Privacy Policy
Eryn Long values and respects the privacy of the people with whom we work. Eryn Long is committed to protecting your privacy and complying with the Privacy Act 1988 (Cth) (Privacy Act), including the Australian Privacy Principles (APPs), and other applicable privacy laws and regulations.
This Privacy Policy (Policy) describes how we collect, hold, use and disclose your personal information, and how we maintain the quality, confidentiality and security of that information.
Privacy Policy for the Management of Personal Information
As a registered Allied Health Provider, Eryn Long is committed to managing personal information in accordance with the requirements of the Privacy Act 1988 (Cth), the Australian Privacy Principles and the ethical guidelines of the Australian Counselling Association.
Eryn Long is committed to protecting all client information in accordance with relevant legislation, regulations and professional guidelines. This Policy outlines how Eryn Long manages clients' personal information in the course of providing counselling services.
Client Information
Client files are stored in secure systems that are accessible only to authorised personnel within Eryn Long.
The information held in each client file may include personal information such as the client's name, address, contact telephone numbers, medical history and other relevant information collected as part of providing counselling services.
How Clients' Personal Information Is Collected
A client's personal information may be collected in several ways during their engagement with Eryn Long, including:
When the client provides information directly to their counsellor, including through hard-copy forms.
Through correspondence via email or other communication channels.
When the client interacts directly with Eryn Long.
When other health practitioners provide personal information to the counsellor, including through referrals, correspondence and medical reports.
Purpose of Collecting and Holding Personal Information
A client's personal information is collected and used for the purpose of providing counselling services, including assessing and addressing the client's presenting concerns.
Personal information is retained to maintain accurate records of counselling sessions, document relevant client history and support the counsellor in providing appropriate, informed and effective services.
Personal information may also be used for practice administration, appointment management, billing, professional supervision, legal compliance and other purposes reasonably connected with the provision of counselling services.
Consequences of Not Providing Personal Information
If a client chooses not to provide personal information in the manner outlined in this Privacy Policy, Eryn Long may be unable to provide counselling services.
Clients may request to remain anonymous or use a pseudonym, unless doing so is impracticable for Eryn Long or Eryn Long is required or authorised by law to deal with identified individuals.
In most cases, it may not be possible for clients to remain anonymous or use a pseudonym. Where Eryn Long agrees to provide services on this basis, clients may be unable to claim rebates through private health insurance and will therefore be required to pay the full consultation fee at the time of their appointment.
Confidentiality and Its Limitations
Confidentiality is an essential part of the counselling relationship. Eryn Long respects clients' privacy and maintains the confidentiality of personal information shared during counselling sessions, in accordance with applicable legislation, professional obligations and ethical guidelines.
However, there are circumstances in which confidentiality may need to be limited. These may include:
Where a client provides informed consent for information to be shared with another person or organisation.
Where disclosure is required or authorised by law, including in response to a valid subpoena, court order or other legal requirement.
Where Eryn Long reasonably believes that disclosure is necessary to lessen or prevent a serious threat to the life, health or safety of the client or another person.
Where disclosure is required to meet applicable child protection, mandatory reporting or other safeguarding obligations.
Where disclosure is otherwise permitted or required under applicable privacy legislation.
Where reasonably practicable and legally appropriate, clients will be informed before confidential information is disclosed.
Disclosure of Personal Information
A client's personal information will not be disclosed to another person or organisation without the client's consent, except in the following circumstances:
Where disclosure is required or authorised by law, including in response to a valid court order or subpoena.
Where Eryn Long reasonably believes that disclosure is necessary to lessen or prevent a serious threat to the life, health or safety of the client or another person.
Where the client's prior consent has been obtained to:
Provide a written report to another professional or organisation, such as a general practitioner (GP) or lawyer.
Discuss relevant information with another person, such as a parent, employer or healthcare provider.
Disclose personal information in another agreed manner.
Where disclosure is otherwise permitted or required by law, including applicable reporting and safeguarding obligations.
Personal information will not be used, sold, rented or disclosed for purposes unrelated to the provision of counselling services, except where the client has provided consent or disclosure is otherwise permitted or required by law.
Storage and Security of Personal Information
Eryn Long takes reasonable steps to protect clients' personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Client information is stored securely, including in password-protected electronic systems and, where applicable, secure physical files. Access to client information is restricted to authorised individuals who require access for the provision of counselling services or the administration of the practice.
Where third-party service providers are used to store or manage client information, reasonable steps are taken to ensure they maintain appropriate privacy and security measures.
Eryn Long regularly considers the security of its information management practices to help protect client confidentiality and personal information.
Third-Party Service Providers and Overseas Disclosure
Eryn Long may use third-party service providers to support the operation and administration of the counselling practice. These may include providers of electronic record-keeping systems, appointment scheduling, email communication, billing and secure data storage.
Where these providers have access to personal information, reasonable steps will be taken to ensure that appropriate privacy and security safeguards are in place.
If personal information is disclosed to an overseas recipient, Eryn Long will take reasonable steps to ensure that the disclosure complies with the requirements of the Privacy Act 1988 (Cth), including Australian Privacy Principle 8, where applicable.
Retention and Disposal of Personal Information
Eryn Long retains client records for as long as necessary to fulfil the purposes for which the information was collected and to meet applicable legal, professional and regulatory requirements.
Client records are securely stored and maintained for the required retention period. When personal information is no longer required and there is no legal or professional obligation to retain it, reasonable steps will be taken to securely destroy or permanently de-identify the information.
Requests for Access to and Correction of Client Information
Clients may request access to, or correction of, the personal information Eryn Long holds about them at any time.
The counsellor may discuss the contents of the client's file with them and/or provide a copy of the information, subject to any applicable exceptions under the Privacy Act 1988 (Cth).
If Eryn Long is satisfied that personal information held about a client is inaccurate, out of date, incomplete, irrelevant or misleading, reasonable steps will be taken to correct the information, having regard to the circumstances.
All requests for access to or correction of personal information should be submitted to the Principal Counsellor via email at eryn@erynlong.com.
Requests will be acknowledged and responded to in writing within 28 days. An appointment may be arranged if further clarification is required.
Privacy Complaints
Eryn Long takes privacy concerns and complaints seriously.
If a client believes their personal information has been handled inappropriately, accessed without authorisation or disclosed in breach of this Privacy Policy, they may submit a privacy complaint in writing to the Principal Counsellor at: eryn@erynlong.com.
Eryn Long will acknowledge the complaint and take reasonable steps to investigate and respond to the concerns raised.
If a client is not satisfied with the response, or believes their privacy has not been appropriately protected, they may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
Office of the Australian Information Commissioner (OAIC)
Website: https://www.oaic.gov.au/
Telephone: 1300 363 992
Data Breaches and Notifiable Data Breaches Scheme
Eryn Long takes reasonable steps to protect personal information against unauthorised access, loss, misuse, interference, modification or disclosure.
In the event of a suspected or actual data breach involving personal information, Eryn Long will take appropriate steps to investigate, contain and assess the incident and reduce any potential harm.
Where an eligible data breach is identified under the Notifiable Data Breaches (NDB) scheme, Eryn Long will comply with its obligations under the Privacy Act 1988 (Cth), including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC), where required.
Affected individuals will be provided with information about the nature of the breach, the personal information involved and recommended steps they can take to protect themselves, where applicable.
Privacy Policy Review
This Privacy Policy may be reviewed and updated from time to time to reflect changes in applicable privacy legislation, regulatory requirements, industry guidelines or the way Eryn Long collects, uses, stores and manages personal information.
Any updates will be published on this website. We encourage you to review this Privacy Policy periodically to remain informed about how your personal information is handled and protected.
Where significant changes are made, we will take reasonable steps to bring those changes to your attention where appropriate.
Privacy Policy Updated: November 2026