IMPORTANT UPDATE - CLIENT POLICIES, RIGHTS & SERVICE CONDITIONS
As of 1st January 2026.

At Self Reflections, it is important to us that every client, new or existing, has clear, transparent and accessible information about their rights, responsibilities, confidentiality, communication boundaries, fees, safety procedures and how we deliver care.

 

In line with updated clinical, legal, and AHPRA Code of Conduct requirements, we have refined and consolidated our client policies. These policies outline the standards we uphold as a practice, the commitments we make to you, and the expectations that support safe, ethical and effective treatment.

 

The policies listed on this page reflect the most current framework of care at Self Reflections and form part of the conditions of engaging with our services.

 

We kindly ask that all active clients take the time to read these policies carefully.

By continuing to attend appointments, communicate with our team, or engage in services with Self Reflections, you acknowledge that you have read, understood and consent to these policies.

 

If you have any questions, would like clarification, or wish to discuss how any policy relates to your circumstances, you are welcome to contact us. Our team is here to support you, ensure transparency, and provide care with professionalism, safety and respect.

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APPOINTMENT REMINDERS

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We send appointment reminders to support continuity of care. Reminders are a courtesy only; you remain responsible for attending scheduled appointments.

 

You will receive:

 

• An email confirmation at the time of booking

• An SMS & email reminder 4 days before the appointment

• A phone call 4 days before the appointment if confirmation is not received 

Please confirm your attendance by replying Y to the SMS.

Not replying confirms your attendance however we will still complete a reminder phone call if you do not reply Y to the SMS. 

 

If you need to reschedule, please follow our Cancellation & Non-Attendance Policy outlined later in this form.

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SUBSCRIPTION TO NEWS & RESOURCES

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We periodically release new online courses, programs, groups, and resources tailored to support your journey - some of which are FREE! 

 

Our communications are thoughtfully curated to ensure relevance and value, without overwhelming your inbox. Typically, updates are shared every few months or upon the launch of a new offering. 

 

To subscribe, please opt-in by emailing info@selfreflections.com.au.

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You can change your preferences at anytime at the bottom of our emails. 

 

Important: Policy, fee, or service updates relevant to your care are sent to all active clients irrespective of their preference and are separate from marketing communications.

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COMMUNICATION & CONTACT PREFERENCES

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Self Reflections uses SMS, email and phone strictly for administrative purposes only.

 

This includes:

 

• appointment reminders

• scheduling or rescheduling

• invoices and receipts

• administrative updates

• essential notifications related to your care

• homework tasks / resources related to your sessions 

 

Clinical conversations or therapeutic advice do not occur via SMS, email, or social media.

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By engaging with our services, you acknowledge that you understand and agree that:

 

• Clinical content is not provided via SMS, email or social media.

• Messages sent outside approved channels will be redirected appropriately.

• Social media messages cannot be monitored and will not be used for care.

• Self Reflections does not provide crisis support via text, email or social platforms.

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Any urgent concerns must be directed to emergency services (000), Lifeline (13 11 14), or your local hospital Emergency Department.

 

By engaging with our services you consent Self Reflections to:

 

• Contact you to confirm appointments

• Contact you for administrative reasons related to your care

• Leave a voicemail or text message that includes your name and appointment information

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CLIENT RIGHTS & RESPONSIBILITIES

 

Self Reflections is committed to providing a safe, respectful and high-quality service.

 

This section outlines what clients can expect from us, and what responsibilities they hold when engaging in services.

 

Your Rights as a Client

 

At Self Reflections, you have the right to:

 

Respect, Dignity & Cultural Safety

 

• Be treated with kindness, dignity and respect at all times

• Engage in a culturally safe environment that honours your identity, background, values and preferences

• Express concerns about cultural safety and have them addressed promptly

 

Safe & Ethical Care

 

• Receive services that meet professional, legal and ethical standards

• Know your clinician’s name, role, qualifications and scope of practice

• Receive referrals to other services when care is outside our scope

• Receive care free from discrimination, harassment or judgement

 

Informed Decision-Making

 

• Be given clear information about your treatment options

• Ask questions and receive explanations in understandable language

• Decide what treatment you do or do not wish to engage in

• Withdraw consent at any time (within legal limits)

 

Privacy & Confidentiality

 

• Have your personal information stored securely

• Expect that confidentiality is maintained except where the law requires otherwise

• Request that information not be shared with certain people or providers

 

Access to Information

 

• Request access to your clinical file, in line with legal requirements

• Request corrections to incorrect personal information

 

Feedback & Complaints

 

• Provide feedback or raise concerns without fear of negative consequences

• Expect your feedback to be taken seriously and addressed respectfully

• Receive information about the complaints process and regulatory pathways

 

Your Responsibilities as a Client

 

To support safe, effective care, clients are expected to:

 

Engage Safely & Respectfully

 

• Treat clinicians, admin staff and other clients respectfully

• Attend sessions in a manner free from intoxication, aggression or harassment

• Use clinic facilities and property respectfully

 

Provide Accurate Information

 

• Provide honest and accurate information relevant to your care

• Advise your clinician of any changes to your health, medication or circumstances

• Inform us if you are receiving treatment elsewhere so care can be coordinated safely

 

Attend Scheduled Appointments

 

• Arrive on time to appointments

• Provide adequate notice for cancellations or rescheduling

• Pay all fees associated with late cancellations or no shows

 

Uphold Communication Boundaries

 

• Use official clinic communication channels only

• Avoid sending clinical information via SMS or social media

• Contact emergency services directly if in crisis

 

Participate in Treatment Responsibly

 

• Take an active role in your care, including completing homework where relevant

• Let your clinician know if treatment is not working or causing distress

• Work collaboratively to review goals and progress

 

Maintain Safety

 

• Disclose if you are at risk of harming yourself or someone else

• Ask for clarification when uncertain about confidentiality limits

• Ensure your environment is private and safe during Telehealth

 

Withdrawal from Services

 

By continuing to engage with our services you understand that:

 

• You may pause or discontinue therapy at any time

• Your clinician may recommend a referral elsewhere (internal or external) if your needs exceed their scope

• Self Reflections may discontinue services if:

  • the therapeutic relationship has broken down

  • safety risks are present that cannot be stabalised

  • there is repeated non-attendance or boundary violations

  • the service required is outside our clinical scope

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By engaging with Self Reflections, you confirm that you have read, understood and consent to the Clients Rights & Responsibilities Policy outlined above.

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FEES, BILLING & FINANCIAL CONSENT

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Self Reflections is a private billing practice.

 

For psychology, we have a tiered fee system based on clinician training, experience and qualifications. Your 50-minute session fee depends on the clinician you requested or are assigned to based on your needs. 

 

Fees, cancellation timeframes, rebates, and billing rules are outlined below.

 

I understand and consent to being billed in accordance with my clinician’s tier:

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• TIER 1 - $270 - Clinical Psychologist / Senior Psychologist - Klaudia Gebert, Emily Woods 

• TIER 2 - $260 - Registered Psychologist - Judit Markos, Tara Cooper, Veronica Power, Amanda Nolan 

• TIER 3 - $240 - Registered Psychologist - N/A

• TIER 4 - $130 - Provisional Psychologist - Megan Mulcahy, Sara Griffin 

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Our Accredited Practicing Dietitians operate under a standardised fee structure, with:

 

• Initial appointments (50 minutes) charged at a fixed rate $230

• Review appointments (50 minutes) charged at a separate, lower fixed rate $170.

 

Both Accredited Practicing Dietitians hold equivalent qualifications and offer the same level of service, therefore fees are identical regardless of which dietitian you see.

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I understand that:

 

• Fees are reviewed periodically and may change with notice.

• After-hours appointments (booked at or after 4pm weekdays and anytime on Saturday) incur an additional $10 surcharge.

• Couples & Family Therapy, 90-minute sessions and Assessment sessions have different fees and different policies. If I choose to engage in these services these will be provided to me.

• Reports, letters, forms, assessments, and administrative requests incur additional charges.

 

Payment on the Day of Service

 

I acknowledge that:

 

• Payment is required on the day of my appointment.

• Medicare rebates (if eligible) will be processed after payment.

• Payment must be made in full before any reports, letters, forms etc are released. 

 

Medicare Rebates

 

I understand that:

 

• Medicare rebates may be available under a Mental Health Treatment Plan (MHTP), Eating Disorder Management Plan (EDMP) or Chronic Disease Management Plan (CDMP) dependant on my circumstances 

• A valid referral from a GP is required to access rebates

• Medicare rebates cannot be applied to late cancellations or no-show fees

• Rebates differ depending on the referral type and are processed after the session

• If using a Care Plan, I am responsible for knowing how many sessions remain

• If I change clinicians, my rebate eligibility may be affected depending on clinician type

• Medicare rebates cannot be applied to reports, letters, forms etc. 

 

Card Storage & Authorisation

 

Your card details are required to secure your booking, process session fees (if this is your preferred payment method), and charge any cancellation or no-show fees in accordance with our Cancellation & Non-Attendance Policy.

 

By providing card details, you acknowledge and consent to the following:

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• Your card information is stored securely via our practice management system and payment provider (Zanda & Stripe).

• Your card will not be charged without your knowledge, except where permitted under our Cancellation & Non-Attendance Policy.

• All card payments incur a standard card processing fee of 2.5%, which is added automatically at the time of payment.

• This processing fee applies to all card transactions, regardless of card type (domestic or international), and reflects an averaged cost of card processing through our payment provider.

• Bank transfer and cash payments do not incur a card processing fee.

• If you are using someone else’s card, written consent from the cardholder is required prior to processing payment.

 

By continuing with card payments, you acknowledge and accept this standard processing fee.

 

Third-Party Funding 

 

If a third party funds sessions (e.g., NDIS, insurance, EAP), I understand that:

 

• Third-party approvals must be received before sessions commence

• Additional reporting requirements and costs may apply

• Gaps or excluded amounts are my responsibility

• If funding lapses, fees revert to private billing

 

Administrative Requests, Reports & Letters

 

Some requests require additional clinician time outside of sessions.

 

Examples include:

 

• Reports

• Letters to GPs, specialists, workplaces, schools (outside of the updates to your GP required by Medicare under plans)

• Treatment summaries

• Forms (e.g., Centrelink, NDIS, employment, housing)

• Emails requiring clinical judgment

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These incur additional fees. You will be advised of costs before work is completed.

 

Debt Collection & Outstanding Fees

 

I understand that:

 

• Outstanding fees must be paid before future sessions can be booked

• Overdue accounts may be transferred to a debt recovery agency

• I am responsible for all fees associated with debt recovery

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By continuing to engage with services at Self Reflections, I confirm that:

 

• I have read and understood the Fees, Billing and Financial Policy

• I consent to be charged according to my clinician’s fee

• I authorise my stored card to be used for session fees 

• I agree to the terms outlined above

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CANCELLATION & NON ATTENDANCE 

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To maintain continuity of care, ensure fairness to all clients, and support our clinicians’ time and caseloads, Self Reflections requires 48 hours’ notice to cancel or reschedule an appointment.

 

By engaging in services, I understand and agree that:

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General Conditions

 

• If I arrive late, the session will still finish at the scheduled time and the full fee applies.

• Cancelling or rescheduling within 48 hours of the appointment will incur a 50% session fee.

• Cancelling or rescheduling within 24 hours of the appointment will incur a 100% session fee.

• A cancellation after the session has begun or a non-attendance (no-show) will incur the full session fee (100%).

• Medicare rebates cannot be applied to cancellation or no-show fees.

• If a third party (e.g., insurer, organisation) is funding sessions, cancellation fees remain my responsibility unless otherwise agreed with that third party.

• If cancellation fees remain unpaid, future appointments may not be able to be scheduled.

• Repeated cancellations or missed sessions may result in a review of treatment suitability and duty-of-care planning.

 

Timeframes to Avoid a Fee

 

To avoid a fee, changes must be made by:

 

• Monday appointments → no later than Thursday (week before)

• Tuesday appointments → no later than Friday (week before)

• Wednesday appointments → no later than Saturday (week before)

• Thursday appointments → no later than Monday (same week)

• Friday appointments → no later than Tuesday (same week)

• Saturday appointments → no later than Wednesday (same week)

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These cut-offs ensure fair notice for all clients, especially those waiting for earlier appointments.

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Public Holidays & Closure Periods

 

This policy excludes:

 

• Sundays

• Public holidays

• Clinic holiday closure periods (e.g., Easter, Christmas/New Year)

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For appointments scheduled immediately after a public holiday or closure period, our admin team will contact you the week prior to confirm. This ensures you have enough time to make changes if needed.

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Payment of Incurred Fees

 

If you miss an appointment or cancel late:

 

• We will attempt to contact you on the day to discuss any applicable fees.

• If we are unable to reach you, you give Self Reflections permission to charge your nominated card 7 days after the missed appointment.

• Outstanding fees must be settled before further appointments can be booked.

• If you need clarification regarding any fee, you are welcome to speak with our team.

 

General Notes

 

• Appointment reminders are sent as a courtesy; it is still your responsibility to track your appointment date and time.

• Not replying to the reminder message is taken as confirmation of attendance.

• We understand that unexpected circumstances sometimes occur. We are always willing to reschedule or cancel an appointment without fee when adequate notice is provided outside of our cancellation period.

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INFORMED CONSENT FOR SERVICES 

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Self Reflections is a multidisciplinary practice offering psychological services, dietetic support, couples and family therapy, group programs, supervision, workshops, and Telehealth-based services.

 

This section outlines what clients (and where relevant, participants or supervisees) can expect from us and what it means to provide informed consent when engaging with our services.

 

Consent is an ongoing, collaborative process.

By continuing to engage with Self Reflections, you acknowledge the following.​

 

Purpose of Services

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Services offered at Self Reflections aim to:

 

• Improve mental, emotional, relational, or physical wellbeing

• Provide education, skills and strategies to support change

• Promote healthy relationships, lifestyle behaviours and coping

• Assist in clarifying goals and supporting decision-making

• Provide supervision, consultation or reflective practice (where applicable)

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Your clinician or facilitator will discuss the type of service you are receiving and the approaches being used.​​

 

Nature, Risks & Benefits of Services

 

Health and wellbeing services involve benefits and potential risks.

 

You may experience:​

 

• Increased self-awareness

• Improved coping ability

• Health, lifestyle, or relationship changes

• Emotional relief or improved mood

• Strengthened communication and relational connection​

 

You may also experience:

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• Temporary discomfort when exploring difficult topics

• Emotional challenges as change occurs

• Differences of opinion within couples or family therapy

• Physical or dietary changes (if participating in nutrition-related services)

• Uncertainty, frustration, or setbacks

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You are encouraged to speak openly with your clinician about what is working, what feels challenging, and any concerns that arise.​

 

Your Rights When Accessing Services

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Regardless of which service you engage in, you have the right to:

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• Be treated with dignity, respect and cultural safety

• Ask questions and receive information in clear, understandable language

• Decline or withdraw from any part of treatment (within legal limits)

• Request breaks, pacing changes or alternative strategies

• A referral elsewhere if another service may better support your needs

• Confidential handling of your information (see Privacy & Confidentiality Policy)

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Consent is your choice, and can be reviewed at any time.​

 

Limits to Confidentiality

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Your information is private and confidential, except where the law requires or permits disclosure, including when:​

 

• There is risk of harm to you or another person

• There are concerns about the safety or wellbeing of a child or young person (mandatory reporting)

• Information is requested through court order/subpoena

• Serious criminal matters are disclosed

• Required by Medicare, funding bodies, or professional standards for audit and compliance

 

Where possible, your clinician will discuss this with you before information is shared.

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Professional Consultation & Supervision

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Self Reflections is a learning-focused and supervisory practice.

 

To ensure safe and ethically aligned care:​

 

• Clinicians may discuss cases in professional supervision

• Provisionally registered psychologists and students work under supervision

• Information is de-identified where possible

• Supervisors are bound by the same privacy and ethical standards

 

This is a mandatory requirement of both ethical practice and AHPRA’s Code of Conduct.​

 

Communication Boundaries

 

Clinical services cannot be delivered via SMS, social media or unsecure platforms.

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Administrative communication may occur via phone, SMS or email.

 

Telehealth services occur only through approved platforms.

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Withdrawal of Consent

 

You may withdraw or modify consent to services at any time, except where:​

 

• Required for safety and duty of care

• Required by law

• Required under Medicare or referral compliance

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Withdrawing consent to treatment does not permit deletion of a clinical file, records must be stored for legally prescribed periods.

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By engaging with services at Self Reflections, you confirm that you have read, understood and consent to the Informed Consent Policy outlined above.

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PRIVACY, CONFIDENTIALITY & INFORMATION SHARING

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Self Reflections is committed to protecting your privacy and ensuring your information is handled ethically, lawfully and securely. This section outlines how your information is collected, stored, shared and protected.

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How Your Information Is Collected & Stored

 

I understand that Self Reflections collects information that is necessary to provide safe, effective care, including:

 

• Personal details (name, DOB, contact details)

• Health history and presenting concerns

• Session notes and treatment plans

• Referrals, reports and third-party correspondence

• Outcome measures (e.g., DASS-21)

• Payment information and Medicare claiming details 

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I understand that:

 

• My file is stored securely in Zanda, a secure practice management system

• Self Reflections does not keep paper files

• Only authorised staff (clinicians, administrative staff, and Director) can access relevant parts of my file

• Information is retained for 7 years (or 7 years after a minor turns 18), in line with law

 

How Confidentiality Works

 

I understand that information shared in therapy is confidential, unless an exception applies.

 

I understand that:

 

• My clinician will not disclose information without my consent

• My information will not be shared through SMS, social media or unsecure platforms

• Admin staff may access limited information required to manage my appointments, billing and referrals

• Internal discussions (e.g., with supervisors) occur only for the purpose of ensuring safe, high-quality care

 

Legal Limits to Confidentiality

 

I understand that my clinician must break confidentiality if required by law, including when: 

 

• There is immediate or serious risk of harm to myself or someone else

• There are concerns for the safety or wellbeing of a child or young person (mandatory reporting)

• Subpoena/court orders require release of information

• There is information relating to serious criminal offences

• Required by Medicare or funding bodies for audit or compliance

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My clinician will aim to discuss this with me when possible and safe.

 

Information Sharing With Other Health Professionals

 

I understand that my clinician may communicate with:

 

• My GP

• Psychiatrist / paediatrician

• Dietitian

• Other treating professionals

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but only with my consent.

 

I understand that:

 

• Medicare requires progress summaries for GP referrals

• I may withdraw consent at any time (except where legislation requires information to be released)

• Information shared will be the minimum necessary to support my care

 

Electronic Communication & Data Security

 

I understand that:

 

• Email may not be fully secure

• Self Reflections uses secure systems wherever possible

• No session content is sent by SMS

• Telehealth communication occurs on approved platforms only

• I am responsible for my own privacy when using Telehealth (e.g., being in a private space)

 

Withdrawal of Consent

 

I may withdraw consent to information sharing at any time, except when:

 

• Required by law

• Required for safety and duty of care

• Required for Medicare reporting under a valid referral

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I understand that withdrawing consent does not erase my clinical file, as records must be retained for 7 years under legislation.

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By engaging with services at Self Reflections, you confirm that you have read, understood and consent to the Privacy, Confidentiality and Information Sharing Policy outlined above.

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TELEHEALTH 

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Telehealth allows you to access psychological services when in-person attendance is not possible or clinically appropriate. 

 

By requesting or participating in a Telehealth session with Self Reflections, you provide consent to the following:

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Nature of Telehealth Services

 

Telehealth may be delivered via secure video conferencing or telephone.

 

You will need:

 

• A private, quiet space free from interruptions

• A device (phone, tablet, laptop or computer) with working camera/microphone (for video sessions)

• A reliable internet or phone connection

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Your clinician will determine whether Telehealth is clinically appropriate for your presentation and goals.

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Potential Benefits of Telehealth 

 

Telehealth may offer:

 

• Greater convenience and accessibility

• Attending from home, work or remote locations

• Reduced travel time

• Continuity of care (e.g., if unwell or isolating)

• Access to clinicians when in-person appointments are not possible

 

Technology, Access & Session Setup

 

Self Reflections uses Zanda (an encrypted practice management platform) which integrates Zoom for secure Telehealth video appointments.

 

You will receive your unique Telehealth link:

 

• In the booking confirmation email

• In your automatic reminder email (sent 4 days prior)

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If you cannot locate your link or it is not functioning, please contact Self Reflections as soon as possible.

 

You are responsible for:

 

• Ensuring your device is charged and working

• Updating your Zoom app (or accessing via browser)

• Ensuring you have a stable internet/phone connection

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Self Reflections covers the cost of the secure Zoom platform.

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Privacy, Confidentiality & Security

 

Self Reflections prioritises your privacy. Telehealth sessions are delivered using secure, compliant platforms:

 

• Zoom Telehealth sessions are encrypted end-to-end.

• Zanda complies with Australian Privacy Principles (APPs) and uses secure encryption for data storage and transmission.

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Confidentiality obligations during Telehealth are the same as face-to-face services.

 

However, the privacy of your environment is your responsibility. You should ensure:

 

• No one can overhear your session

• Your device is protected by a password or lock

• You do not engage in Telehealth from public or shared spaces

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Sessions are not to be recorded by either party without written consent.

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Limitations of Telehealth

 

Telehealth may have limitations, including:

 

• Technical difficulties or internet instability

• Reduced access to non-verbal cues

• Occasional disruptions outside the clinician’s control

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Your clinician will discuss alternatives if Telehealth becomes unsuitable or ineffective.

 

Some services (e.g., certain assessments, risk-related presentations) may require in-person sessions.

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Emergency, Crisis & Safety Procedures

 

Telehealth is not suitable for emergencies or acute crisis situations.

 

If your clinician identifies risk or concerns regarding your safety during a session, they may:

 

• Request your physical location at anytime of the session

• Contact emergency services if required

• Recommend in-person follow-up or additional supports

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You must provide an accurate location and a contact number where you can be reached during Telehealth.

 

Your Telehealth Responsibilities

 

By participating in Telehealth, you agree to:

 

• Attend sessions from a safe, private location

• Not participate while driving, operating a vehicle, or in public spaces

• Ensure children or others are supervised separately if required

• Maintain confidentiality of any materials provided digitally

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If at anytime you engage in scheduled Telehealth appointments, you confirm that:

 

• You understand the nature, benefits, risks and limitations of Telehealth

• You consent to receiving psychological services via Telehealth

• You understand your privacy responsibilities in your chosen environment

• You have been given the opportunity to ask questions

• You agree to follow all Telehealth procedures outlined above

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DIGITAL COMMUNICATION, SOCIAL MEDIA & PUBLIC REVIEWS

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Self Reflections maintains strict communication boundaries to protect your privacy, confidentiality and safety. This section explains how digital communication works, how we use social media, and what it means for you if you interact with our public platforms.

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Communication Boundaries & Approved Contact Methods

 

I understand that:

 

• SMS, email and phone are used for administrative purposes only (e.g., reminders, invoices, rescheduling)

• Clinical conversations do not occur via SMS, email, or social media

• Messages sent to clinicians outside these channels (e.g., Facebook Messenger, Instagram DMs etc) will not be responded to clinically and will be redirected to reception

• Social media messages are not monitored for client safety

• If I need support, I must contact the clinic directly or emergency services as appropriate

 

Email, SMS & Phone - What to Expect

 

I understand that:

 

• Email is used for sending invoices, receipts, letters and administrative information

• SMS is used for reminders and short administrative updates

• Phone calls may be used for appointment changes or urgent administrative issues

• I must not send sensitive information via SMS

• While some clinicians send therapy homework or resources via email, clinicians do not engage in therapeutic communication between sessions

• Self Reflections phones and emails are responded to during business hours only

 

Digital Security & Privacy

 

I understand that:

 

• Email may not be fully secure

• Self Reflections uses secure systems wherever possible

• My privacy cannot be guaranteed if I choose to use public Wi-Fi, shared devices or unsecured networks

• I am responsible for ensuring my own privacy on my device, including during Telehealth

 

Social Media Engagement & Public Interaction

 

Self Reflections publishes content on Instagram, Facebook, YouTube, LinkedIn, TikTok and Threads for education, awareness and community connection.

 

I understand that:

 

• Social media content is not therapy and does not replace clinical care

• Following Self Reflections or engaging with our content does not establish a therapeutic relationship

• If I choose to “like,” comment, share or engage publicly, I may reveal my relationship with the clinic

• Self Reflections cannot remove or control screenshots, shares or reposting done by others

 

Public Reviews, Comments & Testimonials

 

I understand that:

 

• AHPRA prohibits Self Reflections and clinicians from soliciting, requesting, or encouraging reviews

• Self Reflections cannot respond to reviews due to confidentiality laws

• If I leave a review (Google, Facebook, etc.), I am publicly identifying myself as a client

• By leaving a review, I waive my confidentiality in a public space

• Self Reflections may only respond with a generic, non-clinical statement, if at all

• The clinic cannot remove reviews written by clients, only the author can remove them

 

Direct Messaging (DMs) & Social Media Inbox Boundaries

 

I understand that:

 

• Social media DMs are not monitored for client care

• No appointments can be booked, changed or discussed via DMs

• No clinical discussions will occur

• If a safety concern is disclosed in DMs, Self Reflections may not see it in time, and I must use official contact methods

 

Website, Online Programs & Digital Products

 

I understand that:

 

• Online programs and digital products are not therapy

• Purchasing a digital resource does not create or extend a therapeutic relationship

• Workshops/programs are educational only

• Refund policies apply as outlined on the website

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By engaging with services at Self Reflections, you confirm that you have read, understood and consent to the Digital Communication, Social Media & Public Reviews Policy outlined above.

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ACCESS TO YOUR RECORDS 

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You have the right to access your health information.

 

This section explains how records are stored, how you can request them, what information cannot be released, and the legal requirements we must follow.

 

Your Right to Access Your Information

 

I understand that:

 

• I may request access to my clinical file at any time

• Access may include: appointment history, letters, reports, referral information, and my personal information

• Access does not automatically include raw assessment data, psychometric materials, or information that legally cannot be released

• Self Reflections will handle requests in line with NSW Health Records legislation and privacy laws

 

What Is Included in an Access Request

 

Access may be provided in one of the following forms:

 

• a summary of my clinical information

• release of selected documents (letters, reports, assessments)

• viewing my file with a clinician present

• a copy of relevant information in PDF format

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I understand that:

 

• Some information may be withheld if releasing it poses a serious risk to my safety or wellbeing

• Third-party information (e.g., emails from schools, GPs, family members) may need removal or redaction

• My clinician may recommend a summary instead of full notes if this is safer or clinically appropriate

 

How to Request Access

 

To request access to my information:

 

• I must submit the request in writing (email or online form)

• I may be asked to verify my identity

• The request will be acknowledged within a reasonable timeframe

• Access will be provided within legislated timeframes (usually 30 days)

• A fee may apply for administrative time, photocopying, preparation of summaries or complex record searches

 

Limitations & Legal Restrictions

 

I understand that:

 

• Raw psychometric test data cannot be released directly to clients (copyright and ethical restrictions)

• Some assessment materials may only be released to another registered psychologist

• Notes may require redaction if they mention another person who has not consented

• Information may be withheld if releasing it would:

  • pose a serious risk to my safety or someone else’s

  • breach someone else’s confidentiality

  • breach legal orders or investigations

 

Access for Children & Adolescents

 

If I am a parent or guardian of a child under 18, I understand that:

 

• Access is considered in line with the child’s best interests

• Mature minors (typically 14+) may have a say in what is shared

• Safety concerns, sensitive disclosures or therapeutic content may limit what parents can access

• Court orders override standard access rules

• Shared parenting situations require consent from both holders of parental responsibility (unless otherwise ordered) 

 

Third-Party Access (GPs, Schools, Insurers, Lawyers, NDIS)

 

I understand that:

 

• Information is never shared with third parties without my written consent

• This includes schools, workplaces, family members, GPs, psychiatrists and other providers

• Insurers, NDIS auditors or funding bodies may request reports only with consent

• Requests from lawyers must be reviewed carefully and may incur additional fees

 

Subpoenas, Court Orders & Legal Requests

 

I understand that:

 

• If a court subpoenas my records, Self Reflections must comply

• My clinician may seek legal advice before releasing information

• I may not be notified if the subpoena prohibits disclosure

• For family law matters, only authorised and relevant information may be released

• Fees apply for time spent preparing files or attending court

 

Transferring Records to Another Provider

 

If I move to another clinician or service:

 

• I may request a transfer of relevant information

• Transfers require written consent

• Only information relevant to ongoing care will be released

• Transfers may take up to 30 days

• Fees may apply for preparing copies or summaries

 

Withdrawal of Consent vs. Record Retention

 

I understand that:

 

• I may withdraw consent for information sharing at any time

• Withdrawing consent does not erase my record

• By law, Self Reflections must retain records after closure of file or withdrawal of consent

  • for 7 years from the last session, or

  • until a minor turns 25 years old

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By engaging with services at Self Reflections, you confirm that you have read, understood and consent to the Access To Your Records Policy outlined above.

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MANDATORY REPORTING & DUTY OF CARE

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Self Reflections clinicians have legal, ethical and professional obligations to keep clients and the community safe.

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This section explains when confidentiality must be broken and what “duty of care” means in practice.

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What Duty of Care Means

 

I understand that all Self Reflections clinicians have a duty of care, which means:

 

• they must take reasonable steps to prevent harm

• they must act when there is a serious or foreseeable risk

• they may need to contact supports, emergency services or other professionals in certain situations

• safety overrides confidentiality

 

Mandatory Reporting Responsibilities

 

I understand that my clinician is legally required to report certain concerns, including:

 

Child Protection

 

If there are concerns about:

 

• abuse

• neglect

• exposure to domestic violence

• significant risk of harm

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involving anyone under 18 years old, a report must be made to NSW Department of Communities and Justice (DCJ).

 

Immediate or Serious Risk

 

If I disclose:

 

• an intention to harm myself

• an intention to harm someone else

• access to means or a clear, specific plan

• a situation where someone is in immediate danger

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my clinician must act to keep me or others safe.

 

Serious Criminal Offences

 

If I disclose information about a serious indictable offence, the clinician may be required to notify authorities.

 

When Confidentiality Must Be Broken

 

I understand that information may be disclosed without my consent when:

 

• I am at immediate or serious risk of self-harm

• I pose a serious risk to someone else

• a child is at risk of harm

• a vulnerable person is at significant risk

• ordered by a court or subpoena

• required by law or public safety obligations

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This will occur even if I do not agree.

 

Where possible, my clinician will discuss this with me first, unless doing so increases risk.

 

Safety Planning & Emergency Contacts

 

I understand that:

 

• I may be asked to provide an emergency contact

• This person may be contacted only if I am at immediate risk and cannot ensure my own safety

• My clinician may work with me to create a safety plan

• Crisis services may be recommended if required

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Emergency contacts may include:

 

• NSW Ambulance: 000

• Mental Health Line: 1800 011 511

• Lifeline: 13 11 14

 

My Responsibilities in Safety & Risk Situations

 

I understand that I am expected to:

 

• be honest about safety concerns or suicidal thoughts

• follow any agreed safety plans

• seek emergency help if at immediate risk

• let my clinician know if things worsen between sessions

• use appropriate crisis services rather than social media or email

 

Refusal of Care, Pausing Therapy or Referral Elsewhere

 

I understand that:

 

• Self Reflections may temporarily pause or discontinue therapy if risk cannot be safely managed

• I may be referred to more intensive or appropriate services if needed 

• This is done to ensure my safety and in accordance with duty-of-care law

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​By engaging in services at Self Reflections, you confirm that you have read, understood and consent to the Mandatory Reporting & Duty of Care Policy outlined above.

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COMPLAINTS & FEEDBACK 

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Self Reflections welcomes feedback.

 

Your experience matters, and we are committed to providing a safe environment where you can raise concerns without fear of judgement, retaliation or any impact on your care.

 

This section explains how you can share feedback, how complaints are managed, and what external options are available to you.

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Providing Feedback

 

You have the right to offer feedback at any time, including:

 

• general suggestions

• positive experiences

• discomfort or concerns

• requests for improvements

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You may provide feedback:

 

• in session directly to your clinician

• to our admin team

• through our secure online feedback form (via our website)

• via email to the Clinic Director

• anonymously if preferred

 

Making a Complaint

 

If something does not feel right, you are encouraged to raise it.

 

Complaints are taken seriously, handled promptly, and managed respectfully.

 

You can make a complaint:

 

• directly to your clinician

• to our administration team

• to the Clinic Director (confidential review)

• through our website via the “Feedback & Concerns” form

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Your complaint will:

 

• be acknowledged

• be reviewed sensitively and respectfully

• not affect your ability to access care

• not be shared with others without your consent (except where legally required)

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If the concern involves your clinician, the Director will handle the matter directly to maintain fairness and minimise conflict of interest.

 

If You Feel Unsafe, Misunderstood, or Need a New Clinician

 

You may request:

 

• a change of clinician

• a pause in therapy

• referral to another practitioner or service

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This will be respected without judgement.

 

You will never be asked to confront your clinician directly if that feels unsafe; the Director or admin team can facilitate the transition quietly and professionally.

 

External Complaint Pathways

 

If you feel your complaint cannot be resolved within the practice, or if it involves serious professional concerns, you may contact:

 

• NSW Health Care Complaints Commission (HCCC)
  Handles concerns about health services and practitioners.
  Website: www.hccc.nsw.gov.au
  Phone: 1800 043 159

• Australian Health Practitioner Regulation Agency (AHPRA)
  Handles notifications about registered psychologists.
  Website: www.ahpra.gov.au
  Phone: 1300 419 495

• NDIS Quality & Safeguards Commission
  (If your services relate to NDIS funding)
  Phone: 1800 035 544

• Dietitians Australia - Complaints & Conduct
  Website: www.dietitiansaustralia.org.au
  Email: complaints@dietitiansaustralia.org.au

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Self Reflections will fully cooperate with any external review.

 

Support During Complaints

 

You may bring a support person to any meeting or discussion.

 

You may also have someone assist you with writing or submitting a complaint if needed.

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​By continuing to engage with Self Reflections’ services, including attending appointments, communicating with clinicians, or participating in programs, you acknowledge that you have read, understood, and consent to the nature of services offered and the policies that support them.