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Terms and conditions of service

Psychological service 
As part of providing a psychological service to you, Veterans Psychology needs to collect and record personal information from you that is relevant to your situation, such as your name, contact information, medical history and other relevant information as part of providing psychological services to you. This collection of personal information will be a necessary part of the psychological assessment and treatment that is conducted.

Purpose of collecting and holding information 
Your personal information is gathered as part of your assessment and treatment, is kept securely and, in the interests of your privacy, used only by your psychologist and the authorised personnel of the practice (as necessary). Your personal information is retained in order to document what happens during sessions, and enables the psychologist to provide a relevant and informed psychological service to you. A more detailed description is provided in the practice’s ‘Privacy policy for management of personal information’, which can be obtained by contacting The Privacy Policy contains information about how to access and seek correction of your personal information, and how to lodge a complaint about our management of your personal information.

Consequence of not providing personal information 
If you do not wish for your personal information to be collected in a way anticipated by this letter or the Privacy Policy, Veterans Psychology may not be in a position to provide the psychological service to you. You may request to be anonymous or to use a pseudonym, unless it is impracticable for Veterans Psychology to deal with you or if Veterans Psychology is required or authorised by law to deal with identified individuals. In most cases it will not be possible for you to be anonymous or to use a pseudonym.


Access to client information 
At any stage you are entitled to access your personal information kept on file, subject to exceptions in the relevant legislation. The psychologist may discuss with you different possible forms of access.


Disclosure of personal information 
All personal information gathered by the psychologist during the provision of the psychological service will remain confidential except when:

1. it is subpoenaed by a court, or disclosure is otherwise required or authorised by law; or
2. failure to disclose the information would in the reasonable belief of Veterans Psychology place you or another person at serious risk to life, health or safety; or
3. your prior approval has been obtained to

  • provide a written report to another professional or agency. e.g., a GP or a lawyer; or

  • discuss the material with another person, eg. a parent, employer, health provider or third-party funder; or

  • disclose the information in another way; or

  • disclose to another professional or agency (e.g. your GP) and disclosure of your personal information to that third party is for a purpose which is directly related to the primary purpose for which your personal information was collected


Your personal information is not disclosed to overseas recipients, unless you consent or such disclosure is otherwise required by law. Your personal information will not be used, sold, rented or disclosed for any other purpose. In the event that unauthorised access, disclosure or loss of a client’s personal information occurs, Veterans Psychology will activate the data breach plan and use all reasonable endeavours to minimise any risk of consequential serious harm. 

Provision of a telehealth service
Where appropriate the service may be provided by telephone or videoconferencing. You are responsible for the costs associated with setting up the technology needed so you can access telehealth services. Veterans Psychology will be responsible for the cost of the call to you and the cost associated with the platform used to conduct telehealth services.  To access telehealth consultations, you will need access to a quiet, private space; and the appropriate device, i.e. smartphone, laptop, iPad, computer, with a camera, microphone and speakers; and a reliable broadband internet connection.  The privacy of any form of communication via the internet is potentially vulnerable and limited by the security of the technology used. To support the security of your personal information this practice uses Coviu, which is compliant with the Australian standards for online security and encryption.

Limitations of telehealth
A telehealth consultation may be subject to limitations such as an unstable network connection which may affect the quality of the psychology session. In addition, there may be some services for which telehealth is not appropriate or effective. Your psychologist will consider and discuss with you the appropriateness of ongoing telehealth sessions.


Cancellation Policy
If you need to cancel or postpone your appointment, you must give the psychologist at least two business days' notice.  Cancellation less than two business days in advance will incur a 100% cancellation fee. This fee may be charged to either yourself, or a third party payer if applicable.  By accepting an appointment with Veterans Psychology, you are agreeing to this cancellation policy.

Informed consent for return to face-to-face sessions during the COVID-19 pandemic

This document contains information about Veterans Psychology’s decision to resume or begin in person services taking into account the COVID-19 pandemic. Our decision is informed by advice from the Department of Health, public health orders and best practice recommendations. In returning to face-to-face services a number of factors must be considered, including vaccination status, risk of exposure and duty of care to protect individual and public health. There may be other considerations that you can discuss with Veterans Psychology.  From time to time, we may meet for sessions using a face-to-face format.   If there is an increase in health risk, including a spike in COVID-19 cases or other pandemic related concerns, Veterans Psychology may choose to return to sessions via telehealth where appropriate and clinically relevant. You understand that by returning to in-person services in a shared office environment, you are assuming a risk for potential exposure to the virus.  It is important to acknowledge that all parties are responsible for taking relevant precautions to minimize exposure to COVID-19, and keep everyone safe (yourself, myself, other staff, other patients, our families, and our broader community). 


To maintain ongoing in person services you:

  • will alert Veterans Psychology of your vaccination status. If you are not vaccinated or do not wish to disclose your vaccination status we will discuss how best to go ahead with your sessions while maintaining our safety in accordance with our practice’s Covid Safe Plan

  • will alert Veterans Psychology prior to appointments of any possible symptoms you have experienced, within the 10 days prior to your appointment.

  • will let Veterans Psychology know before any appointment if you are unwell or have been in contact with a COVID positive case, and we will reschedule your appointment or make it telehealth if possible

  • will sign into the rooms using the relevant, CovidSafe app and QR code or manually sign in with the required details.

Veterans Psychology may change the above precautions if additional local, state, or federal orders or guidelines are published. If that happens, we will talk about any necessary changes.

Our practice is operating under a COVIDSafe plan and taking necessary precautions to protect your safety on this premises. If you have any queries about what we are currently doing to ensure we maintain an optimal level of safety, please do not hesitate to discuss these efforts with your psychologist. Notably, we are unable to eliminate all risk.  If anyone who enters the premises tests positive for COVID-19, Veterans Psychology will notify you, so you are informed and able to take the necessary precautions. Additionally, in the case where the clinic has an infection, Veterans Psychology may be required to notify local health authorities or government bodies. If this is the case, Veterans Psychology will only provide the minimum necessary information (in line with QR code check in data) to the relevant authorities. No further details regarding your interactions with myself, and our work together, will be disclosed.

Crisis Support 
Veterans Psychology cannot provide unscheduled crisis support. For such assistance you may present to your nearest emergency department and/or call Lifeline on 131114 or Open Arms on 1800 011046.

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