Appointment Cancellation Policy
When you book an appointment, that time is reserved exclusively for you. We kindly request that you provide a minimum of 48 hours’ notice if you need to cancel or reschedule your session.
Cancellations made with less than 48 hours’ notice will incur a fee of 50% of the standard session cost.
Failure to attend a scheduled session (a "No-Show") without any notice will incur the full session fee.
We appreciate your understanding, as this policy allows us to offer the time slot to clients who may be on a waiting list and ensures the sustainability of our practice.
Complaints and Ethical Concerns
We are committed to providing professional and ethical care. If you have a concern about the service you have received, we encourage you to first discuss it with your counsellor as soon as possible. Most issues can be resolved quickly and respectfully in this way.
If you are an existing client and your concern remains unresolved, or if you believe the service provided breaches the professional Code of Ethics, you have the right to lodge a formal complaint with the relevant professional body:
Australian Counselling Association (ACA): You can find their complaints procedure and contact information on the ACA website.
Psychotherapy and Counselling Federation of Australia (PACFA): Information regarding their ethical grievance process is available on the PACFA website.
For more serious unresolved complaints, clients can also contact the Health Complaints Commissioner - Victoria, which is the independent statutory body responsible for handling complaints about health service providers.
