Privacy Policy
Last updated: 1 September 2026
Neisha Cass Counselling respects your privacy and is committed to handling your personal information with care.
This policy explains what information I collect, why I collect it, how it may be used and disclosed, and how you can access or correct information held about you.
Neisha Cass Counselling handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Information I may collect
Depending on how you contact or work with me, I may collect:
your name and contact details, including your email address, telephone number and residential address
information included in an enquiry, referral or booking
appointment and attendance information
waitlist details, including the service requested, general availability, age confirmation and consent to be contacted
health information and other sensitive information that you choose to share or that is reasonably necessary for counselling
intake forms, consent forms, clinical notes and correspondence
emergency contact details
invoicing, payment, NDIS, private health rebate or funding information
information provided by a representative, referrer, support coordinator or other person acting with your consent or authority.
The website may also collect limited technical information, such as your IP address, browser, device, pages visited and interactions with the site. This information may be collected through Squarespace, cookies and similar technologies used to operate and understand use of the website.
How information is collected
Information may be collected:
through the website enquiry form
when you contact me by email, telephone or another agreed method
through the Cliniko booking and practice-management system
through intake, consent or other practice forms
during counselling appointments
through invoices, payments and rebate or funding arrangements
from a referrer, representative or another person, where you have provided consent or where collection is otherwise permitted by law.
You are welcome to share only what feels necessary when making an initial enquiry. More detailed or sensitive information can be discussed after contact has been established.
Why I collect and use information
I collect and use personal information where it is reasonably necessary to:
respond to enquiries
consider whether my services may be suitable for you
arrange and provide counselling services
communicate about appointments
maintain appropriate clinical and administrative records
process invoices, payments, rebates and NDIS-related administration
meet professional, ethical, insurance and legal obligations
respond to concerns or complaints
maintain the safety, security and operation of the practice.
Health and other sensitive information is collected with your consent unless collection is otherwise authorised or required by law.
If you choose not to provide information that is reasonably necessary, I may be unable to respond fully to an enquiry or provide a particular service.
Confidentiality and disclosure
Information shared in counselling is treated as confidential.
I do not sell, rent or trade your personal information.
Information may be disclosed:
with your consent
to someone you have authorised, such as a referrer, support coordinator, plan manager or another health professional
to service providers that support the operation of the practice, such as Cliniko, Squarespace, Google Drive, email, invoicing, payment, bookkeeping, information-technology or secure-storage providers
where required or authorised by law
where disclosure is reasonably necessary to lessen or prevent a serious threat to a person’s life, health or safety
where necessary to respond to legal, regulatory, insurance or professional obligations.
Where practical and appropriate, I will discuss a proposed disclosure with you before it occurs.
Website, booking and service providers
This website is hosted by Squarespace. Squarespace may collect technical and usage information when you visit the website and may process information in countries outside Australia, including the United States.
Cliniko is used for practice management and online appointment bookings. Information entered into Cliniko may be processed by Cliniko and its service providers in Australia and the United States.
Google Drive is used to store and manage basic waitlist and administrative information submitted through the website. This may include contact details, the waitlist selected, general availability, age confirmation and consent to be contacted.
Other providers may be used for email, invoicing, payments, bookkeeping or secure storage. These providers receive only the information reasonably necessary for the service they perform.
Where personal information may be disclosed or processed outside Australia, I take reasonable steps, where required, to ensure it is handled consistently with Australian privacy requirements. Privacy protections in another country may differ from those applying in Australia.
Storage and security
Reasonable steps are taken to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
These steps may include password-protected systems, access controls, secure practice-management software, device security and careful handling of paper and electronic records.
No method of transmission or storage is completely secure. Please avoid sending highly sensitive or urgent information through the website enquiry form or ordinary email.
Personal information is retained for as long as it is reasonably needed and as required by applicable legal, insurance and professional record-keeping obligations. When information is no longer required, reasonable steps are taken to securely destroy or de-identify it.
Access and correction
You may ask to access personal information held about you or request that inaccurate, incomplete or out-of-date information be corrected.
Requests can be made by emailing hello@neishacass.com.au. I may need to confirm your identity before responding.
Access may be limited in circumstances permitted by law. If access or correction cannot be provided, I will explain the reason where required.
Privacy concerns and complaints
If you have a question or concern about your privacy or the handling of your personal information, please contact:
Neisha Cass Counselling
Email: hello@neishacass.com.au
Please include “Privacy concern” in the subject line and provide enough information for me to understand and respond to the concern.
I will acknowledge and consider your concern and aim to respond within a reasonable period.
If you are not satisfied with the response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au.
Changes to this policy
This policy may be updated when the practice, website, service providers or legal requirements change.
The current version will be published on this website with its most recent update date.