Privacy Policy
Last updated: February 2026
1. INTRODUCTION
This Privacy Policy explains how Red Thread Relationships, ABN 75 322 146002 (we, us or our) collects, uses, stores, and discloses personal information.
We are a counselling and couples therapy practice based in New South Wales, registered with the Australian Counselling Association (ACA), and we provide in-person and telehealth services to clients across Australia.
We are committed to protecting your privacy and handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
2. INFORMATION WE COLLECT
2.1 Personal Information
We may collect personal information including, but not limited to:
name
contact details (email address, phone number, postal address)
date of birth
emergency contact details
billing and payment information
correspondence, enquiries, and administrative information
information provided via forms, email, phone, telehealth platforms, or our website
2.2 Sensitive Information
As a counselling practice, we may collect sensitive information, including:
health and mental health information
relationship, family, and psychosocial information
information relevant to counselling and therapeutic support
Sensitive information is collected only where reasonably necessary, generally with your consent, or where permitted or required by law.
3. HOW WE COLLECT INFORMATION
We collect personal information in the following ways:
directly from you (in person, by phone, email, online forms, or telehealth platforms)
when you enquire about, book, or attend services
during counselling sessions
from referring practitioners, such as general practitioners (GPs), where you have been referred and information is provided with your knowledge or consent
through administrative and clinical correspondence
through interactions with our website
We do not knowingly collect personal information from children without appropriate consent.
4. PURPOSE OF COLLECTION
We collect and use personal information to:
provide counselling and couples therapy services
assess suitability for services and support continuity of care
manage bookings, scheduling, and practice administration
communicate with you about services and appointments
process payments and issue invoices
maintain clinical records and meet ethical, professional, and legal obligations
liaise with referrers (such as GPs) where appropriate and consented
improve service delivery and website functionality
We collect only information that is reasonably necessary for these purposes.
5. USE AND DISCLOSURE OF INFORMATION
5.1 Use
Your personal information is used only for the purposes described in this Privacy Policy, or for purposes reasonably related to those purposes.
5.2 Disclosure
We do not sell or rent your personal information.
We may disclose personal information:
with your consent
to referrers (such as GPs) where appropriate and consented
to third-party service providers who assist with administration, billing, IT support, or telehealth platforms, on a confidential basis
where required or authorised by law, including circumstances involving:
serious risk of harm to you or others
suspected abuse or neglect of a child or vulnerable person
court orders, subpoenas, or other lawful requirements
Preparation of letters or reports for third parties is not automatic, may incur additional fees, and will occur only where agreed in advance.
6. CONFIDENTIALITY
We treat personal and health information as confidential and handle it in accordance with this Privacy Policy, the Privacy Act 1988 (Cth), and our professional and ethical obligations as a counselling practice.
Confidential information is disclosed only:
with your consent; or
where disclosure is required or permitted by law.
Detailed information about confidentiality, its limits, and how it applies within the counselling relationship is provided in our Informed Consent and Client Service Agreement, which governs the provision of counselling services.
7. TELEHEALTH AND ELECTRONIC COMMUNICATIONS
We take reasonable steps to use secure systems for electronic communication and telehealth services. However, you acknowledge that:
electronic communications carry inherent privacy and security risks
absolute confidentiality of online transmissions cannot be guaranteed
You are responsible for ensuring that your devices, internet connection, and physical environment are private and secure when engaging in telehealth services.
8. STORAGE AND SECURITY OF INFORMATION
We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure.
Safeguards include:
secure electronic record systems
password protection and access controls
limiting access to personal and clinical information
secure handling of any physical records (where applicable)
Client records are retained for a minimum of seven (7) years after the last counselling session, in accordance with Australian legal and professional requirements.
9. ACCESS AND CORRECTION
You may request access to the personal information we hold about you, or request correction if the information is inaccurate, incomplete, or out of date.
Requests must be made in writing, and proof of identity may be required.
Access may be refused in limited circumstances permitted by law, such as where providing access would pose a serious risk to health or safety.
10. WEBSITE DATA AND COOKIES
Our website may collect limited technical information such as IP address, browser type, pages visited, and date and time of access, for analytics and functionality purposes.
This information does not personally identify you unless you voluntarily provide identifying information.
Third-party services used by the website (such as hosting or analytics providers) may collect information in accordance with their own privacy policies.
11. THIRD-PARTY WEBSITES
Our website may contain links to external websites. We are not responsible for the privacy practices, security, or content of third-party websites. You should review their privacy policies independently.
12. COMPLAINTS
If you have concerns about how your personal information has been handled, you are encouraged to raise them with us directly in the first instance.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
13. CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy from time to time. The most current version will always be published on our website, with the date of the latest update shown above.
14. CONTACT
If you have questions about this Privacy Policy or how your personal information is handled, please contact us using the details provided on our website.