We will ask you a range of question to set up a client record. You do not have to answer or you might decide to give some bits of information. We ask questions to help identify you if you call again, for referral purposes or you might need this information in the future to support a legal report or other application. Some of the questions might include:

• Your name. (However, you don't have to give your real name. You can choose a different name you would like to use.)
• Your age
• Your gender identity
• The state or territory you live in and your postcode
• Whether you have specific needs (for example, because of a disability or having trouble understanding English
• How safe you think you might be at the moment
• The kind of violence that has happened to you or you are experiencing
• What you think you might need at the moment to help you
• What support you might have to assist you
• If you’re worried about anyone else (for example, your children or others)

The client record will also include a brief summary of concerns raised, a safety or action plan (if relevant), agreed follow-up or referral. We do not transcribe or record calls.

Full Stop Australia does not take or keep recordings of any voice or video sessions.

Full Stop Australia is able to provide you with a copy of your client record or a report that provides a summary of the care provided only if we are able to match your request and identification with the information we have in our client record system. When we receive a request for client records, there are a number of steps that we will take to establish your identity and informed consent.

We need to undertake these steps to make sure we are keeping information that is given to us by our clients stays confidential and is not shared unless we are sure that it is with consent, within legal requirements and we have the correct person. This process is in line with the expectations set out by the Australian Privacy Principles guidelines.

While we understand clients’ need for anonymity, we hold sensitive and confidential information which means we are legally required to take steps to ensure that the person requesting a file is the rightful owner of that file. Therefore, it does mean that we will likely not be able to provide the file notes as it is difficult to ensure information we hold matches the contact with Full Stop Australia, without initially collecting details that would assist in identifying you.

Yes, as a telephone and online counselling service, we do not meet our clients in person, so we have no visual way to confirm identity. Because we hold sensitive and confidential information, we are legally required to take steps to ensure that the person requesting a file is the rightful owner of that file. Providing certified copies of your identification, and a statutory declaration, helps us meet legal requirements to protect your privacy. Without this information, we may not be able to match you to your records and therefore won’t be able release the information.

We understand that completing paperwork when you are seeking support can feel overwhelming. Our team will guide you through the process and do our best to make it as simple as possible while ensuring sensitive information is kept safe. However, it is important to ensure we are disclosing the right information.

Only with your consent will Full Stop Australia provide copies of your client record or a report that provides a summary of the care provided. If we receive a request we would make contact with you to make sure we are able to match your request and identification with the information we have in our client record system.

There are a number of reasons including not being certain we have matched the identity of the client or if we have concerns that this will create a risk of harm to the client or others in releasing the information. When we receive a request for records we work with you or a nominated party to talk through any concerns or challenges in providing you with the requested information.

Full Stop Australia is required to comply with any legal request for your client records including if we receive a subpoena or search warrant. If we receive a third-party request, we will make every effort to contact you and also provide you with information about where to seek legal advice to support you in making an informed decision about what information you want to release. There may be special provisions under the law that protect your counselling records, if you have any questions or concerns you can contact our services or find information about services available at: https://nationallegalaid.org.au/national-services.

Once you have provided us with the correct information and documents, we aim to have a finalised support letter to your support service within 3-4 weeks. If you have a more pressing timeline, please let us know when you make the request.