Privacy Policy & T&C’s + Support Information


Privacy Policy 


Glow Up Counselling and Wellness | ABN 52 159 314 039

At Glow Up Counselling and Wellness (“we,” “our,” or “us”), we value and respect your privacy and are committed to protecting the personal information you share with us. We comply with the Privacy Act 1988 (Cth), the Health Records Act 2001, and their respective privacy principles to safeguard the information you entrust to us. This statement outlines how we collect, use, store, and share your personal and health information in relation to our services.

You can learn more about the APPs by visiting the Office of the Australian Information Commissioner (OAIC).

What is Personal Information, and Why Do We Collect It?

Personal Information refers to information or opinions that identify an individual. Examples include names, addresses, email addresses, and phone numbers.

We collect Personal Information in various ways, such as:

  • During counselling sessions

  • Through intake forms or referrals from General Practitioners (GPs)

  • Via telephone, email, or our website at www.glowupcounsellingandwellness.com

  • From third parties (e.g., a GP referral)

Our primary purpose for collecting this information is to provide our services to you. We may also use it for related purposes, such as marketing. If you wish to opt out of our mailing or marketing lists, you can do so by please contact us: Email: shereen@glowupcounsellingandwellness.com


Whenever we collect Personal Information, we explain why we are collecting it and how we intend to use it.

Sensitive Information

Sensitive Information includes details about your health, racial or ethnic origin, religious beliefs, criminal record, or membership in associations. We handle sensitive information with extra care and only:

  • For the primary purpose it was collected

  • For directly related secondary purposes

  • With your consent, or when required by law

Third Parties

Where possible, we collect Personal Information directly from you. However, in some cases, we may receive it from third parties, such as a GP referral. If this occurs, we will take reasonable steps to inform you about the information provided to us.

Disclosure of Personal Information

We may disclose your Personal Information in certain situations, such as:

  • To third parties with your consent

  • When required or authorised by law

Security of Personal Information

We take reasonable measures to protect your Personal Information from misuse, loss, or unauthorised access.

Your information is securely stored and managed according to industry standards. Personal and sensitive information may be stored physically in our offices or electronically on Splose’s secure servers. Financial data is managed through Stripe which aligns with stringent data protection regulations.

When your information is no longer needed, we will securely destroy it. However, client files are typically retained for a minimum of 7 years, as required by law.

Telehealth and Confidentiality

For telehealth sessions, we ensure privacy through secure communication methods. The same confidentiality standards as in-person sessions, and no voice or video recording will occur without your consent.

Accessing Your Personal Information

You can request access to your Personal Information on file at Glow Up Counselling and Wellness. To do so, please contact us in writing.

We don’t charge for access requests but may apply a small administrative fee for providing copies of your information. To ensure your privacy, we may require identification before releasing the information.


Keeping Your Information Up-to-Date

It’s important that your Personal Information is accurate and current. If you find any inaccuracies, please notify us promptly so we can update our records

Changes to Our Privacy Policy

This Privacy Policy is subject to updates, and any amendments will be posted on our website, www.glowupcounsellingandwellness.com. Continued use of our services after changes signifies your agreement with the revised policy. We encourage you to review the Privacy Policy periodically.

Contact Us

If you have questions about this Privacy Policy, wish to access or update your personal information, or need to raise any privacy concerns, please contact us:

Email: shereen@glowupcounsellingandwellness.com

For additional information on your privacy rights, visit the Office of the Australian Information Commissioner. For further details on the Health Records Act, please refer to the NSW Legislation website.

We are committed to resolving any concerns promptly and professionally.

Terms and Conditions

Welcome to www.glowupcounsellingandwellness.com (the “Site”). This Site is owned and operated by Shereen Oliver. By accessing or using this Site, you confirm that you have read, understood, and agree to always abide by these Terms and Conditions.

Services Provided

Glow Up Counselling and Wellness offers professional counselling and therapy services, including in-person and online sessions. The specifics of these services will be discussed during the intake process. Please note, counselling is not a replacement for medical treatment or emergency services.

Intellectual Property

All content on this Site, including but not limited to text, images, logos, documents, downloadable files, and any other materials, is the property of Shereen Oliver and the Site's creators. Unauthorised use of this content is prohibited.

Sale of Goods and Services

These Terms and Conditions govern the sale of goods and services available on the Site.

All services must be paid for in full at the time of purchase. While we strive to ensure all descriptions, images, and details about our goods and services are accurate, we cannot guarantee their absolute accuracy. Purchasing goods or services from this Site is done at your own risk.

We reserve the right to modify, reject, or cancel orders when necessary. If an order is cancelled after payment has been processed, a full refund will be provided. Please monitor your payment method to confirm receipt of any refunds.

Payments

The Site accepts the following payment methods via Stripe:

  • Credit Card

  • Debit Card

  • Direct Debit

By providing your payment information, you authorise us to charge the specified amount to your chosen payment method. If we suspect that your payment violates the law or these Terms and Conditions, we reserve the right to cancel or reverse the transaction

Consumer Protection

These Terms and Conditions are subject to the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) and other applicable consumer protection legislation. Your legal rights and remedies under such laws remain unaffected by these Terms and Conditions. If a conflict arises, the mandatory provisions of applicable legislation will take precedence.

Links to Third-Party Websites

This Site may include links to third-party websites or services. We do not own or control these external sites and are not responsible for their content, policies, or practices. Users are encouraged to review the terms and privacy policies of third-party sites before engaging with them.

Limitation of Liability

Shereen Oliver, along with any directors, employees, agents, affiliates, or subsidiaries, will not be held liable for any actions, claims, losses, damages, or expenses resulting from your use of this Site.

Indemnity

By using this Site, you agree to indemnify and hold harmless Shereen Oliver and all associated parties from any claims, damages, liabilities, or expenses (including legal fees) arising from your use of the Site or your violation of these Terms and Conditions, except where prohibited by law.

Applicable Law

These Terms and Conditions are governed by the laws of New South Wales, Australia.


Severability

If any provision of these Terms and Conditions is deemed invalid or unenforceable under applicable law, it will be removed, and the remaining provisions will remain valid and enforceable.

Changes to These Terms

We may update these Terms and Conditions periodically to comply with legal requirements or reflect changes in our operations. Any updates will be announced via email or posted on the Site.

Disclosures and Disclaimers

1. Privacy Policy

Glow Up Counselling and Wellness complies with the Australian Privacy Principles (APPs) under the Privacy Act 1988. Personal information, including intake forms and session notes, is securely collected and stored, with clients having the right to access and correct their data. Cookies and analytics are also used to enhance your website experience. For further information, please see our Privacy Collection Statement.

2. Terms and Conditions

By using our services, you agree to our Terms and Conditions, our therapy services are provided within a clearly defined scope, and clients are responsible for providing accurate information. We disclaim liability for any legal claims arising from the use of our services. Please review our full Terms and Conditions for additional details.

3. Informed Consent

Counselling involves personal discussions that may bring both emotional challenges and benefits. Clients may withdraw consent at any time. Confidentiality is strictly maintained except in cases where there is a legal obligation to disclose, such as risk of harm or a court order. Separate consent is required for telehealth sessions, and this will be reviewed in your initial session through our Informed Consent Agreement.

4. Confidentiality

We are committed to maintaining client confidentiality, with exceptions only in circumstances involving legal obligations, potential harm, or court orders. For complete details, please refer to our Privacy and Confidentiality Policy.

5. Disclaimer on Information and Services

The information on our website (www.glowupcounsellingandwellness.com and through Glow Up Counselling and Wellness services is intended for general informational purposes and should not replace professional mental health care, diagnosis, or treatment. Individual results may vary, and we are not liable for actions taken based on information provided. Please see our complete Disclaimer below.

6. No Emergency or Crisis Services

Glow Up Counselling and Wellness does not provide emergency or crisis intervention. If you are experiencing a mental health crisis or need urgent assistance, please contact emergency services (000), Lifeline (13 11 14), or consult your local mental health provider. Additional emergency contacts can be found in our Emergency Crisis Support section.

7. Registration and Qualifications

Shereen is a qualified, registered counsellor who adheres to high ethical and professional standards to ensure effective and compassionate therapy for her clients.

8. Complaints

If you have any complaints regarding our services, we encourage you to contact us directly to address your concerns. Alternatively, you may reach out to relevant authorities, such as the Health Care Complaints Commission (HCCC), for additional assistance.

9. Telehealth Services

We offer telehealth counselling for convenience, though it may involve certain risks, including confidentiality concerns inherent in online communication. While we take steps to secure your privacy, complete security cannot be guaranteed. By opting for telehealth services, you agree to our Telehealth Terms and provide informed consent for these sessions.

10. Not a Substitute for Professional Medical Advice


Disclaimer

The information on this website is not a replacement for personalised counselling, therapy, or medical advice from a licensed professional. If you have concerns about your mental health, please seek advice from a qualified healthcare provider.

1. No Guarantee of Results

Counselling outcomes are unique to each individual. Glow Up Counselling and Wellness makes no guarantees about the effectiveness of therapy or any specific results. Any testimonials or success stories shared on our website reflect individual experiences and do not guarantee similar outcomes for others.

2. Limitation of Liability

Glow Up Counselling and Wellness and its practitioners are not responsible for any direct, indirect, or consequential damages resulting from the use of our website or services. This includes actions taken based on information provided on our site or during counselling sessions.

3. External Links

Our website may contain links to third-party websites for additional resources. Glow Up Counselling and Wellness is not responsible for the content, accuracy, or reliability of any external websites and does not endorse the information they provide.

4. Information Provided on the Website

All information provided on our website is shared with care and a genuine commitment to supporting your health and well-being. We source our content from reputable, up-to-date sources at the time of publication. While we strive to keep the information current, we may update it at any time, and you acknowledge that the information on the website may not always reflect the most recent developments. To the fullest extent permitted by law, we do not make any representations or warranties regarding the accuracy, reliability, or completeness of the information provided. We do not guarantee any specific outcomes from using this website or the services it offers. Furthermore, we are not liable for any loss or damage that may result from your reliance on any information or materials available on the website.

5. Nutritional Information and Wellness

Shereen is also a Fitness Professional with expertise in Nutrition and Mindfulness. While she may receive specific requests from clients about their personal health, fitness, or nutritional circumstances, she provides information for educational purposes only. Glow Up Counselling and Wellness do not offer professional medical advice, diagnosis, treatment, or rehabilitation. In some cases, we may refer individuals to third-party resources for further assistance. Please note that any referrals to external bodies should not be seen as endorsements, promotions, or recommendations by Glow Up Counselling and Wellness.

While every effort has been made to ensure the accuracy of the information provided on this website and its associated social media channels, the content is offered with the understanding that Glow Counselling and Wellness does not provide professional advice on specific matters.

This website is not a substitute for independent professional advice. The information is not intended to be used as medical advice, nor is it designed to diagnose, treat, cure, or prevent any disease. It should not be used for therapeutic purposes or as a replacement for advice from your healthcare professional.

Some material on this site may include or summarise perspectives, guidelines, or recommendations from third parties. While this content is prepared in good faith, it does not necessarily reflect the formal views of Glow up Counselling and Wellness or represent a commitment to a particular course of action.

Glow up Counselling and Wellness accepts no liability for any injury, loss, or damage arising from the use of or reliance on the information provided on this site.

Contact Information

If you have any questions about the Terms and Conditions, Disclosures, or Disclaimers, feel free to contact us: Email: shereen@glowupcounsellingandwellness.com


Social Media Policy

Social media is a valuable tool for sharing information and engaging with others. However, as a registered Counsellor, I am bound by ethical obligations regarding how Glow Up Counselling and Wellbeing interacts on the internet.

This policy outlines Glow Up Counselling and Wellness’s social media guidelines and what you can expect regarding any online interactions, especially if you are a current or former client.


A counsellor’s social media page is not therapy, is not a substitute for a counselling relationship, or a replacement for mental health care. Social media posts should not be considered professional advice; they provide general information for educational purposes only.

We do not offer counselling via direct messages. Additionally, we reserve the right to delete or block users who act disrespectfully or disruptively.

If you disagree with or do not find value in our content, please unfollow. 

If you are experiencing a life-threatening emergency, please call 000 or visit your nearest emergency room. For 24-hour crisis support, call Lifeline at 13 11 14.

Guidelines for Specific Social Media Interactions

Friending
To maintain privacy and confidentiality, Glow Up Counselling and Wellbeing counsellors do not accept friend requests from current or former clients on any personal social media profile. Friend connections may compromise privacy and blur therapeutic boundaries. If you have questions about this policy, feel free to discuss them with us.

Public Pages
You are welcome to follow our public social media pages under Glow Up Counselling and Wellbeing on platforms like Facebook, LinkedIn and Instagram. Here, we share blog posts, updates, and resources. However, by liking or following our page(s), you may be revealing a connection to us. Please consider this when interacting with our public content.

Following
Clients are welcome to follow our social media posts or blogs, however, we will not follow any clients’ personal profiles. Following clients could create confusion regarding our professional relationship, and viewing your online activity without explicit consent may impact our work together. If there is something from your online presence you would like to share, please bring it to a session.

Interacting
For all session-related communication, please use our email at shereen@glowupcounsellingandwellness.com or the phone number provided during sessions. Do not use social media to contact us, as these sites are not secure and messages may not be promptly reviewed. Additionally, interactions on social media could become part of your medical record.

By posting on our page(s), others may infer your connection to us. You have control over what you disclose online, but we will not confirm our relationship with you publicly.

Use of Search Engines
We do not search for clients on search engines or social media. However, in rare crises, such as if we believe you are in danger and are unreachable, a search may be conducted to locate you or verify your safety. Such instances are fully documented and discussed with you.

Email
We use email primarily to schedule or modify appointments. Please do not email therapy-related content, as email is not completely secure. Be aware that all emails are retained by internet providers, though it is unlikely anyone will review these logs.

Location-Based Services
If you use location-based services, be aware of the privacy implications. Be aware that passive tracking apps on your device may reveal your visit to our office.

Conclusion

Thank you for reading our Social Media Policy. If you have any questions about these guidelines or potential online interactions, please discuss them with your counsellor.


Feedback and Complaints

We value feedback and strive to improve our services. Whether you have a positive comment or a complaint, we will address it promptly.

Privacy and Confidentiality

Any complaint will be handled confidentially. Only those who need to know will be informed. In cases of serious complaints (e.g., privacy breaches, injury, harassment, discrimination), some disclosures may be legally required. You may also submit anonymous complaints, though this may limit our ability to address the issue.

How to Submit Feedback or a Complaint

Option A: Speak Directly to the Person

If you feel comfortable, speak with the person involved. If not, or if this approach does not resolve the issue, proceed to Option B.

Option B: Contact Us

Fill out the Feedback and Complaints Form and email it to shereen@glowupcounsellingandwellness.com or call to make an appointment. We aim to respond within 5 days and will provide an estimated timeframe if resolution takes longer.

Option C: Independent Complaints Agency

For unresolved complaints, you may contact:

Privacy Complaints

For privacy-related concerns, contact:

  • Commonwealth Privacy Commissioner

    • Phone: 1300 363 992

    • Email: privacy@privacy.gov.au

Discrimination Complaints

For issues involving harassment or discrimination, contact:

  • NSW Anti-Discrimination Board

    • Phone: (02) 9268 5555

    • Toll-free: 1800 670 812

    • TTY: (02) 9268 5522

    • Email: complaintsadb@justice.nsw.gov.au

We are committed to maintaining the highest standards of care and welcome your feedback to ensure we continue to meet your needs.

Advice

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


Zero Tolerance for Abuse and Child Protection Policy

Policy Statement
Glow Up Counselling and Wellness is dedicated to providing a safe, respectful, and accountable environment, particularly for vulnerable individuals, including children. This policy enforces a zero-tolerance stance on any form of abuse—sexual, emotional, physical, spiritual, or abuse of power. Independent reporting channels are also available for clients who may have been wronged by the organisation. Our policy is rooted in justice, respect, and compassion, and complies with Australian legal standards.

1. Scope of Policy

This policy applies to all representatives of Glow Up Counselling and Wellness, including employees, contractors, and volunteers. It is designed to prevent and address abuse and to support victims through independent resources if necessary.

2. Zero Tolerance for All Types of Abuse

Types of Abuse Addressed:

  • Sexual Abuse: Any non-consensual sexual act, harassment, or exploitation.

  • Emotional Abuse: Psychological harm, including manipulation or threats affecting well-being.

  • Physical Abuse: Physical harm or violence inflicted on another person.

  • Spiritual Abuse: Misusing religious teachings to manipulate or shame individuals, infringing on their spiritual autonomy.

  • Abuse of Power and Authority: Exploiting a position of power to unduly influence, control, or violate professional boundaries with clients.

3. Preventative Measures

A. Training and Awareness Programs

  • All staff must complete annual training on abuse prevention, professional boundaries, and recognising power dynamics and spiritual abuse.

B. Conduct and Boundaries Policy

  • Strict boundaries are enforced in client and child interactions. Private, unsupervised interactions are discouraged unless necessary.

  • Staff must avoid exploiting power dynamics through coercion, manipulation, or inappropriate religious pressure.

C. Screening and Hiring

  • Mandatory background and reference checks are conducted for new hires to ensure commitment to ethical standards and boundary maintenance.

4. Reporting Procedures

A. Confidential Internal Reporting

  • Clients and staff can report abuse through a secure, confidential system without fear of retaliation. Anonymous reports are accepted.

  • Reports are directed to the Child and Client Protection Officer (CCPO), who is trained to handle sensitive cases professionally.

B. External Reporting for Independent Recourse Clients may report abuse to external oversight bodies, including:

  • State and Territory Child Protection Agencies for child abuse cases.

  • Australian Human Rights Commission (AHRC) for discrimination or human rights breaches.

  • State or Territory Ombudsman for issues related to professional misconduct or abuse of power.

C. Mandatory Reporting

  • Staff members are legally required to report suspected child abuse to the appropriate protection agency.

  • Reports involving suspected criminal conduct are referred to the police.

5. Investigation and Disciplinary Actions

A. Transparent and Fair Investigations

  • The CCPO initiates an investigation within 48 hours of a report. Cases are handled with discretion to protect privacy and gather unbiased evidence.

  • Victims are kept informed throughout the investigation.

B. Consequences for Abuse or Misconduct

  • Immediate Suspension: Credible allegations lead to immediate suspension during the investigation.

  • Disciplinary Actions: Confirmed abuse cases may result in termination and reporting to authorities.

  • Legal Action: Authorities are notified for criminal charges where required by law.

6. Support for Victims and Independent Resources

A. Counselling and Support Services

  • Victims have immediate access to trauma-informed counselling aligned with their spiritual values. Support includes emotional care and legal guidance.

  • Referrals to independent organisations like Lifeline and 1800RESPECT are available to provide impartial support.

B. Advocacy and Legal Referrals

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

7. Ethical Code of Conduct

A. Ethical Standards of Conduct

  • All staff must uphold ethics, demonstrating honesty, respect, self-restraint, and client dignity. This includes avoiding manipulative or coercive use of religious authority.

  • Personal accountability before Allah is emphasized, creating an environment free from spiritual, emotional, or physical harm.

B. Monitoring and Compliance

  • Regular audits and spot checks ensure adherence to the ethical code, and violations are addressed promptly.

8. Community Transparency and Accountability

A. Client and Community Engagement

  • This policy is shared with clients and community stakeholders. Periodic feedback is gathered to maintain alignment with community standards.

B. Policy Review

  • The policy is reviewed annually, with updates to reflect any changes in Australian legal requirements, feedback from stakeholders, or advancements in trauma-informed care practices.

This Zero Tolerance for Abuse and Child Protection Policy upholds client dignity, ensures accountability, and provides independent recourse for individuals who may have been wronged. By adhering to principles of justice and compassion, Glow Up Counselling and Wellbeing promotes a safe, respectful, and ethical environment.

Client Safety Information

Your Safety is Our Priority

At Glow Up Counselling and Wellbeing, we are committed to providing a safe, respectful, and supportive environment for all clients. We take the protection of children and vulnerable individuals seriously and have established robust procedures to prevent abuse, promote transparency, and support victims when necessary. Below are the key measures we’ve put in place to safeguard your well-being.

Our Commitment to Client Safety

Zero Tolerance for Abuse
We have a strict zero-tolerance policy for all forms of abuse, including sexual, emotional, physical, spiritual, and abuse of power. Our policies are in alignment with Australian legal standards and Islamic ethical principles, ensuring a safe, respectful, and fair environment for all.

Mandatory Background Checks

Working with Children Checks (WWCC): All staff members working with children and vulnerable clients are required to undergo a WWCC. This check screens for any criminal convictions or charges to ensure they are suitable to work with children. 

Counsellor Shereen Oliver’s WWCC Number: WWC1704712E

Expiry Date: 09/12/2029 

Police Checks: All staff are subject to regular Police Checks to ensure there is no criminal history that could affect client safety.

Shereen Oliver’s National Police Certificate No: NSWPF-2024-085911

Verification available upon request.

Ethical Code of Conduct
All staff adhere to a strict code of conduct, emphasising professionalism, respect, and maintaining clear boundaries. We are committed to preventing any power imbalances and upholding your trust and safety throughout our services.

Transparent Information for Clients
We believe in full transparency. When you begin your journey with us, you will receive:

Counselling Contract: This document outlines our policies on client safety, including confirmation that all staff have current WWCC and Police Checks.

Independent Reporting Options: You will be provided with details of external organisations where you can report abuse if you prefer not to report it internally.

If you have questions or would like to verify the status of any staff member’s WWCC or Police Check, please feel free to contact us at:

Email: shereen@glowupcounsellingandwellness.com 

Phone: +61 426 655 558

How to Report Concerns or Abuse

If you feel uncomfortable reporting concerns within Glow Up Counselling and Wellbeing, you have the option to contact key child protection organisations and regulators across Australia:

  1. Child Protection Agencies (State and Territory Level)
    Each state and territory has agencies dedicated to investigating abuse and neglect and offering support services:

    • NSW: 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

    • ACT: Community Services Directorate – Child Protection

    • NT: Department of Territory Families, Housing, and Communities – Child Protection

  2. Australian Human Rights Commission (AHRC)
    The AHRC promotes and protects human rights in Australia and provides avenues for complaints related to abuse, neglect, and discrimination.

  3. Royal Commission into Institutional Responses to Child Sexual Abuse
    This commission investigates institutional responses to allegations of abuse, offering resources and avenues for justice.

  4. Australian Federal Police (AFP)
    The AFP investigates federal crimes, including child exploitation and trafficking.

  5. National Children’s Commissioner (AHRC)
    Advocates for children’s rights and oversees issues related to abuse and exploitation.

  6. Additional Support Services

    • Lifeline Australia: 13 11 14

    • 1800RESPECT: 1800 737 732

    • Knowmore (Legal support for abuse victims): 1800 605 762

These organisations provide resources for reporting, preventing, and responding to abuse, and ensure the protection of children and vulnerable individuals across Australia.

Contact Us

For any inquiries, to report concerns, or to verify the safety measures we have in place, please don’t hesitate to contact us. We are here to offer support and ensure your safety.

Glow Up Counselling and Wellbeing

By choosing Glow Up Counselling and Wellness, you are entrusting us with your well-being. We are committed to upholding the highest standards of safety, respect, and professionalism. Thank you for placing your trust in us.