This page outlines what you can expect from treatment at Macquarie Psychology, your rights and responsibilities, how telehealth works, and the limits of confidentiality.
Who Provides Your Care
Care is provided by your treating clinician. Each clinician is independently responsible for your clinical care, records, and professional obligations under their respective ethical and practice standards.
Purpose, Approach & Possible Risks
We provide evidence-based psychological and psychosocial treatments (e.g., CBT, MiCBT, trauma-informed approaches, skills training). Many clients benefit; however, outcomes cannot be guaranteed. Discussing personal issues may at times feel uncomfortable or emotionally challenging. Your clinician will explain the proposed approach and you are welcome to ask questions at any time.
Consent, review and changes
Consent is an ongoing process. By engaging in treatment, you are consenting to psychological services as described on this page.
Your consent applies for the duration of your care, and we will review consent whenever it is clinically appropriate, including:
- at least annually;
- if there is a significant change to your circumstances, safety, capacity, or goals; and
- if there is a significant change to the service (for example, a change in clinician, treatment focus, assessment/report work, telehealth arrangements, or information-sharing needs).
You can withdraw consent at any time (see “Your Role” below). If you withdraw consent for something that is necessary to provide safe and effective care, your clinician will discuss options with you, including whether services can continue safely.
Your Role
- Attend sessions regularly and arrive on time.
- Participate in agreed strategies or home practice between sessions.
- Ask questions at any time and let your clinician know if something does not feel right for you.
- You may withdraw consent to any technique—or to treatment—at any time. Please discuss options with your clinician.
- You have the right to request a second opinion or to transfer your care to another practitioner at any time.
Telehealth Consent (Video / Phone)
Telehealth may be offered where clinically appropriate. By attending via telehealth, you agree to:
- Use a private, quiet space where you cannot be overheard; do not drive or engage in risky activities during sessions.
- Ensure a stable internet / phone connection and have a backup phone number if the call drops.
- Understand that while secure platforms are used, no system can guarantee absolute confidentiality.
- Be prepared to confirm your current physical location at the start of telehealth sessions (in case we need to support your safety).
If a telehealth session becomes unsafe or the connection fails, your clinician may pause or reschedule the session,
or contact you by phone to continue or ensure your safety.
Confidentiality & Its Limits
Your information is confidential and stored securely. It may be disclosed only with your consent or when required or authorised by law— for example, if there is serious and imminent risk of harm, a court order, or mandatory reporting obligations. For details on how we collect, store, and share personal information, see the Privacy Policy.
Recording Sessions
Sessions are not recorded by us unless discussed with you and you provide written consent. We ask clients not to audio/video record sessions without first discussing this with the clinician.
Supervision & Professional Consultation
To maintain high standards of care, psychologists routinely participate in professional supervision and consultation. This may involve discussing aspects of your care. Where possible, information is de-identified so you are not identifiable. If identifying information is needed for a specific purpose, we will seek your consent unless an exception to confidentiality applies.
Sharing Information for Care & Funding
With your permission, relevant clinical information may be shared with your GP, referrer, or other providers to support coordinated care. Where a third party funds your care (e.g., DVA, NDIS, insurer), limited information (such as attendance, diagnoses, or required reports) may be provided to meet program or reporting requirements. If you choose not to consent to information sharing that is required by a funding program, you may still be able to receive services privately, but rebates/funding may not be available.
Medicare referrals (Better Access / Mental Health Treatment Plan)
If you are referred under the Medicare Better Access initiative (for example via a GP Mental Health Treatment Plan), your clinician is required to provide a brief written report to the referring practitioner at the end of each course of treatment. This helps your GP review your progress and decide whether further referred sessions are appropriate. If you prefer not to have information shared with your GP/referrer, you may be able to attend privately; however, Medicare rebates may not be available.
Records & Retention
Clinicians keep contemporaneous clinical records. Records are retained for at least the period required by Australian law and professional guidance (typically a minimum of seven years after last contact, and for minors until at least age 25). We may retain records longer where clinically, legally, or insurer-required. See the Privacy Policy for storage and access requests.
Accessing your Records
You may request access to your personal information. Administrative records can be requested from reception; clinical record requests should be directed to your treating clinician. Some limits may apply as permitted by law.
Fees, Billing & Cancellations
- Fees, rebates and gap payments are outlined at booking and in appointment communications.
- Telehealth fees are the same as in-person unless advised.
- Cancellation and late-change fees apply as set out in the Terms of Service.
Communication (Email / SMS / Phone)
- We may use email / SMS for administration (e.g., reminders, invoices, telehealth links). These channels are not suitable for emergencies.
- Limit sensitive details via email / SMS where possible. You can change your communication preferences at any time.
Children, Guardians & Capacity
- For children and young people, consent is obtained from a parent / guardian and, where appropriate, from the young person (mature minor).
- If decision-making capacity is in question, your clinician will discuss options and may seek guardian or substitute-decision-maker involvement.
Access Needs & Cultural Safety
- Please advise us of access needs (e.g., interpreter, mobility, sensory needs) so we can arrange appropriate supports.
- We are committed to culturally safe, respectful care for people of all identities, cultures, and backgrounds, including Aboriginal and Torres Strait Islander Peoples.
Feedback & Concerns
We welcome feedback and take concerns seriously. It helps us improve the care and service we provide. If you have a concern, compliment, or suggestion, you can:
- discuss it directly with your clinician or our reception team; or
- email us (for non-urgent feedback and complaints) at feedback@macquariepsychology.net.au.
If you prefer an external option, you may contact the Health Complaints Commissioner in your state or territory.
Emergencies & Crisis Support
This service is not an emergency or crisis service. If you are in immediate danger, call 000. For crisis support, contact Lifeline on 13 11 14 or see our Mental Health Resources Page.
Version 2.1 · Updated for Code of Conduct (Dec 2025) · Macquarie Psychology Hobart TAS 7000