1. Introduction

These Terms & Conditions and Privacy Policy outline the conditions under which counselling services are provided by Bradley Benson and explain how personal information is collected, used, stored and disclosed. By engaging in counselling services or using this website, you agree to the terms outlined below.

Bradley Benson provides counselling services in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Australian Counselling Association (ACA) Code of Ethics and Practice.

2. Nature of Counselling Services

Counselling is a collaborative and professional service aimed at supporting emotional wellbeing, relationship development, identity exploration and psychological growth. Outcomes cannot be guaranteed, and progress depends on client engagement, circumstances and therapeutic fit.

Sessions may involve discussion of sensitive, personal or distressing material. Participation is voluntary, and clients may pause or cease therapy at any time.

Counselling services may be provided in person or via secure telehealth platforms.

3. Fees, Payments and Cancellations

Session fees are charged at the current published rate and are payable at the time of booking or session unless otherwise arranged. Current fees are available on the booking page.

Cancellations or rescheduling require notice in accordance with the practice cancellation policy. Failure to provide sufficient notice may result in a cancellation fee.

NDIS services are delivered in accordance with applicable NDIS Pricing Arrangements and, where applicable, are subject to a separate Service Agreement.

4. Medicare and Private Health Rebates

Medicare rebates are not available for counselling services.

Eligible BUPA private health members may be entitled to rebates depending on their level of cover. Clients are responsible for confirming rebate eligibility and amounts directly with BUPA.

5. Confidentiality

Confidentiality is central to the therapeutic relationship. Information disclosed in counselling sessions will not be shared with third parties without client consent except where required or authorised by law.

Limits to confidentiality include situations involving serious and imminent risk of harm to the client or others, mandatory reporting obligations (including child protection matters), compliance with a subpoena or court order, or other legal requirements.

Where practicable and safe to do so, clients will be informed prior to disclosure.

6. Collection of Personal Information

Personal information is collected directly from clients through intake forms, correspondence, online booking systems, telehealth sessions and during counselling sessions.

Information collected may include name, contact details, date of birth, emergency contact details, medical or mental health history, referral information, session content, clinical notes and billing details.

Only information reasonably necessary for the provision of counselling services and compliance with professional obligations is collected.

7. Storage and Security of Information

Client records are stored securely using Zanda, a secure practice management system designed for allied health professionals. Zanda utilises encryption and security safeguards to protect personal information.

Reasonable steps are taken to protect information from misuse, interference, loss, unauthorised access, modification or disclosure. Access to records is restricted and protected through password-secured systems and secure devices.

Records are retained in accordance with Australian legal requirements and professional standards under the ACA Code of Ethics and Practice.

8. Telehealth Privacy

Telehealth services are delivered using secure platforms with encryption and privacy safeguards. While reasonable steps are taken to protect confidentiality, no electronic communication system can be guaranteed to be completely secure.

Clients are responsible for ensuring they access telehealth sessions from a private location and secure internet connection where possible. By participating in telehealth services, clients acknowledge and accept the inherent privacy risks associated with internet-based communication.

9. Use of Heidi Health AI Documentation Support

With client consent, session documentation may be supported by Heidi Health AI, an artificial intelligence clinical documentation tool used solely to assist with preparation of clinical notes.

Heidi Health AI does not replace clinical judgement and does not make treatment decisions. It functions as an administrative support tool only. Any use of AI-supported documentation is conducted in accordance with Australian privacy legislation and professional ethical obligations.

No identifying client information is shared beyond what is required for secure documentation processing within approved systems. Clients may decline or withdraw consent for the use of AI-supported documentation at any time without affecting access to counselling services.

10. Access and Correction of Personal Information

Clients may request access to their personal information in writing. Reasonable steps will be taken to provide access unless legal or ethical exceptions apply, including circumstances where providing access may pose a serious threat to the life, health or safety of any individual.

Clients may request correction of inaccurate, incomplete or outdated information.

11. Website Use and Analytics

When visiting this website, limited non-identifying information such as browser type, IP address and pages visited may be collected for analytics and performance monitoring purposes. This information is used solely to improve website functionality and user experience.

Submission of contact forms or booking information is transmitted through secure systems.

12. Professional Conduct and Ethical Standards

Bradley Benson adheres to the Australian Counselling Association (ACA) Code of Ethics and Practice. All services, record keeping, confidentiality practices and professional conduct are guided by these ethical standards.

Clients who have concerns regarding privacy or professional conduct are encouraged to raise them directly. If concerns cannot be resolved, clients may contact the Office of the Australian Information Commissioner (OAIC) or the Australian Counselling Association.

13. Limitation of Liability

Counselling services are provided in good faith and in accordance with professional standards. Bradley Benson is not liable for outcomes arising from client decisions made outside of sessions. Clients remain responsible for their own decisions and actions.

14. Amendments to Terms

These Terms & Conditions and Privacy Policy may be updated from time to time to reflect changes in legislation, professional standards or practice procedures. The most current version will always be available on this website.

15. No After Hours Monitoring

Bradley Benson does not provide after-hours, on-call, or real-time crisis monitoring services.

Email, website enquiries, voicemail, and other forms of communication are checked during standard business hours only and are not monitored continuously. Responses may take up to 1–2 business days.

Clients must not rely on email, website contact forms, or voicemail for urgent or crisis support.

If you are experiencing escalating distress, suicidal thoughts, risk of harm, or require immediate assistance outside of scheduled sessions, you are responsible for contacting emergency services (000), attending your nearest hospital emergency department, or contacting an appropriate crisis support service.

By engaging in counselling services, you acknowledge and accept that Bradley Benson is not liable for any outcomes arising from delays in communication outside of business hours.

Crisis and Emergency Disclaimer

Counselling services provided by Bradley Benson are not a crisis, emergency, or acute mental health service.

Appointments are scheduled in advance and responses to emails or contact form enquiries are not monitored continuously. As such, this service is not suitable for individuals experiencing immediate risk of harm, suicidal crisis, or urgent psychiatric distress.

If you are experiencing a mental health emergency, are at immediate risk of harming yourself or others, or require urgent assistance, you must contact emergency services immediately by calling 000 (Australia), or attend your nearest hospital emergency department.

You may also contact:

• Lifeline: 13 11 14 (24-hour crisis support)

• Suicide Call Back Service: 1300 659 467

• Beyond Blue: 1300 22 4636

By engaging in counselling services, you acknowledge and agree that Bradley Benson is not responsible for providing emergency or crisis intervention outside of scheduled sessions.

Clients experiencing escalating risk between sessions are responsible for seeking appropriate emergency or crisis support services.