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filler@godaddy.com
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:
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:
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:
Clients will be informed and may discuss preferences around AI use at intake
I use your personal information to:
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:
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:
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:
To do so, please contact us on: administration@pawsitivedirections.com.au we 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, I 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 me, you agree to the terms outlined below.
I understand that plans can change, and I aim to be as flexible as possible while respecting both client and counsellors time and availability.
More than 48 Hours’ Notice
Between 24 and 48 Hours’ Notice
Less than 24 Hours’ Notice
I understand that unexpected situations can arise.
For bundled or prepaid sessions:
To cancel or change your booking, you may:
or
Please include:
Where a refund is applicable:
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:
In such cases:
Supporting documentation may be requested.
This policy helps me manage my schedule fairly so I can continue providing consistent, high-quality support to all clients.
For any questions regarding this policy, cancellations, or refunds, please contact:
At Pawsitive Directions, I use cookies and similar technologies to improve your experience on my website. This Cookies Policy explains what cookies are, how I 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:
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:
This helps to improve the performance and usability of the website.
Functionality Cookies
These cookies allow the website to remember your preferences, such as:
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:
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”.
I may update this Cookies Policy from time to time to reflect changes in technology, legal requirements, or how cookies are being used.
The latest version will always be available on this website.
If you have any questions about the use of cookies, please contact me.
Cookies are always used responsibly and only where they provide clear value in improving your experience. Your trust is important to me, and I am committed to being transparent about how your information is used.
I maintain confidential records in line with my professional, ethical, and legal obligations as a counsellor registered with the Australian Counselling Association.
Keeping accurate and secure records is part of how I ensure your care is consistent, personalised, and held to the highest standard.
Records I hold may include your intake and consent forms, session notes, attendance records, invoices and payment records, and any written correspondence related to your care. All records are stored securely and handled in accordance with my Privacy Policy and confidentiality obligations.
You have the right to request access to personal information I hold about you.
This may include copies of your intake forms, consent documents, invoices and receipts, attendance records, and other personal information where legally permitted.
Requests must be made in writing to administration@pawsitivedirections.com.au.
Before releasing any records I may need to verify your identity and confirm your written consent.
I will acknowledge your request within 5 business days and aim to respond in full within 30 days.
If additional time is needed I will let you know as soon as possible.
In some circumstances access may be limited — for example where releasing information could cause serious harm, impact the privacy of another person, or where legal restrictions apply.
If this is the case I will explain this to you and discuss what alternative options are available.
If you believe any information I hold about you is inaccurate, incomplete, or out of date, you have the right to request a correction.
Please include the specific information you believe needs to be updated and the correct details in your written request.
I will review and respond within a reasonable timeframe.
If you need written confirmation that you have attended counselling sessions — for example for an employer, insurer, or support service — I can provide a basic attendance letter confirming the dates attended, appointment frequency, and confirmation of attendance only.
Please note that attendance letters do not include clinical opinions, session content, recommendations, or detailed personal information.
These letters are provided free of charge.
The following are provided at no cost: copies of invoices and receipts, basic attendance confirmation letters, and copies of forms you have completed yourself.
Where a request requires significant administrative time — for example compiling a large file for release — a reasonable administrative fee may apply as permitted by law.
You will always be informed of any fee before work begins, and your consent will be sought before proceeding.
I am unable to provide reports or documentation for court matters, custody disputes, legal proceedings, formal assessments, diagnoses, or any documentation that falls outside my qualifications or ethical scope of practice as a counsellor.
If you require this type of documentation, I will do my best to help you identify an appropriately qualified professional who can assist.
In some circumstances I may be legally required to release records or information without your consent — including where required by subpoena, court order, mandatory reporting obligations, or where there is a serious and immediate safety concern.
Where it is appropriate and legally permitted to do so, I will always aim to discuss this with you first.
To request access to your records or any supporting documentation, please contact me in writing at administration@pawsitivedirections.com.au.
Please include your full name, date of birth, and a clear description of what you are requesting and why.
I will respond as promptly as possible and guide you through the next steps.
If you have any questions about this process before making a formal request, you are always welcome to reach out and I will do my best to help.
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.
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:
When submitting a complaint, individuals are encouraged to provide:
Anonymous complaints will be considered where sufficient information is provided.
Acknowledgement
Assessment and Investigation
Resolution
Record Keeping
If you are not satisfied with the outcome or handling of your complaint, you may request further review through the following steps.
Internal Review
Please reply to the original complaint communication or contact me directly at complaints@pawsitivedirections.com.au to request a further review.
I will consider the matter again with fresh consideration, independent of my initial response, and provide a final written outcome within 10 business days.
If additional time is required, I will inform you of the delay and provide an updated timeframe.
External Escalation
If you remain unsatisfied following internal review, you have the right to escalate your concern to an external body.
As a registered member of the Australian Counselling Association (ACA), Pawsitive Directions operates under the ACA Code of Ethics and Professional Standards.
Complaints regarding professional conduct may be submitted directly to the ACA through their formal complaints process.
Australian Counselling Association (ACA)
Website: www.theaca.net.au
Email: admin@theaca.net.au
Phone: 1300 784 333
For matters relating to consumer rights, privacy, or business conduct, you may also contact Consumer Affairs Victoria or the Australian Competition and Consumer Commission (ACCC).
Pawsitive Directions will cooperate fully with any external review or complaints process undertaken by these bodies.
Complaint outcomes and trends will be analysed to:
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.