Care that starts before crisis

Frequently Asked Questions

• Is Sonder an employee assistance program (EAP)?

  Yes, and more. Sonder provides everything you’d expect from a traditional EAP, including confidential counselling, critical incident support and manager advice, and adds 24/7 medical advice and personal safety support, so employees have one place to go for any health, safety or wellbeing need. It’s 100% confidential and accredited by the Australian Council on Healthcare Standards (ACHS), held to the same standards as hospitals.

  We’d love to share more about how Sonder’s employee care platform could help you and your organisation – book a demo here

• Can Sonder integrate with my existing services?

   

   

  Yes. This is a key difference between an EAP and an employee care platform like Sonder.

  Think of us like your single entry-point to all your employee support services – one app, one go-to for your people to remember and use anytime they need help. We’ve noticed that over time, companies have invested in a lot of different policies, procedures and services for their people but they tend to suffer from a lack of awareness, uptake and usage.

  This means your people can access important internal and external employee resources that are available to them beyond Sonder through the Sonder app.

  We are here to help you rise the tide of your entire company’s health, safety and wellbeing efforts – not just Sonder.

   

   

• How does Sonder’s pricing work?

   Sonder offers flexible packages and pricing to suit organisations of every size and stage, from entry-level mental health support to fully comprehensive care covering mental health, medical and safety support. 

  Choose the model that works for you, whether that’s a fixed annual fee with everything included or a pay-as-you-go approach. You can browse and compare our different packages here, or book a demo for more information. 

• What support is available for diverse language needs?

  Sonder removes language barriers with a mix of translation and interpreter services, so your people can get support in the language they are most comfortable using.

  When speaking with a Care Specialist, members can access translation and interpreter services in over 300 languages, including Australian Sign Language (Auslan). This covers all phone, video and in-person conversations, and booked therapy sessions.

  For everyday use, the app works in the language your phone is set to, and you can use Sonder chat in your preferred language. The full app experience, including text and tiles, is currently available in four languages: Mandarin, Bengali, Cantonese and Thai.

• Is there a set limit of sessions?

  No. Day-to-day support through chat and phone is available 24/7, and for booked therapy, there are no predetermined session limits. Instead, each member receives an individualised treatment plan tailored to their needs and circumstances.

  The goal of therapy is not indefinite sessions, but to help members work through their concerns, build practical strategies and return to balanced daily life. By avoiding both arbitrary limits and open-ended therapy, we keep care timely, clinically appropriate and free of unnecessary dependency, so members get the right care for the right duration.

• Is the treatment and reporting process confidential?

   

  Yes. Sonder treats every member interaction with the highest level of confidentiality. What someone shares with our team stays private, and is never shared with their employer without their explicit, documented consent.

  Any data we share with your leaders is fully anonymised, showing numbers and trends only, never individual details.

  The only exception is where there is a risk of harm to the member or someone else, in line with clinical and professional codes of ethics. 

   

• How does Sonder drive activation and usage?

   

  Sonder helps you launch and embed the service so your people actually use it. From day one you can access a dedicated team, launch materials and ongoing engagement campaigns tailored to your workforce.

  We back this with clear data and insights, so you can see what is working and keep awareness high for both existing teams and new starters. Strong activation is the difference between a wellbeing service that sits unused and one that delivers a real return.

   

• How does Sonder get higher engagement?

   

  Sonder’s app is intuitive, accessible 24/7 and has features that turn its usage into a daily habit for your people.

  Beyond that, our world-class Customer Success team will direct you to the tools, resources and reporting you need to help you drive company-wide awareness, uptake and usage of Sonder.

  This process starts upfront where we understand your broader wellbeing strategy and business goals in advance of your Sonder launch date.We then provide you with the right mix of self-service tools and technical support to ensure you have what you need to successfully drive awareness and adoption of Sonder among your people.

  And beyond that, we provide you with regular reporting and check-ins to help you further embed Sonder into the culture of your organisation and ensure you’re getting the most out of your investment with us.

  Alongside these services, we also have an intelligence team, who are constantly scanning and filtering safety information and sending push notifications to your people to keep them informed of the world around them about relevant threats and disruptions like extreme weather, traffic jams or online scams.

  These notifications build familiarity and trust with Sonder as a service they can count on. We find that by nudging people proactively with helpful safety information, they are more likely to turn to us in times of personal ill health, because they think of us in those moments. And this might be for their more sensitive physical or mental wellbeing challenges that they open up about at a later date.