This article is intended for:
đ€ Members (Employees)
At MindFi, we are committed to creating a safe, respectful, and supportive environment for everyone who uses our platform.
Our Providers are here to support you and provide professional, high-quality care. To help create a positive experience for everyone, we ask that members also treat Providers and MindFi staff with respect and professionalism.
This policy explains the standards we expect from members during sessions and what may happen if concerns are raised about a member's conduct.
Respectful Communication
Members are expected to communicate with Providers and MindFi staff in a respectful and appropriate manner.
This means:
Treating Providers and MindFi staff with courtesy and respect.
Communicating honestly and in good faith.
Avoiding abusive, threatening, discriminatory, or harassing language.
Respecting professional boundaries.
Allowing Providers to carry out their professional role without intimidation or inappropriate pressure.
You are welcome to express disagreement, provide feedback, or raise concerns about your experience. You can do so respectfully without fear of retaliation.
Appropriate Behaviour During Sessions
Members are expected to behave appropriately during sessions and help maintain a professional environment.
Conduct that may be considered inappropriate includes:
Abusive, threatening, or aggressive behaviour.
Harassment or discriminatory comments.
Sexually inappropriate or suggestive behaviour.
Repeatedly crossing professional boundaries.
Intentionally disrupting or preventing a session from taking place.
Attempting to pressure, intimidate, or threaten a Provider.
Recording a session without appropriate consent or where prohibited by applicable law or platform rules.
Engaging in other conduct that may compromise the safety or wellbeing of the Provider or others.
Members should also respect the Provider's professional role and understand that Providers may set appropriate boundaries regarding the scope and nature of the support they provide.
If You Have Concerns About Your Provider
MindFi reviews concerns individually and takes member feedback seriously. You will not be penalised for raising a genuine concern in good faith. We ask that you provide accurate information and relevant details to help us understand what happened.
For more information about how to raise a concern, the type of concerns that can be raised, and how MindFi handles session quality concerns and potential refunds, please refer to our Session Quality Review Policy.
If a Provider Raises a Concern About Your Conduct
Providers may also contact MindFi if they have concerns about a member's conduct during a session.
If a Provider raises a concern, MindFi may review the situation to understand what occurred. Depending on the circumstances, we may contact you to ask for additional information or to provide your perspective.
A Provider's complaint does not automatically mean that you have breached MindFi's standards. We review concerns individually and consider the information available before determining whether further action is required.
Depending on the nature and severity of the concern, MindFi may:
Take no further action if the concern is not substantiated.
Provide guidance or a reminder about appropriate platform conduct.
Ask you to modify certain behaviour.
Restrict your ability to book with a specific Provider.
Temporarily restrict access to certain MindFi services.
Suspend or terminate your access to the MindFi platform.
The action taken will depend on the nature, severity, and frequency of the concern and the circumstances of each case.
Serious concerns involving threats, harassment, violence, discrimination, or other conduct that may put a Provider or another person at risk may be escalated for immediate review.
Repeated or Serious Conduct Concerns
MindFi may take further action where:
Multiple Providers raise similar concerns about your conduct.
You repeatedly engage in behaviour that does not meet MindFi's community standards.
Your conduct involves harassment, threats, discrimination, or serious boundary violations.
Your behaviour may pose a risk to the safety or wellbeing of a Provider or another person.
You repeatedly fail to cooperate with reasonable reviews of conduct concerns.
A pattern of similar concerns may result in further action even where individual incidents, considered separately, do not independently warrant formal action.
MindFi may also take immediate action in response to a serious incident without waiting for additional concerns to be raised.
Privacy and Confidentiality
MindFi takes the privacy of both members and Providers seriously.
When a Provider raises a concern about your conduct, we may share relevant information with you where necessary to obtain your perspective or investigate the matter.
We will handle information relating to conduct concerns appropriately and only share information where necessary for the review or resolution of the matter, subject to applicable privacy requirements.
Members must not attempt to identify, contact, intimidate, or retaliate against a Provider because the Provider raised a concern with MindFi.
Similarly, Providers are expected to respect member privacy and must not retaliate against a member for raising a genuine concern.
Our Shared Commitment to Respect
MindFi is a shared space for members and Providers.
You have the right to receive services in an environment where you feel safe, respected, and supported. Our Providers have the same right to deliver services in a professional environment free from abuse, harassment, intimidation, or inappropriate behaviour.
We encourage members to communicate openly, provide feedback, and raise concerns when something does not feel right. At the same time, we ask that concerns and disagreements are handled respectfully.
By using MindFi's services, you agree to treat Providers and MindFi staff with respect and to follow these conduct guidelines.
Our goal is to create a platform where everyone can engage in a safe, supportive, and professional environment.