Privacy Policy

Contact details: name, address, phone, email.

Emergency contacts, next of kin and substitute decision-makers.

Information about health, care and wishes at the end of life, where you choose to share it.

Information about your animal, their health and your vet.

Cultural, spiritual or religious practices that matter to you, where you choose to share them.

Notes about our sessions, including dates, hours and agreed actions.

Payment and invoicing details.

Anything you send me through the contact or booking form.

Your email address if you join the mailing list.

Conversations you have with the Ask Softly chat on this website.

To provide the support you have asked for, safely and well.

To contact you, and the people you have said I can contact.

To keep accurate records, as required by law.

To send invoices and receipts.

To reply to enquiries and manage bookings.

To send updates or newsletters, only if you have asked for them.

You can choose not to share some information, or to stay anonymous for a first enquiry. If I don't have information I need, I may not be able to offer some kinds of support safely.

Client notes are stored in secure, password-protected systems with two-factor authentication. Paper forms are scanned and then securely destroyed, or kept in a locked cabinet.

Only I can access client records.

Devices are password-protected and kept up to date.

I never discuss clients in public places, and never post anything that could identify a client without written consent.

I only share your information with your consent, which you can give or change at any time using the Consent to Share Information form. The exceptions are:

If I believe there is a serious threat to someone's life, health or safety.

If I believe a child or vulnerable adult is at risk of harm.

If the law requires it, for example a court order or subpoena.

I talk with a professional supervisor about my work, without using names or details that could identify anyone.

I use some trusted service providers to run my business, such as my website host, booking system, accounting and payment providers. They only receive what they need to provide their service. Some may store data overseas, including in the United States. I choose providers with strong security.

I keep client records for 7 years after our last contact, or until a young person turns 25 if that is longer, as required by NSW law. After that, records are securely deleted or destroyed. Website enquiries that don't lead to working together are deleted after 12 months.

You can ask to see the information I hold about you.

You can ask me to correct anything that is wrong or out of date.

You can withdraw consent to share information, or to be contacted, at any time.

You can unsubscribe from any emails using the link in each email.

Please email me at info.carolinaca@gmail.com. I will respond within 30 days.

If you have a concern about how I have handled your information, please contact me first at info.carolinaca@gmail.com. I will listen and respond within 7 days.

If you are not satisfied, you can contact:

Office of the Australian Information Commissioner: 1300 363 992, oaic.gov.au

NSW Information and Privacy Commission (health records in NSW): 1800 472 679, ipc.nsw.gov.au

I may update this policy from time to time. The latest version will always be on my website, with the date it was last updated.