Your Privacy and Confidentiality When You Reach Out
4 min read · en-ZA
What we keep private, and the few limits - so you can reach out with confidence
The question everyone wants to ask
Before he said anything real, Sipho asked the question almost everyone asks, even if only in their head: will my boss find out? It is the right question, and it deserves a clear, honest answer. For most people, understanding exactly how their privacy is protected is what finally makes it safe to reach out.
Confidentiality is the foundation of trust in any counselling or support service. This guide explains plainly what we protect, the few limits to confidentiality, and your rights over your own information.
What it is
Confidentiality means that what you share when you reach out for support is kept private and is not disclosed to others, including your employer, except in the few specific circumstances the law requires. Our services are both voluntary and confidential, and your personal information is handled in line with the Protection of Personal Information Act (POPIA). Confidentiality is not a courtesy; it is a professional and legal duty.
What we protect
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The fact that you contacted us at all
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Anything you tell a counsellor during your sessions
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Your personal and contact details, and any records of your support
If your employer provides the service, they may receive anonymous, aggregated information - for example, how many people used the service - but never your identity or what you discussed.
The limits of confidentiality
There are a few situations, set by law and professional ethics, where a counsellor may have to share information to protect life and safety. These are explained to you up front, and are limited to:
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When there is a serious and imminent risk to your life or someone else's
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When a child or vulnerable person is at risk of harm
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When disclosure is required by a court of law
Even then, only the information necessary to keep people safe is shared, and wherever possible it is discussed with you first. Outside these limits, what you share stays private.
How your information is handled
In line with POPIA, your information is:
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Collected only for the purpose of supporting you, with your consent
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Stored securely, with access restricted to those directly involved in your care
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Kept only as long as required, then securely disposed of
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Treated as Special Personal Information, because health information carries extra protection under the law
Your rights
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To be told how your information will be used, before you share it
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To give, and to withdraw, your consent
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To access the information held about you, under POPIA and the Promotion of Access to Information Act (PAIA)
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To have your information kept accurate and secure
How we can help
Therapy On The Go is built around protecting your privacy:
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Confidential, voluntary support from registered professionals
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POPIA-compliant handling of all personal and health information
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Clear, up-front explanation of confidentiality and its limits, so there are no surprises
When to reach out
If privacy is what has been holding you back, we hope this puts your mind at ease. You can ask any counsellor to explain confidentiality before you share anything. Reaching out is safe, and it is your choice.
Try this (2 minutes)
Ask the question first. If worry about privacy is stopping you, make that your opening line when you reach out: before I share anything, can you explain how confidential this is? A good service will welcome the question and answer it clearly. Getting that reassurance first is a perfectly reasonable, and very common, way to begin.
Free South African support
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Suicide Crisis Helpline - 0800 567 567
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Suicide Crisis Helpline - 0800 567 567
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Lifeline - 0861 322 322
References
Republic of South Africa, 2013. Protection of Personal Information Act (POPIA), Act 4 of 2013. Pretoria: Government Printer.
Republic of South Africa, 2000. Promotion of Access to Information Act (PAIA), Act 2 of 2000. Pretoria: Government Printer.
Health Professions Council of South Africa (HPCSA), 2016. Guidelines on the Keeping of Patient Records and Confidentiality. Pretoria: HPCSA.
This article offers general information and support. It is not a substitute for professional medical or psychological advice, diagnosis or treatment. If you are in crisis, contact the Suicide Crisis Helpline on 0800 567 567 or SAPS on 10111. Your information is handled in line with POPIA; health information is treated as Special Personal Information.