What confidential really means in online counselling.

23 October 2026 · 6 min read

You have decided to talk to someone, and a quiet question is holding you back. Who else will know? Will it be written down somewhere? Is a video call really private?

Those are fair things to ask before you tell a stranger something you have not told anyone. Here is what confidential means in practice, where it stops, and what to check before you book.

What does confidential mean in counselling?

It means what you say in a session is not passed on to other people without your agreement, except in a small set of situations. It does not mean nothing is ever written down, and it does not mean nobody could ever be told.

Australian privacy law gives this real weight. The Office of the Australian Information Commissioner (OAIC) says the Australian Privacy Principles apply higher standards to the collection of sensitive information, a category that includes health information. The same principles require organisations to take reasonable steps to protect the information they hold from misuse, loss and unauthorised access.

InnerHub treats everything you share as health information on that basis. Its security and privacy page sets this out in plain language, and the full legal detail is in the Privacy Policy.

Are online counselling sessions private?

On InnerHub, yes, in three practical ways. Sessions run as encrypted video inside your InnerHub account, in a private room tied to your booking, so there is no meeting link to forward and nothing to install. Recording is not enabled in the platform. And your card details are handled by a payment provider rather than stored on InnerHub's own servers.

The part nobody can build in for you is your own space. Choose a room where you can speak freely, and use headphones if other people are home. A private platform cannot help if someone is standing behind you.

Does anyone write down what I say?

Usually the practitioner keeps brief notes, and that is normal in counselling. InnerHub's Privacy Policy says it collects information from practitioners where they record session notes or progress information about the support they provide. Those notes are treated as health information too.

You also have a right to see your own information. Under Australian Privacy Principle 12, an organisation must generally give you access to the personal information it holds about you unless a specific exception applies, and you can ask for anything inaccurate to be corrected.

When can confidentiality be broken?

Rarely, and for specific reasons. Information can be shared with your consent, where an Australian law or court order requires or authorises it, or where there is a serious safety concern.

The OAIC describes the serious-threat situation carefully. The entity must reasonably believe that sharing is necessary to lessen or prevent a serious threat to the life, health or safety of any individual, and it must be unreasonable or impracticable to get the person's consent. The OAIC says the belief needs a reasonable basis, and that actions which are merely helpful or convenient do not count. A threat to finances or reputation does not ordinarily qualify.

In plain terms: if you or someone else is at serious risk, a practitioner may need to involve emergency services or another appropriate person. Everyday worries, difficult feelings and things you are not proud of are not in that category. A good practitioner explains these limits at the start, so ask if they have not.

Does it matter that my practitioner is overseas?

It is worth knowing, and InnerHub says so openly. InnerHub practitioners are experienced and qualified in their own countries. They are not AHPRA-registered, so sessions sit outside Medicare. Because they work from overseas, your practitioner can see and hear you wherever they are located.

InnerHub's Privacy Policy lists the countries your information may be disclosed to and the safeguards around them, and practitioners are bound contractually to Australian-level privacy obligations. If you want more detail before booking, read the policy or ask the support team.

What should you check before booking?

Whichever service you use, these questions are reasonable:

• Is the session recorded? Ask for a plain yes or no.
• What is written down, and can I see it? You should be able to ask.
• Where is the practitioner located? Privacy law and risk differ by country.
• Who sees my data besides the practitioner? Look for a clear statement that it is not sold or shared with advertisers.
• What are the limits? A trustworthy service tells you before you start talking.

What counselling cannot do

Counselling gives you a private place to work through what you are carrying. It does not replace a doctor. InnerHub practitioners work within their training and refer honestly: if what you are carrying needs a GP or specialist care, they will say so.

If you are ready to start, get matched with a therapist. A 50-minute session is $59.90 AUD, and you can read what is included on the pricing page.

When to get help sooner

If you are in immediate danger, call 000. For support at any hour, Lifeline is on 13 11 14.

This article is general information for adults 18 and over. It is not legal, clinical or medical advice, and not a substitute for professional care.

General information, not clinical or medical advice. For adults 18 and over. InnerHub is not a crisis service: in an emergency call 000, or Lifeline on 13 11 14.