Privacy Policy for pawsitive directions

I care about your privacy and am committed to protecting your personal information. This Privacy Policy explains how I collect, use, store, and protect your information when you visit my website or use my services.

I aim to keep this clear, transparent, and easy to understand so you feel confident and comfortable working with me.

I may collect personal information that is necessary to provide my services effectively. This may include:

• Your name
• Contact details (such as email address and phone number)
• Information you provide through website forms or enquiries
• Details related to the services you are seeking
• Intake and assessment information
• Risk assessments and safety plans
• Consent forms and service agreements
• Appointment and payment details
• Any other information you choose to share with me

I only collect information that is reasonably necessary for my work with you.

I collect personal information in a fair and lawful way, including when you:

• Contact me via email (including any @pawsitivedirections.com.au)
• Fill out forms on my website
• Communicate with me by phone or in person
• Booking systems (zanda)
• Book or participate in services
• Cookies and website analytics (see cookies policy)

Use of AI-Assisted Tools

To support documentation, we may use secure AI-assisted tools (e.g. for note-taking).

In line with our practice policies:

• Only necessary information is processed 
• Identifying details are minimised where possible 
• All AI-generated content is reviewed by the counsellor 
• AI does not replace professional judgement 

Clients will be informed and may discuss preferences around AI use at intake

I use your personal information to:

• Provide and manage my services
• Manage bookings and communication
• Maintain accurate clinical records
• Respond to your enquiries, requests or complaints
• Communicate with you about your bookings or services
• Improve my website and offerings
• Communicate important updates
• Ensure your safety and wellbeing
• Meet any ethical, legal or regulatory requirements and obligations

I will never use your information for unrelated purposes without your consent.

I respect your privacy and do not sell or share your personal information unnecessarily.

I may only share your information when needed, such as:

• You have made a request and/ or have provided written consent 
• With trusted service providers who help me operate my business (e.g., booking or payment systems)
• When required by law (e.g. mandatory reporting, subpoena)
• It is necessary to prevent serious risk of harm to yourself or others (including animals)
• To resolve disputes or enforce agreements

I will always aim to share only the minimum information required, any third parties I work with are expected to handle your information securely, responsibly and in accordance with privacy laws.

I take reasonable steps to protect your personal information from misuse, loss, unauthorised access, or disclosure. Through secure systems and responsible data practices.

This includes:

• Using secure practice management systems and tools (zoom)
• Password-protected and authenticated devices and systems
• Restricted access to your information
• Secure internet connections
• Up-to-date cyber security protections - Business anti-virus and vpn protection (ESET)
• Keeping records confidential

While I do my best to protect your data, no online system is completely secure, so I encourage you to take care when sharing personal information online.

Overseas Data Storage

Some systems used (e.g. telehealth platforms, cloud storage, AI tools) may store data outside Australia. We take reasonable steps to ensure these services meet appropriate privacy standards.

How Long Your Information Is Kept

Client records are securely stored and retained for a minimum of 7 years after your last session, in line with professional standards.

Your Rights

You have the right to:

• Access your personal information 
• Request corrections 
• Ask questions about how your data is handled 
• Make a complaint if you have concerns

To do so, please contact us on: administration@pawsitivedirections.com.au we will respond within a reasonable timeframe.

You have the right to access the personal information I hold about you and request corrections if something is inaccurate or out of date.

If you would like to do this, please contact me using the details below and I will respond within a reasonable timeframe.

If you have any concerns about how your personal information has been handled, you can contact me at:

complaints@pawsitivedirections.com.au

I will review your concern in line with my “Complaints Handling Policy” and aim to resolve it fairly and promptly.

If you are not satisfied with the outcome, you may contact your relevant state consumer protection authority or privacy regulator.

My website may use cookies or similar technologies to improve your experience. These help me understand how visitors use the site so I can make improvements.

You can adjust your browser settings to refuse cookies if you prefer, although this may affect how the website functions.

For more details, please refer to my “Cookies Policy”.

My website may include links to other websites. I am not responsible for the privacy practices of those sites, so I recommend reviewing their policies if you visit them. 

I may update this Privacy Policy from time to time to reflect changes in my services or legal requirements. The most current version will always be available on my website. 

If you have any questions, requests, or concerns about this Privacy Policy or your personal information, please contact me:

info@pawsitivedirections.com.au

My Commitment

Your trust is important to me. I am committed to handling your personal information with care, respect, and transparency at all times.

At Pawsitive Directions, we aim to provide a fair and transparent booking experience for all clients. This Cancellation and Refund Policy outlines how bookings, cancellations, rescheduling, and refunds are managed.

By making a booking with us, you agree to the terms outlined below.

• All sessions must be paid in full at the time of booking.
• Your booking is only confirmed once payment has been successfully received.

We understand that plans can change, and we aim to be as flexible as possible while respecting both client and counsellors time and availability.

More than 72 Hours’ Notice

• Cancellations or rescheduling made 72 hours or more before your scheduled session are eligible for:
  • A full refund (100%), or
  • Rescheduling at no additional cost
• These changes can be made directly via our website or by contacting us. https://clientportal.zandahealth.com/clientportal/pawsitivedirections 

Between 24 and 48 Hours’ Notice

• Cancellations made between 24 and 48 hours before the session are eligible for:
  • A 50% refund of the full session fee

Less than 24 Hours’ Notice

• Cancellations made within 24 hours of the scheduled session are not eligible for a refund
• 100% of the session fee will be retained

I understand that unexpected situations can arise.

• If you are unwell or unable to travel to the session location, you may request to switch your session to an online format, where appropriate
• This option is subject to availability and suitability of the service
• The price will reflect the service and the client will be given a credit to go towards the next session, refunds are not available for the difference.

For bundled or prepaid sessions:

• Rescheduling is permitted in line with the notice periods above
• Refunds are not provided for individual sessions within a bundle
• If you wish to cancel an entire bundle or package, please contact:
  billing@pawsitivedirections.com.au
  and your request will be reviewed in line with this policy and applicable consumer requirements.

To cancel or change your booking, you may:

• Use the booking management option on our website (where available), https://clientportal.zandahealth.com/clientportal/pawsitivedirections

or

• Contact us via email at: billing@pawsitivedirections.com.au

Please include:

• Your name
• Booking details (date and time)
• Request (cancel or reschedule)

Where a refund is applicable:

• Refunds will be processed back to the original payment method
• Processing will occur within 5–10 business days after confirmation
• You will receive confirmation once the refund has been issued

Please note that depending on your financial institution, it may take additional time for funds to appear in your account.

Pawsitive Directions may, at its discretion, provide exceptions to this policy in cases of:

• Medical emergencies
• Unforeseen or exceptional circumstances

In such cases:

• Please contact us as soon as possible at billing@pawsitivedirections.com.au
• Requests outside of this policy will be considered on a case-by-case basis

Supporting documentation may be requested.

I value your time and ask that you respect mine. This policy allows me to manage the schedule effectively while continuing to provide high-quality services to all clients. 

For any questions regarding this policy, cancellations, or refunds, please contact:

Email: billing@pawsitivedirections.com.au

At Pawsitive Directions, I use cookies and similar technologies to improve your experience on my website. This Cookies Policy explains what cookies are, how we use them, and why they are important.

My aim is to keep this simple and transparent so you can feel confident about how your information is used.

Cookies are small text files that are stored on your device (computer, tablet, or mobile phone) when you visit a website.

They help the website recognise your device and remember certain information about your visit, such as your preferences or how you use the site.

Cookies help to:

• Ensure our website functions properly
• Improve your browsing experience
• Understand how visitors use our website
• Identify areas where we can improve our services

Without cookies, some parts of the website may not work as expected or may be less user-friendly.

Essential Cookies

These cookies are necessary for the website to function properly. They enable basic features such as page navigation and access to secure areas.

Without these cookies, the website cannot operate effectively.

Performance and Analytics Cookies

These cookies help to understand how visitors interact with the website by collecting anonymous information such as:

• Pages visited
• Time spent on the site
• Any issues encountered

This helps to improve the performance and usability of the website.

Functionality Cookies

These cookies allow the website to remember your preferences, such as:

• Form inputs
• User settings

They help provide a more personalised experience.

Third-Party Cookies

In some cases, trusted third-party services may be used (such as analytics providers) that set cookies on my behalf to help better understand website usage.

These providers are required to handle your data securely and in line with applicable privacy laws.

You have control over how cookies are used.

You can:

• Adjust your browser settings to refuse or delete cookies
• Set preferences when prompted on our website (if a cookie banner is in place)

Please note that disabling cookies may affect how certain parts of the website function.

Cookies may collect information that relates to you, but they generally do not identify you personally.

For more information on how we handle personal data, please refer to our “Privacy Policy”.

We may update this Cookies Policy from time to time to reflect changes in technology, legal requirements, or how we use cookies.

The latest version will always be available on our website.

If you have any questions about our use of cookies, please contact us: 

Email: info@pawsitivedirections.com.au

We use cookies responsibly and only where they provide clear value in improving your experience. Your trust is important to us, and we are committed to being transparent about how your information is used. 

The purpose of this Complaints Handling Policy is to ensure that all complaints received by Pawsitive Directions are managed in a fair, transparent, timely, and consistent manner. This policy provides a clear process for clients and stakeholders to raise concerns and outlines how those concerns will be addressed and, if necessary, escalated. 

This policy applies to all services provided by Pawsitive Directions, including interactions through the website, email, phone, and in-person engagements. It applies to all staff, contractors, and representatives of the organisation. 

A complaint is any expression of dissatisfaction made by a client or stakeholder regarding services, staff conduct, processes, or outcomes, where a response or resolution is expected. 

Clients and stakeholders may submit complaints through the following channel:

• Email: complaints@pawsitivedirections.com.au

When submitting a complaint, individuals are encouraged to provide:

• Full name and contact details
• Description of the issue
• Relevant dates, times, and supporting information
• Desired outcome (if applicable)

Anonymous complaints will be considered where sufficient information is provided.

Acknowledgement

• All complaints will be acknowledged within 2 business days of receipt.
• The complainant will receive confirmation that their complaint is being reviewed.

Assessment and Investigation

• Complaints will be assessed based on severity, complexity, and risk.
• A responsible staff member will be assigned to investigate the matter.
• Additional information may be requested from the complainant if required.

Resolution

• A formal response will be provided within 10 business days, where possible.
• If additional time is required, the complainant will be informed of the delay and given an updated timeframe.
• Resolutions may include explanation, apology, corrective action, or service improvement.

Record Keeping

• All complaints and their outcomes will be documented and securely stored.
• Complaint data will be reviewed periodically to identify trends and opportunities for improvement.

If a complainant is not satisfied with the outcome or handling of their complaint, they may request escalation through the following steps:

Internal Escalation

• Request a review of the complaint by senior management by replying to the original communication or emailing:
  complaints@pawsitivedirections.com.au
• A senior staff member not previously involved will review the case.
• A final internal decision will be provided within 10 business days.

External Escalation

If the complainant remains dissatisfied after internal review, they may escalate the matter to the Australian Consumer Affairs (ACA) or the relevant state consumer protection body.

In Australia, this typically includes:

• Contacting the consumer affairs agency in their state or territory (e.g., Consumer Affairs Victoria)
• Lodging a formal complaint via the appropriate government website
• Seeking mediation or further advice on consumer rights

Pawsitive Directions will cooperate fully with any external investigation or dispute resolution process.

• All complaints will be handled confidentially and in accordance with privacy obligations.
• All parties involved will be treated with respect, impartiality, and fairness.
• No complainant will suffer disadvantage or retaliation for raising a concern.

Complaint outcomes and trends will be analysed to:

• Improve service quality
• Identify systemic issues
• Enhance customer satisfaction

Where relevant, improvements will be documented in internal procedures and training.

This policy will be reviewed annually or in response to significant changes in operations, regulatory requirements, or complaint trends.