Terms and Conditions

BOOKINGS, CONFIRMATION AND CANCELLATIONS

1.1 A minimum of 24 hours notice is required to cancel an appointment with Connection to Wellness. Our cancellation fees are as follows:

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  • 24+ hours notice - No Fee

  • 0 to 24 hours notice – Full fee or, alternatively, Rearrangement of session to another date and time- No fee (see also below potential option for video or telephone appointment, dependent on the type of consultation or treatment)

  • No Shows - Full Fee

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This policy supports us in keeping appointments available for clients that need them. If within 24 hours of your scheduled appointment, you are unable to attend your session, Connection to wellness offers the following options:

  1. Complete the appointment over the phone or via video consultation where possible.

  2. Rescheduled your appointment to a new date and time.

  3. Tentative Bookings cannot be made. Please choose your bookings carefully. This policy supports us in keeping appointments available for clients that need them.

PAYMENT

3.1 Connection to Wellness accepts Bank transfers, Cash, and square payment which will occur addition surcharge of 1.9% of fee

​3.2 All prices quoted are in Australian (AU) Dollar.

REFUND POLICY

4.1 Payment will not be invoiced if appointment is rescheduled within 24 hours of cancelling

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4.2 An invoice will be given for full amount for a no show.

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4.3 Each transaction will be treated as an individual transaction and subject to these terms and condition at the time of the transaction.

CONSENT

5.1 By using Connection to Wellness Website or when you make an appointment with Connection to Wellness you are agreeing to these terms and conditions.

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5.2 Connection to Wellness terms and conditions are subject to change at any time. You should check these terms and conditions regularly to ensure that you are aware of any updates.

MUTUAL RESPECT

6.1 Connection to Wellness employees are protected under this policy from unacceptable, aggressive, or abusive behaviour from clients accessing our services. Our clients can expect fair, open, accessible service and respectful treatment whilst accessing our services. Our employees will behave in accordance with Connection to Wellness values.

  • Unacceptable behaviour is defined as unreasonable conduct that causes distress or discomfort to others.

  • Aggressive or abusive behaviour includes any communication that causes fear, threat, or abuse.

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6.2 In the event of unacceptable, aggressive or abusive behaviour the client will be warned and asked to modify their behaviour.

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6.3 If the behaviour continues, communication restrictions may be imposed, and if necessary, all treatment with the client may be terminated.

PRIVACY POLICY

Our Privacy Policy describes the management of any client personal information. The psychological service provided is bound by legal requirements of the Australian Privacy Principals outlined in the Privacy Act 1988 (Cth).

Counselling, support work and holistic therapies services

As part of providing these services to our clients, it may be necessary for Connection to Wellness to collect and record personal information. The information collected is essential in our assessment and treatment. This information is essential to provide relevant and informed services.

CONFIDENTIALITY

All personal information gathered and recorded by Connection to Wellness during the provision of these services will remain confidential and secure except where:

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  1. It is subpoenaed by a court

  2. Failure to disclose the information would place you or another person at serious and imminent risk.

  3. Connection to Wellness are mandated by law to report to the department of community services if they have concerns that a child or young person is at risk of harm.

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HOW WE COLLECT OUR CLIENT INFORMATION

Our client’s information is collected in a number of ways, before during and after consultation with Connection to Wellness. Some of the ways in which Connection to Wellness will collect information include, but is not limited to:

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  1. Hard copy and electronic forms

  2. Email correspondence

  3. Through the Connection to Wellness website

HOW WE STORE OUR CLIENT INFORMATION

All client files are held in a secure filing cabinet and electronically via an electronic document management system.

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These files are accessible only to authorised and accredited employees of Connection to Wellness

DESTRUCTION OF CLIENT FILES

By law, Connection to Wellness is required to maintain and store your personal information for the following periods of time:

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  • If client is 18 years or older - we will maintain your records for a minimum of 7 years.

  • If client is under 18 years old we will maintain your records until the age of 25 years old.

REQUESTS FOR ACCESS AND CORRECTION TO CLIENT INFORMATION

At any stage clients may request to see and correct the personal information about them that is kept on file. The counsellor may discuss the contents with the client and/or give them a copy, subject to the exceptions in the privacy act 1998 (Cth). If satisfied that the 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 to personal information held about them should be lodged with Connection to Wellness in writing. These requests will be responded to the client with 14 business days and an appointment will be made if necessary for clarification purposes.

CLIENT CONCERNS ABOUT MANAGEMENT OF PERSONAL INFORMATION

If our client has concerns about the management of their personal information, they may inform Connection to Wellness. 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 www.oaic.gov.au/privacy/making-a-privacy-complaint or by post to Office of the Australian Commissioner, GPO Box 5218, Sydney, NSW, 2001.