Privacy Policy

Effective date: September 2026

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Naviva is committed to protecting privacy and handling personal and sensitive information responsibly.

This Privacy Policy explains how Naviva collects, holds, uses and discloses personal information in connection with counselling, telehealth, supervised child contact, changeovers, transport, enquiries and related services.

Naviva handles personal information in accordance with applicable privacy, confidentiality, professional, child-safety and record-keeping obligations.

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1. Information We Collect

Naviva may collect personal information that is reasonably necessary to provide services, including:

• name, date of birth and contact details;

• emergency contact information;

• appointment and service information;

• billing and payment information;

• health, mental-health or counselling information;

• family, parenting and relationship information;

• information relating to children and young people;

• family and domestic violence, safety or risk information;

• court orders and parenting arrangements;

• supervised-contact observations, records and reports; and

• other information reasonably required for assessment, safety, service delivery or legal and professional obligations.

Sensitive information will only be collected where reasonably necessary and where collection is permitted by law.

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2. How Information Is Collected

Information may be collected through:

• website enquiries;

• telephone, email or other communications;

• intake, consent and assessment forms;

• counselling and telehealth sessions;

• supervised contact, transport and changeover services;

• correspondence and documents provided to Naviva; and

• communication with authorised representatives, professionals or referral sources.

Where appropriate and lawful, information may also be obtained from parents or caregivers, legal representatives, courts, government agencies, health or community professionals or other persons relevant to the service.

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3. Why We Use Information

Naviva may use personal information to:

• respond to enquiries;

• assess whether a service is suitable;

• complete intake, consent and risk-assessment processes;

• provide counselling and Children’s Contact Services;

• plan and manage safety;

• communicate with clients, participants and authorised professionals;

• maintain service records;

• prepare reports or other documentation where applicable;

• manage bookings, payments and administration;

• respond to complaints or concerns; and

• meet legal, professional, insurance, court or child-safety obligations.

Naviva will not use personal information for an unrelated purpose unless consent has been provided or the use is otherwise permitted or required by law.

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4. Confidentiality and Disclosure

Information provided to Naviva is treated confidentially.

Information may be disclosed where:

• the person has provided consent;

• disclosure is reasonably necessary to provide the agreed service;

• there is a serious safety or child-protection concern;

• disclosure is required or authorised by law;

• a court order, subpoena, warrant or other lawful process requires disclosure; or

• another lawful basis for disclosure applies.

In family and supervised-contact matters, information provided by one participant may relate to another person. Naviva cannot guarantee that all information provided by one participant will remain confidential from another party where disclosure is necessary for safety, service delivery, procedural fairness or legal obligations.

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5. Children and Young People

Naviva takes particular care when handling information relating to children and young people.

Information about a child will only be collected, used or disclosed where reasonably necessary for service delivery, assessment, safety or another lawful purpose.

Where appropriate, Naviva will consider the child’s age, maturity, understanding, circumstances and best interests when managing privacy and confidentiality.

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6. Website Enquiries

General website enquiry forms are intended for initial contact only.

Clients and participants should avoid including unnecessary sensitive health, legal, family-violence or child-safety information in a general website enquiry.

Where detailed or sensitive information is required, Naviva will arrange an appropriate intake or information-collection process.

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7. Storage and Security

Naviva takes reasonable steps to protect personal and sensitive information from misuse, loss, unauthorised access, modification or disclosure.

Personal information is stored using secure electronic record-management and cloud-based systems appropriate to the nature and sensitivity of the information.

Security measures may include access controls, authentication measures, secure devices, restricted access to client records and appropriate record-management and disposal procedures.

Counselling records and Children’s Contact Services records are managed separately from general website enquiries and administrative information.

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8. Service Providers and Overseas Processing

Naviva may use technology, communications, accounting, payment, website hosting and other professional service providers as reasonably necessary to operate the practice.

Some technology providers or their service providers may process information outside Australia.

Where privacy law requires particular steps in relation to overseas disclosure or processing, Naviva will take reasonable steps to comply with those requirements.

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9. Record Retention

Naviva retains records for as long as reasonably necessary to provide services and meet applicable legal, professional, insurance, child-safety and record-keeping requirements.

Different types of records may have different retention periods.

When information is no longer required to be retained, Naviva will take reasonable steps to securely destroy or de-identify it where lawful and appropriate.

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10. Access and Correction

You may request access to personal information Naviva holds about you or ask for information to be corrected if it is inaccurate, incomplete, out of date, irrelevant or misleading.

Naviva may need to verify your identity before processing a request.

Access may be refused or limited where permitted by law, including where providing access would unreasonably affect another person’s privacy or create a safety concern.

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11. Privacy Complaints

If you believe Naviva has mishandled your personal information, please contact Naviva so the concern can be reviewed.

Privacy complaints will be considered fairly and within a reasonable timeframe.

Where applicable, a person may also have the right to contact the Office of the Australian Information Commissioner.

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12. Contact

Naviva
Email: janelle@naviva.com.au
Website: naviva.com.au

Privacy enquiries, access requests and correction requests may be directed to the email address above.

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13. Changes to This Policy

Naviva may update this Privacy Policy where its services, information-handling practices or legal and professional obligations change.

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The current version will be made available on the Naviva website.