Our Company

Accidental Counsellor Pty Ltd is a training company that specialises in meeting the training needs of organisations seeking to provide a skills-based response to customers, staff or colleagues experiencing Mental Illness, Domestic and Family Violence, Crisis or other Vulnerable Circumstances.

Having had the privilege of training in excess of 3500 people across multiple industries during the 2020 calendar year, Cutty Felton took the exciting step of opening Accidental Counsellor Pty Ltd at the start of 2021.

Cutty did this with the aim of ensuring the sustainability of her highly acclaimed training programs and models going forward, whilst maximising the quality of support and training provided to industries and individuals at this challenging time in our history.

Accidental Counsellor Pty Ltd represents the convergence of Cutty Felton’s unrivalled industry experience as well as Lifeline training and crisis support experience in creating and delivering high quality training programs, with the flexibility to be able to respond to the clients’ needs promptly, whilst continuing to protect the quality and value of outcomes produced for each course participant.

The company delivers skills-based courses, both face to face and via remote digital delivery, to workplaces, industry and community groups, large and small, across Australia.

All courses focus on assisting those in vulnerable circumstances and include ‘Accidental Counsellor’, ‘De-escalating the Agitated Caller’, ‘Customers in Crisis’, ‘Domestic Violence Training’, ‘Dare to Ask’, and various other skills-based courses tailored to meet the needs of their clients.

Cutty Felton from Accidental Counsellor Pty Ltd

Our Ethos

 Our ethos is centered on the overarching goal to increase:


As part of our efforts to reduce our impact on the environment, we will provide resource books in the form of editable pdf files to the registered participants of our training going forward. Please support us and ‘think before printing’. For face-to-face training, we will further reduce our reliance on paper by using QR Code technology for Sign-In and Feedback purposes.

Community Support

Central to our aim is also to contribute to the community in a practical way, and so we are pleased to be able to offer preferential Not for Profit Pricing to Community Aid organisations engaged in directly supporting the most vulnerable in our communities.


At the end of each financial year, Accidental Counsellor Pty Ltd will also be donating a portion of the proceeds of training to reputable providers of support to those most in need.

Accidental Counsellor Training Mission

Our Team

Cutty Felton (CEO and Presenter)

Cutty Felton is the founder of Accidental Counsellor Pty Ltd She delivers keynote addresses, consults with, mentors and trains those that engage with colleagues or clients in distress or vulnerable circumstances. Cutty appears live wherever her work takes her, both in person and via remote delivery.

By profession, Cutty is a Solicitor and practised for approximately ten years. Over time, however, she felt the need to contribute more directly to the community. In 2013 she joined Lifeline, initially as a trained volunteer Telephone Crisis Supporter (TCS) on Lifeline’s 13 11 14 suicide prevention and crisis intervention service, subsequently  heading up Corporate and Community training for Lifeline H2H for 4 years.

Cutty developed and produced her own highly acclaimed version of ‘Accidental Counsellor’, including a distinctive approach to crisis communication in the corporate space and a unique framework for difficult conversations.

Cutty is a firm believer that awareness around issues of vulnerability should be underpinned by skill, and her presentations are specifically aimed at equipping the audience  with the ability to respond to someone in crisis in a way that is ethical, appropriate, compassionate and respectful, whilst always being within clearly defined boundaries. An understanding of how to protect against the personal impact of confronting conversations is integral to her approach.

The universal applicability of the Recognise, Respond and Refer model upon which her approach is based has seen Cutty present to an extraordinarily diverse range of clients across banking, insurance, finance, construction, tertiary and secondary education, the public sector and Government.

Verena Conti (EA to the CEO and Training Coordinator)

Verena Conti is an integral part of the team, having worked closely with Cutty Felton for the past 12 months. She is both the Executive Assistant to the CEO and Training Coordinator at Accidental Counsellor Pty Ltd.

As a training coordination expert, Verena is your client liaison contact and will assist you with the logistics for your successful training events. With her keen eye for detail, Verena will provide you with current and relevant training information for your teams, guide you through the booking process including setting up remote platforms and access for virtual training. In the lead up to your training events, Verena will supply the relevant training details including resource material for your participants, and she will follow up all Accidental Counsellor training events with post training certificates and reporting.

A Bachelor of Business with a background in managerial positions in leading hospitality organisations, Verena has thrived in the corporate training industry, using her experience in events management and customer service to assist our clients with the training they need to achieve their goals and support their teams and customers.

Organisations Cutty Felton has worked with

participants in Australia, New Zealand, Central America, US, Europe, Canada, Peru, Morocco, India and Egypt. She had the pleasure of training teams from an extraordinarily diverse range of clients including:

  • Westpac, IAG, CGU, Hollard, QBE, Suncorp, ALI, HSBC, AVANT, Victoria Claim Discussion Group
  • The MFAA, Mortgage Choice
  • Evolution Mining, Stowe Australia, Community and Public Sector Union (CPSU) NSW, Public Service Association of NSW
  • AFCA, Service NSW, Mental Health Commission of NSW, Department of Customer Service, ACECQA
  • AHEIA, Australian Catholic University; UNSW, USQ, Macquarie University, CQU
  • Financial Rights Legal Centre , White Ribbon, Mentoring Men, National Disability Service, Feel the Magic, Australasian Housing Institute, JDRF, Maari Ma Health, AWCH, Northcott, Link Housing, Diabetes Victoria
  • Airservices Australia, RMS, Clubs NSW
  • In collaboration with SOCAP: CBA, Allianz, AGL, DMIRS, Intrepid Travel, Victorian Ombudsman, State Insurance Regulatory Authority, Queensland Office of Fair Trading


In addition, Cutty Felton regularly addresses larger audiences as a keynote speaker on topics such as  ‘Self-Protection and the Art of Self-Care’, ‘Appropriate and Powerful Questions’ and ‘Empathy for the Vulnerable Customer’. Cutty has been privileged to deliver presentations and briefings to staff at the House of Representatives in Canberra and recently was honoured to deliver her Accidental Counsellor for the Office for Women in the Department of the Prime Minister and Cabinet.