Privacy Policy

Susan Michell, trading as Susan Michell | Holistic Counsellor & Wellbeing Coach (“I”, “me” or “my”), respects your privacy and is committed to protecting the personal and health information entrusted to me.

​

This Privacy Policy explains how I collect, hold, use, disclose and protect personal information across my website, counselling and coaching services, classes and workshops.

​

I handle personal information in accordance with applicable Australian privacy law, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). As a private health service provider operating in NSW, my handling of health information is also governed by the Health Records and Information Privacy Act 2002 (NSW) and the Health Privacy Principles (HPPs).

​

This Policy applies to services provided through:

• susanmichell.com.au

• holistic counselling and coaching, in person and online via Zoom

• mindfulness, meditation and qigong

• classes and workshops

• other services provided by Susan Michell

​

Counselling and coaching services may also be governed by a separate informed consent and client agreement.

​

1. Who I Am

Business name: Susan Michell | Holistic Counsellor & Wellbeing Coach
ABN: 66 861 472 376
Country of operation: Australia
Contact: hello@susanmichell.com.au

​

I am responsible for the personal information I collect and hold.

​

2. Information I Collect

The information I collect depends on the service you use.

​

General personal information

This may include your name, email address, mailing address, telephone number, communications you send to me, bookings and class or workshop registrations, payment and transaction records, marketing preferences, IP address, browser and device information, website usage information, and information collected through cookies and similar technologies.

​

Health and sensitive information

When providing counselling, coaching or other health-related services, I collect health information and other sensitive personal information reasonably necessary to provide those services.

This may include information about your psychological and emotional health, personal and family history, relationships, trauma history, neurodivergence, medications, previous or current health care, risk and safety, goals and other information you share during our sessions.

Information collected in the course of providing a health service is treated as health information and protected accordingly. Clinical information may be recorded in session notes and other client records.

My website is not intended to collect detailed clinical information. Please do not submit sensitive clinical information through website forms or social media unless I specifically request it through an appropriate channel.

​

3. How I Collect Information

I may collect information through:

• bookings, including the free 15-minute call

• class and workshop registrations

• newsletter subscriptions

• intake processes

• counselling and coaching sessions

• communications you send directly to me

• contact forms

• social media

• cookies and analytics

• payment and booking systems

​

Most health information is collected directly from you. Where information is collected from another person or organisation, I do so where you have given consent or where collection is otherwise permitted or required by law.

​

4. How I Use Information

I may use personal information to:

• provide counselling, coaching and wellbeing services

• maintain appropriate client records

• deliver classes and workshops

• manage bookings and payments

• communicate with you about services you have requested or booked

• respond to enquiries and provide support

• send marketing communications where permitted

• operate and improve my website and services

• administer my business

• maintain security

• meet professional, insurance, taxation, legal and regulatory obligations

• respond to circumstances where use or disclosure is authorised or required by law

​

Health information is only used or disclosed for the purpose for which it was collected, a directly related purpose you would reasonably expect, with your consent, or where otherwise permitted or required by law.

​

5. Artificial Intelligence

I do not use artificial intelligence (AI) tools or AI-assisted technology in my practice. Your personal and health information is never entered into, recorded by, transcribed by or processed through AI services.

 

6. Payment Information

Payments are processed through third-party payment providers. I do not store complete payment card details. Where payment details are retained for authorised future transactions, they are held within that provider’s system rather than in my business records.

​

7. Service Providers and Disclosure

I use third-party providers to operate parts of my business. Depending on the services you use, these may include providers of:

• website hosting and online bookings

• payment processing

• email and communications

• videoconferencing

• cloud and data storage

• accounting and administration

​

Current providers may include Wix and Zoom.

​

I may also disclose information to professional advisers, insurers, technology support providers or authorities where reasonably necessary, authorised by you, or required or permitted by law.

I do not sell personal or health information. I do not disclose health information to third parties for their own direct marketing.

​

8. Overseas Processing and Storage

Some of the technology providers I use may store or process information outside Australia. Where health information is involved, I take its sensitivity and applicable Australian and NSW requirements into account when selecting and configuring services. I take reasonable steps to use providers with appropriate privacy, security and contractual safeguards.

​

9. Storage and Security

I take reasonable steps to protect personal and health information from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include:

• password and device security

• multi-factor authentication where available

• encryption provided by relevant services

• restricting access to authorised people

• selecting reputable technology providers

• minimising unnecessary copies of sensitive information

• maintaining appropriate backups

• securely deleting information when it is no longer required

​

No electronic system can be guaranteed to be completely secure. If a privacy or data security incident occurs, I will investigate and respond in accordance with applicable law, including the Notifiable Data Breaches scheme where applicable.

​

10. Client Records and Data Retention

Different information is retained for different periods according to its purpose and applicable legal requirements.

​

General business and transaction records may be retained for periods required by taxation or other laws.

​

For private health service providers in NSW, adult health records are generally required to be retained for at least seven years from the last occasion on which a health service was provided. Where health information was collected while a person was under 18, records are generally retained until the person reaches 25 years of age.

​

I may retain information for longer where required or permitted by law, or where reasonably necessary for legal, insurance or professional purposes.

​

11. Access and Correction

You may request access to the personal or health information I hold about you and ask me to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. Some exceptions to access may apply under privacy or health records legislation. I may need to verify your identity before providing access.

​

12. Deletion Requests

You may ask me to delete personal information I hold. Whether information can be deleted depends on the type of information and my legal and professional obligations. I may be required to retain client records, financial records and certain other information for prescribed periods even where deletion has been requested. Where information is no longer required and there is no legal or professional reason to retain it, I take reasonable steps to securely delete or de-identify it.

​

13. Cookies and Website Analytics

My website may use cookies and similar technologies to operate the site, improve your experience and understand website traffic. You can control cookies through your browser and, where available, website consent settings. Disabling some cookies may affect website functionality.

​

14. Marketing Communications

I may send marketing communications where you have opted in or where otherwise permitted by law. You may unsubscribe at any time through the link in marketing emails or by contacting me. Health information is not used for direct marketing without your specific consent. I do not provide personal information to third parties for their own marketing.

​

15. Complaints

If you have a concern about how I have handled your personal or health information, please contact me first so I can look into it and respond.

​

Email: hello@susanmichell.com.au

​

You may also have the right to make a complaint to:

• Office of the Australian Information Commissioner (OAIC), for matters under the Privacy Act 1988 and Australian Privacy Principles

• Information and Privacy Commission NSW (IPC NSW), for matters under the Health Records and Information Privacy Act 2002 (NSW)

• ​

16. Changes to this Policy

I may update this Privacy Policy to reflect changes in my services, technology providers, professional requirements or applicable law. The current version will be published with its most recent update date.

​

Contact

Susan Michell | Holistic Counsellor & Wellbeing Coach
ABN: 66 861 472 376
Email: hello@susanmichell.com.au