Client Information

We are committed to providing a safe, supportive, and professional environment for your mental health and well-being. This page outlines important information about our sessions, privacy policies, and necessary paperwork so you can feel prepared for your first visit.

General Policy

This policy outlines the principles and procedures that guide the provision of psychological services at Greygum Psychology. It ensures compliance with the Australian Psychological Society (APS) Code of Ethics, the Psychology Board of Australia standards, and relevant NSW and Commonwealth legislation.

This policy applies to all clients, staff, contractors, and visitors to Greygum Psychology. It covers professional conduct, confidentiality, safety, record keeping, billing, and client rights.

Professional Standards

All psychologists must be registered with the Psychology Board of Australia (AHPRA).

Services will be delivered in line with the APS Code of Ethics and National Law.

Provisional psychologists and students will work under approved supervision arrangements.

Client information will be handled in accordance with the Privacy Act 1988 (Cth) and the Health Records and Information Privacy Act 2002 (NSW).

Information is confidential except where:
- Disclosure is required by law (e.g., subpoena, mandatory reporting).
- There is a risk of harm to self or others.
- The client provides informed consent.
Records will be securely stored (electronic and/or paper) for a minimum of 7 years (or until a minor turns 25, whichever is longer).

Confidentiality and Privacy

Appointments and Cancellations

Clients are expected to provide at least 24 business hours’ notice for cancellations or rescheduling.

Missed appointments or late cancellations may incur a cancellation fee in line with Greygum Psychology’s fee schedule.

Fees and Billing

Fees are set according to Greygum Psychology’s current schedule and may vary by service type.

Medicare rebates, private health rebates, NDIS, DVA, and WorkCover funding may be available where eligibility criteria are met.

Clients are financially responsible for any fees not covered by rebates or third-party funding.

Client Rights

Clients of Greygum Psychology have the right to:

Receive respectful, safe, and professional care.
Be informed about the nature of services, risks, benefits, and alternatives.
Ask questions and provide feedback about their care.
Access their records in accordance with privacy legislation.

Complaints and Feedback

Clients may provide feedback directly to their psychologist or the practice manager.

Complaints will be managed promptly and respectfully.

If unresolved, clients may contact the Psychology Board of Australia (AHPRA) or the NSW Health Care Complaints Commission (HCCC).

Credit Card Authority

Greygum Psychology requires a valid credit or debit card to be securely kept on file for all clients.

The stored card may be charged in the following circumstances:

Payment of session fees where not otherwise settled at the time of service.

Cancellation fees for appointments cancelled or rescheduled with less than 24 business hours’ notice.

Missed (“no-show”) appointments, charged at the full session fee.

Card details are stored in compliance with Payment Card Industry Data Security Standards (PCI DSS).

Clients may update or withdraw their card authority at any time by notifying the practice in writing, provided no outstanding balance remains on the account.

A Credit Card Authority Form is required to be completed and signed by each client prior to their first appointment.

Cancellation Policy

At Greygum Psychology, we value your time and the time of our psychologists. Each appointment is reserved especially for you. When appointments are missed, cancelled, or rescheduled without sufficient notice, it prevents us from offering that time to another client who may be waiting for support.

Notice Period

Clients are required to provide at least 24 business hours’ notice if they wish to cancel or reschedule an appointment.
Notice must be given by phone or email during business hours. Messages sent outside of business hours will be deemed received at the start of the next business day.

Cancellation Fees

Appointments cancelled or rescheduled with less than 24 business hours’ notice will incur a cancellation fee equal to the full session fee.
Missed (“no-show”) appointments will also be charged at the full session fee.
Medicare rebates, private health insurance, or other funding bodies do not cover cancellation fees.

Payment of Fees

Cancellation fees will be charged to the credit card stored securely on file (see Credit Card Authority).
If no card is stored, fees must be paid prior to booking any further appointments.

Exceptional Circumstances

We understand that emergencies or unexpected events can arise. In genuine cases of illness, crisis, or other exceptional circumstances, Greygum Psychology may waive or reduce the cancellation fee at the discretion of the treating psychologist or practice manager.

Agreement

By booking an appointment with Greygum Psychology, clients acknowledge and accept this Cancellation Policy.