EMPOWR Policies

EMPOWR operates as a private practice and is not subsidised beyond the funding options listed on this page. Full payment is required at the time of your appointment, and future bookings cannot be made until accounts are settled. Unpaid accounts may result in the cancellation of future appointments. Please note, we are not a bulk billing service.

We offer various payment options, including online processing through Halaxy, Square, Cash payments, and Medicare and HICAPS rebate facilities, which are claimed for you at the time of payment.

If you need to cancel or reschedule an appointment, please contact our reception as soon as possible via phone, SMS, voicemail, or email. We require a minimum of 48 business hours’ notice for all cancellations or rescheduling of appointments, including face-to-face, online, or other locations. This notice helps us offer the appointment to another client in need.

Cancellations made within 48 business hours will incur a $150 cancellation fee, and failure to attend (no-show) will result in the full session fee being charged. Cancellations made more than 48 business hours in advance will not attract any fees. Please note that cancellation fees cannot be claimed through Medicare or private health insurance. Third-party funders, including NDIS, will be charged as per the service agreement.

To assist with managing your appointments, we provide reminders: an email at the time of booking, another email five days before your appointment, and an SMS three days prior. If no response is received to the SMS, we will follow up with a phone call. However, it remains your responsibility to stay informed of your appointment schedule.

Consistent cancellations or missed appointments without communication may result in the cancellation of future bookings to ensure availability for other clients on our waiting list. For no-shows, we reserve the right to cancel all future appointments at our discretion.

We appreciate your understanding of these policies, which allow us to provide the best possible service to all clients. If you have any questions or require clarification, please contact us. 

Your commitment to your therapy journey is valued.

Scheduling an appointment with EMPOWR Health Collective is simple and convenient. You can book via email, SMS, or phone, and our team will assist you in finding a suitable time. If we are unable to answer your call, please leave a message, send an SMS, or email us. As we often spend time managing service enquiries and bookings, we will respond as soon as we are available.

Have questions or ready to book? Contact us today! Our friendly team is here to assist you with appointments, enquiries, and support. Reach out via phone or email  and we’ll get back to you as soon as possible.

Unless explicitly requested and agreed to in writing by your practitioner at EMPOWR prior to commencement, our role is therapeutic and not court or forensic-related. Therefore, our services and assessments are not suitable for opinions regarding custody, litigation, psychological damage, changeover arrangements, visitations, or supervision matters.

For standard file requests exceeding 50 pages, a fee of $147.00 plus $0.25 per page applies, in line with the APS National Schedule of Recommended Fees.

For more complex cases, including any court-related work (explicitly requested and agreed to in writing before commencement), additional casework is charged at $311.00 per hour (excluding GST). This includes stakeholder contact, emails, phone calls, document reviews, letters, and report writing. Travel time, court attendance, or other legally required activities are billed according to the APS National Schedule of Recommended Fees.

EMPOWR operates as a private practice and does not provide phone support between scheduled sessions. We do not accommodate emergency appointments or function as a crisis provider. Clients requiring additional support are encouraged to schedule extra sessions with their psychologist. If our capacity is full, clients may join a cancellation list for potential availability.

In emergencies, please contact 000 or attend the emergency department at your nearest hospital. EMPOWR is not equipped to support high-risk clients. For crisis hotlines and support services, please refer to our resources page.

For cases involving children, we warmly welcome the participation of both parents. Unless a court-issued directive states otherwise, both parents are authorised to attend appointments. However, our clinic does not prepare court reports or act as a mediator for parents involved in legal proceedings or mediation.

If a court-issued order mandates shared parental responsibility, consent from both parents is required before therapy can commence. This ensures compliance with legal requirements and prioritises the child’s best interests.

We prioritise client privacy and adhere to Privacy Laws. No information is released without the client’s informed consent unless subpoenaed by a court of law. When third parties request information, this policy is clearly communicated.

For separated families, we encourage the involvement of both parents where possible, unless a court order states otherwise. However, it is not our role to share appointment-related information or act as a mediator between parents.

We believe children have the right to a safe and confidential space to express their feelings and thoughts.

The Australian Psychological Society (APS) provides ethical guidelines for psychologists working with children and adolescents under the age of 18. Key legal and ethical considerations, based on APS guidelines, include:

• Privacy: All personal information is protected under the Privacy Act of 2002, and client records are stored securely.
• Informed Consent: Consent is required before commencing any assessment or intervention.
• Referrals: Information on diagnosis and intervention recommendations is shared with the referring practitioner (e.g., GP, psychiatrist, paediatrician).
• Confidentiality: Psychologists maintain confidentiality between children, adolescents, and themselves. Parents are not informed of specific details shared during sessions unless safety concerns arise. This is discussed with the child/adolescent, and in most cases, a general overview of topics covered (e.g., strategies to improve mood) may be shared if deemed appropriate. Clinicians will encourage teenagers to communicate with their parents and break confidentiality only if the child’s safety is at risk.

Appointments:

• For children under 14 years, the initial appointment will be a parent intake session to discuss the therapy plan. The child will not attend this session. Subsequent sessions will involve the child or young person.
• Young people aged 14 years or older may attend sessions without a parent consultation or intake session.