~ Re-awaken ~
Assuring your information and privacy is respected and treated with the upmost care.
At Tender Heart we want to make sure that you feel safe, supported and comfortable accessing our services. This means to us not only providing a high quality service but making sure that to the best of our ability we are keeping you informed, up to date and aware of everything you need to know about how we take care of your information, how you can give us feedback or even make a complaint, as well as a few other technical aspects of accessing the service.
Please take the time to read through the following information to make sure that Tender Heart is the right clinic for you. If you have any questions please feel free to discuss this with your practitioner or email Martin at firstname.lastname@example.org.
We hop you enjoy your experience with Tender Heart and we look forward to seeing you sometime soon in the clinic.
Privacy & Complaints Policy
Tender Heart Counselling & Complementary Therapies is committed to complying with the Privacy Act 1988, the Australian Privacy Principles 2014 and the privacy provisions of all applicable legislation.
When we collect personal information from an individual, we will ensure that we do so in a fair manner and that we let the individual know where and how to contact our organisation. We will only collect information that is necessary for one or more of our functions or activities.
We will advise individuals of the purpose for which their personal information is collected.
If we collect sensitivity information (as defined under the Act), we will treat it with the utmost security and confidentiality. We will ensure that it is not collected for any purpose, other than those for which we have obtained the individual's consent, unless the law requires otherwise, or other exceptional circumstances prevail as described under the Act.
Where an individual chooses not to provide requested information, we will advise that individual of the consequences this non-disclosure may have. For example, withholding certain information may limit our ability to provide relevant offers or services to individuals.
We will only disclose personal information in accordance with the Privacy Act.
This means personal information may be disclosed:
For the purpose for which we have advised that we are collecting it, and for related purposes that the individual would reasonably expect,
Where we have the consent of the individual to do so,
As required by law, or
Under other circumstances where permitted under the Act.
In the course of our business activity, we may need to disclose some of your personal information to relevant staff.
Unauthorised Disclosure or Access
As Tender Heart is committed to protecting the privacy of individuals, we will view unauthorised disclosure of, or access to, personal information by our employees or contractors, as a serious breach of this policy. Approrpriate action (which may include disciplinary or legal action) will be taken in such cases.
We will always provide individuals with a nil-cost way of contacting us to register a request to "opt-out" from receiving any product offers.
Access to Personal Information
Individuals will be able to access their personal information upon request, with that information provided within a reasonable timeframe. However, Tender Heart may occasionally need to deny access to information in accordance with the exemptions contained in the Act.
Our goal is to protect the personal information collected by Tender Heart and its associations. Personal information will be managed confidentially and securely and destroyed appropriately when no longer required.
We will monitor and implement appropriate technical advances or management processes, to safeguard personal information.
We will take all reasonable steps to ensure that the data we collect, use or disclose is accurate, complete and up to date, and has been obtained directly from individuals or other reputable sources.
Making a Complaint - Counselling & Coaching
To make a complaint about the counselling and coaching services offered to you through Tender Heart it is recommended that you read the following documents by the Australian Associaton of Social Workers:
A copy of these documents will be made available in the waiting room but alternatively can be located on the AASW website https://www.aasw.asn.au/information-for-the-community/making-a-complaint.
The AASW can provide information and guidance about the Ethics Complaints Management Process.
Complainants are strongly encouraged to contact the Senior Manager Professional Standards of the AASW prior to submitting a complaint to discuss the best process for resolving concerns.
The Senior Manager Professional Standards can be contacted at email@example.com or telephone (03) 9320 1033.
A complaint form is also available in the waiting room or upon request which can either be given directly to your practitioner or used in your further enquires with the AASW. All complaints received by Tender Heart are taken very seriously and will be investigated immediately. The aim is to resolve your complaint.
Privacy related enquires or concerns can be directed to Martin Gladman at Tender Heart.
Martin can be contacted via email: firstname.lastname@example.org or phone 0405 337 611.
Availability and Review of Policy
This policy will be reviewed from time to time and any amendments will be incorporated into the updated policy.
Services Agreement & Understanding
Counselling & Life Coaching Services
Martin Gladman is the founder of Tender Heart Counselling and Life Coaching Services.
Martin is trained as a Social Worker and currently holds a Bachelor of Social Work (Hons) from RMIT Melbourne and is a member of the Australian Association of Social Workers (AASW). He has also completed his Masters of Science in Medicine (HIV, STI & Sexual Health) Counselling Stream from Sydney University. This will qualify him as a psychosexual counsellor, clinical sexologist and sexual health educator. In his role as a social worker he adheres to the AASW Code of Ethics. A copy of this code is situated in the waiting room and can also be accessed from the AASW website www.aasw.asn.au.
Martin does not hold specific counselling or coaching qualifications but both counselling and coaching are classified and considered as a part of Social Work Activities as stated by the Australian Association of Social Workers therefore making him qualified to offer these services.