Privacy Policy

(Effective Date: 06 January 2026)

Nicole Gaitan Counselling is committed to protecting your privacy and handling your personal information in a transparent, secure, and respectful manner in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy explains how personal and sensitive information is collected, used, stored, disclosed, and managed when you access this website or engage in counselling services.

1. Information I Collect

Prior to commencing counselling services, clients are required to complete a Client Informed Consent Form and Client Intake Form. These forms outline how personal and sensitive information is collected, used, stored, and disclosed, including the limits of confidentiality. Counselling services cannot commence without informed consent being provided.

I collect personal and health information that is reasonably necessary to provide safe and effective counselling services. This may include, but is not limited to:

  • Personal details: name, contact information, date of birth

  • Health and counselling information: session notes, treatment plans, and information shared during counselling sessions

  • Administrative information: appointment bookings, invoices, and payment records

  • Technical information: IP address, browser type, and website usage analytics

Information is generally collected directly from you through intake forms, during counselling sessions, or as part of administrative and practice management processes.

2. How I Use Your Information

Your information is used for purposes including:

  • Providing counselling services in a safe and ethical manner

  • Scheduling, managing, and conducting appointments

  • Recording session notes and clinical information

  • Communicating about sessions, updates, or practice information

  • Complying with legal, regulatory, and ethical obligations

I do not use your personal information for any purpose that falls outside these core counselling and practice-related needs.

3. How Information Is Collected

Personal information is collected in the following ways:

  • Through forms you complete during the intake process, including the Client Intake Form and Client Informed Consent Form

  • During counselling sessions

  • When you communicate by email, phone, or other written correspondence

  • Through Acuity Scheduling, the online booking system used to manage appointments, which collects personal information such as name, contact details, and appointment preferences for administrative and communication purposes

  • From third parties or referrers, where your consent has been provided

  • Through website analytics and cookies (see Section 9)

Where personal information is collected indirectly (for example, from another health provider), you will be notified where practicable.

4. Use of Halaxy and Heidi AI Note-Taking

Clinical records and session documentation are securely stored using Halaxy, a professional practice management system that meets applicable Australian privacy and health information standards.

An assistive AI note-taking tool, Heidi AI, may be used to help accurately document clinical information. Heidi AI is used only for record-keeping support, and your personal information is not shared outside secure, compliant systems as part of this process.

5. Disclosure of Information

Your personal information will not be disclosed except:

  • With your consent

  • When required by law (e.g., risk of harm, court order)

  • Mandatory reporting

  • Where necessary for professional care (e.g., referral to another health professional)

6. Your Rights - Access, Correction & Complaints

Under the Privacy Act and the APPs, you have the right to:

  • Request access to the personal and health information held about you

  • Request correction of information that is inaccurate or incomplete

  • Withdraw consent to the use of your personal information (noting this may affect the ability to provide counselling)

To make a request or raise a concern, contact me using the details in Section 9. If you believe your privacy rights have been breached and are not satisfied with the resolution, you may lodge a complaint with the Office of the Australian Information Commissioner.

7. Retention of Records

Client records are retained for a minimum period in accordance with legal and professional requirements (generally at least 7 years for adult clients). Records may include clinical notes, appointment records, and correspondence. Sensitive health information is securely stored and disposed of in accordance with privacy standards.

8. Storage and Security

Personal and health information is stored securely using physical and digital safeguards, including secure cloud storage through Halaxy and organisational policies designed to prevent misuse, unauthorised access or disclosure. Reasonable steps are taken to ensure the integrity and confidentiality of your information.

9. Access to and Correction of Personal Information

Clients have the right to request access to, or correction of, the personal and health information held about them in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Requests for access to or correction of personal information must be made in writing via email to nicolegaitancounselling@outlook.com

Nicole Gaitan Counselling will respond to requests within a reasonable timeframe, generally within 14 days of receiving the request. Access may be provided by supplying a copy of the requested information or by allowing the client to view the information in another appropriate format. Requests for correction will be considered and, where appropriate, reasonable steps will be taken to ensure information is accurate, up to date, and complete.

In some circumstances, access may be limited or refused where permitted by law. Where access is refused, reasons will be provided where required by law.

10. Cookies and Website Tracking

This website uses cookies to collect analytics and improve user experience. Cookies may be:

  • Essential cookies — required for basic site functionality

  • Analytics cookies — used for visitor statistics and site performance

By continuing to use this website, you consent to the use of cookies as described here.

11. Contact Information

If you would like to access, correct, or discuss your personal or health information, or if you have questions about this Privacy Policy, please contact:

Email: nicolegaitancounselling@outlook.com
Phone: 0404 695 531

12. Policy Updates

This Privacy Policy may be updated from time to time. The most current version will always be available on this website.