Our Policies
Our Policies
To avoid a cancellation fee, you must cancel or reschedule your appointment at least 48 hours before your scheduled session start time. This reasonable notice is required as a courtesy to your Psychologist and other clients on our waitlist; When appointments are cancelled repeatedly or at short notice, it is difficult to offer that time to another client who also needs support.
Your privacy is of the utmost importance to Good Egg Psychology. We understand the sensitive nature of personal information and the trust that is placed in us when it is shared. This policy provides information about the confidentiality of your treatment with our practice and how we collect and use personal information about you.
To avoid a cancellation fee, you must cancel or reschedule your appointment at least 48 hours before your scheduled session start time. This reasonable notice is required as a courtesy to your Psychologist and other clients on our waitlist; When appointments are cancelled repeatedly or at short notice, it is difficult to offer that time to another client who also needs support.
The following cancellation fees apply:
- More than 48 hours notice: No cancellation fee
- Between 24 and 48 hours notice: A fee of 50% of the session cost
- Less than 24 hours notice or no-show: A fee of 100% of the session cost
Cancellation fees are not eligible for rebates from Medicare, private health funds or SIRA, and in the case of NDIS will reduce funds available for other services. Clients with outstanding cancellation fees may not be able to access further sessions until the fee has been paid.
You will be sent an email and/or SMS reminder of your appointment. However, occasionally technology fails so these should not be relied upon as the sole memory aid for the appointment.
How to cancel or reschedule:
- Email: hello@goodeggpsychology.com.au
- Phone or Text: 0494 033 097 – Please leave a voice message if your call is not answered
Rescheduling:
- More than 48 hours notice: You can reschedule your appointment without incurring a fee
- Less than 48 hours notice: If you need to reschedule with less than 48 hours notice, it is considered a late cancellation. In this situation, you have the option to contact us prior to your session start time to find a new time slot. We will do our best to find an available session for you (within the calendar week of your original appointment date). This is subject to Psychologist availability. If we are unable to find a suitable time, the standard cancellation fee will be applied
Late Arrivals:
Sessions are strictly 50 minutes long and will not be extended for late arrivals, due to the negative impact this has on the care of other clients who have appointments following yours.
If you are more than 15 minutes late, your appointment will be cancelled and you will be charged the full session fee. Your psychologist will attempt to contact you by phone after 5 minutes, and will leave a message/ send an SMS if they cannot reach you.
If you do not attend your appointment without any notice, it will be classified as a no-show and the full session fee will be charged.
Changes by Good Egg Psychology
On rare occasions, there may be unexpected interruptions to your session, or your Psychologist may need to cancel or reschedule your appointment due to unforeseen circumstances, such as illness. We will provide you with as much notice as possible. We will work with you to find a suitable new time, but it may not always be possible or realistic to reschedule, particularly for clients with regular pre-booked sessions. In such cases, the best option may be to wait for the next scheduled appointment.
If a session is cancelled by your psychologist and you have already paid, you will be offered a full refund. Alternatively, you may choose to put the payment towards a rescheduled or future booking. If you have not yet paid for the session, no charge will be applied.
In the case of changes made by Good Egg Psychology, you are not entitled to financial compensation.
Staff have a right to be treated with respect. Abusive or threatening behaviour will result in future sessions being cancelled.
Repeat cancellations or reschedules
If you have two or more no-shows or late cancellations in a row, any future appointments may be cancelled.
Multiple reschedules, late cancellations and/or no-shows, may indicate that now is not the right time for therapy, and your psychologist will discuss this with you.
Why do we have a cancellation policy?
We know that attending therapy regularly can be challenging for a range of reasons, and that cancelling is sometimes unavoidable. To ensure continuity of client care, effectiveness of treatment, and consideration for your Psychologist’s time and other clients who may be waiting for an appointment, our cancellation policy is designed to be transparent and fair to everyone, to keep our practice sustainable.
This policy was last updated in February 2026.
Your privacy is of the utmost importance to Good Egg Psychology. We understand the sensitive nature of personal information and the trust that is placed in us when it is shared.
This policy provides information about the confidentiality of your treatment with our practice and how we collect and use personal information about you.
Good Egg Psychology (ABN 31345738631) collects, uses, and retains personal information as required for the provision of psychological services.
This privacy policy sets out how Good Egg Psychology collects, uses, discloses, and protects personal information in accordance with the requirements of the Commonwealth Privacy Act 1988, the Australian Privacy Principles, and the Psychological Board of Australia Code of Conduct.
This policy applies to any individuals who contact or interact with Good Egg Psychology, including but not limited to clients, prospective clients and referrers.
If you do not wish for your personal information to be collected in a way anticipated by this Privacy Policy, Good Egg Psychology may not be in a position to provide psychological services to you.
What personal information do we collect?
We collect personal information to deliver services. This may include identifying details such as your name, date of birth, contact information, relevant personal and health history, communication and appointment / billing records. In some circumstances, and only with your consent, we may collect and store relevant information from third parties such as allied health professionals and friends/ family members.
We only collect information that is reasonable and necessary to provide safe and effective services and meet professional obligations.
How do we collect personal information?
We collect personal information directly from you through forms, assessments, discussions during therapy sessions, digital communication and document exchange. If we need information from another party (such as a referring health professional), we will seek your consent unless disclosure is required or permitted by law.
Communications via email or SMS will also be stored in your clinical records for relevance to your care and accuracy and completeness of documentation.
When you visit our website, anonymous usage data may be collected automatically (such as pages visited, session duration, and technical browser information) for the purpose of site improvement and analytics.
Why do we collect personal information?
We collect and document personal information to provide ethical, informed and appropriate psychological services, and to ensure that our clients receive the best possible care, and meet regulatory requirements.
Contact details such as email and phone numbers are also used to send appointment confirmations, and other communications related to services provided by Good Egg Psychology.
Who has access to your information?
Personal information is only accessible to team members who need it for their role ie your psychologist for their clinical work and support staff for administrative purposes. We treat internal handling of information sensitively.
Clinicians may discuss cases in peer consultation/ supervision to provide better services. In these contexts, identifying details are minimised or removed and sharing of information is restricted to other professionals also bound by confidentiality.
Disclosure of personal information
All personal information gathered by Good Egg Psychology during the provision of psychological service will remain confidential and secure. We will not share it except in situations where we may be required to disclose personal information to third parties without requiring your consent:
- A court subpoena or other disclosure is required or authorised by law e.g. in the event of a serious crime being committed.
- Your consent cannot be gained due to a requirement to get you emergency services during a medical crisis.
- If there is unauthorised access to data held by the clinic some limited information may need to be shared with the Office of the Information Ombudsman.
- If the psychologist’s practice is audited by Medicare to ensure compliance.
- Failure to disclose the information would place you or another person at risk of harm. If, during your treatment, the psychologist becomes aware of a risk to someone’s life, health, or well-being (including that of a child), the psychologist is required to report the matter to the appropriate agencies.
- When necessary for the provision of healthcare, such as sharing information with, or providing a report to, a referring medical professional.
- When necessary for the provision of Workers compensation and CTP services, such as sharing information with, or providing a report to, the insurer and/or other involved professionals.
- You have provided your consent to share your information for a specific reason and purpose (or this is provided by a guardian who is legally authorised to act on your behalf).
- You would reasonably expect your personal information to be disclosed to another professional or agency, and disclosure is directly related to the primary purpose for which it was collected, such as to inform your GP of treatment and progress, to claim Medicare rebates on your behalf etc.
- Clinical consultation with another professional is required to provide better services. If this occurs, identifying details will be minimised, removed and information will remain confidential.
Personal information is not disclosed to overseas recipients unless you consent or such disclosure is otherwise required by law. Your personal information will not be used, sold, rented or disclosed for any other purpose by Good Egg Psychology.
Protection of personal information
We take the protection of personal information very seriously and have implemented appropriate security measures to protect it from misuse, loss, unauthorised access, and modification, and ensure systems we use meet acceptable levels of data protection.
In accordance with the Psychology Board of Australia Code of Conduct, electronic information containing personal information listed above will be stored and backed up securely, and any paper documents containing personal information will also be stored securely. We use primarily digital storage systems.
We use trusted external providers for client management software, telehealth, and questionnaire administration. In some situations, data may be stored or processed outside of Australia. When this occurs, it is handled in accordance with applicable privacy laws and security standards.
Digital Communication
We take care when using electronic communication. However, email and other digital channels cannot be fully guaranteed as secure. By communication with us digitally, you acknowledge this inherent limitation and understand that sensitive matters may be best discussed in session. We will ask consent before communicating personal information with other professionals via email.
Telehealth
For work conducted by telehealth, both clients and clinicians are responsible for ensuring a private and safe environment during sessions. Telehealth is provided using third-party platforms, and any data security issues arising from those platforms are the responsibility of the third party.
Use of AI
If you consent, AI-assisted tools appropriate for use in psychology settings may be used to take notes during sessions, draft or format written content such as notes or reports. These tools do not replace clinical decision making. We do not input identifiable or sensitive information into AI systems without explicit consent. You can opt out of the use of AI.
Where information is processed by external AI providers, it is subject to their own privacy practices.
Audio / Video Recording
If a session is to be recorded by Good Egg Psychology for purposes such as training or supervision, this will only occur with your consent. Any recordings, if made, are stored securely and deleted once no longer required.
Retention of information
Your files will be kept for a minimum of seven years after your last contact with our service.
Access or changes to personal information
You have the right to access your personal information. Such requests need to be put in writing for security and documentation purposes. We will endeavour to respond within 30 days of receipt of request.
Good Egg Psychology may refuse the request for such information, or limit the information provided, where it is legally entitled to do so. We will endeavour to provide reasons for refusal or limitation. For example, release of information may be denied or limited where such release may have an unreasonable impact on the safety or privacy of others or is considered frivolous or vexatious. An appointment may be needed to clarify, discuss or view information.
If personal information is inaccurate, out of date or incomplete, reasonable steps will be taken in the circumstances to ensure that this information is corrected.
Data Breach Plan
There are requirements for registered health practitioners to make mandatory notifications to prevent the public from being placed at risk of harm. Good Egg Psychology follows the national requirements found at www.oaic.gov.au
Business Continuity
Under the Code of Conduct, Psychologists are required to have a contingency plan in place in the event of unexpected unavailability of the Psychologist (e.g. illness or death). In this event, client records may be accessed by another professional nominated by Good Egg Psychology to ensure appropriate continuity of client care.
Our Privacy
Our privacy is also important. We ask that you do not audio or video record us or take photos without our knowledge or consent during either in person or telehealth sessions.
Changes to our privacy policy
We may make changes to this privacy policy from time to time to reflect changes in the law or professional best-practice guidelines. All clients and referrers are encouraged to periodically review this policy to remain informed.
Concerns
If you have a concern about the management of your personal information, you may inform Good Egg Psychology by email at hello@goodeggpsychology.com.au – we will endeavour to respond appropriately to reasonable complaints within 30 days of the receipt of the email.
If you wish to make a complaint about the use of, disclosure of, or access to your personal information, you may do so with the Office of the Australian Information Commissioner by phone on 1300 363 992 or online at www.oaic.gov.au
Contact Us
If you have any questions about this privacy policy or your personal information, please contact us by email at hello@goodeggpsychology.com.au
This Privacy Policy was last updated February 2026.