For assessments, a tentative plan is provided and pre-booked. Consultation with your psychologist at intake is available for alterations to the assessment plan. For counselling, up to four sessions can be booked in advance.

Due to high demand and the need to provide equitable service to all clients, we cannot reserve specific time slots for any individual or family.

You will be contacted as soon as an appointment matching your availability opens.

While we understand that unforeseen circumstances can occur, arriving late will still consume the original time allocated for your session. We recommend calling ahead to notify us.

Limited after-hours and weekend appointments are available. These slots are often booked well in advance due to high demand.

Both possess a general registration with the Australian Health Practitioner Regulation Agency (AHPRA). Both have a minimum of 6 years of training. However, Educational and Developmental Psychologists complete an additional registrar program which involves additional continuing professional development and professional supervision. This registrar program typically takes approximately 2 years and therefore Educational and Developmental Psychologists tend to have approximately 8 years of training in their field.

Both Clinical Psychologists and Psychologists are registered professionals with a minimum of six years of education and training in psychology. Clinical Psychologists have completed additional postgraduate studies, such as a Master's or Doctorate in Clinical Psychology, and have undergone a registrar program involving supervised clinical practice. This advanced training equips them with specialized skills in the assessment, diagnosis, and treatment of complex mental health disorders. In total, they have eight years of training in their field.

Counsellors at Level Up Psychology have at minimum a Masters level qualification and are registered with the Australian Counselling Association. Counsellors at Level Up Psychology provide support for issues like grief, identity, anxiety, mood problems, relationships, and stress. Both Counsellors and Psychologists are professionals dedicated to supporting mental health and well-being, but they differ in education, training, and scope of practice. Counsellors may have qualifications ranging from diplomas to master's degrees and focus helping clients process emotions and develop coping strategies.

A provisional psychologist is under supervised practice and is in the process of completing their registration requirements. They have usually had a minimum of 4 years of training.

Psychiatrists are medical doctors who can prescribe medication, while Psychologists focus on psychotherapy and psychological assessment. Psychologists cannot prescribe medication in Australia.

Therapy, counselling, and psychology, although often used interchangeably, have distinct differences.

• Counselling: Involves practitioners with varying levels of education. The focus is on processing emotions, making decisions, and empowering clients with coping skills.
• Psychology: Requires a minimum of 6 years of university education, board-certified internship, and ongoing training. Delves deeper into psychotherapy and psychological assessment.
• Therapy: The specific collaborative process between two or more people and a therapist with the goal of helping that person live a better life. The modality and focus vary across different professions.

Both aim to improve clients’ lives, but counselling suits sudden curveballs and week-to-week issues, while psychology is tailored for understanding oneself and addressing past trauma, as well as detailed knowledge of barriers to progress. There is significant overlap between the two.

Yes, parents are required to remain at the clinic throughout their child’s appointment. Please see our Child Safe Policy. In the event of an emergency and you are not present, we will be required to notify emergency services. Please notify our staff if you are stepping out of the clinic, such as for a phone call.

Yes, snacks and toys are allowed, but please be mindful of potential allergies.

Typically, psychologists are unable to consult between sessions. For urgent matters, please contact the reception team.

All sessions are confidential, except in circumstances where there's a risk of harm to yourself or others, in which case appropriate actions will be taken. Other reasons to break confidentiality may be where we are legally required to, such as a court subpoena. Our consent form informs you of the limitations of confidentiality and the purposes for which we gather your personal information.

Absolutely, if you feel that another psychologist would better suit your needs, we can certainly arrange that for you. We encourage you to speak to your current psychologist about this so that we can help arrange a good fit and reflect on your counselling experiences so far.

It is best practice in the psychology community to seek consent from both parents when parents are separated and there are no court or parenting orders in place. At times, these issues may be clarified over a series of initial appointments so that context can be fully understood.

If a court or parenting order exists, in most cases we will not proceed without the written consent of both parents, even if there are no orders relating to the involvement of allied health professionals.

Where a court or parenting order requires the involvement of both parents for any psychological treatment, we will not proceed with sessions unless both parents have been contacted to obtain their consent.

Typically, we will obtain consent from the enquiring parent first. In cases of parental separation, we will ask you to provide the other parent’s contact details so that we can reach out to them and obtain their consent. We usually recommend that you notify your child’s other parent that you are seeking psychological services for your child first.

As above, we may be unable to proceed with services if both parents do not give consent. If there are extenuating circumstances that mean obtaining consent from both parents is not feasible, this will be evaluated on a case-by-case basis.

Payment arrangements and clinical decisions are treated as two separate matters at Level Up Psychology. Clinical decisions — such as whether to proceed with sessions, the focus of therapy, and the content of any reports — are made on the basis of the child’s best interests and our professional obligations, independent of which parent is paying. Payment arrangements, in contrast, are a financial matter between the parents.

Because of this separation, we will not commence or continue sessions until there is a clear, written agreement about who is responsible for payment. This includes who will be charged on the day, whose payment method will be stored on file, who will hold any Medicare or private health rebate (where applicable), and who is responsible for any cancellation fees.

If parents are unable to reach agreement on payment, we will not proceed with sessions until that agreement is in place. This is not a clinical judgement about the value of the work or the needs of the child — it is a practical requirement to ensure our service can be delivered without disputes between parents being brought into the therapeutic relationship. We cannot mediate, allocate, or apportion fees between parents, and we cannot withhold reports, services, or clinical documentation as leverage in a payment dispute.

Some practical points to be aware of:

• Our standard cancellation policy (see Payments) applies regardless of which parent is paying, and the parent listed as the payer remains responsible for any cancellation fees that are incurred.
• Only one parent can be linked as the Medicare claimant for any given session. If you wish to alternate or change this arrangement, please notify our reception team in advance — it cannot be retrospectively amended.
• If the paying parent’s circumstances change during the course of an engagement (for example, if they decide to stop paying), sessions will be paused until a new payment agreement is reached. We will notify both parents that sessions are on hold; we will not disclose the reason beyond what is necessary.
• Court or parenting orders that specify how allied health costs are to be shared do not change our process: we still require a clear, prospective agreement between the parents about how those costs will reach us (i.e., which parent pays us directly, and how reimbursement between parents is then arranged separately).
• Our consent and clinical processes (see Do you require both parents’ consent...) are independent of these payment arrangements. A parent who is not paying may still be required to provide clinical consent, and a parent who is paying does not, by virtue of paying, gain additional rights to clinical information or decision-making.

Yes. Where both parents have provided consent and are involved in the engagement, both parents are entitled to receive copies of reports and invoices on request, regardless of which parent is paying. The parent who is not paying does not have fewer rights to clinical information, and the parent who is paying does not have additional rights to it. If a court or parenting order specifies otherwise, please provide us with a copy and we will review it.

In most cases, yes. For assessments, we generally recommend separate intake or feedback sessions where parents are in significant conflict, as joint sessions can shift the focus away from the child. For ongoing counselling, attendance arrangements are decided by the treating clinician based on what is in the child’s best interests. We do not exclude a parent from sessions on the basis of who is paying, but if a parent is requesting additional sessions, they must agree to pay for those sessions.

Sessions will be paused until a new payment arrangement is in place. We will notify both parents that sessions are on hold and will not disclose the reason beyond what is necessary. Any outstanding fees remain the responsibility of the parent listed as the payer at the time the fees were incurred. We will not withhold reports or clinical documentation as leverage in a payment dispute, but we are not obliged to continue providing services where fees are unpaid.

Only one parent can be linked as the Medicare claimant for any given session. Parents will need to agree in advance who that will be, and notify our reception team. Claimant arrangements cannot be retrospectively amended after a session has been processed. Where parents wish to alternate (for example, claim under each parent’s Mental Health Care Plan in turn), this must be arranged with reception prior to each session.

No. Orders specifying how allied health costs should be shared between parents are agreements between the parents — they do not change our requirement for a single, prospective payment arrangement with us. We still need one parent to be listed as the payer on our system. How that parent is then reimbursed by the other parent under the order is a matter to be resolved between them, and not something we can administer or apportion on their behalf. If parents cannot agree on how payments will be handled, we will not proceed with sessions.

No. Medicare and most private health funds require the rebate or claim to be processed against a single nominated claimant per session. Mixing claim sources across parents within the same session is not possible. Parents will need to agree which scheme is being used for each session in advance.

Yes, dual consent for clinical services applies in the same way regardless of how services are funded. The NDIS service agreement is a separate document and is signed by the participant’s nominee or plan manager as recorded with the NDIS. Where parents disagree about the use of NDIS funds, this should be resolved through the NDIS or the relevant plan manager — we are not able to mediate funding decisions between parents.

If a court order grants one parent sole parental responsibility for medical, health, or allied health decisions, we will generally not require consent from the other parent. We will need a copy of the order on file before proceeding on this basis. Sole care arrangements (such as the child living primarily with one parent) without a corresponding order do not, on their own, remove the requirement for dual consent.

A step-parent or new partner cannot provide clinical consent for a child unless they hold formal parental responsibility under a court order. They can be the nominated payer on the account, with the agreement of both biological parents. Being the payer does not grant clinical decision-making rights or access to clinical information.

Each of these conditions presents unique obstacles to learning and coordination, necessitating tailored interventions.

• Developmental Coordination Disorder (DCD) and Dyspraxia: Often used synonymously, these terms describe significant difficulties with motor skill coordination affecting daily activities and academic performance. DCD highlights motor coordination issues not associated with neurological impairment, impacting tasks requiring fine and gross motor skills, such as writing or athletic activities.
• Dyslexia: This specific learning disorder is marked by challenges in accurate and fluent word recognition, spelling, and decoding abilities. Dyslexia contrasts with expectations based on cognitive abilities and the quality of instruction, predominantly affecting reading and related language-based processing skills.
• Dysgraphia: A specific learning disorder affecting writing, Dysgraphia involves difficulties in handwriting, spelling, and organizing thoughts on paper. Symptoms may include unclear, inconsistent handwriting, poor spelling, and challenges in thinking and writing simultaneously. This disorder can be particularly complex to diagnose in individuals with DCD/Dyspraxia due to overlapping symptoms related to motor skills. Distinguishing Dysgraphia from DCD/Dyspraxia requires careful evaluation of the individual’s writing skills, independent of motor coordination issues. For instance, a person with DCD might struggle with the physical act of writing but not with spelling or organizing thoughts, while someone with Dysgraphia may face challenges across these areas, despite having adequate motor skills for other tasks.
• Dyscalculia: This condition is characterized by difficulties in understanding numbers, learning how to manipulate numbers, and learning facts in mathematics. It is a specific learning disorder that affects mathematical abilities, distinct from other learning disorders due to its focus on number sense, calculation, and math reasoning.

It's important to recognise that Specific Learning Disorders (SLDs) can manifest in various domains, such as reading, writing, and mathematics, each with distinct characteristics. While Dyslexia is a well-known SLD affecting reading, individuals can also experience SLDs in reading that don't strictly align with Dyslexia's typical profile. For example, a person might have significant trouble with reading comprehension but not necessarily with word recognition or decoding, illustrating the diversity within SLDs.

Understanding these disorders' nuances enables more effective support and intervention, emphasising the importance of tailored approaches based on individual assessments. As professionals, our goal is to identify and address everyone’s unique challenges, fostering an environment where they can thrive despite these obstacles.

For children under 12, only parents should attend the first session. For those 12 and older, we recommend that the teenager be present.

Level Up Psychology does have access to non-verbal tests. In our experience, it is more beneficial to use more comprehensive and broad test tools that measure both non-verbal and verbal skills, even if verbal skills are an area of weakness. This can help assist in us making recommendations that may be applicable for school-based funding or NDIS funding applications. You should discuss test and assessment plans with your allocated clinician.

It is beneficial to have input from other stakeholders such as parents or partners, as they can provide additional context.

Yes, for individuals who are 16 years old and above.

Generally, no, report costs are included in the assessment package. Report fees may apply where an additional report or document is requested outside our standard assessment processes. If this applies, we will notify you prior to writing any reports.

A feedback session is always scheduled at a minimum of four weeks after the final assessment session. This period allows our clinicians ample time to thoroughly analyse and interpret the assessment results within the context of the client’s unique situation. If any assessment sessions are delayed, it will consequently delay the feedback session. We do not provide early access to raw results, as it is our ethical responsibility to ensure all findings are presented accurately and comprehensively during the feedback session. If you have deadlines due to an upcoming medical appointment or funding application due date, you must notify our reception team prior to your intake session so that we can ensure that we can meet your deadline.

Under the Health Records Act, clients have the right to notify us of any factual inaccuracies in their reports, and we are obliged to update this information accordingly. It's important to us that our records are accurate and reflective of true assessments. However, it is essential to differentiate between factual inaccuracies and professional opinions derived from the interpretation of data. Our professional opinions, based on comprehensive assessments and interpretations, are not subject to change based on requests, as they represent our expert judgment and analysis.

In general, once documents have been released to clients and their families, we do not permit alterations unless to correct factual inaccuracies. This policy is in place to maintain the integrity of our professional assessments and to manage the extensive time requirements associated with revising documents.

If there are aspects of a report that a family prefers not to disclose to a school or other third party, we can offer to create a tailored school summary report. This summary will focus only on the information relevant to the educational context, potentially avoiding the disclosure of sensitive or unnecessary details. Please note, creating a school summary report may incur an additional fee, reflecting the professional time and effort required to prepare such documents.

Level Up Psychology implements a process called “Feedback Informed Treatment” (FIT). FIT is a client-centred approach where client feedback on each session drives the therapy process. It involves routinely gathering feedback on the client's experience of the session and progress towards goals. This approach helps therapists tailor their methods to better suit individual client needs, ensuring therapy is responsive and effective. Level Up Psychology does not use this information to performance manage their clinicians.

If you provide low ratings on these questionnaires, it's important to know that this feedback is both valuable and welcomed. Low ratings are a crucial part of the therapy process as they guide your therapist in adapting and tailoring the sessions to better meet your needs and concerns. Your honesty in feedback ensures that the therapy remains client-focused and effective. Your therapist may discuss these ratings with you to understand your perspective and to make necessary adjustments in the approach or focus of the therapy. Remember, the goal of these questionnaires is to create a collaborative, transparent, and effective therapeutic environment.

All psychologists are required to complete professional development to maintain their registration. At Level Up Psychology we believe in a concept known as “Deliberate Practice”. Deliberate Practice refers to a structured method where therapists continually refine their skills by focusing on areas needing improvement, often identified through feedback and self-reflection. This method involves setting specific goals, seeking expert guidance, and engaging in targeted practice. It aims to enhance the therapist's effectiveness and the quality of client care.

For children under 12, only parents should attend the initial session to provide background and context. For teenagers, consult your clinician for guidance.

For younger children, parental presence is recommended. For teenagers, consult your clinician for guidance.

It is our policy that a parent, guardian, or teacher need to be present and contactable for all telehealth sessions. If there is no parent, guardian, or teacher present, we will need to cancel the session and reschedule.

Initially, sessions are scheduled fortnightly. Frequency will be adjusted based on individual clinical needs.

Yes, telehealth appointments are an option, although suitability will be evaluated on a case-by-case basis.

The duration of therapy varies for each individual and depends on your specific needs and treatment goals. This may be anywhere between 2 sessions to 40 sessions, or more if necessary. Depending on your circumstance’s rebates may be available for some of these sessions.

In most cases a session is 50-60 minutes long. However, there may be circumstances where a shorter or longer session is required or suitable. We will notify you of this before conducting such sessions.

Homework exercises may be assigned to help reinforce strategies and skills learned during sessions. This promotes active engagement and allows for more effective skill transfer to real-life situations. For children, research shows efficacy of therapy is greatly improved when parents are engaged with the content that is being covered with their child.

For counselling services, the Australian Psychological Society (APS) recommends a fee of $311 per session, while the Australian Association of Psychologists Inc (AAPi) recommends a fee of $315 per session. These recommended fees serve as guidelines to reflect the value of psychological services and the costs associated with providing high-quality care. In most cases, our services are provided at a lower per hour rate than these recommended fees.

No. As all payments are due the day of service, we require payment via Halaxy or processed using our HICAPS machine.

We can process some health insurance claims but it depends on the health fund.

We will call you after the session to process the fee via our HICAPS machine, or use the stored encrypted card details we have on Halaxy.

Cancellation fees are as follows:

• 0 - 24 hours’ notice: 100% of fee
• 24 - 48 hours’ notice: 50% of fee
• 48 - 72 hours’ notice: 25% of fee

Yes, although a telehealth option is available as an alternative.

Yes, Medicare provides specific items designed for parent consultations. There are limitations on how many sessions and the nature of the sessions; please consult with your clinician for further details.

If you have questions about your invoice, please contact our reception for clarification.