We’re Here to Answer All Your Questions
Starting therapy can feel daunting and questions often come up. To help you, we’ve compiled answers to common questions we receive from our clients, below.
If you’d like more information, please get in touch with us via our online enquiry form or email hello@upsidestories.com.au. Not sure if Upside Stories is right for you? Book a free 20-minute consult.
Crisis & Emergency Support
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Remember: Upside Stories is not a crisis service.
In an emergency where there is immediate risk of harm to you or others, call 000 or go to your nearest hospital emergency department.
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For 24/7 crisis support and suicide prevention, contact Lifeline on 13 11 14.
Getting Started With Upside Stories
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Click ‘Book Now’ and choose:
o A free 20-min consult (for new clients), or
o A 50-minute telehealth session (for existing clients).
Pick a time that works for you, and you’re all set. Remember to provide a brief summary of why you’re seeking support and what help you’re interested in. -
You’ll get a text from our Halaxy booking system with a code to confirm your booking. Once confirmed, you can save your appointment to your calendar. Then you’ll receive an email with your session details and a secure Telehealth link.
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Your free 20-min consultation is a chance for us to get to know each other and explore what you’d like help with. Remember, it’s not a therapy session but a relaxed conversation to see if we’re a good fit. If we decide to keep working together, we’ll book your first 50-minute telehealth session — whether for online therapy or a 10-week program.
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After your 20-minute consult, we’ll send you an email with a secure link to your Client Portal via Halaxy. Click to accept the invitation and set a password. Once logged in with your email and password, you can complete your intake form, manage bookings, and access therapy resources.
In your first full 50-minute session for online therapy or a 10-week program, we’ll explore what’s brought you here in more depth. Together we’ll start tailoring a treatment plan that works for you.
Fees, Medicare, & Private Health Rebates
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Medicare rebates reduce the cost of therapy if you see a Clinical Psychologist or Psychologist. These are paid for by the Australian Government. Psychotherapists, Counsellors, and Coaches do not qualify for Medicare rebates.
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$149.05 per session for a Clinical Psychologist with a Mental Health Treatment Plan.
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A 50-minute session costs $260. With the Medicare rebate, your out-of-pocket cost is $110.95.
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Your session fee is charged automatically via debit or credit card during the session. Card details are securely provided when you complete our intake form.
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To claim a rebate, you need:
o A referral from your GP.
o A Mental Health Treatment Plan that is less than 12 months old.
Note: You don’t need a referral to book a session. -
We lodge the claim for you after your session. Your rebate is paid into your bank account linked to MyGov, usually within 24–48 hours (but it can take up to 7 days).
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Medicare covers up to 10 individual therapy sessions per calendar year for people with a diagnosable mental health condition. Your GP or psychiatrist will first refer you for 6 sessions. After that, you’ll need to see them for a review to get 4 more sessions.
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Yes. Private health rebates may apply. Check with your insurer. You cannot use both Medicare and private health insurance for the same session — you must choose one.
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Please let us know at least 48 hours before to avoid a fee:
No notice: Full fee
Less than 48 hours’ notice: Full fee
More than 48 hours’ notice: No fee
If we can fill your appointment, we’ll waive the fee. Medicare does not cover missed appointment fees. Free 20-minute consults do not have cancellation fees.
Working Together at Upside Stories
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Clinical psychologists are highly trained healthcare providers who assess, diagnose, and treat mental health disorders.
They’re also real people who’ve been through many of life’s ups and downs, so they get you!
They have at least:
6 years of full-time university training in psychology, including a Masters in Clinical Psychology.
2 years of supervised practice with a Psychology Board of Australia endorsed supervisor.
Some clinical psychologists also hold a PhD, which means they have further expertise in psychological research alongside clinical practice. Their research often focuses on specific areas of interest such as dementia, trauma and growth.
All clinical psychologists are registered with the Psychology Board of Australia and follow strict ethical guidelines.
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Online therapy lets you talk to an experienced clinical psychologist anywhere you have internet or mobile coverage.
Our telehealth sessions — much like a regular video call — use secure video software, called Coviu. It’s a simple and private way to get support, even if you live far away, have trouble getting around, are travelling, or have a busy schedule.
At Upside Stories, online therapy offers a relaxed, warm, and authentic space where you can feel comfortable talking about anything. We ask insightful questions that can shift your perspective, and tailor our approach to meet your needs.
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There is no fixed number of sessions. It depends on your needs. We usually recommend starting with six sessions.
Short-term psychological therapy is 4 to 12 sessions.
Longer-term psychological therapy is for more complex concerns.
Although we make recommendations, you decide what works best for you. Most people start weekly or fortnightly, then move to monthly when they feel more confident.
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Sessions are 50 minutes. If you join late, we cannot extend the time.
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Yes. Everything you discuss with your clinical psychologist is confidential. We only share information if you or someone else is at risk of serious harm, or you give permission to share information with another healthcare provider. Read our Privacy Policy for more details.