Cancellation & Privacy Policy

Late Cancellation & Non-Attendance Policy

Why this policy matters

When an appointment is cancelled late or not attended, it affects three people:

you, as your therapy progress is delayed
another client, who could have used that appointment
your psychologist, who has reserved and prepared that time

This policy helps ensure fair and timely access to psychological services for everyone.

Notice required

Natalie Cullen Psychological Services requires a minimum of 2 business days’ notice to cancel or reschedule an appointment. Business days are Monday to Friday, excluding public holidays.

Appointment reminders are sent as a courtesy only and do not replace your responsibility to know when your appointment is scheduled and to provide notice within this timeframe.

Late cancellation and non-attendance fees

Medicare (Better Access) and private clients

Where a scheduled appointment is cancelled or rescheduled with less than 2 business days’ notice, or is not attended:

the full consultation fee ($240.00) will be charged to your stored payment method, in accordance with the Card on File Authorisation below; and
Medicare rebates do not apply to late cancellations or non-attended appointments. The full fee is payable with no rebate offset.

NDIS clients

Where any scheduled appointment (including intake sessions) is cancelled or rescheduled with less than 2 business days’ notice, or is not attended, the full session fee will be claimed in accordance with your NDIS Service Agreement and the NDIS Pricing Arrangements and Price Limits.

Late arrival and non-attendance

If you have not arrived or made contact by your scheduled start time, we will hold your appointment as follows:

Telehealth (video) appointments: Your psychologist will wait in the virtual waiting room for up to 20 minutes from the scheduled start time. If you have not joined after 10 minutes, we will send you an SMS offering help with any technology difficulties, or the option to continue the session by phone.
Telephone appointments: Your psychologist will call you at the scheduled start time. If there is no answer, a voicemail will be left and a second call will be made within 10 minutes. Your appointment will be held for up to 20 minutes from the scheduled start time.

If you join within this time, your session will proceed but will end at the originally scheduled time. If I have not been able to connect with you within 20 minutes, the appointment will be treated as non-attended and the non-attendance fee will apply.

Unexpected circumstances

We understand that sudden illness or genuine emergencies can occur. If this happens, please contact us as soon as possible. Fees may be reviewed on a case-by-case basis in exceptional circumstances (e.g. sudden illness, medical emergency, etc).

Other third-party funding

Natalie Cullen Psychological Services does not provide services through WorkCover, DVA, Open Arms or Victims Services referral pathways, and does not prepare reports for these third parties, as this falls outside the scope and focus of the practice.

Privacy Policy

Natalie Cullen Psychological Services is committed to protecting your privacy and the confidentiality of your personal and health information. This Privacy Policy explains how we collect, store, use and disclose personal information when you engage with our services or use our website.We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the Australian Psychological Society (APS) Code of Ethics, which requires psychologists to safeguard client confidentiality and maintain accurate, secure clinical records.

What Information We Collect

We collect only the information necessary to provide safe, ethical and effective psychological services.

Administrative Information

Your name, date of birth, address, phone number and email
Appointment and attendance records
Medicare, NDIS or private health insurance details
Billing and payment information
Referrer details (e.g. GP, psychiatrist, NDIS provider)
Consent forms and other required documentation

Clinical Information

Your psychologist is ethically and legally required to keep clinical records.

Presenting concerns and symptoms
Mental health and medical history
Assessment results
Treatment plans and progress notes
Risk assessments
Relevant family, social, legal or occupational information
Clinical records are maintained by your treating psychologist and are used solely to provide psychological care.
If you choose not to provide information necessary for assessment or treatment, we may not be able to provide services.

These records are managed by Natalie Cullen Psychological Services.

How Your Information Is Stored

Natalie Cullen Psychological Services uses Zanda Practice Management Software to securely store administrative and clinical records. Zanda is an Australian-based, healthcare-grade system that uses encrypted data storage, secure servers, and controlled access to protect client information.

With your informed consent, NovoNote AI may be used during or after sessions to assist your psychologist in generating clinical notes. NovoNote processes session audio or text securely to create draft clinical records, which are reviewed, edited, and approved by your psychologist before being saved into your Zanda clinical file. NovoNote does not replace professional judgment and does not make clinical decisions.

Only your treating psychologist and authorised administrative staff (for scheduling and billing purposes) can access your records. Records are retained in accordance with Australian law, professional standards, and APS ethical requirements, even if you discontinue therapy.

How Your Information Is Used

Your information is used to:

Provide psychological therapy and related services
Manage appointments and billing
Process Medicare, NDIS and insurer claims
Communicate with you about your care
Meet legal, ethical and regulatory obligations

Your personal information is never used for marketing purposes.

When Information May Be Disclosed

Personal information will not be disclosed without your consent except where disclosure is permitted or required by law, including where there is a serious risk to your safety or the safety of others.

Communication

SMS is used for appointment reminders and scheduling. SMS is not monitored outside business hours and is not suitable for emergencies or therapy communication.

Email is used for appointment management, invoices and administrative communication. Email is not monitored outside business hours and should not be used for crisis support.

Social Media

Natalie Cullen Psychological Services maintains a public professional pages on LinkedIn and Instagram to share general psychology information, education, and practice updates. Platforms are not used for therapy, clinical care, appointment scheduling, or emergencies.

To protect confidentiality and professional boundaries in accordance with the APS Code of Ethics:

Social media must not be used for personal, clinical or sensitive communication. Messages and comments are not monitored for clinical or administrative purposes.
Your psychologist does not accept or initiate private connections or therapeutic interactions with clients via social media.
Public interactions (such as following, liking or commenting) may make your association with the practice visible to others and may affect your confidentiality.
We do not request or encourage public reviews or testimonials from clients.

For all confidential, clinical or administrative matters, please contact Natalie Cullen Psychological Services directly via email.

Feedback and Concerns

If you have any concerns about your privacy or the services provided, please contact Natalie Cullen Psychological Services directly.

If concerns cannot be resolved, you may wish to lodge a complaint with the Office of the Australian Information Commissioner (OAIC) or the Australian Health Practitioner Regulation Agency (AHPRA).

Cancellation & Privacy Policy

Late Cancellation & Non-Attendance Policy

Why this policy matters

When an appointment is cancelled late or not attended, it affects three people:

you, as your therapy progress is delayed

another client, who could have used that appointment

your psychologist, who has reserved and prepared that time

This policy helps ensure fair and timely access to psychological services for everyone.

Notice required

Natalie Cullen Psychological Services requires a minimum of 2 business days’ notice to cancel or reschedule an appointment. Business days are Monday to Friday, excluding public holidays.

Appointment reminders are sent as a courtesy only and do not replace your responsibility to know when your appointment is scheduled and to provide notice within this timeframe.

Late cancellation and non-attendance fees

Medicare (Better Access) and private clients

Where a scheduled appointment is cancelled or rescheduled with less than 2 business days’ notice, or is not attended:

the full consultation fee ($240.00) will be charged to your stored payment method, in accordance with the Card on File Authorisation below; and

Medicare rebates do not apply to late cancellations or non-attended appointments. The full fee is payable with no rebate offset.

NDIS clients

Where any scheduled appointment (including intake sessions) is cancelled or rescheduled with less than 2 business days’ notice, or is not attended, the full session fee will be claimed in accordance with your NDIS Service Agreement and the NDIS Pricing Arrangements and Price Limits.

Late arrival and non-attendance

If you have not arrived or made contact by your scheduled start time, we will hold your appointment as follows:

Telephone appointments: Your psychologist will call you at the scheduled start time. If there is no answer, a voicemail will be left and a second call will be made within 10 minutes. Your appointment will be held for up to 20 minutes from the scheduled start time.

If you join within this time, your session will proceed but will end at the originally scheduled time. If I have not been able to connect with you within 20 minutes, the appointment will be treated as non-attended and the non-attendance fee will apply.

Unexpected circumstances

We understand that sudden illness or genuine emergencies can occur. If this happens, please contact us as soon as possible. Fees may be reviewed on a case-by-case basis in exceptional circumstances (e.g. sudden illness, medical emergency, etc).

Other third-party funding

Natalie Cullen Psychological Services does not provide services through WorkCover, DVA, Open Arms or Victims Services referral pathways, and does not prepare reports for these third parties, as this falls outside the scope and focus of the practice.

Privacy Policy

Your information is used to:

Provide psychological therapy and related services

Manage appointments and billing

Process Medicare, NDIS and insurer claims

Communicate with you about your care

Meet legal, ethical and regulatory obligations

Your personal information is never used for marketing purposes.

SMS is used for appointment reminders and scheduling. SMS is not monitored outside business hours and is not suitable for emergencies or therapy communication.

Email is used for appointment management, invoices and administrative communication. Email is not monitored outside business hours and should not be used for crisis support.

Natalie Cullen Psychological Services maintains a public professional pages on LinkedIn and Instagram to share general psychology information, education, and practice updates. Platforms are not used for therapy, clinical care, appointment scheduling, or emergencies.

To protect confidentiality and professional boundaries in accordance with the APS Code of Ethics:

Social media must not be used for personal, clinical or sensitive communication. Messages and comments are not monitored for clinical or administrative purposes.

Your psychologist does not accept or initiate private connections or therapeutic interactions with clients via social media.

Public interactions (such as following, liking or commenting) may make your association with the practice visible to others and may affect your confidentiality.

We do not request or encourage public reviews or testimonials from clients.

For all confidential, clinical or administrative matters, please contact Natalie Cullen Psychological Services directly via email.

If you have any concerns about your privacy or the services provided, please contact Natalie Cullen Psychological Services directly.

If concerns cannot be resolved, you may wish to lodge a complaint with the Office of the Australian Information Commissioner (OAIC) or the Australian Health Practitioner Regulation Agency (AHPRA).