POLICIES

REFUND POLICY

Access to after-hours appointment times is key to this specialty service. 


To hold your appointment time, please make full payment 1 day or more beforehand.

Once paid the booking is firm, and the appointment time is reserved for you.


If you do not keep your appointment, a $50 fee applies for less than 24 hours notice, however there is no refund for less than 2 hours notice.

While these arrangements help to cover costs incurred, it is essential to help provide sufficient notice for others waiting to take up any appointment times not used.


Equally important, should the counsellor for any reason not be able to make the appointment with less than 24 hours notice, a $50 rebate applies if the appointment has to be rescheduled to another day, or a full refund will be made if the appointment has to be cancelled.


Please call 07 3862-2592 if you have any questions.

PRIVACY POLICY

Client confidentiality and privacy are paramount. Confidential information is not provided to anyone without your clear authorisation or legal order, including next of kin. It is, however, mandatory for the counsellor to report an awareness of risk of harm to others or to the client themselves.

The only information gathered is that required for provision of competent counselling services , and it is stored securely on the Apple iCloud® platform and the Square® transactional platform with industry-leading security protection. Unless legally instructed otherwise under Australian law, access is only by the client's attending counsellor.

Should the attending counsellor be incapacitated and a legal requirement arises, the practice manager in that case only has emergency access sufficient to complete tasks specified to meet legal requirements.

Aspects of a case limited to pertinent information only may be shared by the attending counsellor with their counselling supervisor to meet ethical obligations in the best interests of the client to provide the best possible professional care. 


For more information please refer the Australian Counselling Association's Scope of Practice available at www.TheACA.net.au

COMPLAINTS PROCESS

Registered counsellor, Shane Staunton, is a member of the Australian Counselling Association and conducts professional counselling services under the ethical requirements of this professional body. 
Should a concern arise, the first step is to raise this with him, the attending counsellor, explaining that you wish to make a complaint.
If your concern is not adequately resolved to your satisfaction, the next step is to raise the issue with the Australian Counselling Association ( www.TheACA.net.au ), providing sufficient details for them to thoroughly and fairly assess the issue and make a finding.