Policies & Procedures
Home /Policies & Procedures
Embrace the Process Counselling & Wellness
At Embrace the Process Counselling & Wellness, we are committed to providing safe, ethical, and professional counselling services across Western Australia and Australia-wide via telehealth. Our policies ensure transparency, accountability, and high standards of care for every client.
Confidentiality & Privacy
Your privacy is respected at all times. All personal and health information is handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
- Client information is stored securely using protected systems.
- Information is used solely for professional counselling purposes.
- Details are only disclosed:
- With your informed consent
- Where required by law
- Where there is a serious and imminent risk of harm
- We are committed to maintaining strict confidentiality within ethical and legal boundaries.
Record Keeping
- Client records are maintained in a factual, respectful, and secure manner.
- Notes are kept in accordance with professional standards.
- Records are retained for the legally required period under Australian law.
- Files are securely destroyed once the retention period has ended.
- All documentation is handled with discretion and professionalism.
Informed Consent
- Before commencing counselling, clients receive clear information about:
- The counselling process
- Fees and payment terms
- Confidentiality and its limits
- Client rights and responsibilities
- Written informed consent is obtained prior to beginning services.
Mandatory Reporting
- We comply with all mandatory reporting obligations under Western Australian legislation.
- At the beginning of counselling, clients are informed about circumstances where confidentiality may need to be legally breached, including:
- Risk of serious harm to self or others
- Child protection concerns
- Court subpoenas or legal requirements
- Our priority is safety while maintaining respect and transparency
Scope of Practice & Referrals
- Counselling services are provided within professional qualifications, training, and competence.
- Where specialised or additional support is required, referrals may be recommended to:
- General Practitioners (GPs)
- Psychologists
- Psychiatrists
- Specialist support services
- We collaborate with other professionals when appropriate to ensure holistic and effective care.
Complaints & Feedback
- We value client feedback and encourage open, respectful communication.
- Concerns are addressed promptly and professionally.
- Clients are encouraged to raise issues directly so they can be resolved constructively.
- If a matter remains unresolved, clients may contact relevant professional bodies such as:
- Australian Counselling Association (ACA)
- Psychotherapy and Counselling Federation of Australia (PACFA)
Fees & Cancellation Policy
- Fees are clearly communicated prior to booking.
- A minimum of 24 hours’ notice is required for cancellations or rescheduling.
- Late cancellations or missed appointments may incur the full session fee.
- Payment terms are discussed transparently before sessions begin.
- This policy supports fairness and respect for scheduled appointments.
Work Health & Safety (WHS)
We maintain a safe, respectful, and professional counselling environment.
- Appropriate risk management procedures
- Emergency response planning
- Clear professional boundaries
- Safe in-person and telehealth practices
- Client and practitioner wellbeing is always prioritised.
Commitment to Ethical Practice
Embrace the Process Counselling & Wellness operates in alignment with Australian professional and ethical standards. We are dedicated to providing compassionate, confidential, and client-centred care in a safe and supportive environment.
If you have any questions about our policies and procedures, please contact us prior to your appointment. We are happy to provide clarification to ensure you feel informed and confident in your counselling journey.