Telehealth Policy

At Ocean Blue Social Work and Counselling, we are committed to providing safe, secure, and professional telehealth services in accordance with Australian privacy legislation and professional practice standards.

1. Telehealth Services

Telehealth appointments are delivered remotely using electronic communication technologies such as video conferencing, telephone, or secure messaging platforms. Sessions are conducted in place of in-person appointments and allow clients to access therapy and support services from their preferred location within Australia.

2. Privacy, Confidentiality, and Legal Compliance

Ocean Blue Social Work and Counselling complies with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and all relevant state and territory legislation.

Services are provided in accordance with professional standards established by the Australian Association of Social Workers (AASW), including ethical practice, confidentiality, and secure record keeping.

We take reasonable steps to protect personal and health information through secure systems and procedures. However, clients should be aware that no technology is entirely free from security risks, and there remains a small possibility of technical failure, unauthorised access, or data breaches.

Clinical records are securely retained in accordance with legal requirements:

Adult client records are retained for a minimum of 7 years from the last date of contact.
Records relating to clients under 18 years of age are retained until the client turns 25 years old.

Clients may request access to their records in accordance with applicable legislation.

For more information, please view our Privacy Policy:

3. Confidentiality Limits

All sessions are confidential except where disclosure is required or permitted by law. This may include situations where:

There is an immediate risk of harm to the client or another person
Concerns exist regarding the safety or wellbeing of a child
Records are subpoenaed by a court or otherwise legally required to be disclosed

4. Technology Requirements

Clients are responsible for ensuring they have:

A reliable internet connection or phone access
A suitable device for telehealth sessions
A private and safe environment where confidentiality can be maintained during appointments

Technical interruptions or connectivity issues may occasionally affect the quality or continuity of sessions.

5. Clinical Limitations of Telehealth

While telehealth is effective for many individuals, it may not be suitable for all circumstances. Telehealth can limit a therapist’s ability to observe non-verbal communication or conduct comprehensive assessments.

Where clinically appropriate, referrals or recommendations for alternative supports or face-to-face services may be made.

6. Communication and Record Keeping

By participating in telehealth services, clients consent to the use of video, audio, and secure electronic communication for therapeutic purposes.

Session notes and relevant communications are documented and securely stored as part of the client’s clinical record in accordance with legal and professional obligations.

7. Recording of Sessions

Sessions will not be recorded without the client’s explicit consent.

Clients are not permitted to record telehealth sessions without prior written consent from Ocean Blue Social Work and Counselling.

8. Safety and Location Requirements

Clients are asked to attend sessions from a private and safe location.

For safety and emergency response purposes, clients may be asked to confirm their physical location at the beginning of each telehealth appointment.

9. Fees and Payments

Fees are payable at the conclusion of each session unless an alternative funding arrangement has been approved.

Payments are processed securely through Tyro Health. For convenience, clients may choose to securely store their card details within Tyro Health systems for future session payments and applicable fees. Stored payment information is managed and secured by Tyro Health in accordance with its own privacy, security, and compliance obligations. Ocean Blue Social Work and Counselling does not directly store or have access to full card details.

Medicare

Medicare rebates are processed through Tyro Health and paid into the client’s nominated Medicare-linked bank account.

Clients are responsible for monitoring their available sessions under a Mental Health Treatment Plan. Once allocated sessions are exhausted, full session fees apply and Medicare rebates will no longer be available.

Additional Services

Work completed outside scheduled appointments — including reports, letters, advocacy, and professional communications — is charged at the standard hourly rate.

These services are not eligible for Medicare rebates.

NDIS and Support at Home Funding

For clients accessing services through NDIS or Support at Home funding, any costs exceeding available funding remain the responsibility of the client.

Private Health Funds

Clients claiming through private health insurance will be provided with a receipt to submit directly to their insurer.

Outstanding Payments

Where accounts remain unpaid, Ocean Blue Social Work and Counselling may engage a third-party debt recovery service.

10. Cancellation Policy

A minimum of 24 hours’ notice is required to cancel or reschedule an appointment.

Appointments cancelled with less than 24 hours’ notice, or missed appointments, may incur a cancellation fee equal to 100% of the session fee. Medicare rebates are not available for missed or cancelled appointments.

Cancellation fees may be charged via:

Invoice
Stored card payment
Applicable funding sources, including NDIS or Support at Home packages

Cancellation fees may be waived in exceptional circumstances at the discretion of Ocean Blue Social Work and Counselling.

To cancel or reschedule an appointment:

Email: tara.macdonald@oceanbluesocialwork.com.au
SMS: 0493 187 663

For further information, please view our Cancellation Policy:

Cancellation and Funding Policy

11. Crisis Support

Ocean Blue Social Work and Counselling is not a crisis response service and does not provide after-hours support.

Clients requiring immediate assistance should contact emergency on 000 or crisis support services.

Crisis support contacts can be found here:

Crisis Contacts