Please read the counselling service terms carefully
請細心閱讀輔導 服務條款

約見輔導須知：
登記輔導之申請者必須年滿十六歲；兒童輔導（不足十六歲）必須由家長或監護人登記。
首次約見時輔導員會評估是否適合使用遙距輔導。
一般情況下，每次面談完結時輔導員均會與你約定下次面談時間。如須更改，請於24小時前以電郵或訊息通知。（參考提前取消或改期政策）
一般情況下，所有形式的輔導均須在三個工作日或之前以電郵或訊息提出預約，並由輔導員回覆作實。
可輔導時間為星期一至五早上十時至晚上九時半。星期六下午四時後、星期日及公眾假期全日一般不接受預約輔導，如有特別要求須在登記時註明。
實體輔導的時間會受制於租借輔導房間可用性。
** 如需緊急約見（三個工作日以內的面談約見），額外租用輔導房間開支將須由你支付，並需視乎輔導員的工作安排及時間而訂。
** 實體輔導面談會進行錄影及錄音。片段只供督導用途，拍攝後的半年內刪除，其間會以加密方式儲存。遙距輔導不會錄影錄音。

遲到處理、提前取消或改期政策：
不論何種形式的輔導，輔導員均會在與你預先約定的時間結束輔導，不會因遲到而有所延長或更改。
若你想更改已經約定的面談時間（不論是實體或遙距方式），請留意以下安排：
- 24小時前通知改期或取消：無須付費
- 12至24小時內通知：收取輔導費用50%
- 12小時以內通知或無通知下缺席輔導：收取全部輔導費用
** 如遇突發或緊急事故，請在可行情況下盡早通知，收費由輔導員會酌情決定。

遙距輔導注意事項：
遙距輔導和實體輔導不同，實體輔導的地點及環境一般受輔導員所控制而不被騷擾，而遙距輔導地點不受輔導員所限，案主可以自行決定合適的地點。
遙距輔導要達到預期效果，請選擇一個不會有他人進出的隱閉室內空間、安靜、舒適並能確保不受他人騷擾的地點進行，並確定附近沒有其他人會知悉你的輔導內容，以確保私穩。
同時你亦需要確保你的電腦、手提電話等設備的電力足夠，上網功能暢順，並請使用耳筒。遙距輔導所需用的軟件會在初次面談中與你一同設定。

輔導員已採取下列措拖保障私隱，你亦應該採取下列措施以有效保障你的個人資料：
1）選用安全可靠且具私隱的瀏覽器，並更新至最新版本，以及開啟私隱/無痕模式
2）使用加密的電郵服務進行聯繫
3）考慮使用安全可靠的VPN服務
4）設定高強度的帳戶密碼，並且不重覆使用
5）使用密碼管理器管理並保護帳戶登入資料及密碼
6）開啟二步認證
7）定期檢查作業系統及使用軟件的版本，盡快更新至最新版本

私隱理念及政策：
確保私隱是輔導員非常重視的事，高度私隱的溝通可以讓你在安全的環境下打開心扉。輔導員只會以最少及必要的原則收集你的個人資料，以減低私隱洩漏的風險。

輔導員需要紀錄你的基本個人資料，包括但不限於個人聯絡、登記表格所提供的資料、付款記錄、約見聯絡及更改約見的訊通等資料均會以高強度密碼及加密方式保護。

在輔導過程中（包括初次約見及正式約見）的通訊內容、手寫筆記、電子記錄、錄影及錄音片段均會以高強度密碼及加密方式處理，確保私穩。實體輔導面談時的錄影及錄音片段只供督導用途，拍攝後的半年會刪除，其間會以加密方式儲存。輔導結束後的十八個月會刪除所有輔導內容及聯絡通訊記錄，但不包括登記資料及付款紀錄。

於下列情況下，你的私隱及個人資料有機會會被輔導員主動向外界通報（包括但不限於緊急聯絡人、家長/監護人、學校、非政府組織、醫院或999報案中心）：
- 涉及虐待兒童、殘疾人士或長者（包括肢體虐待、性虐待或疏忽照顧）
- 企圖自殺或懷疑企圖自殺
- 企圖傷害他人

於下列情況下，你的個人資料、通訊記錄、付款記錄或輔導內容有機會會在輔導員無法預先通知你的情況下被外界知悉：
- 輔導員被法庭傳召出庭作證或需要遵從法庭發出之搜查令
- 輔導員的個人帳戶、電腦或電子器材被盜竊或被駭客入侵
- 你的個人帳戶、電腦或電子器材被盜竊或被駭客入侵
- 你以不當方式參與輔導過程，或不當地儲存或紀錄輔導內容

請注意：雖然輔導員已小心選取通訊方式，你與輔導員在輔導以外的通訊聯絡及付款記錄並不受輔導員保障，輔導員亦無法作出任何保證，你亦應謹慎選擇聯絡及付款方法，並作好資訊安全保護措施。無論選取何種加密通訊工具或付款方式也 絕不等如你的個人私隱沒有洩露的風險；網絡連接方式、網絡服務供應商、VPN服務提供者、帳戶密碼設定、使用軟件及操作系統、電腦或電話硬體保安等等極多因素均有可能導致個人資料被洩露。

督導與研究：
輔導員需要接受督導以確保其輔導質素，同時檢視自身盲點，避免對自己或你造成負擔甚或傷害。因此，輔導員會在有保密協議的專業督導小組內盡量以透露你最少的個人私隱（包括但不限於登記時及輔導內的個人資料）為原則接受督導。惟你必須同意輔導員就你的個案接受督導，方可接受輔導服務，輔導員不能為沒有督導的個案作出任何輔導或跟進。
輔導員或會使用面談錄影及/或錄音片段接受督導，屆時輔導員會另外徵詢你的同意。

科學研究是提升輔導專業的重要基石，輔導員會在刪除所有可辨識的個人資料後，或會整理其輔導經驗及數據，與教學機構合作進行研究。

輔導關係處理：
輔導員深信輔導關係是達到輔導成效非常重要的因素，因此輔導員會恪守下列原則：
1）輔導員相信坦誠對婚姻及家庭關係的重要性，婚前輔導、婚姻輔導、親子及家庭輔導的保密原則是以婚姻或家庭為一整體。意思是輔導員 不會 為任何一位家庭成員向其他家庭成員保守任何秘密或不透露其所知（包括於輔導以內或輔導以外所知）的資料。
2）當你接受了婚前輔導、婚姻輔導、親子及家庭輔導時，除因輔導員提出以外的任何原因須轉為個別輔導，須由輔導員決定是否接納，否則輔導員會按個案轉介程序處理。
3）當你接受了個別輔導時，除因輔導員提出以外的任何原因而邀請你家人一同參與輔導，須由輔導員決定是否接納，否則輔導員會按個案轉介程序處理。
4）輔導員只會在可輔導時間內回覆你的提問、查詢、預約以及進行輔導，其他時間恕未能回覆。
5）輔導員只會與你傾談和輔導相關或可能相關的一切事宜，與輔導無關的事輔導員無須回應。
6）輔導員不會因與輔導安排無關的原因主動聯絡你，輔導個案結束後十八個月內亦不宜因輔導以外的原因展開任何形式的接觸。

個案轉介處理：
輔導員並非萬能，若遇到無法處理的情況或與你未能達成一致輔導目標時，輔導員會就其能力所及，向你提出最適切你的轉介建議。

除上述提及的原因外，一般情況下輔導員會於不遲於第二次面談結束前向你提出轉介建議並中止服務。所有已付及應付之行政費及輔導費均不會退還。

更新日期：2022年2月15日

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Please read the counselling service terms carefully

**Instructions for counselling appointments:**
Applicants for counselling must be at least 16 years old; child counselling (under 16 years old) must be registered by a parent or guardian.
At the in-take session, the counsellor will assess the suitability of tele-counselling.
At the end of each session, the counsellor will make an appointment with you for the next session. If changes are required, please notify by email or message 24 hours in advance. (Refer to late, cancellation and rescheduling policy)
In general, all forms of counselling must be made an appointment by email or message within three working days or before, and the counsellor will reply to confirm it.
Counselling are accepted on Monday to Friday from 10:00 am to 9:30 pm. After 4:00 pm on Saturdays, Sundays and public holidays generally do not accept counselling appointments throughout the day. If there are special requirements, please specify at the time of registration.
Face-to-face sessions are subject to availability of counselling rooms.
For urgent appointments (appointments within three working days), you will have to pay for the additional rental counselling room, and it will depend on the counsellor’s work arrangement and time.
Face-to-face sessions will have video and audio recording. The clips are for supervisory purposes only, they will be deleted within six months after shooting, and will be stored in encrypted form during this period. Tele-counselling will not be video-recorded.

**Late, Cancellation and Rescheduling Policy:**
Regardless of the form of counselling, the counsellor will end the session at the time pre-agreed with you and will not be extended or changed due to lateness.
If you would like to change the appointment time(whether in person or remotely), please note the following arrangements:
- 24 hours before the scheduled time : no charge
- within 12 to 24 hours: 50% of the tutoring fee will be charged
- Absence without notice or within 12 hours: full counselling fee will be charged
In case of emergencies, please notify as soon as possible, and charges will be determined by the counsellor at their discretion.

**Notes on Tele-counselling:**
Tele-counselling is different from face-to-face counselling. The location and environment of face-to-face counselling are generally controlled by the counsellor without being disturbed, while the location of tele-counselling is not restricted by the counsellor, and the client can decide the appropriate location by himself.
To achieve the desired effect of tele-counselling, please choose a private indoor space where no one will enter, a quiet and comfortable place that can ensure no disturbance from others, and make sure that no one else in the vicinity will know about your personal conversation to ensure privacy.

At the same time, you also need to ensure that your computer, mobile phone and other equipment have sufficient power, the Internet function is smooth, and please use earphones. The software required for distance coaching will be set up with you during the in-take session.

The counsellor has taken the following measures to protect privacy, you should also take the following measures to effectively protect your personal Choose a safe, reliable and private browser, update to the latest version, and enable privacy/incognito mode
2) Contact using encrypted email service
3) Consider using a safe and reliable VPN service
4) Set a strong account password and do not reuse it
5) Use a password manager to manage and protect account login information and passwords
6) Turn on two-factor authentication
7) Regularly check the operating system and the version of the software used, and update to the latest version as soon as possible

**Privacy Policy:**
Ensuring privacy is a high priority for counsellors, and highly private communication allows you to open up in a safe environment. The counsellor will only collect your personal data on a minimum and necessary basis to reduce the risk of privacy leakage.

The counsellor needs to record your basic personal information, including but not limited to personal contacts, information provided in the registration form, payment records, contact information for appointments, and messaging for changing appointments, all of which will be protected by strong passwords and encryption.

During the counselling process (including initial and formal appointments), communication content, handwritten notes, electronic records, video and audio clips will be processed with high-strength passwords and encryption to ensure privacy. The video and audio clips of the face-to-face counselling sessions are only for supervision purposes, and will be deleted 6months after recording, and will be stored in encrypted form during this period. Eighteen months after the end of the counselling, all counselling content and contact records will be deleted, excluding registration information and payment records.

In the following cases, your privacy and personal data may be actively notified by counsellors to the outside parties (including but not limited to emergency contacts, parents/guardians, schools, NGOs, hospitals or 999 reporting centre):
- Involvement of child, disabled or elderly abuse (including physical, sexual or neglectful care)
- Attempted suicide or suspected attempted suicide
- Attempt to harm others

There is a chance that your personal data, communication records, payment records or counselling content will be known to the others without the counsellor’s ability to notify you in advance under the following circumstances:
- Counsellor are summoned by the court to testify or have to comply with a warrant issued by the court
- Theft or hacking of the counsellor’s personal account, computer or electronic equipments
- Your personal account, computer or electronic equipments has been stolen or hacked
- You participated in the counselling process in an inappropriate manner, or improperly stored or recorded counselling content

Please note: Although the counsellor has carefully selected the tools for communication, the communication and payment records between you and the counsellor outside the counselling are not guaranteed by the counsellor, and the counsellor cannot make any guarantees. You should also choose the contact and payment method carefully. And take information security protection measures. No matter what encrypted communication tool or payment method you choose, it does not mean that your personal privacy is not at risk of leakage; network connection method, network service provider, VPN service provider, account password setting, software and operating system, computer or telephone hardware security and many other factors may lead to the leakage of personal data.

**Supervision and Research:**
Counsellors need to be supervised to ensure the quality of their counselling, while examining their own blind spots to avoid burdening or harming themselves or you. Therefore, counsellors will try their best to disclose your personal privacy (including but not limited to registration and personal information in counselling) within a professional supervision team with a non-disclosure agreement to accept supervision. However, you must agree to the counsellor to receive supervision on your case before you can receive counselling services. The counsellor cannot provide any counselling or follow-up for cases without supervision.
The counsellor may use video and/or audio recordings of the interview for supervision, at which time the counsellor will seek additional consent from you.

Scientific research is an important cornerstone for improving the counselling profession. After deleting all identifiable personal data, counsellors may organize their counselling experience and data, and conduct research in cooperation with educational institutions.

**Counselling relationship handling:**
The counsellor believes that the counselling relationship is a very important factor in achieving counselling effectiveness, so the counsellor will adhere to the following principles:
1) Counsellors believe in the importance of honesty in marriage and family relationships, and the principle of confidentiality in pre-marital counselling, marriage counselling, parent-child and family counselling is based on marriage or family as a whole. This means that the counsellor will not keep any secrets for any family member from other family members or disclose information they know (inside or outside of counselling).
2) When you received pre-marital counselling, marriage counselling, parent-child and family counselling, if you request to switch to individual counselling for any reason other than the counsellor’s suggestion, the counsellor must decide whether to accept or not. Otherwise, the counsellor will follow the case referral procedure.
3) When you received individual counselling, if you invite your family members to participate in counselling for any reason other than the counsellor, the counsellor must decide whether to accept or not, otherwise the counsellor will handle the case according to the case referral procedure.
4) The counsellor will only reply to your questions, inquiries, appointments and counselling within the available counselling hours, and will not be able to reply at other times.
5) The counsellor will only talk to you about all matters related to or possibly related to counselling, and the counsellor does not need to respond to matters not related to counselling.
6) The counsellor will not take the initiative to contact you for reasons unrelated to the counselling arrangement, and it is not advisable to initiate any form of contact for reasons other than counselling within 18 months after the completion of the counselling case.

**Case Referral:**
Counsellors are not omnipotent. If there is a situation that cannot be handled or cannot reach the same counselling goals with you, the counsellor will make the most suitable referral recommendations to you according to his abilities.

In addition to the reasons mentioned above, the counsellor will normally make a referral to you and discontinue service no later than the end of the second interview. All administrative and coaching fees paid and payable are non-refundable.

Updated: 15/02/2022