Policies

Privacy + Confidentiality: 

Confident Horizons is committed to ensuing your privacy and will maintain the highest level of confidentiality. Information disclosed during therapy sessions will only be shared if permission is granted by the client, or in circumstance related to duty of care and legal obligation. 

We use a platform called Heidi to record clinical notes during sessions. This allows us to focus entirely on you during your visit while still allowing a comprehensive and precise record of your care. All information is de-identified and encrypted and Heidi complies with Australian Privacy Principles and the Privacy Act. You can find more information about Heidi on this factsheet or via their website. Please speak to your therapist if you have any concerns.

Please refer to our Privacy Policy for more information.

Cancellation and No-Show Policy: 

We understand that life can be unpredictable, and sometimes appointments need to be changed or cancelled. 

To ensure that we can continue providing high-quality care to all our clients, we have the following cancellation policy in place:

  • If you need to cancel or reschedule your appointment, please provide at least 48 hours' notice. This allows us time to offer the slot to another client who may need it.

  • A 50% cancellation fee will apply if you cancel within 48hrs.

  • If you cancel within 24 hours, or do not attend your session, the full session fee of $180 will be charged.

We appreciate your understanding of this policy, as it helps us maintain availability for clients who require support.

Of course, we understand that emergencies and unexpected situations arise. In such cases, please get in touch with us as soon as possible, and we will do our best to accommodate your circumstances.

Feedback, Concerns + Complaints 

We welcome and encourage feedback from our clients and are keen to ensure that the therapy we provide is goal-directed and effective. 

Any concerns or complains about Confident Horizons can be made directly to: 

  1. Australian Association of Social Workers (AASW) –https://www.aasw.asn.au/information-for-the-community/making-a-complaint 

  2. National Disability Insurance Scheme Commission 

    a. Phone - 1800 035 544  

    b. https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=PRD00-OCF