Privacy Policy

Zenvia Pty Limited (ABN 95 684 368 410, "Zenvia", "we", "us") provides a practice management platform for Australian counsellors. This policy explains what personal information we collect, how we use it, and the choices and rights you have — for practitioners using Zenvia, and for their clients whose information practitioners store in the platform. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. What we collect

From practitioners (account holders): name, email, phone, practice details, registration/qualification information, and billing information for the 10% platform fee.

From clients, entered by their practitioner: contact details, intake and consent forms, clinical/session notes, appointment history, and — where a practitioner enables it — session audio used to produce an AI-drafted note, which is deleted once the draft is produced.

From visitors to this website: information you submit through a form (name, email, practice name), and standard analytics data (pages visited, approximate location from IP, device type) if you haven't opted out of analytics cookies.

2. How we use it

To provide the platform (bookings, records, invoicing, AI session notes, the tools library), to bill practitioners for platform usage, to respond to enquiries, to send service-related communications, and — only with a practitioner's consent, per session — to produce AI-drafted session notes. We do not use client clinical information for marketing, and we do not sell personal information to anyone.

3. AI processing and overseas disclosure

Producing an AI-drafted session note requires sending session audio or notes to a third-party AI model provider, which may process that data outside Australia. That provider is contractually prohibited from using the data to train its models, and from retaining it beyond what's needed to produce the draft. Session audio is deleted by Zenvia once the draft note is generated; only the practitioner's reviewed, signed note is kept in the client record. This is the only routine circumstance in which personal information may be disclosed overseas. See our security page for more detail.

4. Who we share information with

Service providers who help us run the platform: our hosting provider (Australia), our AI model provider (session-note drafting only, as above), our payment processor (billing), and our email/SMS providers (appointment reminders and account notifications). Each is bound by contract to protect the information and use it only to provide their service to us. We do not share client information with anyone else without the practitioner's authorisation, except where required by law.

5. Security

Personal information is encrypted in transit and at rest, access to client records is scoped to the practitioners and staff who need it, and access and edits to session notes are logged. See our security page for full detail.

6. Retention

Client clinical records are retained per the practitioner's professional and legal record-keeping obligations, or until the practitioner deletes them or exports and removes them from the platform. Session audio used for AI note-drafting is deleted immediately once the draft is produced, not retained alongside the note.

7. Your rights

You can ask to access or correct personal information we hold about you. For a client, that request should generally go to your counsellor first, since they control the record — Zenvia processes it on their instruction. For a practitioner's own account information, or if you're not able to resolve a request with your counsellor, contact us at [email protected]. If you believe we haven't handled your personal information properly, you can also lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

8. Cookies and analytics

This website uses cookies necessary for the site to function (session and form security) and, where enabled, analytics cookies to understand how the site is used. Analytics data is aggregated and not used to identify individual visitors.

9. Changes to this policy

We'll update the "last updated" date above when this policy changes, and notify practitioners of any material change by email.

10. Contact us

Zenvia Pty Limited (ABN 95 684 368 410), Sydney, NSW, Australia.
Email: [email protected]