate risk to you or others

Child protection laws require reporting

You consent to a written report or external communication

Sessions may be discussed anonymously in clinical supervision to support best practice.

Communication & Emergency Services Non-urgent communication may be made via email or text. Responses will be provided within one business day.

Donnarel Counselling does not provide crisis services. If you need urgent support, please contact:

1800RESPECT: 1800 737 732 / SMS 0458 737 732 / online at www.1800respect.org.au

Lifeline: 13 11 14

CASA (24/7 sexual assault support): 03 9635 3610

QLife (LGBTQIA+): 1800 184 527

Beyond Blue: 1300 224 636

Emergency Services: 000

Appointments, Fees & Cancellations

Sessions are up to 60 minutes and charged at $165.00 for individuals

Sessions are up to 60 minutes and charged at $225.00 for couples and families

Payments can be made by card, direct deposit, or cash at the session.

You’ll receive an appointment reminder 48 hours prior.

Cancellation policy:

48+ hrs notice: no charge

24–48 hrs notice: 50% of fee

<24 hrs or no-show: full fee

If an emergency prevents you from attending, please contact your therapist as soon as possible via text or email.