Service Policies
Building a Clear Foundation for Your Care
At Fresh Air Psychology & Consulting, our goal is to provide a space where you feel safe and supported. Part of creating that safety is ensuring we have a shared understanding of our professional and legal obligations.
While we’ve kept this document as straightforward as possible, we recognize it covers a lot of ground. We provide these policies in full so that you can make an informed decision about engaging in our services.
Clear boundaries regarding privacy, cancellations, and communication allow us to maintain the highest standard of care for you and all our clients.
If any part of this document raises questions for you, please let us know—we are more than happy to discuss it.
By engaging in services with Fresh Air Psychology & Consulting, you confirm that you have read and understood our policies and agree to these terms as part of your care. Where policies are not followed, this may result in services being paused or discontinued in line with our professional and legal obligations.
POLICIES MENU
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You can also use the navigation bar on the right hand side of your screen.
LIMITS OF SERVICE
NO EMERGENCY OR CRISIS SUPPORT
Fresh Air Psychology & Consulting is a private psychology practice. We do not provide crisis support, emergency appointments, or after-hours phone support outside of scheduled sessions. Our services are not designed to function as a crisis response or emergency mental health service.
Clients who require urgent, high-risk, or immediate mental health intervention are encouraged to seek support through appropriate emergency or public mental health services.
WHO CAN I CONTACT IN AN EMERGENCY OR CRISIS SITUATION?
If you or someone else is at immediate risk of harm, please call 000 or attend the nearest emergency department.
The following Queensland services are available for additional support:
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Emergency Services: 000
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Local Public Mental Health Services: 1300 MH CALL (1300 64 22 55)
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Acute Response Team (Queensland Children’s Hospital – 24/7): (07) 3068 2550
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Your General Practitioner (GP): for referrals to urgent or specialised services
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Lifeline: 13 11 14
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Suicide Call Back Service: 1300 659 467
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Beyond Blue: 1300 22 4636
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Kids Helpline (under 25 years): 1800 55 1800
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Parentline Queensland: 1300 30 1300
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Mensline Australia: 1300 78 99 78
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Domestic Violence Information Line: 1800 811 811
By engaging in services with Fresh Air Psychology & Consulting, you acknowledge that our practice does not provide emergency or crisis services. You agree to seek immediate assistance through emergency services or the supports listed above if urgent help is required.
Your safety and wellbeing matter. Reaching out to the right service at the right time is an important part of care.
PRIVACY AND CONFIDENTIALITY
Fresh Air Psychology & Consulting is deeply committed to protecting your privacy and respecting the confidentiality of your personal information. This policy outlines how we collect, use, store, and safeguard your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
You can expect confidentiality, transparency, and informed consent throughout your care at Fresh Air Psychology & Consulting.
You are welcome to ask questions about how your information is collected, stored, or used, and to request corrections if needed.
COLLECTION AND STORAGE OF CLIENT INFORMATION
To provide high-quality psychological assessment and therapy services, it is necessary for your psychologist to gather information that is relevant to your circumstances. This information enables us to gain a clear understanding of your experiences and to deliver services that are ethical, effective, and appropriate.
We collect personal information to:
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Gain an understanding of your history, circumstances, and current concerns
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Inform assessment, therapeutic intervention, and professional recommendations
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Maintain accurate, relevant, and lawful clinical records
Information is collected through:
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details you provide on our Client Portal
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conversations with you (and/or your child),
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intake forms,
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questionnaires,
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where relevant, formal psychological assessments
If information from other professionals (such as teachers, doctors, or allied health providers) is required, this will only be requested with your informed consent. To ensure your care is safe, ethical, and well-coordinated, psychologists and doctors have certain legal reporting obligations. Your informed consent is sought at the initial session to allow appropriate communication and ongoing support.
All client information is stored securely in electronic clinical files using systems that meet Australian privacy and security standards.
Information held by Fresh Air Psychology & Consulting is used solely for the purpose of providing psychological services and supporting your care.
RECORDING
To maintain a safe and trusting therapeutic environment, recording of therapy sessions is not permitted unless prior written consent has been provided by the treating psychologist. This applies to all sessions, whether held in person or via telehealth, and includes any device capable of recording, such as: mobile phones, smartwatches, laptops or tablets or, wearable or other digital devices.
All therapy sessions are confidential. Recording without consent is considered a serious breach of privacy and professional boundaries and may result in services being paused or discontinued.
In some circumstances, a psychologist may request to record a session for professional purposes such as:
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Supporting clinical accuracy
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Supervision or consultation
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Professional training or skill development
Any recording will only occur with the client’s informed verbal and written consent. Recordings are stored securely and managed in line with Australian privacy legislation and professional ethical guidelines.
Recordings are:
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Stored securely
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Permanently deleted within 30 days
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Not used for any additional purpose without explicit further consent
If you have any questions about this policy, please discuss them with your psychologist before your session. Thank you for helping us maintain a respectful, confidential, and psychologically safe space for everyone.
NOVO NOTE
Clinicians may use NovoNote, a secure, healthcare-specific clinical documentation platform, to support accurate and efficient record-keeping. NovoNote operates within a closed system and is designed for use in clinical environments.
NovoNote:
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Uses encrypted, secure data handling
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Does not retain, reuse, or learn from client information
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Is built to align with Australian privacy and data protection requirements
Any content generated through NovoNote is carefully reviewed, refined, and approved by the treating clinician to ensure it is accurate, appropriate, and clinically sound.
You can read the full NovoNote privacy statement on their website HERE
USE OF OTHER ARTIFICIAL INTELLIGENCE TOOLS
From time to time, our clinicians may use secure Artificial Intelligence (AI) tools to support the administrative or educational aspects of their work. AI is used as a support tool only. It does not replace professional judgement, clinical decision-making, or the therapeutic relationship.
Where appropriate, AI tools may assist clinicians with tasks such as:
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Organising or summarising clinical notes
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Drafting or refining psychoeducational resources
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Supporting clear and accurate written communication
AI is used to improve efficiency and clarity, allowing clinicians to focus more fully on client care.
The use of AI is always at the individual clinician’s discretion. If AI is to be used in relation to you or your child’s care:
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You will be informed in advance
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Your informed consent will be obtained
In some cases, clinicians may use open AI tools (for example, ChatGPT by OpenAI) to assist with drafting general, non-identifiable materials, such as psychoeducation content or client handouts.
No identifying or sensitive client information is ever entered into open AI systems. These tools are not used for clinical decision-making, diagnosis, or record-keeping.
You may choose to decline the use of AI tools at any time, and your preference will be respected without impact on your care.
All use of AI at Fresh Air Psychology & Consulting is guided by:
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The Privacy Act 1988 (Cth)
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The Australian Privacy Principles (APPs)
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The APS Code of Ethics and relevant professional standards
Your trust matters to us. If you would prefer that AI tools are not used in any aspect of your care, please let your clinician know. Your wishes will always be respected.
CONFIDENTIALITY AND DISCLOSURE OF YOUR INFORMATION
Your personal information is treated with the highest level of confidentiality. Information will not be shared without your consent except in specific circumstances where disclosure is legally or ethically required.
Information may be disclosed:
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By Law: If required under Australian law, including compliance with a court subpoena.
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Serious Safety Concerns: If your psychologist believes that withholding information would place you or another person at serious and imminent risk of harm.
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Legal Authorisation: Where disclosure is otherwise permitted or mandated by law.
Information may be shared with your written or verbal consent:
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To prepare reports or correspondence for other professionals or agencies (e.g., GPs, paediatricians, lawyers, or schools).
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To communicate with individuals involved in your care, such as parents, carers, teachers, or employers.
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When services are provided under a Mental Health Care Plan or Chronic Disease Management Plan, where your psychologist is required to provide brief progress updates and relevant diagnostic information to your referring GP.
DISCLOSURE OF INFORMATION FOR THE PURPOSES OF PROFESSIONAL SUPERVISION
It is a requirement for all psychologists in Australia to participate in regular clinical supervision.
To meet this requirement, your clinician participates regularly in both individual and group supervision sessions. You clinician may from time to time share details of particular clients in these sessions to assist with their ongoing learning and development. All information shared in this context is deidentified with no names or other identifying information used.
CONFIDENTIALITY WHERE PAYMENTS ARE MADE BY THIRD PARTIES
In some cases, your therapy sessions or other costs may be paid by a third party (e.g. Work Cover, Plan Manager etc)
If your sessions are paid for by another person or organisation, your therapy information remains confidential. Payment does not grant access to your clinical information unless you provide written consent, or disclosure is required by law.
ACCESS TO YOUR INFORMATION
You have the right to view the personal information we hold about you. In rare situations, access may be limited if sharing the information could place you or someone else at serious risk to health or safety. If you would like to request access to your records, please email your request in writing to: hello@freshair.net.au
Your psychologist may suggest going through the information together to help ensure it is understood in the right context. A fee will apply if written summaries or reports are requested, as these require additional professional time.
PRIVACY AND CONFIDENTIALITY FOR CHILDREN
When your child is attending therapy, the child is considered the client. Access to their records requires the child’s consent, in line with legal and ethical guidelines.
Please note that some materials (such as assessment test forms, questionnaires, or scoring tools) are protected by copyright and cannot be provided.
CHILDREN'S RIGHT TO PRIVACY
Children have a fundamental right to privacy and safety. This is recognised internationally and in Australian law. Article 16 of the United Nations Convention on the Rights of the Child affirms that children must be protected from unlawful or unreasonable interference in their private lives, families, homes, communications, and personal reputation.
In practice, this means children are entitled to:
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Privacy within their family life
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Personal space and time alone
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Confidentiality in healthcare and therapeutic settings
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Protection of their personal information at school and other institutions
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Privacy in their communications, including messages, phone calls, and emails
In Australia, these rights are supported by the Privacy Act 1988, which governs how personal information is collected, stored, and shared. This includes sensitive information such as health records, identifying details, and personal disclosures. These laws exist to ensure that children’s information is handled carefully, respectfully, and securely.
When a parent or guardian requests access to a child or adolescent’s information, we are required to consider the child’s capacity to make their own decisions, often referred to as Gillick competence. This refers to a young person’s ability to understand and consent to matters relating to their healthcare and personal information.
Assessing this helps us balance:
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A child’s right to privacy and autonomy
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A parent or guardian’s role in supporting the child
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Legal and ethical responsibilities to act in the child’s best interests
Our approach is always guided by the child’s safety, developmental capacity, and wellbeing.
ROLE OF APPLICABLE LAWS RELATING TO CHILDREN
Our role is therapeutic, not forensic or legal. Fresh Air Psychology & Consulting does not act as a mediator in family law matters and does not provide court reports or opinions for legal proceedings. Some areas of Family Law and Child Protection legislation are relevant to our work with children.
FAMILY LAW ORDERS
Where a court order involves shared parental responsibility, consent from all parties with legal parental responsibility is generally required before therapy can commence. This ensures transparency, ethical practice, and the child’s safety.
Please note that under the Family Law Amendment Act 2023 (Cth), the presumption of equal shared parental responsibility no longer applies where a child’s safety is a concern. This amendment applies to court orders made from 6 May 2024 onwards. Current court orders and safety considerations are carefully considered when determining consent requirements.
Our primary responsibility is to the safety, wellbeing, and best interests of the child. While we recognise the importance of children maintaining meaningful relationships with parents where possible, this is always balanced against the need for safety and emotional protection.
Consistent with Article 12 of the United Nations Convention on the Rights of the Child, children who can form their own views are supported to express them freely. These views are given appropriate consideration in line with the child’s age, maturity, and therapeutic needs.
PARENTAL EXCLUSION
If you believe that involving another parent in the therapy process may place your child at risk, we strongly recommend seeking independent legal advice. Decisions about parental exclusion due to safety concerns must be addressed through the appropriate legal channels.
CHILDREN IN FOSTER CARE OR KINSHIP CARE (QUEENSLAND)
When a child is subject to a Child Protection Order in Queensland, access to therapy records is determined by who holds legal parental responsibility under the Child Protection Act 1999 (Qld).
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Foster carers and kinship carers do not automatically have authority to access a child’s clinical records or therapy notes.
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Legal parental responsibility may rest with Child Safety, a delegated officer, or another party as specified in the court order.
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Written consent from the party holding parental responsibility is required before any clinical records can be released.
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Where carers do not hold parental responsibility, they may receive general feedback or guidance to support the child’s day-to-day care, rather than access to detailed therapy notes.
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Court orders, case plans, and written directions from Child Safety are carefully considered when determining what information can be shared.
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Detailed psychotherapy notes are not routinely released, as this may compromise the child’s privacy, safety, or therapeutic wellbeing.
All decisions regarding information sharing are guided by the best interests of the child, with priority given to the child’s safety, emotional wellbeing, and right to a confidential therapeutic space.
BOOKING, ATTENDANCE AND CANCELLATIONS
Fresh Air Psychology & Consulting operates on an appointment only basis. Bookings are subject to availability. Available appointment hours are subject to change.
APPOINTENT BOOKINGS
We value consistency and continuity of care. To support this, clients are encouraged to book their first six appointments directly through our online client portal.
This helps secure regular and suitable session times and avoid last minute scheduling issues and delays in care. If ongoing therapy beyond six sessions is recommended (such as for many NDIS clients) your psychologist may arrange a regular session time to best support therapeutic progress and consistency of care.
Once appointments are scheduled, they are reserved specifically for you. A summary of upcoming sessions will be provided.
Please note that appointments remain booked unless they are formally cancelled—lack of confirmation does not constitute cancellation. Cancellations and rescheduling are also managed through the portal.
CANCELLATION NOTICE AND CHARGES
We require a minimum of 72 hours’ notice across three business days to cancel or reschedule an appointment.
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For example, a Monday appointment must be cancelled by close of business on Tuesday the week before.
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Business days are Monday to Friday, 9:00am–5:00pm, excluding public holidays and practice closure periods.
If you need to cancel or reschedule,
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Please cancel on the client portal. This is preferred.
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Email hello@freshair.net.au your need to cancel the specific appointment.
Providing adequate notice allows us to offer the appointment to another client who may be waiting.
Repeated cancellations and reschedules within the 72 hour period may result in appointment bookings no longer being accepted by the practice and/or fees being charged.
FAILURE TO CANCEL YOUR APPOINTMENT PRIOR TO THE 48 HR TIMEFRAME WILL INCUR A 100% SESSION FEE AND THIS FEE IS NOT CLAIMABLE THROUGH MEDICARE, WORKCOVER, OR PRIVATE HEALTH INSURANCE.
To assist with appointment management:
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SMS reminders are sent 2-3 days prior to your session
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An email reminder is sent 24 hours prior
If we do not receive a response to the SMS reminder, we may attempt to contact you by phone. However, it remains your responsibility to keep track of scheduled appointments. Please remember that not confirming an appointment does not mean your appointment has been cancelled. Your appointment will still stand.
Repeated late cancellations or missed sessions impact your care.
By engaging with Fresh Air Psychology & Consulting, you agree to:
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Notify us if you are unable to attend an appointment
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Comply with the cancellation policy
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Accept responsibility for applicable cancellation fees where sufficient notice is not provided
ATTENDANCE WITH CHILDREN
To support your child’s safety and wellbeing, a parent or legal guardian is required to remain on-site for the duration of your child’s appointment, unless an alternative arrangement has been discussed and approved by the treating clinician in advance.
If you need to step away from the clinic during the session, please notify reception or your clinician before leaving and ensure you always remain contactable. Fresh Air Psychology & Consulting cannot provide supervision for children outside of their scheduled therapy session. In the event of an emergency, you will be contacted immediately and, if required, emergency services (000) will be contacted.
It is your responsibility to return promptly to collect your child at the end of their session. If you are delayed, please note that the session will still conclude at the scheduled time.
Parent check-ins are often an important part of therapy. If you will not be present on-site, or if another arrangement is planned, please let us know in advance so the clinician can determine whether this is appropriate for your child’s needs.
If someone else will be dropping off or collecting your child, please inform your clinician beforehand. Where consent to share information has not been provided, session content or feedback will not be discussed. If you would like an update or feedback about your child’s therapy, a separate appointment can be arranged with the clinician.
LATE ARRIVALS AND APPOINTMENT TIMING
Standard appointments are booked as a 1 hour block which includes 50 minutes of contact and 10 minutes for your clinician to record their relevant notes.
You clinician will make every effort to run on time however, due to the nature of therapy, sometimes their duty of care and ensuring clients are safe may impact this and we appreciate your understanding in these rare cases.
As a courtesy to your clinician and other clients, if you arrive late for your appointment, it will be shortened to the time remaining and conclude at the scheduled time. Full fees will still apply.
Clients accessing services using a Medicare Mental Health Care Plan should be aware that if you arrive late to a session, you may be ineligible for a Medicare rebate, in line with Medicare item number rules.
FEES, CHARGES AND FINANCIAL POLICIES
Fresh Air Psychology & Consulting is a private billing practice. We aim to be transparent about our fees and charges to enable you to commit to the therapeutic relationship with an understanding of the costs involved.
APPOINTMENT FEES
Appointment fees and hourly rates are set with reference to industry recommendations from our membership body The Australian Association of Psychologists.
Our standard consultation/hourly rate is set well below the recommendation for 2025-2026 which is $330 for a 40-60 minute consultation.
Initial consultations attract a higher fee as your clinician requires time outside your appointment to review your intake information and prepare for your session.
Fee variations may apply for NDIS and Work Cover clients due to requirements of those frameworks.
Standard fees will generally be published on our website freshair.net.au but are subject to change from time to time.
Changes will generally be communicated in advance by email prior to implementation.
ADDITIONAL COSTS
At Fresh Air Psychology & Consulting, all professional time is billable, as it reflects the expertise, preparation, and responsibility involved in your care.
This includes:
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Scheduled sessions: in-person, phone, or telehealth appointments
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Professional work outside sessions: such as preparation, case review, report writing, or follow-up tasks
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Pre-arranged communication: including emails or phone calls outside of appointments, where agreed in advance
Any charges for work outside scheduled sessions will be discussed with you beforehand.
All professional time spent reviewing documents or writing reports, referrals, support letters, recommendations, or correspondence with third parties is billed, typically in 20-minute increments.
PAYMENT OF FEES
Fresh Air Psychology & Consulting is not a bulk-billing practice
We work with clients with the following billing arrangements:
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Private clients
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Medicare clients with a Mental Health Care Plan
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Work Cover clients
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NDIS self-managed and plan-managed clients
Payment prior to or at time of service is required for all clients except Work Cover and NDIS plan-managed clients who will be invoiced in accordance with relevant practices.
Payment is preferred 2 days before your appointment by direct deposit to minimise surcharges for card payments and maximise the time available at your appointment.
If not paid in advance, paymentis required on the day of your appointment.
We offer EFTPOS and Medicare claiming facilities onsite. Card payments will attract a payment surcharge (between 1 and 2 percent). Receipts showing the full payment received will be provided to clients who wish to make a claim with their private health fund.
MEDICARE REQUIREMENTS
If you are attending sessions under a Mental Health Care Plan, please be aware of the following Medicare requirements:
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If you arrive late to a session, you may be ineligible for a Medicare rebate, in line with Medicare item number rules.
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Medicare rebates cannot be claimed if the client is not present at the session.
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Medicare allows a maximum of two carer-only or family sessions within the total annual allocation.
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Sessions attended without the client present, beyond this allowance, must be paid privately or claimed through private health insurance (where eligible). We recommend checking directly with your health fund, as rebates vary.
ASSESSMENTS AND REPORTS
Where a written report or formal assessment is requested, full payment is required prior to commencement. Assessment administration and report writing do not begin until payment has been received.
UNPAID ACCOUNTS
All accounts must be up to date for appointments to remain confirmed. Where accounts are overdue, future bookings may be paused or released.
Following reasonable attempts to contact you, all unresolved payments may be referred to a debt recovery service. Continued non-payment may result in suspension or termination of services.
COMMUNICATION AND BEHAVIOUR EXPECTATIONS
We believe a productive therapeutic relationship is best founded in principles of safety, kindness and meaningful boundaries for everyone involved.
CONTACT BETWEEN SESSIONS
Fresh Air Psychology & Consulting does not offer phone or email support between sessions. Clinicians are not available for unscheduled contact. This helps protect professional boundaries and ensures focused, high-quality care during sessions.
Our clinicians do not routinely provide therapy or consultation via email. You are welcome to send information to the clinic for your psychologist to review at your next session; however, there is no guarantee that messages will be read or responded to outside appointment times.
If you feel you require additional appointments, please email hello@freshair.net.au to request a booking with your psychologist. Alternatively, the portal is always open for you to book and cancel your own appointments.
When appointment availability is limited, you may request to be placed on a cancellation/waiting list. While we aim to support continuity of care where possible, availability cannot be guaranteed. It is always recommended that you book your first 6 sessions in advance on the portal so you can secure days and times that suit you and your schedule.
Requests for emails, reports or other communications with third parties such as schools, referring doctors, paediatricians etc. will incur a fee generally billed in 20 minute increments and based on the standard hourly rate.
COMPLAINTS AND ABUSIVE BEHAVIOUR
To ensure clarity, we are a psychology service, not a debating or boxing club. Consequently, we prefer to feel it, not fling it. We understand that there may be times when you feel dissatisfied with an aspect of our service (such as maintaining child rights to privacy, appointment fees, payment requirements, or charges applied for missed or late-cancelled sessions). We include this information in our policies so you can read it in advance and make an informed decision about willingly engaging in our services.
Yelling and intimidating does not speed up the healing process and rarely results in issues being resolved.
If you are dissatisfied with something we respect your right to be frustrated and communicate your issue to us in a respectful way. If we are able to provide some resolution then we will endeavour to do so but this will not always be possible; particularly where we have been upfront and explicit about our policies and practices.
We love our job here at Fresh Air and we welcome big feelings every day from every client. However, while we genuinely welcome all big feelings, we do not welcome, nor do we tolerate, big behaviours that threaten and hurt others. Please rest assured, you can be frustrated (just not frightening).
We ask everyone to take responsibility for how they express frustration, disappointment, or stress. If behaviour becomes abusive, threatening, or unsafe, we may pause or end services to protect the wellbeing of all involved.
This includes (but is not limited to):
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Yelling, swearing at, or threatening others
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Intimidating, humiliating, or harassing behaviour (in person, by phone, or in writing)
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Aggressive actions or threats toward staff or other clients
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Ongoing unreasonable demands that place excessive pressure on staff
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Damage to, or removal of, property belonging to the practice, staff, or clients
We believe respect goes both ways. Our goal is to maintain a space where people can breathe, reflect, and process and grow. Kindness and safety are our non-negotiables that form part of our treatment plans. Abuse and threats don’t belong here because we are psychologists, not punching bags.