Currently accepting new clients
Cancellation Policy
Late Cancellation & Non-Attendance Policy
When a scheduled appointment is cancelled late or not attended, this impacts three people:
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The client, whose therapy progress is delayed
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Another client waiting for an appointment
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The psychologist, who has reserved and prepared that time
To ensure fair access to psychological services, the following policy applies.
Late Cancellation & Non-Attendance Fees
Based on industry standards, Natalie Cullen Psychological Services applies the following fees:
Medicare (Better Access) and Private Clients
• Where less than 48 hours’ notice of cancellation is provided, the full session fee will be charged.
• Where a client fails to attend their scheduled appointment, the full session fee will be charged.
Medicare rebates do not apply to late cancellations or non-attended appointments.
NDIS Clients
Cancellations made within 48 hours of any scheduled appointment (including intake sessions), or failure to attend, will incur the full NDIS standard session fee.
Other Third Party Funding
We are unfortunately unable to provide services via WorkCover, DVA, Open Arms, or Victims Services referral pathways, nor to provide reports for these third parties, as this is outside the scope of practice and focus at Natalie Cullen Psychological Services.
Appointment Reminders
Text message reminders are provided as a courtesy only. It is the client’s responsibility to know when and where their appointment is scheduled and to attend it.
Unexpected Circumstances
We understand that sudden illness or personal emergencies can occur. If this happens, please contact us as soon as possible so the situation can be considered.
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
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Your name, date of birth, address, phone number and email
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Appointment and attendance records
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Medicare, NDIS or private health insurance details
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Billing and payment information
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Referrer details (e.g. GP, psychiatrist, NDIS provider)
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Consent forms and other required documentation
Clinical Information
Your psychologist is ethically and legally required to keep clinical records.
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Presenting concerns and symptoms
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Mental health and medical history
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Assessment results
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Treatment plans and progress notes
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Risk assessments
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Relevant family, social, legal or occupational information
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Clinical records are maintained by your treating psychologist and are used solely to provide psychological care.
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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 securely processes session audio or text 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 judgement 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:
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Provide psychological assessment and treatment
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Manage appointments and billing
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Process Medicare, NDIS and insurer claims
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Communicate with you about your care
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Meet legal, ethical and regulatory obligations
Your personal information is never used for marketing purposes.
When Information May Be Disclosed
Your information is confidential and will only be disclosed:
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With your written consent
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When required by law
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When there is a serious and imminent risk to you or others
Disclosures may include:
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Health Providers - your GP, psychiatrist or other referrer may receive information necessary to coordinate care or process Medicare or NDIS claims.
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Third-Party Funders - This includes Medicare, NDIS, or insurers for payment, audit and compliance purposes.
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Legal Obligations - If we receive a subpoena, court order or other legal requirement, we are required to provide relevant records. Where possible, you will be informed before records are released.
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Duty of Care - If there is a serious risk of harm to you or another person, psychologists are legally and ethically required to disclose relevant information to reduce or prevent harm.
When Information May Be Disclosed
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 public professional pages on Instagram and LinkedIn to share general psychology information, education, and practice updates. These 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:
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Social media must not be used for personal, clinical or sensitive communication. Messages and comments are not monitored for clinical or administrative purposes.
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Your psychologist does not accept or initiate private connections or therapeutic interactions with clients via social media.
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Public interactions (such as following, liking or commenting) may make your association with the practice visible to others and may affect your confidentiality.
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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 lodge a complaint with the Office of the Australian Information Commissioner (OAIC) or the Australian Health Practitioner Regulation Agency (AHPRA).