Last updated: 5 November 2026
The Freedom Room Pty Ltd (ABN 51 651 079 695), trading as The Freedom Room (“we”, “us”, “our”), respects your privacy. We know that reaching out about alcohol or other drugs takes courage, and that what you share with us is personal. This policy explains what information we collect, why, how we look after it and what your rights are.
We follow the Australian Privacy Principles in the Privacy Act 1988 (Cth).
This policy also covers The Freedom Room Foundation, which is run by the same people and uses the same systems.
1. What information we collect
Depending on how you deal with us, we may collect:
- Contact details: your name, email address, phone number and postal address.
- Booking details: the appointments, programs, meetings and workshops you book, and any notes or answers you give on booking forms.
- Health and personal history information: information about your alcohol or other drug use, your physical and mental health, medications, treatment history, family and relationships, and anything else you choose to share with us in sessions, meetings, messages or forms.
- Emergency contact details: if you give them to us.
- Payment information: what you bought and paid, payment plan details, and invoices. Card details are processed by our payment providers. We don’t store full card numbers ourselves.
- Messages: emails, texts, phone calls and Facebook Messenger chats with our team, including daily support messages during a program.
- Website information: what you enter in our website forms (for example the contact form, which asks for your name, surname, email, phone and how we can help), and technical information such as your IP address, browser, the pages you visit and how you got to our site.
- Feedback and testimonials: if you choose to give them.
You can contact us without giving your real name (for example, to ask a general question). We will need your name and contact details to provide a session or program.
2. Health information is sensitive information
Under the Privacy Act, health information is sensitive information and gets extra protection. We only collect it with your consent and only when it is reasonably needed to support you. We will not use it for marketing.
3. How we collect information
We collect information directly from you when you:
- book a call, session, program or workshop online or by phone;
- fill in a form on our website, sign up for a free guide or e-book, or buy something from our online shop;
- attend a session, meeting, workshop or event;
- message, email or call us;
- pay an invoice.
Sometimes we may receive information from someone else, such as a family member, partner, GP or other health professional, but only with your consent or where the law allows it.
4. Why we collect and use your information
We use your information to:
- provide counselling, coaching, recovery programs, meetings and workshops, and tailor them to you;
- manage bookings, reminders and your program schedule;
- give you support between sessions;
- take payments, run payment plans and send invoices and receipts;
- send you the guides, e-books or programs you asked for;
- send you news and information about our programs and events (see section 7);
- keep you and other people safe;
- improve our services and website;
- meet our legal, insurance and professional obligations.
5. Confidentiality and when we may share information
What you tell us in sessions is kept confidential. We will not share your personal or health information with anyone (including family members) without your consent, except where:
- we reasonably believe there is a serious threat to your life, health or safety, or someone else’s;
- we are required or authorised by law (for example, a court order or subpoena, or child protection reporting obligations);
- it is needed to provide a service you’ve asked for, using the service providers listed below.
In group meetings and workshops, we ask everyone to respect each other’s privacy and keep what they hear in the room. We can’t guarantee what other attendees do, so please share only what you’re comfortable with.
6. Service providers we use
We use trusted third-party services to run the business. They only receive what they need to do their job:
| Service | What we use it for | What it may hold |
|---|---|---|
| Squarespace Scheduling (Acuity Scheduling) | Online bookings, appointment reminders and program packages | Name, contact details, booking details, intake form answers, payment for bookings |
| MailerLite | Our email list, website sign-up forms and contact form | Name, email, phone (if given), your message, which lists you’re on and which emails you open |
| Square | Card payments in person and online | Payment details and transaction records |
| PayPal | Payments in our online shop | Payment details and transaction records |
| WooCommerce (on our website) | Online shop orders for programs and workbooks | Name, contact details, order history |
| Xero | Invoicing, payment plans and accounting | Name, contact details, invoices and payments |
| Zoom | Online sessions and meetings | Name, email, and session attendance |
| Facebook Messenger (Meta) | Daily support messages and group chats | Your messages and profile name |
| Google Analytics and Google Tag Manager | Understanding how people use our website | Technical and usage data (see section 9) |
| Crazy Domains | Hosting our website | Website form data and technical data |
| Heidi | AI scribe that helps us write session notes | Session audio and notes, and your name |
| Gmail (Google Workspace) | Your emails with us and your contact details | |
| Our bookkeeper and accountant | Bookkeeping, tax and accounts | Financial records, such as invoices and payments |
Overseas storage. Some of these providers store data outside Australia, including in the United States and the European Union. We choose reputable providers and take reasonable steps to make sure they protect your information in line with the Australian Privacy Principles.
We do not sell, rent or trade your personal information.
7. Marketing emails and how to opt out
If you sign up for a free guide or e-book, contact us, book a call or buy from us, we may send you emails about our programs, workshops and events. We follow the Spam Act 2003 (Cth).
You can unsubscribe at any time using the link at the bottom of every email, or by contacting us. Unsubscribing from marketing won’t stop us sending you messages you need about bookings, payments or a program you’re in.
We will never use your health information to send you marketing.
8. How we keep your information safe
We take reasonable steps to protect your information from misuse, loss and unauthorised access, including password-protected accounts, limiting access to team members who need it, and using secure, reputable software providers.
We keep client records for 7 years after your last session and then securely destroy or de-identify them.
If there is a data breach that is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner (OAIC), as required by the Notifiable Data Breaches scheme.
9. Cookies and website analytics
Our website uses cookies and Google Analytics (through Google Tag Manager) to understand how visitors use the site, such as which pages are visited. This data is about website use and doesn’t tell us who you are. Our online shop also uses cookies to make the cart and checkout work.
You can block or delete cookies in your browser settings. Some parts of the site, like the shop, may not work properly without them.
10. Accessing and correcting your information
You can ask to see the personal information we hold about you, or ask us to correct it if it is wrong, out of date or incomplete. Contact us using the details below. We’ll respond within 30 days. In rare cases the law allows us to refuse access (for example, if giving access would put someone’s safety at risk). If that happens, we’ll explain why in writing.
We don’t charge you to ask, or for giving you a copy of your information.
11. Young people
Our services are for people aged 16 and over.
12. Complaints
If you’re unhappy with how we’ve handled your personal information, please talk to us first. Contact our Privacy Officer using the details below. We’ll acknowledge your complaint within 5 business days and aim to resolve it within 30 days.
If you’re not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC):
- Website: www.oaic.gov.au (you can lodge a complaint online)
- Phone: 1300 363 992
- Post: GPO Box 5288, Sydney NSW 2001
13. Contact us
Privacy Officer: Rachel Acres
The Freedom Room Pty Ltd
Unit 9a, 521 Beams Rd, Carseldine QLD 4034
Phone: (07) 3325 1531
Email: rachel@thefreedomroom.com.au
14. Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.