Practice Policies

At Big Changes Psychology, we are committed to providing professional, respectful and high-quality psychological care. The following policies help ensure a safe, supportive and effective experience for all clients.

Respectful Communication

We are committed to providing a professional, respectful and supportive service to every client.

We ask that all communication with our psychologists and administrative staff is respectful and appropriate.

We have a zero-tolerance approach to abusive, aggressive, argumentative, threatening, discriminatory, intimidating or harassing behaviour towards any member of our team.

Where inappropriate behaviour occurs, we may end the interaction, decline further communication, or discontinue services where appropriate.

Thank you for helping us maintain a safe and respectful environment for everyone.

Privacy and Confidentiality

Protecting your privacy is an important part of the care we provide.

Your personal and health information is collected, stored and managed in accordance with Australian privacy legislation and professional standards.

Information about your care remains confidential except where:

  • you provide consent for information to be shared;

  • disclosure is required or authorised by law; or

  • there are concerns about your safety or the safety of another person.

As part of our collaborative model of care, we routinely communicate with your referring GP, psychiatrist or other treating health professionals. This forms part of the care we provide.

Please refer to our Privacy Policy for further information.

Communication with Clients

Big Changes Psychology provides services exclusively to adults aged 18 years and over.

As our clients are adults, we communicate directly with them regarding appointments, treatment, reports, invoices and all other aspects of their care.

To protect client privacy and confidentiality, we do not discuss a client's care with family members, partners or other third parties unless the client has provided appropriate written consent or we are otherwise authorised or required to do so by law.

This approach supports client autonomy, confidentiality and compliance with Australian privacy legislation.

Telehealth Suitability

Big Changes Psychology provides services exclusively via secure telehealth.

Telehealth is an effective and convenient way to deliver psychological care for many people. However, it is not suitable for every individual or every clinical situation.

If we believe your needs would be better met through face-to-face care or another service, we will discuss this with you and, where possible, help you identify a more appropriate provider.

Scope of Practice

Our practice provides individual psychological therapy for adults aged 18 and over. We do not provide couples, relationship or family therapy. To ensure every client receives the most appropriate care, we work within clearly defined areas of clinical practice. Some people are better served by specialist or locally based in-person services that are designed to meet their needs.

Our practice does not provide psychological services for:

  • Active psychosis, acute psychiatric crises, ongoing suicide risk, or conditions requiring specialist psychiatric management, including eating disorders, bipolar disorder and personality disorders,

  • WorkCover, TAC, NDIS, Victims of Crime, or other third-party-funded psychological services

  • Medico-legal assessments, court reports, expert witness reports, Independent Psychological Examinations (IPEs), or other legal assessments

  • The Australian Defence Force, police, emergency services, correctional services, firearm licensing, the Department of Veterans' Affairs (DVA), or other employment, licensing, or government agency requirements

If, during assessment or treatment, we determine that your needs fall outside our scope of practice, we'll discuss this with you and, where appropriate, help you access a service that is better suited to your circumstances.

Professional Boundaries

Our psychologists maintain clear professional boundaries in accordance with the Psychology Board of Australia's Code of Conduct and other applicable professional standards.

Maintaining appropriate professional boundaries helps ensure that the therapeutic relationship remains safe, objective and focused on your care.

Attendance and Cancellations

Appointment times are reserved specifically for you.

If you need to cancel or reschedule an appointment, please provide at least 24 hours notice. Late cancellations or missed appointments incur a 50% cancellation fee.

Electronic Communication

Email and SMS are used for appointment reminders and other administrative communication.

These communication methods should not be used to request urgent clinical advice or to seek assistance during a mental health emergency.

If your situation is urgent, please contact your GP, your local mental health service, or call 000 if you or someone else is in immediate danger.

Recording Appointments

Audio or video recording of appointments is not permitted unless agreed to in advance by both you and your psychologist.

Feedback and Concerns

We value feedback and are committed to continually improving the care we provide.

If you have any concerns about our service, we encourage you to contact us so that we can work with you to resolve the matter promptly and fairly.

Related Information

For information about how we collect, use and protect your personal information, please see our Privacy Policy.

For information about the use of this website, please see our Website Terms of Use.