Privacy Policy

Yana Counselling | yanacounselling.com.au

Last updated: June 2026

Yana Counselling (‘we’, ‘us’, ‘our’) is committed to protecting your privacy. This policy explains how we collect, use, store, and disclose personal information — both through our website (yanacounselling.com.au) and in the course of providing counselling services.

This policy is designed to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and — as our practice is based in New South Wales — the Health Records and Information Privacy Act 2002 (NSW) (HRIPA).

By using this website, submitting a form, booking an appointment, or engaging our counselling services, you agree to the practices described in this policy.

1. Who We Are

Yana Counselling is a private telehealth counselling practice operated by Yana, an ACA (Australian Counselling Association) Level 2 Registered Counsellor holding a Master of Counselling degree, listed on the Australian Register of Counsellors and Psychotherapists (ARCAP).

2. What Personal Information We Collect

Depending on how you interact with us, we may collect:

Identity information — name, preferred name/pronouns, date of birth
Contact details — email address, phone number
Health information (sensitive information) — mental and physical health history, presenting concerns, clinical session notes, information shared during sessions or on intake/consent forms
Emergency contact and GP details, where provided
Financial information — payment details processed via Halaxy and/or Stripe; we do not store full card numbers
Technical data — IP address, browser type, and pages visited, collected automatically via website analytics tools
Communications — messages submitted via our contact form, email, or other correspondence

3. How We Collect Your Information

Directly from you — via our contact form, booking system, intake form, informed consent form, or in sessions
Through our booking and practice management platform, Halaxy
Through payment processors (Halaxy’s integrated payments and/or Stripe)
Automatically through website analytics (e.g. Google Analytics / Site Kit)
From a referring GP or other treating practitioner, with your consent

4. Why We Collect and Use Your Information

To provide counselling services and maintain continuity of care
To process bookings, reminders, and payments
To communicate with you about appointments, fees, and service updates
To maintain accurate clinical records as required by law and ACA professional standards
To meet our duty of care — for example, in assessing risk
To improve our website and service delivery
To comply with legal and regulatory obligations

5. Sensitive and Health Information

Health information is a category of ‘sensitive information’ under the Privacy Act and is given the highest level of protection. It is collected only with your consent (express or implied through engaging our services) and only where relevant to providing counselling. As a duty-of-care service, clients cannot engage with us anonymously — a name matching identification is required, though you’re welcome to discuss your preferred name and pronouns with us.

6. Health Records (New South Wales)

As a practice based in NSW, we also comply with the Health Records and Information Privacy Act 2002 (NSW) (HRIPA), which sets specific standards for the collection, storage, security, and handling of health information by health service providers in NSW — in addition to the Australian Privacy Principles.

7. How We Store and Protect Your Information

Clinical records, intake forms, and consent forms are stored securely within Halaxy, a clinical practice management platform that stores data on Australian servers and is designed to meet Australian health privacy requirements. Payment information is processed by Halaxy’s integrated payment system and/or Stripe in line with PCI-DSS standards — we do not retain full card or banking details once a payment is processed.

Access to your records is restricted to your treating counsellor (Yana). We take reasonable technical and administrative steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. If we become aware of a data breach affecting your information, we will investigate promptly and notify you where required under the Privacy Act.

8. Disclosure of Your Information

We do not sell, rent, or share your personal information with third parties for marketing purposes. We may disclose information only:

With your express written consent (e.g. to liaise with your GP)
To service providers who help us deliver our services (such as Halaxy and Stripe), who are bound by confidentiality and data security obligations
Where there is a serious and imminent threat to your life, health, or safety, or that of another person
Where we are required by law — for example, mandatory reporting of harm to a person under 18, or a court order or subpoena
To a clinical supervisor, on a de-identified basis, as part of professional development

It is unlikely that your information will be disclosed to a recipient outside Australia. Where third-party tools we use (such as website analytics) involve overseas data processing, we take reasonable steps to ensure appropriate protections are in place.

9. Retention of Records

In accordance with NSW health records legislation and ACA professional standards, clinical records are retained for a minimum of 7 years from the date of your last appointment (or, for clients who were minors, until they turn 25, whichever is longer). After this period, records are securely destroyed. We also avoid retaining unnecessary information and dispose of it securely where appropriate.

10. Your Rights — Access and Correction

You have the right to:

Request access to the personal information we hold about you
Request correction of information that is inaccurate, incomplete, or out of date

To make such a request, contact us at hi@yanacounselling.com.au. We will respond within a reasonable timeframe (generally within 30 days) and in accordance with the Privacy Act. We may need to verify your identity before releasing information, and a reasonable administrative fee may apply to providing copies of records.

11. Complaints

If you believe we have mishandled your personal information, please contact us first at hi@yanacounselling.com.au so we can investigate and try to resolve the matter directly. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

12. Changes to This Policy

We may update this Privacy Policy from time to time, including to reflect changes in our practice, technology, legal requirements, or the way we operate our website. The current version will always be available on our website. As your counsellor, I also review my informed consent and privacy documentation annually as part of good practice.

13. Contact Us

Email: hi@yanacounselling.com.au

Phone: 0431 969 626

Website: yanacounselling.com.au