Privacy Policy
Last updated: 1 May 2026
This policy outlines how Pivot Counselling and Training (PCT) handles the personal information of clients. We take privacy seriously and are committed to complying with the Australian Privacy Principles in the Privacy Act 1988 (Cth). This policy applies to clients of PCT and to individuals who make contact via the PCT website.
Personal information
Personal information is any information about an individual that can be used to identify them directly or indirectly, such as name, address, phone number, email address, and date of birth.
Sensitive information is a type of personal information which includes details, for example, about a person's racial or ethnic origins, political or religious beliefs, sexual orientation, health or genetic information, family court orders or criminal record. The breach of sensitive information is likely to leave people open to discrimination or embarrassment.
Why we collect personal information
The sharing of personal information by a client to PCT assists us in supporting clients in processing their identified concerns. Personal information is retained to enable the provision of a relevant and informed service. Duty of care obligations mean that a client cannot be anonymous. A client may request to use a pseudonym, however, a legal name as listed on identification documents is required for records.
How we collect personal information
Personal information is collected through a variety of means, including:
- the information you verbally share with us
- written communication received from you via email, SMS or letter
- enquiries submitted via the PCT website
- our online booking and practice management system (e.g., Cliniko)
- our intake and consent forms
- social media
- the guardian of those under 18 years of age
- a referral from your GP or another treating practitioner or service.
Where services are provided to children or young people, personal information may also be collected from a parent or legal guardian in accordance with legal and professional requirements.
As PCT operates in a shared building, clients are asked to sign in and out at reception for safety purposes. The system collects limited information only and is not used for marketing or any secondary purpose. If you have any concerns about using the sign-in system, please speak with your counsellor and alternative arrangements can be made.
Website and online enquiries
When you visit the PCT website, limited information may be automatically collected, such as IP address, browser type, device information, and pages visited. This information is used for basic website functionality, security, and performance monitoring and does not identify you personally.
If you submit personal information via the website contact form or by email, this information is used only to respond to your enquiry and is handled in accordance with this privacy policy. Standard email communication is not a secure method of transmitting sensitive information. Clients are encouraged to limit sensitive information shared via email.
The website may use cookies and third-party services (such as booking or form systems) to support functionality. You may disable cookies through your browser settings if preferred.
Telehealth services
PCT can provide services via telehealth (such as secure video or telephone sessions) to clients across Australia.
Reasonable steps are taken to ensure telehealth platforms used are secure and privacy-compliant. Clients are responsible for ensuring they are in a private environment during telehealth sessions.
While care is taken to protect confidentiality, there are inherent risks associated with electronic communication. By engaging in telehealth services, clients acknowledge and accept these risks.
Storage of personal information
To protect the personal information held from misuse or loss, it is stored securely and accessible only to approved individuals. Storage methods may include hard-copy and digital records, including encrypted practice management and clinical documentation systems. Third-party providers are selected based on their compliance with Australian privacy requirements and security standards.
Access to personal information may be available to authorised administrative personnel or practitioners operating within shared practice systems. All such individuals are subject to confidentiality and privacy obligations.
Clinical records are retained in accordance with legal and professional requirements, including until age 25 for clients who commenced counselling while under 18 years of age.
Credit card or banking details are not retained once the processing of payment is finalised. Unnecessary information is disposed of securely from time to time depending on the type of information and legal obligations.
If knowledge of a security breach occurs, it will be promptly investigated and, where appropriate, remedial action taken. Affected individuals will be notified in accordance with the Privacy Act.
Disclosure of your personal information
Personal information will not be disclosed to third parties without your consent, except when the disclosure is required by law, or where necessary to prevent a serious threat to life, health, or safety.
Some third-party service providers may store or process information outside Australia and reasonable steps are taken to ensure compliance with the Australian Privacy Principles.
Accessing your personal information
You may request access to personal information held about you. We may ask you to specify what information you require and may charge a fee where we provide access.
We deal with all requests for access to personal information as required by the Privacy Act. We may refuse to provide access if the Privacy Act allows us to do so.
Integrity of your personal information
All reasonable steps will be made to ensure that the personal information collected is accurate, complete, and up to date.
You may request an update or correction to personal information held about you. All such requests will be dealt with in accordance with the Privacy Act.
Complaints
If you think your personal information has not been handled in line with the Privacy Act, please contact PCT first. All reasonable steps will be made to investigate and promptly resolve your complaint directly with you.
If you are not satisfied with the outcome, you may make a complaint to the Office of the Australian Information Commissioner (OAIC). For information about how to make such a complaint, please refer to the OAIC website oaic.gov.au.
Changes to this privacy policy
This privacy policy may be amended from time to time. Where appropriate, clients will be notified by email or via the PCT website (pivotct.com.au).
Contact us
If you have any questions relating to privacy matters, please contact us by email at info@pivotct.com.au.