Welcome to Let’s Work on That. These Terms of Service outline your rights and responsibilities when engaging with our services. Please read this document carefully.

1. Confidentiality & Privacy

All personal information collected is confidential and handled in accordance with the Privacy Act 1988 (Cth), the Health Records Act 2001 (Vic), and the Australian Privacy Principles (APPs). Your information may only be disclosed:

• When required by law (e.g., under subpoena),

• If there is a risk of serious harm to you or others,

• With your written consent (e.g., for reports to professionals or agencies).

We use secure electronic practice management software (Halaxy) for record-keeping, appointment management, and payment processing. Your consent to this is implied upon engagement with our services.

2. Access to Your Records

You may request access to your records. This request must be made in writing, and we may charge a reasonable administrative fee. Access is subject to legal and ethical limitations, particularly concerning minors or third-party information.

Records are securely retained for 7 years from your last date of service, or until age 25 for individuals seen before turning 18, as per legal requirements.

3. Services for Children & Young People

If you are a parent or guardian of a client under 18:

• The primary duty of care is to the child or young person.

• Consent for disclosure of therapeutic content will be sought from the minor where appropriate.

• Where a minor lacks capacity to consent, necessary information may be shared with the parent/guardian.

4. Appointments, Fees & Payments

Appointments:

• You are responsible for attending scheduled sessions. Appointment reminders via SMS or email are a courtesy only.

• Sessions typically run for 50 minutes. Late arrivals will not result in session extension.

Fees:

• Fees are payable at the time of service unless otherwise agreed in writing.

• Accepted payment methods include Bank transfer, credit/debit card or BPAY. Automatic payments via Halaxy are preferred.

• NDIS Self-Managed and Nominee-Managed participants must pay on the day.

• NDIS Plan-Managed and Agency-Managed participants must ensure invoices are paid within 7 days.

Outstanding Payments:

• If a third-party funding body (e.g., Medicare, NDIS, Workcover) does not cover the fee, you are personally liable for payment.

• Debt collection services may be used for overdue accounts.

Payment Processing Fees:

• By providing a payment method, you consent to cover any applicable Halaxy processing fees.

5. Medicare & Rebates

• If eligible, you may claim a rebate under a Mental Health Treatment Plan (MHTP), Chronic Disease Management (CDM), or other relevant referral.

• Full fees are payable upfront. Rebates vary depending on the service type and Medicare item.

• We do not offer bulk billing.

• Rebates can be claimed electronically through Halaxy. Check your MyGov account for linked bank account details.

6. NDIS Participants

• You will be required to complete an annual Support Plan and may be offered a Transition Plan when changing or ending services.

• A 4-week notice period is required to terminate the service agreement.

• We participate in regular audits. You may opt-in or out of participating in these.

• Exit interviews and satisfaction surveys are part of our quality assurance process.

7. Complaints and Feedback

• You are encouraged to provide feedback at any time. Our complaints policy is available on our website or by request.

• NDIS participants may also contact the NDIS Quality and Safeguards Commission.

8. Your Responsibilities

As a client, you agree to:

• Attend appointments on time.

• Notify us of cancellations with adequate notice (see our cancellation policy).

• Keep your contact and payment details current.

• Pay all applicable fees in accordance with the terms outlined above.

9. Our Responsibilities

We will:

• Provide evidence-based mental health services within our scope of practice.

• Treat you with respect and dignity.

• Maintain professional standards and comply with all legal and ethical obligations, including those set by AHPRA and the Australian Assocaiton of Social Workers.

• Protect your personal information.

• Respond promptly to feedback and complaints.

• Provide invoices/statements as required.

10. Changes to This Agreement

These Terms may be reviewed and updated from time to time. Any significant changes will be discussed with you, and a new agreement may be required annually or as necessary.

Advocacy and Support

You may have an advocate present or involved in any aspect of service delivery if desired. Easy-read documents and alternative communication methods are available to support your understanding and engagement.

Effective from: 01/12/2024