Terms of Service

Click here to download a PDF version of our Service Agreement (Full Version)

Click here to download a PDF version of our Easy Read Service Agreement

Service Agreement (Full Version)

Welcome & Overview
Welcome to The Psychology Hub (TPH).

We are committed to providing safe, respectful and culturally responsive care.

As a client of TPH, you have the right to:

be treated with dignity and respect
receive clear information about your care
ask questions at any time
request a second opinion
involve a support person if you wish

All clinicians at TPH follow the ethical codes, professional standards and registration requirements of their discipline — including the APS Code of Ethics and Ahpra Psychology Board Code of Conduct (for Psychologists), the AASW Code of Ethics (for Social Workers), the ANZACATA Code of Ethics (for Art Therapists), and the ACA or PACFA Codes of Ethics (for Counsellors) — as well as all relevant Australian legislation..

This agreement outlines what to expect, your rights, and how we work together.

Confidentiality & Privacy

All information shared in your treatment is confidential and secure, except when:

1. It is subpoenaed by a court;

2. Disclosure is required to protect you, a child, or another person from serious harm;

3. You provide prior approval for us to:

(a) write a report to another professional or agency (e.g., lawyer, school, employer);

(b) discuss information with someone involved in your care (e.g., parent, GP,
educator, NDIA/NDIS, WorkCover).

For Medicare, WorkCover and CTP services: documentation to the referer is mandatory under these funding conditions.

De-identified information

TPH and our technology providers may use de-identified (non-identifiable) information for quality improvement, auditing, service development, or health research. No identifiable personal information is used.

Information Security & Access

We collect personal information to provide safe and effective care. All session notes and communications related to your treatment are part of your confidential clinical record.

How your records are stored

Records are securely stored in Halaxy, our encrypted clinical software.
Only authorised staff can access your file for clinical or essential administrative purposes.

Your right to access your records

You may request access to your records (with some exceptions where required by privacy, legal or child-safety considerations).

Requests must be made in writing, and an administrative fee may apply.

Corrections

If information in your record is inaccurate, you can request a correction in writing.

How long we keep your information

Adults: records are kept for 7 years after your final appointment.
Children: records are kept until age 25.

If your clinician leaves or the practice closes, records remain securely stored for the required period.

Professional Supervision (De-identified & Confidential)

To ensure safe, ethical and high-quality care, all TPH clinicians participate in regular professional supervision.

Supervision helps your clinician stay up to date, reflect on practice, and maintain high clinical standards.

In supervision:

your case may be discussed in a fully de-identified way
your name and any identifying details are not shared
supervisors are bound by the same confidentiality and ethical standards as your clinician

Supervision is a normal part of professional practice across psychology, counselling, social work and art therapy.

Access by the Practice Director

To ensure the safety, quality and continuity of your care, the Practice Director and authorised senior staff (such as our Practice Manager) have secure access to client records.

This access is used only when necessary, such as for:

quality assurance or clinical governance
supporting your clinician (e.g., illness, leave, or staff changes)
assisting with complaints, incidents or risk management
resolving administrative or technical issues
providing records to you upon request
ensuring clinicians meet documentation requirements

We do not read client records for any other purpose.

All staff with access are bound by strict confidentiality, privacy law, and the ethical codes relevant to their profession (e.g., psychology, counselling, social work, art therapy), as well as Ahpra requirements where applicable.

Informed Consent

Before and during your treatment, we want you to feel informed, comfortable and in control of your care.

You have the right to:

understand your treatment, including the purpose, benefits and possible risks
ask questions at any time
take things at your own pace
request a second opinion or discuss alternative options
involve a support person in appointments if you wish
stop, pause or change treatment at any time

Your clinician will explain:

what to expect in therapy
the approaches they may use
any limits or risks (e.g., emotional discomfort when discussing difficult topics)
if a particular treatment may not be suitable for you

We will always respect your preferences, cultural needs, communication style and personal boundaries.

Your Responsibilities as a Client

To help us provide the best possible care, we ask that you:

1. Attend appointments

Please attend your scheduled appointments and be on time.
Appointment reminders (SMS/email) are provided as a courtesy only.
It is your responsibility to remember your appointment, even if a reminder is not received.
If you prefer reminders at specific times, or via SMS only, email only, or both, please let us know and we can personalise this for you.
If your session is by phone, we will call you twice. If you do not answer after two attempts, the appointment will be marked as a no-show and charged accordingly.
If you are late, the session will still finish at the scheduled time.

2. Provide accurate information

Be honest and open with your clinician.
Tell us if anything changes that may affect your care (e.g., medication, safety concerns, contact details, custody arrangements).

3. Respectful communication

Please treat all staff with courtesy and respect.
Threatening, abusive or unsafe behaviour may result in services being discontinued.

4. Fees and payment

Fees must be paid at the appointment or via the payment method on file.
If your funder (Medicare, NDIS, WorkCover, other insurance) does not pay, you are personally responsible for the fee.
Cancellation and DNA fees apply as per our policy.

5. Keep your contact details updated

Please ensure your email, phone number and emergency contact remain current.

6. Notify us if you cannot attend

Let us know as early as possible if you need to cancel or reschedule.
Our cancellation policy applies to late changes and missed appointments.

7. Use services appropriately

Therapy is a shared process.
Please discuss any concerns early so we can adjust the approach where needed.

Practitioner Role, Scope & Cultural Safety

All clinicians at The Psychology Hub (TPH) are qualified, registered, and insured. We are committed to providing safe, ethical and culturally responsive care.

Our role is to:

provide evidence-based psychological, therapeutic or counselling support (depending on their profession and scope)
work within our professional scope, training and experience
explain your treatment options and what to expect
maintain professional boundaries at all times
ensure your care is safe, respectful and aligned with ethical standards
refer you to other professionals if your needs fall outside our scope

You can verify your clinician’s registration or membership with their professional body (e.g., Ahpra, AASW, ANZACATA, PACFA/ACA)

Culturally safe care

We aim to provide care that is culturally safe for all clients.

We recognise the unique needs of Aboriginal and Torres Strait Islander peoples, and people from culturally, linguistically and spiritually diverse backgrounds.

Please let us know any cultural, spiritual, communication or accessibility needs so we can support you respectfully.

What we do not provide

Unless specifically arranged and quoted, TPH clinicians do not provide:

medico-legal assessments
court reports
assessments for legal proceedings
capacity reports for tribunals
letters of support for purposes outside our scope

If you require one of these, we will discuss this with you and refer you to an appropriate provider.

Boundaries and professionalism

Your clinician will not:

engage in dual relationships
connect with you via social media
provide therapy outside agreed platforms (e.g., via personal messaging apps)
continue therapy where a conflict of interest exists

This ensures your therapy remains safe, professional and focused on your care.

AI Scribe (Optional & Secure)

Your clinician may use an AI-assisted clinical scribe during your session to help create accurate clinical notes. This allows your clinician to be more present and focused while still ensuring your record is complete.

The AI system is secure and encrypted.
No audio or video is permanently stored.
Only your clinician and authorised senior staff can access the written notes.
You can opt out at any time—just let your clinician know.

Using an AI scribe is optional and will not affect the quality of your care.

Fees, Payments & Funding

Service Fees

Fees are payable at the time of your appointment, either using automatic payments or at the end of the session.

Accepted payments include: credit/debit card, cash, PayPal, BPAY or automatic debit via Halaxy.

Full Fee Schedule

A complete list of fees, including assessment and report pricing, is available on our website: www.thepsychologyhub.com.au/fees

Fees update periodically; the current fees are always displayed via our website.

NDIS Payments

Self-managed or Nominee-managed: fees are payable at the time of the appointment.
Plan-managed or Agency-managed: invoices are sent to your Plan Manager and must be settled within 7 days.

If your NDIS Plan does not have enough funds, you are personally responsible for payment.

Personal Liability

If Medicare, NDIS, WorkCover or any other third-party funder does not pay, you are personally responsible for the full fee.

Debt collection services may be used for unpaid fees.

Halaxy Processing Fees

By receiving services at TPH, you agree to cover any Halaxy payment processing fees applied to your credit/debit card (these fees do not apply to NDIS participants).

Medicare Rebates

You must pay the full fee upfront.

If eligible, Medicare will reimburse a partial rebate into your bank account. Rebate amounts vary depending on the referral type and service.

We do not bulk bill.

Online Medicare Rebates (Instant Claiming)

If eligible, we can process your Medicare rebate online through Halaxy so you don’t need to visit Medicare

You can check which bank account your rebate will go to via your myGov account.

Complaints

You can make a complaint to any staff member in person, by phone or by email.

Our complaints procedure is available on request and on our website.

NDIS participants may also contact the NDIS Quality & Safeguards Commission.

Concerns about professional conduct may be raised with the appropriate regulatory or professional body for your clinician’s discipline — for example, Ahpra or the Office of the Health Ombudsman (Qld) for psychologists, the Australian Association of Social Workers (AASW) for social workers, ANZACATA for art therapists, and PACFA or the ACA for counsellors.

Easy Read Documents

We provide a range of easy-read documents on our website including privacy information, decisionmaking supports, consent, feedback, and complaints forms.

Advocates

You are welcome to use an advocate to support you. Please let us know if someone is authorised to speak on your behalf.

NDIS Exit Process

You can end this agreement with 4 weeks’ notice.

We will offer:

an exit interview
a satisfaction survey
handover to another provider
a treatment summary (if needed)

NDIS Transition Plan

If you move to another practitioner within TPH, or leave our service, your practitioner will offer to complete a transition plan (billed to your NDIS Plan).

Support Plan (NDIS)

NDIS participants or parents are required to complete an annual support plan as part of clinical care (billed to your NDIS Plan).

NDIS Audit

As an NDIS provider, we undergo regular independent audits which may involve participant records or feedback.

Changes to This Agreement

Any changes must be agreed to in writing.

A new agreement is usually requested every 12 months or sooner if needed.

Cancellation, No-Show & Reschedule Policy

We reserve your appointment time just for you.

To maintain fairness for all clients and ensure our clinicians’ time is respected, the following policy applies:

Notice Period

A minimum of 2 business days’ notice is required for any cancellation, reschedule, or late change. Business days are Monday–Friday (excluding public holidays).

Weekend days are not counted toward notice.

Cancellation Fees

The following fees apply to late cancellations, late reschedules, missed appointments and no-shows:

Non-NDIS Clients

Less than 2 business days’ notice: $145 cancellation fee
No-show: full session fee
If we are able to fill your appointment, no fee will be charged

NDIS Participants

NDIS participants are charged in accordance with the NDIS Pricing Arrangements:

Less than 2 business days’ notice: 100% of the session fee
No-show: 100% of the session fee Charges are claimed from your NDIS plan (or your card on file if self-managed)

Lateness & No-Shows
Online Sessions

If you are more than 15 minutes late, your clinician will end the session
This will be charged as a no-show

Phone Sessions

We will call you twice
If you do not answer both attempts, the session will be marked as a no-show and full fees apply

In-Person Sessions

If you arrive late, the session will still finish at the scheduled time
If you do not arrive, this is a no-show

Reminders

SMS and email reminders are provided as a courtesy only.

It is your responsibility to remember your appointment.

We can customise reminders if requested.

How to Cancel

You can cancel by:

Phone: 1300 3666 14 (Reception hours: Mon–Thu 7:30am–7:30pm, Fri until 7pm, Sat 8am–1pm AEDT)
Replying NO to your SMS reminder
Using the appointment link in your confirmation email
Emailing: info@thepsychologyhub.com.au
Emailing your clinician directly

Why We Charge Cancellation Fees

Late cancellations and no-shows:

prevent other clients from accessing support
directly affect clinicians (contractors are unpaid for missed sessions)
impact business costs that cannot be recovered

Fees ensure that your clinician’s time, expertise and preparation are respected.

Telehealth Consent

You may choose to receive your sessions by telehealth, which includes video or telephone. Telehealth is used for the same purposes as in-clinic sessions and follows the same professional and privacy standards.

Telehealth (Video via Coviu)

We use Coviu, an Australian telehealth platform that is private, secure and compliant with Australian privacy and health data legislation.

Coviu does not record or store audio, video or files after your session.
No special software or accounts are required — you simply click the link provided.
All information shared during the session is encrypted and remains between the call participants.
You will receive your video link via SMS and/or email before your appointment.
Please enter the virtual waiting room on time.

Your Rights with Telehealth

You can withdraw from telehealth at any time without affecting your future care.
You may choose a different mode of therapy (video, phone, or in-clinic) with notice to your clinician.
Risks of telehealth may include technical issues, network disruptions or someone entering your space unexpectedly.
Please ensure you are in a private, safe and confidential location for your appointment.

If you do not wish to use telehealth at any point in your care, please tell your clinician

Working With Children & Young People (Under 18) & Parent/Guardian Consent

This section applies when a young person (under 18 years) receives care. If you are an adult client, please write N/A in the signatory box.

Definitions

Young person: Anyone under 18 years old receiving support.
Parent / caregiver / legal guardian: The person legally responsible for the young person and who authorises treatment.

Confidentiality With Young People

When working with young people, therapists must follow both legal and ethical requirements.

Young people have the right to privacy and confidentiality in therapy.
We cannot share personal information, session details, or disclosures with a parent or caregiver unless:

1. The young person consents, or

2. The young person is not developmentally able to understand confidentiality, or

3. There is a risk of harm to the young person or another person, or

4. Information is legally required to be shared (e.g., child protection, court orders).

This aligns with the ethical and legal requirements of Ahpra, APS, AASW, ANZACATA, ACA/PACFA, relevant child-safety legislation, and the ‘mature minor’/Gillick competence principles.

We will always encourage safe communication between young people and their families where appropriate.

Parent/Guardian Presence at Appointments

By signing this section, you give permission for your child to attend appointments:

With or without your presence, depending on clinical needs.
You agree to remain contactable by phone or email during all sessions.
You understand that you may be asked to join the session when appropriate.

What Parents/Guardians Can Expect

Parents and caregivers can expect to receive information about:

general progress
attendance
safety concerns
important treatment recommendations
administrative matters (scheduling, fees, NDIS requirements, etc.)

However, therapists cannot share private details from the young person’s sessions without consent unless required for safety.

Young Person’s Rights

Young people have the right to:

attend sessions privately
have their confidentiality respected
be involved in decisions about their care
ask for a support person if they choose
express concerns safely
request limits on what is shared with parents (unless safety is involved)

Separated Parents, Consent & Communication

If parents are separated, divorced or share parental responsibility, it is the responsibility of the parent engaging our services to ensure that all other legal guardians are aware of, and consent to, the young person receiving therapy.

The Psychology Hub (TPH):

does not mediate parental disagreements
requires all parents with legal parental responsibility to consent to services
must be informed in writing of any Court Orders (parenting orders, DVOs, safety plans, custody arrangements)
cannot withhold information from a legal guardian unless legally required (e.g., DVO conditions)

If parents disagree about treatment:

We may pause services until consent or clarity is obtained
We may request copies of Court Orders or written agreements between parents
We will prioritise the young person’s safety and stability

The parent signing this agreement confirms that they have the authority to consent to therapy and that no orders prevent the young person from accessing treatment.

Practitioner Solicitation, Boundaries & Continuity of Care

All clinicians at TPH operate under strict ethical and professional boundaries. To maintain continuity of care and protect client privacy:

Clinicians must not solicit, encourage, or request that clients follow them to another service or private practice.
Clinicians may not provide personal contact details or invite clients to search for them online or on social media.
Clients must not be approached or enticed to transfer care following a clinician’s departure from TPH.
Any request by a client to transfer to a departing practitioner must be initiated solely by the client, not the practitioner.
All transfer-of-care requests must be processed formally through TPH to ensure safe file management and continuity of care.

If a clinician leaves TPH:

Your records remain securely stored with TPH.
TPH will support continuity of care and offer alternative clinicians.
Records are only transferred at the written request of the client or legal guardian.

Independent Practitioner Status

The Psychology Hub (TPH) operates on a model of independent practitioners. Each clinician is an independent contractor who provides professional services within our practice.

What this means for you

Your clinician is responsible for your assessment, therapy, clinical decisions, documentation, and professional conduct.
Each clinician is independently registered or accredited with the appropriate professional body for their discipline (e.g., Ahpra, AASW, ANZACATA, PACFA/ACA), is professionally insured, and operates under their own regulatory, ethical and professional obligations.
Independent practitioners set their own fees for the services they provide.
TPH manages bookings, payments, policies, governance and secure record-keeping to support safe and consistent care.

Cancellation Fees & Practitioner Discretion

TPH has a strict cancellation and no-show policy (see Section 7).

Independent practitioners agree to follow this policy; however, as contractors, the final decision to apply, waive or adjust cancellation fees remains at the discretion of the treating practitioner.

Discretion is used sparingly and only in exceptional circumstances.
Clients should not expect cancellation fees to be routinely waived.

Digital Communication, Email, SMS & Social Media Boundaries

We use digital communication to support your care, however we have strict boundaries to ensure privacy, safety, and professional conduct.

13.1 Email & SMS Communication

Email and SMS are used for:

appointment confirmations and reminders
sending invoices or receipts
administrative communication
sending telehealth links
brief, non-clinical instructions from your clinician

Emails and SMS are not suitable for:

therapy discussions
crisis communication
urgent concerns
providing updates outside sessions
lengthy clinical questions
sharing sensitive personal information

Your clinician may request that clinical matters be discussed in session only.

TPH takes all reasonable steps to protect privacy, but digital communication carries risks (misdelivery, interception, delays)

By using email/SMS, you accept these risks.

13.2 Response Times

We do not offer on-demand communication outside sessions.

Emails and SMS may take 1–3 business days to be read and responded to.
Clinicians may not check their messages daily or outside business hours.
For urgent needs, please use emergency services (see Section 14).

If your matter is time-sensitive, please call reception on 1300 3666 14 rather than emailing.

13.3 Social Media & Online Boundaries

To protect your confidentiality and maintain ethical boundaries:

Clinicians cannot add, follow, or interact with clients on social media.
Clinicians will not accept friend requests or direct messages.
Clients should not contact clinicians through social media platforms.
Reviews or public comments may reveal your identity; we cannot respond to them due to confidentiality laws.

This ensures therapy remains safe, confidential, and professionally boundaried.

13.4 Communication With Minors

For young people under 18:

Direct SMS/email communication with a minor is limited to essential appointment-related communication only.
Clinical communication will occur with the young person in session, not via text.
Parents/legal guardians remain the primary contact for administrative matters.

13.5 Communication Between Sessions

To avoid therapy becoming “text-based” or replacing sessions

Clinicians cannot provide therapy or extended advice via text or email between appointments.
If significant clinical issues arise between sessions, an earlier appointment may be recommended.

13.6 Voicemail

If you reach voicemail:

Please leave a message with your name, number, and reason for calling.
Voicemails are checked during business hours only.
Not all clinicians have same-day capacity to return calls.

13.7 — File Requests & Documentation

Requests for letters, reports, summaries or forms must:

be submitted in writing
be discussed with your treating clinician
may require an appointment or attract additional fees
require up to 20 business days for completion, depending on the complexity of the request, clinician workload and professional obligations

Urgent or time-sensitive documentation may incur additional fees and cannot always be guaranteed.

What TPH is responsible for

Providing the administrative, governance and policy framework
Ensuring all practitioners meet registration and insurance standards
Protecting privacy, records and data security
Maintaining clinical governance and compliance
Providing safe systems, policies and escalation pathways

If your practitioner leaves TPH

Your clinical records remain securely stored with TPH (as required by law).
TPH will support continuity of care by offering alternative clinicians.
A transfer of care to a departing practitioner can only occur when:
- you independently initiate the request, and
- there has been no solicitation or influence by the practitioner, and
- it is clinically appropriate, and
- the transfer is completed formally through TPH.

If your practitioner works elsewhere

Services provided outside TPH (e.g., private practice, another clinic, separate online platform) are separate from TPH.

TPH is not responsible for services delivered outside our practice.

Emergencies, Crisis & After-Hours Support

The Psychology Hub (TPH) is not a crisis or emergency service.

We cannot provide urgent or immediate support outside scheduled appointments.

If you are unsafe or in immediate danger — call 000 immediately.

Crisis support information is available on our website.

Updated After-Hours Contact

After-Hours Contact

Most clinicians work set days only, which are listed at the bottom of their email signature.
Clinicians may not check emails, SMS, voicemail or Halaxy messages on days they do not work.
Messages received outside your clinician’s working days or outside business hours will be responded to during their next scheduled workday
TPH does not provide after-hours, on-call, or same-day urgent appointments.
Email and SMS are not monitored for crisis situations.

If your matter is urgent, please contact one of the crisis supports listed above (or call 000 if you are in immediate danger).

What to Do if You Are Distressed Between Appointments

If significant distress arises between sessions:

contact one of the crisis services listed above, or
contact your GP for immediate support, or
attend your nearest hospital emergency department

Your clinician may arrange an earlier appointment if clinically appropriate and available, but this cannot be guaranteed.

Safety Planning

If you are concerned about your safety, please discuss this with your clinician so that a safety plan can be developed.

This may include coping strategies, crisis contacts, emergency contacts and support options.

Easy Read Service Agreement

Welcome

You will be treated with respect.
You can ask questions anytime.
You can bring a support person.
We follow professional rules to keep you safe.

Your Privacy

Your information is private.
We only share information if: a court orders it, someone is unsafe, or you say it is OK.
If you use Medicare, WorkCover or CTP, we must send updates to your referrer.
We sometimes use non-identifiable (no-name) information to improve our services.

Your Records

Your notes are stored safely in Halaxy.
Only your therapist and authorised senior staff can see them.
You can ask to see your file.
We keep your records for: 7 years (adults) or until age 25 (young people).

Supervision

Your therapist gets support from a supervisor.
Your name is not shared.
Supervision helps your therapist provide safe, good-quality care.

Your Choices

You can say yes or no.
You can stop or change therapy.
You can bring a support person.
We will explain things clearly.

Your Responsibilities

Come to appointments on time.
Tell us early if you need to cancel.
Be respectful to staff.
Pay for your session on the day.
Keep your contact details up to date.
For phone sessions, you must answer the phone. We call twice.

Fees

Fees are paid on the day.
A full fee list is on our website.
You must give 2 business days’ notice to cancel.
Non-NDIS cancellation fee: $145.
NDIS cancellation/no-show fee: 100%.
We do not bulk bill.
Medicare rebates are paid after you pay the full fee.

Telehealth (Video or Phone)

Video is done through Coviu (safe and private).
For phone sessions we call twice.
If you are 15 minutes late, the session is a no-show.
You can choose video, phone, or face-to-face.

Young People (Under 18)

Young people have privacy.
We only share information with parents if: the child says yes, they can’t understand, or there is danger.
Parents get general updates (attendance, safety, progress).
Parents must stay contactable during sessions.

Separated Parents

Both legal guardians must agree to therapy.
Provide us with any Court Orders.
If parents disagree, sessions may pause until things are clear.

Staying With Your Therapist

Therapists must NOT ask you to follow them to another workplace.
Therapists cannot give you personal contact details.
If your therapist leaves, your file stays securely with TPH.
You can choose to move your file if you ask us in writing.

Messages & Social Media

Use email/SMS for admin only.
Not for therapy or crisis help.
Therapists may take 1–3 business days to reply.
Therapists cannot interact with you on social media.

Crisis or After-Hours

We are not a crisis service.
For emergencies, call 000.
More crisis supports are on our website.