FAQ

FREQUENTLY ASKED QUESTIONS

Everything you need to know about Umang Pakistan

GENERAL QUESTIONS

WHEN CAN I CALL THE HELPLINE? 24/7 ?

Do I need to reveal my name and other personal details? No. We respect our clients’ privacy and understand why some may be unwilling to reveal their personal details. All we require is your gender and age for data collection. Any additional information you wish to provide us will be kept strictly confidential. Your counsellor will not even reveal your personal details to other colleagues unless absolutely necessary for your wellbeing.

I FEEL I NEED MORE SESSIONS BUT I WANT THE SAME COUNSELLOR. IS THAT POSSIBLE ?

Yes. We strongly believe in developing therapist-client relationships and do our best to accommodate any follow-up sessions. Just speak to your counsellor about arranging follow-up and they will work with you to develop a further plan of action.

I AM UNDER 18, WILL YOU SPEAK TO MY PARENTS ?

We treat all fully competent under 18 year olds as adults. We only involve parents and legal guardians where we feel there may be a benefit to your health. Your therapist will discuss your options and work with you to make the process easier.

I HAVE A COMPLAINT TO MAKE. WHO SHOULD I CONTACT?

We take all complaints very seriously and all volunteers with ongoing investigations are prohibited from providing any kind of services for Umang. We aim to resolve all complaints within 28 days. Please fill in the Contact Us section and one of our team members will respond to your query within 3 working days.

I DON’T WANT TO TALK ON THE PHONE. DO YOU PROVIDE COUNSELLING VIA TEXT?

Yes. We provide counseling over text in exceptional cases. Our counsellors will assess your case and determine how effective this would be. We encourage everyone who needs to talk to reach out to us regardless of the medium used.

I DO NOT WANT A COUNSELLOR OF THE OPPOSITE SEX. IS THAT POSSIBLE?

Depends. We try to accommodate all such requests. Umang want to make it easy and comfortable for you to access counselling. This may be difficult in an emergency situation but we will always try our best to provide the service you want.

I CANNOT SPEAK ENGLISH/URDU. CAN I SPEAK TO A COUNSELLOR WHO CAN COMMUNICATE IN MY LANGUAGE ?

Yes. That can be arranged depending on the availability of the relevant counselor.

DO I HAVE TO BE DIAGNOSED BY ANOTHER DOCTOR /HEALTHCARE PROFESSIONAL IN ORDER TO GET IN TOUCH WITH UMANG?

No. You do not have to be diagnosed by other healthcare professionals. Umang is equipped with its own doctors/mental healthcare professionals. Depending on the case, the diagnosis can be done by these professionals.

I DO NOT WANT MY DETAILS OF MY CASE BEING SHARED WITH MY FAMILY OR ANY THIRD PARTY. CAN UMANG KEEP MY CASE CONFIDENTIAL AND PRIVATE?

Umang takes it’s clients’ privacy and confidentiality very seriously. We will not disclose any personal information to any third party without the client’s consent.