Privacy Policy

Reach to be Heard
Effective Date: 10 March 2025
Last Updated: 24 November 2025

1. Introduction

Reach to be Heard, led by Fatima Anwaar (Master’s degree in Clinical and Counseling Psychology, Beacon-House National University; International Affiliate of the American Psychological Association; Member of Pakistan Association of Cognitive Therapy; Member of Pakistan Psychological Society), is committed to protecting the privacy, confidentiality, and security of all clients who seek our services.

This Privacy Policy outlines how we collect, use, store, and protect your personal and health information in accordance with applicable laws and ethical guidelines, including:

The Constitution of the Islamic Republic of Pakistan
Pakistan Medical and Dental Council regulations
American Psychological Association (APA) Ethical Principles
Pakistan Association of Cognitive Therapy guidelines
Personal Data Protection Bill (Pakistan)
International best practices in data protection

2. Information We Collect

To provide effective psychological services, we may collect the following information:

2.1 Personal Information

Full name, date of birth, and contact details
National identity card (CNIC) number or other identification
Emergency contact information
Demographic information (gender, age, occupation, education)

2.2 Health Information

Mental health history and current symptoms
Medical history relevant to treatment
Medications and treatments
Assessment results and diagnostic information
Progress notes and treatment plans
Records from previous healthcare providers (with consent)

2.3 Payment Information

Billing address and payment method details
Insurance information (if applicable)

2.4 Communication Records

Appointment schedules
Email correspondence and phone communications
Session notes and clinical observations

3. How We Use Your Information

Your information is used solely for the following purposes:

Treatment: To provide, coordinate, and manage your psychological care
Assessment: To evaluate your mental health needs and develop appropriate treatment plans
Communication: To contact you regarding appointments, treatment updates, or administrative matters
Legal Compliance: To fulfill legal and regulatory obligations
Safety: To prevent harm to yourself or others when legally and ethically required
Quality Improvement: To enhance our services (using de-identified data only)

4. Patient Confidentiality

4.1 Our Commitment

Confidentiality is fundamental to the therapeutic relationship. All information shared during sessions is strictly confidential and will not be disclosed without your explicit written consent, except in specific circumstances outlined below.

4.2 Exceptions to Confidentiality

We may be legally or ethically obligated to disclose information without your consent in the following situations:

Imminent Risk of Harm: If there is a serious and imminent risk that you may harm yourself or others
Child Protection: If there is reasonable suspicion of child abuse, neglect, or exploitation
Court Orders: When required by a valid court order or subpoena
Legal Proceedings: If you raise mental health as an issue in legal proceedings
Insurance Claims: When necessary for processing insurance claims (with your consent)
Professional Consultation: Anonymous consultation with other qualified professionals for clinical supervision (no identifying information shared)
Medical Emergencies: In life-threatening emergencies requiring immediate medical intervention

You will be informed about any disclosure unless doing so would compromise safety or violate legal obligations.

4.3 Family and Third-Party Communication

We will not discuss your case with family members, friends, or other third parties without your written authorization, except in emergencies or when legally required.

5. Child Protection Policy

5.1 Duty to Protect Children

Reach to be Heard is committed to safeguarding the welfare of all children and young persons under the age of 18. We comply with all child protection laws in Pakistan and follow best practices in identifying and responding to child safety concerns.

5.2 Mandatory Reporting

Our practitioners are mandated to report suspected child abuse, neglect, or exploitation to appropriate authorities, including:

Physical, emotional, or sexual abuse
Neglect or abandonment
Exploitation or trafficking
Exposure to domestic violence or harmful environments

5.3 Working with Minors

When providing services to minors:

Written consent from a parent or legal guardian is required before treatment begins
Parents/guardians have the right to access general information about treatment progress
Age-appropriate confidentiality is maintained to encourage open communication with minor clients
Sensitive information shared by minors may be kept confidential unless disclosure is necessary for the minor’s safety
Parents/guardians will be informed of confidentiality boundaries at the outset of treatment

5.4 Safe Environment

We maintain a safe, respectful, and professional environment for all clients, particularly children and vulnerable individuals. All staff adhere to ethical boundaries and professional conduct standards.

6. Data Protection and Security

6.1 How We Protect Your Information

We implement robust security measures to protect your personal and health information:

Physical Security: Client records are stored in locked, secure filing cabinets in restricted-access areas
Digital Security: Electronic records are encrypted, password-protected, and stored on secure servers with regular backups
Access Controls: Only authorized personnel have access to client information on a need-to-know basis
Staff Training: All team members receive regular training on confidentiality and data protection
Secure Communication: We use encrypted platforms for electronic communications when possible

6.2 Data Retention

Client records are retained in accordance with professional standards and legal requirements:

Active client records are maintained for the duration of treatment
Records are retained for a minimum of 5 years after the last contact or until a minor client reaches age 18, whichever is longer
Records may be retained longer if required by law or ongoing treatment needs
Upon expiration of retention periods, records are securely destroyed (shredded or permanently deleted)

6.3 Data Accuracy

We strive to maintain accurate and up-to-date information. You have the right to request corrections to your records if you believe information is inaccurate or incomplete.

7. Your Rights

As a client of Reach to be Heard, you have the following rights:

7.1 Right to Access

You may request access to your clinical records. We will provide copies within a reasonable timeframe (typically 15-30 business days). A reasonable fee may be charged for copying costs.

7.2 Right to Amend

You may request amendments to your records if you believe information is inaccurate or incomplete. We will review such requests and make appropriate corrections.

7.3 Right to Restrict Disclosure

You may request restrictions on how your information is used or disclosed. While we will consider such requests, we may not be able to agree to all restrictions if they interfere with treatment or legal obligations.

7.4 Right to Confidential Communications

You may request that we communicate with you through specific means or at specific locations to protect your privacy.

7.5 Right to Withdraw Consent

You may withdraw your consent for treatment or specific uses of your information at any time, subject to legal and ethical limitations.

7.6 Right to Complain

If you believe your privacy rights have been violated, you may file a complaint with:

Reach to be Heard directly
Pakistan Psychological Society
Relevant regulatory authorities

8. Teletherapy and Electronic Communications

8.1 Online Sessions

When services are provided via teletherapy platforms:

We use secure, encrypted platforms that comply with privacy standards
You are responsible for ensuring privacy on your end (private location, secure internet connection)
Technical issues and limitations of online therapy will be discussed prior to commencing teletherapy

8.2 Email and Text Communications

Email and text messages are not completely secure
Sensitive clinical information should not be shared via unencrypted email or SMS
We will use these methods for appointment scheduling and administrative purposes only, unless you provide informed consent for other uses

8.3 Social Media

We do not accept friend requests or follow clients on personal social media platforms to maintain appropriate professional boundaries.

9. Third-Party Service Providers

We may engage trusted third-party service providers for:

Billing and payment processing
Teletherapy platforms
Electronic health record systems
Professional consultation and supervision

All third-party providers are carefully selected and required to maintain confidentiality and protect your information in accordance with applicable laws and our standards.

10. International Data Transfers

If your information is transferred internationally (for example, for consultation with international colleagues or use of international platforms), we ensure appropriate safeguards are in place to protect your privacy in accordance with international standards.

11. Changes to This Policy

We reserve the right to modify this Privacy Policy as needed to comply with legal requirements or improve our practices. Significant changes will be communicated to active clients. The updated policy will be posted on our website with the effective date.

12. Contact Information

If you have questions about this Privacy Policy or wish to exercise your rights, please contact:

Reach to be Heard
Fatima Anwaar
Clinical and Counseling Psychologist

Email: fatimaanwaar@reachtobeheard.com
Phone: +92-339-1515307
Address: Ground Floor, Office 1, CB-614/A-1, Maj Muhammad Suleman Shaheed Rd / Old Lane 5, Main Peshawar Road, Rawalpindi

13. Acknowledgment

By proceeding with services at Reach to be Heard, you acknowledge that you have read, understood, and agree to this Privacy Policy. You will be asked to sign a separate consent form acknowledging your understanding of confidentiality, its limits, and your rights as a client.

Reach to be Heard is committed to maintaining the highest standards of privacy, confidentiality, and ethical practice in all aspects of our work