Client Rights & Responsibilities

Your rights

To know who is treating you. Name, license type, license number and the state of licensure, before you pay. Ours are published.
To an independent professional opinion. Nobody at this company can direct, edit or overrule a clinical conclusion, and no therapist is paid more for supporting a request than for declining one.
To be told no. A therapist who does not believe an accommodation is warranted will say so. That is a right, not a failure of service, and it is what makes the letters credible.
To know the cost in advance, including a written good faith estimate.
To privacy, as described in our notice of privacy practices, including the right to see and get a copy of your record and to ask for corrections.
To refuse. To decline telehealth, end an appointment, withdraw consent, or refuse any part of the process.
To be treated with respect, free from discrimination and free from judgment about your condition, your animal or your housing situation.
To an interpreter or accommodation so that a disability or a language barrier does not stand between you and the service. See our accessibility statement.
To complain to us, to the state licensing board, or to a federal agency, without retaliation of any kind.

Your responsibilities

Give accurate and complete information. A clinical opinion built on inaccurate information is worth nothing to you and may expose you to legal risk.
Be physically located in Texas for the appointment, in a private space, with your camera on unless you have arranged otherwise.
Attend, or give notice if you cannot. See the refund policy.
Use the letter only for housing. Do not present it, or your animal, as conferring public access or service animal status.
Care for your animal. An accommodation assumes the animal is under control and not a nuisance.
Treat therapists and staff civilly. We will end an engagement over abuse.

Complain to us first

Email contact@texasemotionalsupportanimalletter.org or email contact@texasemotionalsupportanimalletter.org. Tell us what happened and what you want done. We acknowledge within [2] business days and aim to resolve within [10]. If your complaint concerns a therapist’s professional conduct, we will tell you plainly that you can go to the licensing board and we will not ask you to come to us first.

Complain to the board

Psychologists, licensed professional counselors, licensed clinical social workers and licensed marriage and family therapists in Texas are regulated by the Texas Behavioral Health Executive Council, which accepts public complaints and publishes disciplinary history. You can look up any of our therapists and file a complaint through its website. Physicians and psychiatrists are regulated by the Texas Medical Board.

You do not need our permission, you do not need to tell us, and it is unlawful for a provider to retaliate against you for filing.

Other complaint routes

Privacy of health information: the U.S. Department of Health and Human Services, Office for Civil Rights.
Billing: the federal patient-provider dispute resolution process, if a bill exceeds your good faith estimate by $400 or more.
Consumer or data privacy: the Office of the Texas Attorney General, which enforces the Texas Data Privacy and Security Act. See your privacy choices.
Housing discrimination: HUD’s Office of Fair Housing and Equal Opportunity, or the Civil Rights Division of the Texas Workforce Commission. That is a complaint about your landlord, not about us.