landscape of life Ai Kokoro Pty Ltd trading as landscape of life (ABN 46 678 556 968) 

Suite 4/333 Whitehorse Rd, Balwyn Victoria 3103

Last updated: 2 October 2026

1. About this policy

This policy explains how Ai Kokoro Pty Ltd trading as landscape of life (ABN 46 678 556 968)  (“landscape of life”, "we", "us", "our") handles the personal information of clients, enquirers and website visitors. We take privacy seriously. We are committed to complying with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

If you are a client, you will also be given a short collection notice and consent form at intake, which explains how we handle your information in more detail.

2. What personal information we collect

Personal information is information about you that identifies you or could reasonably identify you, such as your name, address, phone number, email address and date of birth.

Sensitive information needs extra care. It includes information about your health, sexuality, relationships, family circumstances, religious or cultural background, and criminal record or family court orders. A breach of this kind of information may lead to harm, discrimination or embarrassment.

Depending on how you deal with us, we may collect:

• your name, contact details, date of birth and billing information;
• information you share in sessions and in intake forms, including your relationship history, mental and physical health, sexual health, medications, and family and personal circumstances;
• our session notes, treatment plans and records of our communications with you;
• referral details from your GP, psychologist or other treating practitioners;
• information about other people that you share with us in the course of counselling, such as a partner, child or family member;
• payment information (processed by our payment providers; see section 9);
• your marketing and communication preferences; and
• information from your use of our website, online store or account, including technical information such as IP address and pages visited (see section 10).

3. Why we collect and use your information

We collect and use personal information to:

• assess your needs and provide counselling, therapy, coaching, supervision or other services;
• keep accurate clinical and business records, as our professional and legal obligations require;
• manage bookings, payments and communications;
• respond to enquiries;
• operate, secure and improve our website and online store;
• send you information about our services, but only if you've agreed (see section 11); and
• meet our legal and professional obligations.

We only collect information we reasonably need for these purposes. We collect sensitive information only with your consent, or where the law allows.

4. How we collect your information

We collect information:

• directly from you, in sessions and conversations;
• through our intake forms and online booking system;
• from your emails, SMS and letters;
• through our website, landing pages, enquiry and subscription forms;
• from a parent or guardian, if you're under 18;
• from a referrer such as your GP, psychologist or another treating practitioner, usually with your consent; and
• through social media, if you contact us there.

We collect information directly from you wherever practicable.

5. Anonymity and pseudonyms

You can make general enquiries without identifying yourself. For counselling and therapy, we need your real name as it appears on your ID. This is because of our duty of care, record-keeping obligations and the need to identify you safely. You can ask us to use a preferred name in sessions and communications.

6. Consent

We obtain your consent to collect and use your personal and other sensitive information when you become a client, usually through our intake and consent form. You can withdraw or limit your consent at any time by contacting us. If you withdraw consent, we may not be able to continue providing services. We may still need to keep records we are legally required to keep.

7. Couples, families and joint sessions

When we work with couples or families, information about more than one person may be recorded in a single file. In joint work:

• each person is a client of the practice;
• information shared in joint sessions is not treated as confidential between the people in the session; and
• we explain at intake how we handle information shared individually outside joint sessions.

When you ask for access to your records, we will consider the privacy of any other people mentioned in them.

8. Limits of confidentiality

We will not disclose your personal information without your consent, except where the law allows or requires. For example:

• where we reasonably believe disclosure is necessary to lessen or prevent a serious threat to the life, health or safety of a person, or a serious threat to public safety;
• where we are required to report or share information to protect children, as child protection laws require or permit;
• where a court order, subpoena, warrant or other law compels disclosure; and
• where it is necessary to respond to a lawful request from a regulator or professional body.

Where practicable, we'll tell you before we disclose your information in these situations.

9. Who we share information with (service providers and others)

We share personal information only as needed, and only for the purposes described in this policy.

Service providers who help us deliver our services. We use third-party providers to run our practice and website. They handle information on our behalf, only to provide their service to us. Examples include:

• practice management and online booking software;
• email and subscriber management;
• website hosting, online store and account platform;
• payment processors;
• IT support, backup and secure storage providers; and
• accountants, bookkeepers, insurers and legal advisers.

We require these providers to:

• use your information only to provide services to us, and not for their own marketing or other independent purposes beyond what our agreement with them allows;
• keep your information confidential and secure; and
• comply with their privacy obligations.

Some platforms, such as an online booking or payment page, may also collect information from you directly under their own privacy policies. We encourage you to read those policies.

Other people we may share information with:

• practitioners and services you've asked us to coordinate with, such as your GP or psychologist with your consent;
• our clinical supervisor or case consultants, in de-identified form wherever possible;
• our professional association or registration body, where required; and
• others where you've given consent or where section 8 applies.

We don't sell your personal information, and we don't give it to other organisations for their own marketing.

Overseas disclosure. Some of our providers, such as email marketing and analytics services, may store or process information in the United States or other countries. We take reasonable steps, including contractual arrangements, to make sure they protect your information.

If our business is ever sold or transferred, we won't transfer client health records without taking the steps required by law to protect your information.

10. Website users and online services

This section applies to anyone who visits our website, uses our online forms, books online, subscribes to our mailing list, buys from our online store, or signs in to an account.

Information we collect.

• Information you give us: your name, contact details and any message you send through contact, booking, subscription, account registration or order forms.
• Information collected automatically: your IP address, device and browser type, pages visited, referring page, and the date and time of your visit.

Cookies and similar technologies. We use cookies to make our website work and to understand how it's used:

• Essential cookies keep the site secure and working, for example for sign-in and your shopping cart.
• Analytics cookies, such as Google Analytics, measure website traffic in aggregate. You can opt out at tools.google.com/dlpage/gaoptout.
• Advertising cookies are set by our advertising partners on pages that display ads. We only use them with your consent (see "Advertising on our website" below).

You can change your cookie settings at any time through your browser.

Please protect your own privacy online. Contact forms and email are not a secure way to send sensitive information. Please keep details about your health or personal circumstances for your intake form or your sessions.

Accounts and orders. If you create an account or buy from our online store, we use your details to manage your account and orders. You can ask us to update or close your account. We may need to keep order and payment records for tax and legal purposes.

Advertising on our website. Some pages of our website, display advertising provided by third parties, including [Google AdSense / Ezoic] and their advertising partners. These providers use cookies and similar technologies to show ads based on your visits to this and other websites, and they may collect information such as your IP address, device details and the pages you view. They handle this information under their own privacy policies. 

We don't use session information, or anything you tell us as a client, to target or personalise advertising.

You can opt out of personalised advertising through Google Ads Settings (adssettings.google.com), at aboutads.info or youronlinechoices.com.au, and by managing cookies through your browser settings. Opting out of personalised ads won't remove all ads, but they will be less tailored to you.

Third-party platforms and links. Our website may link to or embed content from third parties, such as social media platforms, online retailers, product suppliers and our booking system. These third parties may set their own cookies and have their own privacy policies. We don't control them and aren't responsible for their practices.

11. Marketing

We only send you marketing communications if you've asked to receive them or have otherwise consented. Every marketing message includes a way to unsubscribe, and you can also opt out at any time by contacting us. We comply with the Spam Act 2003 (Cth).

We do not use your session or health information for marketing. Advertising shown on our website (see section 10) is separate from our direct marketing and doesn't depend on whether you subscribe to our emails. We do not sell, rent or give our mailing lists to other organisations for their own marketing. Our email platform provider stores and sends emails on our behalf, only as we direct, and is not permitted to use your information for its own marketing.

12. Storing and securing your information

We store personal information in electronic and hard copy form. Electronic records are kept in secure, access-controlled systems, and only authorised people can access them. Hard copy records are kept in locked storage.

We don't keep credit card or bank details once a payment is processed. Our payment providers handle card details.

No method of transmission over the internet is completely secure, so please be careful about what you send by email or SMS.

If we become aware of a data breach that is likely to cause serious harm, we will investigate promptly, take steps to contain it, and notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

13. How long we keep your information

We keep information only as long as we need it for the purposes we collected it for, or as the law requires.

• Health and clinical records: at least 7 years after our last service to you. If we collected the information when you were under 18, we keep it until you turn 25, or for 7 years after our last service if that is longer. 
• Financial and tax records: 5 years, as Australian tax law requires.
• Marketing information: until you unsubscribe or ask us to delete it.

After these periods, we securely destroy or de-identify the information. If you ask us to delete your information, we'll do so unless the law requires us to keep it, in which case we'll explain why.

14. Accessing and correcting your information

You can ask to access the personal and health information we hold about you, or ask us to correct it. Contact our Privacy Officer (see section 18). We may ask you to verify your identity first.

• We'll respond within 30 days.
• There is no charge for making a request or for correcting your information. We may charge a reasonable fee to cover the cost of providing access.
• If we refuse access, we will give you written reasons and explain how you can complain.
• If we disagree that your information needs to be corrected, we will attach a note recording your view.

15. Children and young people

If you're under 18, we usually involve a parent or guardian in consent and information sharing, taking into account your age, maturity and best interests. We handle each situation individually. Where a young person can understand and consent to counselling on their own, we may rely on their consent.

16. Automated decision-making and AI tools

We don’t use automated systems to make decisions that significantly affect your rights or interests. We may use AI tools to record, transcribe or write up your sessions. 

17. Complaints

If you think we have mishandled your information, please contact our Privacy Officer in the first instance. We'll acknowledge your complaint, investigate it and try to resolve it within 30 days.

If you're not satisfied with our response, you can complain to:

Office of the Australian Information Commissioner (OAIC): oaic.gov.au, 1300 363 992

18. Contact us

Privacy Officer: Jo Gniel 

Email: [email protected]

Phone: 0404 033 371 

Address: Suite 4/333 Whitehorse Rd, Balwyn Victoria 3103 

19. Changes to this policy

We may update this policy from time to time. The current version is always on our website, and we'll email current clients about significant changes.