1. Overview
This Privacy Policy explains how Jordan Sbrana, trading as Sbrana Youth Wellness (“Sbrana Youth Wellness”, “we”, “us” or “our”), handles personal information.
Sbrana Youth Wellness provides counselling and related support services from Coolangatta, Queensland. Because counselling may involve health information, we take privacy and confidentiality seriously and aim to manage personal information consistently with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
2. Information we may collect
Depending on your relationship with us, we may collect:
- Names, dates of birth, pronouns and contact details
- Parent, carer, guardian or emergency-contact information
- Enquiry, referral, appointment and communication records
- Information about wellbeing, health, development, education, relationships and support needs
- Counselling notes, assessments, plans and progress information
- Consent forms, safety information and relevant risk information
- Billing, payment and transaction information
- Feedback, complaints and other correspondence
- Technical website information such as device, browser and basic usage data where collected by the website host or service providers
Health information and other sensitive information will generally be collected only where it is reasonably necessary to provide services and with appropriate consent, or where collection is otherwise permitted or required by law.
3. How information is collected
We may collect information:
- Directly from a young person, parent, carer or guardian
- Through website forms, email, telephone, messages or face-to-face conversations
- During intake, assessment and counselling sessions
- From an authorised referrer, school, health professional or other support person
- From payment, booking, email, website-hosting or form providers used by the practice
- Where authorised or required by law
Where practical, we will explain why information is being collected, how it may be used, and the consequences of not providing it. You may choose not to provide requested information, although this may limit our ability to respond to an enquiry, assess suitability or safely provide services.
4. How information may be used
Personal information may be used to:
- Respond to enquiries and determine whether the service may be suitable
- Arrange, confirm, change and manage appointments
- Provide counselling and related support
- Communicate with young people, parents, carers, guardians, referrers and other authorised people
- Manage consent, confidentiality, safety and duty-of-care obligations
- Process payments and maintain business, clinical and financial records
- Improve services, respond to feedback and manage complaints
- Comply with professional, ethical, insurance and legal obligations
- Protect the safety, rights and wellbeing of clients and others
We do not sell client information. We will not use sensitive health information for advertising or unrelated marketing without express consent.
5. Young people, parents and carers
Our work commonly involves young people. Capacity to understand and consent to the handling of information depends on the individual young person, the nature of the information and the circumstances.
We aim to explain privacy and confidentiality in an age-appropriate way. A parent or guardian may be involved in consent and service arrangements where appropriate. We also aim to respect the young person’s privacy and developing independence.
Information may be shared with a parent, guardian or another person where the young person consents, where this is part of the agreed service arrangement, or where disclosure is permitted or required due to safety, legal or professional obligations.
6. When information may be disclosed
We may disclose personal information:
- With the individual’s consent or the consent of an authorised representative
- To service providers supporting booking, email, website hosting, forms, payment, accounting, secure storage or professional administration
- To another health, education or support professional where authorised and relevant to care
- To professional supervisors, insurers, legal advisers or regulators where reasonably necessary
- Where required or authorised by a court, law, subpoena, warrant or regulatory obligation
- Where reasonably necessary to lessen or prevent a serious threat to life, health or safety
- Where there are concerns involving abuse, neglect, exploitation or another matter requiring action under applicable law or professional obligations
We take reasonable steps to limit disclosure to information relevant to the purpose for which it is being shared.
7. Storage, security and retention
Personal information may be held electronically and, where applicable, in paper form. Reasonable safeguards are used to protect information from misuse, interference, loss and unauthorised access, modification or disclosure.
Safeguards may include access controls, passwords, secure devices, locked storage, limited staff access, secure disposal and the use of reputable technology providers. No internet or storage system can be guaranteed to be completely secure.
Information is retained for as long as reasonably necessary to provide services and meet legal, professional, insurance and record-keeping requirements. When information is no longer required, reasonable steps will be taken to securely destroy or de-identify it, subject to any obligation to retain it.
8. Website forms, cookies and third-party services
Information submitted through this website is used to respond to enquiries and manage service requests. Please avoid placing urgent or highly sensitive clinical information in a general website enquiry form.
The website may use essential cookies or collect basic technical information through the website host. If analytics, advertising pixels, online booking, payment or embedded third-party services are added, those providers may process information under their own privacy terms.
Links to external websites are provided for convenience. We are not responsible for the privacy practices or content of external websites.
9. Overseas processing
Some technology providers may store or process information outside Australia. Where overseas providers are used, we will take reasonable steps appropriate to the circumstances to understand and manage privacy risks. The countries involved may depend on the providers selected for website hosting, email, forms, booking, payment and data storage.
10. Access and correction
You may request access to personal information we hold about you, or ask for information to be corrected if it is inaccurate, out of date, incomplete, irrelevant or misleading.
Requests should be made using the contact details below. We may need to verify identity before responding. Access may be limited or refused in circumstances permitted by law, including where providing access would unreasonably affect another person’s privacy or create a serious safety concern.
11. Privacy questions and complaints
If you have a privacy question or complaint, please ensure to include enough detail for the matter to be understood and investigated. We will aim to acknowledge the concern and respond within a reasonable period.
12. Changes to this policy
This policy may be updated when our services, providers, legal obligations or information-handling practices change. The current version will be published on this website with its updated date.