Frequently Asked Questions (FAQs)

Individuals seek counselling or therapy for a wide range of reasons. Generally, it is because something is troubling them in their lives and they feel unable to change or resolve the issue themselves, and they need someone to talk it through. Sometimes the problem is persistent and interferes significantly with their day-to-day lives.

At other times the problem seems to come and go, yet there is an underlying awareness that things could be better. Speaking to a counsellor can assist you to see things from different perspectives. The way we perceive things affects the way we feel, and the way we feel about certain things affects the way we behave. A counsellor will walk through the journey with you and explore that 'unknown path' together.

Everything you share in the course of our sessions will be strictly confidential; however, there are a few circumstances (as required by law) in which your counsellor may be required to breach confidentiality:

• If you are at risk of seriously harming yourself or someone else
• If your counselling records have been requested by a court of law
• If another party or agency has requested your information, and you have agreed and provided us with your written consent to this. 

Yes, you are able to make an appointment with a counselling or psychologist at anytime without a referral.

This would depend on which counsellor or therapist you see.  We have a few counsellors  who are Medicare registered providers and they will be able to offer you a rebate if you have a current mental health care plan and a referral from your GP.  Note that only Australian Citizens, Permanent Residents, and individuals on a special visa type (e.g. New Zealanders, British etc.) are eligible for Medicare rebates.

As for private health funds, this would depend on your individual insurance policy. Usually mental health or counselling services are covered by private health funds; however, it is your responsibility as a client to check and confirm with your respective private health insurance provider regarding this matter.

Yes, the Overseas Student Health  Cover (OSHC) does cover mental health or counselling sessions. You will have to pay full fee first and use the receipt to claim a rebate from your respective OSHC insurance provider. 

To book an appointment with our counsellors is easy and straight forward. You can:

• use our user friendly online booking system on our website
• call us on 03 9044 2473

We believe that mental health services should be made more available and affordable to individuals who need it most; therefore, our fees are relatively more affordable in comparison to other private practices or clinics. Most individuals are eligible for some kind of rebates (e.g. Medicare, Private health, OSHC etc.) and the actual gap fee you will be paying in the end is approximately AUD$80 per session. 

Payment is taken at the end of your session. For face-to-face appointment, you can either pay by:

• Cash 
• Credit card.

If your session is via telephone or online video (i.e. Zoom), at the end of your session, your therapist will ask for your bank card number for payment processing . Please note that we will not share any of your personal or card details to anyone under any circumstances.  

Once you have made a booking, you will receive an email confirmation regarding your session. Each session last for at least 50 minutes. As a part of our client service experience, you will received an email reminder 5 days before your appointment, and an SMS gentle reminder 2 days before your session. If you have any questions, you are more than welcome to call us up for a chat and you may find our contact details on the 'contact us' page. 

Your appointment time is reserved specifically for you. Once your appointment is confirmed and if under any circumstances, you decide to cancel your appointment, please notifies us at least 24 hours in advance.

When you reschedule/cancel late, or do not attend your appointment, that appointment time slot may not be filled. This is a loss to the clinician who reserved time for you, and other clients who are on a waiting list.

If less than 24 hours notice is provided, a late cancellation/no show fee of AUD$100 will be charged. This is to ensure fairness to all parties including you as the client, the therapist, and those who may need a counselling session but they have to be on a waiting list due to limited availability.

This cancellation fee can be waived if you have a valid reason(s) such as hospital emergency or under life-threatening circumstances. For more information, please refer to our Service Policy.