Policies

This policy outlines the ways in which Greenhill Counselling Practice handles the personal information of our clients. We take privacy seriously and are committed to complying with the Australian Privacy Principles in the Privacy Act 1988 (Privacy Act).

Personal information

Personal information is any information about an individual that can be used to identify them directly or indirectly, such as name, address, phone number, email address, and date of birth.

Sensitive information is a type of personal information which includes details, for example, about a person’s racial or ethnic origins, political or religious beliefs, sexual orientation, health or genetic information, family court orders or criminal record. The breach of sensitive information is likely to leave people open to discrimination or embarrassment.

Why we collect personal information

The sharing of personal information by a client to Greenhill Counselling Practice assists us to assess and support the client in processing their identified concerns. Personal information is retained to enable us to provide a relevant and informed service. Within our practice and due to our duty of care a client cannot be anonymous. A client may request to use a pseudonym, but a name as listed on ID’s is required.

How we collect personal information

We collect personal information through a variety of means, including:

• the information you verbally share with us
• written communication received from you via email, SMS or letter
• our online booking system
• our intake form
• social media
• the guardian of those under 18 years of age
• a referral from your GP or another treating practitioner or service.

Our storage of personal information

To protect the personal information we hold from misuse or loss we store it in several ways, all of which are secure and can only be accessed by approved individuals. The method of storage varies between types of information and includes both hard copies and digital versions (either on a secure server or offline).

We do not retain any credit card or banking details once processing the payment is finalised. We also try not to retain unnecessary information, disposing of it securely from time to time depending on the type on information it is and our legal obligations.

If we become aware of a security breach we will promptly investigate and, where appropriate, take remedial action and notify the individual affected in accordance with the Privacy Act.

Disclosure of your personal information

We will not disclose personal information about you to third parties without your consent, except when the disclosure is required by law. It is unlikely that we will disclose any information to a recipient outside of Australia

Accessing your personal information

You may request access to personal information we hold about you. We may ask you to specify what information you require and may charge a fee where we provide access.

We deal with all requests for access to personal information as required by the Privacy Act. We may refuse to provide access if the Privacy Act allows us to do so.

Integrity of your personal information

We try to ensure that the personal information we collect is accurate and up to date. You may request an update or correction to personal information we hold about you and we will deal with all such requests as required by the Privacy Act.

Complaints

If you think your personal information has not been handled in line with the Privacy Act, please contact us in the first instance. We will investigate your complaint and try to promptly resolve your complaint directly with you.

If you are not satisfied with the outcome, then you may make a complaint to the Office of the Australian Information Commissioner (OAIC). For information about how to make such a complaint, please refer to the OAIC website http://www.oaic.gov.au/

Changes to this privacy policy

We may make changes to this privacy policy from time to time and in such cases we will notify clients by email or on our website.

Contact us

If you have any questions relating to privacy matters, please contact us by email at admin@greenhillcounselling.com.au

What are your fees?

Our standard fee is $90 per hour for individual counselling sessions and $120 per hour for couple sessions. NDIS clients are charged as per Code: 15_043_0128_1_3 for counselling in a one-on-one setting.

Do you offer discounts or concessions?

Yes, we do. We offer a tiered pricing structure to ensure our services remain accessible. For those with a Health Care Card or Senior’s Card, we provide a reduced rate of $75 per hour for individual sessions and $100 for couples. 

How do I pay my fees?

At the time of booking a 50% deposit is required to secure your counselling session with us, and the remainder is to be paid at the end of your session. We see this as a critical first step in your commitment to improving your mental health. This also helps to reduce no-shows or late cancellations, and limited counselling appointments don’t go to waste when others may require support. We do not accept cash. Eftpos and direct debit options are available.

Do you bulk bill?

Unfortunately, we do not offer bulk billing. However, if you're finding it challenging to access a psychologist appointment in a timely manner, our counselling service provides a fantastic alternative. We offer a wide range of therapeutic approaches that aim to enhance your well-being and improve your quality of life.

Can I claim a rebate under Medicare?

Counselling sessions are not eligible for a Medicare rebate. However, we have set our fees equal to or below the typical out-of-pocket gap fee for seeing a psychologist under a Mental Health Care Plan from your GP. 

Can I claim under my private health fund?

We are currently not registered with any health funds.

We understand that life can be unpredictable and sometimes plans change. To ensure we can continue providing the best possible service to all our clients, we have a cancellation policy in place.

 Our Policy

If you need to cancel or reschedule your appointment, please provide at least 48 hours' notice (two business days). This allows us to offer the time slot to another client who may be on our waiting list.

Cancellation Fee Structure

Payment of Fees

At the time of booking a 50% deposit is required to secure your counselling session with us, and the remainder is to be paid at the end of your session. We see this as a critical first step in your commitment to improving your mental health. This also helps to reduce no-shows or late cancellations, and limited counselling appointments don’t go to waste when others may require support. We do not accept cash. Eftpos and direct debit options are available.

If a cancellation or non-attendance fee is incurred, it must be paid before the next session and before any new appointments can be booked.

Why This Policy?

When you book an appointment, that time is reserved exclusively for you. Late cancellations or non-attendance mean that other clients miss out on the opportunity to receive the care they need. By adhering to this policy, you help us provide a fair and efficient service for everyone.

How to Cancel or Reschedule

If you need to cancel or reschedule, please contact us as soon as possible:

• Phone: 0490 444 179
• Email: admin@greenhillcounselling.com.au
• Online: www.greenhillcounselling.com.au

We appreciate your understanding and cooperation.

Terms & Conditions

Cancellation/No show/DNA:

We understand that paying a cancel fee can be frustrating, and we genuinely dislike having to enforce it.

Our cancellation policy is communicated through various channels, including booking confirmations, appointment reminders, online bookings, website, and in our waiting area.

Our cancellation policy aims to:

• Minimise disruptions to therapist schedules and prevent loss of therapist time allocated for your session.
• Ensure that other clients can access therapy without missing out.
• Prevent income loss: as a private practice, without a cancel fee (for late rescheduling, cancellations, or no-shows), the therapist (an independent contractor) receives no payment
• Cover business costs incurred when booking your appointment, such as administrative charges and SMS reminders, which are not recoverable upon cancellation.
• Decrease the frequency of cancellations, no-shows, and missed appointments. The financial impact of multiple cancellations can be significant.
• Emphasize that you are paying for our time, which is limited each day for patient appointments. Unlike product-based businesses, we cannot make up for lost time.
• Note that last-minute cancellations are hard to fill, but if we manage to fill your appointment, no charge will be applied to you or your NDIS plan.

 Non-NDIS Patients:

• Short-notice cancellations (including no shows/DNA) are considered less than 2 business days’ notice from the scheduled appointment time.
• A fee of $90 individual or $120 couples ($75/$100 for health care card holders) applies.
• The fee will be automatically charged to the nominated debit/credit card on Power Diary. If not available, an invoice will be sent via post/email for payment.
• Failure to pay the cancellation fee may result in the use of a debit collection service.

NDIS Participants:

• Short-notice cancellations (including no shows/DNA) are defined as less than 2 business days’ notice from the appointment time.
• The fee amounts to 100% of the consultation fee.
• The charge is debited from the NDIS Plan (or credit/debit card on file for self-managed individuals or those with no NDIS funds).
• Cancellation terms are aligned with the most recent NDIA Price Guides, which are subject to changes.

Business Days:

Business days are Monday to Friday; Saturdays and Sundays are not considered business days for cancellations or no shows. Cancellation Example: if your Tuesday 6pm appointment needs to be cancelled, the deadline is 6pm the Friday before. The cancellation fee is only charged if the appointment cannot be filled.

How to Cancel

• Call or text 0490 444 179 (you can leave a voice message)
• At present we are open Tuesday and Wednesday 8am – 12:00pm and 3pm – 7pm and Friday 9am – 4pm. Messages will be viewed/listened to as early as convenient around operational duties. If your message receipt time shows a minimum 2 business days’ notice, you will not be charged for your appointment.
• Click the ‘Appointment Link’ in your confirmation text (expires 48 hours prior to appointment).
• Reply ‘No’ to your SMS reminder.
• Email admin@greenhillcounselling.com.au

Client Code of Conduct Policy

The Client Code of Conduct Policy outlines the expectations for behaviour and engagement in counselling sessions at our counselling practice. Its purpose is to ensure that clients and counsellors work together in a manner that promotes safety, respect, and effective treatment.

Engagement Expectations
By engaging with our services, you agree to abide by the guidelines outlined below. This helps us to provide the best possible care and maintain a professional and safe therapeutic environment.

• Respectful Communication: Clients should engage in open, honest, and respectful communication with counsellors and others.
• Confidentiality: Both client and counsellor must maintain confidentiality, respecting the privacy of shared information.
• Timeliness: Clients are expected to attend sessions on time and provide 48-hour notice for cancellations to avoid fees.
• Professional Boundaries: Clients must maintain professional boundaries, avoiding inappropriate personal interactions outside of counselling.
• Non-Discrimination: Our practice is committed to a non-discriminatory environment, and clients are expected to respect all individuals regardless of personal characteristics.
• Personal Responsibility: Clients should actively participate in their therapeutic process and communicate concerns if any arise.
• Substance Use: Clients should not attend therapy under the influence of substances, as this can disrupt the therapeutic process.
• Safety: Clients must prioritise their own safety and inform their counsellor if they feel at risk, with appropriate action taken if necessary.
• Termination of Services: Either the client or counsellor can terminate the therapeutic relationship, with referrals provided if needed.
• Emergency Situations: This practice does not provide crisis services, and clients are advised to seek immediate help by calling 000 or contacting Lifeline on 13 11 14.

Violating the code can result in warnings, suspension of services, referrals, or legal action if applicable.