Introduction

At We Heal, safeguarding your privacy is our utmost priority. This Privacy Policy outlines how we collect, use, disclose, and protect your personal health information. We Heal complies with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and all relevant NSW Health and AASW ethical guidelines.

A copy of the Australian Privacy Principles is available at the Office of the Australian Information Commissioner (OAIC).

What is considered Personal Information?

Personal Information is any information that identifies an individual or could reasonably identify them. This may include your name, date of birth, contact details, and other information relevant to your care. 

We Heal collects personal information directly from you in ways that are appropriate to the therapeutic relationship. This includes: 

• information shared during intake, assessment or counselling sessions 

• forms completed through Halaxy or other secure platforms 

• emails, SMS messages or phone calls 

• information you choose to provide via our website contact form 

• referrals, reports or supporting documents provided with your consent from third parties (e.g., GPs, caseworkers, Victims Services, legal representatives) 

• limited technical information such as website analytics or cookies when accessing our website (this does not include identifiable clinical information) 

• billing and payment information, including invoices, payments, and funding or rebate details where applicable

We do not collect personal information from public sources or social media. Our website or forms may contain links to external sites, and We Heal is not responsible for the privacy practices of those third-party providers. 

Why Do We Collect Personal Information?

We collect your Personal Information for the primary purpose of providing therapy and related services. We may also use it for directly related secondary purposes such as service administration, communication, and, where required, insurance, legal, or regulatory purposes, and (with your consent) updates relevant to your care. You may unsubscribe from any optional communications at any time.

Where reasonable and practical, we will explain why information is being collected and how it will be used. 

Sensitive Information

Sensitive information (as defined under the Privacy Act) includes details regarding your health, mental health, cultural background, beliefs, criminal history, or other protected categories. 

We Heal only collects and uses sensitive information: 

• for the primary purpose of providing therapy 

• for a directly related secondary purpose you would reasonably expect with your consent 

• where required or authorised by law 

This is consistent with AASW ethical guidelines and trauma-informed practice. 

Third Parties

Where possible, We Heal collects Personal Information directly from you. However, in some circumstances we may receive information from third parties such as funding bodies, GPs, caseworkers, EAP providers, solicitors, or other professionals involved in your care.

When we receive information from a third party, we take reasonable steps to ensure you are aware of the content and purpose of the disclosure. 

Disclosure of Information

Your Personal Information may be disclosed: 

• where you provide consent 

• to professionals involved in your care, with your consent 

• where required or authorised by law, such as: 

serious concerns about your safety (including self-harm risk) 

• risk of harm to others 

• child protection concerns 

• mandatory reporting requirements 

• court orders or legal obligations 

Whenever possible, we will discuss any required disclosures with you and support you through the process. 

Security of Personal Information

Your information is stored securely using Halaxy and other protected systems that comply with Australian privacy and security standards. We take reasonable steps to protect Personal Information from misuse, loss, unauthorised access, modification or disclosure. 

When information is no longer required for the purpose it was collected, We Heal will take reasonable steps to destroy or permanently de-identify it. Client files are retained for at least 7 years, and for clients under 18, 7 years after turning 18, in line with AASW and legal requirements. 

Responsibility for the management and protection of Personal Information remains with the treating practitioner.

Access to Your Personal Information

You may request access to the Personal Information We Heal holds about you, or request corrections if the information is inaccurate or out of date. 

Requests must be made in writing. There is no fee to request access, but administrative fees may apply if you request copies of your records. 

To protect your privacy, identification may be required before information is released. 

Maintaining the Quality of Your Personal Information

We Heal takes reasonable steps to ensure your information is accurate and up to date. Please let us know as soon as possible if any details change. 

Privacy Concerns

If you have a concern about how your personal information is managed, you are encouraged to raise this with the practice in the first instance. Upon request, you may obtain a copy of the Australian Privacy Principles, which outline your rights and how personal information should be handled.

If you wish to make a formal complaint about the collection, use, disclosure, or access to your personal information, you may do so with the Office of the Australian Information Commissioner (OAIC):

Phone: 1300 363 992
Website: www.oaic.gov.au
Post: GPO Box 5218, Sydney NSW 2001

Policy Updates

This policy may be updated periodically.

Contact Information

If you have questions or concerns about this Privacy Policy or our privacy practices, please contact:

Privacy Officer
We Heal
PO Box 1763, Bondi, NSW, 2026
0415 464 811
janine@weheal.com.au

Effective Date: 1 October, 2025