Good Counselling facilitates access to counselling and provides website, booking and administrative services. Counselling sessions are delivered by individual practitioners.

Before you commit to a booking, the booking information will identify your practitioner and the person or legal entity supplying your counselling service. Any separate practitioner service terms will also be made available before you agree to them.

Practitioners are responsible for the professional delivery of their counselling and for complying with the legal, ethical and professional obligations applicable to their qualifications, membership, registration or professional association.

Good Counselling remains responsible for the services it supplies and for its own conduct and legal obligations. Describing a practitioner’s responsibilities does not exclude or transfer any responsibility that Good Counselling has under applicable law.

Services available through Good Counselling may include:

• individual counselling;
• couples and relationship counselling;
• marriage counselling;
• family counselling;
• pre-marital counselling;
• workplace and Employee Assistance Program (EAP) counselling; and
• other counselling and wellbeing services.

Available services and practitioners may change. Changes affecting a confirmed appointment will be communicated to you and handled under the cancellation and rescheduling arrangements below.

Counselling is an individual and collaborative process. Outcomes depend on your circumstances and a range of other factors.

No particular therapeutic, psychological, relationship or personal outcome is guaranteed.

This does not limit your right to receive services with due care and skill or any other guarantee, right or remedy that applies under the Australian Consumer Law.

Appointments may be booked through our website or third-party booking services, including Calendly and MyAppointments.

You are responsible for providing accurate contact and booking information. Please check the practitioner, appointment time, time zone and session format before confirming your booking, and contact us promptly about any errors.

An appointment is confirmed when confirmation is provided through the applicable booking system or by Good Counselling. The agreed booking details include the applicable fee, payment due date and cancellation conditions.

If you are booking for another person, please ensure you have authority to provide their information. Making a booking or paying for a session does not itself give you access to that person’s counselling information or replace their consent to counselling.

Your practitioner will explain their counselling approach, the proposed service, confidentiality and its limits, and how counselling records are managed. You will have an opportunity to ask questions before giving informed consent.

You may choose not to proceed with counselling or withdraw your consent to further counselling. Fees for services already provided, and any fair cancellation fee disclosed and agreed before booking, may still apply, subject to your legal rights.

For both online and in-person sessions, clients, practitioners and anyone else participating must obtain the prior, express and informed consent of all participants before making an audio or video recording, taking screenshots or using an automated transcription or AI note-taking tool. Where a participant cannot legally give consent, the practitioner must determine what lawful authority and consent are required.

Any agreed recording or transcription must also comply with applicable privacy and recording laws. This does not prevent a practitioner from keeping ordinary written counselling notes in accordance with their professional obligations and the privacy information provided to you.

Good Counselling generally collects and holds information needed for enquiries, bookings, payments and administration. Appointment details and information you provide about your health may themselves be health information.

Your practitioner is responsible for maintaining their counselling notes and clinical records. Good Counselling remains responsible for any personal or health information it holds or controls, including information held through a service provider.

You may contact your practitioner about access to or correction of their counselling records. You may also contact Good Counselling about information we hold or if you are unsure who to contact. We will respond to requests concerning information we hold and, where appropriate, help direct other requests to your practitioner.

Our Privacy Policy explains how we collect, use, disclose and protect personal information and how to make an access request, correction request or privacy complaint.

Information discussed during counselling is generally confidential. Your practitioner will explain the limits of confidentiality as part of the informed consent process.

Information may be disclosed with your consent or where required or authorised by law. This can include compliance with a court order or another legal obligation.

Disclosure without consent may also be permitted to lessen or prevent a serious threat to life, health or safety, where the conditions under applicable law are met. Under the Privacy Act, this includes circumstances where it is unreasonable or impracticable to obtain consent and there is a reasonable belief that disclosure is necessary to address the threat.

For an online session, you will need:

• a suitable device and access to the agreed technology;
• an appropriate internet connection; and
• a private environment where you can participate safely.

Please take reasonable steps to prevent others from overhearing your session. Your practitioner will also take reasonable steps to protect privacy at their end.

Before the session, confirm how to contact your practitioner if the connection fails. Your practitioner may ask for your current location and appropriate emergency contact details to support safe online care.

If technical difficulties interrupt a session, contact your practitioner or Good Counselling promptly so that an alternative connection, rescheduling or another appropriate solution can be discussed. Any fee or refund decision will take account of the cause of the interruption, the service actually provided and your rights under the Australian Consumer Law.

Counselling for children and young people requires consideration of their capacity to consent, any necessary consent from a parent or guardian, confidentiality, parental involvement and access to information.

The practitioner will explain the arrangements that apply, taking account of the young person’s circumstances, applicable law and professional obligations.

Booking or paying for a young person’s counselling does not automatically entitle a parent, guardian or other person to receive their counselling records or details of their sessions.

Where counselling is funded through an EAP, additional arrangements may apply to eligibility, the number of funded sessions, bookings and cancellations. These will be explained before you commit to a booking. Any payment you may need to make personally must be disclosed and agreed in advance.

Counselling is generally confidential. Your employer does not automatically have access to your counselling records or the content of your sessions because it funds the service.

Any reporting arrangements, including attendance or service-use reporting, will be explained to you. Personal or health information will only be shared with your consent or where otherwise permitted or required by law. An EAP agreement does not override applicable privacy or confidentiality obligations.

The applicable fee, session duration, any additional charges and the payment due date will be disclosed before you commit to a booking. Prices will identify the total amount payable, including GST where applicable and any unavoidable charges.

Payment is due at the time specified in the booking information or otherwise agreed with you before booking. Any deposit or prepayment requirement will also be disclosed in advance.

Fee changes apply to future bookings. We will not increase the agreed fee for a confirmed appointment without your agreement.

Payments may be processed through Stripe or another third-party payment provider. Relevant provider terms and privacy policies may also apply, without limiting Good Counselling’s own legal obligations.

Please read our Cancellation & Refund Policy before committing to a booking. The applicable notice period, how to cancel or reschedule, and any fees for late cancellation, late arrival or a missed appointment will be made available before you agree to the booking.

Contact us or use the cancellation or rescheduling method specified in your booking information as soon as you know you cannot attend.

Any cancellation fee must have been disclosed and agreed before booking. Fees will be applied reasonably and must not operate as an unfair penalty or exclude your rights under the Australian Consumer Law.

If Good Counselling or your practitioner cancels an appointment, we will notify you as soon as reasonably practicable and offer to arrange another appointment or a refund of any amount prepaid for the cancelled session. You will not be charged a cancellation fee, and you do not have to accept a credit or replacement appointment instead of that refund.

Our cancellation and refund arrangements do not limit any additional remedy available to you under the Australian Consumer Law.

Services supplied to you come with guarantees that cannot be excluded under the Australian Consumer Law, including the guarantee that services will be provided with due care and skill.

For major failures with a service, you are entitled:

• to cancel the relevant service contract with the supplier; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage resulting from a failure to meet a consumer guarantee.

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified within a reasonable time and, if this is not done, to cancel the relevant contract and obtain a refund for its unused portion.

These rights apply against the supplier of the relevant service. Good Counselling remains responsible for meeting its own obligations, including where it is the supplier of a service. Contact us if you need help identifying the appropriate person to address a service concern.

Nothing in these Terms, any practitioner terms or any cancellation or refund policy excludes, restricts or modifies a consumer guarantee, right or remedy that cannot legally be excluded.

Good Counselling uses third-party providers to support the website and administration, including:

• Calendly – appointment scheduling;
• MyAppointments – appointment and practice management; and
• Stripe – payment processing.

Your use of these services may also be subject to their relevant terms and privacy policies. Some providers may process or store information outside Australia.

Our Privacy Policy provides further information about these providers and overseas processing. Using a third-party provider does not remove Good Counselling’s own legal obligations.

We aim to ensure website information is accurate and current. Articles, resources and other website content provide general information and are not a substitute for professional advice about your individual circumstances.

We may update, change or remove website content. Changes to website content do not automatically alter the conditions already agreed for a confirmed booking.

Unless otherwise stated, the content, branding, logos, images, resources, articles and design of this website belong to or are licensed to Good Counselling.

You may access the website and download or print information for personal, non-commercial use, keeping any copyright notices intact.

You must not otherwise reproduce, distribute or commercially use our content without permission, except where permitted by law.

Our website may link to third-party websites for convenience or information. We do not control those websites or their content, security or privacy practices.

Please review the relevant terms and privacy information before using a third-party website. Nothing in this section excludes any responsibility Good Counselling has under applicable law.

We aim to maintain a reliable and secure website but cannot guarantee that it will always be available, uninterrupted or error-free. We may temporarily suspend or modify the website for maintenance, security or other operational reasons.

If a website or booking-system problem prevents you from managing an appointment, contact us using the details below. Your applicable consumer rights continue to apply.

Good Counselling is not an emergency or crisis service.

Our website, enquiry channels and routine counselling appointments should not be relied on when immediate assistance is required.

If you or another person is in immediate danger in Australia, call 000 or attend the nearest emergency department. If you are outside Australia, contact the emergency service in your location.

Where there is a serious threat to life, health or safety, information may be disclosed where the conditions under applicable law are met, as explained in the Confidentiality section and our Privacy Policy.

We may update these Terms to reflect changes to our services, legislation, technology or business practices. The current version and its update date will be published on this page.

Updated terms apply to future website use and bookings made after the update takes effect. A change published on this page does not automatically change the terms already agreed for a confirmed booking.

If a change is proposed for an existing booking, we will explain it and seek your agreement before applying it, unless the change is required by law. Any changes required by law will be explained to you where they affect your booking. Your non-excludable legal rights remain unaffected.

These Terms are governed by the laws of Queensland, Australia. This does not exclude any mandatory protection or right that applies under Australian law or the law of another state or territory, or restrict your right to bring a complaint or claim in a forum available to you under applicable law.

If any provision is invalid or unenforceable, it will not apply to the extent of that invalidity or unenforceability. The remaining provisions continue to apply to the extent they can operate independently.

For questions about these Terms, bookings, payments, cancellations or a concern about a service, please contact Good Counselling administration:

Good Counselling Pty Ltd
ABN: 23 638 074 156
Email: admin@goodcounselling.com.au
Telephone: 0415 959 267
Online: Contact Good Counselling
Website: www.goodcounselling.com.au

Please explain your concern and the outcome you are seeking. We will acknowledge your complaint, consider it fairly and respond within a reasonable time, keeping you informed if further investigation is needed.

You may raise a concern about counselling directly with your practitioner or contact Good Counselling for help. We will address matters within our responsibility and, where appropriate, help you raise other matters with the practitioner.

You may also contact a relevant health complaints body, consumer protection agency, privacy regulator or professional association. Our complaints process does not limit your right to seek an external remedy.

For privacy complaints or requests to access or correct personal information, please refer to the process in our Privacy Policy.