Your privacy matters.

Privacy and Confidentiality Policy

Crossroads Counselling is committed to protecting your privacy and handling personal information respectfully, securely, and in accordance with professional and legal obligations.

This policy explains how personal information is collected, used, stored, and disclosed in the course of providing counselling services.

In general, the information that you share with me will remain confidential. This means that I must protect your privacy and not share information about you with others. This applies whether the information is given to me verbally or in written form and extends to the fact that you have attended or are going to attend counselling with me. I have a legal obligation to protect this information.

Collection of Information

Personal information may be collected for the purpose of providing counselling services and supporting your care.

Information collected may include:

• name, contact details, and date of birth

• emergency contact information

• health, wellbeing, or personal history relevant to counselling

• intake form responses and counselling records

• appointment and payment information

• communication relating to services

Only information reasonably necessary to provide counselling and fulfil professional obligations will be collected.

How information is Used

Information may be used to:

• provide counselling services

• maintain client records

• manage appointments and communication

• support continuity of care

• fulfil ethical, professional, insurance, and legal obligations

• maintain safety where risk concerns arise

Your information will not be sold or shared for marketing purposes.

Limits to Confidentiality

It is important that you understand that there are certain circumstances under which I will share information about you or about what you have told me. These situations are:

• Where you have explicitly given me permission to share information, such as informing your emergency contact of an emergency situation, or when you have signed your permission for a referral or to work in collaboration with other health/support services.

• Where I consider you to be at risk of harming yourself or others.

• Where I consider a child or other vulnerable person to be at risk.

• In some cases where a significant crime may be or has been committed.

• Where your counselling records, or part thereof, have been requested by a court of law.

At times I may also discuss aspects of our work together with my professional supervisor. This is an important part of meeting my professional responsibilities. I will not provide information that could identify you in the course of these discussions.

Technology and Online Services

To provide counselling services efficiently and securely, I use a number of trusted third-party service providers. These may include:

• Google Workspace - for secure business email, appointment scheduling, Google Meet Video consultations, and the secure storage of practice documents.

• Google Forms - for contact enquiries, intake forms and informed consent, and other client documentation.

• Stripe - to securely process online payments. Crossroads Counselling does not store your payment card details.

• Google Calendar - for appointment scheduling and booking confirmations.

These providers maintain their own privacy and security measures. While every reasonable effort is made to protect your personal information, no online system can be guaranteed to be completely free from security risks.

Only information necessary for the provision of counselling services is collected and stored, and reasonable steps are taken to ensure it is handled securely and confidentially.

Telehealth

Counselling sessions are conducted via telephone or Google Meet using a private and secure internet connection. Clients are encouraged to attend sessions from a private location where confidentiality can be maintained. While every effort is made to ensure the security of online communication, there are inherent risks associated with using internet-based technologies that cannot be completely eliminated.

Record Storage and Retention

I do not keep paper or other physical records and all electronic records are stored securely and no one else has access to them. Information regarding your identity, such as your contact or intake forms are kept separate from your session notes in order to protect your identity. 

I will keep your counselling records for seven (7) years after the date of last contact, and in some cases I may be required by law to retain records for a longer period.

Your Rights

You may request access to information held about you where appropriate and legally permitted.

Access may be limited where disclosure could create serious harm, compromise another person’s privacy, or where legal restrictions apply.

If you have questions about privacy, confidentiality, or how information is handled, please feel welcome to ask at any time.