Terms of Service
Counselling Solution NSW
These Terms of Service explain how counselling sessions are provided at Counselling Solution, and what you can expect when engaging in therapy with us. They are designed to support clarity, safety, and a respectful therapeutic relationship.
By booking or attending a session, you agree to these Terms of Service.
1. Counselling Services
Counselling Solution provides professional counselling services for individuals and couples, delivered in-person or via secure telehealth platforms.
Sessions may be individual or couple-based, except for APM, Victims Services, or NDIS clients, who receive individual sessions only.
Counselling is a confidential space to explore personal, relational, and emotional concerns. We do not provide medical diagnosis, legal advice, or crisis services. If we believe your needs fall outside our scope, we will discuss appropriate referral options with you.
2. Session Structure and Timing
Sessions typically last 50 minutes, unless otherwise specified.
Please arrive on time for your scheduled session. Sessions begin and end at the booked time and cannot be extended if you arrive late.
If you anticipate being late or unable to attend, please notify your therapist as soon as practicable.
3. Telehealth Sessions
Telehealth sessions are conducted using secure video conferencing technology.
By attending a telehealth session, you agree that:
You will not share session links with any unauthorised person.
You will not record, photograph, screen-capture, or otherwise reproduce any part of the session.
You will use a private, secure internet connection. Public or free Wi-Fi (e.g. libraries, cafés) is not secure or private and should not be used.
You will be alone in the room or space, with no one else able to overhear or view the session.
In couple therapy, both partners are expected to be present in the same private space, unless separately attending from different geographic locations by prior arrangement.
While telehealth is generally reliable, interruptions or technical difficulties may occasionally occur. If a session cannot proceed due to technical failure, we will make reasonable efforts to reschedule.
4. Confidentiality and Duty of Care
We are bound by the Australian Counselling Association (ACA) Code of Ethics and maintain client confidentiality.
Confidentiality may only be broken in the following circumstances:
Where you request or consent to disclosure.
Where there is a serious risk of harm to you or another person.
Where abuse or neglect of a child is indicated (mandatory reporting obligations apply).
Where disclosure is required by law or court order.
We participate in professional clinical supervision. During supervision, non-identifying information only may be discussed to support ethical and effective practice.
In couple therapy, a no-secrets approach applies. This means that information disclosed individually may, when clinically appropriate, be brought into the joint therapeutic space.
5. Cancellations, Missed Sessions, and Attendance
Private Clients (Individuals and Couples)
Cancellation and no-show conditions for private clients are outlined in our FAQs and booking information, which form part of these Terms of Service.
APM Clients
A minimum of 24 hours’ notice is required to cancel or reschedule a session.
Cancellations and non-attendance are managed in accordance with APM arrangements and requirements, including any reporting or funding implications.
Victims Services Clients
A minimum of 24 hours’ notice is required to cancel or reschedule a session.
The first two missed sessions may incur a charge of 50% of the session fee, subject to Victims Services funding conditions.
Repeated absences may result in a review of readiness to continue therapy, and sessions may be paused until the client indicates they are able to re-engage consistently.
NDIS Clients
A minimum of 24 hours’ notice is required to cancel or reschedule a session.
Late cancellations or non-attendance may be charged in accordance with the NDIS Service Agreement.
Across all client types, frequent missed sessions may prompt a discussion about whether therapy can continue safely and effectively at this time, and what support may be needed to re-engage.
6. Fees and Payment
Private clients: Fees are displayed clearly at the time of booking via our scheduling system.
Evening and weekend sessions include a surcharge.
APM, Victims Services, and NDIS clients: Fees are invoiced according to the relevant plan, approval, or funding arrangement.
To avoid duplication or confusion, detailed fee information is provided through booking pages, service agreements, or funding bodies.
7. Client Responsibilities
To support effective therapy, clients are expected to:
Attend sessions on time and communicate promptly if unable to attend.
Use the booking system to schedule or reschedule sessions appropriately, and ensure payment is made according to the applicable arrangements.
As far as you are able, communicate openly with your therapist about your needs and any changes in circumstances.
Respect the safety, privacy, and workspace of our staff and other clients.
Abusive, threatening, or inappropriate behaviour is not tolerated and may result in suspension or termination of services.
8. Emotional Risk and Therapeutic Process
Counselling may involve discussing difficult experiences, emotions, or relationships. At times, this can lead to heightened emotions or emotional discomfort, both during and between sessions.
Your therapist will support you with emotional regulation and pacing, and will work collaboratively with you to ensure therapy remains as safe and manageable as possible.
You are encouraged to raise any concerns about your emotional experience in therapy so they can be addressed together.
9. Privacy
Our privacy practices are described in our full Privacy Policy: counsellingsolution.com.au/privacy.
10. Changes to These Terms
These Terms of Service may be updated from time to time. The most current version will always be available on our website.