Our Counselling Policy

Confidentiality
All information disclosed during sessions and the written records pertaining to those sessions are confidential and may not be revealed to anyone without the client’s written permission, except where disclosure is required by law.

Disclosure Required by Law
In certain limited situations, counsellors may be required to disclose relevant information to external authorities. This may occur when:

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• There is a credible and immediate risk of serious harm to the client or others, and disclosure is necessary to protect safety.

• There is a current safeguarding concern involving a child, dependent, or other vulnerable person who may be at risk of abuse or neglect.

• Disclosure is required under a court order or other legally binding directive.

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Where it is safe and appropriate to do so, clients will be informed when such disclosure is necessary.

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Disclosure May Be Required

​In other situations, disclosure is not automatic and will be carefully assessed on a case-by-case basis, considering client safety, autonomy, and current risk. These may include:

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• Historical experiences of abuse, violence, or harm where there is no indication of ongoing risk.

• Disclosures of illegal activities where there is no immediate danger to the client or others.

• Sensitive health or substance-related disclosures, including prenatal concerns, where support and risk assessment are prioritised over enforcement.

 

In these situations, counsellors will focus on providing support, exploring available options, and encouraging informed decision-making. Clients will not be forced to make a report unless there is a clear legal requirement to do so.

Recording of Sessions
Videotaping and/or audio recording of sessions are prohibited unless prior consent is obtained from both the counsellor and the client.

Progress Reports
Except where required by law, the A New Chapter does not provide progress reports.

Responsibility for Actions
All inputs given during counselling sessions are for the client’s consideration. The client is responsible for making decisions and acting on them to address their issues. Implementation decisions will be made personally by the client, and no one else will be held responsible for these decisions.

Payment and Refund Policy
Full payment for the counselling session is required before the session. Clients will not be allowed to start the session if payment has not been made. All bookings are strictly non-refundable.

However, you may reschedule your booking if you do so at least 48 hours in advance.
 

Cancellation Policy
If you are unable to attend a confirmed counselling appointment, please inform the counsellor at least 48 hours in advance by phone. A full fee will be charged for missed appointments or cancellations made after the 48-hour timeframe. This policy is standard practice in the counselling industry.