Service Agreement

As part of providing a counselling based psychological service to you, the therapist will need to collect and record personal information from you that is relevant to your current situation.  This information will be a necessary part of the psychological assessment and treatment that is conducted.

Medicare and NDIS Fees and Rebates

(a) This service agreement (Agreement) outlines the services we will provide to you and the terms that those services will be provided.

(b) In accordance with our recommendations, based on our assessments and your goals, we may recommend Counselling over Telehealth or Face to Face (in-clinic).

Medicare Clients

The total fee for a 50 minute In-clinic consultation is $210 and for Telehealth it is $160.00. For NDIS Clients the session fee is $193.99 for 50 minutes.

NDIS Clients

(c) Based on the information you have provided us, we have determined that the Supports are reasonable and necessary for your specific needs.

(d) If any of the information you have provided us is incorrect or incomplete, please let us know as soon as possible. Failure to provide us with the most accurate and up to date information may result in us recommending Supports which are not suitable for your individual needs.

(e) Where reasonable, we will give you 24 hours’ notice if we need to change a scheduled appointment

(f) The Support Fees set out above are the amounts payable to us before your NDIS Budget is applied. You will be required to pay all or part of the Support Fee if your NDIS Budget does not cover all or part of the Supports.

(g) Any other additional expenses are your responsibility and are not included in the cost of the Supports.

(h) We do not manage your NDIS Budget. We recommend that you confirm how much of the Support Fee your NDIS Budget will cover before receiving the Supports.

(i) The Support Fee is:

(i) inclusive of GST (if applicable);
(ii) within the applicable price limits set under the National Disability Insurance Scheme Act 2013 (Cth) and the NDIS Pricing Arrangements and Price Limits; and
(iii) reviewed and increased in accordance with any changes to the NDIS Pricing Arrangements and Price Limits and you will receive prior notice of any increases in the Support Fee.

(j) Where you require a report (including a NDIS progress report), we require two weeks’ notice to prepare the report.


As part of providing a counselling based psychological service to you, the therapist will need to collect and record personal information from you that is relevant to your current situation.  This information will be a necessary part of the psychological assessment and treatment that is conducted.  

Purpose of collecting and holding information
The information is gathered as part of the assessment, diagnosis and treatment of a client’s condition, and is seen only by the therapist. The information is retained in order to document what happens during sessions, and enables the therapist to provide a relevant and informed psychological service.

Access to Your Information
At any stage, you as a client are entitled to access to the information about you kept on file, unless the relevant legislation provides otherwise.  

Confidentiality and Exchanging Information
All personal information gathered by the therapist during the provision of the psychological service will remain confidential and secure except where:
1. It is subpoenaed by a court, or
2. Failure to disclose the information would place you or another person at serious and
imminent risk; or
3. Your prior approval has been obtained to  
a) provide a written report to another professional or agency. eg. a GP or a lawyer; or b) discuss the material with another person, eg. a parent or employer; or if disclosure is otherwise required or authorised by law.

Email Policy

We will send out emails to you for the purposes of providing an invoice, providing updates on services, confirming an appointment, appointment reminders or requesting feedback. We will never share your email. You can find our full Privacy Policy here.

Cancellation Policy

(a) Cancellations less than 48 hours before the time of your appointment incur a 100% cancellation fee.

(b) Failure to attend an appointment without providing prior notice incurs a 100% cancellation fee.

(c) If a medical certificate can be provided within 48 hours after the missed appointment, which demonstrates your inability to attend due to ill health, we may, in our sole discretion, agree to waive all or part of your cancellation fee.

Our Responsibilities

We will:

(a) provide the Services to you in a way that meets your needs (as determined by us) and are conducted in a safe environment;

(b) work with you to provide the Services at your preferred times;

(c) review your needs regularly to ensure the Services continue to be suitable;

(d) communicate in an honest and timely manner with you;

(e) consult you on all decisions about how Services are provided to you; 

(f) listen to your feedback and resolve any problems as soon as possible;

(g) deal with your personal information in accordance with our Privacy Policy (which is also available on our website);

(h) provide the Services in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 (Cth); and

(i) maintain accurate records of the Supports we have provided to you.


(a) Either party may terminate this service agreement by providing the other party with two weeks’ notice. 

(b) If a party breaches this service agreement, the other party may terminate this agreement without notice if that breach is not remedied within 7 days.

Feedback and Complaints

(a) If you have any concerns with the terms of this agreement, including the Services being provided to you, please contact us to discuss these concerns and we will attempt to resolve them. You can contact us on:

(i) By phone on {PhoneNumber}; and

(ii) or by email at {email}.

(b) If you are unsatisfied with the actions taken by us, you can contact:

(i) Psychology and Counselling Federation of Australia (PACFA)  on (03) 9486 3077 ; or 

(ii) the Australian Association of Social Workers on (03) 9642 2967 ; or

(iii) (NDIS Clients) call the NDIA on 1800 800 110.

Your Acceptance of these Terms

(a) By proceeding to book an appointment following having read these terms, you (or your Parent/Guardian as applicable) agree to:

(i) (NDIS Clients) immediately notify us if the NDIS Plan is replaced by a new plan or you stop being a participant in the NDIS;

(ii) communicate with us in an open, honest, and timely manner, including notifying us of any changes to your personal circumstances which may impact the way that we provide the Services to you;

(iii) respect the rights and safety of our Counellors during face to face sessions.

(iv) (NDIS Clients) monitor spending against your NDIS Budget to ensure there are sufficient funds to pay for the agreed Supports provided; and

(v) (NDIS Clients) pay the Service Fee where your NDIS Budget does not cover all or part of the Support Fee. 

(b) By signing this agreement you or your Parent/Guardian (as applicable) acknowledge and understand that: 

(i) you are responsible for paying the Service Fee, or the remaining Gap Payment, if the Fee is not covered by your Mental Health Care or NDIS Plan; 

(ii) we may increase the Services Fees from time to time by providing you with reasonable prior notice; and 

(iii) abusive or inappropriate behaviour towards staff is not tolerated and may result in the cancellation of your appointments.