FAQs

FAQs

Am I limited to the issues I can discuss online?

The issues that can be discussed can involve but are not limited to:

  • Anxiety
  • Addictions
  • Depression
  • Self-esteem
  • Sexuality and identity issues
  • Work related issues
  • Relationship conflict
  • Anger
  • Suicide
  • Grief and loss
  • Trauma

However, the following are instances where we cannot provide service to you:

  • If you have a psychiatric condition or suffer from psychosis.
  • If you are intoxicated from the use of alcohol and/or drugs and/or sniffing substances.
  • If you are in an emergency situation and need urgent and immediate assistance. Please call 000.
  • If you are suicidal and at risk of harming yourself or others.
  • If you are under the age of 18, you must get a parent or guardian to fill out the consent form and send it back to us by mail, email or fax. Alternatively, please call Kids Helpline.

For more information, please read our Terms and Conditions.

Are the people I am talking to actually qualified counsellors?

Yes, you are. All counselors that you speak to will have the following minimum qualifications:

  • Diploma in counselling
  • Advanced certificate of Trauma Counselling through the Trauma Institute
  • Online counselling training
  • Completed an ASIST Program (Applied Suicide Intervention Skills training)
  • Current Working with Children Check vetted with Trauma Centre of Australia

All of our face-to-face counsellors are qualified Psychologists and/or Senior Social Workers and have been registered with APS, AHPRA or PACFA.

Can I arrange a time to meet my counsellor?

Yes you can. Once you log into the Psychcare 24/7 site, you are able to select an appropriate session time from the Bookings tab.

Can I choose my own online counsellor?

An online, telephone or face-to-face counsellor will be arranged on your behalf. The selection of a counsellor is based on the availability and level of expertise. You will not be able to select your own counsellor.

There is no guarantee that you will have the same counsellor each time you opt to use the online or telephone counselling modes. However, if you choose to use face-to-face counselling, you may continue to have therapy with the same counsellor.

Can I claim these session on medicare?

Yes, you can claim some sessions on medicare. Please contact us for further information.

Can I claim these sessions on private health care?

Please contact us for more information.

Can I just have a one off appointment with someone?

Yes, you can have an one off appointment with one of our counsellors at Psychcare 24/7. Simply book for one session and if you feel that you do not require any further sessions. You are not required to commit to any further sessions unless you choose to.

Can I request a record and transcript of my sessions?

You have a right to access your personal information held by PsychCare 24/7. If you wish to have access to your personal information please contact us. You can also request that information about you be corrected or deleted. We reserve our right to refuse your request for access or correction if, for example, we consider your request to be frivolous or vexatious, or if we are otherwise legally entitled to do so.

Does my credit expire?

No, your credit for any of the counselling services listed on the website will never expire. However, Psychcare 24/7 reserves the right to update the value of credits at any time. A notifying email will be sent to all valid email addresses of our clients and members of this change.

How do I get started?

To get started with the counselling services, you simply need to complete the registration form, here

After the registration process is complete, you will receive an valid login and password to log in to your Accounts Panel. Then following the instructions on the “Credit Purchase” tab and “Bookings” tab you will be able to purchase your credits and then book for your counselling session. Please note, that if you wish to book in a face-to-face counselling session, you will need to contact head office to make this appointment.

How long will it take for me to get a response?

An email support response or general enquiry will usually take 1 to 2 working days.

How often can I use counselling?

You can use counselling as frequently as you would like. It is suggested that for beneficial purpose you use counselling on a weekly basis in the first few weeks of commencement of counselling, and then fortnightly or monthly.

However, you can use counselling at a time that is appropriate with you or if advised by your counsellor.

I do not have a credit card, can I still receiving online counselling?

You can purchase Psychcare 24/7 counselling credits by using your PayPal account or debit card.

Alternatively, you can also arrange other payments if you choose to use our face-to-face counselling services.

Is the website secure?

Yes, the website is secure and is protected from potential threats. However, you must make sure that your computer is free from potential threats such as malware, spyware and viruses that may interrupt the session or lead to a threat on the security of your computer.

Is what I say kept private?

Yes, everything you disclose is kept private. Please read our Privacy and Confidentiality Policy

What happens if I forget my password?

Please ensure that you have chosen an appropriate password and that you have recorded it in a secure location.

If you have forgotten your password, it can be retrieved by going to the “login” page. Once you are there, Click the “Forgot Password” link, which is next to the “sign in” tab.

You will then need to provide us with the email address and correct answer to the secret question associated with your account.

Once completed and submitted, please check your email to reset your password.