PDPA Privacy Policy | Listening Ear Counselling & Consultancy Pte. Ltd.

Last Updated: 7 December 2024

Welcome to Listening Ear Counselling & Consultancy Pte. Ltd. We value your trust and are committed to protecting your personal data in compliance with Singapore’s Personal Data Protection Act 2012 (PDPA). This Privacy Policy outlines how we collect, use, disclose, and protect your personal data.

For more information about our practice, please visit:

1. Scope of Policy

This Privacy Policy applies to all personal data collected through:

Counselling sessions (in-person and online).
Forms, emails, WhatsApp messages, and other communications.
Insurance or legal documentation processes.
Our website and related digital platforms.

By using our services, you consent to the collection, use, and disclosure of your personal data in accordance with this policy.

2. Types of Personal Data Collected

We collect and process the following personal data:

Personal Identification Data: Full name, date of birth, gender identity, pronouns, contact details (email, phone numbers, residential address).
IC Details: Collected when required for insurance claims, legal purposes, or security reasons.
Emergency Contact Information: Name, relationship, and contact details.
Medical and Mental Health Data:
- Current and past health conditions (e.g., diabetes, anxiety, ADHD).
- Medications and reasons for use (e.g., depression, hypertension, heart conditions).
- Self-assessment forms (e.g., daily functioning, strengths, stressors).
Communication Data: Information shared via WhatsApp messages related to appointments, informed consent, or therapeutic concerns.
Stressful Events Data: Legal issues, financial difficulties, relationship challenges, grief, or other transitions.
Payment Information: Invoices, receipts, and transaction details.

3. Purpose of Collecting Personal Data

We collect your personal data for the following purposes:

To Provide Counselling Services

Tailoring therapy sessions to your individual needs.
Tracking therapeutic progress.

For Administrative Purposes

Appointment scheduling, invoicing, and fee collection through in-house administrative systems.
Sending reminders and confirmations via WhatsApp.

Legal and Compliance Needs

Insurance claims or court-ordered counselling.
Collection of IC details for informed consent forms when legally required.

Emergency Situations

Contacting your emergency contact when necessary.

Service Improvement

Analysing anonymised data to enhance client experience and optimise services.

4. Data Access Limitations

Administrative Staff Access

Administrative staff only access essential information for billing, scheduling, and invoicing purposes, such as:
- Client names.
- Session dates, times, and payment details.
No Access to Case Notes: Administrative staff are strictly prohibited from accessing case notes or therapeutic records.

IT Staff Access

IT personnel have no access to case notes, client names, or personal details.
Their role is limited to:
- Maintaining secure IT systems and ensuring website functionality.
- Accessing publicly available information, such as testimonials, for technical purposes.

5. Collection of IC Details and WhatsApp Messages

IC Details

Full IC numbers are collected only when necessary, such as:

For insurance claims or reimbursements.
For legal or regulatory compliance (e.g., court-mandated therapy).
For verification in high-risk or security situations.

WhatsApp Messages

Used for communication purposes (e.g., scheduling, confirmations, or therapeutic concerns).
Sensitive data shared via WhatsApp is minimised and stored securely.

6. Use of Data for Supervision, Certification, or Research

Video or Audio Recordings

Occasionally required for certification or training purposes (e.g., Gottman Method certification).
Explicit Written Consent: We will always seek your written consent before recording any session. Recordings will be securely handled, shared only with authorised supervisors or certification bodies, and deleted after use.

Supervision and Case Presentations

Generalised, de-identified information (e.g., nature of the issue, therapeutic strategies) may be shared for supervision or research purposes.
Anonymity Assured: Names, IC numbers, and personal identifiers will never be disclosed.

Client Assurance

Your privacy is our priority. These practices adhere to the highest ethical and professional standards. If you have concerns, we encourage open discussion.

7. Marketing and Use of Cookies

No Marketing Use: We do not collect or disclose personal data for marketing purposes.
Cookies: While our website may use cookies to enhance user experience, no data is used for targeted advertising or promotional activities. You can manage or disable cookies in your browser settings.

8. Disclosure of Personal Data

Your personal data is disclosed only under the following circumstances:

In-house Administrative Tasks: Limited to appointment scheduling, invoicing, and billing within our secure in-house system.
With Your Consent: For insurance claims or referrals to third-party providers.
For Compliance: With regulatory or legal authorities, when required by law.
In Emergencies: To protect your safety or others’.

9. Data Protection Measures

We take your data security seriously and implement the following safeguards:

Encrypted digital storage for sensitive information.
Secure storage of IC details and WhatsApp communications.
Restricted access to authorised personnel only.
Secure destruction of data when no longer needed.

10. Retention of Personal Data

Your data will be retained only as long as necessary for the purposes outlined in this policy or as required by law. When no longer needed, your data will be securely deleted or anonymised.

11. Your Rights

Under the PDPA, you have the following rights:

Access: Request access to your personal data.
Correction: Correct inaccurate or incomplete data.
Withdrawal: Withdraw consent for data collection or use.

To exercise these rights, contact us directly (see Contact Information below or Contact Us Directly).

12. Updates to this Privacy Policy

We may update this policy from time to time to reflect changes in regulations or our practices. The latest version will always be available on our website.

13. Contact Information

If you have any questions or concerns about your personal data, or wish to access, correct, or withdraw consent, please contact:

Listening Ear Counselling & Consultancy Pte. Ltd.
Public Disclosure Officer: Desouza Karl Francis
Email: admin@listeningearclinic.com
Phone: +65-89502162

Registered Address:
70 Shenton Way, #21-05 Eon Shenton
Singapore 079118

Clinic Address:
A Space Between
International Plaza
10 Anson Road, #28-14
Singapore 079903