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Our Policies

Hills Relationship Centre is a warm, safe, welcoming and non-judgmental space, and our team are committed to providing you with the best possible counselling experience from the start. Our policies are designed to ensure that each client's experience is respectful, empathetic, and conducive to their personal growth, counselling goals, and well-being. 


Please take a moment to familiarise yourself with our policies to ensure a productive and harmonious counselling journey. If you have any questions or concerns, don't hesitate to reach out to our team. We're here to assist you every step of the way.

  • Our Approach: Hills Relationship Centre believes in a collaborative approach to the well-being of our clients. This means that we work alongside you, and if you'd like us to, your other health professionals (G.P, Psychologist, Psychiatrist and so on) and your family and friends to help and support you on your journey.

  • Privacy and Confidentiality: Your privacy is of the utmost importance to us. Our team adheres to strict confidentiality guidelines, ensuring that the information you share remains secure and protected. To ensure you understand confidentiality and its limitations, please read our full confidentiality policy below.

  • Cancellation: We understand that life can be unpredictable. If you need to reschedule or cancel your appointment, please notify us at least 48 hours in advance. Cancelling or rescheduling an appointment with less than 48 hours notice will incur the full fee, regardless of the reason. Please read our full cancellation policy below.

  • Fees and Payment: Our fee structure is designed to be transparent and fair. Payment is typically made at the end of each session. You can do this via cash or card.

  • Appointments: To provide you with the best possible experience, we operate by appointment only. This ensures that our counsellors can dedicate their time and attention solely to you during your session.

  • Crisis Support: As our counsellors are not available 24/7, we are unable to provide support between sessions. In case of a mental health crisis, please seek immediate assistance by contacting one of the 24-hour support services listed at the end of this page. 

  • Safety: To ensure Hills Relationship Centre remains a safe and respectful space, we reserve the right to discontinue any appointment with a client where inappropriate, disrespectful or aggressive behaviour is being displayed. We expect that you treat all our staff with the same respect we give to you.

  • Health: To ensure the health and safety of our staff and clients, please only attend your appointment if you are in good/full health. We reserve the right to refuse services if you present at your appointment as unwell, and you will be required to pay the full fee. If you are unwell, we offer Telehealth as an alternative to attending in person.

  • Inclusivity: We embrace diversity and respect the full spectrum of human identities. Our team are experienced in working with individuals, couples and families from diverse cultural and religious backgrounds, and are GSRD (Gender, Sexuality and Relationship Diversity) friendly. You will always be wholeheartedly welcome and safe at Hills Relationship Centre. 

  • Feedback: We value your feedback as it helps us improve our services and provide you with the best possible counselling experience. Feel free to share your thoughts and suggestions with us at any time.

Confidentiality Policy

All personal information gathered during the provision of the counselling service will remain confidential and secure except where:

  1. It is subpoenaed by a court.

  2. Failure to disclose the information would place you or another person at serious and imminent risk.

  3. Your prior approval has been obtained to

a) Provide a written report to another professional or agency,

b) Discuss the material with another person, e.g. a parent, partner or employer; or if disclosure is otherwise required or authorised by law. If you have been referred by your doctor or psychologist, we will communicate with them by email to keep them updated regarding your progress.

We may discuss your case in supervision. All counsellors registered with The Australian Counselling Association or similar body are required to undergo supervision from time to time. This is to ensure that you, the client, are provided with counselling that meets the highest industry standards.

Counsellors working at Hills Relationship Centre cannot be your ‘friend’ on social media networks. Their privacy is equally as important as yours.


Cancellation Policy

Request to cancel or reschedule an appointment with less than 48 hours’ notice will incur the full fee, regardless of the reason. All cancellations should be made via text, phone call (0410 549 930), email (, or by clicking the cancellation link in your booking confirmation email.
Please do not contact us via social media to cancel or make changes to an appointment.

If you fail to show up for your scheduled appointment, you will also be charged the full fee. We offer confirmation and reminder emails for appointments as a courtesy to our clients, however, the onus is on the client to ensure they arrive for their scheduled appointment time.

We require credit card details to be kept on file in case of cancellation. You will be asked to fill in your credit card details before your first session. Your details will be held securely and will be destroyed when you are no longer a client of Hills Relationship Centre.

Intake Form Policy

When making an appointment for the first time, you will be required to complete an intake form, which will be emailed to you at the time of booking. This intake form ensures we have your correct information on file, and that you understand our policies. This form is a legal requirement, meaning we will be unable to see you at the centre without it. It must be completed within the required timeframe to secure your booking. If it is not completed, your appointment may be cancelled.

If you are an existing client and have previously completed an intake form, you will not need to complete it again unless your address, payment, or contact information has changed. If it has been over a year since your last appointment, we may ask you to complete a new form to ensure we have your current information on file.

Urgent and Crisis Support

As our counsellors are not available 24/7, we are unable to provide support between sessions. If you need additional support, you can book an additional appointment with your counsellor. In case of a mental health crisis, please seek support by contacting one of the 24-hour support services listed below. In a situation where you or someone you know are at serious risk, call 000 immediately.

Lifeline - 13 11 14

1800 RESPECT - 1800 737 732

Kids Helpline - 1800 55 1800

Mensline - 1300 789 978

Suicide Callback Service - 1300 659 467

QLife - 1800 184 527 (3pm to midnight)

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