Our Policies

We are committed to providing transparent and confidential service to our clients.

Session and Fee Policy

Individual Counselling (50 mins):

• Private pay: $198 (incl. GST)

• Medicare (with valid MHCP): $180, with a rebate of $87.25 → Out-of-pocket: $92.75

• Full payment required upfront; rebate processed after session. A valid MHCP from a GP or psychiatrist is needed.

• Couples Counselling (50 mins):$220 (not eligible for Medicare rebate)

Additional services such as extended phone consultations over 15 minutes, letters, or reports incurs extra charges.

Medicare and Private Health Insurance Policy

Eligible clients can access Medicare rebates of $87.25 per session for up to 10 sessions per calendar year through a valid Mental Health Care Plan (MHCP). This plan must be provided by a General Practitioner (GP) or psychiatrist. For private health, please contact your insurer to check your eligibility and entitlements.

Please note:

• Clients must pay the full session fee upfront.

• Medicare rebates can only be claimed after each consultation is completed.

• While some private health insurers may offer coverage, you cannot claim both a Medicare rebate and a private health rebate for the same session.

Victim Services Payment Policy

For clients accessing support through NSW and ACT Victim Services, all counselling fees are directly billed to the respective services, ensuring a seamless, cost-free experience for those seeking support.

Cancellation Policy

Cancellations within 24 hrs of the scheduled appointment time may incur 70 percent of the fee. Missed appointments without prior notice will incur the full fee. Please note that Medicare rebates are not available for missed sessions. For illness-related cancellations, we encourage utilizing our Telehealth options to maintain continuity of care. If due to emergency or unforeseen circumstances, please contact us as soon as you can. Exceptions to this Policy would be considered based on each case.

Waitlist Policy

Our waitlist system prioritizes returning clients while ensuring fair access to new clients. Your position on the waitlist is determined by the date and time of your completed registration. We always endeavour to accommodate all clients promptly while maintaining high-quality care standards.

COVID-19 Policy

Our practice adheres to current government guidelines regarding COVID-19 safety protocols. Clients experiencing symptoms must convert their session to Telehealth or reschedule under our cancellation policy guidelines.

Privacy Policy

Flourish Tree Wellbeing is committed to protecting your privacy and ensuring the confidentiality of your personal information. This Privacy Policy outlines how we collect, use, store, and protect your data in accordance with the Australian Privacy Principles under the Privacy Act 1988.

1. Information We Collect

Personal details, such as name, contact information, and date of birth.
Health information, including mental health history and session notes.
Payment details for processing transactions.
Data collected through enquiries made via our website, phone, or email.

2. Use of Information

We use your information to:

Maintain accurate client records.
To provide psychological counselling services, including assessment, diagnosis, and treatment.
To communicate with you regarding appointments or follow-up care.
To manage billing and administration processes.
To comply with legal, regulatory, and professional obligations.

3. Data Protection

our data is securely stored and protected against unauthorized access. Only authorized personnel can access client information.

Your personal information will not be disclosed to third parties without your consent, except in the following circumstances:

If required by law (e.g., if you reported harm or risk to yourself or others, or Mandatory reporting of child abuse or neglect).
When sharing information with other health professionals necessary for your care and you have provided consent.
In rare circumstances where a court subpoena or legal request mandates disclosure.

4. Access and Correction

ou have the right to access and correct your personal information. Please contact us at Chioma@Flourishtreewellbeing.com.au or 0478288845 for any requests.

5. Storage and Security of Information

We take all reasonable steps to ensure your personal information is

stored securely, whether in electronic or physical formats. This includes:

Encryption and password protection for electronic records.
Secure storage for physical records.
Limiting access to authorised personnel only.
Using Halaxy a secure practice management system, to store and manage your information. Halaxy complies with Australian privacy standards and employs strong security measures to protect your data.

We retain records for a minimum of 7 years, after which they are securely destroyed.

Informed Consent Policy

Flourish Tree Wellbeing requires informed consent from clients before commencing services. This policy ensures you understand the nature of our services and your rights.

1. Consent to Services by attending sessions, you consent to:

Engaging in counselling or support services.
Sharing necessary personal information.

2. Voluntary Participation

Participation in counselling is voluntary.

You may withdraw consent at any time by notifying us.

NDIS Participant Policy

Flourish Tree Wellbeing is committed to supporting NDIS participants by providing quality services in line with NDIS standards.

1. Participant Rights NDIS participants have the right to:

Respectful and inclusive services.
Access supports tailored to their individual goals.
Provide feedback or make complaints without fear of retribution.

2. Responsibilities NDIS participants are responsible for:

Attending scheduled appointments or providing notice of cancellation.
Providing accurate and up-to-date information about their plan and goals.

3. Service Agreements All services provided under the NDIS will be outlined in a Service Agreement, detailing roles, responsibilities, and terms of service.

Telehealth Policy

Flourish Tree Wellbeing offers telehealth services to support clients who may prefer or require remote sessions.

1. Privacy

Telehealth sessions are conducted on secure platforms to protect your confidentiality. Clients are encouraged to choose a private and quiet space for their sessions.

2. Technical Requirements

Clients should ensure access to a stable internet connection and a device capable of video or phone communication.

3. Emergency Support Telehealth is not suitable for crisis situations. If you are in distress, please contact emergency services or a crisis hotline immediately.

For questions about telehealth, contact us.

Complaints and Feedback Policy

Flourish Tree Wellbeing values client feedback to improve our services. We are committed to addressing complaints promptly and respectfully.

1. Providing Feedback Clients can provide feedback verbally during sessions, via email, or call 0478288845.

2. Lodging a Complaint Complaints can be made directly to Chioma@Flourishtreewellbeing.com.au or by calling 0478288845. Complaints will be acknowledged within 3 business days and resolved promptly.

3. External Escalation If a complaint cannot be resolved internally, clients may escalate it to the Australian Association of Social Workers (AASW) or other relevant bodies.

Accessibility and Inclusivity Statement

Flourish Tree Wellbeing is committed to creating an inclusive and accessible environment for all clients.

1. Accessibility We provide:

Wheelchair-accessible facilities.
Telehealth options for clients unable to attend in person.

2. Inclusivity

We respect and celebrate diversity. Our services are inclusive of all cultural backgrounds, sexual orientations, genders, and abilities. Translators or interpreters can be arranged upon request.

Crisis Support Disclaimer

Flourish Tree Wellbeing does not provide crisis or emergency services. If you are in immediate danger or require urgent assistance, please contact: