Terms of Service – Sunflower Psychology Services

1. Acceptance of Terms
By accessing or using the services of Sunflower Psychology Services, you agree to comply with and be bound by these Terms of Service. Please read them carefully before engaging any services. By continuing to engage with services after any updates, you confirm your continued acceptance of these terms.

2. Services Provided
Sunflower Psychology Services provides:

• Functional assessments, consultations, training, counselling, and psycho-education.

• Workshops and training to enhance autism and ADHD awareness and skills for parents, carers, educators, and employers.

• Services delivered in accordance with AHPRA, APS, and NDIS Practice Standards, code of conduct and ethics.

• Confidentiality maintained as per Australian privacy laws and legal requirements.

3. Appointments and Cancellations

• Appointments must be scheduled in advance.

• Cancellations or rescheduling must be made at least 48+ hours in advance to avoid a fee.

• Cancellations made within 0–48 hours of the appointment will be charged the full session fee.

• Rescheduling within 0–48 hours of the appointment will incur a $125 fee, payable prior to the next session.

• Missed appointments without prior notice (no-shows) will be charged the full session fee.

• If you are unable to attend in person (e.g. due to illness), a telehealth appointment may be offered where appropriate.

• Cancellations can be made via phone or email:

  • Phone: 0424 187 829

  • Email: enquiries@sunflowerpsychologyservices.com.au

• Clients using NDIS funding will be charged cancellation, rescheduling, and no-show fees in line with current NDIS guidelines.

• All fees will be processed on the day of your appointment using the credit card securely stored on file.

4. Fees and Payments

Self Funded Clients:

• Full payment is required on the day of the appointment

NDIS Clients:

• Self-Managed Plan Clients: Full payment due on the day of the appointment.

• Your credit card will be charged after attendance or for cancellations, rescheduling, or no-shows in line with NDIS policies.

• Plan Managed Clients: An invoice will be emailed directly to your nominated Plan Manager.

• NDIA Clients: An invoice will be uploaded to the NDIA portal.

• Responsibility: You are responsible for ensuring your NDIS funding is current and sufficient.

Medicare Clients:

• Full payment is made on the day of the appointment. Eligible Medicare rebates will be deposited into your nominated account a few days after the session.

Private Health Insurance Clients:

• Full payment is required on the day of your appointment. A receipt will be provided after the session to assist with claiming back from your private health insurer.

For All Clients:

• Fees will be discussed during the first consultation.

• Stored credit card details will be collected in advance, stored safely and only used for session attendance, cancellations, rescheduling, or no-shows, in accordance with Sunflower Psychology Services' policies and NDIS guidelines.

5. Insurance, Rebates and Funding

• Receipts are provided to support eligible reimbursement claims through Medicare, NDIS (self-managed), or private health insurers.

• Clients using NDIS funding are required to confirm whether their plan is self-managed, plan-managed, or NDIA-managed prior to booking and to provide the relevant details.

• Sunflower Psychology Services is not responsible for any delays, changes, or decisions relating to rebate eligibility or funding policies.

6. Telehealth Services

• Telehealth (video or phone) services are available for eligible clients in line with Medicare and NDIS guidelines.

• Clients must ensure a stable internet connection, a private space, and necessary technology.

• Clients are responsible for maintaining the privacy of their own environment during telehealth sessions.

7. Emergency Situations
Sunflower Psychology Services does not provide crisis or emergency services. If you are in crisis, please contact:

• Mental Health Line: 1800 011 511

• Lifeline: 13 11 14

• Beyond Blue: 1300 22 4636

• Visit your nearest hospital emergency department

In case of significant distress during a session, appropriate steps may be taken, including contacting emergency contacts or emergency services if necessary.

8. Clients' Rights
Clients have the right to:

• Confidential, safe, and non-discriminatory services in line with ethical, professional, and NDIS Practice Standards.

• Ask questions about counselling, consultation, education or assessment processes.

• Access and request corrections to their personal information under the Australian Privacy Principles (APPs).

9. Limitations of Services

• Psychological services are provided based on professional judgment.

• Not all concerns can be addressed within this practice, and referrals to other professionals may be recommended.

• Where a conflict of interest or ethical concern arises, appropriate steps will be taken to ensure client safety and continuity of care.

10. Termination of Services

• Either the client or psychologist may end the therapeutic relationship if necessary.

• If a service agreement is in place under NDIS, termination will follow the notice period outlined in the agreement.

• Referrals to alternative professionals will be provided where appropriate.

11. Confidentiality and Privacy

• Personal information is collected, stored, and managed securely in compliance with the Privacy Act 1988 (Cth).

• Information remains confidential except when:

  • Required by law or subpoena

  • There is a risk of harm to the client or others

  • The client provides written consent to share with a third party

• No information is disclosed to overseas recipients unless legally required or explicitly consented to.

• Clients may access or request corrections to their personal information under the Australian Privacy Principles (APPs), which are part of the Privacy Act 1988 and govern the handling of personal information.

• For NDIS clients, reportable incidents are managed in line with the NDIS (Incident Management and Reportable Incidents) Rules 2018 and associated guidance.

12. Changes to Terms

• Sunflower Psychology Services reserves the right to update these terms at any time.

• Any changes will be published on the website.

• The most current version will always be available on the website, and clients are responsible for reviewing it regularly.

13. Website Use and Disclaimer

• Website content is for informational purposes only and does not substitute for professional, medical or psychological advice.

• Sunflower Psychology Services does not guarantee the accuracy or currency of website content and may update information as needed.

• External links do not constitute endorsement. Sunflower Psychology Services is not responsible for third-party content.

14. Complaints and Feedback

• Clients are encouraged to provide feedback or raise concerns with Penelope Johnston.

• Complaints are managed according to the Feedback and Complaints Policy.

• For complaints by NDIS clients, the NDIS Quality and Safeguards Commission at 1800 035 544 can be contacted or they can visit www.ndiscommission.gov.au.

15. Risk and Incident Management

• Risks are managed proactively in line with the Risk Management Policy.

• All incidents, including near misses or potential breaches, are managed through our Incident Management System.

• Sunflower Psychology Service’s Incident Management Policy aligns with NDIS requirements.