Telehealth Psychology FAQs
Answers to common questions about telehealth psychology, Medicare rebates and starting therapy from home or anywhere in Australia. If you can't find what you need, make an enquiry and our team will help.
Jump to:
Getting started
Can I see a psychologist without a referral?
Yes. You can book without a referral. Medicare rebates may be available if your GP refers you for psychological support, usually under a Mental Health Treatment Plan. Without a referral you can still attend as a private client, but Medicare rebates won't apply.
Can I start telehealth psychology without attending an in-person session?
Yes. There is no requirement for a face-to-face session before starting telehealth psychology. You can get started right away.
How do I book as a new client?
Start by making an enquiry through our website, calling (03) 9900 0822 or emailing reception@theinsightfulcollective.com.au. Our admin team will call you to explain fees, rebates and payment, and answer your questions.
If you'd like, you can also arrange a free 15-minute introductory call to see whether we're the right fit. Before your booking is confirmed, you'll complete the intake form, client agreement and consent forms.
What can I expect in my first psychology session?
In your first session, your psychologist will review our intake process, including privacy, informed consent and the limits of confidentiality. You can share as much or as little as you feel comfortable with. This lays the foundation for your treatment goals and the direction of future sessions. At the end of the session, your psychologist will recommend how often to meet.
Before your first session
Find a quiet, private space where you can focus.
For phone sessions, check your signal and phone charge.
For video sessions, use a device with internet access, a camera and a microphone, such as a smartphone, tablet, laptop or computer.
Read more: How to join a telehealth session.
How do I book as an existing client?
Your psychologist will usually book your next session at the end of each session, which helps keep your recommended session frequency. You can view your existing sessions in our client portal (external site).
If you don't have a session scheduled, or need to reschedule or add a booking, please call, email or make an enquiry.
Where do you see clients?
Anywhere in Australia. Our sessions are by video or phone, so you can attend from home or any private space. Our practice is based in Melbourne.
What can I see a psychologist for?
Common reasons include anxiety, low mood, stress, burnout, perfectionism, sleep difficulties and life transitions. If you're unsure whether your concern is a good fit, make an enquiry or ask for a free 15-minute introductory call.
Do you see children, adolescents or couples?
We currently see adults only (18 and over). We do not offer couples therapy. If you're unsure whether our service suits your situation, make an enquiry and our team can point you in the right direction.
Telehealth sessions
What is telehealth psychology?
Telehealth psychology is the delivery of psychological care by video call or phone, so you can access support from anywhere in Australia without travelling to an appointment.
We use Zoom for video sessions, or phone calls if you prefer. Telehealth improves accessibility, reduces travel time and offers flexibility, while maintaining professional standards of care and privacy.
Is telehealth therapy right for me?
It may be, particularly if you value flexibility, live regionally or have limited time to travel. You can arrange a free 15-minute introductory call to discuss your circumstances. Our psychologist is an AHPRA-registered clinical psychologist based in Melbourne, and you can join from home or anywhere in Australia.
What is a clinical psychologist?
A clinical psychologist is a registered psychologist with advanced postgraduate training in assessing, diagnosing and treating mental health conditions. In Australia, this is recognised by an Area of Practice Endorsement in clinical psychology on the AHPRA register. It involves a postgraduate qualification in clinical psychology, followed by supervised practice.
Clinical psychologists use psychological therapies and do not prescribe medication. You can check any psychologist's registration and endorsement on the AHPRA public register (external site).
How long is a telehealth psychology session?
Sessions are structured the same way as in-person appointments and typically run for 50 minutes.
How often will I need sessions?
After your first session, we'll recommend a session frequency to help meet your goals. This could be as often as weekly or spaced months apart. The length of treatment varies by person and depends on your goals and situation. We review progress every session to make sure the schedule still suits you, and we usually book your next session at the end of each one.
If circumstances change or you need extra support between sessions, call or email us to book additional sessions or bring forward an existing booking.
How do I join a telehealth session?
You can attend in the way that suits you best. For every session, we recommend a quiet, private space and something to take notes with.
Video sessions: join from any device with internet, a web browser, a microphone and a camera. We recommend downloading the Zoom app (external site) before your session.
Phone sessions: make sure you have good signal. We will call you on the number you gave us.
Fees, Medicare rebates and funding
What are your fees?
Our current fees are on the Fees and Medicare rebates page. We review fees annually, considering operating costs, compliance requirements, available Medicare rebates and the Australian Psychological Society (APS) National Schedule of Suggested Fees. To keep mental health support accessible, our rates are set lower than the APS suggested fees.
Find out more about the APS National Schedule of Suggested Fees (external site).
What is a Mental Health Treatment Plan?
A Mental Health Treatment Plan (MHTP), formerly called a Mental Health Care Plan, is a structured plan your GP prepares under the Better Access initiative. It typically includes an assessment of your mental health, treatment goals and recommended services.
An MHTP is usually the first step towards Medicare rebates for sessions with a psychologist. You also need your GP's referral for psychological support under the plan. See Mental Health Treatment Plans for more.
How do I get a Mental Health Treatment Plan?
Make an appointment with your GP and discuss your mental health concerns openly. Your GP will assess whether a plan is appropriate and, if so, prepare it with you, set treatment goals and discuss referrals. Check with your GP's clinic when you book to confirm what you'll need, including whether a longer appointment is required.
If your GP refers you for psychological support under the plan, Medicare rebates may be available for an initial 6 sessions, with up to 10 sessions per calendar year.
Do you provide sessions for NDIS participants?
Yes, for NDIS participants who are self-managed or plan-managed. Contact us for details on how to book.
Do you accept private health insurance?
Yes, we can accommodate sessions under a private health insurance claim. We invoice and collect payment from you directly as a private client, and you then seek reimbursement from your insurer under your policy. We recommend checking your cover with your insurer first. Contact us for details on how to book.
Do you provide sessions for WorkCover claims?
Yes, we can provide psychological support for people funded by a WorkCover claim. Contact us for details on how to book.
Payments and cancellations
How do payments work?
We send an SMS and/or email reminder in the days before your appointment.
We ask all clients to keep a credit or debit card on file from intake.
We invoice you up to 72 hours before your appointment.
For first sessions, a 100% deposit may be required when you book.
For later sessions, we process payment within 24 hours of the invoice being issued.
What is your cancellation policy?
If we are notified of a cancellation:
with less than 72 hours' but more than 24 hours' notice, a 50% cancellation fee applies;
with no notice or less than 24 hours' notice, the full fee applies.
Medicare rebates do not apply to missed appointments.
If you arrive less than 20 minutes late, you can still attend the rest of your appointment time. If you have not arrived within 20 minutes, the appointment is treated as a cancellation with less than 24 hours' notice and fees apply. Your psychologist may, at their discretion, accommodate a late arrival.
Where payment has been processed and a cancellation fee of less than 100% applies, you can choose a refund or a credit of the excess towards your next session.
Privacy and safety
Is therapy confidential?
Yes. What you share in therapy is kept private, except in specific situations where there is a risk of harm or where disclosure is required by law. Your psychologist will discuss confidentiality with you at the start of your sessions, and it is detailed in our Client Agreement and Informed Consent form during intake.
Is this a crisis service?
No. We are not an emergency or crisis service, and enquiries may not receive an immediate reply. If you or someone else is in immediate danger, call 000. For 24-hour support, call Lifeline on 13 11 14.
Begin your mental health journey now, right from home.