Terms and Conditions
These Terms & Conditions outline the professional agreement between you (the Client) and our counselling practice. By engaging in counselling services, you agree to the following terms.
Terms and Conditions
1. Professional Standards
Counselling services are provided in accordance with the ethical guidelines of the Australian Counselling Association (ACA), relevant Australian legislation, and professional practice standards. Services are non-medical and do not replace psychiatric, medical, or crisis services.
2. Appointments
Sessions are available via telephone, secure video platform, or agreed public community locations (e.g., walk-and-talk sessions). Public locations must be mutually agreed upon prior to the appointment and are subject to safety and privacy considerations.
Session duration and fees will be clearly communicated prior to booking.
3. Cancellations & Missed Appointments
A minimum of 24 hours’ notice is required to cancel or reschedule an appointment.
Late cancellations or non-attendance may incur the full session fee unless otherwise agreed.
4. Fees & Payment
Fees are payable at or prior to the session or immediately after. Payment methods and fee structures will be outlined at the time of booking.
Unpaid fees may result in suspension of future appointments until the account is settled.
5. Confidentiality
All sessions are confidential in line with Australian law and professional ethical standards. Limits to confidentiality include:
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Risk of serious harm to yourself or others
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Mandatory reporting obligations (including child protection)
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Subpoena or court order
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Where otherwise required by law
Further detail is available in our Privacy Policy.
6. Telehealth & Online Services
While reasonable steps are taken to use secure platforms, clients are responsible for ensuring they attend sessions in a private and safe environment. The practice is not liable for third-party breaches outside reasonable control (e.g., technology failures).
7. Community-Based Sessions
For sessions conducted in public spaces, confidentiality cannot be absolutely guaranteed due to the nature of the setting. Risks and boundaries will be discussed in advance. Both parties agree to prioritise safety at all times.
8. Client Responsibility
Clients are responsible for:
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Attending sessions on time
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Providing accurate information
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Engaging in counselling voluntarily
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Seeking emergency or crisis services when required
If you are experiencing an emergency, please contact 000 or your nearest hospital.
9. Contact & Communication
Communication outside of scheduled sessions is limited to administrative matters such as booking, rescheduling, or cancellations. Email and messaging services are not monitored continuously and are not suitable for crisis or urgent support.
The practice does not provide 24/7 crisis services. If you require immediate assistance, please contact emergency services (000), Lifeline (13 11 14), or your nearest hospital.
Response times for non-urgent enquiries are typically within 1–2 business days.
10. Complaints
If you have concerns about the service provided, you are encouraged to discuss this directly with us. If unresolved, complaints may be directed to the Australian Counselling Association in accordance with their complaints process.
11. Amendments
These Terms & Conditions may be updated from time to time. The most current version will be available on our website.
By proceeding with counselling services, you acknowledge that you have read, understood, and agree to these Terms & Conditions.