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 Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the Health Records and Information Privacy Act 2002 (NSW) and other applicable privacy and 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 reasonably 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's privacy policy is available 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 only use or disclose your personal or sensitive information for the purposes for which it was collected, where you have provided consent, or where otherwise permitted or required by law. This may include disclosure in circumstances such as:
Where there is a serious or imminent threat to your life, health or safety, or the life, health or safety of another person
Where disclosure is required or authorised by law
Where required by a court order or other legal obligation
Where disclosure is permitted under applicable privacy or health-records legislation.
Where appropriate and legally permissible, I will discuss any proposed disclosure with you before information is disclosed.
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.
After your counselling relationship with The Inner Nest ends, your health information will be securely retained for at least 7 years from the last occasion on which a health service was provided. Where health information was collected while you were under 18, it will be retained until you turn 25, as required by NSW law. After this period, records will be securely destroyed or otherwise disposed of in accordance with applicable legal requirements.
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 via email to sonia@theinnernest.com.au 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 services, including the need for appropriate clinical records and safe and effective care, it may not be practicable to provide counselling services anonymously or under a pseudonym. Any request will be considered on a case-by-case basis where 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 acknowledge your concern and work with you to resolve the issue as promptly as reasonably possible.
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
Last updated: October 2026