Website Privacy Policy
Last Updated: 23/06/2025
This Privacy Policy applies to all personal information collected by Hope Integrative Counselling via the website located at hopeintegrativecounselling.com.au and via the Zanda platform linked via the ‘Book Now’ page on this website.
1. What information do we collect?
The kind of Personal Information that we collect from you will depend on how you use the website. The Personal Information which we collect and hold about you may include:
(a) Personal information [name, phone number, email address]
(b) Payment information [billing details, billing address]
(c) Health information [medical history, case notes]
(d) Log in credentials
(e) Support queries
(f) Geographic location
(g) IP address
2. Types of information
The Privacy Act 1998 (Cth) (Privacy Act) defines types of information, including Personal Information and Sensitive Information.
Personal Information means information or an opinion about an identified individual or an individual who is reasonably identifiable:
(a) whether the information or opinion is true or not; and
(b) whether the information or opinion is recorded in a material form or not.
If the information does not disclose your identity or enable your identity to be ascertained, it will in most cases not be classified as “Personal Information” and will not be subject to this privacy policy.
Sensitive Information is defined in the Privacy Act as including information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive Information will be used by us only:
(a) for the primary purpose for which it was obtained;
(b) for a secondary purpose that is directly related to the primary purpose; and
(c) with your consent or where required or authorised by law.
3. How we collect your Personal Information
(a) We may collect Personal Information from you whenever you input such information into the Website, related app or provide it to Us in any other way.
(b) We may also collect cookies from your computer which enable us to tell when you use the Website and also to help customise your Website experience. As a general rule, however, it is not possible to identify you personally from our use of cookies.
(c) We use different types of cookies including essential cookies for Website functionality, analytical cookies to improve user experience, and marketing cookies that may be set by third parties. These cookies can be managed through your browser settings. Third-party cookies are subject to their respective privacy policies, which we encourage you to review.
(d) Where reasonable and practicable we collect your Personal Information from you only. However, sometimes we may be given information from a third party, in cases like this we will take steps to make you aware of the information that was provided by a third party.
4. Purpose of collection
(a) We collect Personal Information to provide you with the best service experience possible on the Website and keep in touch with you about developments in our business.
(b) We customarily only disclose Personal Information to our service providers who assist us in operating the Website. Your Personal Information may also be exposed from time to time to maintenance and support personnel acting in the normal course of their duties.
(c) By using our Website, you consent to the receipt of direct marketing material. We will only use your Personal Information for this purpose if we have collected such information direct from you, and if it is material of a type which you would reasonably expect to receive from use. We do not use sensitive Personal Information in direct marketing activity. Our direct marketing material will include a simple means by which you can request not to receive further communications of this nature, such as an unsubscribe button link.
(d) You can manage your marketing preferences through your account settings or by contacting us in writing to hope@hopeintegrativecounselling.com.au. We will process opt-out requests within 14 business days.
(e) Provide Therapeutic Services: To deliver counselling and yoga services tailored to your individual needs.
(f) Ensure Legal and Regulatory Compliance: To adhere to applicable legal and regulatory requirements.
(g) Facilitate Communication Regarding Sessions: To communicate with you about your appointments and related matters.
(h) Manage Administrative Functions: To handle scheduling, billing, and other administrative tasks associated with our services.
5. Security, Access and correction
(a) We store your Personal Information in a way that reasonably protects it from unauthorised access, misuse, modification or disclosure. We retain your personal information for as long as needed to provide services to you and as otherwise necessary to comply with our legal obligations, resolve disputes and enforce our agreements.
We utilize Zanda, a cloud-based practice management platform, to securely store and manage client data. Zanda is ISO 27001 certified and is compliant with the Australian Privacy Principles. Please note that while Zanda provides robust security measures, we advise against sharing sensitive personal information through our Squarespace website or any online communication channels.
Our practice management system, Zanda, integrates with Stripe, a payment platform, which we use to take payment for services. Zanda does not store your credit card details; all sensitive information is securely processed and stored by Stripe.
(b) The Australian Privacy Principles:
(i) permit you to obtain access to the Personal Information we hold about you in certain circumstances (Australian Privacy Principle 12); and
(ii) allow you to correct inaccurate Personal Information subject to certain exceptions (Australian Privacy Principle 13).
(c) Where you would like to obtain such access, please contact us in writing on the contact details set out at the bottom of this privacy policy. In order to protect your Personal Information, we may require identification from you before releasing the requested information.
6. Complaint procedure
If you have a complaint concerning the manner in which we maintain the privacy of your Personal Information, please contact us as on the contact details set out at the bottom of this policy. All complaints will be considered, and we may seek further information from you to clarify your concerns. If we agree that your complaint is well founded, we will, in consultation with you, take appropriate steps to rectify the problem. If you remain dissatisfied with the outcome, you may refer the matter to the Office of the Australian Information Commissioner.
7. Disclosure of Your Information
We do not share your personal information with third parties without your consent, except in the following circumstances:
(a) To comply with legal obligations, such as Mandatory Reporting Obligations; when there is a risk to you or others, or if we are responding to a subpoena or court order.
(b) To protect the rights, property, or safety of Hope Integrated Counselling, our clients, or others.
8. Links to Other Websites
This website may contain links to other websites. These links are meant for your convenience only. Links to third party websites do not constitute sponsorship or endorsement or approval of these websites. Please be aware that we are not responsible for the privacy practices of such other websites. We encourage our users to be aware, when they leave our website, to read the privacy statements of each and every website that collects personally identifiable information.
This privacy policy applies solely to information collected by this website, our practice management system, Zanda, and its integrated payment platform, Stripe.
9. Overseas transfer
To enable us to deliver our services, we may transfer information that we collect about you, including Personal Data, across borders for storage and processing in countries other than Australia. If your Personal Data is transferred and processed outside Australia, it will only be transferred to countries that have adequate privacy protections.
10. Changes to This Privacy Policy
We reserve the right to update this Privacy Policy at any time. Any changes will be effective immediately upon posting on this website. We encourage you to review it periodically to stay informed about how we collect, use, and protect your personal information.
11. How to contact us about privacy
If you have any queries or complaints about our Privacy Policy, please contact us at:
hope@hopeintegrativecounselling.com.au | 0406955662