Real strength starts when you stop carrying it alone.
Privacy Policy
Mens Online Counselling Australia
Last Updated: August 2026
Our Commitment to Your Privacy
Mens Online Counselling Australia is committed to protecting the privacy, confidentiality and security of personal and health information.
We provide online counselling services to clients throughout Australia and handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), applicable state and territory privacy and health-records requirements, and relevant professional and ethical obligations.
This Privacy Policy explains the types of personal information we may collect and hold, how that information is collected, used and protected, when it may be disclosed, and how you can access or correct your information or raise a privacy concern.
This policy should be read together with any additional privacy, consent and telehealth information provided to clients before counselling begins.
1. Information We May Collect
The information we collect depends on your interaction with us.
If you contact us with an enquiry, we may collect information such as your:
- name;
- email address;
- telephone number; and
- information you choose to include in your enquiry.
If you become a counselling client, we may also collect personal and health information reasonably necessary to provide counselling services, including:
- date of birth and contact details;
- address;
- emergency contact information;
- relevant demographic information;
- intake and assessment information;
- information about your health and wellbeing;
- presenting concerns and relevant personal history;
- information about current supports or treating professionals;
- counselling goals and plans;
- counselling notes and records;
- consent and other counselling documentation;
- appointment and administrative information;
- correspondence relating to your counselling; and
- payment and transaction information.
Health information is sensitive information under Australian privacy law and is handled with particular care.
2. How We Collect Information
We generally collect personal information directly from you.
Information may be collected when you:
- contact us through our website;
- email us or we telephone you;
- complete an intake form or questionnaire;
- book or attend a counselling appointment;
- communicate with your counsellor;
- provide information during a counselling session;
- make a payment; or
- complete consent or other counselling documents.
In some circumstances, information may also be received from another person or professional where you have authorised this, where it is unreasonable or impracticable to collect the information directly from you, or where collection is otherwise permitted or required by law.
If you provide personal information about another person during an enquiry or as part of counselling, we encourage you to provide only information that is relevant and appropriate to your enquiry or counselling support.
3. Why We Collect and Use Personal Information
We collect, hold and use personal information where reasonably necessary to provide and manage our services.
This may include:
- responding to enquiries;
- arranging and managing appointments;
- providing counselling services;
- understanding your circumstances, needs and goals;
- developing and reviewing counselling plans;
- maintaining appropriate counselling and clinical records;
- communicating with you;
- processing payments;
- responding appropriately to wellbeing or safety concerns;
- undertaking professional clinical supervision;
- managing complaints or enquiries;
- maintaining and improving our services; and
- meeting legal, ethical, insurance and professional obligations.
We do not sell personal or health information.
4. Counselling Records and Zanda Health
Mens Online Counselling Australia uses Zanda Health as its electronic practice-management system.
Client information such as intake forms, counselling notes, counselling plans, consent documentation, appointment information and other relevant client records may be maintained within Zanda.
For Australian accounts, Zanda states that customer data is stored in Australian data centres and protected using security measures including encryption. Zanda may use approved service providers and, in limited circumstances, information may be accessed or processed from outside Australia.
Client records are primarily maintained electronically within the practice-management system rather than as paper files.
Where information or a document needs to be temporarily processed on an authorised practice device for the purpose of transferring it to the client's electronic record, reasonable security measures are used and temporary copies are removed when they are no longer required.
5. Online Counselling and Healthdirect Video Call
Online counselling sessions are conducted using Healthdirect Video Call, a platform designed specifically for healthcare consultations.
Healthdirect Australia states that the Video Call platform does not store patient or call data and that the technology underpinning the service is developed and maintained in Australia.
Information you share as part of your counselling is managed by Mens Online Counselling Australia in accordance with our privacy, confidentiality, record-keeping and professional obligations.
6. Payments and Card Information
Card payments are processed using Stripe, including through payment functionality integrated with our practice-management system.
Where card details are provided over the telephone, they are entered directly into the payment system and are not written down or separately retained by Mens Online Counselling Australia.
We do not intentionally store full credit or debit card numbers in counselling records or on practice computers.
Payment providers may collect, use, store or process information in accordance with their own privacy, security and international data-processing arrangements.
7. Website Enquiries, Analytics and Cookies
When you visit our website, certain technical information may be collected automatically, such as information about your browser or device and how the website is used.
We may use website analytics services, including Google Analytics, to help us understand website use and improve the website and our services.
Our website may also use cookies or similar technologies for website functionality, security and analytics purposes.
Where applicable, you can manage your cookie preferences through the options provided on our website or through your browser settings.
Information provided through a website enquiry or contact form may be used to respond to your enquiry and, where appropriate, to arrange counselling services.
Please avoid including unnecessary sensitive or detailed health information in a general website enquiry.
8. Confidentiality and Disclosure
Information shared as part of counselling is treated confidentially.
Personal or health information will not generally be disclosed to another person or organisation without your consent, except where disclosure is required or permitted by law.
Information may be used or disclosed in circumstances including:
- where you have provided consent;
- where use or disclosure is reasonably necessary for the primary purpose for which the information was collected or another purpose permitted by applicable privacy law;
- where information needs to be shared with another professional involved in your care and the disclosure is authorised or otherwise permitted by law;
- where disclosure is required or authorised by law, including a valid court or tribunal order;
- where there is a serious concern relating to your safety or the safety of another person and disclosure is permitted or required under applicable law;
- where disclosure is otherwise permitted under applicable privacy or health-information legislation; or
- where authorised service providers require limited access to information in order to provide services on our behalf.
Where possible, lawful and appropriate, your counsellor will discuss a necessary disclosure with you.
More detailed information about confidentiality and its limits is provided to clients before counselling begins.
9. Clinical Supervision
Professional clinical supervision is an important part of maintaining safe and ethical counselling practice.
Counsellors may discuss aspects of their counselling work with an appropriately qualified clinical supervisor where permitted as part of professional practice.
Identifying information is minimised wherever reasonably possible, and professional confidentiality obligations apply.
Further information about clinical supervision and confidentiality is provided to clients as part of the counselling information supplied before services commence.
10. Third-Party Service Providers
Mens Online Counselling Australia uses selected third-party service providers to support the operation and delivery of the practice.
These may include providers of:
- practice-management and electronic client-record systems;
- secure video consultation services;
- payment processing;
- website hosting and website services;
- email and electronic communications;
- website analytics; and
- information technology and security services.
We take reasonable steps appropriate to the nature and sensitivity of the information involved when selecting and using service providers.
Third-party service providers may have their own privacy policies and information-handling practices.
11. Overseas Access and Processing
Some of the technology and service providers used by Mens Online Counselling Australia operate internationally.
Primary client records held through our Australian Zanda account are stored in Australia. However, some personal information may be accessed or processed outside Australia in limited circumstances through authorised support services, email infrastructure, payment processing, analytics or other technology providers.
Zanda advises that limited access to Australian customer data may occur through authorised support personnel in the United Kingdom and United States in certain circumstances.
Other service providers used by the practice, including payment, website, communications and analytics providers, may also process information outside Australia. The locations involved may vary according to the provider and the services being used.
Where personal information is disclosed to an overseas recipient, Mens Online Counselling Australia will take reasonable steps as required by applicable Australian privacy law in relation to the disclosure.
Where it is practicable to identify relevant overseas locations, this policy will be updated as necessary to reflect material changes to our information-handling arrangements.
12. Security of Personal Information
We take reasonable steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification or disclosure.
Measures may include:
- secure electronic practice-management systems;
- access controls and password protection;
- appropriate device and account security;
- secure telehealth systems;
- limiting access to client information to authorised persons;
- maintaining appropriate software and security practices;
- avoiding unnecessary paper or local copies of counselling records; and
- securely removing information when it is no longer required, subject to applicable legal, professional and record-retention obligations.
No electronic system or method of transmission can guarantee absolute security.
Our privacy and security practices are reviewed periodically and may be updated as technology, professional standards and legal requirements change.
13. Retention of Client Records
Client records are retained for periods required by applicable legal, professional, ethical and insurance obligations.
Different requirements may apply depending on the nature of the record, the client's circumstances and applicable state or territory requirements.
When information is no longer required to be retained, reasonable steps are taken to securely destroy or de-identify it where appropriate.
14. Accessing or Correcting Your Information
You may request access to personal information that Mens Online Counselling Australia holds about you.
You may also request that information be corrected if you believe it is inaccurate, incomplete, out of date, irrelevant or misleading.
Requests can be made by contacting the Privacy Officer using the details below.
There may be circumstances under Australian law where access cannot be provided in full or where particular information cannot be altered.
Where applicable, if access or correction is refused, we will explain the reason as required by law and consider any other steps required under applicable privacy or health-records legislation.
15. Privacy Concerns and Complaints
If you have a question or concern about how your personal information has been handled, please contact our Privacy Officer using the details below.
We will acknowledge and review privacy complaints, investigate the circumstances where appropriate and seek to respond within a reasonable timeframe.
We may contact you if further information is required to properly consider your concern.
If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC) or, where applicable, an appropriate state or territory privacy, health complaints or regulatory body.
16. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in legislation, professional requirements, technology, service providers or our information-handling practices.
The current version will be available on our website and will display the date it was last updated.
17. Contact Us
For privacy enquiries, requests for access or correction, or privacy complaints, please contact:
Privacy Officer
Mens Online Counselling Australia
Email: contact@mensonlinecounselling.com.au
Website: www.mensonlinecounselling.com.au