All clients must complete the required intake documentation prior to their first appointment. This ensures we have accurate information and can provide safe and appropriate care. Appointments may be postponed or released if intake forms are not completed within the requested timeframe. Clients are responsible for ensuring their personal and contact details remain current throughout their time working with Hills Relationship Centre. Updated information may be requested where a significant period has passed since the last appointment or where circumstances have changed.

We are committed to protecting your privacy and maintaining your trust. Information you share with us is treated as confidential and is stored securely. Confidentiality will only be limited in specific legal or safety circumstances, including: • Where there is a serious and immediate risk of harm to you or another person • Where records are subpoenaed by a court of law • Where disclosure is otherwise required or authorised by legislation • Where you have provided written consent for us to share information with another person or professional (for example, a GP, lawyer, parent, or spouse) Where possible and appropriate, we will discuss any required disclosure with you. Children and Young People Confidentiality applies to children and adolescents. Parents or guardians may receive general updates about progress and wellbeing when the counsellor considers it appropriate and in the child’s best interests. Specific details shared in session are kept private unless one of the exceptions above applies. Use of Practice Systems and Third-Party Services To provide safe and effective care, Hills Relationship Centre uses secure clinical software and professional support platforms. These providers meet privacy and security standards consistent with Australian legislation. Cliniko (Practice Management System) We use Cliniko, a secure practice management system, to store and manage client records. This includes personal details, session notes, appointment history, and communication records. Cliniko protects your information through encrypted storage, secure servers, and strict access controls. Only authorised Hills Relationship Centre team members can access your file, and only where necessary for your care. Cliniko complies with Australian privacy legislation, including the Australian Privacy Principles (APPs). Upheal (Clinical Note-Taking Support) We also use Upheal to assist clinicians with note-taking and clinical reflection. Upheal processes limited session information to generate summaries and analytics that support clinical accuracy and reduce administrative load. Hills Relationship Centre has a data protection agreement with Upheal. Upheal operates in accordance with privacy regulations including the Privacy Act 1988 and applies administrative, technical, and physical safeguards to protect confidentiality and security. Further information is available at: www.upheal.io/privacy(http://www.upheal.io/privacy) Professional Supervision All counsellors at Hills Relationship Centre participate in professional supervision in line with the standards of the Australian Counselling Association (ACA) and related professional bodies. During supervision, cases may be discussed for professional development and safety of care. No identifying client information is disclosed.

If you would like us to, we can work collaboratively with schools/teachers, lawyers, or other professionals to support you more fully. With your permission, we can also share relevant updates about your progress with your GP, psychologist, or other allied health professionals to support your care. We will only share or request information from another person, professional, or agency with your explicit consent. Where this is needed, you will be asked to complete and sign a Consent to Disclose form specifying what information can be shared and with whom. Only information relevant to your care will be shared, and always within the limits you authorise.

In accordance with legal requirements, we maintain confidential client records. You may request access to or a copy of your file at any time. An administrative fee applies to cover preparation and processing. If you require a letter of support or a written report, additional fees will apply. A non-refundable deposit is required before work begins. Preparation of letters and reports can be time-intensive, particularly where court orders or legal requirements must be considered. Please contact our team to request a quote and estimated timeframe.

When working with children and families, the structure of sessions may vary and can include time with parents and the child together, or individually. For younger children, parents or guardians are typically involved to support the therapeutic process. For older children and adolescents, individual sessions may occur where clinically appropriate and agreed upon by all parties. The counsellor will determine the most suitable structure of sessions based on the child’s age, needs, and best interests.

Clients involved in family law proceedings, parenting disputes, or subject to court orders must inform Hills Relationship Centre prior to commencing counselling. We may request copies of relevant court orders or parenting agreements to ensure therapy is conducted in accordance with legal requirements. Hills Relationship Centre provides therapeutic support and is not a forensic or assessment service. Preparation of court letters or reports is at the discretion of the treating counsellor and additional fees apply.

Our payment policies are designed to keep appointments running smoothly and fairly for all clients. Card on File We require a valid card on file at the time of booking. Your details are stored securely and used only in accordance with this policy. Payment information is permanently removed once you are no longer a client of Hills Relationship Centre. Please ensure your payment details remain current. If payment for an initial appointment cannot be processed, the booking may be cancelled. Payment of Sessions Sessions are typically paid on the day of your appointment. This can be done in person via card or cash. For telehealth appointments, first sessions, late cancellations, or missed appointments, the card on file may be charged automatically. Cancellations and Rescheduling We kindly ask for at least 2 business days’ notice if you need to cancel or reschedule an appointment. Late cancellations or non-attendance will incur the full session fee.

To help keep our space safe for everyone, please attend your appointment only if you are well. If you are unwell, we can arrange a telehealth session instead — please contact us prior to your appointment to organise this. We may need to end or reschedule an appointment if you attend while unwell. Hills Relationship Centre is committed to maintaining a respectful and safe environment. Aggressive, abusive, or inappropriate behaviour toward staff or others will not be tolerated, and appointments may be discontinued where necessary.

Support is provided during scheduled appointments. We are unable to offer therapeutic support via phone, text, email, or social media between sessions. If you would like additional time or need to discuss something further, please arrange another appointment. To maintain professional boundaries and protect privacy, counsellors cannot connect with or communicate with clients through personal social media accounts.

Counselling is flexible. You’re free to change direction, take a break, or finish at any time. Your counsellor will usually check in about how things are feeling and whether the sessions remain useful. If your needs change, we can adjust the focus, spacing of sessions, or explore other supports if helpful.

Our counsellors are not a crisis service and are unable to provide urgent support outside of scheduled appointments. If you require immediate assistance, please contact one of the following 24-hour support services: • Lifeline — 13 11 14 • 1800RESPECT — 1800 737 732 • Kids Helpline — 1800 55 1800 • MensLine — 1300 789 978 • Suicide Call Back Service — 1300 659 467 • QLife — 1800 184 527 (3pm–midnight) If you or someone else is in immediate danger or you are concerned for your safety, please call 000.