Very Helpful Chats Privacy Policy

Your privacy

At Very Helpful Chats, we are committed to protecting your privacy and handling your information in a way that feels safe, respectful, and transparent.

We follow the Australian Privacy Principles under the Privacy Act 1988 (Cth) when collecting, using, and storing your information.

This policy explains:

• what information we collect

• how we use it

• who we may share it with

• how we keep it secure
   

What information we collect

We collect personal and health information that is relevant to your care and to providing our services.

This may include:

• your name, date of birth, contact details, and address

• appointment and billing information

• health information, including history, reports, and assessments

• information shared during appointments, emails, phone calls, and messages

• documents provided by you or other professionals involved in your care

You may also choose to share additional information with us, such as feedback, preferences, or responses to forms.
 

How we collect your information

We collect information in a few different ways, including:

• when you complete intake or other forms

• during appointments

• through email, SMS, phone calls, or other communication

• via our website

• from other professionals involved in your care (with your consent, where required)

We use Halaxy as our client management system to securely store your information.

We may also:

• take clinical notes during sessions

• use secure tools to support note-taking and documentation

• store communication (such as emails or SMS) as part of your clinical record

If someone contacts us about you without your consent, we may review the message if there are concerns about safety or risk. We will not share information about you without your consent.
 

Payments and billing

Payments are processed through Halaxy’s secure system.

• Card details are stored securely by Halaxy

• These details are not visible to Very Helpful Chats staff

• Halaxy’s own privacy and security policies apply to payment processing
   

How we use your information

We use your information to:

• provide therapy, assessments, and other services

• communicate with you about appointments and your care

• send administrative updates and service information

• support supervision, training, and quality improvement

Your information may be used internally to support:

• clinical supervision

• team-based care

• service improvement

Where possible, information used for supervision, training, and service improvement will be de-identified.

Access is limited to relevant team members and only used on a “needs to know” basis.
 

Supervision and training

To support safe and high-quality care:

• Clinicians participate in supervision and case consultation

• Relevant information may be shared internally

• De-identified information is used in group settings where possible

If your clinician is a provisional psychologist or student, your information will also be shared with their supervisor as part of required oversight.

All supervisors are bound by strict confidentiality obligations.

You can let us know at any time if you have questions or concerns about this.
 

When we share your information

We will only share your information when it is necessary and appropriate.

This may include sharing information with:

• your care team (e.g. GP, psychiatrist, support providers)

• plan managers or funding bodies

• administrative or support staff within our service

• external providers who help us deliver our services (e.g. IT systems)

We will usually seek your consent before sharing your information.
 

When we may share without consent

There are some situations where we may need to share information without your consent, including:

• if there is a serious risk to your safety or someone else’s

• if required by law (e.g. subpoena, court order)

• if there are concerns about abuse or neglect

• to prevent or respond to serious threats to health or safety

• if required to report certain risks to authorities or regulatory bodies

These decisions are guided by legal and ethical obligations.
 

Medicare, DVA, and referrals

If you are accessing services through a referral (such as a Mental Health Treatment Plan or DVA referral), we may be required to share updates or reports with your referring practitioner in line with those requirements.

By providing your referral, you consent to this.
 

Other situations where information may be shared

We may also share information:

• to recover unpaid fees (e.g. debt collection)

• if required as part of a legal process

• if our business structure changes (e.g. sale or transfer), in line with privacy laws

• with third-party providers who support our systems (some may be located outside Australia)

Where possible, we take steps to ensure your information is handled securely.
 

Security of your information

We take reasonable steps to protect your information from:

• misuse

• loss

• unauthorised access

• modification or disclosure

This includes physical, electronic, and administrative safeguards.

However, no system is completely risk-free. Transmission of information (e.g. via email or internet) is done at your own risk.
 

Accessing your information

You have the right to:

• request access to your information

• request corrections if something is inaccurate or outdated

Requests can be made by contacting us at:
admin@veryhelpfulchats.com.au
 

In some situations, we may not be able to provide access (for example, where required by law).
 

Privacy complaints

If you have concerns about your privacy, you can contact us at:

admin@veryhelpfulchats.com.au or by completing this form here.

We take concerns seriously and will respond as soon as we can.
 

Changes to this policy

We may update this policy from time to time to reflect changes in our practices or legal requirements.

The most current version will always be available on our website.
 

Website use

When you visit our website, we may collect general information such as:

• browser type

• operating system

• pages visited

This helps us improve how our website works.

We may also use cookies to:

• recognise returning visitors

• understand website usage

• improve your experience

You can adjust your browser settings to disable cookies if you prefer.

Our website may include links to other websites. We are not responsible for the privacy practices of those sites.