Policies

Life Matters are committed to improving the health and wellbeing of our clients and therefore see it as essential to deliver best practice ethical standards in all areas of our business. Our Terms and Conditions are outlined as follows. 

  • If you need to cancel or postpone your appointment, please notify us via email or phone at least 24 business hours prior your appointment. Our business days are Monday to Friday, therefore to change an appointment on a Monday you must let us know no later than the Friday prior.

    For cancellations or late changes within the 24 hour cancellation period, or if you do not arrive for your appointment, Life Matters Psychologists will charge the full amount of your appointment.

    Notification reminders via email (3 days) and via text message (2 days) are sent to you, this allows an opportunity for you to make changes to your appointment before the 24 hour cancellation period and before fees are incurred.

    Cancellation fees are charged in respect to our psychologists who still need to be paid whether you attend or not. Additionally, Life Matters Psychologists have a high demand for service and in respect of other clients waiting to be seen, with enough notice we could have allocated the appointment to someone else in need.

    Our aim is to provide clear information around making changes to your appointments and assist in planning your sessions via email and SMS reminders. It is Life Matters Psychologists practise to help client’s avoid incurring cancellation fees.

  • We very much appreciate feedback, positive and otherwise. Life Matters Psychologists is keen to hear about your recent service experience.

    Have you had a positive experience with one of our team members or services?

    If you have please let us know by emailing us at info@lifematters.com.au

    Read more

  • Please CLICK HERE to view our full credit card management policies and procedures which outline payment process and terms thoroughly.

  • Booking Fee

    At the time of scheduling initial appointments with a Life Matters Psychologists, new clients will be required to pay a $60 non-refundable booking deposit. This deposit will be deducted in partial payment from the first session that takes place. Payment of the booking deposit will secure your appointment and ensure your commitment to attending. No further booking deposits are required for any future appointments.

    Private Clients

    Life Matters Psychologists are registered with most private health funds. You may be entitled to a partial rebate through your fund but this will vary based on your level of cover, please contact your fund to find out. Life Matters Psychologists will provide you with your tax invoice as a private client so that you can claim your rebate through your fund, as we do not have HICAPS. If you are claiming through your private health fund, you are unable to also claim through Medicare under a MHCP

    Medicare Clients

    If you’ve received a Mental Health Care Plan from your GP, you can get a partial rebate from Medicare. You’ll pay the full session fee, and after your session has been attended, our admin team will process the rebate. It will then be sent to Medicare for approval, and the rebate will be deposited into the account you have listed with Medicare.

    EAP Clients

    Your employer determines the number of EAP sessions you are entitled to as they cover the costs of your session. An account will be sent to your Employer for payment, please note, your details will not be identified on any accounts. However, if your claim is at any point denied by the employer, fees will then become payable by yourself, the client.

    Workers Compensation Clients

    Your Workers Compensation Insurance is required to send an approval for Workcover which you will need to supply prior to booking your initial consultation. They will advise your number of approved sessions. An account will be sent to your Insurer for payment. However, if your claim is at any point denied by the Insurer, fees will then become payable by yourself, the client.

    NDIS Clients

    NDIS should send you an approved NDIS Participant Plan which you will need to supply to Life Matters Psychologists when booking your initial consultation.

    The Participants Plan will include a budget in which Life Matters Psychologists will provide a Treatment Plan around requirements according to your Plan.

    NDIA-Managed Funding: This is where the NDIA pays the Provider on behalf of the Participants. Life Matters Psychologists shall charge according to the current ‘NDIS Price Guide’, and claim the fee through the NDIS portal.

    Self-Management Funding: This is where the NDIA provides the Participant with funding so they can access the supports that will best help them achieve their goals. Life Matters Psychologist shall charge according to the ‘Life Matters Psychologist fee schedule’, the Participants will pay the full amount and manually claim through NDIS themselves.

    Plan-Managed Funding: This is where the NDIA will provide funding in the Participant’s plan to pay for a Plan Manager who pays the Providers. This helps keep track of funds and takes care of financial reporting for the Participant. Depending on how the Plan Manager has sent up the Participant’s Plan, Life Matters Psychologists can either charge according to the ‘Life Matters Psychologists fee schedule’ or use the ‘NDIS Price Guide’.

    DVA Clients
    You will receive a Veteran number and approval from Department of Veterans Affairs (DVA) which you will need to supply when booking your initial consultation. For DVA clients, the number of sessions available is unlimited. A claim will be sent to DVA for payment.

    Payment Terms

    To secure your appointment, full payment is due one business day before your scheduled session. This process confirms your appointment and allows for timely payment processing, enabling us to continue offering essential services to the community.

    Payment is made via our automatic charge system or over the phone manually (No AMEX).

    If payment is not received by 4pm the business day prior, your session will be cancelled and offered to the waitlist.

  • Life Matters Psychologists is committed to improving the health and wellbeing of our clients. We therefore see it as essential to deliver best practice ethical standards in all areas of our business. We have outlined our general rules and guidelines below for your information.

    Consent

    Prior to your appointment, we ask you to complete a Client Consent Form. The Consent Forms helps you to understand access to information, confidentiality, fees and our cancellation policy. The Consent Form provides us consent from you to communicate with your GP and other nominated personnel in the event that it is required.

    Conflict of Interest

    Given Newcastle and Lake Macquarie’s population (moderately small in comparison to capital cities), we may not be able to initially identify a ‘conflict of interest’. The Australian Psychological Societies (APS) code of ethics guidelines outlines that psychologists should not engage in any multiple relationships with clients. A psychologist who sees you individually, as a family or as a couple can only continue to see you in that capacity and cannot engage in providing counselling or other roles to you outside of the initial roles established.

    For example, if you see a psychologist individually, that psychologist cannot move into seeing you as part of a family or couple and further to this, they are unable to see other family members of yours if they are already engaged in seeing you for counselling.

    This is to help avoid any negative consequences associated with dual or multiple relationships for you as client and to ensure we remain a neutral party. Unfortunately, we are not always able to identify if conflicts exist. However, if a conflict comes to our attention, we may need to refer you to someone else in the practice.

    Children, Families and Couples

    We enjoy helping children, families and couples. However, in completing this work, we at times discover that children are being abused, neglected or are deemed ‘at risk’. Please note that all psychologists are legally bound to be Mandatory Reporters to the Department of Community Services if these circumstances are evident.

    Adolescents (between the age of 13-18yrs)

    If a client is aged between 13 -18 years, parents cannot book a session with their child’s psychologist to discuss their child without their child’s permission. This breaches confidentiality and can possibly damage the therapeutic alliance, impact the child’s trust in the therapist and cause avoidance of therapy further down the track. This policy is regardless of parental responsibility.

    A psychologist will only break confidentiality with a child and discuss matters with the parents, if they deem it necessary due to there being a serious risk of harm or if the child has given them consent. Outside of this, it is not appropriate that a psychologist speaks with the parents without the child being asked and given the opportunity to give informed consent. The parents may request a separate session with the psychologist if necessary.

    People at Risk

    If a client is presenting as suicidal or mentally unwell placing themselves or others at significant risk of harm, our psychologists have a duty of care to clients as well as the public. This means they may need to inform others (family members, doctors, police services) who can help to ensure client safety. Confidentiality is not in place when these circumstances are presented to a psychologist. 

    If a client is presenting as suicidal or mentally unwell placing themselves or others at significant risk of harm, our psychologists have a duty of care to clients as well as the public. This means they may need to inform others (family members, doctors, police services) who can help to ensure client safety. Confidentiality is not in place when these circumstances are presented to a psychologist. 

  • Purpose:

    To safeguard the health and wellbeing of our clients, employees, and the community, this policy outlines our strategies and actions for preventing and managing infectious diseases during declared epidemics or pandemics, with a primary focus on COVID-19.

    Scope:

    This policy applies to all clients, employees, and visitors of Life Matters Psychologists.

    Responsibilities:

    Life Matters Psychologists adheres to NSW Government health orders and workplace safety regulations

    Prevention and Preparedness:

    We proactively plan and prepare for epidemic or pandemic scenarios.

    Our COVID-19 Safety Plan details key actions in areas such as staff and patient well-being, physical distancing, hygiene, and record-keeping.

    Response:

    In the event of an epidemic or pandemic, we assist clients, staff, and others in minimizing exposure to COVID-19.

    We encourage and assist individuals at risk to seek diagnosis and take precautions.

    Standard precautions, including personal protective equipment, are provided.

    We maintain services throughout periods of concern.

    Clients or employees presenting COVID-19 symptoms are advised to use Telehealth until they meet criteria for in-person sessions.

    Employees with symptoms are sent home and follow NSW Government health orders and workplace safety regulations.

    Positive cases must be reported, and close contacts are confidentially informed to follow health guidelines.

    Closure and deep cleaning occur if multiple personnel test positive.

  • This document describes the privacy policy of Life Matters Psychologist for the management of clients’ personal information. The psychological service provided is bound by the legal requirements of the Australian Privacy Principles set out in the Privacy Act 1988 (Cth).

    Client Information

    Client files are stored in an electronic document management system which is accessible only to authorised employees. The information on each file includes personal information such as name, address, contact phone numbers, medical history, and other personal information collected as part of providing the psychological service.

    How Clients Personal Information is Collected

    A client’s personal information is collected in a number of ways during psychological consultation with Life Matters Psychologists including when the client provides information directly to Life Matters Psychologists using digital forms, correspondence via email, when the client interacts directly with Life Matters Psychologists employees such as the admin team, and when other health practitioners provide personal information Life Matters Psychologists, via referrals, correspondence and medical reports.

    Consequence of Not Providing Personal Information

    If the client does not wish for their personal information to be collected in a way anticipated by this Privacy Policy, Life Matters Psychologists may not be in a position to provide service. Clients may request to be anonymous or to use a pseudonym, unless it is impracticable for Life Matters Psychologists to deal with the client or if Life Matters Psychologists is required or authorised by law to deal with identified individuals. In most cases it will not be possible for the client to be anonymous or to use a pseudonym, however if the psychologist agrees to the client being anonymous or using a pseudonym, the client must pay consultation fees at the time of the appointment.

    Purpose of Holding Personal Information

    A client’s personal information is gathered and used for the purpose of providing psychological services, which includes assessing, diagnosing and treating a client’s presenting issue. The personal information is retained in order to document what happens during sessions, and enables the psychologist to provide a relevant and informed psychological service.

    Disclosure of Personal Information

    Clients’ personal information will remain confidential except when:

    • it is subpoenaed by a court

    • When failure to disclose the information would in the reasonable belief of the Life Matters Psychologists place a client or another person at serious risk to life, health or safety.

    • The client’s prior approval has been obtained to provide a written report to another professional or agency, eg, a GP or a lawyer

    • information within a child/adolescent’s (under the age of 18) client file may be formally requested by their legal guardian. A legal guardian is anyone who has parental rights over the child/adolescent. This means that in cases where parents are separated/divorced and both parents have legal guardianship over the child/adolescent they may request information from the file. If this information is formally requested it may be provided, without prejudice to separated parents or conflict between parents, unless otherwise prohibited by law. Circumstances where the information may not be provided include (but are not limited to): where revealing the information may reasonably lead to substantial risk of harm to others; where revealing the information may unduly violate the privacy of a third party; or where there are special legal injunctions against sharing of information regarding individuals who may be referenced within the file (e.g., Apprehended Violence Orders). Any and all information provided to a psychologist regarding a client will be placed on their file and must be provided upon any valid formal request for file information.

    • If you have been referred by a GP under a Mental Health Care Plan (MHCP) we are obligated to provide a letter to your GP after the 6th and 10th appointments. There is no charge for this.

    Requests for Access and Correction to Client Information

    At any stage clients may request to see and correct the personal information about them kept on file. The psychologist may discuss the contents with them and/or give them a copy, subject to the exceptions in the Privacy Act 1988 (Cth). If satisfied that personal information is inaccurate, out of date or incomplete, reasonable steps will be taken in the circumstances to ensure that this information is corrected. All requests by clients for access to or correction of personal information held about them should be lodged with Life Matters Psychologists. These requests will be responded to in writing within 30 days and an appointment will be made, if necessary, for clarification purposes.

    Concerns

    If clients have a concern about the management of their personal information, they may inform Matthew Stanton, Partner and Clinical Psychologist, Life Matters Psychologists, 02 4965 3530. Upon request they can obtain a copy of the Australian Privacy Principles, which describe their rights and how their personal information should be handled. Ultimately, if clients wish to lodge a formal complaint about the use of, disclosure of, or access to, their personal information, they may do so with the Office of the Australian Information Commissioner by phone on 1300 363 992, online at  http://www.oaic.gov.au/privacy/making-a-privacy-complaint  or by post to, Office of the Australian Information Commissioner, GPO Box 5218, Sydney, NSW 2001.

  • Life Matters Psychologists is predominantly a therapy-based psychology practice. However, we understand there are circumstances that may require a treatment letter or report and these can be requested.  If we are issued with a request as outlined above, the following policy applies:

    • Requests for letters and/or reports (excluding Attendance letters) are to be requested via email to info@lifematters.com.au

    • The psychologist and/or practice lead will determine if the letter or report request is able to be completed.

    • The psychologist and/or practice lead will review the letter or report request, and provide preliminary report approval if it does not require further information, documentation and is appropriate to the clients’ needs/satisfaction to legal requirements.

    The letter/report will be invoiced to the requesting party. Report price points are based on the type of report requested, and may include additional costs which may include review by a Senior Colleague. Additional costs will be billed at time taken (hourly and pro rata hourly rate). A fee will be supplied before the request is fulfilled.

    • Invoices for letters and reports is to be paid prior to the psychologist fulfilling the request.

    Please note:

    • For some Client booking types the psychologist is unable to complete a report or letter due to the nature of our contractual agreements. For example, ‘Employee Assistance Program’ clients.

    • Unfortunately, we are not able to provide independent medico-legal psychological assessments including those related to psychological injury or criminal matters. Medico-legal assessments are a specialty service offered by approved psychological practices. It is impossible for us to become an independent and objective expert witness for the court after client mental health-focused assessment and treatment has commenced. We do not collect extensive information often required in relation to these requests. Collecting information later does not improve our ability to become an independent and objective witness for the court.

  • We have a Quality Management System in place for our Code of Conduct, Privacy Policy and Complaints Handling. As part of our commitment to transparency and accountability, the following fact sheets are available:

  • As at 1st July 2024.

    Except as permitted by the copyright law applicable to you, you may not reproduce or communicate any of the ‘content’ (course content, webinars, images, downloadable content or files) on the Life Matters Psychologists’ (Life Matters) website or any Content shared by Life Matters on their affiliate websites or platforms, without the permission of Life Matters. 

    In respect to the intellectual property created and produced by Life Matters, any Content shared with external parties has a licensing ‘life’ (the duration of content being viewed, shared or distributed) set out in the policy pertaining to that Content.

    The Australian Copyright Act allows certain uses of content from the internet without the copyright owner’s permission. This includes uses by educational institutions and by Commonwealth and State governments, provided fair compensation is paid. For more information, see www.copyright.com.au and www.copyright.org.au. 

    The owners of copyright in the content on this website may receive compensation for the use of their content by educational institutions and governments, including from licensing schemes managed by Copyright Agency. 

    We may change these terms of use from time to time. 

    Please contact our Marketing Department on info@lifematters.com.au or 02 4965 3530 to check before re-using any content owned by Life Matters Psychologists.