Informed Consent, Privacy & Telehealth Agreement

This document explains important information about counselling services, confidentiality, privacy, telehealth sessions, fees, and your rights as a client. Please read this information carefully before commencing counselling.

By proceeding with counselling services, you acknowledge that you have read, understood, and agreed to the terms outlined below.

Jurisdiction & Service Location

Counselling services are provided from Sydney, New South Wales, Australia.

Session times are scheduled according to Australian Eastern Standard Time (AEST/AEDT) unless otherwise agreed.

1. About Counselling

Counselling is a collaborative process designed to support emotional wellbeing, self-awareness, personal growth, and relationship understanding.

Counselling outcomes vary between individuals and relationships. While counselling can be beneficial, no specific outcomes or guarantees can be made.

Counselling services provided by Serene Hour are not a substitute for medical, psychiatric, psychological, or emergency healthcare services.

You are encouraged to ask questions at any time during the counselling process.

2. Telehealth Counselling

Serene Hour provides counselling services online via secure telehealth platforms.

By participating in telehealth counselling, you acknowledge and understand that:

online counselling may involve technological limitations or disruptions
internet, software, or platform failures may occasionally interrupt sessions
absolute confidentiality over the internet cannot be guaranteed
you are responsible for attending sessions from a private and safe location
you should use a secure internet connection where possible
sessions must not be recorded without written consent from the counsellor

The counsellor will not record sessions without your knowledge and consent.

If technical difficulties occur, reasonable efforts will be made to reconnect or reschedule the session where appropriate.

3. Confidentiality

Your privacy and confidentiality are treated with respect and care.

Information discussed during counselling sessions will remain confidential except where disclosure is required or permitted by law, including where:

there is a serious risk of harm to yourself or another person
disclosure is required by a subpoena or court order
mandatory reporting obligations apply
you provide written consent for information to be shared with another person or organisation

Clinical supervision may be undertaken as part of professional practice requirements. In such circumstances, identifying information is minimised where possible.

4. Privacy & Collection of Personal Information

Serene Hour collects personal and health information necessary to provide counselling services.

This may include:

name and contact details
emergency contact information
health and wellbeing information
counselling session notes
payment and appointment records

Your information is handled in accordance with:

the Privacy Act 1988 (Cth)
the Australian Privacy Principles (APPs)

Information is stored using reasonable administrative, physical, and electronic security measures to protect against misuse, interference, loss, unauthorised access, modification, or disclosure.

Counselling records are generally retained for a minimum of seven (7) years from the last client contact, or longer where legally required.

You may request access to your personal information by contacting Serene Hour in writing.

5. Client Responsibilities

Clients are responsible for:

providing accurate and relevant information for counselling services
informing the counsellor of changes that may affect their wellbeing or safety
attending sessions from a private and safe environment
engaging respectfully during counselling sessions

6. Working With Minors

Serene Hour currently provides counselling services to adults aged 18 years and over only.

If counselling services are later offered to individuals under 18 years of age, parental or legal guardian consent may be required before services commence.

7. Electronic Communication

Serene Hour may communicate with you via:

email
SMS
telephone
secure online platforms

Electronic communication is used primarily for:

appointment scheduling
reminders
invoices and receipts
administrative communication

Electronic communication should not be used for urgent mental health support or emergencies.

While reasonable precautions are taken, electronic communication carries some privacy and security risks.

8. Fees, Cancellations & Rescheduling

Session fees are payable prior to the appointment unless otherwise agreed.

If you need to cancel or reschedule a session, at least 48 hours’ notice is requested.

Late cancellations or missed appointments may incur the full session fee.

If you arrive late, the session may still conclude at the scheduled finish time.

Where a session is cancelled by the counsellor, you will be offered either:

a rescheduled appointment, or
a full refund

9. Crisis & Emergency Support

Serene Hour is not a crisis or emergency service and does not provide 24/7 support.

If you require immediate assistance or are at risk of harm, please contact:

Emergency Services

000

Lifeline Australia

13 11 14
Lifeline Australia

NSW Mental Health Line

1800 011 511

Suicide Call Back Service

1300 659 467
Suicide Call Back Service

If appropriate, the counsellor may request your current physical location and emergency contact details at the beginning of telehealth sessions.

10. Couples Counselling

In couples counselling, the relationship itself is considered the primary client.

Information disclosed during joint sessions may be discussed within the shared counselling process.

Confidentiality between partners within the relationship cannot be absolutely guaranteed.

Where appropriate, the counsellor may encourage openness and transparency between partners.

11. Ending Counselling

You may discontinue counselling at any time.

If the counsellor believes counselling is no longer appropriate or beneficial, alternative support options or referrals may be discussed.

12. Complaints & Concerns

If you have concerns regarding counselling services, you are encouraged to raise them directly with Serene Hour so reasonable efforts can be made to resolve the matter respectfully and promptly.

If applicable, you may also contact the relevant professional association or regulatory body.

13. Consent

By signing below, you confirm that:

you have read and understood this agreement
you consent to participate in counselling services
you consent to telehealth counselling
you understand the limits of confidentiality
you consent to the collection and storage of relevant personal information
you understand that Serene Hour is not a crisis service

Client Acknowledgement

☐ I consent to telehealth counselling

☐ I understand the limits of confidentiality

☐ I understand that Serene Hour is not a crisis service

☐ I consent to the collection and storage of my personal information

☐ I agree to the cancellation and rescheduling policy

Client Name: _______________________

Signature: _________________________

Date: _____________________________

Emergency Contact Name & Number: _____________________________

Typing your name and submitting this form constitutes electronic consent and acknowledgement.

Last Updated: May 2026