Frequently asked questions

What is online counselling?
Online counselling takes place through a private video session. You join from your own space using a phone or computer.

Can online counselling be effective?
Research suggests that online counselling can be effective for many concerns. Whether it is suitable for you depends on your needs, circumstances, location and level of risk. Your counsellor can discuss this with you.

How does it work?
Send a session request, and we will contact you to discuss counsellor availability and next steps. After a session is confirmed, you will receive payment details and a private video link.

What do I need?
A stable internet connection, a device with a camera and microphone, and a private space where you feel comfortable speaking.

How long is each session?
Sessions generally last 50 to 60 minutes. Check your counsellor’s profile for the duration of your selected option.

What happens in the first session?
You can talk about what brought you to counselling, what you hope may change, and any questions or concerns you have. It is also an opportunity to decide whether the counsellor feels suitable for you.

Do I need to be in crisis to begin?
No. Counselling can also support stress, feeling stuck, difficult emotions, important decisions, transitions and personal growth.

What if I do not feel a connection with my counsellor?
You can raise this openly with your counsellor or ask about other options. A suitable working relationship is important.

Do you prescribe medication?
No. Counsellors do not prescribe medication. A medical doctor or psychiatrist can advise you about medication.

How much does counselling cost?
Please see each counsellor’s profile for current session options, durations and fees.

How does payment work?
After availability is confirmed, you will receive payment instructions. Payment is required before the session.

What payment methods do you accept?
We accept online bank transfer, Wise and PayPal.

What is your cancellation policy?
At least 24 hours’ notice is required. Late cancellations or missed sessions may be charged in full.

Can I contact my counsellor between sessions?
Communication is generally limited to scheduling unless otherwise agreed.

Is this service suitable for an emergency or crisis?
No. Works Within is not an emergency service. If you or someone else may be in immediate danger in Malaysia, call 999 or go to the nearest emergency department. For Malaysian mental-health crisis support, call Talian HEAL at 15555. If you are outside Malaysia, contact your local emergency service or crisis line.

How long will I need counselling?
There is no single answer. The length and frequency depend on your concerns, goals and circumstances, and can be reviewed with your counsellor.