THE CHARTER OF CONSUMER-USER RIGHTS
OF PSYCHOLOGICAL PERFORMANCE
INSPIRING PRINCIPLES:
• Health protection;
• Safety and quality of the services provided;
• Adequate information and correct advertising;
• Consumer education;
• Transparency, fairness and impartiality of the relationship with the consumer;
• Ease of access to information for the consumer;
• Clarity and simplicity, comprehensibility of communications to the consumer;
• Timeliness and thoroughness in responding to consumer requests for information;
• Linearity and speed in the management methods of conciliation procedures.
GOALS:
Migliorare la qualità del rapporto con il professionista psicologo;
Garantire la tutela della salute del consumatore-utente;
Affermare il diritto del consumatore-utente a ricevere un contratto trasparente;
Informare il consumatore-utente sulla possibilità di dare avvio a procedure di conciliazione in caso di
reclamo o contenzioso;
Facilitare l’accesso alle informazioni;
Rendere consapevole il consumatore-utente dei propri diritti.
Con la presente Carta dei diritti si stabilisce che, oltre a quanto previsto nel cosiddetto consenso informato già in uso presso i professionisti psicologi italiani, nel contratto scritto devono essere contenute indicazioni e
procedure relativamente all’istituto della conciliazione attivabile dal consumatore in caso di reclami e
contenziosi.
TRASPARENZA SUI TITOLI E FORMAZIONE DEL PROFESSIONISTA
Il consumatore-utente ha il diritto di verificare:
1. la documentazione del professionista relativa alla sua formazione (titolo di laurea, specializzazione);
2. l’abilitazione all’esercizio della professione e l’iscrizione del professionista all’Albo
3. i titoli e le competenze pubblicizzate con ogni mezzo dal professionista, nonché la relativa autorizzazione.
Le predette informazioni possono essere verificate contattando i Consigli territoriali dell’Ordine o il CNOP.
FACILITA’ DI ACCESSO ALLE INFORMAZIONI E PRIVACY
Nella fase iniziale del rapporto con il professionista psicologo, il consumatore-utente ha il diritto di ricevere informazioni semplici ed esaustive (in forma cartacea o verbale) da parte del professionista riguardo:
la disponibilità di presa in carico e gli eventuali tempi di attesa per l’accoglimento della sua
richiesta;
il settore di intervento, il modello teorico e la metodologia utilizzata dal professionista;
il segreto professionale e le sue limitazioni;
i diritti alla raccolta, trattamento e conservazione dei dati personali e sensibili sulla base della
normativa vigente (art. 13, D.Lgs. 196/2003).
Il consumatore-utente ha inoltre il diritto di:
autorizzare in anticipo e per iscritto eventuali fotografie, registrazioni video-audio, etc. che lo
coinvolgano;
be guaranteed with regards to privacy and confidentiality;
have a copy of the code of ethics of Italian psychologists and of the tariff nomenclature;
know, even during the first telephone contact, the cost for the requested service.
TRANSPARENCY OF THE CONTRACT
In the initial phase of the relationship with the professional psychologist, the contractual terms must be defined. The written contract must contain:
the professional's data,
the indicative times of the intervention or treatment,
the frequency and duration of meetings,
costs and payment methods,
the times,
interruption periods,
tax deductibility,
the times to be respected for postponing appointments,
any payment for missed appointments,
the place of performance of the service.
Moreover, the consumer-user has the right to:
have a copy of the written contract;
receive invoice, tax receipt or other documentation relating to the compensation paid;
pay forms of compensation referable to the price list and the specific rules contained in the
code of ethics.
The rate cannot be increased for the duration of the contract. Any additional costs to the agreed fee (for example for further evaluations, test, etc.) must be communicated in advance and approved in writing between the parties.
TERMINATION OF THE CONTRACT
The consumer-user has the right to:
dissolve the contract without notice, with the burden of communicating it to the professional and corresponding
fees exclusively for services received;
be notified verbally, usually at least two weeks in advance, of the dissolution
of the contract by the professional. In this case, the consumer-user can ask for
be sent to another trusted professional with equal professional training and conditions
contractual.
COMPLAINTS AND DISPUTES
All complaints or disputes relating to the contract not resolved directly between the professional and the consumer, may be the subject of a conciliation procedure between the territorial Councils of the Order and
the signatory Consumer Association to which the interested party will appeal.
This procedure will be completed by 60 working days from the start of the same. It is possible to report at
Consumer Associations or territorial Councils of the Order problems or ethical violations by the professional.
To this end, a commission is established within each territorial council of the Order of Psychologists
conciliatory, composed of two members, of which one is designated by the Territorial Council of the Order of
Psychologists, the other designated by mutual agreement by the Consumer Associations signatory to the agreement.
The procedure is activated by the consumer, with a request addressed to the conciliation commission and to it
transmitted by one of the Signatory Associations. Following the transmission of the conciliation request, the Commission arranges to summon the consumer and the psychologist involved in the dispute to a meeting, by registered letter with return receipt sent to the parties at least 30 days before the date set for the meeting. During the meeting, the Commission invites the parties to explain their reasons and proposes a conciliatory solution that pursues the interest of the Consumer as defined in the guiding principles of this charter of rights and the interest of the psychologist in receiving fair recognition of the professional service provided. The parties are free to accept or reject the proposed conciliatory solution.
Acceptance of the conciliation proposal is made orally by the parties and a report is drawn up
signed by the parties and the members of the Commission.
In the event that the Associations collect reports regarding aspects not subject to procedures
conciliation, concerning ethical or deontological aspects of the behavior and/or professional conduct of a member of the Register, they will immediately report it to the competent Order Council in the area.
Without prejudice to the principles contained therein, subject to agreement between the Order of Psychologists and Consumer Associations
signatories, within 60 days from the signing of this deed, a specific regulation will be issued regarding conciliation procedures.
ENTRY INTO FORCE
This Bill of Rights takes effect July 1 2007; starting from that date, professional psychologists registered in the Register will be able to express their support for the initiative by communicating to the territorial Council to which they belong according to the methods established by the Council itself.
