CLIENT POLICIES
At Self Reflections, we are committed to transparency, ethical practice and delivering safe, respectful and high-quality care. The policies outlined below provide a clear summary of your rights, your responsibilities when accessing our services, and the standards you can expect from our team. They also explain how we manage privacy, communication, fees, telehealth, and feedback to ensure your experience is supported at every stage of your care.
These summaries are designed to help you understand how we operate and what safeguards are in place to protect your wellbeing, confidentiality, and autonomy.
Copies of our full policies are available upon request. You are welcome to contact us if you have any questions about your rights, privacy, or the services you receive at Self Reflections.
CLIENT RIGHTS & RESPONSIBILITIES
At Self Reflections, clients have the right to be treated with dignity, respect and cultural safety. You can expect that your values, identity, beliefs, and lived experiences are acknowledged and considered in your care. You have the right to ask questions, express preferences, decline treatment, change your mind, and participate actively in decisions about your wellbeing.
Clients also have the right to privacy, confidentiality, transparent financial information, and access to their records in line with legal requirements. You are welcome to provide feedback, raise concerns, or make a complaint without any negative impact on your care.
To support safe and effective service delivery, clients share certain responsibilities, including attending appointments on time, providing accurate information, notifying us of changes to contact details or circumstances, adhering to communication boundaries, and engaging in care in a respectful and safe manner. We appreciate your partnership in creating a positive and supportive environment for yourself, our clinicians and our community.
FEES & BILLING
Self Reflections operates as a private billing practice. Session fees are based on the type of service, the length of session, and the qualifications of the clinician providing care. Fee details are provided before your first appointment and reviewed annually.
Payment is due on the day of service. We accept debit/credit card, direct deposit and other approved methods. Card payments may incur merchant fees charged by the payment platform.
Some services may attract Medicare, private health or third-party rebates, depending on your eligibility. Our team can support you to understand available rebate pathways, but final responsibility for eligibility rests with the client.
Administrative tasks requiring significant time, such as reports, letters, forms or summaries, may incur additional fees. These will always be discussed with you before the work is completed.
CANCELLATION & NON ATTENDANCE
To provide fair access to appointments and ensure continuity of care, we require 48 hours’ notice to reschedule or cancel an appointment without incurring a fee. This enables us to offer the time to another client who may be waiting.
Late cancellations, same-day changes, or non-attendance (no-shows) incur fees as outlined in our cancellation policy. Medicare rebates do not apply to missed appointment fees.
We understand unexpected events can happen. If your circumstances change, please contact us as early as possible so we can support you in managing your booking.
INFORMED CONSENT FOR SERVICES
Self Reflections is committed to ensuring all clients make informed, voluntary and empowered decisions about their care.
Before commencing services, we provide clear information about the nature of therapy or dietetic intervention, risks and benefits, session structure, communication boundaries, privacy, and your rights as a participant in treatment.
You may ask questions at any time and are encouraged to discuss any concerns directly with your clinician.
Engaging in sessions indicates ongoing consent; however, you may pause or withdraw consent at any time (except where legal or safety obligations require continued action). We will always work collaboratively with you when planning, reviewing or changing treatment.
PRIVACY & CONFIDENTIALITY
Self Reflections is committed to protecting your privacy and safeguarding your personal and sensitive information. We comply with the Privacy Act 1988, the Australian Privacy Principles, and all laws governing the handling of health information.
We collect information that is necessary to provide safe, effective and personalised care. Your information is securely stored in our practice management system and accessed only by authorised staff involved directly in your care, administration or clinical supervision.
Information shared in sessions remains confidential, except when required by law, including situations where there is risk of harm, safety concerns for a child or vulnerable person, legal orders, or mandatory reporting obligations. Wherever possible, we will discuss this with you first.
If we need to communicate with your GP or other providers, this will only occur with your consent, unless required for safety or legal compliance. You may request access to your records at any time in line with relevant legislation.
TELEHEALTH
Telehealth allows clients to access services via secure video or phone when appropriate. You’ll need a private space, a stable internet connection and a device with audio and visual capability.
Your clinician will advise when Telehealth is suitable and safe for your needs. Some services may require face-to-face sessions, and this will be discussed with you.
Telehealth sessions are delivered using secure platforms that meet Australian privacy standards. While we use encrypted systems, no online platform can guarantee 100% security. By engaging in Telehealth, clients agree to take reasonable measures to maintain their own privacy (e.g., avoiding public areas).
If technical issues occur, alternative arrangements may be made at your clinician’s discretion.
SOCIAL MEDIA & PUBLIC REVIEWS
To maintain privacy, confidentiality and professional boundaries, Self Reflections and its clinicians cannot communicate with clients via social media messages, comments or private inboxes.
Clients are welcome to follow our content; however, engaging publicly may reveal your client status to others. By liking, commenting on, tagging, sharing or leaving a review, you acknowledge that your participation is voluntary and may disclose information about your care.
For ethical reasons, psychologists and allied health professionals are unable to respond to testimonials or confirm client relationships publicly. If you have feedback or concerns, we encourage you to contact us directly so we can address your experience privately and respectfully.
ACCESS TO YOUR RECORDS
You have the right to request access to information held about you in your clinical record, in line with relevant privacy legislation. Requests must be made in writing to Self Reflections and may require verification of identity and/or consent from other individuals named in the record (e.g., in couples or family therapy).
Access may be provided through a supervised file viewing, a summary letter, or release of relevant documents. In limited circumstances, such as safety risks, third-party privacy, or legal restrictions, access may be declined or modified. Administrative fees may apply.
Our priority is to ensure that access to information is safe, lawful and in your best interests.
MANDATORY REPORTING & DUTY OF CARE
Self Reflections has legal and ethical responsibilities to act when there are concerns for safety. While therapy discussions are confidential, we must take appropriate action if we believe:
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you are at serious risk of harm,
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someone else may be harmed,
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a child or young person may be at risk (mandatory reporting), or
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information is required by law (e.g., subpoena, court request, audit).
Where possible and safe, your clinician will discuss concerns with you before any information is shared. Our duty of care exists to protect you and others, and to ensure treatment is ethical, lawful and responsible.
COMPLAINTS & FEEDBACK
Your feedback matters. It helps us improve, celebrate what is working well, and respond to concerns promptly and respectfully. You are welcome to provide feedback in person, by phone, email, or through our website.
If you wish to raise a concern, we will listen, acknowledge the issue, and work with you to resolve it where possible.
If your concern relates to a psychologist and is not resolved internally, or if you prefer to speak with an external body, you may contact:
AHPRA / Psychology Board of Australia - complaints, safety, registration or conduct matters.
Health Care Complaints Commission (NSW) - concerns about health services or care received.
We are committed to learning, accountability and maintaining a safe and supportive environment for every client.