Client Communication & Consent Policy

Purpose

Serene Solutions Counselling and Social Services is committed to maintaining respectful, ethical, and professional communication with clients while protecting privacy, confidentiality, and informed consent.

This policy outlines how we communicate with clients, how personal information may be used for communication purposes, and the consent required for various forms of contact.

1. Communication Methods

Serene Solutions may communicate with clients through:

• Telephone calls

• SMS (text messages)

• Email

• Secure telehealth platforms

• Client portals

• Mailchimp email communications

• Mailchimp SMS communications

• Postal correspondence where required

• Other approved electronic communication systems

Communication methods may vary depending on client preference, service requirements, legal obligations, and clinical considerations.

2. Purpose of Communications

Communication may be used for:

Clinical and Administrative Purposes

• Appointment confirmations

• Appointment reminders

• Appointment changes or cancellations

• Follow-up communications

• Provision of resources or worksheets

• Telehealth access instructions

• Invoicing and payment notifications

• Service-related updates

Educational Purposes

Clients may receive information regarding:

• Mental health education

• Community resources

• Workshops

• Support programs

• Psychoeducational materials

• Practice newsletters

Marketing Purposes

Where consent has been provided, communications may include:

• New services

• Workshops and training opportunities

• Group programs

• Practice announcements

• Promotional offers

• Community events

Clients are not required to receive marketing communications in order to access counselling or social work services.

3. Client Consent

By engaging with Serene Solutions Counselling and Social Services, clients consent to reasonable communication required for the delivery of services.

Separate consent may be requested for:

• Marketing communications

• Newsletter subscriptions

• SMS promotional communications

• Testimonials or feedback

• Participation in research or surveys

Clients may withdraw consent for non-essential communications at any time.

Withdrawal of consent does not affect communications required for service delivery, legal obligations, safety concerns, or payment administration.

4. Email Communications

Email is commonly used for administrative purposes and the exchange of non-urgent information.

While Serene Solutions takes reasonable precautions to protect client information, email is not considered completely secure.

Clients acknowledge that:

• Email may be intercepted or accessed by unintended recipients.

• Delays in delivery may occur.

• Sensitive information may be at risk when transmitted electronically.

Clients are encouraged to avoid sending highly sensitive personal information via email where possible.

5. SMS Communications

SMS messages may be used for:

• Appointment reminders

• Appointment confirmations

• Booking notifications

• Practice updates

• Workshop notifications

• Educational content

• Marketing communications where consent has been provided

Message frequency may vary.

Standard carrier message and data charges may apply.

Consent to receive SMS communications is voluntary and may be withdrawn at any time.

6. Mailchimp Email and SMS Services

Serene Solutions may use Mailchimp or other approved communication platforms to distribute email newsletters and SMS communications.

By subscribing to these services, clients acknowledge that:

• Contact information may be stored securely by Mailchimp or similar providers.

• Information may be processed in accordance with the provider's privacy policies.

• Serene Solutions has limited control over third-party system outages, delays, or delivery failures.

Clients may unsubscribe at any time by:

• Clicking the unsubscribe link contained within emails.

• Replying STOP to SMS messages where available.

• Contacting Serene Solutions directly.

7. Response Times

Serene Solutions aims to respond to communications within a reasonable timeframe.

Typical response times may range from:

• 1–3 business days for routine enquiries.

• Longer during periods of leave, public holidays, illness, or high service demand.

Immediate responses cannot be guaranteed.

8. Crisis and Emergency Situations

Serene Solutions is not an emergency service.

Email, SMS, website contact forms, social media messaging, and voicemail are not monitored continuously.

Clients must not rely upon these communication methods during a crisis.

If immediate assistance is required, clients should contact:

Emergency Services

000

Lifeline

13 11 14

Mental Health Emergency Response Line (Western Australia)

1300 555 788

Nearest Hospital Emergency Department

Where a practitioner becomes aware of an immediate risk of harm, legal and ethical obligations regarding duty of care may apply.

9. Social Media and Online Contact

To maintain professional boundaries:

• Practitioners do not accept personal social media friend requests from clients.

• Clinical services will not be provided through social media messaging platforms.

• Social media interactions do not establish a therapeutic relationship.

Public comments, likes, follows, or interactions on social media may compromise privacy and should be considered carefully by clients.

10. Confidentiality and Privacy

All communications are managed in accordance with:

• Privacy Act 1988 (Cth)

• Australian Privacy Principles (APPs)

• Relevant health records legislation

• AASW Code of Ethics

• Professional practice standards

Information will only be disclosed:

• With client consent;

• Where required by law;

• Where there is a risk of serious harm to the client or another person;

• Where mandatory reporting obligations apply;

• Where disclosure is otherwise legally authorised.

Further information is available in the Serene Solutions Privacy Policy.

11. Communication Boundaries

Practitioners may establish reasonable communication boundaries to ensure safe, ethical, and sustainable service delivery.

These boundaries may include:

• Limiting communication outside business hours.

• Redirecting clinical matters into scheduled appointments.

• Limiting excessive or inappropriate messaging.

• Referring emergency matters to appropriate crisis services.

Communication outside scheduled sessions does not constitute ongoing crisis support unless explicitly agreed in writing.

12. Withdrawal of Consent

Clients may withdraw consent for marketing and promotional communications at any time.

Essential service-related communications may continue where necessary for:

• Appointment management

• Service delivery

• Safety concerns

• Legal obligations

• Payment administration

13. Policy Review

This policy may be updated periodically to reflect changes in legislation, professional standards, technology, or practice operations.

The most current version will be available through Serene Solutions Counselling and Social Services.