Privacy policy

Keystone Resolution ("we", "us") respects your privacy. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Family Dispute Resolution services are also subject to the confidentiality requirements of the Family Law Act 1975 (Cth). This policy explains what we collect, why, and how we protect it.

What we collect

• Website enquiries: your name, email address, phone number, state or territory, the service you're interested in, preferred contact method and time, an optional organisation name and an optional brief message.
• When you become a client: information needed to provide our services. This may include details about your family, relationships, children, finances or workplace, and information relevant to safety and suitability assessment. Some of this may be sensitive information. We collect it only with your consent, or where the law permits.
• Technical information: our web host may record standard server logs, such as IP address, browser type and pages visited, for security and maintenance. Our rate-limiting system stores an encrypted fingerprint of your IP address for up to two hours to prevent spam. It does not store your name or message.

How we use it

We use your information to respond to your enquiry, provide and administer our services, assess the suitability and safety of mediation, meet our professional and legal obligations, and improve our services. We don't sell your information, and we don't use it for marketing without your consent.

How the enquiry form works

When you submit our enquiry form, your details are sent over an encrypted connection to our email system. They are delivered to the practice's inbox, and an acknowledgement is sent to the email address you provided. Enquiries are not stored in a database on our website.

Please don't include details about family violence, children or legal matters in the form. We'll discuss these with you privately.

Confidentiality in mediation

What you say in Family Dispute Resolution is confidential and generally inadmissible in court, subject to exceptions set out in the Family Law Act. These include situations where disclosure is needed to protect a child from harm, to prevent a serious threat to someone's life, health or property, or to comply with another law. We will explain these limits before mediation begins. Confidentiality terms for workplace and training services are agreed in writing.

Disclosure to others

We only share personal information with your consent, where required or authorised by law (for example, mandatory child protection reporting), or with service providers who help us operate, such as our email, hosting, video-conferencing and payment providers. These providers are required to protect it. Some providers may store data outside Australia. Where that happens, we take reasonable steps to ensure your information is protected.

Cookies and analytics

Our website doesn't use advertising cookies. We don't currently use analytics cookies. If we introduce them, we'll ask for your consent first. The quick exit button and the cookie notice store your preference in your own browser only.

Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access. These include encrypted connections, access controls and secure storage. We keep client records for as long as required by law and professional standards, then destroy or de-identify them securely.

Access and correction

You can ask to access or correct the personal information we hold about you. Contact us using the details below. We'll respond within a reasonable time, usually 30 days.

Questions and complaints

If you have a question or concern about privacy, please contact us at enquiry@keystoneresolution.com or 0431 603 047. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

This policy is provided as a starting point and should be reviewed by a qualified professional to confirm it reflects the practice's actual systems and obligations.