FREQUENTLY ASKED QUESTIONS (FAQ'S)
Have Questions? We’re Here to Help
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We understand that starting therapy or finding the right support can feel overwhelming. That’s why we’ve compiled answers to some of the most common questions about our services, therapies, and how we can support you. If you don’t see your question here, feel free to get in touch, we’re always happy to help.
General Questions
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What types of therapy do you offer?
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We provide counselling and psychological therapy for young people, adults, and children and families. This includes individual sessions, couples and family work, and online (telehealth) appointments.
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A quick age guide:
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Dayna: sees clients aged 12+
Natalie: sees children (including younger clients), as well as teens and adults
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Our work is trauma-informed and tailored to the person in front of us. Depending on what you’re wanting support with, we may draw on approaches such as:
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EMDR (Eye Movement Desensitisation and Reprocessing)
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ACT (Acceptance and Commitment Therapy)
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CBT (Cognitive Behaviour Therapy)
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DBT-informed skills
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Parts work / IFS-informed approaches
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If you’re unsure what type of therapy you need, that’s completely okay. Most people don’t arrive with a neat label, we can work it out together.
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Do you offer online counselling?
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Yes. We offer secure telehealth appointments Australia-wide.
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Online counselling can be a good fit if you:
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Live outside Geelong
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Have a busy schedule, mobility issues, or limited transport
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Prefer the comfort of your own space
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Want continuity of care when you’re travelling
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We’ll let you know if we think in-person sessions would be a better fit for what you’re working on.
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How do I book an appointment?
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You’ve got a few options:
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Book online via our Halaxy booking system (fastest and preferred)
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Email us at admin@mentalhealthcg.com (preferred)
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Call 0425 831 176 if you’d rather speak with someone (we have a very friendly virtual receptionist for when we are busy seeing people - she knows a lot, just ask her!)
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If you email, it helps to include:
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Whether you’re looking for in-person (Geelong) or telehealth
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The age of the person needing support (so we can match you to the right clinician) or you can do this yourself via our "find your clinician" form.
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A sentence or two about what you’re wanting support with
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Whether you’re using Medicare (MHCP), NDIS (self/plan-managed/NDIA-managed), private health, or private pay.
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We’ll reply with next steps and help match you to the right clinician if you haven't already.
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​​​What happens in the first session?
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The first session is about helping you feel comfortable, getting clear on what you’re wanting support with, and working out a plan that fits.
​
Usually we’ll:
​
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Go through a few practical basics (consent, confidentiality, and how sessions work)
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Ask some questions to understand what’s been happening for you, and what you’d like to be different
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Check in on safety and supports (especially if things have felt intense lately)
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Start mapping a treatment plan, including what approaches might suit (for example EMDR, ACT, CBT, DBT-informed skills, or parts work)
​
You don’t need to have the “right words”. You can start messy. We’ll slow it down and make it workable.
If you’ve completed any intake forms, letters from your GP or questionnaires beforehand, we’ll use those to guide the session.
​
How do I know who to book with?
​
If you already know who you’d like to see, you can book directly.
If you’re unsure, use our Find your clinician form and we’ll help match you.
​
As a general guide:
​
-
Dayna works with clients aged 12+, including teens and adults, and has a strong focus on trauma-informed therapy and EMDR.
-
Natalie works with children (including younger clients), as well as teens and adults, and has particular experience supporting neurodivergent children and teens (ADHD/Autism), DBT skills, clinical hypnotherapy and trauma-informed approaches.
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Do I need a referral to book?
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No. You can book without a referral.
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Some people choose to get a referral because it can change how sessions are funded.
For example:
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A Mental Health Care Plan (MHCP) from your GP can make you eligible for Medicare rebates.
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If you’re using NDIS, you may need to provide plan details (self-managed, plan-managed, or NDIA-managed).
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Some private health funds offer rebates, but you’ll need to check directly with your insurer.
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If you’re not sure what you need, book in anyway or send us an email, we’ll tell you what to ask for.
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What if I’m not sure what I need?
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That’s very normal.
​
You don’t need a diagnosis, a neat summary, or a “good reason” to come to therapy. If something feels hard, stuck, or heavier than it needs to be, that’s enough.
​
If you’re unsure where to start, you can:
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Use our Find your clinician form
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Book a first session and we’ll work out a plan together
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Email us a couple of lines about what’s going on, and we’ll help you choose the right next step​​​
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​Fees, rebates, and funding
Do you accept Medicare rebates?
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Yes. If you have a Mental Health Care Plan (MHCP) from your GP (or a referral from a psychiatrist or paediatrician), you may be eligible for Medicare rebates.
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A couple of helpful things to know:
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You pay the session fee on the day, and the Medicare rebate is processed back to you.
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Your GP is the best person to confirm your eligibility, how many sessions you have available, and when a review is needed.
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If you’re not sure what to ask your GP for, you can still enquire, we’ll point you in the right direction.
Do you accept NDIS?
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Yes. We see clients who are NDIS self-managed, plan-managed, and NDIA-managed.
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If you tell us how your plan is managed, we’ll confirm next steps and any paperwork needed.
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Do you accept private health?
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Some private health funds provide rebates for counselling sessions, but this varies a lot by fund and level of cover.
We recommend checking directly with your insurer to confirm:
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Whether you’re covered for sessions with an Accredited Mental Health Social Worker
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What rebate you’ll receive per session
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Whether you need a GP referral
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Do you take other funding schemes?
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We currently see clients through:​
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Private pay
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Medicare (MHCP)
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NDIS (self-managed, plan-managed, and NDIA-managed)
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BUPA ADF (Open Arms)​
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We can consider other funding arrangements where the funded rate covers our session fee. If you’re enquiring under a scheme, tell us which one and we’ll confirm quickly.
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What are your fees?
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Our fees depend on which clinician you see and the type of appointment.
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For the most up-to-date fees (and a clear explanation of rebates), please see our Fees and Rebates page.
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If cost is a factor and you’re unsure what applies to you (Medicare, NDIS, private health, or private pay), email us at admin@mentalhealthcg.com and we’ll help you work out the best pathway.
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​​Getting started
​
What happens in the first session?
​
The first session is about helping you feel comfortable, getting clear on what you’re wanting support with, and working out a plan that fits.
​
Usually we’ll:
​
-
Go through a few practical basics (consent, confidentiality, and how sessions work)
-
Ask some questions to understand what’s been happening for you, and what you’d like to be different
-
Check in on safety and supports (especially if things have felt intense lately)
-
Start mapping a treatment plan, including what approaches might suit (for example EMDR, ACT, CBT, DBT-informed skills, or parts work)
​
You don’t need to have the “right words”. You can start messy. We’ll slow it down and make it workable.
If you’ve completed any intake forms, letters from your GP or questionnaires beforehand, we’ll use those to guide the session.
​
How do I know who to book with?
​
If you already know who you’d like to see, you can book directly.
If you’re unsure, use our Find your clinician form and we’ll help match you.
​
As a general guide:
​
-
Dayna works with clients aged 12+, including teens and adults, and has a strong focus on trauma-informed therapy and EMDR.
-
Natalie works with children (including younger clients), as well as teens and adults, and has particular experience supporting neurodivergent children and teens (ADHD/Autism), DBT skills, clinical hypnotherapy and trauma-informed approaches.
​
Do I need a referral to book?
​
No. You can book without a referral.
​
Some people choose to get a referral because it can change how sessions are funded.
For example:
​
-
A Mental Health Care Plan (MHCP) from your GP can make you eligible for Medicare rebates.
-
If you’re using NDIS, you may need to provide plan details (self-managed, plan-managed, or NDIA-managed).
-
Some private health funds offer rebates, but you’ll need to check directly with your insurer.
​
If you’re not sure what you need, book in anyway or send us an email, we’ll tell you what to ask for.
​
What if I’m not sure what I need?
​
That’s very normal.
​
You don’t need a diagnosis, a neat summary, or a “good reason” to come to therapy. If something feels hard, stuck, or heavier than it needs to be, that’s enough.
​
If you’re unsure where to start, you can:
-
Use our Find your clinician form
-
Book a first session and we’ll work out a plan together
-
Email us a couple of lines about what’s going on, and we’ll help you choose the right next step
​
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​Appointments and cancellations
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How long are sessions?
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Standard sessions are 50 minutes.
For NDIS, sessions are usually 60 minutes, unless we’ve agreed on something different.
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How often will we meet?
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Most people start with weekly or fortnightly sessions.
Fortnightly tends to work well because it’s frequent enough to build momentum, practise new skills, and keep the thread of therapy going, without feeling like your whole life becomes appointments.
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Sometimes weekly sessions are more effective at the beginning, especially if things are intense, you’re in a high-stress period, or you want to get traction quickly.
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We generally suggest monthly sessions as more of a check-in or review, rather than the main way to make change.
We’ll talk it through with you and find a rhythm that fits your needs, capacity, and budget.
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What’s your cancellation policy?
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We have a 2 business day cancellation policy.
If you cancel with less than 2 business days’ notice, the full session fee is usually charged.
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You can read the full policy (including fees and rebates) on our Fees and Rebates page.
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What if I’m running late?
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If you’re running late, please let us know as soon as you can.
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In most cases, the session will still need to finish at the scheduled time (so the next client isn’t impacted). If you miss the session completely, it’s treated as a late cancellation.
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​Therapy details
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What is EMDR therapy?
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EMDR (Eye Movement Desensitisation and Reprocessing) is an evidence-based therapy often used for trauma and PTSD.
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In plain language, EMDR helps the brain process stuck or distressing memories so they feel less raw and less likely to hijack your nervous system in the present.
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EMDR isn’t about forcing you to “relive” trauma. It’s paced, consent-based, and we make sure you have stabilisation skills in place first.
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If EMDR is a fit for you, we’ll explain the process clearly and go at a pace that feels safe.
Read more here.​​
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​​Location and accessibility
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Where are you located?
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We’re located in Geelong, near the waterfront at 65 Brougham Street, level 4 with lift access meaning also wheelchair accessible.
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For the most up-to-date directions, please visit our Contact page.
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Is parking available?
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Yes. There is free 2-hour parking across the road (and throughout Geelong CBD) from the building. We are also across the road from Westfield so if you can't see any free parks there will be availability there.
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Do you offer online counselling?
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Yes, we offer secure telehealth appointments Australia-wide.
The process is very easy and we can guide you through it.
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