Lotus Life Counselling
Privacy Policy
ABN: 62 832 935 167
Website: www.lotuslife.com.au
Last updated: 18 October 2026
1. Our commitment to your privacy
At Lotus Life Counselling, your privacy, trust and confidentiality are important.
Lotus Life Counselling is an Australian sole-trader counselling practice offering individual online counselling and walk-and-talk counselling services.
We are committed to respecting your privacy and handling your personal and health information responsibly, in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable legal and professional obligations.
This Privacy Policy explains what information we collect, why we collect it, how we use and protect it, and how you can access or correct your information.
2. What information we collect
Depending on how you interact with Lotus Life Counselling, we may collect:
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Your name, email address, telephone number, address and date of birth.
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Appointment and booking details.
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Information provided through client intake and consent forms.
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Personal and health information relevant to counselling services.
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Counselling session notes and related professional records.
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Billing, invoicing and payment information.
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Information you provide when contacting us by email, through our website or through other communication channels.
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Website usage information collected through cookies and analytics technologies.
We aim to collect only the information reasonably necessary to provide our services and operate the practice.
3. How we collect information
We may collect information when you:
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Contact Lotus Life Counselling with an enquiry.
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Book an appointment through our website.
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Complete intake and consent forms through Halaxy.
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Attend a counselling session.
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Communicate with us directly by email.
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Interact with our website or AI Welcome Assistant.
Where appropriate and permitted by law, we may also receive information from a referring professional or organisation.
We generally collect sensitive health information directly from you, with your consent or where otherwise permitted by law.
4. How we use your information
We use personal information to:
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Respond to enquiries.
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Arrange and administer appointments.
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Provide professional counselling services.
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Maintain appropriate client records.
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Send appointment reminders and online counselling links.
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Manage invoices and payments.
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Communicate about your counselling services.
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Meet legal, ethical and professional obligations.
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Maintain, secure and improve our website and services.
Lotus Life Counselling does not currently send promotional newsletters or marketing email campaigns to clients or website visitors.
We do not sell client counselling records or personal health information.
5. Counselling records and Halaxy
Lotus Life Counselling uses Halaxy as its practice management system.
When you book through our website, relevant booking and contact details are entered into Halaxy to administer your appointment.
Halaxy is used for:
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Client intake and consent forms.
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Appointment administration and reminders.
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Online counselling session links.
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Counselling notes and professional client records.
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Related practice administration.
Clients complete their intake and consent forms through Halaxy.
Counselling records are managed separately from general website enquiries and AI chat conversations.
Halaxy handles information in accordance with its applicable privacy and security arrangements.
6. Website bookings and Wix
Our website is operated using Wix.
Wix supports website enquiries, online appointment bookings, payment options and other website functions.
When you make a booking, Wix and relevant service providers may process information necessary to provide those services.
Relevant appointment details are subsequently entered into Halaxy for counselling administration.
Counselling session notes and clinical records are not routinely stored in Wix.
7. AI Welcome Assistant
Our website may offer an AI-powered Welcome Assistant through Wix Smart Chat.
This assistant provides general information about Lotus Life Counselling, including available services, fees and booking options.
The AI Welcome Assistant is not a counsellor and does not provide counselling, diagnosis, mental health assessment or crisis support.
Visitors should avoid entering sensitive personal information, medical histories, detailed mental health concerns or confidential relationship information into the chat.
AI chat messages may be processed and stored by Wix and its technology providers. Previous conversations may remain visible when a visitor returns using the same browser or device.
AI chat conversations are not routinely transferred into counselling records held in Halaxy.
The AI assistant does not provide an immediate connection to Jessica or guarantee a personal follow-up.
For direct enquiries, please contact jessica@lotuslife.com.au.
If you are in immediate danger in Australia, call 000. For crisis support, contact Lifeline on 13 11 14.
8. Confidentiality of counselling information
Information shared within the professional counselling relationship is treated confidentially, subject to applicable legal, ethical and professional obligations.
There are circumstances in which information may need to be disclosed, including:
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Where you have provided appropriate consent.
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Where disclosure is required or authorised by law.
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Where disclosure is permitted by law to address a serious threat to life, health or safety.
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Where disclosure is otherwise permitted under applicable privacy legislation.
The limits of counselling confidentiality are also explained through the client intake and consent process.
9. Third-party service providers
Lotus Life Counselling uses external service providers to operate its website and manage counselling administration.
These include:
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Wix: Website hosting, enquiries, bookings and AI chat functionality.
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Halaxy: Practice management, client forms, appointment administration and counselling records.
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Google Analytics: Website traffic and usage analytics.
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Meta: Website tracking and measurement technologies associated with the Meta Pixel and related integrations.
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Usercentrics: Website cookie consent management.
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Email and payment service providers: Relevant communication and transaction processing.
These providers may process information on our behalf in accordance with their applicable privacy arrangements.
We take reasonable steps to consider the privacy and security practices of providers handling personal information.
10. Overseas processing and disclosure
Some technology providers used by Lotus Life Counselling operate internationally or use infrastructure and service providers outside Australia.
As a result, certain website, booking, communication or other personal information may be processed, stored or accessed overseas.
Where overseas disclosure occurs, Lotus Life Counselling will take reasonable steps to meet its obligations under applicable Australian privacy law.
Further information about individual providers' data handling is available through their published privacy policies.
11. Cookies and website analytics
Our website uses cookies and similar technologies to support essential website functions, understand website usage and manage relevant tracking integrations.
These may include technologies associated with Wix, Google Analytics, Meta and Usercentrics.
Where applicable, visitors are presented with a cookie consent banner that allows them to accept, reject or manage non-essential tracking technologies.
Essential technologies may operate where necessary for the website to function.
You can manage available cookie preferences through the website's privacy settings and may also control cookies through your browser.
Google Analytics helps us understand website traffic and visitor interactions. Meta tracking technologies may support website performance measurement and advertising-related functions.
We do not use Google Analytics or Meta Pixel as systems for maintaining counselling records.
12. Storage, security and retention
Lotus Life Counselling takes reasonable steps to protect personal and health information from misuse, loss, interference, unauthorised access, modification and disclosure.
Counselling records are maintained through Halaxy and retained in accordance with applicable legal and professional requirements.
General enquiries that do not result in a counselling relationship are retained only for as long as reasonably necessary to respond to the enquiry and manage related correspondence.
Information that is no longer required is securely deleted or de-identified where appropriate, subject to applicable legal obligations.
Information processed by external service providers may be subject to their respective retention and deletion arrangements.
13. Accessing and correcting your information
You may request access to personal or health information held about you or request correction of information that is inaccurate, incomplete or out of date.
Requests can be made by emailing:
Requests will be considered in accordance with applicable privacy legislation, including any lawful exceptions.
14. Privacy concerns and complaints
If you have concerns about how your personal information has been handled, please contact:
We will review your concern and respond within a reasonable timeframe.
If you are dissatisfied with the response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
Website: www.oaic.gov.au
15. Changes to this Privacy Policy
We may update this Privacy Policy to reflect changes to our services, technology or legal obligations.
The most recent version will be available on our website, together with its last updated date.
16. Contact information
Lotus Life Counselling
ABN: 62 832 935 167
Website: www.lotuslife.com.au
Email: jessica@lotuslife.com.au