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Terms & Conditions

 As a professional counselling service, Feedback Counselling follows ethics and guidelines set out by Australian Counselling Association (ACA)

Face-to-face and online therapy provided by Feedback Services is not a crisis service. If you have concerns about your behaviour or feel you may be in danger in some way, please seek assistance from a crisis helpline.

Counselling is not the provision of advice, but a means of supporting and assisting you to come to your best conclusion or solution. Feedback Counselling approach as a professional counselling service is based on a person-centred methodology, meaning we see you as a person first, not your situation or condition and believe that you have the capacity to thrive with the correct support. Feedback counsellors will adapt how best to work with you to achieve the best outcome to meet your needs and aspirations. Other approaches used by Feedback Counsellors are Cognitive Behavioural Therapy (CBT), Acceptance and Commitment Therapy (ACT), Solution Focused Therapy (SFT), and Narrative Therapy and other industry approved therapies that best suits your individual needs

If at any point your counsellor feels they are unable to assist you, they will let you know and discuss another alternative option for you to get right support you need. This may occur due to more complex mental health issues or in a situation that requires more immediate or accessible support. Your safety and wellbeing is at the centre of any decision made regarding your care.


All personal information gathered by your counsellor during the provision of the counselling service will remain confidential and secure except where:

  1. It is subpoenaed by a court of law
  2. Failure to disclose the information that would place you or another person at harm
  3. There may be times where, as part of the assessment and therapy process, it may be helpful for your counsellor to consult with other people or agencies that are relevant to your goals

*Additional consent forms will be requested in these instances


Collection of Information

All personal and sensitive information collected is maintained and stored in accordance with the ACA guidelines, with a best effort supplied to keeping all of this information safe. Hard copy documentation and external drive containing notes will be locked away when not in use.

Feedback Counselling uses a Customer Relationship Management (CRM) software system called Power Diary to help run the practice. Any breach of the Power Diary system is the responsibility of that company, you will be notified if any breaches have been detected by Power Diary and/or Feedback Counselling.



Telehealth sessions will be conducted through a video call function of Power Diary. This platform has been chosen as it meets both national and international standards for encryption.

Power Diary video call can be used with video or audio only. The optimal approach is to use both the video and audio functions to maximise your Telehealth sessions.


Technical difficulties

If you have problems accessing your link prior to your session, reply to a reminder in email or text message and an alternative can be arranged by your counsellor.

Occasionally there may be issues with the technology. Please don’t panic, if for some reason you can’t get through on the provided link at the time of your scheduled session please call 0498 001 600 and we will do our best to assist you or arrange for alternative method of communication.


Prior to your appointment

All administrative documents and assessments requested from you when making your appointment are required prior to your session. Your Feedback counsellor will go over the documents prior to your first session to ensure you are suitable for either face to face or online counselling and also provide us with a basic understanding of your situation.

Payment is required in full prior to your appointment, this alleviates the need to attend to payment and ensures the best use of your session time.

Once payment is received an email with further information on how your appointment will be conducted will be sent to you.

When your session is being conducted by Telehealth, please ensure that that you are in a place that is safe for you to speak openly and honestly during the session. Please be dressed appropriately, as you would for a face-to-face session.


Cancellation Fee

Please provide Feedback Counselling with at least 24 hours’ notice if you need to cancel or reschedule your appointment to avoid a cancellation fee (Cancellation fee is 50% of the full fee)


Social Contact

As a professional counsellor guided by the ethics of ACA, I am unable to become socially connected with you, which also includes social media.