Welcome to Telehealth Counselling Australia. These Terms and Conditions outline the rules and
guidelines for the use of our services. By engaging in our telehealth counselling services, you agree
to comply with these terms. Please read them carefully.
1. Definitions
1.1 1.2 1.3 1.4 1.5 1.6 1.7 Service, appointment or session means telehealth counselling services provided via video,
audio, telephone, or secure messaging platforms.
Practitioner means a registered or appropriately qualified mental health professional engaged by
Telehealth Counselling Australia.
Client means the individual receiving the Service.
Platform means the technology and communication systems used to deliver the Service (e.g.,
Cliniko).
Booking System means Cliniko used to schedule, reschedule, or cancel
appointments.
Fees means the charges for the Service as set out in the Fee Schedule or during booking.
Emergency means a situation involving imminent risk of serious harm to the Client or another
person.
2. Provider Identity and Contact
2.1 2.2 2.3 Provider: Telehealth Counselling Australia, ABN 69 136 955 011, principal place of business PO
Box 967, Hervey Bay, QLD, 4655, email: reception@telehealthcounselling.com.au, phone: 1800
646 338.
Professional Registration: Counsellor registered with ACA, Registration No. 25623, Counsellor
registered with PACFA, Registration No. 32273.
Complaints: See clause 16 and the Privacy Policy.
3. Scope of Services
3.1 The Service consists of talk-therapy and related counselling delivered by telehealth. It is not a
3.2 3.3 3.4 3.5 crisis service.
Telehealth suitability is assessed by the Practitioner. Where telehealth is not clinically
appropriate, alternatives or referrals may be suggested.
The Service does not provide diagnosis, prescribing, medico-legal opinions, or reports unless
expressly agreed in writing.
Any letters, reports, or forms are subject to separate Fees and timeframes.
Clients may be asked to complete an online DASS21 assessment prior to each session. These
assessments should take less than 5 minutes to complete and are strictly confidential. They
allow the counsellor to prepare for your appointment and assist in the counselling process.
Please talk to your counsellor if you would like more information or if you have any concerns
regarding these assessments.
4. Client Eligibility and Location
4.1 4.2 4.3 Clients must be located in Australia at the time of the session unless otherwise agreed and
lawful.
Clients must disclose their physical location and a contact number at the start of each session
for safety and emergency purposes.
Clients under 18 require parental/guardian consent unless otherwise permitted by law and
clinical assessment of capacity.
5. Consent to Telehealth
5.1 By booking or attending a session, the Client consents to receive counselling via telehealth and
acknowledges:
• potential limitations of telehealth (e.g., non-verbal cues, connectivity issues);
• risks to privacy and confidentiality inherent in electronic communications;
• the use of NovoPsych for note-taking purposes;
• the need for a private, quiet space and a reliable internet/phone connection; and
• the possibility that the Practitioner may discontinue a session if privacy, safety, or technology
is inadequate.
5.2 The Client may withdraw consent at any time, subject to cancellation terms.
6. Client Responsibilities
6.1 Provide accurate information, including medical, mental health, and medication history relevant
6.2 6.3 6.4 6.5 6.6 to treatment.
Attend sessions on time, with appropriate technology, in a private setting, and refrain from
recording sessions without written consent. Unauthorised recording may lead to the termination
of services.
Inform the Practitioner of any change in symptoms, risk, or circumstances.
Comply with lawful directions for safety, including emergency planning.
Not use the Service for unlawful purposes or while intoxicated or under the influence of
any illicit substances.
Ensure appropriate clothing, language and behaviour at all times during the session.
7. Appointments, Cancellations, and No-Shows
7.1 Booking: Appointments are made via the Booking System or by contacting
reception@telehealthcounselling.com.au.
7.2 Appointments can be scheduled via our online booking system. Confirmation of your
appointment will be sent via email or SMS.
7.3 Confirmation: Bookings are confirmed upon receipt of confirmation notice and, where
applicable, pre-payment details.
7.4 Rescheduling/Cancellation:
• A minimum notice of 48 hours prior to the scheduled appointment time is required for an
appointment to be rescheduled. Please note Telehealth Counselling Australia does not provide a
refund of fees for any sessions.
• If notice is given to cancel an appointment within 48 hours of the scheduled appointment time,
there will be no refund of the session fee and no option to reschedule. However, due to
unforeseen circumstances or emergencies, an appointment reschedule option is at the discretion
of the practioner at that time.
• A No-show or arrival >15 minutes late: 100% of the Fee is charged and the session may be
cancelled at the discretion of the practioner.
7.4 Technology Failures: If the connection fails, the Practitioner will attempt to reconnect or continue
by telephone. If the session cannot proceed, the appointment may be rescheduled at no
additional fee at the Practitioner’s discretion.
8. Fees, Billing, and Rebates
8.1 8.2 8.3 8.4 8.5 Fees are set out at booking and may change on reasonable notice.
Payment is due on booking via accepted online payment
method.
Eligible NDIS Participants will receive an invoice following their scheduled session with payment
due within seven (7) days. In the event of late payments, a reminder will be sent to the
client. If payment is not received within seven days, services may be suspended until
the account is settled.
Medicare/Private Health: Eligibility is subject to program rules (e.g., Mental Health Treatment
Plan referrals) and the Client’s circumstances. Any gap fees are payable by the Client.
Debt Recovery: Overdue amounts may accrue interest at 5% per month and reasonable
recovery costs.
9. Confidentiality and Mandatory Disclosures
9.1 9.2 9.3 The Practitioner upholds confidentiality in accordance with professional obligations and law.
Information may be disclosed without consent where required or authorised by law, including if:
• there is a serious risk of harm to the Client or others;
• there is suspected abuse or neglect of a child or vulnerable person;
• responding to a court order, subpoena, or lawful direction; or
• as otherwise required under the National Law or other applicable legislation.
With consent, information may be shared with referrers, GPs, or other health providers.
10. Records and Communications
10.1 Clinical records are maintained in accordance with professional standards and the APPs.
10.2 Electronic communications may not be fully secure. Encrypted platforms are used where
practicable.
10.3 The Client consents to appointment reminders and administrative communications by
email/SMS. Opt-out is available.
11. Emergencies and Crisis Situations
11.1 The Service does not provide emergency response. In an emergency, call 000 or attend the
nearest hospital.
11.2 The Client agrees to provide an emergency contact and local address each session.
11.3 The Practitioner may contact emergency services or nominated contacts if there is concern
for safety.
12. Technology, Security, and Acceptable Use
12.1 The Platform will be selected for security and clinical suitability; however, platform providers
are third parties.
12.2 The Client must keep devices/software updated and use secure networks.
12.3 The Client must not engage in abusive, discriminatory, or unlawful conduct. The Provider
may terminate a session or the Service for breach.
13. Intellectual Property
Materials provided (e.g., worksheets, programs) are for personal use only and may not be
reproduced or distributed without written consent.
14. Complaints and Feedback
14.1 14.2 Complaints may be made to reception@telehealthcounselling.com.au.
If unresolved, Clients may contact:
• Office of the Health Ombudsman (Queensland): www.oho.qld.gov.au;
• AHPRA (for registered practitioners): www.ahpra.gov.au;
• OAIC (privacy complaints): www.oaic.gov.au.
14.3 The Provider will manage complaints in accordance with its complaints policy.
15. Limitation of Liability
15.1 To the maximum extent permitted by law, liability is limited to re-supply of the Service or the
cost of re-supply, unless otherwise required by the Australian Consumer Law.
15.2 Nothing in these Terms excludes statutory guarantees that cannot lawfully be excluded.
16. Termination
16.1 The Client may terminate ongoing services on written notice, subject to outstanding Fees.
16.2 The Provider may terminate where clinically inappropriate to continue, for safety concerns,
non-payment, or material breach, with reasonable notice and referrals where appropriate.
17. Changes to Terms
17.1 These Terms may be updated from time to time. The current version will be available at
https://www.telehealthcounselling.com.au. Continued use of the Service constitutes acceptance.
18. Governing Law and Jurisdiction
These Terms are governed by the laws of Queensland, Australia. The parties submit to the
non-exclusive jurisdiction of the courts of Queensland.
19. Contact Details
For queries about these Terms: reception@telehealthcounselling.com.au, 1800 646 338, PO
Box 967, Hervey Bay, QLD 4655.