To provide a professional and confidential counselling service to all clients

To ensure clients needs are addressed in a sensitive and timely manner

To acknowledge professional limitations and refer client on where required

To promote honesty and respect from within and for the community

Terms and Conditions

By reading and accepting this document, you hereby acknowledge the following:

  1. Personal Information
    1. You have the right to review your personal information
      1. Request must be in writing
      2. Information concerning others and/or legal processes and/or information provided by a third party will be removed prior to making a copy of your file
      3. Your file will be a photocopy of the original
      4. You must attend an information access interview, where you will be required to sign relevant documentation
    2. You have the right to amend any personal information;
      1. Which is
        1. Out of date
        2. Incomplete
        3. Inaccurate
        4. Misleading
      2. Amendments will not be noted on original file, an attachment signed by you will be added to the file
    3. You have the right to know what becomes of your information
      1. Paper files are secured in a locked cabinet
      2. Electronic back-up file will be placed on a removeable memory stick (USB)
      3. Only your counsellor will have access to your information, however your case without identifying information, may be discussed with your counsellors supervisor as a means to ensure your interests are best served and the ongoing professionalism of your counsellor
      4. Files in their entirety can be requested by the Courts or by statutory requirement, you will be notified if this occurs
      5. Files not accessed for five years will be destroyed through a commercial security firm (ie; shredded and burned)
    4. You will be asked to sign a consent form when personal information is to be discussed with another professional or person nominated by you
      1. You decide who your information is given to
      2. You decide who your information is not given to
      3. What detail is given to another professional or person
    5. Personal information includes any information that the counsellor may collect from you personally, other professionals or other sources
    6. Your file remains the property of Rosalind de Virieux: Your Personal Counsellor and must not be removed from the premises
    7. You may not request to see, review or ask questions concerning another client who may be accessing services with Rosalind de Virieux: Your Personal Counsellor, without that persons written permission.
      1. Verification of such requests will be carried out.
      2. Identifying information will be removed as stated in section a. ii of this paragraph.
    8. If you believe your personal information has not been accorded as noted above, you have the right of complaint
      1. Write a letter outlining your concerns to your counsellor
        1. A meeting will be arranged to discuss your concerns
        2. If satisfied with the discussion you will be provided with a letter outlining the details of
          1. your complaint or concern
          2. date of meeting
          3. outcome of discussion
          4. any action to be taken
      2. If not satisfied with the outcome, an independent mediation session will be scheduled
        1. If satisfied with this process you will be provided with a letter outlining
          1. your complaint or concern
          2. date and location of mediation session
          3. who conducted the mediation session
          4. outcome of discussion
          5. any action to be taken
      3. If not satisfied with this outcome, you may approach the Office of the Privacy Commission on 1300 363 992
      4. Notes from all meetings will be kept on file
    9. Your name and contact details will be given to a Collection Agency in the event accounts are not paid and action is required to be taken to recover the debt owed to Rosalind de Virieux.
  2. Confidentiality
    Although personal information including case notes, is safe guarded as noted above, there is a requirement by law to disclose certain information to the authorities. This includes:
    1. When personal safety is at risk and this is defined as threats, danger, harm and/or injury to;
      1. Yourself
      2. Other people
      3. Other professionals
      4. Your counsellor
    2. These may include, but not restricted to;
      1. Threats, implied or explicit, made about another person or property
      2. Indication, knowledge or perpetration of child abuse
      3. Knowing of a past, present or future criminal activity or event
    3. Where possible, you will be advised that a notification will be made, however this may not be practical at all times due to safety or legal reason.
    4. If you have any concerns that the information you would like to share may incriminate yourself or another, please discuss this with your counsellor prior to giving details and/or other implicit information.
    5. Your counsellor will determine the perceived risk and will make an assessment based on the available information. If necessary your counsellor will consult their supervisor or another professional prior to making the disclosure to the relevant authorities.
  3. Informed Consent
    Informed consent is when a person agrees to a therapy, procedure or intervention. However by law, the person giving their consent must be mentally and legally competent to do so. Therefore three main elements must be present to ensure validity to any consent; capacity, information and volition. The client must have the ability to understand what will occur, including the nature and consequences of any intervention agreed too by the client and their counsellor. This will be achieved through the client being given all available information to ensure the client makes an informed decision based on facts. The client will be made aware of the benefits, risks, limitations, options and their rights. Consent must be freely given by the client and must not be unduly influenced, including implied or expressed orally or in writing. For any client that is not legally competent, consent must be given by a legal guardian. (Taken from the AASW Code of Ethics, 4,2,3 (1) Informed Consent)
  4. Complaints
    If you have a complaint concerning the professional practice of your counsellor, the following course of action is recommended:
    1. Approach your counsellor either personally or in writing
      1. A meeting will be arranged to discuss your concerns (sometimes a concern is a misunderstanding).
      2. If you are satisfied with the outcome, no further action is required
      3. If you are not satisfied with the outcome of your meeting, you may request
        1. A referral to another counsellor
          ii. Request a mediation session
    2. If you feel uncomfortable about approaching your counsellor direct, you may choose to use a third party, however it is likely (and recommended) that a mediation session will arise from this approach
    3. If you are not satisfied with the responses of the above, approach your nearest Australian Association of Social Workers (AASW) Branch Office, who will follow a process to investigate your complaint. To view the AASW complaint process go to www.aasw.asn.au , Code of Ethics, Appendix 2.
  5. Fees
    Fees are based on the recommendation of the Australian Association of Social Workers. Please refer to the Fees and Charges page for further details.
  6. Payments
    All payments are strictly either cash or EFT.
    1. Face-to-face Client:
      1. All cash payments are required on day of consultation.
      2. For the EFT option, an invoice with bank details will be provided and is payable within seven days.
        1. If you have difficulty in paying the account, please discuss this with me as soon as you become aware, as this may avert action being taken regarding overdue accounts. A payment plan is a possible option.
        2. Without an agreement concerning payments, a service charge of $11 (incl. GST) will be incurred if account is not paid within 14 days, with additional $1.10 per day until 30 days has lapsed.
        3. If account is not paid in full on the 31st day after date of consultation, the total account (including original fee and service charges) will be referred to a collection agency.
    2. Internet and Telephone Clients:
      1. All payments are strictly EFT and payable 48 hours prior to consultation.
      2. If payment has not been received and acknowledged by Ros via email, fax, phone or text, the consultation will be re-scheduled.
  7. Responsibilities
    Successful counselling is based on the counsellor offering strategies, thoughts and/or recommendations to assist the client to move forward with their particular concern. However it is always up to the client to make the most appropriate decision for themselves given the information and/or resources they have available at any given time. Therefore the responsibility of taking any action or indeed, not acting at all, is totally within the control of the client and as a consequence, the counsellor is not legally responsible for the client's actions. However, there are codes of ethics and codes of professional practice to provide a framework to ensure accountability, transparency and a grievance process (if required), such as the AASW codes. At Rosalind de Virieux, all counsellors are registered with the AASW and abide by these codes.