Privacy Policy
Last Updated: 08 December 2025
1. Purpose of This Privacy Policy
The Listening Room is committed to providing counselling services that uphold the dignity, safety, privacy, and autonomy of all service users. This Privacy Policy outlines how we collect, store, use, disclose, and protect personal information in accordance with the AASW Code of Ethics and applicable Australian privacy laws.
2. Our Ethical Commitment to Privacy
The Listening Room adheres to the AASW requirement to respect the rights of service users to privacy, confidentiality and responsible use of personal information. This includes obtaining informed consent, limiting intrusion into privacy, and ensuring confidentiality across all practice contexts.
3. What Information We Collect
We collect only information that is essential for providing counselling services, which may include:
Contact details
Demographic information
Clinical, psychosocial, and mental-health history
Session notes and assessments
Information relevant to safety, risk, or wellbeing
Information required by law
Consistent with the AASW Code, we take care not to intrude unnecessarily on service users’ privacy when seeking information.
4. How Information Is Collected
Information may be collected through:
Online booking systems
Intake forms
Email or telephone communication
Online platforms (telehealth)
Face-to-face sessions
Third-party referrals (with consent, unless exempted by law)
5. How We Use Your Information
Personal information is used only for:
Providing counselling and support
Assessment and treatment planning
Case coordination (with consent)
Meeting legal or ethical obligations
Quality improvement and service administration
We comply with the AASW requirement that information is used only for the purpose for which it was acquired, unless written consent is provided for another purpose or disclosure is permitted by law.
6. Limits of Confidentiality
Confidentiality is central to therapeutic practice. However, there are specific circumstances where disclosure may be required. These include situations where:
There is an identifiable risk of harm to you or another person
Disclosure is required by law, such as under subpoena
Consultation or supervision is needed to ensure quality and safety (with privacy preserved)
A child or young person is at risk of harm
Information is needed to prevent a serious threat to life, health, or safety
These exceptions follow AASW clause 5.4.5, which outlines the narrow and legally defined circumstances in which confidential information may be released.
When disclosure without consent occurs, we follow the AASW requirement to notify the service user unless this would increase risk or is legally restricted.
7. Confidentiality in Online & Digital Practice
As an online and face-to-face service, The Listening Room complies with AASW requirements to use appropriate technologies to ensure confidentiality, secure communication, and secure record-keeping, including:
Encrypted telehealth platforms
Secure cloud-based practice software
Encrypted email where possible
Identity verification when needed
8. Record Management and Storage
In accordance with AASW clauses 5.5.1 – 5.5.15, we ensure that:
Records are accurate, relevant, objective, and timely
Records are stored in secure electronic systems with password protection
Access is restricted to authorised practitioners only
Anti-virus, firewall, and cybersecurity protections are maintained
Backups are stored securely
Records are retained or destroyed according to Australian legal requirements
9. Access to Your Information
You have the right to request access to your personal information. Access may be refused only when there are compelling legal, ethical, or safety-related reasons, in accordance with AASW clause 5.5.7.
If access is refused, we will inform you of available review or complaint options.
10. Complaints Regarding Privacy
If you have concerns about your privacy or believe that your information has been mishandled, you may:
Raise the concern with your practitioner
Submit a written complaint to The Listening Room
Contact the Office of the Australian Information Commissioner (OAIC)
Contact the AASW Ethics Consultation Service
The AASW Code requires us to advise service users of complaint pathways and respond appropriately.
11. Informed Consent
Before commencing services, The Listening Room will explain:
The nature and purpose of counselling
What information will be collected
How it will be used
The limits of confidentiality
Who may have access to records
Your rights to withdraw consent
This follows the AASW informed-consent obligations under clauses 5.2 and 5.3.
12. Services for Children and Young People
In line with AASW clauses 5.3.4 – 5.3.7, The Listening Room:
Assesses a young person’s capacity to give informed consent
Protects confidentiality for competent minors
Obtains guardian consent where required by law
Provides age-appropriate explanations of privacy and rights
13. Third-Party Access to Information
We will only disclose information to third parties when:
You have provided explicit consent
Disclosure is legally required
There is a clear and identifiable risk of harm
It is necessary for professional supervision (with identifying details protected)
14. Data Breaches
Should unauthorised access or disclosure occur, we follow AASW clause 5.5.11, which requires:
Prompt notification to affected service users
Steps to reduce harm
Compliance with the Notifiable Data Breach scheme
15. Contact Us
For any questions or concerns about this Privacy Policy, please contact:
The Listening Room – Canberra, ACT
Email: privacy@thelisteningroomau.com