Our Commitment to Your Privacy
Crossroads Wellness Pty Ltd (ABN 93 702 133 202) is committed to protecting the privacy of every person who engages with our wellness and mental health services. This policy explains how we handle personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). It applies to all clients, prospective clients, website visitors and other individuals whose personal information we collect.
We understand that information about your health and wellbeing is deeply personal. We treat it with the utmost care, sensitivity and respect, and we collect only what we need to provide you with safe, effective and high-quality support.
What Information We Collect
Depending on your interaction with us, we may collect:
- Identifying information — such as your name, date of birth, gender and contact details.
- Health and wellbeing information — such as relevant history, presenting concerns, support needs, goals and progress notes, collected only with your consent.
- Service and enquiry information — such as details of your enquiries, referrals, appointments and feedback.
- Billing information — such as details necessary to issue invoices and process payments. We do not store your full card details on our systems.
- Website usage information — such as anonymised analytics data about how visitors use https://crossroadswellness.site.
How We Collect Your Information
We collect personal information directly from you wherever practicable — for example, when you complete a form on our website, send us an email, participate in an intake conversation, or attend a session. In some circumstances, we may receive information from a third party, such as a referring practitioner or support coordinator, but only where you have consented or where it is lawful to do so.
We do not collect sensitive information about you without your consent, unless the law permits or requires us to do so.
Why We Collect and Use Your Information
We collect, hold, use and disclose personal information for purposes including:
- Providing wellness and mental health services tailored to your needs;
- Responding to enquiries and coordinating appointments;
- Communicating with you about your care, progress and relevant updates;
- Managing billing, records and our professional and legal obligations;
- Improving our services, website and client experience.
We will not use or disclose your information for any other purpose without your consent, unless we are permitted or required to do so by law.
When We May Disclose Information
We may disclose personal information in limited circumstances, including:
- With your express or implied consent — for example, sharing information with your GP or another treating professional to support coordinated care;
- Where there is a serious risk to your safety or the safety of another person, or where disclosure is required by Australian law, a court order, or mandatory reporting obligations;
- To trusted service providers who assist us with functions such as secure hosting, email and record-keeping, under strict confidentiality and data protection obligations.
We never sell your personal information, and we do not disclose it for marketing purposes without your consent.
Security of Your Information
We take reasonable steps to protect personal information we hold from misuse, interference, loss and unauthorised access, modification or disclosure. This includes appropriate technical and organisational safeguards, controlled access to records and secure handling of electronic and physical files. When information is no longer required, and we are not legally obliged to retain it, we take reasonable steps to destroy or de-identify it.
Access to and Correction of Your Information
You have the right to request access to the personal information we hold about you, and to request corrections if you believe it is inaccurate, incomplete or out of date. To make a request, please email us at ceo@crossroadswellness.site. We will respond within a reasonable timeframe. In limited circumstances, we may decline access where permitted by law — if so, we will explain why and note your request.
Our Website and Cookies
Our website may use cookies and similar technologies to improve functionality and understand how visitors use the site. You can adjust your browser settings to refuse cookies; however, some features of the website may not function fully as a result. Analytics data collected via our website is anonymised and is not used to identify individual visitors.
Overseas Disclosure
Where practicable, we keep personal information within Australia. If we use a service provider that stores or processes data overseas, we take reasonable steps to ensure the recipient complies with the Australian Privacy Principles or is otherwise bound by equivalent protections.
Complaints and Privacy Concerns
If you have concerns about how we have handled your personal information, please contact us first so we can address the matter promptly:
Privacy contact: ceo@crossroadswellness.site
We will acknowledge your complaint, investigate it fairly and respond within a reasonable period. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be published on this page, together with the date of the most recent revision. Continued use of our services or website after an update constitutes acceptance of the revised policy.
Contact Us
If you have any questions about this Privacy Policy or how we handle personal information, please contact Crossroads Wellness Pty Ltd at ceo@crossroadswellness.site or via the form on our contact page.