Telehealth Policy

1. Purpose

This policy sets out the standards, procedures, and responsibilities governing the delivery of telehealth services at Fields of Hope Counselling. It ensures services are delivered safely, ethically, and in compliance with Australian telehealth standards, AHPRA, PACFA, and ACA requirements, and the Privacy Act 1988 (Cth).

2. Scope

This policy applies to all individual counselling and professional supervision services delivered via Zoom. It applies to all practitioners and clients of Fields of Hope Counselling.

3. Suitability for Telehealth

Suitable for Telehealth

• Clients presenting with mild to moderate mental health concerns
• Clients with access to a private, safe, and stable environment for sessions
• Clients with reliable internet connectivity and a compatible device
• Clients who are not in active crisis at the time of assessment

May Require Review or Referral

• Clients with severe or complex mental health conditions requiring intensive support
• Clients with limited technological access or digital literacy
• Clients in crisis, at acute risk, or requiring in-person assessment
• Clients whose home environment presents a risk to confidentiality or personal safety

Where telehealth is assessed as unsuitable, alternatives and referrals will be discussed.

4. Approved Platform

The Practice delivers telehealth services via Zoom, selected for its end-to-end encryption, password-protected session links, waiting room functionality, and compliance with applicable data security standards.

5. Session Recording — AI & Non-AI

5.1 Practice Recording Policy

Sessions will not be recorded — by any method, including AI transcription or summarisation tools — without the explicit prior written consent of all parties. This applies to audio recording, video recording, AI-generated transcription, and automated session summaries.

5.2 Client Recording — Prohibition

This prohibition exists to protect the privacy of both parties, the integrity of the therapeutic relationship, and the practitioner's rights under the Surveillance Devices Act 2007 (NSW) and equivalent legislation in other Australian jurisdictions. Full details are set out in the AI Use Policy and the Informed Consent & Client Agreement.

5.3 Consent to AI Transcription

Where a client has a genuine need for an AI transcript — for example, for accessibility reasons — a written request must be made prior to the session. The practitioner will assess the clinical appropriateness and privacy implications of the specific tool proposed. Written consent from both parties is required before any transcription tool is activated. Any AI-generated transcript is treated as a clinical document subject to the same security, access, and retention obligations as all clinical records.

5.4 Client Responsibility

Clients are responsible for ensuring that no AI recording or transcription tool is active during their session — including tools running passively in the background on their device or in their environment.

7. Practitioner Responsibilities

Prior to each session, the practitioner will confirm the client's current physical location, identify relevant local emergency services, ensure they are in a private professional environment, and test their technology in advance.

8. Client Responsibilities

Clients are responsible for ensuring they are in a private, uninterrupted space; no other person is present without prior agreement; their device is charged and internet connection is stable; their current physical location has been provided; and that they do not record sessions without prior written consent.

9. Technical Failure Protocol

• Step 1 — Attempt to reconnect via the original Zoom link within 5 minutes.
• Step 2 — If unsuccessful, the practitioner will attempt to contact you by phone.
• Step 3 — If contact cannot be established within 10 minutes, the session is considered incomplete.
• Step 4 — Fees are managed equitably based on the source of the failure.
• Step 5 — A replacement session will be scheduled at the earliest available time.

10. Confidentiality & Privacy

Telehealth services are subject to the same confidentiality obligations as in-person services. Practitioners will not conduct sessions in public or shared spaces. Session links are not shared with any third party. All client data is handled in accordance with our Privacy Policy.

11. Out-of-Jurisdiction Clients

Fields of Hope Counselling is based in New South Wales. Where clients are located in a different state, territory, or country at the time of service, the practitioner will confirm relevant emergency services for that location at the start of each session and will consider applicable jurisdictional obligations.

12. Crisis Support

12. Documentation

The following will be documented in each client's clinical record: telehealth suitability assessment at intake, confirmed client location at the start of each session, any technical failures and actions taken, any risk identified and the response, and client consent to telehealth services.

13. Related Policies

This policy must be read alongside:

• Informed Consent & Client Agreement — for client acknowledgement of telehealth and recording terms
• AI Use Policy — for the full reciprocity principle and AI recording/transcription framework
• Privacy Policy — for data handling obligations relating to telehealth platforms

14. Review

This policy will be reviewed annually by the Practice Principal, or earlier in the event of a significant change in telehealth legislation, platform security, or a clinical incident.