Terms & Conditions

By booking and attending an appointment with Heidi Gee Counselling, you are accepting the following terms and conditions:

Online, Phone and Face to Face:

During your treatment with us, you may receive services through Telehealth or in-person consultations. The following is a consent form outlining the details of these services. Please read the information carefully. To provide your consent, simply toggle the “Yes, I consent” button and electronically sign your name in the space provided.

Important Information About Your Appointment:

Consultation Duration and Payment – Each consultation, whether conducted online, via phone, or in person, lasts 50 minutes, with an additional 10 minutes allocated for note-taking, totalling 60 minutes. Payment is required prior to the appointment, and a 2.17% surcharge will apply.

Cancellations and Rescheduling – To avoid a cancellation fee, please provide 48 hours’ notice if you need to cancel or reschedule your appointment, allowing us the opportunity to offer the time slot to another client. Cancellations made with less than 48 hours’ notice will result in the full session fee being charged. Cancellations can be made through the Client Portal or by email. Please ensure you cancel 48 hours in advance to avoid the cancellation fee.

For in-person appointments (F2F), if you are unable to attend due to illness, we can offer an online appointment instead, allowing you to avoid the full cancellation fee. However, if you decline the online appointment, the full cancellation fee will apply. For online appointments, you will be offered another online or phone consultation within the same week. The same cancellation policy applies in this case.

Appointments require substantial room and overhead fees that must be covered, regardless of attendance. The cancellation fee helps absorb these costs and compensates for the missed opportunity to accommodate another client in the session.

Running Late / No Show – If you are running late for your appointment, please notify us by emailing heidigeecounselling@gmail.com. If there are appointments scheduled immediately after yours, we may not be able to extend your session. Clients who are more than 15 minutes late will be advised to reschedule and will still be charged for the full appointment. No-show clients will also incur the full appointment fee.

Confidentiality: – All discussions held during your sessions are confidential between you and your counsellor. Personal information, including case notes, is securely stored off-site. While we take all necessary steps to safeguard your privacy, there are certain circumstances in which we are legally required to disclose specific information to authorities. These circumstances include:

1. When there is a risk to personal safety, which may involve threats, danger, harm, or injury to:
   • Yourself
   • Others
   • Other professionals
   • Your counsellor

This could include, but is not limited to:

• Threats, whether implied or explicit, made towards another person or property
• Knowledge or suspicion of child abuse (past, present, or future)
• A court-issued subpoena
• Awareness of any criminal activity or event, whether past, present, or future

Counselling Services:

Collection and Use of Personal Information – In order to provide you with effective counselling and therapeutic services, Heidi will need to collect and record personal information that is relevant to your current situation. This information is essential for the assessment and treatment process. While you are not required to provide all of your personal details, withholding information may impact the ability to offer you the full psychological service you need.

Purpose of Collecting and Storing Information The information collected is used for the assessment, diagnosis, and treatment of your condition and is accessed solely by your counsellor. It is retained to document the progress of your sessions and to ensure that the therapeutic service provided is relevant and well-informed.

Customer Service – We are committed to offering professional support and an excellent customer experience. However, if you are ever dissatisfied or have concerns, please feel free to address them directly with your counsellor.

Professional Supervision – Counsellors regularly undergo professional supervision with qualified professionals to ensure the quality of their services. As part of this process, counsellors may discuss cases in supervision, but client identities are always kept confidential in these discussions. 

Please Note: If you have any questions or concerns about what is stated here, please do not hesitate to discuss them with your counsellor.

Consent for Provision of a Telehealth Service:

Telehealth Services When appropriate, the services you receive may be provided via telephone or telehealth. You are responsible for the costs associated with setting up the necessary technology to access telehealth services. Our practice will cover the costs of the call to you and the platform used for delivering telehealth services.

Requirements for Telehealth Consultations To participate in a telehealth consultation, you will need access to a quiet, private space and a suitable device (e.g., smartphone, laptop, tablet, or computer) equipped with a camera, microphone, and speakers, along with a stable internet connection.

Please be aware that while efforts are made to protect your privacy, communication over the internet is inherently vulnerable, and security is dependent on the technology used. To ensure the security of your personal information, our practice uses Zanda, which complies with Australian standards for online security and encryption. You can learn more about Zanda’s security, privacy, and compliance measures [https://support.zandahealth.com/telehealth-security-privacy-and-compliance].

Limitations of Telehealth Consultations: – Please be aware that telehealth consultations may be affected by limitations such as an unstable network connection, which could impact the quality of the session. Additionally, certain services may not be suitable or effective via telehealth. Your practitioner will assess the appropriateness of telehealth for your ongoing treatment and discuss this with you as needed.