Frequently Asked Questions (FAQ)

Find answers about SPCC’s services, appointments, privacy, fees, trainee-led services, professional services, and behavioural services. If your question is not answered here, please contact the SPCC Administrative Team for assistance.

1. Confidentiality and Privacy

Is what I share during a session confidential? 

SPCC practitioners and trainees treat information shared during sessions as private and confidential. Information is managed in accordance with applicable professional, ethical, and institutional requirements. During your initial session, your practitioner or trainee will explain the limits of confidentiality and the circumstances in which information may need to be shared. 

How are my records stored? 

SPCC maintains service records in secure, access-controlled systems. Where physical records are required, they are kept in secure storage. Access is limited to authorised personnel involved in service delivery, supervision, administration, or relevant institutional governance.

How does confidentiality work for children and adolescents? 

For children and adolescents, consent may involve a parent or legal guardian, depending on the client's age and circumstances. Your practitioner or trainee will explain what information may remain private, what may be shared with a parent or guardian, and the circumstances in which information may need to be disclosed, particularly where there are safety or safeguarding concerns. 

2. Services and Process 

What services does SPCC provide? 

SPCC provides trainee-led and professional services across counselling, psychotherapy, psychological assessment, and behavioural assessment and intervention. Services may be available for children, adolescents, adults, couples, and groups. SPCC also provides training, workshops, and community outreach programmes. 

All trainee-led services are provided under the supervision of qualified supervisors to support quality, ethical practice, and client safety. Services offered and practitioner availability may vary. Please contact SPCC to confirm current service availability. 

How do I request an appointment? 

You may submit an appointment request through the SPCC registration form. The SPCC team will review your request and contact you to confirm service availability and the next steps. 

Please note that submitting a registration form does not confirm an appointment. Your appointment is only confirmed once you have been contacted by the SPCC team or assigned practitioner/trainee.

What can I expect during my first session? 

Your first session generally focuses on understanding your concerns, relevant background, goals, and expectations. Your practitioner or trainee will also explain the service, consent, confidentiality, session arrangements, and whether the service is appropriate for your needs. 

For behavioural/ABA services, the initial process may include pre-screening, caregiver consultation, behavioural assessment, observation, and discussion of intervention goals, depending on the case. 

Will SPCC provide a diagnosis or medication? 

Counselling and psychotherapy services do not include the prescription of medication. Where appropriate, psychological assessment or diagnostic services may be provided by qualified professionals within SPCC, depending on the service requested and the practitioner’s scope of practice. 

If an assessment report or other formal documentation is required, applicable fees will be discussed with you before the service is provided. 

How many sessions will I need? 

There is no fixed number of sessions for counselling or psychotherapy. The recommended number and frequency of sessions depend on your needs, goals, progress, and the practitioner’s professional recommendation. Clients are encouraged to attend consistently so that progress can be reviewed over time. 

Behavioural/ABA intervention may involve a longer-term programme, depending on the child’s needs, intervention goals, progress, and recommendations following assessment.

Can I request a different trainee or practitioner? 

Yes. If you have concerns about your comfort, therapeutic relationship, or the suitability of the service, you may raise them with your practitioner, trainee, or the SPCC Administrative Team. Where appropriate, SPCC will discuss available options, which may include reassignment to another practitioner or trainee or referral to another service, subject to availability. 

What if SPCC is not the right service for me? 

SPCC may recommend another provider if your needs fall outside our service scope, require a different level of care or specialisation, or cannot be safely supported within SPCC. Where possible, the team will discuss suitable options and next steps with you. 

3. Logistics and Fees

How early should I arrive? 

For your first appointment, we recommend arriving approximately 15 minutes early to allow time for registration and any required forms. 

For subsequent appointments, arriving 5–10 minutes early is recommended so that your session can begin on time.

What should I bring to my first session? 

You do not need to bring anything specific to your first session. However, you may find it helpful to note down any concerns, goals, questions, or symptoms you would like to discuss. 

If you have relevant referral letters, previous assessment reports, or other documents related to your concerns, you may bring them along. Referral letters can be provided to your practitioner or trainee during the session.

How do I make payment? 

Payments should be made through SPCC’s official payment channels. Where applicable, QR payment may also be available at the centre. 

Please do not make payments through personal accounts or unapproved payment channels. An official receipt or payment record will be provided according to the applicable payment process.

What if I need to cancel or reschedule my appointment? 

Please inform your practitioner, trainee, or the SPCC Administrative Team at least 24 hours if you need to cancel or reschedule an appointment. 

Changes are subject to appointment availability and SPCC’s cancellation policy. Applicable fees may be charged for late cancellations or missed appointments. 

What happens if I arrive late? 

Sessions generally end at the scheduled time to avoid disrupting subsequent appointments. If you arrive late, your session may be shortened or rescheduled depending on the remaining time and service requirements. 

If you are more than 15 minutes late without prior notice, your practitioner or trainee may treat the appointment as a missed session and reschedule it. Any applicable fees will be handled according to SPCC’s cancellation policy. 

4. Safety and Risk Management 

Is SPCC an emergency or crisis service? 

No. SPCC is not an emergency or 24-hour crisis service. 

If you or someone with you is in immediate danger or requires urgent medical attention, please seek emergency assistance or proceed to the nearest hospital emergency department. Do not wait for an SPCC appointment, email response, or booking confirmation. 

For mental health crisis support in Malaysia, you may contact Talian HEAL at 15555, which provides emotional and psychosocial support and early crisis intervention daily from 8:00 a.m. to 12:00 midnight. 

For immediate emergencies, seek emergency medical assistance or go to the nearest hospital emergency department. 

What safety measures are in place at SPCC? 

SPCC has procedures and safeguards in place to support the safety and wellbeing of clients, trainees, practitioners, and staff. These include controlled access, confidential service rooms, safeguarding procedures, emergency protocols, and access to university security support. 

Security measures, including CCTV in designated areas and emergency alert systems, are implemented in accordance with university policies and applicable privacy requirements. 

How can I raise a concern or make a complaint? 

If you have a concern about your service, practitioner or trainee, confidentiality, safety, or any other aspect of your experience, please raise it with your practitioner, trainee, or the SPCC Administrative Team as soon as possible. 

Your concern will be directed through the appropriate SPCC process for review, and you will be informed of the relevant outcome or next steps. 

Is SPCC accessible to clients with disabilities? 

SPCC aims to provide an inclusive and supportive environment for clients with different accessibility needs. The centre is accessible by lift and can accommodate clients who use wheelchairs. 

If you have specific accessibility requirements, please let us know when submitting your appointment request so that we can discuss appropriate arrangements and ensure that the service can be provided safely and comfortably.