Privacy Policy
Last updated: August 2026
Hear If You Need (“we”, “us” or “our”) respects your privacy and is committed to protecting the personal and sensitive information entrusted to us.
This Privacy Policy explains how we collect, hold, use and disclose personal information, including health information, in connection with our counselling services and website.
Hear If You Need is based in Yeppoon, Queensland, Australia. We handle personal information in accordance with applicable Australian privacy legislation, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Information We May Collect
Depending on your interaction with us, we may collect personal and sensitive information including:
your name, date of birth and contact details
address and emergency contact information
appointment and booking information
information you provide through website enquiries or contact forms
information about your physical, emotional, psychological or mental health
personal history and information relevant to counselling
counselling notes and records relating to services provided
referral information and correspondence from other health professionals, where relevant
payment and billing information
information necessary to manage consent, communication and service delivery
technical information collected when you use our website, such as browser, device and website usage information.
Health information is considered sensitive information under Australian privacy law and is handled accordingly.
We aim to collect only information that is reasonably necessary to provide our services or operate our practice.
How We Collect Information
We generally collect personal information directly from you, including when you:
make an appointment
complete an intake or consent form
attend a counselling session
contact us by email or through our website
communicate with us through our booking or practice management system
make a payment.
With your consent, or where otherwise permitted by law, we may also receive information from another person or organisation, such as a referring practitioner, parent or guardian, support person or another health professional involved in your care.
Why We Collect Your Information
We may collect, hold and use your information to:
provide counselling services
assess and respond to your individual needs
manage appointments and communicate with you
maintain appropriate counselling records
process payments and administer our practice
communicate with other professionals involved in your care where you have provided consent or where otherwise permitted by law
respond to enquiries, requests or complaints
meet professional, ethical, insurance, legal and regulatory requirements
maintain and improve our services and website
protect the safety and wellbeing of clients and others where required or permitted by law.
We will generally obtain your consent before collecting health information unless an exception under applicable law allows or requires us to collect it without consent.
Confidentiality and Disclosure
Information discussed during counselling is treated as confidential.
There are, however, circumstances in which information may need to be disclosed. Depending on the circumstances and applicable law, these may include where:
you consent to the disclosure
disclosure is reasonably necessary for the purpose for which the information was collected and is consistent with your reasonable expectations
disclosure is required or authorised by law
there is a serious threat to the life, health or safety of you or another person and disclosure is permitted by law
records are required under subpoena, court order or another lawful process
disclosure is otherwise permitted under applicable privacy legislation.
Where practical and legally appropriate, we will discuss a proposed disclosure with you.
Information may also be provided to trusted service providers who assist us in operating the practice, such as practice management, booking, payment, information technology, accounting or professional service providers.
Halaxy and Third-Party Services
Hear If You Need may use Halaxy to assist with functions such as appointment bookings, practice administration, client records, forms, communications and payments.
When you use Halaxy or another third-party platform, your information may also be handled in accordance with the privacy policy and terms of that provider.
Our website may also rely on third-party providers for website hosting, analytics, email, forms or other functionality.
Where personal information is handled by third-party providers, we take reasonable steps appropriate to the circumstances to protect your information.
Overseas Storage and Disclosure
Some technology or service providers used by Hear If You Need may store or process information using infrastructure located outside Australia.
Where reasonably practicable, we take steps to understand how our service providers handle personal information and comply with our obligations under applicable privacy legislation.
Data Security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.
These measures may include secure electronic systems, password protection, restricted access, secure record storage and appropriate administrative and technical safeguards.
No method of electronic transmission or storage can be guaranteed to be completely secure.
Retention of Counselling Records
Counselling and other practice records are retained for the periods required by applicable laws, professional obligations, insurance requirements and relevant record-keeping standards.
When information is no longer required to be retained, we take reasonable steps to securely destroy or de-identify it where appropriate and permitted by law.
Accessing or Correcting Your Information
You may request access to personal information we hold about you or ask us to correct information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading.
Requests can be made by emailing:
In some circumstances, access may be limited or refused where permitted by law. If this occurs, we will generally explain the reason for the decision where legally permitted.
Website Information and Cookies
When you visit our website, certain technical information may be collected automatically, including information about your browser, device, IP address and website activity.
Our website may use cookies or similar technologies to help the website function, understand website usage and improve the user experience.
You may be able to restrict cookies through your browser settings, although doing so may affect some website functionality.
Email and Electronic Communication
Email, SMS and other electronic communications may carry privacy and security risks.
By communicating with us electronically, you acknowledge that electronic communications may not always be completely secure.
Please avoid including highly sensitive information in general website enquiry forms or unencrypted email unless necessary.
Direct Marketing
We will not use health information for direct marketing unless we have obtained any consent required under applicable privacy legislation.
Where you have consented to receive general communications or marketing, you may withdraw your consent at any time.
Privacy Complaints
If you have a concern about how your personal information has been handled, please contact us so we can investigate and respond.
Hear If You Need
Yeppoon, Queensland
Email: hearifyouneed@gmail.com
If you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our practices, services, technology or legal obligations.
The current version will be published on this website with the date it was last updated.
Contact
For questions about this Privacy Policy or how we handle personal information, please contact:
Hear If You Need
Yeppoon, Queensland
hearifyouneed@gmail.com