Effective date: 24 August 2026
1. Introduction
Yalda Cassidy Counselling respects your privacy and is committed to protecting your personal and sensitive information.
This Privacy Policy explains how we collect, hold, use, disclose and protect your information when you visit our website, make an appointment or access counselling services.
We manage personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
2. Information We Collect
Depending on your interaction with us, we may collect:
Personal details, including your name, email address, telephone number, date of birth and emergency contact information.
Health and sensitive information you provide through intake forms, correspondence or counselling sessions.
Information relating to your mental health, wellbeing, relationships and personal circumstances.
Appointment, attendance and payment information.
Audio recordings and transcripts of online counselling sessions where you have consented to the use of Fireflies.ai.
Website information, including your IP address, browser, device and website-usage data collected through cookies and LeadConnector analytics.
Any other information you voluntarily provide through forms, appointment requests, emails or other communication with us.
Where practical, we collect information directly from you. In some circumstances, and with your consent or where otherwise permitted by law, information may also be obtained from a parent, guardian, partner, family member, referring professional or another relevant person.
3. Why We Collect and Use Your Information
We collect and use information where reasonably necessary to:
Respond to enquiries and provide counselling services.
Assess whether our services are appropriate for your needs.
Schedule, confirm and manage appointments.
Process payments and maintain business records.
Communicate with you about your appointments or care.
Create and maintain appropriate clinical records.
Meet professional, insurance and legal obligations.
Improve our website, services and client experience.
Protect the safety of clients and others.
Comply with applicable laws.
Sensitive and health information will generally be collected with your consent and used for the purpose for which it was collected, or for a directly related purpose you would reasonably expect.
4. Recording and Transcription of Online Sessions
With your explicit consent, Fireflies.ai may join counselling sessions conducted through Zoom to create an audio recording and written transcript.
You will be informed when recording begins, and Zoom will also provide an audible and visual recording notification. Consent will be discussed before Fireflies is used. For couples or family counselling, consent will be obtained from all participating clients.
You may decline recording or transcription without losing access to counselling services. If you do not consent, Fireflies will not be used for your session. You may also withdraw your consent for future sessions by advising Yalda Cassidy Counselling.
The audio recording is used only to create and verify the written transcript and will be deleted from Fireflies within seven days of the session. The transcript may be retained as part of your confidential clinical record for the period required by applicable legal, professional and insurance obligations.
Fireflies states that meeting content is not used to train its internal or external AI models. However, Fireflies processes and stores information through servers located in the United States.
5. How We May Disclose Your Information
Your information is treated confidentially. We do not sell or trade personal information.
Information may be disclosed:
With your consent.
To service providers needed to operate the practice.
To another health professional or service involved in your care, where you have consented or disclosure is otherwise permitted by law.
When required or authorised by law.
Where reasonably necessary to lessen or prevent a serious threat to the life, health or safety of you or another person.
To professional advisers, insurers or clinical supervisors where reasonably necessary and subject to confidentiality obligations.
When clinical work is discussed in professional supervision, identifying information will be limited wherever reasonably possible.
6. Service Providers
We use the following services to operate the practice:
LeadConnector for the website, appointment bookings, client-database management, practice communications, client records and website analytics.
Zoom for online counselling sessions.
Fireflies.ai for consensual audio recording and transcription of online sessions.
Jotform for intake and consent forms.
Stripe for payment processing.
GoDaddy for email services.
Payment-card information is processed by Stripe and is not stored directly by Yalda Cassidy Counselling.
These providers manage information under their respective privacy policies and may engage their own service providers or subprocessors.
7. Overseas Processing
Some of the service providers used by Yalda Cassidy Counselling operate internationally. Personal and sensitive information may therefore be stored or processed outside Australia.
Information is likely to be processed in the United States through LeadConnector, Fireflies.ai, Jotform, Zoom, Stripe and GoDaddy. It may also be processed in other countries where these providers or their subprocessors operate.
We take reasonable steps to select reputable providers with appropriate privacy and security protections. However, privacy laws in overseas locations may differ from Australian privacy laws.
8. Storage, Security and Retention
Personal and sensitive information is stored electronically using the service providers identified in this policy. Yalda Cassidy Counselling does not ordinarily maintain paper client records.
We take reasonable steps to protect information against misuse, interference, loss, unauthorised access, modification or disclosure. These measures include password protection, account-access controls and the use of reputable service providers.
Clinical records, including retained transcripts, are kept for as long as required by applicable legal, professional and insurance obligations. When information is no longer required, we take reasonable steps to securely delete or permanently de-identify it.
While reasonable safeguards are used, no electronic transmission or storage system can be guaranteed to be completely secure.
9. Accessing or Correcting Your Information
You may request:
Access to the personal information we hold about you.
Correction of information that is inaccurate, incomplete, out of date or misleading.
A copy of relevant personal information.
Further information about how your information has been handled.
Requests can be sent to [email protected]. We may need to verify your identity and will generally respond within 30 days.
In limited circumstances, access may be refused or restricted where permitted by law. If this occurs, we will explain the reason where legally permitted and advise you of the available complaint options.
Requests to delete information will be considered. However, some records may need to be retained to meet legal, professional, clinical or insurance obligations.
10. Cookies and Website Analytics
Our website uses cookies and LeadConnector analytics to support website functionality and understand how visitors use the website.
You can control or disable cookies through your browser settings. Disabling cookies may affect the operation of some website features.
11. Third-Party Links
Our website may contain links to external websites or services. Yalda Cassidy Counselling is not responsible for the privacy or security practices of those services. You are encouraged to review their privacy policies before providing personal information.
12. Data Breaches
If a data breach occurs, we will assess and respond to it in accordance with our legal obligations.
Where a breach is likely to result in serious harm, affected individuals and the Office of the Australian Information Commissioner will be notified where required.
13. Privacy Enquiries and Complaints
If you have a question, concern or complaint about how your personal information has been handled, please contact:
Yalda Cassidy Counselling
Email: [email protected]
We will acknowledge and investigate privacy complaints and aim to respond within a reasonable period.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner through www.oaic.gov.au.
14. Changes to This Policy
We may update this Privacy Policy when our practices, service providers or legal obligations change. The current version and its effective date will be published on this page.