Privacy policy

1. Who we are

Smiles All Round is an Australian psychology and counselling practice supporting young people and families. Our contact details are at the end of this policy.

Patient accounts, appointment bookings and clinical forms are handled through Zanda. Purchases and customer accounts are handled through the Smiles Store. Those services have their own privacy information; this policy explains the public website rather than replacing the information provided for your care or purchases.

2. Information we collect

If you send an enquiry, we collect:

• Your name and email address.
• The enquiry topic you select and the message you write.
• Any further information you choose to provide when we communicate with you.

Please keep website enquiries general. Do not include medical history, diagnoses or other confidential information in the form. Contact our team to discuss an appropriate way to share information about your care.

Services that deliver the website receive technical information such as your IP address and request details. Unless you decline analytics or your browser sends a privacy signal, we also collect the usage information described in section 7. You can browse without creating an account or giving us your name.

This policy also covers information children and young people provide through this website. Parents or guardians can contact us about a child's information. We consider their authority and the young person's capacity and privacy rights before providing access or making changes.

3. How we collect your information

We collect information directly from you when you submit the enquiry form, email or call us. The website form uses the Smiles Store's existing enquiry service to send your message to our team by email. You do not need a store account to make an enquiry.

4. How we use your information

We use information to:

• Respond to your questions and help arrange the next step with our team.
• Deliver and protect the website and investigate technical problems.
• Improve website content and navigation using analytics, unless you decline or your browser sends a privacy signal.
• Meet applicable legal and professional obligations.

We do not sell your personal information or share it with third parties for their marketing. Sending a website enquiry does not subscribe you to marketing communications.

5. How we store and protect your information

We use encrypted connections and access controls to help protect information against loss, unauthorised access or misuse. Access to enquiries is limited to the people and service providers who need it to handle them.

Enquiry messages become part of our email correspondence. We keep them for as long as needed to respond, manage follow-up and meet applicable record-keeping obligations. If information becomes part of a clinical record, different professional and legal retention requirements may apply. We delete or de-identify personal information when it is no longer needed and we are not required to keep it.

Website analytics events are retained under a 12-month retention window. Deletion is processed in batches, so expired records may remain for longer.

Your analytics preference is remembered for 180 days. Analytics identifiers remain in your browser until removed by the website or cleared through your browser settings. Declining analytics removes the website's analytics identifiers.

If a data breach requires notification under Australian law, we will notify affected people and the relevant regulator as required.

6. Service providers and overseas processing

We use these services to operate the website:

• Amazon Web Services (AWS) hosts the website and supports the existing enquiry-delivery service. Our website hosting is configured in the Sydney region, with content delivered through AWS's global network. Hosting services receive connection and request information. See the AWS privacy notice.
• Adobe Fonts supplies the website's fonts. Your browser connects to Adobe when the page loads, including when you decline analytics. Adobe receives your IP address to deliver the fonts and information about the fonts and website requesting them. Adobe states that its font-delivery service does not store your IP address or use cookies to serve fonts. See the Adobe Fonts privacy information.
• PostHog EU Cloud receives optional website analytics unless you decline or your browser sends a privacy signal. Analytics data is hosted in Frankfurt, Germany. This is overseas processing for Australian visitors. See the PostHog privacy policy and event-retention information.

Providers may use global infrastructure and support teams, so processing is not limited to Australia. Adobe's privacy policy describes its international processing, including in the United States and India. We limit the information sent to each service to what is needed for its role.

If you follow a link to Zanda, the Smiles Store, a social platform or another website, that service handles your visit under its own privacy information. Clicking a store or booking link does not give this public website access to your purchases or patient records.

We may also disclose information where required or authorised by law.

7. Required storage and optional analytics

Required website services and your saved choice

Hosting delivers the website whether or not analytics is enabled. If you choose Accept or Decline in Analytics settings, we save that choice and the time you made it in your browser for 180 days. Remembering a refusal does not enable tracking. This preference is kept on your device and is not sent to our analytics provider.

Optional Analytics

Analytics runs by default without an initial popup. Unless you decline or your browser sends a privacy signal, we collect:

• Pages visited: which pages people view and where visits begin and end, to understand popular content and common journeys.
• Clicks: links to the store, booking service, phone or email, to see which pages help people take the next step.
• Scrolling: how far people scroll, to understand how much of a page they reach.
• Time on a page: how long a page stays visible, to understand engagement with its content.
• Traffic sources: referring websites and selected source labels, such as search, social or email, to understand how people find us.
• Enquiry results: whether a submission was accepted, failed or needed correction, to check that the form works. This does not include the enquiry's contents.
• Navigation issues: repeated clicks, back-and-forth navigation or inactive links, to help us find confusing or broken controls.

We use browser and session identifiers to connect these events. They are stored in browser storage rather than analytics cookies. We do not send names, contact details, enquiry text, form values, patient records, passwords or full URL query strings to our analytics provider.

You can turn these optional measurements off through Analytics settings in the footer. Decline stops analytics without preventing you from using the website or contacting us; Accept enables it again. We respect existing saved refusals. After a saved choice expires, analytics returns to the default behaviour. Global Privacy Control and Do Not Track signals keep optional analytics off even if you previously accepted.

Declining later stops further collection and removes analytics identifiers from your browser. It does not automatically delete existing events. Contact us about a deletion request.

8. Your rights and privacy concerns

Under Australian privacy law, you can ask us to:

• Provide access to personal information we hold about you.
• Correct information that is inaccurate, incomplete or out of date.
• Consider a request to delete information or stop an optional use of it.
• Investigate a concern about how your information has been handled.

Contact us using the details below. We may need to verify your identity before providing access or making changes. Some requests are subject to legal exceptions, and we may need to retain certain records. We will explain any limits that apply. Because website analytics is not linked to your name or enquiry, we may need more information to locate events relating to your browser.

If you make a privacy complaint, we will investigate and respond within a reasonable period. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC).

9. Changes to this policy and contacting us

We may update this policy when our services, technology or legal obligations change. The current version will appear on this page with its updated date. You can ask us for an earlier version.

If you have a privacy question, request or complaint, please contact Smiles All Round: