Contact between an EAP professionals and an employee is considered confidential. Information regarding an employee's use of the EAP may not be shared with any other party unless the employee provides written permission. The EAP is compelled to keep client information private as governed by the appropriate laws of Hong Kong and regulated by the professional ethics of the counselors' membership association.

Confidentiality is excepted in those instances when the employee/client has been determined to be a danger to himself/herself, or to others, in situation when a court subpoena is issued, when disclosure is necessary for treatment, payment, or health care operation, and a auditing/program evaluation is required by an auditing/accrediting body.

All records are kept in a locked system and only EAP counselors have access to such. After ten years of the date of last contact with a client, client records are shredded entirely. No written materials may be released to a third party without the client's written consent.

The use of 24-hour hotline is completely confidential as treated as other Psychological/EAP services.