CLIENT POLICIES
As of 1st Oct 2026

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.

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These summaries are designed to help you understand how we operate and what safeguards are in place to protect your wellbeing, confidentiality and autonomy.

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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.

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CLIENT RIGHTS & RESPONSIBILITIES

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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.

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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.

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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.

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FEES & BILLING

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Self Reflections operates as a private billing practice. Fees vary depending on the service, appointment length and qualifications of the clinician providing care. Current fees are available on our website and are provided as part of our intake and booking process.

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Initial appointments

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To secure your initial appointment, you must complete and submit your intake forms and prepay your initial session fee in full within 48 hours of receiving our initial email containing your forms and payment links. Prepayment is required for all initial appointments, including in-person and Telehealth sessions.

Both links expire after 48 hours. If either your completed forms or full payment has not been received within this timeframe, your appointment will be cancelled. You will need to contact us to request new links and arrange another booking, subject to availability.

Please complete both steps as soon as possible. Storing card details in your intake form does not pay for your initial session. Payment must be completed separately using the secure payment link provided.

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Any eligible rebates will be processed after you have attended your appointment.

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Subsequent appointments and other services

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Payment for subsequent appointments is required on the day of service.

For subsequent in-person Psychology and Dietetic appointments, payment can be made by card (tap/swipe/insert) at reception, cash or bank transfer.

For subsequent Telehealth Psychology and Dietetic appointments, payment can be made by bank transfer or through a secure online payment link.

Assessments, reports, letters and other additional services are payable by bank transfer or cash unless otherwise advised.

Our advertised service fees are the total service fees payable regardless of payment method. No separate card surcharge is added.

 

Stored cards

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All clients are required to have a debit or credit card securely stored on file as part of our onboarding and booking process. Stored cards are not ordinarily used for routine appointment payments, but may be used for applicable cancellation, non-attendance or authorised outstanding fees in accordance with our policies. A fee already covered by a prepayment will not be charged again.

 

Rebates and additional fees

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Some services may attract Medicare, private health or third-party rebates depending on your eligibility. Our team can assist you to understand available rebate pathways; however, clients remain responsible for confirming their eligibility and available benefits.

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.

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CANCELLATION & NON-ATTENDANCE

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To provide fair access to appointments and ensure continuity of care, we require sufficient notice to reschedule or cancel an appointment without incurring a fee. This enables us to offer the appointment to another client who may be waiting.

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Our Cancellation & Non-Attendance Policy sets out the 48-hour notice requirement, applicable day-specific cut-offs and exclusions for Sundays, public holidays and clinic closure periods. Please refer to the full policy provided during intake for the deadline that applies to your appointment.

Late cancellations, same-day changes or non-attendance incur fees as outlined in that policy. Medicare rebates do not apply to cancellation or non-attendance fees.

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Initial appointment prepayments

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If you cancel or reschedule your initial appointment with sufficient notice under our policy, no cancellation fee will apply. Your prepaid session fee will be held as a credit towards a future appointment.

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If you decide not to proceed with services, your unused prepayment will be refunded. Please contact our administration team to advise us and arrange your refund.

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If you cancel or reschedule without sufficient notice, or do not attend your appointment, the applicable cancellation or non-attendance fee will be deducted from your prepayment. Any remaining balance will be credited towards a future appointment or refunded if you decide not to proceed with services.

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Any amount deducted will be shown on an updated invoice. You will not be charged again for a fee already covered by your prepayment.

 

Outstanding cancellation or non-attendance fees

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Where an incurred fee has not already been covered by a prepayment, clients are responsible for arranging payment. Payment can be made in person by card or cash, by bank transfer, or through a secure online payment link.

We will make reasonable attempts to contact you regarding an outstanding incurred fee and provide an opportunity for you to arrange payment. If you do not respond to our attempts to contact you or otherwise arrange payment, Self Reflections may charge the outstanding fee to the card securely stored on your file in accordance with the authorisation provided during intake. If your stored card is charged, you will be notified and provided with an updated invoice.

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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.

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INFORMED CONSENT FOR SERVICES

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Self Reflections is committed to ensuring all clients make informed, voluntary and empowered decisions about their care.

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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.

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You may ask questions at any time and are encouraged to discuss any concerns directly with your clinician.

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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.

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PRIVACY & CONFIDENTIALITY

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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.

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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.

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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.

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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.

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TELEHEALTH

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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.

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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.

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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, such as avoiding public areas.

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Initial Telehealth appointments are subject to the same intake and prepayment requirements as in-person appointments. To secure your booking, you must submit your completed intake forms and pay your initial session fee in full using the secure payment link within 48 hours of receiving our initial email containing both links. Both links expire after 48 hours. If either requirement is incomplete at the deadline, your appointment will be cancelled, and you will need to contact us for new links and to arrange another booking, subject to availability.

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For subsequent Telehealth Psychology and Dietetic appointments, payment is required on the day of service. Clients can choose to receive an invoice with our bank details for payment by bank transfer or a secure online payment link to pay by card. Your preferred payment method for subsequent appointments can be recorded and changed at any time by letting your clinician or our administration team know.

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If technical issues occur, alternative arrangements may be made at your clinician's discretion.

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SOCIAL MEDIA & PUBLIC REVIEWS

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To maintain privacy, confidentiality and professional boundaries, Self Reflections and its clinicians cannot communicate with clients via social media messages, comments or private inboxes.

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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.

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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.

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ACCESS TO YOUR RECORDS

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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, such as in couples or family therapy.

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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.

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Our priority is to ensure that access to information is safe, lawful and in your best interests.

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MANDATORY REPORTING & DUTY OF CARE

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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;

• someone else may be harmed;

• a child or young person may be at risk; or

• information is required by law, such as through a subpoena, court request or audit.

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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.

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COMPLAINTS & FEEDBACK

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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.

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If you wish to raise a concern, we will listen, acknowledge the issue and work with you to resolve it where possible.

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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:

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• AHPRA / Psychology Board of Australia – for complaints, safety, registration or conduct matters.

• Health Care Complaints Commission (NSW) – for concerns about health services or care received.

• We are committed to learning, accountability and maintaining a safe and supportive environment for every client.

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