This document is intended to inform you of office policies, state and federal laws, and your rights. Please read, ask for clarification if helpful, if you have any other questions or concerns, I will try my best to give you all the information you need. This must be sign prior to your first session.

Privacy in online communication

Wise Beginning utilises ZOOM/SKYPE technology that currently meets an international standard of protection and security (encryption).

All meetings on Zoom/Skype are password protected. You will be briefly directed to an online waiting room if I am not immediately available. You may need to download a program to use zoom/skype, simply click on the blue link in the email sent from me to invite you to the appointment.

However, the privacy of any form of communication via the internet or phone is potentially vulnerable and may be limited by security of the technology. Clients are therefore asked to choose a place and time for their messaging only for appointment schedule changes and notifications.

Counselling sessions are not audio or video recorded. I require your respect to my privacy so please do not record our sessions. If clients wish to record their sessions, please speak to me so we can arrange for this to happen.

The client will attend all online sessions on a desktop or laptop computer - not a mobile device or tablet. Mobile devices are unstable and cause an unnecessary distraction during the call. The client arranges to be in a room where they will not be distracted by day-to-day household activities and where they can have their webcam on.

Please be assured that all information provided in the process of consultation is strictly confidential, other than the special circumstances outlined below. No information may be released to others.

What client discusses in therapy/counselling and their clinical records are strictly confidential

The only exceptions to this are:

• If the client is under 18 years of age and the counsellor considers there may be a serious risk of harm to themselves or another person, the counsellor is required to report this with or without client’s consent.
• Where a court order releases client information for legal purposes.
• If the client gives me information that leads the counsellor to believe that a child is at risk, by Queensland Law, the counsellor is obligated to report this to the Department of Children Youth Justice and appropriate authorities.
• If the client provides information that informs me that they are in imminent danger of harming themselves or others then we may take steps to minimise this danger. Any action would usually be discussed with the client first.
• Information necessary for consultation, case supervision, when required by law or by court order.
• Defence of malpractice or a professional complaint.

As a client, I agree that de-identified information in my file may be used for overall statistics, and other planning or research purposes with Wise Beginning Counselling and Psychotherapy services.

As a client, I understand that I can view a summary of information in my file, and that my file remains the property of Wise Beginning services, and is stored on a password protected electronic device, until destroyed.

You accept my Terms by:
(a) paying for my services
(b) continuing to use my services
(c) written confirmation that you accept, including by email.

• *First Individual session AUD 170 for 1.5- hour (90 mins)
• *Individual Consecutive session AUD 150 for 1-hour (60 mins)
• *Relationship first and consecutive session (For 2 People) AUD 190 1.5-hour (90 mins)
• *First Individual session concession card AUD 80 for 1.5- hour (90 mins)
• *Individual Consecutive session AUD 80 for 1-hour (60 mins)
• *First Individual session concession card AUD 100 for 1.5- hour (90 mins)
  -International Students with financial hardship, (20 hours work or less per week) or Concession Card. These need to be demonstrated.

• *Only: For discounts/concession, please present a copy of: Visa Status/Number (International students who are allowed to work 20 hours a week or do not have any job) or Concession card.
• *Gestalt Therapy group fees are $50 AUD for an hour and a half. Group size 6 to 8 members. (more information coming)
• *Support Group fees are $50 AUD for an hour and a half. Group size 6 to 8 members. (more information coming)
• *Please note that our pricing is subject to change. I will provide four weeks’ notice for any changes that affect you.

Late arrival



Please, arrive at least 10 mins before your session. If the client knows that they are going to be late for the start of their session, please let Alpha know. If the client is late for their session and have not forewarned me, then I will wait for fifteen minutes. After fifteen minutes, the remainder of the session may be cancelled.



Cancellation or Non-attendance sessions and Refund Policy



As per the Australian Consumer Law, Alpha does not provide refunds in instances where; the client changes their mind, decided they did not like the purchase or had no use for it.
If the client has any dissatisfaction with the service offered, it is their responsibility to communicate that to Alpha, so she can address your needs.

In the event of the therapist needing to cancel the session, she/he shall give you as much notice as possible and will offer another appointment as soon as she/he is able. If for any reason the client needs to cancel, please do so 24 hours prior to your appointment. If for any reason you fail to attend your session and have not given notice, please get in touch to confirm or cancel any further appointments you have made. If the therapist has to cancel the session a full refund will be given into the client’s nominated bank account.
The client will attend all sessions on time. Bookings and changes to session times need to be made at least with 48 hours’ notice to avoid forfeiting the session. A request for rescheduling or cancellation without 24 hours’ notice will incur in a 50% of your full consultation fee. No-shows or cancellations to the start of the session will incur the full fee (with certain strict exceptions, such as significantly important reason). It is the client's responsibility to manage their appointment times.



Guarantee



As required under Australian Consumer Law, Alpha guarantees that the services she will supply to the client are rendered with due care and skill, fit for the purpose that she advertises. She cannot guarantee you will take the necessary actions identified in this program or achieve a specific result. What the client achieves through this program are client’s choice and responsibility.



Acknowledgement & Disclaimer



I understand that I have hired Alpha Ponce for therapy and counselling at the agreed fee. I choose whether or not to implement any advice she gives, and she is not liable for any consequences that result from the actions I take.



Code of Practice



Therapist/Counsellor adheres to the PAFCA Code of Ethics and with their relevant professional bodies (e.g., AASW, Psychologist’s Registration Board). The client may view the PACFA Code of Ethics in the link below.


https://www.pacfa.org.au/practitioner-resources/ethical-standards/

Complaints



If the client is dissatisfied with any aspect of this service, the therapist/counsellor would like to know, so that we can try to remedy the situation. Depending on the nature of your complaint, the client may wish to make this verbal to us.



Case notes



The therapist/counsellor will keep brief written notes of your session and a list of the main issues you present for reference purposes. This is in line with professional practice and will only be used for supervision purposes.





All records are kept secure and confidential, including case notes. After 5 years from a client’s final session the therapist/counsellor will destroy these records.





Given your disclosures above, the therapist/counsellor may decide that the issues you present are better suited for another therapist/counsellor. The client will be advised if such a judgment is made.
The therapist asks the client to make a personal judgment as to whether she/he meets their needs. The client is able to cancel their sessions at any time.



Therapeutic Relationship



Throughout the working relationship, Alpha will engage in direct and personal conversations. She will seek to be honest and straightforward in asking questions and making requests. If the client believes the therapy is not working as desired, please communicate that with her as soon as possible to find a resolution. Alpha develops the best quality of contact with her clients, giving them authority in the therapeutic relationship.



Feedback & Dispute Resolution



Client’s feedback is essential to Alpha. The client will seek to resolve their concerns quickly and effectively. Alpha has a genuine interest in knowing and supporting her clients. Through her understanding, empathetic resonance and attentive care, she creates a safe and supportive environment. If the client has any feedback or questions, they will share them with Alpha.





If there is a dispute between us, we agree to the following dispute resolution procedure:
The complainant (client) must tell the respondent (Alpha) in writing the nature of the dispute, what outcome you are seeking and what action you think will settle the dispute. We agree to meet in good faith to seek and resolve a dispute through agreement between us.





If we cannot agree on resolving the dispute, either of us may refer the matter to a mediator. The mediator will decide the time and place for mediation. We must attend the mediation recommended by the mediator in good faith to seek and resolve the dispute through mediation or other alternative dispute resolution processes.





Any attempts made by either of us to resolve a dispute under this clause shall be without prejudice to any other rights or entitlements of the parties under these Terms, by law or in equity.



Unplanned therapy terminations



If the client has thought about stopping attending therapy, they need to be aware that it is fine and safe to do so. If the client is thinking of quitting therapy abruptly, please let Alpha know. It is best to be honest and direct with Alpha about how I feel about her, the therapeutic relationship, or the counselling/psychotherapy process. If the client does not show up to the session and Alpha does not hear anything back from the client, she will follow up with an email to ensure that the client is fine.