Frequently Asked Questions
Therapy | Medicare | Confidentiality | Fees | Telehealth
Therapy
What happens at the first session?
It's common to feel uncertain or nervous before attending a first psychology appointment. The initial session focuses on understanding your concerns, background, and goals for therapy.
At the beginning of the appointment, your psychologist will review informed consent, confidentiality, and any questions you may have about the therapy process. You will be invited to discuss what has brought you to therapy and relevant aspects of your personal history. You are welcome to share information at a pace that feels comfortable for you.
The first session also provides an opportunity for you to decide whether the service and therapeutic approach feel appropriate for your needs. You are encouraged to ask questions about treatment, expectations, and practical arrangements.
Toward the end of the session, your psychologist may discuss initial impressions and collaboratively consider possible therapy goals and next steps. This may include discussing recommended appointment frequency and future bookings if you choose to continue.
How many sessions will I need?
The number of sessions varies depending on individual circumstances, therapy goals, and the nature of the concerns being addressed. It is not possible to predict the exact duration of therapy at the outset.
Some clients attend therapy for a short-term, goal-focused period, while others engage in longer-term work. Session frequency is typically discussed collaboratively and reviewed regularly. Many people begin with weekly or fortnightly appointments and adjust frequency over time according to progress and clinical needs.
How long is a session?
Standard psychology appointments are 50 minutes in duration unless otherwise arranged.
Do you see clients under the NDIS?
Yes. Tender Studio provides psychological services for NDIS Plan Managed and Self Managed participants.
Services are delivered in accordance with each participant’s NDIS plan and focus on psychological support related to mental health, emotional wellbeing, functional capacity, and participation in daily life activities and relationships where clinically appropriate.
Do you offer emergency or crisis appointments?
Tender Studio is not a crisis or emergency service and does not provide urgent or same-day crisis appointments. If you or someone else is in immediate danger, please contact Triple Zero (000) or attend your nearest emergency department.
For urgent mental health support in NSW, you may contact the NSW Mental Health Line (1800 011 511), available 24 hours a day.
Are there services you do not provide?
Tender Studio currently does not provide:
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Workers Compensation psychological services
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Department of Veterans’ Affairs (DVA) services
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Mandated counselling (e.g., court-ordered, parole, or probation requirements)
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Emergency or ongoing crisis management
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Psychological reports for court, legal, or insurance purposes
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Couples counselling (individual therapy may still address relationship concerns where clinically appropriate).
How personal or in-depth will therapy be?
Therapy is a collaborative process. The depth and focus of sessions are guided by your goals, preferences, and clinical judgement.
You are not required to discuss topics before you feel ready. Your psychologist may sometimes encourage reflection on important experiences when clinically relevant, while respecting your pace and consent throughout the process.
Can I attend therapy if I am not a Christian?
Yes. Tender Studio welcomes clients from all backgrounds, beliefs, and life experiences.
Some clients seek a psychologist who understands Christian faith or spirituality. However, therapy is not faith-based unless a client chooses to include spiritual or religious matters as part of their therapy goals.
All registered psychologists practise in accordance with professional ethical standards, providing respectful, non-judgemental care regardless of religious belief or personal worldview.
Medicare
Do I need a referral to attend Tender Studio?
No referral is required to make or attend an appointment. However, if you would like to access Medicare rebates, you will need a valid Mental Health Care Plan and referral from a GP or psychiatrist prior to your appointment.
Clients attending without a referral are welcome to access services privately and will be responsible for the full consultation fee.
Under current Medicare arrangements, eligible clients may receive rebates for up to 10 psychology sessions per calendar year, subject to referral and review requirements determined by the referring practitioner.
What if my referral lists another psychologist?
You do not need to return to your GP to change the name on your referral. Medicare permits clients to attend a different psychologist than the one named on the referral.
With your consent, your psychologist will provide the required correspondence to your referring practitioner to inform them that treatment has commenced.
How much is the Medicare rebate?
If you are eligible for a referral from your GP, you are able to obtain a Medicare rebate of $145.25, making your out of pocket cost $124.75.
Eligibility for rebates and the number of sessions available are determined by Medicare requirements and your referring practitioner, up to a maximum of 10 rebated sessions per calendar year.
How do I obtain a Mental Health Care Plan?
A Mental Health Care Plan can be discussed with a GP or psychiatrist, who will assess whether a referral for psychological services is clinically appropriate.
How do I claim the Medicare rebate?
Tender Studio can submit Medicare rebate claims on your behalf at the time of payment, provided your Medicare card and bank account details have been supplied.
If processed through the practice, Medicare typically deposits the rebate directly into your nominated bank account. Processing times are determined by Medicare.
Clients may also choose to submit claims independently through Medicare.
Can I receive Medicare rebates for telehealth sessions?
Yes. Where Medicare eligibility requirements are met and a valid referral is in place, telehealth psychology sessions attract the same Medicare rebate as face-to-face consultations.
Are Medicare rebates available for cancellation fees?
No. Medicare rebates do not apply to cancellation or non-attendance fees.
I’m unsure how Medicare works - can I ask for help?
If you have administrative questions about referrals, rebates, or claiming processes, you are welcome to contact the practice at hello@tenderstudiopsychology.com.au for clarification.
Confidentiality
Is everything I share in sessions confidential?
Psychologists are required to keep information discussed in sessions confidential, subject to legal and ethical limits.
Confidentiality and its limits will be explained at your first appointment and may be revisited throughout therapy to ensure understanding.
Personal information collected during psychological treatment will generally not be disclosed without your consent, except in circumstances required or permitted by law or professional obligations.
Limits to confidentiality
Information may be disclosed without your consent in circumstances including, but not limited to:
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when required by a court subpoena or other legal obligation
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where there is a serious and imminent risk to your safety or the safety of another person
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where disclosure is required to prevent a serious criminal offence
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when consulting with professional supervisors or colleagues for clinical supervision or professional consultation (identifying details are minimised where possible)
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where reporting to a referring practitioner is required under Medicare or other funding arrangements
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where you have provided consent for information to be shared with another person or organisation (for example, a GP, health professional, lawyer, or support person)
Where appropriate and practicable, your psychologist will discuss information sharing with you before disclosure occurs.
How is my information stored?
As part of providing psychological services, Tender Studio collects personal information relevant to assessment and treatment. This may include contact details, medical history, referral information, clinical notes, and payment information.
Client records are stored electronically using Halaxy, a secure practice management system used by healthcare providers.
Your information is stored securely and accessed only for purposes related to providing psychological services, administrative requirements, or legal obligations.
You have the right to request access to your personal information, subject to applicable legislation. Requests can be discussed directly with your psychologist.
How long is information kept?
In accordance with legal and professional requirements in Australia:
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Client records are retained for a minimum of 7 years from the last date of service.
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For clients who were under 18 years of age at their last appointment, records are retained until at least age 25.
What happens if I see my psychologist outside of therapy?
Psychologists maintain professional boundaries with clients outside therapy.
If you encounter your psychologist in a public setting, they will generally not initiate contact in order to protect your privacy and confidentiality. You are welcome to acknowledge them if you wish. Any such encounter can be discussed during a future session if helpful.
Psychologists do not engage with current clients through personal social media accounts or non-professional relationships.
Fees
How much does each session cost?
The standard fee for a 50-minute psychology consultation at Tender Studio Psychology is $270 per session.
Clients who hold a valid Mental Health Care Plan and referral may be eligible for a Medicare rebate. As of 1 July 2025, the Medicare rebate for a standard psychology session is $145.25.
Tender Studio Psychology also accepts NDIS self-managed and plan-managed participants, with sessions charged in accordance with current NDIS pricing arrangements ($232.99 per session, subject to guideline updates).
How do I pay for my session?
Payment can be made via:
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Direct bank transfer, or
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Card payment processed through Halaxy
If paying by bank transfer, an invoice will be issued following the appointment and payment is requested within 24 hours.
Card details are securely stored within the practice management system for administrative purposes. Where payment has not been received within the required timeframe, the stored card may be processed.
Clients may alternatively elect automatic payment processing at the time of the appointment. Applicable payment processing fees charged by the payment provider (maximum 2% + $1 per transaction) apply where relevant.
What if I need to cancel my appointment?
If you need to cancel or reschedule an appointment, please contact
hello@tenderstudiopsychology.com.au.
Tender Studio Psychology requires two business days’ notice to cancel an appointment without charge.
Cancellation fees apply as follows:
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Less than two business days’ notice: 50% of the session fee
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One business day or same-day cancellation, or non-attendance: 100% of the session fee
Business days do not include weekends or public holidays. For example, cancelling a Monday appointment on Friday or over the weekend does not provide sufficient business notice.
Repeated late cancellations or non-attendance may be reviewed with you to determine whether ongoing appointment scheduling is appropriate at that time. Medicare rebates do not apply to cancellation or non-attendance fees.
What if I am experiencing financial difficulty?
Some clients may be eligible for Medicare or private health insurance rebates, depending on their individual circumstances and level of cover.
If you have questions about fees or payment arrangements, you are welcome to contact the practice to discuss available options.
Telehealth
What is telehealth?
Telehealth refers to psychological services delivered remotely via video or telephone.
Telehealth may be offered as an alternative to face-to-face appointments where clinically appropriate. The suitability of telehealth will be considered collaboratively, taking into account clinical needs, client preference, and practical circumstances.
Telehealth sessions differ from in-person appointments. Technology may limit some non-verbal communication and may affect how information is exchanged. In some situations or for certain presentations, telehealth may not be appropriate. Your psychologist will discuss ongoing suitability with you where relevant.
When a telehealth appointment is booked, you will receive a secure link to join the session via Zoom.
What happens if there are technical disruptions?
Telehealth services rely on internet and telephone connectivity, which may occasionally be disrupted.
If technical difficulties occur:
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your psychologist may attempt to reconnect to the video session, or
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the session may continue via telephone using your nominated contact number.
Are fees and Medicare rebates the same as face-to-face sessions?
Where Medicare eligibility requirements are met and a valid referral is in place, telehealth consultations attract the same Medicare rebate as equivalent face-to-face psychology sessions.
Standard practice fees apply to telehealth appointments.
How do I pay for telehealth sessions?
Payment details are collected at the time of booking and stored securely within Halaxy.
The consultation fee is processed electronically following the appointment. Where applicable, Medicare rebate claims may be submitted at the time of payment, with rebates deposited into your nominated bank account according to Medicare processing timeframes.
How is privacy maintained during telehealth?
Telehealth involves communication via internet-based technology. While reasonable steps are taken to use secure systems, no online communication method can be guaranteed to be completely secure.
Tender Studio uses practice management and telehealth platforms designed for healthcare use. Clients are encouraged to:
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attend sessions in a private location
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use secure internet connections where possible
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protect access to personal devices and accounts
Further information about privacy and confidentiality is discussed during informed consent.
Can telehealth sessions be recorded?
Telehealth sessions are not recorded by the psychologist.
Clients are requested not to make audio or video recordings of sessions or distribute session content without prior written agreement. This supports privacy, confidentiality, and professional obligations.