Privacy Policy

Last updated: 6 August 2026

1. About this Privacy Policy

Vida Life Counselling (“Vida Life”, “we”, “us” or “our”) respects your privacy and is committed to protecting the personal and sensitive information entrusted to us.

This Privacy Policy explains how we collect, hold, use, disclose and protect personal information when you:

• visit our website at https://vida-life.com.au;
• contact us by telephone, email or through our website;
• make or manage an appointment;
• receive counselling or another professional service from us;
• participate in professional development, supervision, workshops or training;
• interact with us through a referring professional, insurer or compensation provider; or
• otherwise communicate or deal with Vida Life Counselling.

We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable Australian laws.

Because we provide counselling and related health services, some of the information we collect is health information. Health information is sensitive information and receives additional protection under Australian privacy law.

2. Who we are

Vida Life Counselling provides counselling and professional support services, including:

• individual counselling;
• couples counselling;
• WorkCover counselling;
• compulsory third-party, or CTP, counselling;
• professional supervision;
• professional development, conferences, workshops and training; and
• bilingual counselling in English and Spanish.

Our contact details are:

Vida Life Counselling

22 Boron Street

Sumner QLD, Australia

QLD 4074

Mobile: 0434 973 149

Email: admin@vida-life.com.au

Website: https://vida-life.com.au

3. What is personal information?

Personal information is information or an opinion about an identified individual or an individual who is reasonably identifiable.

Depending on how you interact with us, we may collect:

• your full name;
• date of birth;
• pronouns or gender information where relevant to your care;
• residential or postal address;
• email address;
• telephone number;
• emergency contact details;
• occupation and employment information;
• appointment and scheduling information;
• payment, invoice and transaction information;
• private health insurance information;
• WorkCover or CTP claim information;
• insurer, employer or case-manager details;
• details contained in website enquiries, emails and other communications;
• your communication preferences;
• your IP address, browser, device and website-use information; and
• any other personal information you provide to us.

4. Sensitive and health information

To provide counselling and related services safely and appropriately, we may collect sensitive information, including:

• physical and mental health information;
• medical and counselling history;
• symptoms, concerns and reasons for seeking support;
• medications and treatment information;
• details about injuries or accidents;
• family, relationship and social history;
• information about your employment or workplace;
• cultural or linguistic information relevant to your care;
• sexual health, sexuality or gender-related information where relevant;
• information about trauma, grief, substance use or other personal experiences;
• clinical notes, assessments, treatment plans and progress notes;
• referrals, reports and correspondence from health practitioners;
• information provided by insurers, employers, lawyers or case managers;
• WorkCover Queensland and CTP claim information; and
• information required to assess risk to your safety or the safety of another person.

We generally collect sensitive and health information with your consent and only where it is reasonably necessary to provide our services or operate our practice.

In limited circumstances, we may collect, use or disclose sensitive information without consent where this is required or authorised by law.

5. How we collect information

We generally collect information directly from you when you:

• submit the contact form on our website;
• contact us by telephone or email;
• make an appointment through our online booking system;
• complete an intake, consent or assessment form;
• attend a counselling session;
• make a payment;
• participate in a workshop, supervision session or professional development activity; or
• otherwise communicate with our counsellors or administrative staff.

With your consent, or where authorised by law, we may also collect information from:

• your general practitioner or another healthcare provider;
• a psychologist, counsellor or allied health professional;
• WorkCover Queensland;
• a CTP insurer;
• a private health insurer;
• your employer or rehabilitation provider;
• a case manager;
• a lawyer or legal representative;
• a family member, partner, carer or support person;
• an emergency contact;
• another person involved in your care; or
• government agencies and other authorised organisations.

Where practical and lawful, you may interact with us anonymously or using a pseudonym.

However, this will generally not be practicable where we need to identify you to provide counselling, manage appointments, maintain clinical records, process rebates or communicate with an insurer or referring organisation.

6. Website enquiries

Our website contact form asks for your:

• first name;
• last name;
• email address;
• telephone number; and
• message.

We use this information to respond to your enquiry, contact you about our services and maintain an appropriate record of our communication.

Information submitted through the website contact form should be limited to what is necessary for your enquiry. Please avoid including detailed clinical, medical or highly sensitive information in the message field.

Submitting a website enquiry does not create a counsellor-client relationship and should not be used for urgent or emergency assistance.

7. Online Bookings and Halaxy

Vida Life Counselling uses Halaxy, an external practice-management and online-booking platform, to manage appointments and aspects of its clinical administration.

When you select a “Book online” link on our website, you are taken to a Halaxy booking page.

Halaxy may collect information such as your:

• name;
• date of birth;
• contact details;
• appointment preferences;
• practitioner selection;
• intake information;
• health or referral information;
• payment information; and
• other details required to manage your booking or clinical care.

Information entered directly into Halaxy is also handled in accordance with Halaxy’s own privacy policy and security practices.

We may use Halaxy to manage:

• appointments and reminders;
• client contact details;
• intake and consent forms;
• invoices and payments;
• clinical records and session notes;
• referrals and reports; and
• communications related to your appointments or care.

You should review Halaxy’s privacy information before submitting information through its platform.

8. Why we collect and use information

We may collect, hold and use personal and health information to:

• determine whether our services are appropriate for you;
• provide counselling and related health services;
• plan, deliver, review and document your care;
• manage appointments, cancellations and reminders;
• communicate with you about your treatment or services;
• respond to enquiries;
• maintain clinical and administrative records;
• process payments, invoices, claims and rebates;
• communicate with private health insurers;
• manage WorkCover Queensland or CTP referrals and claims;
• prepare reports requested or authorised by you;
• communicate with referring practitioners and other professionals involved in your care;
• provide professional supervision, training and professional development;
• manage safety, clinical risk and emergencies;
• meet professional, ethical, insurance and legal obligations;
• improve our services and business operations;
• maintain and secure our website and information systems;
• investigate complaints or incidents; and
• exercise or defend legal claims.

We will not use health information for an unrelated purpose unless you consent or the use is otherwise authorised or required by law.

9. Counselling confidentiality

Information discussed during counselling is treated as confidential.

We will generally only disclose information about your counselling with your consent. However, confidentiality may be limited where:

• you authorise us to share information with another person or organisation;
• disclosure is required or authorised by law;
• records are subpoenaed or otherwise required by a court;
• there is a serious threat to your life, health or safety or to another person’s life, health or safety;
• disclosure is necessary to lessen or prevent that threat;
• we are required to make a child-protection or other mandatory report;
• disclosure is necessary to manage a medical or other emergency;
• disclosure is necessary to obtain confidential professional supervision or advice;
• disclosure is reasonably necessary to establish, exercise or defend a legal or insurance claim; or
• information must be provided to an insurer, compensation authority or referring body as part of an authorised service arrangement.

Where lawful and practicable, we will discuss a proposed disclosure with you before it occurs.

10. Couples and multi-client counselling

When counselling is provided to a couple, family, group or multiple clients, information may be shared within the counselling relationship where this is necessary for the service and consistent with the agreed counselling arrangements.

Before beginning couples or multi-client counselling, the counsellor may explain how information provided individually will be handled.

Vida Life Counselling cannot guarantee that another participant in couples, family or group counselling will maintain the confidentiality of information disclosed during a session.

11. WorkCover and CTP services

Where you receive counselling under a WorkCover Queensland or CTP claim, we may collect or disclose relevant information to:

• WorkCover Queensland;
• a CTP insurer;
• your employer;
• a rehabilitation provider;
• a case manager;
• your general practitioner;
• another treating health practitioner;
• your lawyer or authorised representative; and
• another organisation involved in managing your claim.

This information may include:

• appointment attendance;
• functional capacity information;
• treatment plans;
• progress updates;
• reports;
• invoices;
• claim details; and
• other information reasonably required to provide the authorised service or manage the claim.

We will only disclose clinical information that is reasonably necessary, authorised by you, required under the relevant claim arrangement or otherwise permitted by law.

12. Private health insurance and payments

Where you seek a private health insurance rebate, we may collect and disclose information necessary to process or support the claim.

This may include your:

• name;
• membership details;
• service date;
• service type;
• provider information; and
• amount paid.

Payments may be processed using Halaxy or another banking or payment service. Payment providers may collect card or banking details directly.

Vida Life Counselling does not generally need to retain complete credit or debit card details in its own records.

Payment providers and financial institutions handle payment information under their own privacy policies and security practices.

13. Who we may disclose information to

Where reasonably necessary, authorised or required by law, we may disclose personal information to:

• Vida Life counsellors and authorised administrative staff;
• Halaxy and other practice-management or technology providers;
• payment processors and financial institutions;
• general practitioners and other healthcare providers;
• referring professionals;
• WorkCover Queensland;
• CTP and private health insurers;
• employers, rehabilitation providers and case managers where relevant to an authorised claim;
• lawyers and authorised representatives;
• professional supervisors and consultants;
• website hosting, maintenance, email and IT service providers;
• accountants, auditors, insurers and legal advisers;
• emergency services;
• child-protection authorities;
• courts, tribunals, regulators, law-enforcement bodies and government agencies;
• complaint-handling and professional bodies; and
• another party where you have authorised the disclosure.

We do not sell or rent personal or health information.

Where information is discussed during professional supervision, we take reasonable steps to limit identifying details unless identification is necessary and permitted.

14. Website cookies and technical information

Our website may automatically collect technical information when you visit it, including:

• your IP address;
• browser type;
• device type;
• operating system;
• pages viewed;
• referring website;
• links selected;
• approximate location derived from your IP address; and
• the date and time of your visit.

The website may use cookies and similar technologies to:

• operate essential website functions;
• maintain website security;
• remember language or display preferences;
• understand website performance;
• detect spam or misuse; and
• support embedded third-party services.

A cookie is a small file stored on your device. You can block or delete cookies through your browser settings, although doing so may affect some website functions.

15. Embedded content, Google reviews and external websites

Our website may display or link to content provided by third parties, including:

• Halaxy booking pages;
• Google reviews displayed through Trustindex;
• maps;
• videos;
• social media content;
• professional or referral partners; and
• external articles or resources.

Third-party content may collect technical information, set cookies or monitor how you interact with the embedded feature. This can occur as though you had visited the third party’s website directly.

Our website also contains links to external websites. Vida Life Counselling is not responsible for the privacy, security or content practices of those websites.

You should review the privacy policy of a third-party service before providing it with personal information.

16. Direct marketing

We will not use your health information for direct marketing without your consent.

We may occasionally send administrative updates, service information, professional-development information or other communications where you have requested them or where permitted by law.

You can opt out of non-essential marketing communications at any time by:

• selecting the unsubscribe link in an email, where available;
• replying to the communication; or
• emailing admin@vida-life.com.au.

Opting out of marketing will not prevent us from sending communications necessary to manage your appointments, payments, counselling or other requested services.

17. Overseas access and disclosure

Some technology, email, website, booking, cloud-storage or support providers may operate infrastructure or provide personnel outside Australia.

This may mean personal information is stored, processed or accessed in another country.

Before using an external provider, we take reasonable steps appropriate to the nature and sensitivity of the information to assess its privacy and security arrangements.

Where the Australian Privacy Principles require it, we will take reasonable steps to ensure an overseas recipient handles personal information consistently with Australian privacy requirements.

18. Information security

We take reasonable steps to protect personal and health information from:

• misuse;
• interference;
• loss;
• unauthorised access;
• unauthorised modification; and
• unauthorised disclosure.

Our safeguards may include:

• password-protected systems;
• access controls;
• multi-factor authentication where available;
• secure electronic practice-management systems;
• encrypted website connections;
• secure storage and backups;
• anti-malware and software updates;
• limiting access to authorised practitioners and staff;
• confidentiality obligations;
• secure disposal procedures; and
• procedures for responding to suspected privacy or data breaches.

No method of electronic communication or storage is completely secure. You should not use ordinary email or a website contact form to send highly sensitive information unless necessary.

19. Email, telephone and electronic communications

You may communicate with us by email, telephone, text message or through Halaxy.

Electronic communications can carry privacy and security risks. Messages may be delayed, intercepted, misdirected or accessed by another person who has access to your device or account.

By providing your email address or telephone number, you consent to us using those details for reasonable appointment, administrative and service-related communications.

Please tell us if you have particular communication preferences or do not wish to receive appointment information through a particular channel.

20. Record retention

We retain personal and health information for as long as reasonably necessary to:

• provide counselling and related services;
• maintain continuity of care;
• meet professional and ethical obligations;
• process payments and insurance claims;
• respond to complaints;
• satisfy insurance requirements; and
• comply with applicable legal record-retention requirements.

The required retention period may vary depending on:

• the type of record;
• the nature of the service;
• whether the client was an adult or a minor when the service was provided;
• an insurer or compensation arrangement;
• a complaint, investigation or legal proceeding; and
• applicable professional and legal obligations.

When information is no longer required, we take reasonable steps to securely destroy or permanently de-identify it, unless its continued retention is required or authorised by law.

21. Accessing your information

You may request access to personal or health information we hold about you.

Requests should be made by emailing admin@vida-life.com.au.

We may ask you to verify your identity before providing access. Depending on the circumstances, access may be provided through:

• a copy of the relevant record;
• an opportunity to inspect the record;
• an explanation or summary; or
• another appropriate method.

We will respond within a reasonable period.

We may refuse or limit access where permitted by law, including where access would:

• pose a serious threat to a person’s life, health or safety;
• unreasonably affect another person’s privacy;
• reveal confidential evaluative information;
• prejudice an investigation or legal proceeding;
• be unlawful; or
• otherwise fall within an authorised exception.

Where access is refused, we will generally provide written reasons and explain the available complaint process.

A reasonable administrative fee may apply where permitted by law. We will advise you of any proposed fee before processing the request.

22. Correcting your information

You may ask us to correct personal information that you believe is:

• inaccurate;
• out of date;
• incomplete;
• irrelevant; or
• misleading.

Correction requests should be sent to admin@vida-life.com.au.

We will take reasonable steps to correct the information where appropriate.

Clinical records will not ordinarily be altered in a way that removes the original professional record. Where appropriate, a correction, clarification or statement may be added to the record.

If we refuse a correction request, we will generally explain why and advise you of the available complaint process.

23. Data breaches

If we suspect that personal information has been lost or accessed or disclosed without authorisation, we will assess and respond to the incident.

Where an eligible data breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required by the Privacy Act 1988.

We may also take steps to:

• contain the incident;
• secure affected systems;
• investigate what occurred;
• reduce the likelihood of harm;
• improve our systems and procedures; and
• notify other regulators, insurers or professional bodies where required.

24. Privacy complaints

If you believe we have not handled your personal information appropriately, please contact us:

Email: admin@vida-life.com.au

Mobile: 0434 973 149

Postal address: Vida Life Counselling, 22 Boron Street, Sumner QLD 4074, Australia

Please include:

• your name and contact details;
• a description of your concern;
• relevant dates and communications; and
• the outcome you are seeking.

We will acknowledge your complaint, investigate it and respond within a reasonable period.

If you are dissatisfied with our response, you may lodge a complaint with the:

Office of the Australian Information Commissioner

Website: www.oaic.gov.au

Telephone: 1300 363 992

Post: GPO Box 5288, Sydney NSW 2001

You may also have a right to contact another relevant health, professional or complaints body.

25. Urgent assistance

Our website, email address and contact form are not monitored as emergency or crisis services.

If you or another person is in immediate danger, call 0434 973 149.

For urgent mental-health assistance, contact an appropriate crisis or emergency service or attend the nearest hospital emergency department.

26. Changes to this Privacy Policy

We may update this Privacy Policy when our services, technology, business practices or legal obligations change.

The latest version will be published at:

https://vida-life.com.au/privacy-policy

The “Last updated” date at the beginning of the policy indicates when it was most recently revised.

27. Contact us

Questions about this Privacy Policy or our handling of personal information can be directed to:

Privacy Officer

Vida Life Counselling

22 Boron Street

Sumner QLD, Australia

Email: admin@vida-life.com.au

Mobile: 0434 973 149