Feedback and Dispute Resolution Policy -

At SFS Counsellors, we are committed to providing a supportive and effective counseling experience, and client satisfaction is central to our services. To foster open communication and address any concerns promptly, we have established a comprehensive Feedback and Dispute Resolution Policy. This policy is designed to ensure that every client’s voice is heard and that any concerns or issues are addressed effectively. Our online platform provides a convenient way to share feedback and resolve disputes, though we are also available for in-person support on special request.

1. Importance of Client Feedback

We value feedback from all clients as it enables us to:

Enhance Service Quality: Client insights help us refine our counseling services and improve overall service quality.
Ensure Client Satisfaction: Through constructive feedback, we strive to address any gaps in our service promptly, ensuring that client satisfaction remains a priority.
Develop Counselor Effectiveness: Feedback helps our counselors continuously improve their practices and understand clients’ unique needs and preferences.

2. Feedback Submission Process

To make feedback submission convenient and effective, we provide multiple channels:

Online Feedback Form: Clients can complete a simple, secure online feedback form available on our website, where they can express concerns, share positive experiences, or suggest areas for improvement.
Direct Contact: Clients may also contact our support team directly via email or phone. Our team is trained to listen carefully and ensure that feedback is directed to the appropriate department or counselor.
Session Feedback: After each session, clients are encouraged to provide feedback on the counselor’s approach, session quality, and overall experience.

3. Types of Feedback Welcomed

We welcome feedback in various forms, each essential to understanding the client experience:

Counselor-Specific Feedback: Feedback regarding a specific counselor’s approach, communication style, or effectiveness in addressing the client’s needs.
Platform and User Experience: Feedback related to the usability of our online platform, including any issues with session booking, technical difficulties, or security concerns.
Overall Service Quality: General feedback on the quality and effectiveness of the counseling services, including any suggestions for new services or improvements to existing ones.

4. Dispute Resolution Process

At SFS Counsellors, we strive to resolve disputes professionally and respectfully, ensuring that clients feel supported throughout the process:

Initial Review: Once a dispute or complaint is submitted, our team conducts an initial review to understand the details and determine the appropriate next steps.
Follow-Up Communication: Our support team will follow up with the client to gather additional information and clarify the nature of the dispute, ensuring an accurate and complete understanding of the client’s concerns.
Resolution Steps: We aim to resolve disputes in a way that aligns with our commitment to client satisfaction. Possible resolution steps may include scheduling additional sessions, offering alternative counselors, or issuing partial refunds if applicable.
Feedback on Resolution: After a resolution is implemented, we reach out to clients to ensure they are satisfied with the outcome, and we encourage additional feedback on their experience with the resolution process.

5. Ensuring Confidentiality in Feedback and Disputes

We understand the sensitive nature of counseling services and are committed to maintaining confidentiality throughout the feedback and dispute resolution process:

Private and Confidential Handling: All feedback and disputes are handled discreetly and shared only with relevant team members directly involved in the resolution process.
Secure Communication Channels: Clients are encouraged to share feedback through our secure online platform or encrypted communication channels to ensure their privacy is protected.
Anonymity Option: For clients who prefer to remain anonymous, we offer the option to submit feedback without identifying information. However, anonymity may limit our ability to resolve specific disputes.

6. Client Rights During Dispute Resolution

Our policy is designed to respect client rights throughout the dispute resolution process:

Right to Be Heard: Clients have the right to express concerns and provide feedback without fear of judgment, retaliation, or adverse effects on their future counseling experiences.
Right to Fair Resolution: Clients can expect a fair, unbiased resolution process that considers their unique concerns, with outcomes focused on restoring satisfaction.
Right to Timely Communication: We commit to prompt communication throughout the resolution process, keeping clients informed of progress and expected timelines.

7. Commitment to Continuous Improvement

Feedback and dispute resolution are integral to our mission of continuous improvement:

Regular Policy Reviews: We periodically review our Feedback and Dispute Resolution Policy to ensure it remains relevant and responsive to client needs.
Counselor Training and Development: Insights from feedback and dispute cases are incorporated into counselor training programs, helping our team develop more effective strategies for client engagement and support.
Enhanced Client Resources: Based on client feedback, we continue to improve our platform, resources, and service offerings to better meet the diverse needs of our clients.

8. Feedback on Policy Effectiveness

We encourage clients to share their experiences with our Feedback and Dispute Resolution Policy itself:

Client Surveys: Periodic surveys allow us to assess client satisfaction with the feedback and dispute resolution processes and identify areas for improvement.
Open Communication: Clients are welcome to provide suggestions on how we can improve the way we handle feedback and disputes, helping us build a more responsive and client-centered environment.

9. Contact Information for Feedback and Dispute Resolution

For any feedback or dispute resolution inquiries, clients can reach out through the following channels:

Email: sfours1106@gmail.com
WhatsApp: +91 95295 39394
Online Feedback Form: Available on our website for convenient, secure submissions.

Thank you for helping us make SFS Counsellors a supportive and responsive counseling platform. We value each client’s experience and feedback as essential components of our mission to provide compassionate, effective psychological counseling services across all age groups.