Privacy Policy for Anchorpoint Therapy

Last Updated: April 2026

1. About This Policy

Anchorpoint Therapy (ABN:40 608 844 885 ) is a sole practitioner mental health social work and counselling service operated by Ash, an Accredited Mental Health Social Worker.

We are committed to protecting your privacy. This Privacy Policy explains how we collect, use, store, and disclose your personal and health information when you visit our website, contact us, or receive counselling services.

We comply with:

  • The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs)

  • Relevant professional ethical standards for social workers in Australia

  • Spam Act 2003 (Cth) (for electronic communications)

By engaging with Anchorpoint Therapy, you consent to the practices described in this policy.

2. What Information Do We Collect?

We only collect information that is necessary to provide you with safe, effective counselling and to operate our business.

Personal Information

  • Name, date of birth, contact details (address, phone, email)

  • Emergency contact details

  • Medicare number (for rebates) and other identification as needed

Sensitive & Health Information

As a health service provider, we may collect:

  • Mental health history and current symptoms

  • Information about trauma, family violence, or abuse

  • Medical history and current medications (if relevant to your care)

  • Information from referring GPs or specialists

Website & Technical Information

  • IP address, browser type, and anonymised usage data via cookies

  • Information you submit via our contact or booking forms

We do not collect or store credit card details directly — payments are processed through secure third-party gateways.

3. How Do We Collect Your Information?

We collect information in the following ways:

Method Description Directly from you During sessions, via email, phone, SMS, or intake forms From third parties With your consent: GPs, specialists, Medicare, or family violence support services Automatically Via our website (cookies, analytics) and email interactions

Important for family violence clients: You may use a pseudonym or remain anonymous when making initial enquiries. However, to provide counselling and Medicare rebates, we will need your legal name and identifying information. We will explain why before collecting it.

4. How Do We Use Your Information?

We use your information only for purposes you would reasonably expect, including:

  • Providing counselling services — assessment, treatment planning, session notes

  • Communicating with you — appointment reminders, responses to enquiries

  • Liaising with your care team — GPs, psychiatrists, or specialists (only with your written consent)

  • Billing and Medicare — processing payments and rebates

  • Legal and safety obligations — as outlined in Section 9

  • Improving our service — anonymised data for quality or training purposes

We will never sell, rent, or trade your personal information to third parties for marketing purposes.

5. When Do We Disclose Your Information?

We may disclose your information in the following limited circumstances:

We only disclose your information in limited circumstances. With your written consent, we may share your information with your GP or a referring specialist to coordinate your care. Your implied consent (by booking an appointment) allows us to share information with Medicare to process rebates or claims. Our IT and practice management software providers receive data for secure storage and appointment management, which is covered by our terms of service. However, we may disclose your information without your consent when legally required by courts, mandatory reporting, or law enforcement, or when we believe there is an imminent risk of harm to yourself or others, in which case we will contact emergency services under our duty of care.

6. How Do We Store and Protect Your Information?

We take the security of your information seriously, particularly given the sensitive nature of trauma and family violence work.

Security Measures

  • Electronic records: Encrypted devices, password-protected systems, multi-factor authentication, secure cloud storage with Australian or equivalent privacy-compliant providers

  • Communications: Email encryption available upon request; SMS reminders sent without clinical details

  • Staff training: As a sole practitioner, Ash maintains current privacy and security training

Retention

  • Session notes and client files are retained for 7 years from the date of last contact (or until age 25 for clients under 18 at last contact), as required by professional indemnity insurance and legal standards.

  • After this period, records are securely destroyed (shredded for paper, permanently deleted for electronic files).

7. Accessing and Correcting Your Information

You have the right to:

  • Access the personal and health information we hold about you

  • Request corrections if information is inaccurate, incomplete, or out of date

How to request:
Contact Ash directly via email or phone. We will respond within 30 days (usually sooner).

Exceptions: We may refuse access in limited circumstances, such as if providing access would pose a serious threat to your safety or another person's safety, or would unreasonably impact another individual's privacy. If we refuse, we will provide written reasons.

8. Making a Complaint

If you believe your privacy has been breached, or you are unhappy with how we have handled your information, please contact us first.

Step 1 — Internal complaint:
Contact Ash at:

  • Email: hello@anchorpointtherapy.com.au

  • Phone: 0407 872 114

We will acknowledge your complaint within 7 days and respond with our findings and proposed resolution within 30 days.

Step 2 — External escalation:
If you are unsatisfied with our response, you may lodge a complaint with:

Office of the Australian Information Commissioner (OAIC)

9. Limits to Privacy: When We Must Disclose Without Consent

We respect your confidentiality, but there are legal and ethical exceptions, which we will explain to you at the start of our work together. We may disclose your information without your consent in specific circumstances, including when there is an imminent risk of serious harm to yourself or someone else, when we suspect a child is at risk of abuse or neglect (as mandatory reporting applies), when a court order or subpoena requires us to produce records, or, where applicable, under state schemes for limited family violence information sharing with specialist services, we will inform you if this applies. Whenever possible, we will try to discuss any proposed disclosure with you first, unless doing so would increase risk.

10. Cookies & Website Tracking

Our website uses cookies to improve your experience and analyse traffic. You can control cookies through your browser settings.

We do not use cookies to identify you personally unless you voluntarily provide information (e.g., via a contact form).

11. Direct Marketing

We do not send marketing emails or newsletters. We may contact you only for:

  • Appointment reminders (SMS or email)

  • Responses to your enquiries

  • Administrative notices (e.g., fee changes, policy updates)

You can opt out of appointment reminders at any time.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on our website with a new "Last Updated" date.

For significant changes (e.g., new data uses), we will notify you via email or our website banner.

13. Contact Us

If you have any questions about this Privacy Policy, or to make a request or complaint:

Anchorpoint Therapy
Attn: Ash (Privacy Officer)
Email: hello@anchorpoint-therapy.com.au


Phone: 0407 872 114