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Your Questions Answered. Frequently Asked Questions at Counselling Line

At Counselling Line, we understand that seeking support and guidance can be an important step towards personal growth and emotional well-being. We believe that everyone deserves a safe and non-judgmental space to explore their thoughts, feelings, and challenges.

On this page, we have compiled a list of commonly asked questions that clients like you often have before starting counselling. Whether you're curious about the counselling process, fees, confidentiality, or anything else, we encourage you to take a few moments to browse through the questions and answers provided.

If you can't find the answers you're looking for, please don't hesitate to reach out to our friendly team. We are here to provide you with the support and guidance you need to make the most of your counselling experience.

What’s the difference between a psychologist and a counsellor?

Generally a counsellor and psychologist do similar work. They both offer talk therapy to help clients through difficult times in their lives and/or seek clarification and direction around personal issues. Psychologists have specialised training to analyse mental health problems and provide assessments.

At Counselling Line, all of our therapists have professional registration indicating extensive training. They are also required to attend regular supervision as part of their registration and employment conditions.

Do I need a referral or a Mental Health Care Plan?

No, you do not need a referral or a Mental Health Care Plan from your doctor. However, you are welcome to provide us with a copy of a referral, especially if you would like us to communicate with your doctor/referrer about your treatment.

How long is an appointment?

Appointments are 50 minutes long. If you require a longer appointment such as for multiple issues, please select an 80 minute appointment at the time of booking.

How much is an appointment?

An appointment with qualified counsellor is $120 per 50 minutes. An 80 minute appointment costs $180. No GST is charged as this is a mental health service. Cancelled or non-attended appointment fees will include GST. NDIS and private health insurance may be available for you. Please check with your provider.

How do I pay?

As you complete your Client Intake Form, you will enter your credit card details into an encrypted format. No one can view your encrypted information, not even our staff. As you choose your appointment time, you will be required to pay to secure the booking. Payment will be automatically taken from your card on file. You cannot book an appointment without paying for your session up front.

Why pay up front?

By paying for your appointment at the time of booking, you reduce the administration time (and cost) of us following up clients for payment. It also shows a level of commitment by you, the client, to your therapeutic process.

Can I receive a Medicare rebate?

Medicare rebates are not available for sessions with qualified counsellors. For your information, the standard cost to see a registered psychologist is $280 per 50 minutes. Medicare offers a rebate of around $90. The cost to you after your Medicare rebate is approximately $190. The cost to see a qualified counsellor is $120.

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What if I need to update my credit card details?

You can do this yourself by following these instructions. Alternatively, call us with your new card details and we will update them for you on your file.

Can I reschedule my appointment?

You can always reschedule your appointment up to 48 hours prior to your appointment time. If you cancel or reschedule with less than 48 hours’ notice and we are unable to fill your appointment time, you will be charged the full amount of your consultation
fee, plus GST. If we can fill your late cancelled appointment with someone from our waitlist, you will receive a full refund, minus credit card surcharge fees.

We will always do our best to fill late cancelled appointments but we cannot guarantee that your appointment will be filled by
someone else.

What if I need to change my appointment format?

It is easy to change your appointment type on your booking confirmation email. Simply choose a new consultation format (either face-to-face, video, phone or text). You and your therapist will be sent a notification of the change in format.

This is a great option if your internet isn’t working properly and you need to change to phone, or you’re suffering from anxiety and would prefer a text appointment.

Can I book my teenager in to see a counsellor?

Yes. Be sure to choose the Child Intake Form (not the Adult version) and sign as a Legal Guardian or Parent. Both parents must consent to the child attending therapy.

Please note that it is a Counselling Line policy that the consultation is for the teenager and no discussion of the consultation will be entered into under any circumstances with a parent or guardian. This allows your child a safe space to disclose information that they may not want to share with friends or family. Clients must be 16 years or older. Adults are 18 years and older.

Will the counsellor ever call emergency services?

Mental health workers are mandated to report a client to emergency services if we have reason to believe that you may cause significant harm to yourself or someone else. Talking about suicidal thoughts is not a reason for mental health workers to call emergency services. Talking about suicidal thoughts with a trusted confidante can be part of an individuals’ safety plan.

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