Privacy Policy

Bridge in Between, we are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy outlines how we collect, use, disclose, and protect your personal information in the context of providing counselling services.

What Personal Information We Collect

We may collect personal information such as:

  • Your full name and date of birth

  • Contact details (e.g. phone number, email, address)

  • Emergency contact information

  • Medicare and/or private health fund details

  • Relevant medical, psychological, or treatment history

  • Notes from sessions or assessments

  • Payment or invoicing details

  • Information you provide via forms or correspondence


How We Collect Your Information

We collect information directly from you, including when you:

  • Complete intake or consent forms (online or in person)

  • Communicate with us via phone, email, our website, or social media

  • Attend in-person or online sessions

  • Use our practice management software (Splose) to book or manage appointments

  • Engage in Telehealth sessions using Zoom or Telehealth services


Why We Collect Your Information

Your information is collected to:

  • Deliver safe and effective counselling services

  • Schedule and manage appointments

  • Process payments or health fund claims

  • Comply with legal, ethical, and professional obligations

  • Maintain accurate clinical records

  • Improve our services


Use of Splose (Practice Management Software)

We use Splose, an Australian-based practice management platform, to securely:

  • Store client records and session notes

  • Manage bookings, invoicing, and payments

  • Send appointment reminders and forms

Splose complies with Australian privacy laws and uses encrypted data storage with servers located in Australia.


Use of Zoom (or other Telehealth Services)

We offer Telehealth sessions via Zoom, a video conferencing platform. While Zoom uses end-to-end encryption and is widely accepted in the healthcare sector, it is your responsibility to ensure your internet connection and location provide sufficient privacy.
We recommend:

  • Using a secure and private internet connection

  • Attending sessions in a confidential environment

  • Ensuring your Zoom and other Telehealth platform software is updated to the latest version
    We do not record Zoom sessions without your permission.

Disclosure of Personal Information

We will only disclose your personal information:

  • With your consent

  • When required or authorised by law (e.g. risk of harm, legal subpoena)

  • To health professionals or support services involved in your care, where appropriate

  • To trusted third-party service providers who assist with our operations (e.g. Splose, Zoom), under strict privacy agreements

We do not sell or share your data for marketing purposes.

Data Storage and Security

We take reasonable steps to protect your personal information through:

  • Password-protected software

  • Secure cloud-based storage with Australian servers

  • Firewalls and antivirus software

  • Access restricted to authorised personnel

Paper-based records (if used) are stored securely and disposed of according to professional standards.

Website and Cookies

Our website may collect non-identifiable information such as browser type, location, or pages viewed. Cookies may be used to enhance user experience and track website performance. You can disable cookies in your browser settings.

External Links

Our website or communications may contain links to external sites. We are not responsible for the content or privacy practices of those websites.

Changes to This Policy

We may update this Privacy Policy as needed. The current version will always be available on our website.