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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).

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Medicare / Better Access

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

 

- Eligibility

• 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.

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- Referrals

• Referrals under an MHTP must be provided by the patient’s usual medical practitioner or a GP or PMP at the general practice the patient attends.

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

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- Course of treatment

• The number of services listed on the referral forms a course of treatment. The maximum limits for individual treatment are:

  • 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.

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- 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.

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- Calendar year claiming limits

• Patients can claim up to 10 individual services and 10 group psychological therapy and Focused Psychological Strategy services per calendar year from 1 January to 31 December.

• 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.

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- 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 been referred under an MHTP, PAMP or direct referral

  • the treating or referring practitioner determines the service is clinically appropriate

  • the patient consents to the service

  • 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.

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- Claiming rebates

• Medicare rebates are processed after full payment of the session fee.

• Clients are responsible for claiming their rebate through Medicare.

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

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- 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.

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- 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.

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- Client responsibility

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

• Thoughtful Connections cannot guarantee Medicare eligibility or rebate amounts.

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Payment Methods

Clients consent to paying via:

• Cash

• EFT

• Debit/credit card

• Automatic card payments via STRIPE (preferred). Automatic payments allow sessions to proceed without administrative interruption. Receipts are issued upon processing.

• By using STRIPE, you authorise Thoughtful Connections Pty Ltd to securely store your card details and process payments for booked or cancelled appointments. You acknowledge personal liability for fees not covered by third‑party funders. STRIPE’s terms and conditions are available on their website.

• Funding agents and organisations may negotiate alternative payment arrangements through contractual agreements.

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Payment Plans

Thoughtful Connections offers weekly or fortnightly payment plans for clients who prefer to spread the cost of their sessions over time or who may be experiencing financial pressure.

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- Eligibility: 

Payment plans may be offered to clients who:

• Are experiencing financial hardship

• Attend regular counselling or social work sessions

• Prefer predictable, scheduled payments

Eligibility is assessed individually.

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- Structure: 

Payment plans include:

• Minimum duration of 4 weeks

• Weekly or fortnightly instalments

• Payment via credit/debit card or bank transfer

• A written agreement outlining total cost, instalment amounts and due dates

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- ​​Attendance & Billing: 

• Standard session fees apply unless otherwise agreed.

• Missed or late‑cancelled sessions follow the Cancellation Policy and are added to the plan.

• Additional sessions can be added to the plan or paid separately.

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- ​​​​Late or Missed Payments

• A reminder is sent within 48 hours of a missed instalment.

• Instalments must be paid within 7 days.

• Two consecutive missed payments may pause or cancel the plan.

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- ​​Hardship Adjustments

Clients experiencing unexpected financial difficulty may request:

• Temporary reduction in instalments

• Short‑term pause of the plan

• Review of session frequency

• to end a Payment Plan.

 

- End of Payment Plan

• A plan may end when

  • the balance is fully paid

  • the client discontinues services, or

  • the plan is cancelled due to non-payment.

• Outstanding balances are invoiced and payable within 14 days unless otherwise arranged.

 

Payment Terms

• For invoiced services, payment terms are strictly 7 days.

• Organisations are invoiced monthly, with 30‑day payment terms.

• Receipts are available upon request.

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Private Health Funds

Clients should consult their private health insurer regarding rebates for allied health, therapeutic counselling, or social work services.

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Psychoeducation Training / Workshops

• Training and workshop fees include:

  • Hourly rate for presenting

  • Hourly rate for planning and development

  • Travel costs where applicable

• Pro‑forma invoices or quotes can be provided up to 30 days before the session.

• Tax invoices are payable within 30 days.

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Travel Costs for Face‑to‑Face Sessions Held Away from Clinic

• Sessions held outside the clinic (i.e., not via telehealth, telephone, or online) incur additional travel costs.

• Travel is calculated according to the Australian Tax Office (ATO) business travel rate, currently $0.88 per km (2025), up to a maximum of 40 km.

• Longer distances may be negotiated on a case‑by‑case basis.

• Travel is charged as a round trip from our clinic in Mount Gravatt, QLD 4122 to the session venue.

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​​Work Cover Qld Clients

• Thoughtful Connections Pty Ltd provides therapeutic counselling and mental health social work for clients funded through WorkCover.

• All WorkCover services require prior written approval from the insurer before appointments can be confirmed.

• Invoices are issued directly to WorkCover in accordance with their fee schedule and billing requirements.

• Clients are responsible for any fees not covered or declined by WorkCover, including cancellation fees, late arrivals or services outside the approved scope.

• If WorkCover funding ceases or is delayed, clients may continue services under private billing or a payment plan by arrangement.

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Fee Review Policy

• Thoughtful Connections Pty Ltd is committed to providing high‑quality, ethical, and sustainable professional services.

• Fees are set with consideration of professional qualifications, experience, ongoing training, practice costs, and the nature and complexity of services provided.

• Fees are reviewed periodically, typically annually, to ensure continued viability and quality of service - adjustments reflect changes in professional development, operating costs, and service delivery requirements.

• Where fees are revised, reasonable notice will be provided. Fee increases generally apply to new services or new clients, with existing arrangements reviewed respectfully and transitioned where appropriate.

• Thoughtful Connections Pty Ltd remains committed to transparency in all fee arrangements.

• Fees are discussed openly prior to service commencement, and clients and organisations are encouraged to raise any questions or concerns at any time.​

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If you have any questions or comments please contact us.                                                                                                                                                                                        Reviewed on 17/09/2026​​