Our Terms of Service.

Counselling and Psychology Services

As part of providing psychology services, your psychologist will need to gather and document personal information. This information is a necessary part of psychological assessment, case planning and treatment and will be stored in a safe and secure online case noting system (Cliniko).

Counselling appointments are 50 minutes in duration. Please note, if you arrive late to your session you will be entitled to the remainder of the allocated appointment time (e.g. if arriving 10 minutes late your counselling session will be 40 minutes in duration). This is to ensure appointments run to schedule and following clients are not affected. Appointments are usually fortnightly for a period of 18-20 weeks, although this is only a guideline and you will need to discuss this with your psychologist.

All Explore Psychology practitioners are highly trained and have experience working with a diverse range of clients. They are all registered with the Psychology Board of Australia (PsyBA) and are members of our peak professional body, the Australian Psychological Society (APS).

Please note that Explore Psychology does not condone certain behaviours within our practice such as intimidation (verbal/physical, in person or via phone/email). We do not permit audio/visual recording of any type within any area of our premises or during Telehealth sessions without prior consent of all parties involved, including persons not connected to the client within the vicinity of such recordings.

Confidentiality

The information shared with Explore Psychology practitioners, including conversations in session, assessment results and client files are confidential and client rights to privacy are upheld. This means that Explore Psychology will not discuss any of your details with any third parties, including, friends, family or any other person, without your permission. Please note there are some exceptions to client confidentiality, which by law applies to Explore Psychology practitioners. These exceptions are:

1. If you are at risk of harm, including threats to safety, suicidal ideation or others safety is at risk.

2. If we become aware that a client is at risk of harm, including (but not limited to) sexual assault, physical abuse, emotional harm or neglect.

3. If court ordered subpoena requires release of your records, we must comply.

4. You give written permission for us to consult with third parties involved with you or your child/children, such as teachers, doctors or other organisations.

In addition to the above, to meet regulatory requirements in regards to the Access to Allied Psychological Services (ATAPS) program, by signing below you give consent to the recording of client information and collection of data. This information may be released to ATAPS for audit purposes.

Court / Tribunal / Mediation Attendance Policy

Explore Psychology does not provide any court reports/letters nor any legal advice regarding any legal matters. This includes Family Court matters regarding custody and parenting arrangements.

Purpose of Collection and Retention of Personal Information

Your personal information, which is gathered as part of your assessment and treatment, is kept securely and, in the interests of your privacy, used only by your psychologist and the authorised personnel of the practice (as necessary). Your personal information is retained in order to document what happens during sessions, and enables the psychologist to provide a relevant and informed psychological service to you. If you do not wish for your personal information to be collected in this way, Explore Psychology may not be in a position to provide the psychological service to you.

Professional Supervision

Psychologists in Australia are required to engage in continuing professional development (CPD), peer consultation and supervision. At times it may be necessary for your Psychologist to professionally discuss your presenting issues, case conceptualisation and treatment plan with their supervisor or peers to ensure ongoing quality assurance. At all times client confidentiality is upheld.

Mandatory Reporting

Explore Psychology adheres to a mandatory reporting policy and is required to report disclosures of harm, including (but not limited to) child sexual assault, physical abuse or neglect. Central to Explore Psychology's aims is to act in the best interest of clients' health and safety and, at times, this may require us to report information to the relevant authorities. The relevant authorities will be notified if an Explore Psychology practitioner (or staff member) becomes aware that a client is currently at risk. All decisions to report to the relevant state authority and/or police are considered carefully (which may include the matter being brought to the attention of the Psychologist's supervisor) prior to a report being made.

Fees and Medicare Rebates

Session fees are payable prior to your appointment by direct debit (as per our Payment Agreement). If your payment is unsuccessful for any reason (e.g., insufficient funds available or incorrect card details provided by you), we will attempt to contact you by phone, SMS or email and provide you with an opportunity to process payment manually.

If you are eligible for a Mental Health Care Plan (please note, this will need to be provided to Explore Psychology along with a GP referral), you will be entitled to an initial 6x rebated sessions with your psychologists. A further 4x rebated sessions can be provided with an updated Mental Health Care Plan from your GP (please note this will require an appointment with your GP).

You will receive a rebate of up to $92.90 per session (subject to change in accordance with Medicare) with a valid Mental Health Care Plan and GP referral. If you have private health insurance, you may be eligible for a rebate through your provider (please check with your fund). Please note private insurance rebates are the responsibility of the client. Explore Psychology will ensure the client is provided with a compliant receipt to allow claiming from the client's private health insurer.

Refer to our Informed Consent policy document for more information regarding fees.

Cancellation and No-show Policy

Explore Psychology requires 24 hours’ notice for the cancellation of any booked appointment, otherwise a cancellation fee of $50 may be charged. The cancellation fee will be charged (for instance, to your nominated credit or debit card account) when 24 hours’ notice of cancellation is not provided.

All appointments receive an SMS reminder of 24 hours prior to a booked appointment – if you are unable to attend, please notify your psychologist via SMS, email or phone call after receipt of your SMS (please note that cancellation fees are applicable to all types of appointments, including bulk billed).

If you do not arrive to your confirmed appointment, and did not previously attempt to advise your psychologist of your intention to cancel the appointment (to the best of your ability), you will not be entitled to a refund of your payment (partial or full). In the instance of non-attendance / no-show, your psychologist will phone your emergency contact to check on your welfare, whose details are provided by you in Explore Psychology's Informed Consent policy document.