Client Charter of Rights & Responsibilities

We believe it is important that you understand your rights and responsibilities if you choose to use our services.

As a client, you have a right to expect that:

  • You will be treated with respect

  • You will receive a clear explanation of the service you will receive

  • Your consent will be sought for any service sought by the counsellor prior to the service commencing and as it progresses

  • You will receive an explanation about the nature and limits of confidentiality surrounding the service

  • You will be clear about the goals that you and the counsellor are working toward

  • You will receive competent and professional service

  • You will receive a clear statement about fees

  • An estimate of the number of sessions required to achieve your goals will be discussed

  • You will receive a service free from sexual harassment

  • You will be shown respect for your cultural background and language tradition

  • You have the right to offer feedback or complaints via our Contact Us form or our Complaints Form. You can also speak with the NDIS Quality and Safeguards Commission. Please ask for our Complaints Policy for further information and contact details.

Based on the APS charter for clients of psychologists (2012)

person writing on brown wooden table near white ceramic mug
person writing on brown wooden table near white ceramic mug

As a client, you have the responsibility to:

  • Be polite and considerate to Five Sparrows Wellbeing staff

  • Respect the safety of others

  • Respect the privacy of Practitioners

  • Make every effort to keep your appointments. If you cannot attend, you must notify the us at least 24 hours prior to the appointment to avoid a cancellation fee.

  • Participate actively and honestly in the sessions and accept the outcomes of the decisions made with respect to the counselling

  • Accept other costs incurred apart from the counselling fee, e.g. costs if an ambulance or a taxi is called on your behalf.