Rights and Responsibilities for Counselling Clients

Blue Knot Rights and Responsibilities for Counselling Clients


Telehealth services include phone, online, email, video call counselling, information or referral services.

This includes the following services:


  • Blue Knot Helpline and Redress Support Service
  • National Counselling and Referral Service

Clients have the right to:

  • receive support that enables them to feel as safe as possible when accessing the service
  • be treated with respect including respect for differences
  • receive a professional and ethical service
  • access experienced trauma counsellors
  • be heard and listened to empathically and with compassion
  • be provided with the information needed to make informed choices
  • receive counselling that is trauma-informed and culturally sensitive
  • receive a service which is responsive to their needs within scope
  • be involved in decision-making related to their care, as appropriate
  • have their privacy respected, as permitted by law
  • have their confidentiality protected, as permitted by law
  • access any relevant personal and other information held by the service, as permitted by law
  • make a complaint about the service or their counselling experience, and have that complaint investigated and responded to in a timely, fair and transparent manner

Clients have the responsibility (as much as possible) to:

  • provide accurate information needed for the provision of the service
  • be respectful to counsellors and members of the Blue Knot team
  • not record or disseminate material obtained during contact with a counsellor
  • not use a service for a purpose for which it was not intended
  • only engage with services when in situations in which it is as safe as possible or when in a fit state e.g. not when driving or when under the influence of drugs or alcohol
  • follow the reasonable instructions of a counsellor in managing their safety or the safety of others