The purpose of this policy is to outline the scope, principles, and ethical commitments of Listening Ear Counselling & Consultancy Pte. Ltd. as an independent provider of professional psychotherapy and counselling services. This document ensures clients are informed of their rights, responsibilities, the nature of therapy, and the policies that guide our practice. Our services are intended to support emotional, relational, and psychological wellbeing in a safe, confidential, and professional setting.

4.1 Therapeutic Approach

We specialise in relationship challenges, trauma, identity, addiction, and more. What sets us apart is our integration of deep clinical expertise with empathy, cultural sensitivity, and the belief that people are stories to be understood — not problems to fix. Our approach blends science with soul, drawing from internationally respected therapeutic methods.

For Individuals We support adults navigating anxiety, depression, trauma, identity exploration, self-esteem, grief, life transitions, and concerns related to sex and sexuality.

Therapeutic modalities:

• Postmodern & Salutogenic: Narrative Therapy, Solution-Focused Brief Therapy (SFBT)

• Somatic & Attachment-based: Somatic Experiencing (SE), Internal Family Systems (IFS), Dynamic Attachment Repatterning Experience (DARe), Integral Somatic Psychotherapy (ISP)

• Trauma therapies: EMDR, Brainspotting, Memory Reconsolidation and Integration (MEMI)

• Cognitive approaches: CBT, REBT, Reality Therapy

• Relational & Humanistic: Transactional Analysis (TA), Person-Centred Therapy (PCT), Gestalt Therapy

For Couples We help couples rebuild connection, repair trust, and deepen intimacy. We also support couples facing challenges such as:

• Infidelity and betrayal

• Communication breakdowns

• In-law and extended family tensions

• Parenting differences and transitions

• Grief and shared loss

• Addiction in one or both partners

• Sexual and intimacy-related concerns

Therapeutic modalities:

• Emotionally Focused Couple Therapy (EFCT)

• The Gottman Method

• Satir Transformational Systemic Therapy

• Nonviolent Communication (NVC)

• Trauma-informed relational healing

For Families We offer systemic and attachment-informed family therapy:

• Emotion-Focused Family Therapy (EFFT)

• Satir Growth Model

• Narrative and SFBT family approaches

• Trauma-aware and communication-focused work

For LGBTQIA+ Clients We offer an actively inclusive, affirming space to support:

• Coming out, self-acceptance, gender and sexual identity

• Navigating family, cultural, and religious challenges

• Processing trauma and attachment injuries

• Working with shame, minority stress, and internalised stigma

• Trauma-informed, somatic, cognitive and narrative approaches

Appointments are available by prior booking only. Once a session time is offered, payment confirms the appointment. If you are attending via Zoom, your link will be sent upon confirmation.

For Addiction and Recovery We walk with clients and families impacted by addiction. Our integrative approach includes:

• IFS for understanding protectors, cravings, and shame

• EMDR, Brainspotting, and SE for trauma underlying addictive cycles

• CBT and Reality Therapy for change-focused thinking and behaviour

• 12-Step sensitive support and Meaning Reconstruction

• Salutogenic, narrative approaches that affirm hope and growth

Our model integrates bottom-up (nervous system and body) and top-down (cognitive-emotional) approaches. Every session is client-centred, trauma-informed, and paced with safety and dignity.

Sessions are available in person at International Plaza (Tanjong Pagar) or online via secure Zoom.

4.2 Collaboration with Others

With client consent, the counsellor may liaise with family members, schools, or other professionals to support overall wellbeing and reduce barriers to healing. In special circumstances (e.g. academic, family, or relational concerns), joint meetings may be arranged with consent.

Sessions are by appointment only and subject to availability.

A session is confirmed when:

• The appointment is acknowledged and scheduled by the therapist via email or WhatsApp

• Full payment is received in advance to secure the slot

Session durations typically include:

• 60 minutes for individual therapy

• 90 minutes for couples or extended work

• Marathon sessions available upon request for intensive therapy

Sessions begin and end punctually within the contracted time. Where appropriate, the therapist may end a session slightly earlier for the client’s emotional regulation or integration. Sessions will not exceed the booked duration.

If attending online, clients will receive a secure Zoom link upon confirmation.

Fees and Payments

• In-Person Sessions (60 mins): SGD 250

• Online Sessions (Zoom): SGD 200 (via PayNow) or SGD 250 (via other methods)

• After-Hours Surcharge: SGD 50 per hour (pro-rated)

• Extended Sessions (e.g. 90 mins): Pro-rated (e.g. 90 mins = SGD 375)

• Special Requests (e.g. off-site visits): Additional transport or administrative fees may apply

Transparent Pricing

All published fees are inclusive of room rental, administrative overheads, and do not include any hidden charges or GST. We maintain a consistent pricing policy across all session types.

Billing Consistency and Fairness

We apply a single, transparent rate per session — not per person, not per case complexity. This means whether you attend individually, as a couple, or as a family; whether your concerns involve mild stress or complex trauma; you will be charged the same rate. We do not discriminate based on income status, case severity, or relational structure. Your humanity is never treated as a burden.

Payment Terms

Full advance payment is required to confirm appointments. Session confirmation is only valid upon both scheduling confirmation from the therapist and receipt of full payment. Payment methods and session details are provided upon booking.

Invoices and receipts are issued electronically upon request and may be used for personal record-keeping, insurance claims, or reimbursement purposes.

Financial Ethics and Billing Integrity

At Listening Ear Counselling & Consultancy Pte. Ltd., we are committed to ethical and transparent financial practices. Clients are billed accurately, with no additional charges without prior discussion and informed consent. Financial records are maintained confidentially and used solely for administrative, audit, or legal compliance where applicable.

We do not promote unnecessary sessions. Clients are encouraged to make informed choices about the frequency and duration of therapy in line with their goals, needs, and resources.

👉 See full pricing: https://listeningearclinic.com/counselling-fees/

Notice Period

Clients are requested to provide a minimum of 36 hours’ notice for cancellations or requests to reschedule a confirmed session.

• Cancellations made with less than 36 hours’ notice may be charged at the full session rate, as the appointment was reserved exclusively for you.

• Repeated short-notice cancellations or no-shows may affect future scheduling or continued service.

Emergencies and Collaboration

We understand that emergencies happen. If you are unwell, experiencing a family emergency, or facing unavoidable circumstances, we encourage you to reach out early. We will do our best to work collaboratively on alternative arrangements.

Purpose of the Policy

This policy exists to uphold mutual respect and professional boundaries. Each session involves emotional presence, careful preparation, and time blocked solely for your care. Cancellations made too close to the appointment time impact the therapist’s ability to offer that slot to others in need.

It is our intention to work with compassion while maintaining structures that respect everyone’s time, energy, and commitment to the therapeutic process.

Refunds

• Full refunds are issued for sessions cancelled with at least 36 hours’ notice.

• Partial or no refunds may apply if cancellation occurs within 36 hours, unless an emergency has been discussed.

• In case of prepaid sessions cancelled in time, clients may also opt to carry the payment forward to the next appointment instead of receiving a refund.

• Refunds are processed via the same payment method within 7 working days upon request.

👉 Read our full terms

Confidentiality is a cornerstone of the therapeutic relationship. All information shared in session is treated with the utmost respect and held in strict confidence, in accordance with Singapore’s Personal Data Protection Act (PDPA) and relevant professional ethical guidelines (e.g. SAC, SPS, APA, ACA).

We are committed to safeguarding your privacy, dignity, and trust.

What is kept confidential:

• Session notes and clinical records

• Personal and contact information

• Content shared in session

• Communications via email, WhatsApp, or administrative platforms

• Session attendance and scheduling details

Records are stored securely with access limited to your treating therapist and authorised personnel as required for administrative support.

Limits to confidentiality:

There are exceptional circumstances where confidentiality may be breached without client consent, including:

• Where there is risk of serious harm to self or others

• Suspected or disclosed abuse or neglect of a child, vulnerable adult, or elderly person

• A valid court order or legal requirement (e.g. under subpoena or mandate by family court, child protection services, or the Community Court)

• Disclosure of a criminal act or threat to public safety

• Professional supervision (client identity protected)

In all possible situations, the client will be informed before such disclosure occurs — unless doing so would increase risk.

Collaboration and working with others:

With your consent, collaboration with other professionals (see Section 4.2) — such as doctors, lawyers, teachers, or family members — may occur to support your goals and overall care. This is especially important when working with minors, where consent and communication may involve parents or guardians (see Section 31).

We do not release any client information to family members, employers, institutions, or other external parties without your written permission, except where required by law or outlined above.

👉 For more, see:

• Section 4.2: Collaboration with Others

• Section 31: Children and Vulnerable Persons

• Section 10: Legal and Ethical Framework

Listening Ear Counselling & Consultancy Pte. Ltd. is an allied health psychotherapy and counselling practice. We provide professional therapeutic support for emotional, relational, and psychological well-being.

We are not a medical or psychiatric service. We do not diagnose medical conditions, prescribe medication, or offer medical consultations. For such needs, please consult a qualified doctor, psychiatrist, or medical specialist.

We are not a crisis centre. If you or someone you know is experiencing a mental health emergency or is in danger, please contact 24/7 crisis services such as IMH, SOS, or Mindline (Tel: 1771).

Our therapists are trained to create a safe space, offer skilled listening, and facilitate emotional exploration and therapeutic growth. We do not provide direct advice, issue instructions, or guarantee a cure, healing or to “get better.” Psychotherapy is not a guaranteed solution to all life’s challenges — but we do commit to offering our time, presence, and professional competence in applying evidence-based therapeutic interventions.

Clients are responsible for defining and pacing their own goals. All change carries emotional and psychological risk. We encourage open communication and mutual respect in navigating this process.

Your life is precious. If at any point you require immediate safety or medical intervention, we urge you to seek support from the appropriate crisis or medical services.

Listening Ear Counselling & Consultancy Pte. Ltd. adheres to the highest ethical and professional standards as guided by both local Singaporean legislation and international best practices. Our counselling practice is grounded in integrity, informed consent, cultural sensitivity, and a deep commitment to client welfare.

10.1 Professional Codes of Ethics

We draw upon the core principles of the following professional frameworks:

• Singapore Association for Counselling (SAC) Code of Ethics

• Singapore Psychological Society (SPS) Professional Practice Guidelines

• American Psychological Association (APA) Code of Ethics

• American Counselling Association (ACA) Code of Ethics

• National Association of Social Workers (NASW) Code of Ethics

These codes guide our practice in areas including:

• Informed consent and autonomy

• Confidentiality and its limitations

• Cultural competence and anti-discrimination

• Avoidance of dual relationships and boundary clarity

• Duty of care and safeguarding

• Accountability, self-awareness, and clinical supervision

10.2 Key Singaporean Legal Acts Followed

We are fully compliant with Singapore law and follow the spirit and letter of the following Acts, among others:

• Personal Data Protection Act (PDPA) – protecting client confidentiality and digital data

• Children and Young Persons Act (CYPA) – safeguarding minors and defining statutory obligations

• Women’s Charter (2020 Edition) – with regard to marital, relational, and family-based protection

• Mental Health (Care and Treatment) Act – outlining our response in mental health risk or psychiatric crisis situations

• Mental Capacity Act (Cap. 177A) – particularly when supporting adults with impaired decision-making capacity

• Protection from Harassment Act (POHA) – covering safety of clients and therapists, including emotional and online harassment

• Maintenance of Religious Harmony Act (MRHA) – ensuring respectful engagement across religious and cultural differences

10.3 Our Ethical Commitments

We strive to practise in a way that is legally sound, trauma-informed, culturally sensitive, and person-centred. This includes:

• Upholding strict confidentiality (with limitations in legal or safeguarding cases — see Section 9)

• Acting with non-maleficence and beneficence, prioritising client welfare

• Respecting diversity and inclusion in all forms (see Section 18)

• Collaborating with legal and regulatory authorities where required

• Ensuring all services are provided with full informed consent (see Section 13)

Where required by law (e.g. court subpoenas, protective reporting, mandatory disclosure), information may be disclosed without client consent, in accordance with professional guidelines and statutory obligations.

Clients are active participants in the therapeutic process and play a central role in its success. In entering into a therapeutic relationship with Listening Ear Counselling & Consultancy Pte. Ltd., clients agree to the following responsibilities:

• Respect and Boundaries: Treat your therapist and clinic staff with courtesy, dignity, and mutual respect. Harassment, threats, or verbal abuse will not be tolerated.

• Honesty and Engagement: Engage in therapy with openness and honesty. While you are never required to share anything you are not ready to, we encourage sincere communication for effective therapeutic progress.

• Attendance and Timeliness: Arrive punctually for sessions and provide appropriate notice for cancellations, in accordance with our Cancellation and Refund Policy.

• Payment of Fees: Pay session fees on time as agreed upon at the point of intake or as outlined in our Fees and Payments section.

• Ownership of Goals: Define, review, and pace your own therapeutic goals in collaboration with your therapist. You remain responsible for decisions made within and outside of therapy.

• Risk Awareness: Acknowledge that emotional discomfort may arise during the therapeutic process. Therapy may bring up painful feelings, but this is often a step toward healing and insight.

• Respect for Others’ Confidentiality: For group or couple sessions, refrain from sharing others’ personal information outside of the session unless mutually agreed.

Therapists at Listening Ear Counselling & Consultancy Pte. Ltd. uphold the highest standards of ethical, professional, and relational conduct in every interaction. Our responsibilities include:

• Creating a Safe and Respectful Space: We ensure that every client is met with compassion, non-judgement, and unconditional positive regard, regardless of background, identity, or presenting issue.

• Professional Competence: Therapists commit to evidence-based practice, ongoing supervision, and continued professional development. We work within our scope of competence and refer out when needed.

• Confidentiality and Trust: Client information is protected under strict confidentiality protocols as outlined in Section 9: Confidentiality and Data Protection, with full transparency on limitations.

• Respect for Autonomy: We support client choice and autonomy. Our role is to facilitate—not impose—change, while honouring each person’s pace and readiness.

• Boundaries and Ethics: All therapists are expected to maintain healthy professional boundaries, avoid dual relationships, and act with integrity as guided by the ethical codes referenced in Section 10: Legal and Ethical Framework.

• Cultural Sensitivity and Inclusion: We affirm and honour diversity. Therapists practise with cultural humility and a commitment to equity and non-discrimination, as further detailed in Section 19: Inclusivity and Anti-Discrimination.

Informed consent is a foundational element of ethical therapeutic practice. At Listening Ear Counselling & Consultancy Pte. Ltd., we ensure that all clients understand their rights, the nature of therapy, and the parameters of service before sessions begin.

Our commitment to informed consent includes:

• Clarity and Transparency: Clients receive clear information about the therapeutic process, goals, limitations, confidentiality boundaries, risks, fees, and their right to withdraw at any time.

• Written Agreement: Prior to commencing therapy, clients are required to read and sign our consent forms which outline session expectations, limits of confidentiality, crisis protocols, and relevant organisational policies.

• Ongoing Consent: Consent is not a one-time event. We check in regularly and adjust therapeutic approaches based on client feedback and changing needs.

• Consent for Minors and Dependent Adults: Where therapy involves children or adults lacking legal capacity, informed consent must be obtained from a parent, guardian, or legally authorised representative, in accordance with Singaporean law (see also Section 31: Children and Vulnerable Persons).

We respect our clients’ right to privacy in all communications. We strive to ensure that therapeutic communication is handled with discretion, professionalism, and in accordance with Singapore’s Personal Data Protection Act (PDPA).

14.1 Modes of Communication
We may communicate with clients through various platforms, including phone, email, and encrypted messaging apps such as WhatsApp. Clients are encouraged to inform us of their preferred mode of communication. While we take precautions to secure digital communication, absolute confidentiality over digital channels cannot be guaranteed.

14.2 Limits of Confidentiality in Communication
Communication via electronic means may be subject to breaches beyond our control. Sensitive matters should be reserved for sessions or secure methods only. By engaging in therapy with us, clients consent to reasonable and relevant follow-up communication unless they opt out.

14.3 Use of Client Information in Communication
Any use of client information in communications (e.g., for scheduling, follow-up, or documentation) is conducted in accordance with our confidentiality policy (see Section 9) and the PDPA. No client information will be used for marketing purposes.

14.4 Emergency Communication
We are not a 24/7 service. In an emergency, clients should contact IMH (6389 2222), SOS (1-767), or Mindline (Tel: 1771). Crisis support is also outlined in Section 26.

We maintain accurate, confidential, and ethically sound records in accordance with professional guidelines, legal requirements, and the Singapore Personal Data Protection Act (PDPA).

15.1 Purpose of Records

Records are maintained to support continuity of care, document clinical work, track progress, and meet ethical or legal obligations. They reflect the professional judgment of the therapist and may be reviewed in supervision to enhance the quality of care.

15.2 Storage and Security

Records are securely stored in encrypted digital systems and/or locked physical storage, accessible only to authorised personnel. Data is retained for a minimum of 7 years or as required by Singapore law.

15.3 Access to Records

Clients may submit a formal written request to access their own records. However, we do not release full session notes or detailed clinical records, as these are internal documents intended for therapeutic use.

If access is clinically appropriate and does not compromise confidentiality or cause harm, a general clinical summary may be prepared at the therapist’s discretion. This summary may include session dates, attendance, and a broad overview of the therapeutic focus.

Access is not a guaranteed right, and may be declined or limited if:

• It poses a risk of harm to the client or others

• It contains third-party information

• It interferes with the therapeutic process

• It is inconsistent with the original purpose of therapy

Costs: A reasonable fee may be charged for preparation and release of any documents, depending on the complexity of the request. Each case is considered individually.

We discourage record release unless legally required (e.g., subpoena or statutory directive). We invite clients to discuss any concerns in session first, where many issues can be resolved collaboratively.

15.4 Amendments and Corrections

Clients may request factual corrections to administrative information. However, therapeutic impressions are considered clinical judgments and are not amended. A client may request that their own clarifying statement be added to the record.

15.5 Transfer of Records

As a general rule, we do not facilitate record transfers to external parties unless required by law or mandated by court order. If a client discontinues therapy and moves to another provider, we may issue a basic discharge summary or letter confirming attendance, subject to ethical review and written consent.

We are committed to maintaining healthy professional boundaries in all therapeutic relationships to protect the integrity of the counselling process.

16.1 Avoidance of Dual Relationships
Therapists at Listening Ear Counselling & Consultancy Pte. Ltd. avoid dual or multiple relationships that could impair professional judgement, exploit the client, or lead to conflicts of interest. This includes but is not limited to personal, social, financial, or supervisory relationships with clients.

16.2 Boundary Clarity
Boundaries are discussed clearly with clients at the start of therapy. This includes communication outside of sessions, social media interactions, and the limits of support between appointments.

16.3 Gifts and Favour Requests
Clients are respectfully discouraged from offering gifts or requesting personal favours. Any such gestures are navigated ethically, with sensitivity to cultural norms and power dynamics.

16.4 Managing Unavoidable Overlaps
In small or close-knit communities, overlaps may be unavoidable. Where this occurs, we commit to transparency, supervision, and obtaining informed consent while prioritising the client’s safety and comfort.

17.1 Telehealth Practices
We provide sessions via Zoom or other secure video platforms upon request or necessity. All digital sessions follow the same confidentiality, consent, and ethical principles as in-person therapy.

17.2 Technological Limitations
While we make efforts to secure online communication, no digital medium can be fully guaranteed as private. Clients are encouraged to use private spaces and secure networks for sessions.

17.3 Recording
Sessions are never recorded without explicit written consent. Clients are also requested not to record sessions without prior agreement.

18.1 Affirming Practice
We welcome and affirm individuals from all racial, religious, sexual, gender, and cultural identities. Counselling is offered in a spirit of respect, equality, and non-discrimination.

18.2 Accessibility
Reasonable accommodations are available for clients with physical, sensory, or other disabilities. Please inform us of specific needs so we may collaborate appropriately.

18.3 Safe Environment
Discriminatory behaviour within sessions (by or towards clients or therapists) is not tolerated. We reserve the right to terminate services if inclusivity principles are violated.

19.1 Open Feedback Culture
Clients are encouraged to share feedback directly with their therapist. Feedback helps us improve and honour the therapeutic relationship.

19.2 Complaints Process
Formal complaints may be submitted in writing to the Clinical Director at admin@listeningearclinic.com. We aim to acknowledge and address all concerns respectfully within a reasonable timeframe.

19.3 External Bodies
Clients may also raise complaints with relevant professional associations such as the Singapore Association for Counselling (SAC) or Singapore Psychological Society (SPS), depending on the therapist’s registration.

19.4 Mediation and Non-Adversarial Dispute Resolution
We are committed to resolving disagreements with integrity and compassion. Clients and therapists are encouraged to engage in open communication, restorative dialogue, or informal mediation as a first step — before considering legal escalation.

Our preferred approach is non-adversarial dispute resolution: a collaborative and respectful process where each party is heard and valued, and where the goal is mutual understanding rather than blame. This supports a win–win outcome that honours the therapeutic bond and dignity of all involved.

While this approach is preferred, it does not replace clients’ legal rights. Legal processes and reporting obligations will still be followed where required by law. Our goal is always to uphold ethical standards and protect the integrity of both clients and therapists.

20.1 Client-Led Termination
Clients have the right to pause or end therapy at any time. We encourage an intentional closing session, where possible, to support closure and reflect on progress.

20.2 Therapist-Led Termination
Therapists may initiate termination if therapy is no longer beneficial, ethical concerns arise, or boundaries are repeatedly violated. Efforts will be made to provide referrals where appropriate.

20.3 Mutual Agreement
Where both therapist and client agree, therapy may be concluded once goals are met or based on evolving needs. We welcome follow-up or return visits when desired.

20.4 Sudden Disengagement
If a client discontinues contact for more than 3 months without notice, the case will be considered inactive and closed. Clients are welcome to resume services, subject to availability and suitability.

21.1 Clinical Supervision
All therapists engage in regular clinical supervision to uphold professional standards and ensure ethical practice. Supervision protects both client and therapist by offering reflection, accountability, and growth.

21.2 Continuing Education
Therapists are committed to lifelong learning through professional development, trainings, certifications, and adherence to the latest research in mental health and therapeutic best practices.

21.3 Confidentiality in Supervision
Client material may be discussed anonymously during supervision for quality assurance. Identifying details are removed, and all supervisors are bound by confidentiality.

22.1 Professional Indemnity
Listening Ear Counselling & Consultancy Pte. Ltd. maintains professional indemnity insurance for all practising therapists under our banner.

22.2 Limitations of Liability
While we provide professional and ethical care, we are not liable for decisions made by clients outside of therapy or outcomes beyond our professional control.

22.3 External Coverage
If clients wish to claim therapy sessions under private insurance (e.g. employer wellness programmes), we can provide receipts. Clients remain responsible for confirming coverage with their provider.

23.1 Client Safety
Therapists at Listening Ear Counselling & Consultancy Pte. Ltd. are trained to monitor and respond to clinical risks including self-harm, suicide ideation, and harm to others. Where there is a clear and imminent risk, confidentiality may be limited (see Section 9).

23.2 Risk Assessment and Support
We may conduct formal or informal risk assessments and will discuss options collaboratively with the client, including referral to medical professionals or emergency services if warranted.

23.3 Duty to Protect
Where a client discloses intention to harm themselves or others, or where there is suspicion of abuse or neglect (especially involving vulnerable persons), we reserve the right to breach confidentiality and act in accordance with legal and ethical obligations.

At Listening Ear Counselling & Consultancy Pte. Ltd., we recognise that ethical dilemmas may arise during therapy. We are committed to approaching such situations with integrity, humility, and professional accountability.

24.1 Ethical Reflection
All therapists are guided by ethical frameworks such as those from the Singapore Association for Counselling (SAC), Singapore Psychological Society (SPS), American Psychological Association (APA), and American Counseling Association (ACA). In complex cases, therapists will consult supervisors and refer to these codes to guide decision-making (see also Section 21: Clinical Supervision).

24.2 Client Involvement
We strive to include clients in the ethical decision-making process where appropriate, maintaining transparency and collaboration (see also Section 11: Client Responsibilities).

24.3 Documentation and Review
Any ethical dilemmas encountered will be documented in supervision and, if necessary, discussed anonymously within a professional consultation space to ensure impartiality and best practice (see also Section 15: Record-Keeping).

24.4 Ethical Principles
Our approach is guided by the core ethical principles of:
– Non-maleficence – Do no harm
– Beneficence – Act in the best interest of the client
– Autonomy – Respect for client choice
– Fidelity – Honouring commitments and responsibilities
– Justice – Fairness and equity
– Integrity – Truthfulness and professionalism

24.5 Our Commitment
Ethics is not simply a guideline—it is central to building trust. We strive to uphold the highest standards in every aspect of therapeutic work and welcome accountability as a part of ethical growth.

25.1 Use of Self
Therapists bring their full presence, professional identity, and self-awareness into the room. The “use of self” refers to how the therapist’s authentic presence, emotional intelligence, and life experience can serve the client when used ethically and intentionally.

25.2 Reflexivity
We engage in ongoing self-reflection about our values, biases, and how our personal history may influence therapeutic dynamics. Reflexivity is embedded in supervision, peer consultation, and continuing education.

25.3 Humility and Growth
We are not “experts” on clients’ lives. We co-create the therapeutic space with humility, openness, and a commitment to ongoing learning.

26.1 Not a Crisis Service
Listening Ear Counselling & Consultancy Pte. Ltd. is not a 24/7 crisis or emergency service. If you or someone you know is in immediate danger or experiencing a mental health emergency, please contact the following:

• IMH (Institute of Mental Health): 6389 2222
• Samaritans of Singapore (SOS): 1-767
• Mindline: 1771

26.2 Support Between Sessions
Therapists may not be able to respond immediately outside scheduled appointments. Clients are encouraged to keep emergency contacts and use public crisis resources when needed. Safety planning can be discussed in-session for clients with ongoing needs.

27.1 Subpoenas and Court Orders
In situations involving subpoenas, court orders, or requests from legal authorities, Listening Ear Counselling & Consultancy Pte. Ltd. will comply in accordance with Singaporean law. Clients will be informed where possible unless prohibited by law.

27.2 Child Protection and Vulnerable Persons
We are legally and ethically obligated to report suspected abuse, neglect, or risk to children or vulnerable individuals to the relevant authorities. This may include the Ministry of Social and Family Development (MSF), Child Protective Service (CPS), or Family Court, depending on the context.

27.3 Cooperation with Legal Proceedings
Any legal report or court involvement (e.g., family court proceedings, custody matters) will incur administrative fees and be guided by ethical standards. Therapists may decline involvement if it compromises therapeutic neutrality or client welfare.

28.1 Holistic Care
We value collaborative care and, where appropriate, may work with other professionals (e.g., medical doctors, psychiatrists, social workers, school counsellors, legal professionals) to support the client’s wellbeing.

28.2 Consent Required
Collaboration with external professionals will only occur with the client’s written informed consent, except in legal or safeguarding situations (see Section 9: Confidentiality and Data Protection and Section 27: Legal Requests and Court Involvement).

28.3 Working with Families and Minors
In cases involving minors or dependent adults, we may consult or coordinate with family members, schools, or healthcare providers in line with consent and best interest principles. Parental/legal guardian involvement is guided by legal norms and the child’s evolving capacity.

At Listening Ear Counselling & Consultancy Pte. Ltd., we are committed to ensuring that clients have access to appropriate care, even if we are unable to continue working together. Continuity, closure, and transitions are handled with care, respect, and consideration for therapeutic safety.

29.1 Referral When Outside Scope

If the client’s needs exceed our expertise or scope of practice, we will refer to a qualified professional or service better suited to provide the necessary care. We do not retain clients if we believe they would benefit more from an alternative approach or level of support.

29.2 Service Disruption or Temporary Absence

In the event of therapist illness, scheduled absence, or short-term unavailability, we will aim to provide timely notice and, where appropriate, offer interim referral options to ensure minimal disruption to the therapeutic journey.

29.3 Client-Initiated Transition

Clients may choose to discontinue therapy or transfer to another provider at any time. We support a smooth and respectful transition. However, we do not routinely provide summaries or transfer case notes unless:

• There is a valid court order or statutory obligation, or

• The client provides explicit written consent, and

• The therapist assesses that such disclosure does not compromise therapeutic integrity, confidentiality, or client safety.

Please note:

• A general clinical summary may be prepared at the therapist’s discretion (see Section 15.3 – Access to Records).

• Access is not guaranteed and may be limited.

• Time spent preparing such documents is chargeable on a case-by-case basis.

• Requests will be declined if there is a risk of harm, third-party confidentiality, or interference with the therapeutic process.

29.4 Therapist Death or Permanent Incapacity

In the event of the therapist’s unexpected death or permanent incapacity:

• All counselling records will be sealed and securely stored for the legally required duration (typically 7 years for adult clients, or until age 28 for clients under 21), in accordance with the Personal Data Protection Act (PDPA) and professional ethical codes.

• No records will be shared or summarised unless compelled by valid legal processes (e.g. a court order).

• Clients are advised that we do not arrange for summaries or transitions in such cases.

29.5 Client Death or Incapacity

In the event of a client’s death or permanent incapacity:

• Client confidentiality continues after death. Records will remain protected and are not automatically accessible to family, next-of-kin, or other representatives.

• No access will be granted to therapy notes unless a valid legal mandate (e.g. court order) is presented.

• We do not offer summaries or disclosures to family members in such situations, including in cases of sudden death, suicide, or bereavement, unless legally required.

• Support for grieving family members may be offered through separate counselling, without referencing the client’s past therapy content.

For data and confidentiality protections, see Section 9: Confidentiality and Data Protection. For legal and ethical responsibilities, refer to Section 10: Legal and Ethical Framework.

30.1 Scope of Online Services
Listening Ear Counselling & Consultancy Pte. Ltd. offers telehealth sessions via secure video platforms such as Zoom. These sessions adhere to the same ethical standards, confidentiality expectations, and therapeutic principles as in-person counselling.

30.2 Informed Consent for Online Therapy
Clients engaging in telehealth must provide informed consent, acknowledging the limitations and risks associated with online therapy (e.g., technical issues, confidentiality breaches). Consent is typically obtained during intake and revisited as needed.

30.3 Confidentiality and Safety
While we take all reasonable steps to ensure confidentiality, no digital platform is entirely risk-free. Clients are encouraged to use private spaces and secure internet connections. Therapists will ensure their end is similarly private and secure.

30.4 Technological Disruptions
In the event of a disruption (e.g., internet failure), the therapist will attempt to reconnect. If unsuccessful, the session may be continued via phone or rescheduled at no additional cost.

30.5 Suitability for Telehealth
Not all cases are suitable for online therapy. The therapist may recommend in-person sessions or referrals if they assess that online counselling is not in the client’s best interest (e.g. high risk, severe distress, privacy concerns).

30.6 Emergency Limitations
Telehealth services are not appropriate for managing psychiatric emergencies. Clients in crisis should contact emergency services (see Section 26: Emergency and Crisis Situations).

30.7 Cross-Jurisdiction Considerations
Clients residing outside Singapore should note that the therapist may be limited in providing services or interventions due to differing legal and professional regulations. Clients are advised to check local laws and discuss any concerns with their therapist

Children and Vulnerable Persons

31.1 Collaborative Approach with Families
When working with children, adolescents, or dependent adults, we adopt a collaborative approach involving parents, guardians, or key family members where appropriate. This is done with careful consideration of the client’s developmental needs, evolving autonomy, and right to privacy.

Informed consent is obtained from a parent or legal guardian before initiating therapy with a minor (under 21 years of age, as per Singapore law). Where developmentally appropriate, the minor’s assent will also be sought. Therapists will balance confidentiality with the need for appropriate caregiver involvement in supporting the therapy process.

31.2 Family Involvement in Therapy
Family members may be invited to participate in therapy sessions to support therapeutic goals. This may include:

• Joint sessions with one or both parents

• Psychoeducation or parenting support

• Addressing family dynamics or communication patterns

Such involvement is guided by the client’s consent (where applicable), the guardian’s agreement, and clinical judgement on what best supports the minor’s or dependent adult’s wellbeing.

31.3 Safeguarding and Legal Reporting
Where there is reasonable suspicion that a child or vulnerable adult is at risk of harm, abuse, or neglect, we are legally and ethically required to inform appropriate authorities. These may include:

• Child Protective Services (CPS), under the Ministry of Social and Family Development (MSF)

• Family Justice Courts, in cases involving custody, protection orders, or supervision

• Other statutory bodies as required under the Children and Young Persons Act (CYPA) and related legislation

Any such disclosures are limited to what is necessary to protect the safety and wellbeing of the client or others. We aim to carry out such responsibilities sensitively and with transparency, whenever possible, without compromising safety.

32.1 Responsibility
This policy is owned and reviewed by Listening Ear Counselling & Consultancy Pte. Ltd.

• Policy Name: Counselling Policy – Listening Ear Counselling & Consultancy Pte. Ltd.

• Policy Owner: Listening Ear Counselling & Consultancy Pte. Ltd.

• Approving Authority: Board of Directors

• Initial Issue Date: 06 July 2025

• Directory Location: https://listeningearclinic.com/counselling-policy/

32.2 Registration and Compliance
We are a locally registered company with the Accounting and Corporate Regulatory Authority (ACRA), Singapore.

• UEN: 202121229R

• Date of Incorporation: 16 June 2021

32.3 Legislative Context
See Section 10: Legal and Ethical Framework for relevant legislation.

32.4 Version Control

• Current Version: 1.0

• Effective Date: 06 July 2025

• Review Date: 06 July 2026

• Privilege Level: Public

We may update this policy from time to time to reflect changes in regulations or our practices. The latest version will always be available on our website.