Help is at Hand Co. – Telephone Disclaimer & Consent Policy

 

1. Purpose

This policy outlines the terms and conditions under which Help is at Hand Co. (“we”, “our”, “us”) conducts telephone interactions with clients and prospective clients. It is designed to ensure that callers clearly understand the scope and limitations of our services before any advice, assistance, or support is provided.

2. Scope

This policy applies to all telephone calls and audio-based communications conducted by Help is at Hand Co. staff, contractors, or representatives, whether inbound or outbound.

3. Recording of Calls

All calls are recorded for the purposes of:

  • Transparency

  • Quality assurance and training

  • Maintaining an accurate record of the interaction

By continuing with the call, the caller consents to the recording and storage of the conversation in accordance with our Privacy Policy.

4. Nature of Services

  • Help is at Hand Co provides general advocacy, assistance, support, and referral services only.

  • We are not a legal, financial, medical, or other licensed professional service provider.

  • We cannot and do not provide legal, financial, medical, or other professional advice.

5. General Nature of Advice

Any information, guidance, or suggestions provided by Help is at Hand Co. are general in nature only. Callers are solely responsible for determining whether such information is suitable for their personal circumstances. We strongly recommend obtaining independent professional advice before making decisions based on any information we provide.

6. Limitation of Liability

To the fullest extent permitted by law:

  • Help is at Hand Co. disclaims all liability for any loss, damage, cost, or expense (including financial loss, emotional distress, or other consequential loss) arising from the use of our services or reliance on information provided.

  • Callers release and indemnify Help is at Hand Co, its directors, employees, and agents from all claims, demands, or proceedings of any kind in connection with information provided during calls.

7. Confidentiality & Legal Exceptions

All calls are treated as confidential; however, we may disclose information:

  • If we believe you or another person is at serious risk of harm; or

  • If we are legally required to do so.

8. Caller Rights

  • Callers may end the call at any time.

  • Callers may request not to have their call recorded;however, this may limit the services we can provide.

9. Consent Requirement

Before any assistance is provided, callers must verbally confirm:

  1. Their full name and address; and

  2. That they have read, understood, or have been informed of this policy, and agree to proceed on these terms.

10. Governing Law

This policy is governed by the laws of the State of Victoria, Australia, and any disputes will be subject to the exclusive jurisdiction of the courts of Victoria.