FEES

• All charges for sessions and services are outlined in our Fee Schedule, available on our website or as a downloadable PDF upon request.

• A complimentary first session of up to 30 minutes is offered to new clients. All subsequent sessions are charged at the published rates.

• Your appointment confirmation email will outline the fee for your booked session (business hours or after hours), or fees will be as discussed and agreed between you and your clinician.

• Fees are based on the allocated session length in the Fee Schedule. Sessions that end early at the client’s request are charged at the full session rate. If a clinician must end a session early for reasons unrelated to the therapeutic process, the session will be rescheduled without prejudice.

• Fees are payable before or at the time of the appointment via cash, credit/debit card, EFT, Medicare rebate processing, or HICAPS Digital (for eligible private health funds). Invoicing can be arranged with prior agreement. If you require alternative payment options, please discuss this with us.

• Eligible Medicare rebates are processed after full payment of the session fee. If eligible, your rebate will be submitted electronically and returned to your nominated bank account. Medicare rebates cannot be claimed for cancelled sessions, couples counselling, supervision, court attendance, or non‑clinical reports.

• Private health rebates may be available depending on your fund and level of cover. Thoughtful Connections offers HICAPS Digital, allowing eligible clients to pay the full session fee and have their rebate processed electronically. Refunds are typically returned within 24–48 hours. Private health rebates cannot be claimed in combination with Medicare for the same session.

• We encourage clients to reach out if experiencing financial stress. Fee reductions or alternative arrangements may be considered on a case‑by‑case basis.

• Fees for Professional Supervision, Training, Consultancy, Court Attendance, Specialist Briefings and Report Writing attract GST at the current rate of 10% when applicable.

• Home visits and face-to-face appointments conducted away from the clinic incur an additional $30 service fee, plus return travel charged at the current ATO cents-per-kilometre rate. Travel costs will be confirmed prior to booking. Appointments are available within a 60-minute travel radius of our Mt Gravatt clinic.

 

APPOINTMENTS: CANCELLATIONS, LATE ARRIVALS, NON‑ATTENDANCE, RESCHEDULING

1.   Cancellations

Our cancellation policy ensures fair access to services for all clients. We understand emergencies and unforeseen circumstances occur; please notify us as early as possible if you need to cancel or reschedule.

*  Cancellation by Thoughtful Connections

• We may cancel, postpone, or reschedule appointments due to clinician or venue unavailability or unforeseen circumstances.

• Clients will be notified in writing.

• Pre‑paid sessions will be refunded in full if alternative dates are unsuitable.

• Refunds are processed within 30 days via EFT.

*  Cancellation by the Client

• All cancellation requests must be in writing (email or SMS).

• Where prior notice has been given in writing for cancellation, no cancellation fee will be applied.

- Cancellations 2 business days or more before the appointment

• No fee applies.

• For prepaid sessions, credit toward future bookings may be considered at our discretion.

- Cancellations 1–2 business days before the appointment without prior notice:

• Prepaid sessions: 50% refund

• Unpaid sessions: 50% cancellation fee

• Refunds will be processed within 30 days via EFT.

- Cancellations with less than 1 business day without prior notice:

• Prepaid sessions: no refund

• Unpaid sessions: 100% cancellation fee will be charged

• Medicare rebates and private health rebates cannot be claimed for cancelled sessions.

• Third‑party funders typically require clients to pay cancellation fees themselves.

2.   Late Arrivals

• Reminder messages are sent prior to appointments.

• If you are late:

  • The clinician will wait 15 minutes before considering the appointment forfeited.

  • If you arrive within 15 minutes, the session will be shortened accordingly.

  • The clinician may choose to wait longer or run the full session at their discretion.

3.   Non‑Attendance (“No Show”)

• If no contact has been received about the client's inability to attend the session, no refunds or transfers apply. Full session fees are payable.

• Rebates are not available for cancelled or unattended sessions.

• Third‑party funders typically require clients to pay cancellation fees themselves.

4.   Rescheduling

• If cancellation occurs 1–2 business days before the appointment, the session may be rescheduled.

• A maximum of two rescheduled appointments is permitted before the clinician reviews attendance and discusses alternative support options.

 

CONCESSION / HEALTHCARE CARD HOLDERS

• Clients holding a valid Concession or Healthcare Card are eligible for a 50% rebate on published fees.

• Proof of concession must be provided (photo upload or email).

 

MAIC / CTP CLAIMS

• Thoughtful Connections provides therapeutic counselling and mental health social work for clients with approved MAIC / CTP claims.

• Claim details must be provided so we can confirm approved sessions.

• If your claim is accepted, there is no out‑of‑pocket cost for approved services.

• If coverage is declined, you are responsible for the session fee.

• Cancellation fees are not covered by MAIC / CTP.

• Reports are sent directly to the insurer or referrer as required.

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MEDICARE / BETTER ACCESS & OTHER MEDICARE‑FUNDED PATHWAYS

Thoughtful Connections is approved to provide Medicare‑rebated services under several programs. Eligibility, referral requirements and claiming rules are set by Medicare and may change over time.

1.  Mental Health Treatment Plan (MHTP)

Patients may be eligible for Better Access mental health treatment services if they have a referral from:

• a general practitioner (GP) or prescribed medical practitioner (PMP) managing the patient under a Mental Health Treatment Plan (MHTP)

• a psychiatrist managing the patient under a referred psychiatrist assessment and management plan (PAMP)

• a psychiatrist or paediatrician providing a direct referral.

2.  Eating Disorder Treatment Plan (EDTP)

Patients with a diagnosed eating disorder may be eligible for Medicare‑rebated psychological treatment under an Eating Disorder Treatment Plan.

• EDTP referrals must be completed by a GP, psychiatrist, or paediatrician.

• EDTP allows access to up to 40 psychological treatment sessions per calendar year.

• EDTP referrals must include a physical health review and meet Medicare’s diagnostic criteria.

• A new referral is required when the listed number of sessions is completed.

3.  Pregnancy Support Counselling

• Pregnant clients or clients who have recently been pregnant may be eligible for up to 3 Medicare‑rebated Pregnancy Support Counselling sessions.

• A referral is required from a GP.

• These sessions are focused on emotional wellbeing related to pregnancy, birth, miscarriage, termination, or perinatal adjustment.

• Partners may attend with the client if clinically appropriate.

4. Perinatal Mental Health

• Clients experiencing perinatal mental health concerns may be eligible for Medicare‑rebated services for:

  • Perinatal mental health support

  • Pregnancy loss counselling

• A referral from a GP, psychiatrist, or paediatrician is required.

5.  Chronic Disease Management (CDM)

• Clients with chronic health conditions may be eligible for Medicare‑rebated allied health services under a CDM plan.

• CDM referrals must be completed by a GP.

• CDM allows access to up to 5 allied health sessions per calendar year across all allied health providers.

• CDM rebates apply only to eligible services and do not reduce the session fee.

6.  Referrals

• Referrals under any Medicare program must be provided by the patient’s usual medical practitioner or a GP/PMP at the general practice the patient attends.

• If the patient is enrolled in MyMedicare, the referral must come from that practice.

7.  Course of Treatment (MHTP & Group Therapy)

• The number of services listed on the referral forms a course of treatment. For MHTP:

  • up to 6 services for the initial course

  • the remaining services for subsequent courses, up to a maximum of 10 services per calendar year.

• Referring practitioners may also refer a patient for up to 10 group therapy services in any one referral.

• A new referral is required for each course of individual or group therapy services.

8.  Referral Validity

• Referrals remain valid for the number of services listed, even if the patient changes their treating allied health professional.

• Unused services at the end of a calendar year may be used in the following year, but they will count toward the new year’s claiming limit.

9.  Calendar Year Claiming Limits

• Patients can claim:

  • up to 10 individual MHTP services

  • up to 10 group therapy services

  • up to 40 EDTP services

  • up to 3 Pregnancy Support Counselling sessions

  • CDM sessions as approved by their GP

• Claiming limits are based on the date of service, not the date of referral.

• Once a patient reaches their yearly limit, they may continue with self‑funded services until the end of that calendar year.

10.  Family and Carer Participation

• Eligible health professionals may provide up to 2 Better Access services per calendar year to a family member or carer when:

  • the patient has a valid referral

  • the service is clinically appropriate

  • the patient consents

  • the service forms part of the patient’s treatment

  • the patient is not present.

• These services count toward the patient’s annual allocation of individual Better Access services.

11.  Claiming Rebates

• Medicare rebates are processed after full payment of the session fee. Where possible, rebates may be submitted electronically on your behalf; otherwise, clients are responsible for claiming their rebate through Medicare.

• Rebate amounts and item numbers are determined by Medicare and may change over time.

12.  Service Eligibility

• Medicare rebates apply only to services that meet Medicare’s criteria.

• Not all services offered by Thoughtful Connections are eligible for rebates and eligibility does not guarantee a rebate amount.

13.  Fee Structure

• All fees are set independently of Medicare and do not vary based on rebate eligibility.

• Medicare rebates are not discounts and do not reduce the fee payable at the time of service.

14.  Client Responsibility

• Clients are responsible for ensuring their referral is current and for providing required documentation before their session.

• Thoughtful Connections cannot guarantee Medicare eligibility or rebate amounts.

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