Emu Heights Psychology
Terms & conditions / Privacy Policy
By proceeding with a booking, you confirm that you have read, understood, and agreed to the following Terms & Conditions and Privacy Policy.
1. BOOKINGS & PAYMENTS
Appointments are booked via our secure practice software, Zanda (powered by PowerDiary). The booking process includes:
Selecting your appointment type and preferred time
Entering your name, email, and phone number
Verifying your identity via SMS
Making full payment to secure your booking
You will receive a confirmation email and invoice after booking. A separate email will include this Terms & Conditions, Privacy Policy, and Consent Form for your review and signature.
Your booking is only confirmed once full payment has been received.
Fees:
Current service fees are published on the Emu Heights Psychology website and at the bottom of this document.
All prices are in AUD and subject to change without notice.
2. CANCELLATION & REFUND POLICY
Full payment is required to confirm your session.
Cancellations with more than 48 hours’ notice are eligible for a refund of 50% (minus Stripe fees) or can be credited toward a future session.
Cancellations within 48 hours of your session or no-shows (including arriving more than 20 minutes late) will forfeit the full fee.
You may reschedule once, with at least 48 hours’ notice.
If Emu Heights Psychology needs to reschedule, an alternative appointment will be offered.
Please book carefully. Clinical preparation, review, and supervision may occur prior to your session, even if the service is not completed.
Your clinician may be 5–10 minutes late to begin the session due to reviewing your intake forms and self-report data. Thank you for your understanding.
3. CRISIS SUPPORT
Emu Heights Psychology does not provide crisis support services.
If you are at risk of harm to yourself or others, please contact:
Lifeline: 13 11 14
Suicide Call Back Service: 1300 659 467
Emergency Services: 000
Or attend your nearest hospital emergency department.
4. PRIVACY & CONFIDENTIALITY
Emu Heights Psychology is bound by the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth).
What We Collect
We collect personal and clinical information such as your name, contact details, background, mental health and medical history, assessment data, and session notes. This information is securely stored in encrypted platforms (e.g. Zanda, NovoPsych), accessible only to your treating psychologist and authorised service providers.
Use of Information
Your personal information is used for the purposes of assessment, diagnosis, treatment, and reporting, and to document what occurs in sessions.
Confidentiality
Your information remains confidential unless:
Required by law (e.g. subpoena, mandatory reporting)
There is a serious risk to your safety or the safety of others
You provide written consent to share information
Disclosure is for a purpose directly related to the original reason your information was collected (e.g. referral to GP)
You may request to:
Access your file
Correct inaccurate information
Interact anonymously or use a pseudonym unless impracticable or legally restricted
Records are retained for 7 years from your last contact (or until age 25 if under 18), then securely destroyed in accordance with ethical and legal obligations.
Data Breaches
If unauthorised access, disclosure, or loss of personal information occurs, Emu Heights Psychology will activate its data breach plan and take all reasonable steps to minimise the risk of serious harm.
5. TELEHEALTH SERVICES
All services are provided online using secure, encrypted platforms. You will need:
A reliable internet connection
A device with a camera, microphone, and speakers
A quiet and private space for your session
Please do not record sessions without written permission.
6. REPORTS & OUTCOMES
A formal diagnosis (if applicable) is only provided after consultation and submission of required forms.
Reports are final and cannot be revised after completion.
You will receive confirmation of attendance and a summary or comprehensive report within 2–4 weeks.
Please Note: Psychologists do not prescribe or manage medication. If you're exploring medication options, we recommend consulting a GP or psychiatrist. Your assessment may assist them in guiding your care.
7. SOCIAL MEDIA
Our social media content is for educational purposes only and is not psychological advice. Interacting with our social media accounts does not constitute a therapeutic relationship.
8. AGREEMENT
By completing a booking and submitting payment, you confirm that you have read, understood, and agreed to:
These Terms & Conditions
The Privacy Policy
The Cancellation Policy
If you do not agree with any part of this document, please contact us at admin@emuheightspsychology.com.au before proceeding with your booking.
FULL PRIVACY POLICY
Emu Heights Psychology is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth).
1. What We Collect
Your name, contact details, date of birth
Mental health and medical history
Responses in assessments, intake forms, and sessions
Payment and billing information (via secure third parties)
2. How We Collect It
Online booking/intake (Zanda)
Assessment tools (NovoPsych, Pearson Clinical, WPS Publish, PAR)
Payment platforms (Stripe, website links)
Emails, messages, and session notes
3. Purpose
Provide psychological services
Track progress and outcomes
Manage appointments and communication
Maintain accurate records
Generate invoices and receipts
4. Storage & Security
Your data is stored in encrypted, password-protected platforms and only accessible to your treating psychologist. Records are retained for a minimum of 7 years or as legally required.
5. Disclosure
Your information will not be shared without your written consent, unless:
Required by law (e.g. subpoena, child protection)
You or someone else is at serious risk
You authorise release to a third party (e.g. GP, psychiatrist)
We use third-party tools (e.g. Zanda, NovoPsych, Stripe), all of which comply with relevant privacy laws.
6. Access & Correction
You can request to access or correct your personal information by emailing: admin@emuheightspsychology.com.au. Requests will be responded to within 30 days.
7. Complaints
If you have concerns about your personal information, contact us directly. If unresolved, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au
FEE SCHEDULE (Effective 26 July 2025)
All prices in AUD and subject to change.
ASSESSMENTS
Please see assessments page for prices
THERAPY SESSIONS
Initial Consultation (50 mins): $225
Standard Therapy Session (50 mins): $225
Extended Therapy Session (80 mins): $315
ADDITIONAL SERVICES
Comprehensive Report: Additional fee – see website
Feedback Session: Additional fee – see website
FUNDING OPTIONS (FOR THERAPY ONLY)
Medicare
With a valid MHCP: $96.65 rebate per session (up to 10/year)
Full payment is required upfront; a paid invoice will be provided for Medicare claim.
WorkCover (NSW)
No out-of-pocket fee with approved referral and insurer approval
Standard WorkCover rates apply, billed to the insurer
NDIS (Self-Managed or Plan-Managed)
Available under: Capacity Building – Improved Daily Living
Rate: $232.99 per 50-minute session
Self-managed: Pay at time of booking
Plan-managed: Invoiced and due within 7 days
Note: NDIA-managed plans not accepted
If you have questions about any part of this document, please contact:
admin@emuheightspsychology.com.au