the inner nest counselling privacy policy

Sonia Scali from The Inner Nest (“I”, “my practice”) recognises that the personal and sensitive information shared within counselling requires the highest level of privacy and protection. I am committed to managing your information in accordance with the Information in the latest version of the Privacy Act 1988, the Australian Privacy Principles (APPs), and relevant NSW health records legislation.

This policy explains how your information is collected, used, stored, and protected when you engage with my services.

Personal and sensitive information collected

I may collect personal and sensitive information, including:

  • Name, contact details, and emergency contact

  • Date of birth, cultural background, migration history (if shared)

  • Physical and mental health history, and relevant medical practitioner details

  • Information shared during sessions, intake forms, emails or phone calls

  • Payment details (processed securely through third-party systems)

  • Clinical notes and documents supporting your therapeutic care

 I only collect information necessary for safe and effective counselling.

How information is collected

Information is collected through:

  • Intake forms and questionnaires

  • Sessions (in person or online)

  • Phone calls, emails, and direct communication

 The Inner Nest uses Cliniko, a secure practice-management platform, for client records and clinical notes. Cliniko complies with Australian privacy requirements. You can review their privacy policy at: https://www.cliniko.com/policies/privacy/

No sessions (audio or video) may be recorded by either party without explicit prior written consent.

Purpose of collecting and using information

Personal and sensitive information is collected for:

  • Providing safe and effective counselling services

  • Understanding your background and therapeutic needs

  • Maintaining accurate clinical notes

  • Supporting your wellbeing and continuity of care

  • Administrative and billing purposes

  • Meeting legal and professional obligations

Information is not used for any purpose unrelated to your care.

 Disclosure of information

The Inner Nest will not disclose your personal or sensitive information to any third party without your written consent, unless required or authorised by law. Examples include:

  • Serious or imminent threats to your safety or the safety of others

  • Child protection concerns

  • Court orders or legal requirements

  • Mandatory reporting obligations

  • Situations permitted under the Privacy Act

Where possible and appropriate, you will be informed before disclosure.

How your information is stored and protected

The Inner Nest takes all reasonable steps to keep your information safe.

  • Records are stored securely in Cliniko, which uses encrypted, industry-standard security.

  • Physical documents (if any) are securely stored.

  • Payment information is processed through secure third-party systems.

On the cessation of connection with The Inner Nest, the personal information will be held securely for 7 years, after the last session. Records for clients under 18 are kept until the client turns 25, as required by NSW law. After this time, records are securely destroyed or archived within Cliniko.

Accessing or updating your information

You may request access to your information or ask for corrections if details are inaccurate or outdated. Requests must be made in writing, and I will respond within a reasonable timeframe in accordance with the Privacy Act and NSW health-record requirements.

Anonymity and pseudonyms

Due to the nature of counselling, anonymity or pseudonyms are generally not possible. Some exceptions may be discussed if clinically and legally appropriate.

Use of government identifiers

The Inner Nest does not use government-issued identifiers (e.g., Medicare numbers) for my own internal purposes.

How to make a complaint about breach of privacy 

If you have a concern, question, or complaint about how your personal information has been handled, please email sonia@theinnernest.com.au. I will respond promptly and work with you to resolve the issue.

If you are not satisfied with the outcome, you may contact the Office of the Australian Information Commissioner (OAIC): 1300 363 992 | oaic.gov.au