Practice policy

1. Purpose

Calm Waters Wellbeing Practice is committed to providing safe, respectful, professional and person‑centred counselling, wellbeing support and professional supervision services.

Our practice recognises that every person has unique experiences, strengths, challenges and goals. We aim to create a supportive environment where clients feel heard, respected and empowered.

Our approach is trauma‑informed, strengths‑based and culturally respectful.

2. Services provided

Calm Waters Wellbeing Practice may provide:

• Individual counselling and wellbeing support
• Trauma‑informed counselling
• Support for stress, burnout, life transitions and emotional wellbeing
• Professional supervision and reflective practice
• Workplace wellbeing and professional development support
• Other services agreed upon between the practitioner and client

Services provided will be discussed and agreed upon prior to commencement.

3. Your rights

Clients have the right to:

• Be treated with dignity, respect and compassion
• Receive services free from discrimination, harassment or abuse
• Participate in decisions about their support
• Ask questions about services and fees
• Understand the limits of confidentiality
• Access information about their personal information
• Provide feedback or make a complaint
• End services at any time, subject to any agreed contractual arrangements

4. Practitioner responsibilities

Calm Waters Wellbeing Practice is committed to:

• Providing professional and ethical services
• Maintaining appropriate professional boundaries
• Respecting client autonomy and informed choice
• Working within professional qualifications, experience and scope of practice
• Maintaining confidentiality and privacy
• Practising in a trauma‑informed and culturally responsive manner
• Seeking professional supervision and ongoing professional development
• Referring clients to other services where their needs fall outside the scope of the practice

5. Confidentiality

Information shared during counselling or supervision sessions will be treated as confidential, except where disclosure is required or permitted by law.

Confidentiality may be limited in circumstances including:

• Where there is a serious and imminent risk of harm to the client or another person
• Where disclosure is required by law
• Where information is requested by a court or other lawful authority
• Where a client provides written consent for information to be shared
• Where consultation or supervision is necessary for professional practice, with identifying information minimised wherever possible

The limits of confidentiality will be explained to clients at the commencement of services.

6. Informed consent

Before services commence, clients will be provided with information about:

• The nature and purpose of the service
• Fees and payment arrangements
• Confidentiality and its limitations
• Cancellation arrangements
• How personal information is collected, stored and used
• Their right to withdraw consent or discontinue services

Clients may ask questions at any time.

7. Professional boundaries

Calm Waters Wellbeing Practice maintains professional boundaries to protect both clients and the practitioner. These include:

• Maintaining appropriate communication
• Avoiding dual relationships wherever possible
• Respecting personal space and privacy
• Using professional communication channels
• Avoiding personal or financial relationships with clients outside the agreed service

Clients are encouraged to discuss any concerns about boundaries directly with the practitioner.

8. Fees and payment

Fees will be discussed and agreed upon before services commence. Payment arrangements may include:

• Payment at the time of service
• Payment by invoice
• Other arrangements agreed in writing

Clients will be informed of any changes to fees in advance where reasonably practicable.

9. Cancellation and non‑attendance

Clients are asked to provide as much notice as possible when cancelling or rescheduling an appointment. Where applicable, cancellation fees may apply if insufficient notice is provided.

The specific cancellation arrangements will be outlined in the client service agreement or booking terms. Calm Waters Wellbeing Practice will aim to apply cancellation policies fairly and reasonably, taking individual circumstances into account.

10. Complaints and feedback

Calm Waters Wellbeing Practice welcomes feedback as an opportunity to improve services. Clients may raise concerns directly with the practitioner by:

• Email: noreen@calmwaterswellbeingpractice.com.au
• Phone: 0416 539 387

Complaints will be treated respectfully, confidentially and without retaliation. Where a complaint cannot be resolved directly, clients may be informed of relevant external complaint or professional regulatory pathways.

11. Safety and crisis support

Calm Waters Wellbeing Practice is not an emergency or crisis response service.

If a client is experiencing an immediate risk to their safety or the safety of another person, they should contact emergency services on 000 or attend their nearest hospital emergency department.

Clients may also be encouraged to contact appropriate crisis support services depending on their circumstances.

12. Record keeping

Appropriate records of client sessions and services will be maintained in accordance with professional, legal and ethical obligations. Records may include:

• Client contact details
• Consent documentation
• Session notes
• Relevant correspondence
• Referral information
• Invoices and payment records

Records will be stored securely and accessed only by authorised persons.

13. Cultural respect and inclusion

Calm Waters Wellbeing Practice is committed to providing inclusive and culturally respectful services. We recognise the importance of culture, identity, lived experience, family, community and spirituality in wellbeing.

Clients are encouraged to share any cultural, accessibility or communication needs that may assist in providing appropriate support.

14. Review of policy

This policy will be reviewed periodically to ensure it remains consistent with professional obligations, relevant legislation and the needs of the practice.

Approved by Noreen Masiyane, Owner and Practitioner, Calm Waters Wellbeing Practice. Australia, 5 August 2026.

If you need urgent help, call Lifeline on 13 11 14 or 000. Calm Waters is not an emergency service.