Cancellations, non attendences and fees

Full payment is required at the time of appointment. 

Any cancellations within 24 business hours of your appointment, and any non-attendances, will incur a non-attendance fee equal to 100% of your usual fee. Note, client’s Medicare rebates, private health insurance, Return to Work SA or accident insurance does not cover cancellation fees. As 1 hour appointments are set aside especially for clients and, we are not able to fill non-attended appointments at short notice, we thank clients for their understanding regarding our cancellation policy. 

Unpaid fees may be referred to a debt collection agency with clients held responsible for incurred debt collection costs. Psychology referrals will be closed after 2 non-attendances or 3 non-attendances/late cancellations (or when attendance is sporadic as determined by the Psychologist).

All fees are the client’s responsibility. If treatment is covered by an insurance arrangement, client’s are liable for payments if their insurer/s do not agree, or withdraw support, to pay, or if client’s do not provide all required details about their insurance claim.

Business hours and access to psychologists and staff

Please note that our business hours are 9am to 5pm Monday to Friday.

Telephone calls and emails are not attended to by any staff outside of these hours. At times reception is unavailable and telephone messages and emails will be responded to within 24 hours (during business hours). All telephone and email communications should be directed to reception (unless otherwise arranged).

Psychologists may choose to communicate with clients via email, if they consent to same. However, Psychologists may take some time to return emails dependent upon working hours, and emails are not monitored outside of clinic days. Response times may vary and may take longer on some occasions.

Please do not communicate with us over text or email regarding urgent or crisis matters. If you are experiencing a mental health crisis, please contact emergency mental health services on 13 14 65 or attend the emergency department at a local hospital.