Privacy Policy
Better Outcomes Coach
Effective Date: 11 February 2026
At Better Outcomes Coach, we take your privacy seriously. This Privacy Policy explains how we collect, use, store and protect your personal information when you work with us or engage with our services.
We're committed to handling your information with care, respect and transparency. This policy is written in plain language so you can understand exactly what happens with your data.
1. Who We Are
Better Outcomes Coach is a professional coaching practice operated by Vicki Abraham and Thad Hollis, based in Moreton Bay, Queensland, Australia.
Contact details: Email: vicki@betteroutcomes.au Phone: 0452 062 779 Website: www.betteroutcomes.au
2. Privacy Law Coverage
Better Outcomes Coaching and Mediation voluntarily complies with the Australian Privacy Principles (APPs) and Privacy Act 1988, as best practice.
3. What Information We Collect
We collect the following types of personal information:
Contact Information: Name, email address, phone number, location/address
Coaching Session Information: Session notes, personal challenges, goals, relationship details, progress records and any other information you share during coaching sessions
Payment Information: Credit card details (processed securely through our payment provider), billing history
Communication Records: Emails, messages, and other correspondence with us
Technical Information: IP address, browser type, device information, cookies, and website usage data when you visit our website
4. How We Collect Information
We collect information in the following ways:
Directly from you: When you fill out forms on our website, sign up for our services, attend coaching sessions, send us emails, or communicate with us through any channel
During coaching sessions: Through conversations, session notes and recordings (with your consent)
Automatically: Through cookies and analytics when you visit our website
5. Why We Collect and Use Your Information
We collect and use your information for the following purposes:
To provide coaching services: To deliver personalised coaching, track your progress, maintain session records, and support your goals
To communicate with you: To respond to your enquiries, schedule sessions, send appointment reminders, and share relevant resources
To process payments: To handle billing and payments for our services
To improve our services: To understand how our website and services are used, identify areas for improvement, and enhance your experience
To send you updates: To share newsletters, resources, and updates about our services (you can opt out at any time)
To comply with legal requirements: To meet our legal and regulatory obligations
6. How We Store and Protect Your Information
We take the security of your personal information seriously. Here's how we protect it:
Secure storage: Your information is stored securely using encrypted cloud services including Kajabi, Google Drive, and iCloud
Access controls: Only Vicki Abraham and Thad Hollis have access to your personal coaching information, and only if you are working with them directly. Each coach maintains strict confidentiality of client data and information. We use strong passwords and multi-factor authentication where available
Secure communications: Video sessions conducted via Zoom use encrypted connections
Regular reviews: We regularly review our security practices and update them as needed
Please note: While we take all reasonable steps to protect your information, no internet transmission or electronic storage is completely secure. We cannot guarantee absolute security.
7. Who We Share Your Information With
We do not sell, rent or trade your personal information to third parties.
Your coaching sessions and personal details are confidential. We only share your information with third-party service providers who help us deliver our services, and only to the extent necessary:
Technology service providers: Kajabi (website, email, CRM, payment processing), Zoom (video conferencing), Otter and Fireflies (session transcription with your consent), Google Drive and iCloud (secure file storage)
Payment processors: When you make a payment, your credit card information is processed securely by our payment provider (Kajabi). We do not store your complete credit card details
These service providers are required to protect your information and only use it for the purposes we specify. Many of these services are based outside Australia (primarily in the United States), which means your data may be transferred overseas. We only use reputable providers with strong privacy and security standards.
Legal requirements: We may disclose your information if required by law, court order, or to protect our legal rights.
8. How Long We Keep Your Information
We keep your personal information for as long as necessary to:
- Provide you with ongoing coaching services
- Maintain records for business and legal purposes
- Comply with our legal obligations (such as taxation records)
Generally, we retain client information for 7 years after our coaching relationship ends to comply with Australian business record-keeping requirements. After this period, we securely delete or anonymise your information unless we have a legal obligation to keep it longer.
9. Your Rights and Choices
You have the following rights regarding your personal information:
Access: You can request access to the personal information we hold about you
Correction: You can ask us to correct any inaccurate or out-of-date information
Deletion: You can request that we delete your personal information in certain circumstances. This right is being strengthened under new Australian privacy reforms. Please note that we may need to retain some information for legal or business record-keeping purposes
Opt-out of marketing: You can unsubscribe from our newsletters and promotional emails at any time by clicking the unsubscribe link in any email or contacting us directly
Data portability: You can request a copy of your personal information in a commonly used format
To exercise any of these rights, please contact us using the details in Section 1. We'll respond to your request within a reasonable timeframe (typically within 30 days).
10. Cookies and Website Analytics
Our website uses cookies (small text files stored on your device) to:
- Remember your preferences and settings
- Understand how visitors use our website
- Improve your experience on our site
You can control cookies through your browser settings. However, disabling cookies may affect the functionality of our website.
11. International Data Transfers
Some of our service providers (such as Kajabi, Zoom, and cloud storage providers) are based overseas, primarily in the United States. This means your personal information may be transferred to, stored and processed outside Australia. We only use providers with strong privacy and security practices that provide substantially similar protections to Australian privacy law.
12. Children's Privacy
Our services are designed for adults. We do not knowingly collect personal information from children under 18 without parental consent. If you believe we have collected information from a child, please contact us immediately and we will delete it.
13. Data Breach Notification
In the unlikely event of a data breach that may pose a serious risk to your privacy, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by law. We will inform you of the nature of the breach, the type of information involved, and the steps we're taking to address it.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements or for other reasons. When we make significant changes, we'll notify you by email or through a prominent notice on our website. The latest version will always be available on our website with the effective date clearly shown.
15. How to Contact Us
If you have any questions, concerns or complaints about this Privacy Policy or how we handle your personal information, please contact us:
Email: vicki@betteroutcomes.au
Phone: 0452 062 779
We'll respond to your enquiry within 30 days.
16. Making a Complaint
If you're not satisfied with how we've handled your personal information, you have the right to make a complaint:
Step 1: Contact us using the details above. We'll investigate your complaint and respond within 30 days
Step 2: If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Thank you for trusting Better Outcomes Coach with your personal information. We're committed to protecting your privacy and providing you with excellent service.
This Privacy Policy was last updated on 11 February 2026.
