Ros Wilson Counselling and Coaching is committed to protecting the privacy, confidentiality, and security of personal information provided by clients, website visitors, and service users. This Privacy Policy explains how we collect, use, store, and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, as well as professional standards required by the Australian Counselling Association.
By using our website or engaging our services, you consent to the practices described in this policy.
This policy was last updated on: 15/04/2026 and may be updated from time to time and will always be published on this page.
If you have any questions about this Privacy Policy or how your personal information is handled, please contact:
Ros Wilson Counselling & Coaching
Email ros@roswilson.com.au
We collect personal information necessary to provide counselling, coaching, and related services which may include;
Some information collected may be classified as sensitive information under Australian privacy law, particularly health information. This information is only collected with your consent and when it is reasonably necessary to provide professional services. Information may be collected through:
Personal information is used for the following purposes:
You may unsubscribe from marketing communications at any time using the unsubscribe link in emails or by contacting us directly.
We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure. Information may be stored through secure digital platforms used to manage counselling services and communications.
Examples of service providers may include:
Some service providers may store data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure these providers meet appropriate privacy and security standards. Client records are stored in accordance with professional record-keeping requirements.
All personal information shared within counselling sessions is treated as confidential. However, there are circumstances where information may be disclosed, including where:
These limits to confidentiality are consistent with professional standards of the Australian Counselling Association.
We do not sell, rent, or trade personal information. Personal information may be shared with trusted service providers who assist us in operating our business, including:
These providers are required to maintain the confidentiality and security of your information.
When you visit our website, certain non-identifiable information may be collected automatically to help improve user experience. This may include:
Cookies or analytics tools may be used to collect this information. This data is used only for website improvement and general analytics. You may disable cookies through your browser settings.
You have the right to request access to the personal information we hold about you and to request corrections if the information is inaccurate or incomplete. Requests can be made by contacting us directly using the details below.
Client records are retained in accordance with professional and legal record-keeping requirements. For counselling services, records may be retained for a minimum period required under professional guidelines and applicable laws.
Our website may contain links to external websites for your convenience. We are not responsible for the privacy practices or content of third-party websites. We encourage users to review the privacy policies of any external sites they visit.
This Privacy Policy may be updated periodically to reflect changes in legal requirements, professional standards, or business practices. The most current version will always be available on our website.
At Ros Wilson Counselling and Coaching, we understand that unexpected events can occur. Illness, family matters, work commitments, and travel disruptions can sometimes make it difficult to attend an appointment. To ensure fairness to all clients and to protect the time reserved for each session, the following policy applies to both in-person and online (Zoom) sessions.
Appointment Reminders
Clients will receive an SMS reminder approximately 24 hours prior to their appointment, unless they have requested not to receive reminders.
Reminders are provided as a courtesy. It remains the client’s responsibility to attend the scheduled session or cancel within the required timeframe.
Cancellations and Rescheduling
If you need to cancel or reschedule an appointment, at least 24 hours’ notice is required. Appointments cancelled with less than 24 hours’ notice, or failure to attend a scheduled session (in person or online), will incur the full session fee, as that time has been reserved specifically for you and is often unable to be filled at short notice. Exceptions may be considered in cases of sudden illness, emergencies, or unforeseen circumstances, at the discretion of the practitioner.
Late Arrivals – In-Person Sessions
Please aim to arrive on time for your scheduled appointment. If you arrive late, the session will still finish at the originally scheduled time so that other clients are not affected. If you are more than 15 minutes late without prior notification, the appointment may be considered a missed session and the full session fee may apply.
Late Arrival – Online (Zoom) Sessions
For online sessions, please ensure you are ready to join the meeting at the scheduled time. If you join the session late, the appointment will still finish at the originally scheduled time. If you do not join the session within 15 minutes of the scheduled start time, the appointment may be considered a missed session, and the full session fee may apply.
Prepaid Packages
Clients who have purchased prepaid session packages are still required to provide 24 hours’ notice when cancelling or rescheduling an appointment. If an appointment is cancelled with less than 24 hours’ notice, or the client does not attend the scheduled session, the session will be deducted from the prepaid package. Sessions included in prepaid packages are non-refundable, however reasonable flexibility may be considered in cases of illness or emergencies, at the discretion of the practitioner.
Package Terms and Conditions
At Ros Wilson Counselling & Coaching, our packages are designed to support clients who are committed to their healing journey and wish to receive ongoing therapeutic support at a reduced rate.
By purchasing a package, you agree to the following terms and conditions.
Appointment Attendance and Cancellations
Your appointment time is reserved exclusively for you.
Refund Policy
Packages are purchased with the intention of supporting a client's ongoing therapeutic journey and are therefore generally non-refundable.
However, exceptional circumstances may be considered on a case-by-case basis.
If a refund is approved:
Early Withdrawal from a Package
Clients may choose to discontinue therapy or coaching at any time.
Where a package has been paid in full and a refund is approved:
Confidentiality and Professional Practice
All counselling services are provided in accordance with professional and ethical standards.
Confidentiality, privacy, informed consent, and record-keeping practices are outlined separately in the Client Information and Consent Agreement provided prior to commencement of services.
Changes to Packages
Ros Wilson Counselling & Coaching reserves the right to amend package pricing, inclusions, and terms and conditions at any time.
Any changes will not affect packages already purchased unless required by law or agreed upon by both parties.
Package Pause Policy
A package may be paused for up to 8 weeks due to illness, family circumstances, or other significant life events. Requests must be made in writing. Longer pauses may be considered on a case-by-case basis.
Acceptance of Terms
Purchase of a package confirms that you have read, understood, and agree to these terms and conditions.
For questions regarding packages, payments, or inclusions, please contact:
Ros Wilson Counselling & Coaching
Email: ros@roswilson.com.au
Repeat Late Cancellations or Missed Appointments
If a client has three or more late cancellations or missed appointments, future sessions may require payment in advance at the time of booking.
Practitioner Discretion
In some circumstances, and where the schedule allows, a shorter session may still be accommodated. This will be determined at the practitioner’s discretion.
Policy Updates
This policy may be updated from time to time to ensure it remains consistent with professional and operational standards.
