Support Information

Social Media is a fantastic tool to help people get informed and engaged. However, as a registered Counsellor, I have ethical obligations in relation to the way Nafs Counselling and its Counsellors conduct themselves on the internet.

The following outlines Nafs Counselling’s Social Media Policy and how you may expect us to respond to any interactions between us on the Internet, especially if you are, or have received therapy sessions with us in person.

A counsellor’s social media page is not therapy, a replacement for a professional counselling relationship, or substitute for mental health care. A social media presence as a counselling professional is not seeking an endorsement or rating from past or current clients. No social media posts should be considered professional advice. The information contained in posts is general information for educational purposes only.

We do not offer counselling via DM’s or give private opinions to questions.

we honour ourselves and others by deleting or blocking people who are disrespectful, demeaning, or ill-spirited.

We understand that you may not agree with all my posts, and you may find my posts unhelpful to you, so we invite you to unfollow or block us whenever you want.

Counsellor isn’t my identity, it’s my occupation. I am human.

If you are experiencing a life-threatening emergency, you should call 000 or admit yourself to your nearest hospital or Emergency Room.

Alternatively, you should call Lifeline on 13 11 14 for free 24-hour crisis and suicide prevention support.

This is how we manage different social media options:

Friending

To respect your privacy and confidentiality, counsellors at Nafs Counselling do not accept friend requests on our personal social media page(s) from current or former clients on any social networking site.

We believe that adding clients as friends or contacts on these sites can compromise your confidentiality and our respective privacy. It may also blur the boundaries of our therapeutic relationship. If you have questions about this, please bring them up with us and we can talk more about it.

We use the privacy settings on personal pages to limit the personal information that members of the public who are not our friends/followers can see. On particular social platforms, we restrict what we’re sharing to particular people. We also limit access to past posts.

Fanning

You are welcome to view, like and follow our public Facebook, LinkedIn, Pinterest, Instagram, etc. pages under Nafs Counselling, as we share blog posts, and professional updates in this forum.

However, if you “like” our page(s), you are choosing to reveal that you are connected to us in some way. Our business page(s) exists to be a forum of information and inspiration.

Following

Therapists publish posts and blogs on social platforms. We have no expectation that clients will want to follow our posts and blogs. You are welcome to use your own discretion in choosing whether to follow us.

Please note, we will also not follow back any current or former clients on any social media forum. We believe casual viewing of clients’ online content outside of the therapy hour can create confusion regarding whether it’s being done as a part of your treatment or to satisfy my curiosity. In addition, viewing your online activities without your consent and without our explicit arrangement towards a specific purpose could potentially have a negative influence on our working relationship. If there are things from your online life that you wish to share with me, please bring them into our sessions where we can view and explore them together, during the therapy hour.

Interacting

If you are a client and would like to contact me in between sessions, please do so via email info@nafscounselling.com.au or phone (provided during sessions), further details can be found under Contact.

Please do not use social networking sites such as Instagram, Facebook, Pinterest, LinkedIn, or blog comments to contact me, as these sites are not secure, and I may not read these messages in a timely fashion. Also, engaging with me this way could compromise your confidentiality. It may also create the possibility that these exchanges become a part of your legal medical record and will need to be documented and archived in your file.

If you post on our page(s), you are opening the possibility of people inferring about our relationship or asking you about your connection to any of the counsellors at Nafs Counselling. You get to decide what you tell people. You have a choice as to what you reveal about yourself online, however, we will not reveal our connection to you.

Use of Search Engines

It is not a regular part of our practice to search for clients on Google or Facebook or other search engines. Extremely rare exceptions may be made during times of crisis. If we have a reason to suspect that you are in danger and you have not been in touch with us via our usual means (coming to appointments, phone, or email) there might be an instance in which using a search engine (to find you, find someone close to you, or to check on your recent status updates) becomes necessary as part of ensuring your welfare. These are unusual situations and if we ever resort to such means, we will fully document it and discuss it with you when we next meet.

Email

We prefer using email only to arrange or modify appointments. Please do not email us content related to your therapy sessions, as email is not completely secure or confidential. If you choose to communicate with us by email, be aware that all emails are retained in the logs of our Internet service providers. While it is unlikely that someone will be looking at these logs, they are, in theory, available to be read by the system administrator(s) of the Internet service provider.

Location-based services

If you used location-based services on your mobile phone, you may wish to be aware of the privacy issues related to using these services. We do not place our office as a check-in location on websites. However, if you have GPS tracking enabled on your device, it is possible that others may surmise that you are a therapy client due to regular check-ins at our office on a weekly basis. Please be aware of this risk if you are intentionally “checking in,” from our office or if you have a passive LBS app enabled on your phone.

Business Reviews

If you happen to find our practice or website on review sites such as Google etc, please note that these listings are NOT requests for a testimonial, rating, or endorsement from you as our client.

Of course, you have a right to express yourself on any site you wish. However, due to confidentiality, we cannot respond to any review on any of these sites whether it is positive or negative. We urge you to take your privacy as seriously as we take our commitment of confidentiality to you.

But you are more than welcome to tell anyone you wish that we’re your counsellor or how you feel about the treatment we provided to you, in any forum of your choosing.

Conclusion

Thank you for taking the time to review our Social Media Policy. If you have questions or concerns about any of these policies and procedures or regarding our potential interactions on the Internet, do bring them to your counsellor’s attention so that we can discuss them.

In this Privacy Collection Statement, Nafs Counselling. ABN 84 765 238 689 in its own right (“we”, “our” or “us”), complies with the Privacy Act 1988 (Cth) (“Privacy Act”) and the applicable Privacy Principles in the Privacy Act when handling personal information, together with the Health Records Act 2001 (“Health Records Act”) and the applicable Health Privacy Principles in the Health Records Act when handling personal information which is health information (“Health Information”).

We take the protection of your personal information seriously.

Collection:
We and our clinicians collect personal information for the purposes of arranging appointments and delivering counselling services as well as communicating with you. Our reception or staff may collect information through our client intake and consent forms, or during our clinicians undertaking counselling services in consultation and treatment of clients.

Personal information includes any information or opinion, whether true or not, about a person who is identified or whose identity can reasonably be established.

The kind of personal information we may collect will depend on who you are (e.g. a client or third-party service provider) and the nature of your interaction with us, and may include information such as:

• your name
• your date of birth
• your contact details (including telephone number, address and/or email address)
• information about your health and medical history
• records of the Support Service’s interactions with you
• audio recordings of telephone conversations, and
• telecommunications data and information on website usage.

If you wish, you may use the Support Service anonymously or by using a pseudonym (that is, a fake name), or otherwise not provide personal information. However, that may limit the type or quality of the services that Remedy Healthcare can provide to you.

We collect personal information:

• from clients– when they register an enquiry, book an appointment, attend our practice, access our website, subscribe to our newsletter, and/or at any other time from time-to-time during our clinicians providing counselling services.
• from third party service providers – when they are engaged to supply services to us (such as but not limited to clinicians), provide information to us or invoice us for the provision of services.
• when we receive enquiries through the Website and when the Website is otherwise accessed or used.
• when we receive enquiries via email or telephone.

Our clinicians may also collect your personal information in the manner and for the purposes contemplated above.

Some personal information we or our clinicians collect may include Health Information. We collect Health Information from clients when they attend our clinics for the purposes of arranging appointments and obtaining counselling services. Our clinicians collect Health Information to provide the counselling services. How your Health Information is dealt with is outlined in greater detail below.

The Health Information we collect enables us to arrange for the provision of counselling services and for the safe, appropriate, and accurate provision of counselling services by our clinicians, to assess the needs of clients in the provision of counselling services and for us to generally assist in optimizing the quality of our service.

Consent:

By engaging us or registering your details on our Website or by email or telephone, and/or using the Website or completing a client consent form or otherwise engaging our counselling services, you consent to us and our clinicians collecting, using and disclosing your personal information (including Health Information) for the purposes specified in this Privacy Policy.

Use:

We may use any personal information collected (excluding Health Information) to provide our counselling services, operate the Website, sign you up to our newsletter, respond to feedback and complaints, communicate with third-party service providers or if needed to enforce Informed Consent Form and our Client agreement with you. If you are a third-party service provider, we will use your personal information to communicate with you including to accept your offer to provide services, correspond with you in relation to the provision of services and to pay your invoices.

Health Information:

We and our clinicians comply with the Health Privacy Principles and the Ethical Guidelines of the Australian Psychological Society http://www.psychology.org.au/about/ethics in the collection, use and disclosure of all Health Information and to ensure that all Health Information is kept strictly confidential.

We and/or our clinicians may collect your Health Information when you attend our practice and/or at any other time from time to time while arranging the provision of counselling services.

Our clinicians also collect your Health Information:

• as necessary for the provision of counselling services, including recording personal information and Health Information which is relevant to your current situation for the purposes of assessment and diagnosis in your client notes,
• only as necessary for the provision of counselling services, or as otherwise in accordance with your consent, or as may be required by law including Court order.
• only from our clients (or from someone authorized by them) (including a caregiver if you have one).
• with care, taking all steps as may be reasonably necessary to ensure your information remains confidential and that any persons it is disclosed it to in accordance with this Privacy Policy are also required to keep it confidential in accordance with the duty of care to you and in accordance with the Ethical Guidelines of the Australian Psychological Society http://www.psychology.org.au/about/ethics/
• with accuracy, on the basis that you may at any time request a copy of the Health Information that we or our clinicians hold by emailing us at info@nafscounselling.com.au(subject always to applicable law) and where our records are found to be inaccurate, we will rectify any inaccuracies on the basis of the further information you provide. A fee may be charged.

Disclosure and sharing:

We will only disclose personal information to additional third parties with your consent in accordance with this Privacy Policy or if permitted or authorized to do so by law.

In some situations, disclosure of personal or health information may be necessary where there is a serious and imminent threat to an individual’s life, health or safety, or a threat to public health or safety. Disclosure is required if withholding certain health information could affect the life, health, and safety of a genetic relative.

In a counselling contract, limits to confidentiality are explained and issued in the form of a written contract. These situations are:

• When subpoenaed by court, or
• When required by law (e.g. Mandatory Reporting for child protection, unlawful activity), or
• When failure to disclose information would place you or another person at risk of serious harm, or
• When your prior approval has been gained for authority to release information to a nominated person.
• Your prior approval has been obtained to:

1. provide a written report to another professional agency, e.g., GP or a lawyer; or
2. discuss the material with another person, e.g., a parent or employer or health provider; or third-party funder; or
3. disclose the information in another way; or
4. disclose to another professional or agency (e.g. your GP) and disclosure of your personal information to that third party is for a purpose which is related to the primary purpose for which your personal information was collected.

Your personal information is not disclosed to overseas recipients, unless you consent, or such disclosure is otherwise required by law. Your personal information will not be used, sold, rented, or disclosed for any other purpose.

If unauthorised access, disclosure, or loss of a client’s personal information occurs, Nafs Counselling will activate its data breach action procedures and use all reasonable endeavours to minimise any risk of consequential serious harm.

Data security and quality:

We will take reasonable steps to protect the personal information we collect and hold from misuse, loss, and interference and from unauthorized access and modification, and to make sure it is accurate, complete, and up to date when we collect, use, or disclose it.

To assist us, please ensure you provide us with your correct details, and let us know if you believe the information, we have about you is inaccurate, incomplete, out of date or misleading (and we will take reasonable steps to correct the information). We may take steps to destroy or permanently de-identify information when it is no longer needed for any purpose for which it may be used or disclosed. We may retain and use de-identified information.

Telehealth sessions:

Our practitioners take the necessary precautions to ensure confidentiality including:

• Ensuring the privacy of the telehealth session is upheld in the same way an in-person session would be, by choosing an undisclosed location or using headphones.
• Not allowing any voice or video recording of the session without your consent.

Indemnity:

Every care has been taken to ensure the information in this policy is accurate and based on current law and best practice. Nafs Counselling cannot accept any claims arising from error or misinterpretation.

Our website: https://www.nafscounselling.com.au/

Cookies:

Our website may use “cookies”; technology to store data on your computer using the functionality of your browser. Many websites do this because cookies allow the website publisher to do useful things like find out whether the computer has visited the site before.

You can modify your browser to prevent cookie use – but if you do this our service (and our website) may not work properly. The information stored in the cookie is used to identify you. This enables us to operate an efficient service and to track the patterns of behaviour of visitors to the Website.

While serving advertisements to the Website (if any), third-party advertisers or ad servers may place or recognise a unique cookie on your browser. The use of cookies by such third-party advertisers or ad servers is not subject to this Privacy Policy but is subject to their own respective privacy policies.

Access, correction, and complaints:

You can request, and we will provide you with access to, any personal information we hold about you (including any Health Information) (subject to any applicable legal exceptions). If you wish to access your Personal Information, please contact us in writing.

We will not charge any fee for your access request but may charge an administrative fee for providing a copy of your Personal Information. To protect your Personal Information, we may require identification from you before releasing the requested information.

Please also let us know if you have any concerns or complaints about the way we are managing your personal information so we can address them.

Requests should be submitted by email to info@nafscounselling.com.au. Where our records are found to be inaccurate, we will promptly rectify any inaccuracies based on the further information you provide.

Data Management:

Your Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification, or disclosure. Personal and Sensitive Information may be stored securely onsite at Nafs Counselling’s offices, or electronically via Power Diary. Power Diary is a leading practice management system used by over 20,000 clinics and allied health practitioners around the world.

Your financial details are securely processed via Stripe.com and MYOB.com, both global online payment platforms aligned with Commonwealth Australia Bank, a trusted financial institution with a 200+ year presence here in Australia. Your Financial Information is governed by Stripe’s and MYOB’s strict data management, security, and privacy policies.

Although we can’t guarantee website links or policy of authorised third parties, Nafs Counselling has chosen to align with industry-leading third-party services, such as Power Diary, Stripe and MYOB, to securely facilitate practice management, bookings, and payment activities.

Where appropriate all physical personal records will be de-identified to protect client privacy.

Storage of information and Retention of Health Information:

Your information will remain confidential, private, and securely stored, and will be securely disposed of after seven years. It will be protected from unauthorised access, use and disclosure.

If the client was under the age of 18 when the information was collected, the information will be stored until the day they turn 25. If the client was over the age of 18 when the information was collected, the information must be stored for seven years, dated from the last time the person received a service at our organisation.

Transfer in certain circumstances:

If there is a sale, merger, consolidation, change in control, transfer of substantial assets, reorganisation or liquidation of us then, subject always to the Ethical Guidelines of the Australian Psychological Society http://www.psychology.org.au/about/ethics/, we may transfer, sell or assign personal information (other than Health Information) collected to one or more relevant third parties. Subject always to your consent, we may also transfer any Health Information we hold about you to your clinician in the event your clinician leaves our practice.

Changes to this Privacy Policy:

This Privacy Policy forms part of the agreement between you and us (either in your capacity as a client or a third-party service provider). We may, from time to time, amend this Privacy Policy, in whole or part, in our sole discretion.

Any changes to this Privacy Policy will be effective immediately upon the posting of the revised Privacy Policy on https://www.nafscounselling.com.au/. Depending on the nature of the change, we may announce the change on the https://www.nafscounselling.com.au/ home page or by email (if we have your email address). However, in any event, by continuing to use the Website and/or our service following any changes, you will be deemed to have agreed to such changes.

If you do not agree with the terms of this Privacy Policy, as amended from time to time, in whole or part, you must terminate your use of the Website and inform us immediately prior to any further receipt of our counselling services in writing.

Contact us:

If you have any questions about this Privacy Policy, or if you wish to request access to your personal information, correct or update you details or raise any privacy concerns you may have, please contact us at info@nafscounselling.com.au.

For further information on your privacy rights go to: https://www.oaic.gov.au/information-policy/ 

For further information on the Health Records Act, go to:
https://legislation.nsw.gov.au/view/whole/html/inforce/current/act-2002-071

These terms and conditions outline the rules and regulations for using our website and services. By accessing our site or engaging in our services, you agree to comply with these terms. Please read them carefully.

1. Services Provided
   Nafs Counselling offers professional counselling and therapy services, including in-person and online sessions. The scope of these services is detailed during the intake process. Counselling is not a substitute for medical treatment or emergency services.
2. Client Responsibilities
   Clients are required to provide accurate and up-to-date personal information during the intake process. You agree to actively participate in therapy and communicate openly with your counsellor. Clients must ensure a stable and private environment for online sessions. Full details are below in Client’s Rights and Responsibilities.
3. Confidentiality
   Your privacy is important to us. All client information is kept confidential, except where disclosure is required by law, such as when there is a risk of harm to yourself or others, or in response to a court order. Our full confidentiality policy is outlined in our Privacy Policy.
4. Payment and Fees
   Payment for services is required before or at the time of your session unless otherwise agreed upon. Accepted payment methods are detailed on our website. Failure to pay may result in the suspension or termination of services. Full details are available on the Pricing Page.
5. Cancellation and Refund Policy
   Appointments must be cancelled or rescheduled at least 24 hours in advance to avoid a cancellation fee. Cancellations made with less than 24 hours notice may incur the full session fee. Refunds are not provided for completed sessions. Full details are available on the Pricing Page.
6. Use of Telehealth Services
   Telehealth sessions are offered for clients unable to attend in person. By engaging in telehealth services, you acknowledge and accept the potential risks, such as technical issues or breaches of confidentiality. It is your responsibility to ensure a private, quiet space for telehealth sessions. Telehealth services are subject to the same fees and cancellation policies as in-person sessions.
7. Limitation of Liability
   Nafs Counselling and its counsellors are not liable for any direct, indirect, incidental, or consequential damages that result from the use of our services or the information on our website. Counselling outcomes vary for each individual, and we cannot guarantee specific results.
8. Website Use
   The content on this website is for general information and is not a substitute for professional advice or treatment. Nafs Counselling is not responsible for any errors, omissions, or damages resulting from the use of this website. The use of any information provided is at your own risk.
9. Emergency Situations
   Nafs Counselling does not provide crisis or emergency services. In the event of a mental health crisis or emergency, please contact 000, Lifeline (13 11 14), or your local emergency service provider. Full details are below for Emergency Crisis Support.
10. Intellectual Property
    All content on this website, including text, images, logos, and resources, is the intellectual property of Nafs Counselling and is protected by copyright law. You may not reproduce, distribute, or exploit any material from this website without prior written permission.
11. Complaints and Disputes
    If you have any concerns or complaints regarding our services, we encourage you to contact us directly to resolve the issue. If necessary, complaints may be escalated to relevant regulatory bodies such as the Australian Health Practitioner Regulation Agency (AHPRA) or the Health Care Complaints Commission (HCCC). Full procedure details are below in Feedback and Complaints.
12. Amendments
    Nafs Counselling reserves the right to amend these terms and conditions at any time. Any changes will be posted on our website, and continued use of our services or website after the changes have been made will constitute your acceptance of the new terms.

1. Not a Substitute for Professional Medical Advice
   The content on this website should not be used as a replacement for individual counselling, therapy, or medical advice provided by a qualified professional. If you have concerns regarding your mental health or well-being, please seek advice from a licensed healthcare provider.
   
   
2. No Guarantee of Results
   Counselling outcomes vary for each individual, and Nafs Counselling makes no guarantees regarding the effectiveness of therapy or any specific results. Any testimonials or success stories provided on the website reflect individual experiences and are not a promise of similar outcomes.
   
   
3. Limitation of Liability
   Nafs Counselling and its practitioners will not be held responsible for any direct, indirect, or consequential damages resulting from the use of our website or services. This includes any actions taken based on the information or materials provided on the website.
   
   
4. External Links
   Our website may contain links to third-party websites for additional resources or information. Nafs Counselling is not responsible for the content or accuracy of any external websites and does not endorse the information provided on them.

Nafs Counselling Services does not offer after-hours emergency counselling.

Community Helplines

• Smiling Minds – NZF | Phone: 1300 663 729
• Hayat line – Mission of Hope | Phone: 1300 993 398
• Centre for Muslim Wellbeing Navigator | Phone: 0472 668 010
• Transcultural Mental Health Line | Phone: 1800 648 911

Mental Health Directories

• CMW Professionals List
  https://cmw.org.au/professionals/
• Mental Health and Community Support Directory
  https://supportdirectory.au/
• Muslim Mental Health Professionals List
  https://mmhp.org.au/2286-2/
• Heart Chat
  https://heartchat.com.au/professionals/

General Helplines 

Here are some useful links for more information on mental health issues and services. Click on the heading for each to be taken to the organisation’s website.

• Beyond Blue

Beyondblue is the national initiative to raise awareness of anxiety and depression, providing resources for recovery, management and resilience.

• Black Dog Institute

The Black Dog Institute is a world leader in the diagnosis, treatment and prevention of mood disorders such as depression and bipolar disorder.

• Headspace

Headspace is a national youth mental health foundation that helps young people who are going through a tough time.

• ANU Moodgym

A free self help program to teach cognitive behaviour therapy skills to people vulnerable to depression and anxiety.

• Anxiety Network

Comprehensive information and advice on social anxiety (social phobia), panic, and generalized anxiety disorder and their treatment.

If you are in crisis and require assistance please call, for Australia-wide clients:

• Emergency Services – 000
  
• Lifeline – 13 11 14
• Kids Help Line – 1800 551 800
• Orygen Youth Health – 1800 888 320
• SuicideLine Victoria – 1300 651 251
• Suicide Call Back Line – 1300 659 467
• Victorian Sexual Assault Crisis Line – 1800 806 292
• Mensline Australia – 1300 789 978
• SANE (interpreter available) – 1800 187 263
• Alcoholics Anonymous Helpline – 1300 222 222
• Gamblers Helpline – 1800 858 858
• Family Drug Helpline – 1300 660 068
• PANDA – 1300 726 306
• Relationships Australia – 1300 364 227
• Domestic Violence Hotline – 1800respect (1800 737 732)
• 13 Yarn – Aboriginal & Torres Strait Islander Crisis Support – 13 92 76
• Veterans Crisis Line – 1800 628 036
• Carer Support & Respite – 1800 422 737
• Head to Health – 1800 595 212

If you are in crisis and require assistance please call, for international client

• https://www.adducation.info/general-knowledge-travel-and-transport/emergency-numbers/
• https://en.wikipedia.org/wiki/List_of_emergency_telephone_numbers

We welcome positive comments and complaints about our services and activities. We respond to complaints quickly and try to resolve them.

Who can complain?

• Young people
• Parents
• Other agencies or their staff
• Other people outside this practice.

What can you complain about?

• How we treated you or someone else
• How we managed an incident
• Inappropriate services or activities
• Wrong priorities
• Anything else you are not happy about.

You might complain about:

• Our staff
• Our volunteers
• Our management committee
• Other young people at our practice
• Anyone else, or anything else, at this agency with which you are not happy.

Support

You can have an advocate or support person help you with your complaint. They might be a friend or relative, or a worker from another agency. If you need an interpreter, we will try to help you to get one.

Privacy

Your complaint is confidential. We will only tell those people who need to know about your complaint:

• Legally we must report some very serious complaints to government authorities.
• If you complain about a staff member, we will tell them, so they have a chance to tell their side of the story.

You can complain anonymously (without giving your name). This may limit what we can do to fix things.

Very serious complaints

If your complaint is very serious (for example, privacy, serious injury, harassment, discrimination, violence, or crime) then you should immediately contact the Manager (see option D below).

How do I complain or give feedback?

There are several ways:

A. Put a note in the suggestions box.

You don’t have to put your name. However, sometimes we need more information from you, especially for very serious complaints (e.g. about privacy, injury, harassment, discrimination, violence, crime).

B. Talk with the person you are not happy with

If you feel comfortable, talk to the person you are unhappy with. If this doesn’t work or you don’t feel able to do this, go to option C.

C. Talk to the person’s supervisor.

You can speak to the person’s supervisor, over the phone or make an appointment to see them. If this doesn’t work or you don’t feel able to do this, go to option D.

D. Contact Us

Complete the Feedback and Complaints Form and email to info@nafscounselling.com.au, phone or make an appointment to see the Manager.

They will usually get back to you within 10 days. If they cannot resolve your complaint straight away, they will let you know roughly how long it might take.

If this doesn’t work, go to option E. Contact the independent complaints agency:

E. Other options:

Australian Counselling Association

If registered counsellors are breaching the ACA Code of Ethics. you can also contact:

• Australian Counselling Association
• Complete online Notice of Intention to Submit Claim form to ensure that your complaint is acknowledged.
• 07 3356 4255

Privacy complaint

If your complaint is about a breach of privacy, you can also contact:

• Commonwealth Privacy Commissioner
• Phone 1300 363 992
• privacy@privacy.gov.au

Discrimination complaint

If your complaint is about harassment or discrimination, you could also contact:

• NSW Anti-Discrimination Board
• Phone (02) 9268 5555
• Toll free 1800 670 812
• TTY: (02) 9268 5522
• Email this complaint form to complaintsadb@justice.nsw.gov.au

Advice

You can get advice from a community legal centre or the Legal Aid Commission 1300 888 529.

Ahead of your online paid session or 15-minute free consultation, we encourage you to read through this checklist to ensure that your appointment is of the highest quality possible.

Before the appointment

• Check your technology.
  • Do you have good Internet access?
  • Is your device charged?
  • Try and have only the teletherapy session running on the computer and close out any other browser tabs or apps. During the teletherapy session, please refrain from heavy internet use (i.e., video streaming) by other people in your household.  
  • Ideally you should use a desktop or a laptop. 
  • Tablets or phones will work but it may be more difficult to set those up. 
  • You will need a webcam and speakers (usually built into your computer).
  • Headphones are optional but recommended.
    
    
• Prepare your environment.
  • Is there a quiet, private space for you to use? Your privacy is important.
  • Minimise disruptions (phone on silent, notifications off)
  • Check you have good lighting, and your face can be seen easily; try sitting in front of a window.
  • Think about the camera angle; we want to see your whole face. Do you need something to prop up your device? Ideally, the camera would be at your eye level or slightly higher.
  • Think about what is behind you – is there anything you do not want your Counsellor to see (e.g., washing hanging in the background)
    
    
• Prepare for your appointment.
  • Get a drink, Go to the toilet.
  • Set an Agenda – what do you want to cover today? List of questions?
  • Have a box of tissues, a Bottle or cup of water, tea, or coffee. Pen and Paper.

A few other tips

• Avoid the temptation to answer the door or do other tasks during your time with us.
• Imagine you are sitting in the room with your Counsellor.

 If the connection freezes

• First turn off the video, that may reduce the bandwidth and you can talk to us as if by phone.
• If that fails and the screen is fully frozen, your Counsellor will phone you directly.
• If 5 minutes pass and you have not heard from your Counsellor contact on info@nafscounselling.com.au 

Counselling Service

Counselling is:

• Exploring difficulties which may include stressful or emotional feelings.
• Helping the client to see things positively or from a different viewpoint.
• Enabling the client to focus on their feelings or behaviour to facilitate change.
• A relationship of trust in which the client’s information is kept confidential.

Counselling is not:

• Giving advice
• Passing judgement
• Attempting to resolve problems on behalf of the client.
• Encouraging the client to resolve problems using methodologies that the counsellor has used in their personal life.
• Applying counsellors’ own value systems to the client’s problems
• Acting on client’s behalf

Your Rights and Responsibilities

You have a right to:

• Expect that your personal privacy will be respected, and confidentiality protected to the greatest extent permitted by law.
• Be provided with a safe environment to conduct your session in.
• Choose to use or not to use our services.
• A prompt service. Our goal is to provide the best possible service. If a session time needs to be changed every attempt will be made to contact, you before the session time.
• Have the complete attention of your counsellor and avoid interruptions during a session.
• Receive accurate and relevant information in a timely manner.
• Make a complaint about the service received and expect that this complaint will be investigated appropriately and in confidence.
• be treated with respect and dignity.
• receive services which are free from discrimination.
• participate in creating their case counselling plan.
• be informed of the services available and their options.
• agree to the frequency of contact they have with their counsellor.
• withdraw their voluntary consent.
• to only have information released when.

1. have signed a written release.
2. there is a medical emergency.
3. in a clear and immediate danger
4. there is a possibility of child or elder abuse.
5. order by a court of law

• not be subjected to physical, verbal, or emotional abuse or threats.

You have a responsibility to:

• treat other clients and staff with respect and courtesy.
• protect the confidentiality of other clients you encounter during services.
• participate in creating your case management plan.
• let your counsellor know if you have concerns or your needs change.
• make and keep appointments to the best of your ability.
• maintain communication with your counsellor.
• not subject others to physical, verbal, or emotional abuse and/or threats.

From time to time, you will identify issues that are beyond the scope of my role. If it is beyond my job description to assist with this, you need to refer you to someone else – either within my organisation or externally.

Policy Statement

Nafs Counselling is committed to providing a safe, respectful, and accountable environment for clients, especially vulnerable individuals, such as children. This policy enforces a zero-tolerance approach to abuse of any form, including sexual, emotional, physical, spiritual, and abuse of power. The policy also establishes independent reporting channels for clients who may have been wronged by the organisation itself. Our policy is grounded in the Islamic principles of justice, respect, and compassion and aligns with Australian legal standards.

1. Scope of Policy

This policy applies to all individuals acting on behalf of Nafs Counselling, including employees, contractors, and volunteers. It is designed to prevent and address abuse and to provide support for victims through independent resources if needed.

2. Zero Tolerance for All Types of Abuse

Types of Abuse Addressed in Policy:

• Sexual Abuse: Any non-consensual sexual act, sexual harassment, or exploitation.
• Emotional Abuse: Verbal or psychological harm, including manipulation or threats that undermine a person’s well-being.
• Physical Abuse: Any form of physical harm or violence inflicted on another person.
• Spiritual Abuse: Manipulating, pressuring, or shaming individuals by misusing religious teachings, especially when undermining their spiritual autonomy.
• Abuse of Power and Authority: Misuse of a position of power to exploit, control, or unduly influence a client, particularly where professional boundaries are violated.

3.     Preventative Measures

A. Training and Awareness Programs

• All staff must complete annual training on abuse prevention, respectful boundaries, and maintaining professionalism. This training includes recognising and addressing power dynamics and spiritual abuse.
• Education on Islamic principles of respect, taqwa (God-consciousness), and modesty reinforces the ethical conduct expected in all interactions.

B. Conduct and Boundaries Policy

• Strict boundaries are required in interactions with clients and children. Private, unsupervised interactions are discouraged unless necessary.
• All staff must avoid behaviours that exploit power dynamics, such as coercion, manipulation, or inappropriate religious pressure.

C. Screening and Hiring

• Background checks and reference checks are mandatory for all new hires. Interviews assess candidates’ commitment to maintaining ethical boundaries and avoiding abuses of power.

4.     Reporting Procedures

A. Confidential Internal Reporting Mechanism

• Clients and staff can report abuse through a secure, confidential reporting system without fear of retaliation. Reports can be anonymous.
• Reports should be directed to the designated Child and Client Protection Officer (CCPO), trained to handle sensitive cases professionally and in line with Islamic justice principles.

B. External Reporting for Independent Recourse

Clients may also report abuses to external oversight bodies if they feel the organisation has wronged them. This includes:

• State and Territory Child Protection Agencies: For child abuse cases.
• Australian Human Rights Commission (AHRC): For discrimination or breaches of human rights.
• State or Territory Ombudsman: For issues involving professional misconduct or abuse of power.

Nafs Counselling will provide contact information for these bodies at intake and ensure clients know their rights to independent recourse.

C. Mandatory Reporting

• All staff members are legally required to report suspected abuse of children to the appropriate child protection agency.
• Reports involving suspected criminal conduct will be referred to Australian police.

5.     Investigation and Disciplinary Actions

A. Transparent and Fair Investigations

• Upon receiving a report, the CCPO initiates an investigation within 48 hours. All cases are handled discreetly to protect privacy and gather evidence without bias.
• Victims are provided updates throughout the investigation to promote transparency.

B. Consequences for Abuse or Misconduct

• Immediate Suspension: Credible allegations lead to immediate suspension pending the investigation.
• Disciplinary Actions: Confirmed cases of abuse may result in termination and reporting to authorities.
• Legal Action: Where required by law, authorities will be notified to pursue criminal charges.

6.     Support for Victims and Independent Resources

A. Counselling and Support Services

• Victims have immediate access to trauma-informed counselling that aligns with their spiritual values. Support includes emotional care, legal guidance, and alternative spiritual counselling.
• Clients are referred to independent organisations like Lifeline, 1800RESPECT, and other victim support services to provide impartial support.

B. Advocacy and Legal Referrals

• Victims may be referred to independent advocacy groups, such as Knowmore or state-based Legal Aid, for assistance in pursuing complaints or legal action against the organisation or its representatives.

7.     Ethical Code of Conduct

A. Islamic and Ethical Standards of Conduct

• All staff are required to embody Islamic ethics, including honesty, respect, self-restraint, and a commitment to uphold client dignity. This includes avoiding any manipulation or coercive use of religious authority.
• Emphasis on personal accountability before Allah promotes an ethical environment free from spiritual, emotional, or physical harm.

B. Monitoring and Compliance

• Regular audits and spot checks will ensure that all staff adhere to the ethical code. Violations will be addressed promptly with corrective measures.

8.     Community Transparency and Accountability

A. Client and Community Engagement

• The policy will be shared with clients and community stakeholders. Periodic feedback will be gathered to maintain alignment with community standards and Islamic ethics.

B. Policy Review

• This policy will be reviewed annually, with updates to reflect any changes in Australian legal requirements, feedback from community stakeholders, or new insights from trauma-informed care practices.

This Sexual Abuse and Client Protection Policy provides a comprehensive framework that respects clients’ dignity, ensures accountability, and offers independent recourse options for those who may have been wronged. By upholding Islamic principles of justice and compassion, the policy promotes a safe, respectful, and ethical environment.

Your Safety is Our Priority

At Nafs Counselling, we are dedicated to creating a safe, respectful, and supportive environment for all clients. We take the protection of children and vulnerable individuals seriously and have robust procedures in place to prevent any form of abuse, ensure transparency, and support victims when needed.

Below are the key measures we’ve implemented to safeguard your well-being.

Our Commitment to Client Safety

1.      Zero Tolerance for Abuse

• We have a zero-tolerance policy for any abuse, including sexual, emotional, physical, spiritual, and abuse of power. Our policies are based on Australian legal standards and Islamic ethical principles, ensuring a respectful and just environment.

2.      Mandatory Background Checks

• Working with Children Checks (WWCC): All staff working with children and vulnerable clients are required to pass a WWCC. This check screens for relevant criminal convictions and charges to ensure individuals are fit to work with children.
  • Which parents/guardians can verify here: https://wwccheck.ocg.nsw.gov.au/VerifyIndividual
  • Counsellor Nadine El-Kabbout’s WWC Number: WWC1503748E
  • Expiry Date: 20/10/2027
• Police Checks: All staff undergo regular Police Checks to verify there is no criminal history that could impact client safety.
  • Counsellor: Nadine El-Kabbout
  • National Police Certificate No: NCHRC-2017-76835
  • Verification: Can be done in person upon request.

3.      Ethical Code of Conduct

• Our staff adhere to a strict code of conduct that emphasizes boundaries, professionalism, and respect. We train our team to maintain clear boundaries and avoid power imbalances, ensuring that your trust is upheld at all times.

Transparent Information for Clients

We believe in transparency with our clients. When you begin services with us, you will receive:

• Counselling Contract: This outlines our policies on client safety and confirms that our staff have current WWCC and Police Checks.
• Independent Reporting Options: You will be provided with details of independent organisations where you can report abuse if you feel uncomfortable reporting it within Nafs Counselling.

If you have questions about these checks or want to confirm the status of any staff member’s WWCC or Police Check, please feel free to ask, email info@nafscounselling.com.au or call at +61 404 730 719.

How to Report Concerns or Abuse

Independent Reporting

If you feel uncomfortable reporting internally, you may contact key child protection organisations and regulators in Australia that are involved in safeguarding children, ensuring their well-being, and addressing abuse concerns:

Child Protection Organisations & Regulators in Australia

1. Child Protection Agencies (State and Territory Level)
   Each state and territory in Australia has its own child protection agency that is responsible for investigating child abuse and neglect, as well as providing support services to children and families. Key agencies include:

• New South Wales: Department of Communities and Justice (DCJ) – Child Protection
• Victoria: Department of Families, Fairness and Housing (DFFH) – Child Protection
• Queensland: Department of Children, Youth Justice, and Multicultural Affairs (DCYJMA)
• South Australia: Department for Child Protection (DCP)
• Western Australia: Department of Communities – Child Protection and Family Support
• Tasmania: Department of Health and Human Services (DHHS) – Child Protection
• Australian Capital Territory (ACT): Community Services Directorate – Child Protection
• Northern Territory: Department of Territory Families, Housing, and Communities – Child Protection

2. Australian Human Rights Commission (AHRC)
   • Role: The AHRC is an independent statutory body that promotes and protects human rights in Australia. It provides avenues for complaints related to child rights and issues such as abuse, neglect, and discrimination.
   • Website: humanrights.gov.au
     
     
3. Royal Commission into Institutional Responses to Child Sexual Abuse
   • Role: The Royal Commission was a landmark investigation into how institutions across Australia responded to allegations of child sexual abuse. It provides resources, guidance, and avenues for justice for victims of institutional abuse.
   • Website: childabuseroyalcommission.gov.au
     
     
4. Australian Federal Police (AFP)
   • Role: The AFP is responsible for investigating federal crimes, including child exploitation and trafficking. They work in partnership with state and territory police and other child protection agencies.
   • Website: afp.gov.au

5. National Children’s Commissioner (AHRC)
   • Role: The National Children’s Commissioner advocates for children’s rights and oversees issues that impact children across Australia. This includes issues related to abuse, exploitation, and policy.
   • Website: humanrights.gov.au/our-work/children
     
     
6. Australian Institute of Family Studies (AIFS)
   • Role: AIFS conducts research to inform policy and improve the safety and well-being of children. They provide resources and insights into child protection issues.
   • Website: aifs.gov.au
     
     
7. State and Territory Ombudsmen
   • Role: The Ombudsman in each state and territory investigates complaints about government services, including child protection and care. They handle cases of maladministration or inappropriate responses from government agencies.
   • Examples:
   • NSW Ombudsman: ombo.nsw.gov.au
   • Victoria Ombudsman: ombudsman.vic.gov.au
     
     
8. Children’s Advocacy and Legal Support Services
   • Knowmore: Provides free legal support and advice to survivors of child sexual abuse, including those who were affected by institutions or organisations.
   • Website: knowmore.org.au
   • Children’s Law Centre (Various States): Provides legal support for children in child protection matters and works to ensure their voices are heard in legal proceedings.
     
     
9. Children and Young People’s Commissioner (State Level)
   • Some states have a dedicated Commissioner who focuses on the rights and welfare of children and young people, advocating for policies and services to ensure their protection and well-being.
   • Example: NSW Children’s Guardian – regulates and monitors child-related work and organisations.
   • Website: kids.nsw.gov.au
     
     
10. Child Wise
    • Role: An independent not-for-profit organization that works to prevent and respond to child abuse. It offers training, resources, and a framework for organisations to protect children.
    • Website: childwise.org.au
      
      
11. Child Sexual Abuse Support and Prevention Networks
    • Several state and national organisations provide services aimed at the prevention of child sexual abuse, including Bravehearts and The Australian Childhood Foundation.
    • Bravehearts: Focuses on child protection education and prevention programs.
    • Website: bravehearts.org.au
    • Australian Childhood Foundation: Works to prevent and respond to child abuse and supports recovery.
    • Website: childhood.org.au

These organisations and regulators ensure that children in Australia are protected and supported, and they offer resources for reporting, preventing, and responding to abuse. They provide a range of services from crisis support to legal and advocacy services, and they help maintain accountability in the child protection system.

Additional Support Resources

We encourage clients to seek independent support if needed. Here are some recommended services:

• Lifeline Australia: 13 11 14
• 1800RESPECT: 1800 737 732
• Knowmore (Legal support for abuse victims): 1800 605 762

Contact Us

For questions, to report concerns, or to verify the safety measures we have in place, please reach out to us directly. We are here to support and protect you.

Nafs Counselling

Phone: + 61 404 730 719

Email: info@nafscounselling.com.au 

Address: Mount Pritchard, NSW 2170 Australia.

By choosing Nafs Counselling, you are supported by an organization that is committed to protecting your well-being, respecting your rights, and upholding the highest standards of safety and professionalism. Thank you for trusting us with your care.