Online facilitation Information 

All Halo Journey services are provided predominantly via an online teleconference platform.

​

Provision of a Online Teleconference Service 

The services you receive will be provided by telephone or videoconferencing. You are responsible for the costs associated with setting up the technology needed so you can access these services. Our practice will be responsible for the cost of the call to you and the cost associated with the platform used to conduct these services.

To access online appointments you will need access to a quiet, private space; and the appropriate device, i.e. smartphone, laptop, iPad, computer, with a camera, microphone and speakers; and a reliable internet connection. The privacy of any form of communication via the internet is potentially vulnerable and limited by the security of the technology used. To support the security of your personal information this practice uses Zanda which is compliant with the international standards for online security and encryption.

​

Limitations of Online Provision

An online consultation may be subject to limitations such as an unstable network connection which may affect the quality of the session provided. In addition, there may be some circumstances in which online service provision is not appropriate or effective. Your practitioner will consider and discuss with you the appropriateness of ongoing online sessions if either you or they have concerns about this.
 

Fees

Fees for all appointments must be paid at the time of booking. (In the case that an ongoing and regular time slot is booked for counselling or life coaching appointments, payment for subsequent sessions must be paid within 48 hours of the previous session).

 

Clients must provide a minimum of 24 hours notice prior to their scheduled appointment if they wish to cancel. In the event of a late cancellation (where less than 24 hours notice is given), 50% of the appointment fee will be retained. In the event of a no-show (where an appointment has not been cancelled and the client did not show up to the appointment), 100% of the appointment fee will be retained. 

 

It is important to note that Third Party funders do not pay late cancellation or missed appointment fees. These are your responsibility even if your appointment is normally funded by a Third Party.

​​

If you are late for an appointment your session may be less than the duration of time it was booked in for, so that we can make sure that the appointment for the next client starts on time. Please note you will still need to pay the full amount in these circumstances.

 

If you provide us with a contact number or email address a reminder message will be sent before your appointment. This is a courtesy reminder only, but we may ask you to confirm attendance. If for any reason you did not receive a reminder message and missed your appointment, you will still need to pay the late or missed appointment fee. If ever in doubt, please feel free to telephone to confirm an appointment.

 

In addition to scheduled appointments our practice is to charge on a prorated basis (we will break down the hourly cost) for other professional services that you may require such as report writing, telephone conversations that last longer than 15 minutes, attendance at meetings or consultations which you have requested, or the time required to perform any other service which you may request of your practitioner.

​

Frequency of Appointments 

The number and frequency of appointments will be discussed with you by your practitioner. This will be based on their professional opinion once they have had an opportunity to understand your needs and goals. In many circumstances it can be difficult to predict progress and therefore the number of sessions required. Your practitioner will discuss this with you at your first appointment.

​

Confidentiality and Privacy

Your appointments with us are confidential and private. This means we will not disclose the information you provide to us to Third Parties unless you consent for us to do so. It is important to note that there are limits to confidentiality in exceptional circumstances including when there is a risk to you or others, or if we are responding to a legal request by law enforcement or the courts. Your practitioner will discuss this with you during your first appointment and answer any questions you might have.
 

Child Safety and Wellbeing Policy 

At Halo Journey, we are deeply committed to ensuring the safety and wellbeing of all children. Please click here to review our Child Safety and Wellbeing Policy. Our dedicated Child Safety Officers are Chloe and Natalie.​

​

Record management

We will create and keep records for you which will record all relevant information relating to the services provided to you. We may also collect and store health information about you from Third Parties such as your doctor or general practitioner. Your health records are managed and protected in accordance with all applicable local laws. Health records are legally required to be stored for a number of years following the conclusion of your appointments with us. The details of this can be found in our Privacy Policy.

You are also able to request access to a copy of your record. Please discuss this with your practitioner should you wish to do this at any time.
 

Nature of Service

All practitioners are fully qualified and registered. Prior to commencing services your practitioner will discuss their service approach with you and ensure you understand the rationale for the approach, including any identified risks.
 

Limitation to Service

Services are provided via prearranged, scheduled appointments. Practitioners have limited availability for contact outside of scheduled appointments. Practitioners may not have an opportunity to respond between session contact prior to your next appointment so this should not be relied upon for emergency matters. For emergency matters please contact the appropriate agencies using the details below.

Practitioners will only provide services that are within their professional capabilities, competence and role as a private provider. If needs are identified that are outside of this scope your practitioner will assist you in identifying alternative suitable providers.

​

Emergency Contacts

We are not an emergency service. We are not able to respond to urgent or emergency matters and our communication channels (Phone and Email) are not monitored outside of standard business hours.

​

For urgent concerns or other emergencies please contact the appropriate services:
Emergency services number for Police/Fire/Ambulance) 24 hours: 000
Mental Health hotline (Lifeline) 24 hours: 13 11 14
Mental Health hotline for ages 12-25 years (Kids Help Line) 24 hours: 1800 55 1800
National Alcohol and Drug Hotline 24 hours: 1800 250 015
Domestic Violence services (1800Respect) 24 hours: 1800 737 732
Griefline 8am-8pm 7 days a week: 1300 845 745
National Debt Helpline 9.30am-4.30pm weekdays: 1800 007 007