Appointment Policy
Gateway Counselling aims to provide a respectful, professional environment and has zero tolerance for abusive or disruptive behaviour. We reserve the right to refuse service and ask anyone attending to leave at any time if we feel that appropriate behaviour is not displayed.
Gateway Counselling operates under the model of the therapeutic hour. Sessions typically run for 50 minutes and include a 10-minute allowance for preparation and case noting.
With respect to our counsellor's time and to ensure other clients have fair access to our service, we reserve the right to implement our cancellation policy. Late notice cancellations (less than 48 hours' notice) will incur a fee equivalent to a percentage of the client’s standard billing set-up. For counselling services, the cancellation fee is 50% of the client’s regular billing set-up, to a maximum of $75. For psychological services, the cancellation fee is 50% of the client’s regular billing set-up, to a maximum of $85. Where a cancellation fee is charged, there is no provision for a Medicare reimbursement or similar rebate. In instances of non-attendance, where a third party is responsible for payment of a client’s session and the third party elects not to pay cancellation fees, the full-service fee may be charged as per the client’s standard billing set-up.
In situations of genuine hardship, personal illness, or circumstances beyond personal control, please discuss these with our admin team. The decision to waive cancellation fees rests solely with the Practice Director. Gateway Counselling may send appointment reminders; however, it is the responsibility of the client to inform Gateway Counselling of any changes in circumstances that may impact attendance.
If there are repeated cancellations or instances of non-attendance, clients may lose access to service provision or be required to pre-pay as part of an ongoing attendance plan. We understand that exceptional circumstances may occur from time to time and aim to accommodate where possible.
Online and in-person agreement
- I acknowledge and agree that I will respect the privacy and confidentiality of my counselling session and not record or share any element of my session.
- I agree to take personal responsibility in ensuring that I am in a safe, secure, and private location for the purpose of my counselling session.
- I agree to share the location of my session with my counsellor for the purpose of emergency contact.
- I understand that, under normal circumstances, I am required to pay for my session prior to commencement.
Important information
All practitioners at Gateway Counselling are registered members of their relevant industry association. This ensures that all practitioners operate within their professional scope of practice and follow their industry specific code of conduct; being accountable to their professional bodies for their level of professional and ethical practice. Confidentiality is assured in accordance with the Privacy Act 2000. All information disclosed to your counsellor will be kept strictly confidential, except in instances required by law (court order, child protection), the disclosure of a serious criminal offence, or where there is imminent danger of risk of harm to self or others.
It is the responsibility of the client to inform Gateway Counselling if there are any special circumstances that may impact the process of therapy. These may include but not be limited to: court orders, parenting agreements, or potential dual/existing relationships with their practitioner.
