Information for Clients
iFlexis provides confidential, compassionate counselling for adults who want to bring more colour, clarity and direction back into their lives. You’re supported through strong therapeutic relationships and evidence-based practice delivered with warmth, collaboration and clinical integrity. Your privacy, informed-consent rights and safe-care protections are upheld at all times.
Treatment is tailored to the concerns that matter most to you, using approaches designed to create meaningful and sustainable change. When you’re considering therapy, questions naturally come up — and having clear information makes the process easier. Many people reach out when life feels heavy, direction is unclear or old strategies stop working. This page brings together the key details you need to understand how therapy works, what to expect, and how to move forward with confidence and clarity.
If you’re ready to explore therapy that supports clarity, direction and long-term psychological change, you can book your first appointment or make an enquiry at any time.
ABOUT PSYCHOLOGISTS AND COUNSELLING
What is a psychologist and what do they do?
A psychologist helps you understand patterns in your thoughts, emotions and behaviour, and supports you to create meaningful change. Registered psychologists use evidence-based strategies to improve wellbeing, work through difficulties and build durable skills for long-term growth. Psychologists are regulated health practitioners and must uphold strict legal, ethical and professional standards — including confidentiality, practising within competence, and ensuring care is safe, respectful and grounded in informed consent.
Why should I attend counselling?
People attend counselling for many reasons — feeling overwhelmed, stuck, stressed, low in mood or disconnected from their goals. Therapy offers space to understand what’s holding you back and develop practical strategies to help you move forward with confidence.
Do I need a referral to see a psychologist?
You can self-refer at any time. A GP referral is only needed if you wish to claim Medicare rebates.
Do people feel uncomfortable coming to therapy?
Yes. Feeling unsure at first is completely normal. Therapy is designed to be a safe, supportive space where you can go at your own pace.
Is psychological counselling effective?
Yes. Psychological therapy is highly effective across many concerns. Evidence shows that therapy leads to lasting improvement, particularly when it’s collaborative and aligned with your goals. When treatment is delivered safely, ethically and in partnership with you, outcomes are often significantly enhanced.
What if I feel worse before I feel better?
An initial rise in emotion or discomfort can occur as difficult material is explored. This is temporary, and we pace treatment together to maintain safety and stability.
What if I disagree with something in therapy or feel uncomfortable?
You’re encouraged to raise concerns at any time. Therapy is collaborative, and your psychologist will adjust the approach to ensure you feel safe, heard and respected. Feedback — including when something feels unhelpful or not quite right — strengthens the therapeutic relationship and improves treatment. If something isn’t working for you, we want to know so we can make appropriate adjustments together.
WHAT TO EXPECT IN THERAPY
What should I expect from my first session?
The first session is a longer appointment (around 90 minutes). It allows time to explore your concerns, understand what’s been happening for you and identify the outcomes you want. You’ll also discuss your rights, responsibilities, confidentiality and informed consent so you can make informed decisions about your care. Together, we develop a personalised plan to guide therapy.
What about follow-up sessions?
Follow-up sessions are usually 50–60 minutes. These sessions deepen the work from the first appointment, focus on skill application, adjust strategies and support steady, meaningful progress. Treatment remains flexible and responsive to your goals, and progress is reviewed regularly.
How many sessions will I need?
This varies. Some people attend short-term; others benefit from longer-term therapy, particularly when working through deeper patterns or long-standing difficulties. Pace and duration are guided by your needs, preferences and wellbeing.
Intake, Preparing for Therapy and Informed Consent
What is your intake process?
Before your first appointment, you’ll be emailed a small set of electronic intake forms. These cover your basic details, informed consent, assessment questions, and key practice policies so you can make an informed decision about treatment.
The forms are completed online and are securely uploaded to our system once submitted. You will also receive a copy to your nominated email for your records.
Please use your full name consistently across all forms to ensure your file is correctly allocated. These forms allow us to obtain informed consent, gather information to track how things change over time, and ensure we have the correct personal and clinical details in place so your care can begin safely and smoothly
Can I request a copy of my treatment file?
Yes. Access is provided in line with privacy legislation. Some material may require discussion before release. A fee usually applies due to the time required to prepare and compile your file.
I’ve consented to engage in therapy — can I withdraw that consent, or does it expire?
Yes. Your consent to engage in therapy is not permanent or binding. You can withdraw your consent at any time, for any reason. Informed consent is an ongoing process and is reviewed as needed throughout treatment. If circumstances change, you have the right to pause, stop, or reconsider therapy at any point.
FEES, REBATES AND FINANCIAL INFORMATION
What does a session cost?
Standard fees range from $200 to $250 for private and MHCP sessions depending on the type and length of session. Longer appointments and written reports attract additional time-based fees. Fees and rebate options are outlined clearly so you can make informed decisions before commencing treatment.
Why do I have to pay a security retainer?
A security retainer is required to hold appointments and protect session times. It covers late-cancellation or non-attendance fees when they occur, helping maintain consistent and fair appointment availability for all clients.
Security retainer and pre-payment processes differ by location
Fortitude Valley (Next Practice Newstead):
• Private and MHCP clients pre-pay through HotDoc. This secure pre-payment holds your session time and is credited toward your fee.
- Third-party funded clients (WorkCover, insurers) do not pre-pay through HotDoc; they pay a security retainer that remains in place across all sessions and is used only if cancellation or non-attendance fees apply.
Hamilton (Hamilton Health Hub):
• Private clients can pre-pay or pay a security retainer.
• Third-party funded clients must pay a security retainer for the duration of treatment to cover any applicable cancellation or non-attendance fees.
This structure keeps appointments reliable, supports extended session availability and maintains stable access to care.
How do I pay for my session?
Payment can be made by EFTPOS, credit card or direct deposit. Telehealth sessions are invoiced ahead of time for easy online payment.
Can I claim a Medicare rebate?
Yes — with a valid Mental Health Care Plan. You pay the full fee first; the rebate is processed afterwards.
How much is the Medicare Rebate?
Until 30/06/25, the Medicare rebate is $98.95.
Can I just pay the gap fee?
No. Medicare requires full payment before a rebate can be applied.
Can I claim a private health fund rebate?
You may be able to, depending on your fund. Private health insurance cannot be used on the same day as a Medicare rebate. To determine your eligibility and the rebate amount, you’ll need to get in touch with your health fund.
Can I claim Medicare and private health for the same session?
No. You must choose one or the other.
Do you offer bulk billing or fee concessions?
Bulk billing is not offered. Fee concessions may be available in limited circumstances for existing clients experiencing financial difficulty that impacts access to care.
APPOINTMENTS AND BOOKING
How do I make an appointment?
Booking processes differ by location.
Fortitude Valley (Next Practice Newstead):
• Private and MHCP clients must book through HotDoc.
• Third-party funded clients must contact the practice directly so security-retainer arrangements can be completed before the appointment is confirmed.
Hamilton (Hamilton Health Hub):
• All appointments can be booked by phone or email.
Will my session be confidential?
Yes. Psychologists are legally and ethically bound to maintain confidentiality. Your information is handled according to privacy legislation, ethical standards and mandatory reporting obligations. Any limits to confidentiality are explained at your first appointment.
What if I need support between sessions?
Between-session contact is limited to administrative matters. Clinical support occurs in session only. We do not provide crisis or after-hours services. If you are in immediate distress, contact 000, attend your local emergency department, or call Lifeline on 13 11 14.
Are Telehealth sessions as effective as in-person sessions?
Yes. Research shows Telehealth can be equally effective for many concerns. Sessions follow the same structure, pace and level of support.
ATTENDANCE, CANCELLATIONS AND TELEHEALTH
What is your cancellation policy?
A minimum of 48 working hours’ notice is required to cancel or reschedule.
What are the cancellation and non-attendance fees?
• Less than 48 hours: 50% of the session fee
• Less than 24 hours: 100% of the session fee
• Non-attendance: 100% of the session fee
These fees are not covered by Medicare, WorkCover or private health funds.
What if I have COVID-19 and need to cancel?
Your session can be converted to Telehealth. If you decline this option within 48 hours, cancellation fees may still apply.
What if I need to switch from in-person to Telehealth?
This is fine. If you notify us within 24 hours, switching to Telehealth helps you avoid late-cancellation fees and maintain continuity of care.
PRACTICAL DETAILS
Do you offer parking?
Yes. Free parking is available at all locations for up to two hours.
WORKCOVER AND THIRD-PARTY FUNDING
What if I’ve been referred through WorkCover?
You’ll need an active claim, approval for psychological sessions and your case manager’s details. Once approved, billing is processed directly through WorkCover
As part of WorkCover-funded treatment, psychologists are generally required to provide clinical reports to WorkCover and your treating doctor outlining symptoms, assessment information, diagnosis (where appropriate), treatment, progress, recommendations and, if requested, opinions regarding work capacity and prognosis. These requirements are standard and are discussed as part of informed consent for WorkCover AND THIRD PARTY services.