Abera GetachewAbyssinia Beshada2026-08-242026-08-242026-06https://etd.aau.edu.et/handle/123456789/8904The adoption of remote mental health services in Ethiopia is hindered by prevailing cultural norms, inadequate technological infrastructure, and economic constraints. This study explored the barriers and facilitators of tele-counseling service delivery in Addis Ababa, Ethiopia, from the perspectives of clients and mental health professionals. A qualitative descriptive phenomenological design was employed, involving twenty participants (n = 20), including ten tele-counseling clients and ten mental health counselors selected through purposive sampling from private psychological centers and the Ministry of Health Helpline. Data were collected through semi-structured interviews and analyzed using Colaizzi’s seven-step phenomenological method. The findings revealed four major themes: (1) Stigma, (2) Infrastructure, (3) Privacy, and (4) Facilitators. Tele-counseling effectively helped clients avoid social stigma by ensuring absolute privacy and anonymity, thereby lowering barriers to entry for individuals fearing judgment or social consequences. Key facilitators included enhanced scheduling flexibility, reduced travel time amid Addis Ababa’s traffic, audio-only anonymity that supported emotional disclosure, and counselors’ adaptation through culturally appropriate communication (plain Amharic), vocal tone, and leveraging family collectivism for treatment adherence. Conversely, the identified barriers centered on Infrastructure challenges (unstable internet connectivity, frequent power interruptions, and high data costs that disrupted sessions and created financial strain) and Privacy deficits (lack of private spaces in crowded multi-generational households, forcing clients into creative and sometimes unsafe workarounds such as parked cars or outdoor locations). These barriers compromised therapeutic continuity and safety, particularly during emotional or crisis moments. Based on these findings, the study offers the following recommendations: the Ministry of Health should establish stronger collaborations with Ethio Telecom to provide institutional toll-free mental health hotlines; academic institutions should set up dedicated, private counseling spaces on university campuses for students; and mental health organizations should develop low-bandwidth, flexible tele-counseling platforms capable of functioning during poor internet connectivity. Additionally, targeted public awareness campaigns should be launched to maximize digital e-health opportunities and further dismantle mental health stigma. Keywords: Tele-counseling, Mental Health, Descriptive Phenomenology, Mental Health Stigma.enTele-counselingMental HealthDescriptive PhenomenologyMental Health StigmaThesis