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Information, Terms & Conditions

Thank you for accessing our service, provided by experienced consultants and registered psychologists.

Making an Appointment First

Please contact us by email, web or phone to book an appointment before using our Payment Online options. Should you pay upfront before booking an appointment your waiting time may be more than 3-5 days.

Office Hours

Our hours of service are 8.30am to 5.00pm Monday to Friday. After-hours appoints may be arranged upon negotiation. After hours A voice mailbox will record your after hours message, for us to respond to the following day. You may not be able to reach us personally afterhours, so in the case of emergencies, please see next section.

Emergencies

In the case of psychiatric emergencies please consult your doctor and/or attend your local Hospital emergency department. Additionally, Lifeline counseling services offer a 24hour line for assisting those in immediate need. Lifeline Australia Phone: 13 11 14.

Consultation Fees

Counselling and consulting fees will be clarified with you prior to service. Assessment services and organisational consultation services – to be negotiated with you. Based on CPI changes, fees are subject to change at our discretion, however you will be notified of changes.

Bookings and Cancellation Policy

Face-to-face or phone counseling appointment involves the reservation of time specifically for you, therefore a minimum of 24 hours (1 business day) notice is required to reschedule or cancel an appointment. Late (less than 24 hours business day notice) cancellation, rescheduling or failure to attend an appointment may attract a cancellation fee of 50-75% of the agreed scheduled time/fee. In the case of transportation issues, you may wish to convert your appointment to a phone consultation.

Feedback and Complaints process

We are committed to providing quality care for you and your family. We welcome your feedback about our service and you may wish to complete a feedback form for us (supplied). However, if you are unhappy with any aspect of your service please inform your consultant and discuss your feedback with them. If you are not satisfied with the response and any resolution to this, you may contact the Psychology Board of Australia for information.

Record Management Confidentiality

Your information is treated with utmost confidentiality, and no information can be provided without your explicit and informed written consent. The only except to this rule is when a court of law has subpoenaed information or if there is a clear and present risk of serious danger to yourself or anyone else (and you have not previously given us permission to release information).

Client File Notes - Storage and Deletion

We keep records of your appointments and discussions held during your sessions. Your client records (file notes) are kept in confidential, secure, locked storage for 7 years, upon which they will be confidentially deleted.

Requesting a Client Record

Until 12 March 2014, the Privacy Act 1988 (Cth) and from 13 March 2014, the Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Cth), give individuals the right to access information an organization holds about them and a right to correct that information if they feel it is not accurate, complete and up-to-date. We adhere to these principles. Should you contact us to request access to your client record, we will explain the process of accessing information, including any fees associated with our administration time, and will take steps to identify you as the client with signature and personal information. This is to prevent rare but possible fraud. Due to the sensitive nature of client records and the potential for the content to be misinterpreted, copies of client records will not be released, unless the consult believe there is a special case scenario, at their discretion. We will provide you with access to your record within 30 days, upon agreement of fees (which will be no greater than $250 per hour). If upon accessing your client record you believe that certain information is inaccurate, incomplete or not up-to-date, you are encouraged to clarify the relevant information with your consultant.

CONSENT to Services

A consent form will be supplied to you for reading and signing.

Psychological service: As part of providing a psychological service to you, Yes Psychology & Consulting needs to collect and record personal information from you that is relevant to your situation, such as your name, contact information, medical history and other relevant information as part of providing psychological services to you.

Purpose of collecting and holding information: Your personal information is gathered as part of your coaching or counselling support, is kept securely and, in the interests of your privacy, used only by your psychologist and the authorised personnel of the practice (as necessary). Your personal information is retained in order to document what happens during sessions, and enables the psychologist to provide a relevant and informed psychological service to you. A more detailed description is provided in the practice’s "Privacy policy for management of personal information”, which can be obtained by contacting YES. The Privacy Policy contains information about how to access and seek correction of your personal information, and how to lodge a complaint about our management of your personal information.

Consequence of not providing personal information: If you do not wish for your personal information to be collected in a way anticipated by this letter or the Privacy Policy, Yes Psychology & Consulting may not be in a position to provide the psychological service to you. You may request to be anonymous or to use a pseudonym, unless it is impracticable for Yes Psychology & Consulting to deal with you or if Yes Psychology & Consulting is required or authorised by law to deal with identified individuals. In most cases it will not be possible for you to be anonymous or to use a pseudonym, however if YES Psychology & Consulting agrees to you being anonymous or using a pseudonym, you must pay consultation fees at the time of the appointment.

Disclosure of personal information: All personal information gathered by the psychologist during the provision of the psychological service will not be disclosed except when:

1.it is subpoenaed by a court; or

2.failure to disclose the information would in the reasonable belief of the ("Insert name of Psychologist/Practice”) place you or another person at serious risk to life, health or safety; or

3.your prior approval has been obtained to
a)provide a written report to another professional or agency. e.g., a GP or a lawyer; or
b)discuss the material with another person, eg. a parent, employer or health provider; or
c)disclose the information in another way; or

4.disclosure is otherwise required by law.

Your personal information is not disclosed to overseas recipients, unless you consent or such disclosure is otherwise required by law. Your personal information will not be used, sold, rented or disclosed for any other purpose. APS Charter for Clients of Psychologists - attached Charter explains your rights as a client of a psychologist.