Care that starts before crisis

Frequently Asked Questions

• Is Sonder an employee assistance program (EAP)?

   

  No, Sonder is not a traditional Employee Assistance Program (EAP), but it can replace one. It brings mental health, medical and safety support together in one app, combining on-demand technology with 24/7 human care.

  A traditional EAP focuses mostly on counselling at crisis point, Sonder’s support extends beyond this. It is built for early intervention across your people’s whole wellbeing, so they can reach out before things escalate. The service is accredited by the Australian Council on Healthcare Standards (ACHS), and support extends to employees and their families, any time of day or night.

   

• Can Sonder integrate with my existing services?

   

  Yes. Sonder is designed to work alongside the benefits you already offer. Some organisations use Sonder to replace an underused traditional EAP, while others run it alongside their existing programs as a single, 24/7 point of entry for mental health, medical and safety support.

  Because everything sits in one app, your people always know where to go for help, instead of navigating across multiple platforms.

   

• 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 sees engagement of around 40%, compared with roughly 5% for a traditional EAP. That is the result of a few deliberate choices.

  Everything lives in one app, so people always know where to go for help. Support is available 24/7 through chat or phone, and the approach is prevention-first, which encourages people to reach out early rather than only in a crisis. 58% of Sonder support cases over the past year (1 June 2025 to 1 June 2026) happened outside business hours. That’s a clear majority of members reaching out beyond the 9-to-5 window that many EAPs still operate within, and a significant number of moments that could have been missed without round-the-clock access.