True North Psychology
Terms of Service

Please carefully read the information set out below. These are our terms and conditions of service. If you are unsure about any aspect of the below, please ask us for further information. These Terms of Service will govern our relationship with you, and it is extremely important that you are comfortable with, and agree to, each of the terms and conditions set out below. 

 

Summary

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A. True North Psychology’s team provides services by psychologists, provisional psychologists and gp psychotherapist. Please ask about specific services or modes of therapy during your first appointment or contact reception for further information (Services). 

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B. You have engaged True North Psychology to provide Services to you. By continuing to work with True North Psychology after receiving these Terms of Service, you accept the terms and conditions and agree to the below. 

 

C. These Terms of Services are read in conjunction with the Intake & Consent Form and the Booking Confirmation email provided to you at the time of providing these Terms of Service (New Client Intake Email). 

 

 

1. Parties

True North Psychology Pty Ltd (ABN: 20 163 118 465) of Suite 1, Level 1, 102 Kedron Brook Road, Wilston QLD 4051 (True North Psychology).
 

AND- 
 

You are the client, and Your details are set out in the Intake & Consent Form.
 

 

2. The Engagement

 

(a) True North Psychology agrees to perform the Services for You, for the Fee, as set out in the Intake & Consent Form.
 

(b) True North Psychology agrees to commence the Services upon acceptance of the Intake & Consent Form and these terms and conditions.  
 

(c) True North Psychology will provide the Services in person, by telephone or video conferencing software as required and as agreed between the parties.
 

(d) True North Psychology will only provide You with a refund of the Fee in the event You have paid for Services in advance, but that True North Psychology becomes unable to continue to provide the Services (Refund). A Refund will not be processed for Services that have been provided. 
 

3. Bookings 

(a) True North Psychology requires all bookings for initial appointments for the Services to be made by phone, through our online booking system, email or in person at our office.
 

(b) If You create an account with our practice management software platform, You acknowledge and agree to be bound by that platform's terms of use, privacy policy, and other applicable legal documentation, which will be provided to You during account creation. 
 

(c) When requested, the required fee must be paid at the time of booking Your appointment.
 

(d) You are responsible for ensuring payment for all Services as requested (Fee). True North Psychology will issue a receipt for the Fee. 
 

(e) Any unpaid Fees must be paid at least 72 hours prior to your next appointment. If unpaid Fees are not paid within this time, the next appointment may be cancelled. 
 

(f) True North Psychology reserves the right to request payment of the Fee prior to the appointment. 

 

 

4. Cancellation, Rescheduling and No-Show
 

(a) If You need to cancel or reschedule Your appointment, You agree to provide at least 24 hours notice. If less than 24 hours notice is provided, You agree that You will be liable to pay the full appointment fee. 

 

(b) If You have booked a video or telephone appointment, but You do not login/answer at the time of Your consultation, True North Psychology will attempt to contact You, however if You are late You will only have the remaining time available for the appointment and this may impact the allowable Medicare rebate You are eligible for. 

 

(c) Fees payable under this clause are referred to as Cancellation Fees. 
 

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5. Fees and Invoicing

(a) The Fees payable for the Services are set out in the Schedule of Fees set out in the New Client Intake Email. 
 

(b) If True North Psychology is required to undertake assessments, You will be provided with an approximate cost ahead of starting work for the assessment. 
 

(c) True North Psychology requires upfront payment for written reports. The report will be prepared and provided after the assessment has concluded, once payment is received. This ensures the report can be written and delivered promptly. 
 

(d) Fees are payable at the time of Your appointment. Payment can be made in person, over the phone, or where applicable via payment details that are securely stored within True North Psychology’s practice management system.
 

(e) In line with our cancellation policy, any Cancellation Fees incurred can be made in person, over the phone, or where applicable via True North Psychology’s practice management system. By providing Your payment details, You consent to this arrangement. If You have any questions or concerns regarding this process, please feel free to discuss them with us.
 

(f) The Fee payable to True North Psychology to perform the Services may be adjusted from time to time as advised by True North Psychology.
 

(g) Unless otherwise agreed in writing, if any payment under these Terms of Service is not made in full on the due date, where alternative arrangements have not been made, True North Psychology is entitled to charge You interest at the rate of 5% per annum, calculated daily. Any costs incurred by True North Psychology for steps taken to enforce payment terms will be recoverable and payable by You.
 

(h) Where applicable, unless otherwise stated, all amounts are listed in Australian Dollars (AUD) and are GST exclusive, being goods and services tax as defined in A New Tax System (Goods and Services Tax) Act 1999. 
 

 

6. Crisis Support

(a) True North Psychology does not offer a crisis service. We cannot guarantee that we will be available to respond to phone calls, text messages, voicemail, or emails quickly. This might be because we are with other clients, attending to other work or personal matters, or not at work. 
 

(b) What to do in an emergency. If You have strong thoughts or urges of suicide, self-harm, or hurting someone else; or, You have self-harmed, attempted suicide, or hurt someone else; or, You are distressed and having trouble getting back to calm and regulated, we advise You to contact one or more of the following crisis services:  
 

i. Aboriginal and Torres Strait Islander Crisis Support Line: 139276
ii. Mental Health Access Line for QLD: 130042255  
iii. Police or ambulance: 000
iv. Your General Practitioner (GP).
v. Lifeline: 13 11 14
vi. Suicide call-back service: 1300 659 467
vii. State-based crisis numbers:
NSW – 1800 011 511 – Mental Health Line
Vic. – 1300 651 251 – Suicide Help Line
Qld – 13 43 25 84 – 13 HEALTH
SA – 13 14 65 - Mental Health Assessment and Crisis Intervention Service
WA – Mental Health Emergency Response Line: 1800 676 822 (PEEL) or 1300 555 788 (Metro)
Tas. – 1800 332 388 – Mental Health Services Helpline
NT – 1800 682 288 – Mental Health Line. The Mental Health Line is a free and confidential 24-hour hotline for mental health inquiries from anyone experiencing a mental health crisis or concerned about someone's wellbeing.
ACT – 1800 629 354 – Mental Health Triage Service

 

(c) If You have contacted any of the above crisis support services, please let True North Psychology know during Your next appointment, or by email prior to the appointment. 
 

 

7. Communication
 

(a) True North Psychology will communicate with You in the following ways:
i. In person
ii. Appointments that are conducted via telephone or video conferencing 
iii. Reminders for appointments are sent via Halaxy, or other practice management system used from time to time.  
iv. If a quick reply is needed from You or You have not shown up to Your appointment, we will attempt to contact You via phone. 
v. If there is an urgent or time- sensitive situation we need to talk to You about we will telephone You
vi. All other communication with You will be by email. 
 

(b) True North Psychology will not contact You via social media for any clinical or administrative matters.
 

(c) True North Psychology are generally not able to respond to requests for clinical advice via phone call, email or text outside of Your appointment. Please limit Your discussions outside of appointment times to administrative matters, such as booking or cancelling appointments.
 

(d) For any administrative matters outside of Your regular appointment, please call or send True North Psychology an email. 
 

(e) Please do not contact True North Psychology via social media for clinical or administrative matters.
 

(f) True North Psychology will record notes relating to the therapy provided.  
 

(g) True North Psychology may use manual and artificial intelligence (AI) software for the purpose of notetaking in session, summaries, record keeping and report writing. All AI processing will be conducted in compliance with applicable privacy laws and regulations, and appropriate security measures will be implemented to protect Your personal information.
 

(h)All communication between You and True North Psychology via any medium becomes part of Your client record that True North Psychology is legally required to keep – this includes emails.

 

 

8. Warranty
 

(a) True North Psychology will use its best efforts and take all reasonable steps to help You achieve the desired results. However, True North Psychology makes no warranty that the Services will meet Your requirements or that all clients will achieve the same results. 
(b) The Services do come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the Service, You are entitled to cancel Your Service contract with True North Psychology and are entitled to a refund for the unused portion. A major failure with the service is defined by the Australian Consumer Law and includes but is not limited to severe situations where a service is unfit for the purpose it is sold or creates an unsafe situation.
 

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9. Liability
 

Unless otherwise provided for under the Australian Consumer Law, if there is an issue in relation to the Services True North Psychology will only be liable to You under these Terms to provide the Services to You again. This excludes any issues of negligence, in which case You will have the usual legal rights available to You. 
 

 

10. Disclosure and Use of Confidential Information
 

(a) In the course of providing You with a psychological service, True North Psychology requires the collection and recording of personal details and relevant information, including but not limited to Your name, contact information, medical history, psychological assessments, treatment notes, and other relevant clinical and personal information. This collection of information is vital to facilitate an informed psychological assessment and treatment. 
 

(b) Your personal details and information collected by True North Psychology will be treated in accordance with our privacy policy available on the website at www.truenorthpsychology.com.au. 
 

(c) All obligations of confidence set out in these Terms of Service continue in full force and effect indefinitely after the completion or termination of the Services, except as required by law or professional obligations. 
 

(d) These Terms of Service prohibit the disclosure of Confidential Information by both parties except as required by law or permitted under the following circumstances:
 

i. if True North Psychology needs to disclose to its professional adviser/s (such as a lawyer or accountant) to seek advice;
ii. the disclosure is required by applicable law or regulation; 
iii. if the disclosure is sharing discussions internally at True North Psychology for the purpose of supervisor discussions, or where discussion is necessary to explore and provide referral options to You;
iv. if an audit or review of clinical documentation is required for the purpose of clinical governance and/or clinical quality improvement;
v. if the confidential information is already in the public domain at no fault of the other party; or 
vi. if You are at risk of harm or if True North Psychology are legally obligated to share details for treatment for Your safety. 
 

(e) Should You prefer not to have Your personal data collected as anticipated by this document or the Privacy Policy, True North Psychology might be unable to provide You with the required psychological service. While You may request anonymity or the use of a pseudonym, such requests cannot be accommodated due to professional obligations, legal requirements, and healthcare regulations that mandate proper identification of clients, including but not limited to Medicare requirements and professional psychological practice standards. Most scenarios would necessitate the disclosure of true identity.
 

 

11. Termination clause 

Either party may terminate these Terms of Service for any reason whatsoever, upon providing notice, in person or in writing by email, to the other party. Where possible, True North Psychology will endeavour to provide as much notice to You as possible. In the case of material breach by either party, the non-breaching party may terminate immediately upon written notice.  Where appropriate, referrals for alternative care providers will be made. 
 

 

12. Dispute Resolution
 

If a dispute arises out of or relates to these Terms of Service, the parties must first attempt to resolve the dispute through good-faith mediation before commencing any legal proceedings. The mediator will be appointed by mutual agreement of the parties or, failing such agreement, by an independent mediation body. Each party will bear their own costs of mediation unless otherwise agreed.
 

 

13. No partnership or agency
 

Nothing contained or implied in these Terms of Service will create or constitute, or be deemed to create or constitute, a partnership, joint venture, or employment relationship between the parties. A party must not act, represent or hold itself out as having authority to act as the agent of or in any way bind or commit the other parties to any obligation.
 

 

14. Governing Law & Jurisdiction
 

These Terms of Service are governed by and construed in accordance with the laws of Queensland, Australia. Subject to the dispute resolution provisions above, the parties irrevocably submit to the exclusive jurisdiction of the courts of Queensland for resolution of any disputes arising out of or relating to these Terms of Service.
 

 

15. Severance
 

Any provision of these Terms that is prohibited or unenforceable will be ineffective to the extent of such prohibition or unenforceability without invalidating the remaining provisions of these Terms of Service.
 

 

16. Entire Agreement and Modifications
Both You and True North Psychology confirm and acknowledge that these Terms of Service and the Intake & Consent Form constitute the entire agreement between You and True North Psychology and will supersede and override all previous communications, either oral or written, between the parties.