FAQ
Common questions about online counselling, privacy, and how sessions at Levora Counselling work.
Before you get started– Levora Counselling Code of Ethics Policy
Purpose
Levora Counselling is committed to providing safe, ethical, client-centred counselling services in accordance with the Australian Counselling Association (ACA) Code of Ethics and Practice and all applicable Australian legislation.This policy establishes the ethical principles that underpin all counselling services provided by Levora Counselling and ensures that every client receives professional, respectful and competent care.
Policy Statement
Levora Counselling is committed to:
Respecting the dignity, autonomy and rights of every client.
– Providing counselling that promotes client wellbeing and psychological safety.
– Maintaining professional competence through ongoing education, supervision and reflective practice.
– Protecting client confidentiality except where disclosure is required by law or necessary to prevent serious and imminent harm.
– Practising within the counsellor’s scope of competence.
– Maintaining professional boundaries and avoiding conflicts of interest.
– Providing services that are culturally safe, inclusive and free from discrimination.
– Maintaining accurate, secure and confidential client records.
– Obtaining informed consent before commencing counselling.
– Complying with all relevant Commonwealth and State legislation.
Ethical Principles
Levora Counselling will provide services based upon the following principles:
– Respect for client autonomy
– Beneficence
– Non-maleficence
– Justice
– Fidelity
– Professional integrity
– Accountability
Responsibilities
The Principal Counsellor is responsible for ensuring all counselling services comply with the ACA Code of Ethics and Practice.
All counsellors engaged by Levora Counselling must:
– Hold appropriate qualifications and registration.
– Maintain professional indemnity insurance.
– Participate in regular clinical supervision.
– Complete continuing professional development requirements.
– Work within their level of competence.
– Report ethical concerns immediately.
Legislative and Professional Standards
This policy is informed by:
– Australian Counselling Association Code of Ethics and Practice
– Privacy Act 1988 (Cth)
– Australian Privacy Principles
– Relevant State mandatory reporting legislation
– Health Records legislation applicable within the State or Territory of practice
Review
This policy will be reviewed every two years or sooner if legislation or professional standards change.
Risk of Harm and Duty of Care
Client Safety
Levora Counselling is committed to providing a safe, supportive and confidential counselling service. While confidentiality is a fundamental part of the therapeutic relationship, there are circumstances where confidentiality may need to be limited in order to protect the safety and wellbeing of a client or another person.
Risk of Harm
If a counsellor believes there is a serious and imminent risk that a client may harm themselves or another person, Levora Counselling has a professional and legal duty of care to take reasonable steps to reduce that risk.
Where appropriate, these steps may include:
– Conducting a risk assessment.
– Developing a collaborative safety plan with the client.
– Encouraging the client to access emergency or medical support.
– Contacting a nominated emergency contact where appropriate and practical.
– Consulting with the counsellor’s clinical supervisor.
– Contacting emergency services (000) if there is an immediate risk to life or safety.
– Contacting relevant health professionals involved in the client’s care where appropriate.
– Making reports where required under applicable legislation.
Wherever possible, the counsellor will discuss these actions with the client before information is shared. However, where there is an immediate risk to life or serious harm, Levora Counselling may disclose relevant information without the client’s consent in accordance with legal and ethical obligations.
Mandatory Reporting
Where required by Commonwealth or State legislation, Levora Counselling will make reports to the relevant authorities if there are reasonable grounds to believe:
– A child or young person is experiencing abuse, neglect, or is otherwise at risk of significant harm.
– Another person is at serious risk of harm where reporting is legally required.
– Disclosure is required by a lawful court order or subpoena.
Confidentiality Exceptions
Information may be disclosed without a client’s consent when:
– There is a serious and imminent threat to the life, health or safety of the client or another person.
– Disclosure is required by law.
– Disclosure is authorised under relevant privacy legislation.
– A court orders the release of records.
Only the minimum amount of information necessary to protect safety or comply with legal obligations will be disclosed.
Commitment to Client Care
Whenever possible, Levora Counselling will work collaboratively with clients to promote safety, preserve dignity, and maintain trust throughout any risk management process. Decisions to disclose confidential information are made carefully, ethically, and in accordance with the Australian Counselling Association Code of Ethics and Practice, the Privacy Act 1988 (Cth), and relevant Western Australian legislation.
You are at the centre of your counselling experience.
Your safety, dignity, choices and trust matter at every step.
Cancellation and Refund Policy
Cancellation of Appointments
Your appointment time is reserved exclusively for you. If you need to cancel or reschedule your appointment, please provide at least 24 hours’ notice.
More than 24 hours’ notice: No cancellation fee will apply. Any prepaid session fee will be refunded or credited towards a future appointment, according to your preference.
Less than 24 hours’ notice: A cancellation fee of 100% of the scheduled session fee may apply.
Failure to attend (No Show): Clients who do not attend a scheduled appointment without prior notice will be charged the full session fee.
Exceptions may be made in cases of genuine emergencies, serious illness, or unforeseen circumstances at the counsellor’s discretion.
Refunds
Refunds will be provided in the following circumstances:
– If a session is cancelled by the counsellor and an alternative appointment cannot be arranged.
-If more than 24 hours’ notice is provided for cancellation of a prepaid appointment.
– Where required under the Australian Consumer Law.
Refunds will generally be processed using the original payment method within 5–10 business days, depending on your financial institution.
Please note that counselling services already provided are not refundable.
Late Arrivals
If you arrive late for your appointment, your session will still finish at the scheduled time to avoid impacting other clients. The full session fee will remain payable.
Exceptional Circumstances
We understand that unexpected situations arise. Where appropriate, cancellation fees may be reduced or waived at the counsellor’s discretion due to exceptional circumstances such as:
– Medical emergencies
– Family emergencies
– Severe accidents or unforeseen events
– Contact
If you need to cancel or reschedule your appointment, please contact us as soon as possible by phone, SMS, or email during business hours.
Thank you for your understanding and cooperation. This policy enables us to provide timely access to counselling services for all clients while maintaining a sustainable and professional practice.
