Policies
Ethical and Professional Practice Policies
All clients have the right to receive therapy that is ethical and professional. True Balance Counselling is committed to the Australian Counselling Association Code of Ethics and Practice. True Balance practice policies are outlined here including clients’ rights and the terms of agreement to work together.
Qualified and Registered Counsellor
It is important to know you are working with a professionally qualified and registered counsellor. Vanessa Hamilton holds a Diploma in Counselling from the Institute of Applied Psychology, Australia, and is registered with the Australian Counselling Association. Vanessa Hamilton is the sole trader and operator of True Balance Counselling (ABN 60755297317). She engages in regular professional supervision in accordance with the requirements set out by the Australian Counselling Association. True Balance Counselling holds professional insurance with Focus Insurance Australia.
Confidentiality
All clients have a right to confidentiality and a safe and trusted space in counselling. Confidential information is all communication, appointments, discussions, notes, and client file notes regarding a client’s counselling. True Balance Counselling (Vanessa Hamilton) cannot share or disclose confidential information without your written consent. There are 2 exceptions to confidentially which counsellors are professionally bound by under Australian law and as outlined in the Australian Counselling Association Code of Ethics and Practice. If you or another person is at serious risk of imminent harm (suicide risk, harm to others, a major crime, child protection), and in very rare situations an Australian court of law can request information via a subpoena.
Face to Face and Telehealth Appointments
Appointments are either face to face or via Telehealth. Face to face appointments are at various practice rooms in Ulladulla and Canberra. Online or Telehealth appointments are scheduled using ZOOM or Psychology Today Telehealth. Telehealth appointment information is provided to clients in advance.
Client Records and Access
You have the right to know your information is secure and safe. Client session notes are password protected and backed up on an encrypted external hard drive. True Balance Counselling uses Splose, as the practice management software which is protected by Splose security measures. At any time, a client can request access to their file and an arrangement will be made to share the information.
Privacy Policy
True Balance Counselling is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at https://www.oaic.gov.au/.
What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect includes names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is obtained in many ways including counselling appointments and intakes, correspondence, by telephone, by email, via our website www.truebalancecounselling.com.au, from cookies (and from third parties if necessary and if you have given consent). We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure which is detailed in our confidentiality and disclosure consent forms which apply if you become a client for counselling. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive Information
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
• For the primary purpose for which it was obtained
• For a secondary purpose that is directly related to the primary purpose
• With your consent; or where required or authorised by law.
Quality of Service
Therapy is successful when a trusted relationship forms between a therapist and a client. If at any time you would like to provide feedback, I encourage this and will support you to share. If either party believes that the therapy relationship is not appropriate for the client’s needs, this will be discussed and a personal handover to another professional will be supported if required.
Reminders and Cancellations
2 business days notice is required to cancel or change your appointment. Cancellation within 2 business days notice will incur a 100% cancellation fee. Notice outside of 2 business days will result in a reschedule to an available appointment time. Please reach out directly to True Balance Counselling via mobile for all reschedules and cancellations.
Appointments and Fees
Weekly, Fortnightly or Monthly Appointments are available. A regular appointment time will be mutually agreed with you, and adjusted over time based on your therapy needs and goals.
1. All appointments are to be paid in full at the time of booking. Credit or Visa Debit Cards are accepted or a Direct Bank Transfer can be made if the transfer receipt is emailed or text through at the time of booking. Single Appointments are $99 for 60 minutes.
Third Parties
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
• Third parties where you consent to the use or disclosure; and
• Where required or authorised by law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
Maintaining the Quality of your Personal Information
It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
Policy Updates
This Policy may change from time to time and is available on our website.
Privacy Policy Complaints and Enquiries
If you have any queries or complaints about our Privacy Policy please contact us via the contact form on this website
Cookies
We may from time to time use cookies on our website. Cookies are very small files which a website uses to identify you when you come back to the site and to store details about your use of the site. Cookies are not malicious programs that access or damage your computer. Most web browsers automatically accept cookies but you can choose to reject cookies by changing your browser settings. However, this may prevent you from taking full advantage of our website. Our website may from time to time use cookies to analyses website traffic and help us provide a better website visitor experience. In addition, cookies may be used to serve relevant ads to website visitors through third party services such as Google Adwords. These ads may appear on this website or other websites you visit.