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Privacy & Personal Data Protection Policy

Effective date: 31 August 2026
Last updated: 31 August 2026

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This Privacy Policy explains how Coast Counselling (UEN:53449837W) (the “Practice”, “we”, “us” or “our”), collects, uses, discloses, protects and retains personal data in accordance with the Personal Data Protection Act 2012 of Singapore (“PDPA”).

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By using this website or providing personal data to us, you acknowledge that you have read this Privacy Policy.

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1. Scope of this Privacy Policy

This Privacy Policy applies to personal data collected through our website and related communications, including:

  • contact and enquiry forms;

  • appointment or booking requests;

  • email;

  • WhatsApp;

  • newsletter subscriptions; and

  • other online interactions with the Practice.

If you become a counselling client, additional privacy and confidentiality arrangements apply to information collected as part of the therapeutic relationship. These are explained in our Informed Consent / Counselling Agreement and Data Retention Policy.

For the purposes of this Policy, personal data means data about an individual who can be identified from that data, or from that data together with other information to which we have or are likely to have access.

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2. Personal Data We Collect

Depending on how you interact with us, we may collect personal data including:

  • your name;

  • email address;

  • telephone number;

  • age or date of birth where relevant;

  • appointment and booking information;

  • information you provide in enquiry or contact forms;

  • information contained in communications with us;

  • payment or invoicing information where applicable; and

  • any other information you voluntarily provide.

 

If you proceed with counselling, additional personal and sensitive information may be collected as part of the intake and counselling process. This may include information relating to your personal circumstances, relationships, emotional wellbeing, mental health, medical history or other matters relevant to counselling.

We only seek information that is reasonably necessary for the purpose for which it is collected.

Please avoid including more sensitive personal information than necessary when making an initial enquiry.

 

3. Children and Young Persons

The website may be used by parents or guardians enquiring about counselling for a child or young person.

Where personal data relating to a minor is collected, appropriate consent, confidentiality and safeguarding arrangements will apply depending on the circumstances.

Counselling involving minors is subject to separate informed consent and confidentiality arrangements.

 

4. How We Use Personal Data

We may collect, use or disclose personal data for purposes including:

  • responding to enquiries;

  • arranging and managing appointments;

  • determining whether our services are suitable for your needs;

  • communicating administrative or service-related information;

  • providing counselling services where you become a client;

  • processing payments and issuing invoices or receipts;

  • maintaining appropriate professional and administrative records;

  • managing safety or safeguarding concerns where relevant;

  • operating and improving the website;

  • sending newsletters or other communications where you have subscribed or consented;

  • managing complaints or enquiries;

  • complying with professional and ethical obligations; and

  • complying with applicable legal or regulatory requirements.

We will not use your personal data for purposes unrelated to those for which it was collected unless you have consented or the use is otherwise permitted or required by law.

We do not use information disclosed during counselling for targeted advertising or marketing.

 

5. Accuracy of Personal Data

We take reasonable steps to ensure that personal data used or disclosed by us is accurate and complete where this is appropriate for the purpose for which the information is used.

You are encouraged to let us know if relevant information changes, particularly your:

  • contact details;

  • emergency contact information;

  • location or residency information where relevant to online counselling; or

  • other information that may affect the provision of services.

You may also request correction of inaccurate or incomplete personal data as described below.

 

6. Consent and Withdrawal of Consent

Where consent is required, personal data will be collected, used or disclosed with your consent or as otherwise permitted under the PDPA.

By voluntarily submitting personal data through a contact form, booking request or other communication, you consent to its use for purposes reasonably connected with your request.

You may withdraw consent by contacting our Data Protection Officer.

Before processing a withdrawal request, we may explain the likely consequences. For example, if information is necessary to provide counselling or manage an appointment, withdrawing consent may affect our ability to provide that service.

Withdrawal of consent does not require us to delete information that we are permitted or required to retain for legal, professional or legitimate business purposes.

 

7. Disclosure of Personal Data

We do not sell, rent or trade personal data.

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Personal data may be disclosed or made accessible where reasonably necessary to:

  • service providers supporting our website, booking systems, email, communications, payments, cloud storage or other Practice operations;

  • clinical supervisors or professional consultants where relevant to counselling and subject to professional confidentiality;

  • healthcare, emergency or other appropriate services where disclosure is permitted or required in connection with a serious safety concern;

  • professional advisers such as accountants, insurers or legal advisers where reasonably necessary;

  • regulators, courts, government authorities or professional bodies where required or permitted by law; or

  • another person or organisation where you have authorised the disclosure.

 

We take reasonable steps to ensure that third-party service providers handling personal data on our behalf provide appropriate protection for that information.

Additional limits and exceptions to confidentiality within counselling are explained separately in the Informed Consent / Counselling Agreement.

 

8. Overseas Processing and Transfers

Some third-party technology providers used by the Practice may store or process personal data outside Singapore.

Where personal data is transferred outside Singapore, we take reasonable steps required under the PDPA to ensure that the transferred data receives a standard of protection comparable to that provided under Singapore’s PDPA.

This may include using reputable service providers and appropriate contractual or other data-protection safeguards.

 

9. Data Security

We take reasonable administrative, technical and physical measures to protect personal data against risks including unauthorised access, collection, use, disclosure, copying, modification, loss or disposal.

These measures may include access controls, password protection, secure storage, appropriate device security and the use of reputable third-party service providers.

However, no method of internet transmission or electronic storage can be guaranteed to be completely secure.

For this reason, we encourage you not to send unnecessary sensitive or confidential information through ordinary email, WhatsApp or website contact forms.

 

10. Data Retention

Personal data is retained only for as long as reasonably necessary for the purpose for which it was collected or for applicable legal, professional, ethical or business requirements.

When identifiable personal data is no longer required, we will take reasonable steps to securely delete, destroy or anonymise it.

Different retention periods apply to different types of information, including counselling records, enquiries, financial records and website information.

Please refer to our Data Retention Policy for further information.

 

11. Your Rights Under the PDPA

Subject to the PDPA and applicable exceptions, you may:

  • Request access to personal data about you that is in our possession or under our control, together with information about how it has been used or disclosed as provided under the PDPA.

  • Request correction of inaccurate or incomplete personal data.

  • Withdraw consent to the collection, use or disclosure of personal data where the relevant processing is based on consent.

To make a request, please contact our Data Protection Officer.

We may need to verify your identity before responding. Any identity verification requested will be proportionate to the nature and sensitivity of the information concerned.

Where permitted under the PDPA, we may charge a reasonable fee reflecting the incremental cost of responding to an access request. If a fee applies, we will provide you with a written estimate before processing the request.

We do not charge a fee merely for submitting a correction request.

Certain information may be exempt from access or correction requirements under the PDPA, including information affecting the privacy or rights of another person.

Requests concerning counselling records may require particular consideration because clinical records can contain professional observations or personal information relating to other individuals.

 

12. Marketing Communications and Do Not Call

Where you subscribe or otherwise consent to receive marketing or promotional communications, we may contact you using the communication method you have provided.

You may withdraw your consent or unsubscribe at any time using the unsubscribe option provided or by contacting us.

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Where marketing communications are sent to Singapore telephone numbers, including by telephone call, SMS or other applicable messaging channels, we will comply with the relevant provisions of the PDPA and the Singapore Do Not Call Registry requirements.

Where required, we will obtain appropriate consent or check the relevant Do Not Call Register before sending promotional communications.

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This does not prevent us from sending communications reasonably necessary to administer services you have requested, such as:

  • appointment confirmations;

  • appointment reminders;

  • cancellation or rescheduling information;

  • payment-related communications; or

  • other administrative messages relating to your counselling services.

 

13. Cookies and Website Analytics

Our website may use cookies and similar technologies to provide website functionality, maintain security and understand how visitors use the website.

Depending on the services enabled on the website, technical information may include:

  • browser and device information;

  • IP address;

  • pages visited;

  • date and time of visits;

  • referral source; and

  • information about website interactions.

Third-party analytics or website providers may also process this information in accordance with their own privacy policies.

You may be able to disable or restrict cookies through your browser or the website’s cookie settings. Disabling some cookies may affect website functionality.

 

14. Third-Party Websites and Services

Our website may contain links to third-party websites or use third-party booking, payment, communication or other services.

These organisations operate under their own privacy policies and terms.

We are not responsible for the privacy practices, security or content of independent third-party websites or services.

We encourage you to review the relevant provider’s privacy information before providing personal data directly to them.

 

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology, professional requirements or applicable law.

The current version will be published on this website with an updated “Last updated” date.

Where a change materially affects how existing personal data is collected, used or disclosed, we will provide additional notice or obtain consent where required by law.

 

16. Contact and Data Protection Officer

If you have questions about this Privacy Policy, wish to make an access or correction request, withdraw consent, or have concerns about how your personal data has been handled, please contact:

 

Data Protection Officer
Coast Counselling
UEN: 53449837W

Email: dora@coastcounsellingsg.com
 

We will review and respond to personal data enquiries in accordance with applicable requirements under the PDPA.

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