Service information
Privacy & Confidentiality
This page explains the principles Clarvia applies when collecting and handling personal information. Final operational details must be confirmed against the systems and professional requirements in use before launch.
Review status: Draft for owner and appropriate Australian/Victorian privacy and professional review. Confirm record-storage location, access controls, retention periods, backup arrangements, payment provider and breach-response procedure before publication.
Information Clarvia may collect
Depending on how you interact with Clarvia, information may include your name and contact details, booking details, age-eligibility confirmation, location, general enquiry information, referral information provided with consent, payment status, intake and consent information, session notes and correspondence.
Please do not send detailed health or clinical information through ordinary email unless Clarvia has confirmed that this is appropriate.
Why information is collected
- To respond to enquiries and assess service suitability.
- To schedule, deliver and manage appointments.
- To obtain informed consent and provide counselling safely.
- To process or reconcile payments and cancellations.
- To communicate with an authorised referrer or other person when consent or law permits.
- To meet applicable professional, legal, safety and record-keeping obligations.
- To maintain and improve website and service operations using the minimum information reasonably needed.
Service providers and systems
Clarvia currently uses or expects to use third-party systems including Hostinger for website hosting, Calendly for scheduling, Google Forms for the introductory-call form, Google Meet for online appointments and email services for correspondence. Paid booking or payment services must be confirmed before launch. Each third party handles information under its own privacy and security terms, and may process or store information in other jurisdictions.
Clarvia must confirm the final configuration, permissions, response storage and access controls for each system before relying on it for personal or health information.
Storage, access, retention and deletion
Access should be limited to authorised people who need the information for service delivery or administration. Appropriate safeguards should be used for accounts, devices, records and backups. The exact systems, retention periods and secure deletion process are pending operational confirmation and will be added before launch.
Confidentiality and its limits
Counselling information is treated as confidential, but confidentiality is not absolute. Information may need to be disclosed where you consent, where disclosure is required or authorised by law, where necessary to respond to a serious threat to life, health or safety, or in other circumstances explained during informed consent. Clarvia will aim to involve you where it is safe and lawful to do so.
Access, correction and privacy enquiries
You may contact Clarvia to ask about personal information held about you, request access or correction, or raise a privacy concern. Some requests may be limited by legal or professional requirements.
Email: care@clarviawellness.com
If a concern cannot be resolved directly, information about privacy complaints is available from the Office of the Australian Information Commissioner. The OAIC generally expects you to complain to the organisation first.
Urgent and crisis information
Website forms, email and booking systems are not monitored for emergency triage. In an immediate emergency call 000. For crisis support in Australia, call Lifeline on 13 11 14.
Draft updated: 18 October 2026.