Communication Guidelines
Communication Guidelines
These guidelines explain how to contact SILZ Counselling & Psychotherapy, what to expect from communication, and how we protect your privacy. They reflect common best-practice expectations across Australian counselling and psychotherapy settings, and are designed to support clear, respectful, and safe care.
How to contact SILZ
Primary contact: Email is the preferred method for non-urgent enquiries (availability, fees, booking, rescheduling, telehealth links, and general questions).
Phone: If you call and I’m in session, please leave a brief voicemail with your name, number, and a suitable time to return your call.
Response times
I aim to respond to messages within 2 business days.
Messages received on weekends or public holidays are typically answered the next business day.
If you haven't heard back within this timeframe, you’re welcome to follow up—messages can occasionally be filtered or missed.
What communication is for (and what it isn’t)
To protect your privacy and keep therapy effective, communication between sessions is kept practical.
Appropriate reasons to contact SILZ:
Booking, rescheduling, cancellations
Fees, invoices/receipts, payment questions
Brief updates that help you arrive prepared for your next session
Requests for referrals or resources
Not suitable for email/text/DM:
Detailed therapeutic processing (this is best held for session)
Time-sensitive risk concerns (e.g., safety, self-harm, harm to others)
If you’re unsure, you can send a short message and we'll guide you toward the safest next step.
Email, SMS and privacy considerations
Email and SMS are used primarily for administration (appointments, reminders, links).
While reasonable steps are taken to protect your information, electronic communication carries privacy risks (e.g., misdirected messages, shared devices, or third-party access).
Please consider your own privacy (device passcodes, private email access, and safe message previews).
If you prefer not to receive SMS reminders or would like communication limited to email only, please let me know.
Social media and online boundaries
To protect your confidentiality and maintain professional boundaries:
SILZ does not provide counselling via social media messaging.
I do not accept client friend/follow requests from personal accounts.
Please avoid commenting on SILZ posts in a way that identifies you as a client.
Telehealth sessions are conducted via an agreed secure platform.
Links are typically sent shortly before the session.
If you have technical issues, email is the best first step. If urgent and time-sensitive, call and leave a voicemail.
More information about telehealth can be found in our Telehealth Policy.
Cancellations, rescheduling and late arrivals
Please provide as much notice as possible if you need to cancel or reschedule.
A cancellation fee may apply for late cancellations or non-attendance; see more in Fees, Appointments & Reminders, please send a brief message. Sessions generally still end at the scheduled time.
Record keeping and documentation requests
Client records are maintained in line with professional and legal expectations.
You may request access to your records. Requests are handled carefully to protect your wellbeing and privacy.
If you require letters, reports, or forms, please discuss this in advance. Fees and timeframes may apply.
More information can be found in the Records & Clinical Notes.
Collaboration with other professionals
With your written consent, I can liaise with your GP or other treating professionals to support coordinated care.
If your needs fall outside my scope of practice, I will discuss referral options with you.
Respectful communication
SILZ is committed to a respectful, inclusive, and non-discriminatory practice.
We will communicate with warmth, clarity, and professionalism.
We ask that clients communicate respectfully, even during difficult moments.
If communication becomes unsafe, abusive, or repeatedly boundary-crossing, we may pause contact and discuss next steps.
Changes to these guidelines
These guidelines may be updated from time to time. The website version is the most current.