Consent and Client Records Management Policy

This policy applies to all employees, contractors, and volunteers involved in providing counselling services at The Abbwell Group. It covers all aspects of consent and client records management, including collection, storage, access, disclosure, and disposal of records.

• Client Records: Any documentation containing information about clients, including personal details, session notes, assessments, and correspondence.

• Informed Consent: Voluntary agreement by a client to participate in counselling after being provided with sufficient information about the services, risks, and confidentiality.

• Confidentiality: The obligation to protect client information from unauthorised access or disclosure.

• Privacy Laws: Includes the Privacy Act 1988 (Cth) and the Information Privacy Act 2009 (Qld).

• Clients are provided with clear information about the counselling process, including:
  • The purpose and nature of the services.
  • The limits of confidentiality.
  • Their rights and responsibilities.
  • Fees and cancellation policies.
• Consent must be obtained in writing before commencing services. Verbal consent is acceptable in specific circumstances but must be documented in the client file.

• Consent is an ongoing process and should be revisited if the nature of the counselling changes or if new services are introduced.
• Clients have the right to withdraw consent at any time.

For clients under 18, parental or guardian consent is required, except in cases where the minor is deemed capable of giving informed consent under relevant laws.

• Only information necessary for service delivery is collected.
• Clients are informed of the purpose of data collection and how their information will be used.

• Records are stored securely in a password-protected electronic system.
• Measures are taken to prevent unauthorised access, loss, or damage.
• Cloud storage complies with Australian data security standards.

• Clients have the right to access their records upon written request, except in cases where access may cause harm to the client or others.
• Staff access to client records is restricted to authorised personnel and only for purposes related to service delivery.

• Information will only be disclosed with the client’s written consent, except where:
  • Required by law (e.g., court orders, subpoenas).
  • There is a risk of harm to the client or others.
  • Reporting is mandated (e.g., child protection concerns).

• Records must be retained for at least 7 years from the date of the last client interaction, or until the client turns 25 for minors, whichever is longer.
• Records are securely destroyed or permanently de-identified when no longer required.

• All staff must maintain strict confidentiality regarding client information.
• Breaches of confidentiality will result in disciplinary action and may lead to termination of employment.

The company’s privacy policy is made available to clients, outlining how their information is managed.

• All staff receive training on this policy and relevant legal requirements.
• Regular audits are conducted to ensure compliance with this policy.

This policy will be reviewed bi-annually or when there are changes to relevant laws or industry standards.

Clients can lodge complaints or enquiries about their records or privacy via the Abbwell Groups Website or by phoning 07 4179 0730. All complaints will be addressed promptly and transparently.