Frequently Asked Questions
About Counselling & Epsilon Counselling
What is counselling?
Counselling is a confidential and collaborative space where you can explore your thoughts, feelings, and challenges with a qualified professional. It's a supportive journey for personal growth, where you can gain new insights, develop coping strategies, and find your own path forward. It's about being heard, understood, and empowered.
How is Epsilon Counselling different?
At Epsilon Counselling, we offer personalised, accessible, and compassionate support tailored to your unique journey. We provide flexible options including Telehealth, Mobile, and Community sessions to fit your life. Our approach is trauma-informed and client-centred, led by Kyle Robinson, who brings extensive experience from the NDIS and Child Safety sectors, with a passion for empowering young people and families.
Do you offer Medicare rebates?
No, Epsilon Counselling does not currently offer Medicare rebates. Our services are privately billed. Please refer to our Fee Schedule for all pricing details.
Why not?
In Australia, counsellors are generally not eligible for Medicare rebates for counselling services. Medicare rebates are primarily available for services provided by psychologists, psychiatrists, and some social workers. While counsellors may offer services that are beneficial for mental health, they are not typically covered under the Medicare Benefits Schedule (MBS).
Booking Your Session
How do I book a session?
You can easily book your session through our website by visiting our "Appointments" page. You'll be able to select your preferred counsellor, session type (Telehealth, Mobile, or Community), date, and time.
What happens after I book my first session?
Once your first session is booked, you will receive a welcome email with important documents: our Client Service Agreement (including Terms & Conditions), Fee Schedule, and an Intake Form. These documents are crucial for establishing a clear therapeutic relationship and helping us prepare for your needs.
What are the requirements before my first session?
We require all new clients to complete and acknowledge the Intake Form, Client Service Agreement, and Fee Schedule at least 48 hours prior to your first scheduled session. This allows your counsellor to review your information and prepare effectively, ensuring your session is as beneficial as possible from the start.
What if I don't complete the required documents in time?
If the required documents are not completed and acknowledged 48 hours prior to your scheduled appointment, we may need to reschedule your session. Please note that our cancellation policy, as outlined in the Fee Schedule, may apply to late rescheduling or cancellations if the timeframe is not met.
Fees, Payments & Discounts
What are your standard session fees?
Our standard fees for a 50-minute session are:
Telehealth Session: $110
Community Connect Session: $125
Mobile Session: $125 + travel fee (Travel fees are calculated at $0.88 per kilometre and will be quoted to you upfront.)
Please visit our Fee Schedule page for full details on all pricing.
Do you offer a payment plan or flexible payment options?
Yes, we understand that payday schedules vary. After your initial 50% deposit, the remaining 50% balance for individual sessions will be invoiced to you via email following your session, and is due within 14 calendar days from the date of issue.
Do you offer discounted rates for specific groups?
Yes, we are committed to making quality counselling accessible. We offer a concession rate of $90 per 50-minute session (for both Telehealth and Community Connect) for eligible clients.
Who is eligible for the concession rate?
The concession rate is available for:
Students (with valid student ID)
Pensioner Concession Card Holders (valid card)
Healthcare Card Holders (valid card)
How is the concession discount applied to my session?
For eligible clients, the concession rate of $90 will be applied to your session cost at the time of invoicing. This means your initial 50% deposit will be based on the standard fee, and the discount will then be deducted from your remaining balance on the invoice.
Can I use the concession rate with other discounts or session packages?
Concession rates are applicable to individual sessions only and do not combine with pre-purchased session packages.
The 20% 'Refer a Friend' discount applies to standard individual session fees and cannot be combined with concession rates or other discounted offers. If you qualify for multiple discounts, you would simply choose the most beneficial one for that session.
How does the 'Refer a Friend' program work?
When you refer a new client to Epsilon Counselling who books and attends their very first paid appointment with us, both you and your referred friend will receive an exclusive 20% discount on your next individual session. This discount applies to standard individual session fees and cannot be combined with concession rates or pre-purchased session packages.
Session Types & What to Expect
What is a Community CONNECT session?
Our Community CONNECT sessions offer a unique and refreshing approach to counselling, leveraging the proven benefits of nature and movement for your well-being. Stepping outside the traditional office setting, these sessions can reduce stress and anxiety by naturally lowering stress hormones, and many clients report improved mood and a sense of calm almost immediately. The "shoulder-to-shoulder" approach in a relaxed outdoor environment can make it easier to open up and engage in meaningful conversations, fostering a more comfortable and balanced dynamic with your counsellor. It's a holistic experience that engages your mind and body, promoting natural healing and sustained growth.
What if it rains or there's bad weather for a Community CONNECT session?
Your safety and comfort are paramount. In the event of adverse weather (e.g., heavy rain, storms, extreme heat), we will first endeavour to hold your session at a pre-arranged backup indoor location nearby.
If both the primary and backup locations become untenable, your counsellor will first offer you the option to switch your appointment to a Telehealth session at the same scheduled time or an alternative mutually convenient time.
Should a Telehealth session not be suitable, your pre-paid session fee or deposit will be converted into a credit for a future booking, or you may request a full refund. Please see our Client Service Agreement for full details.
What happens if my counsellor needs to cancel a session?
In the infrequent event that your counsellor needs to cancel or reschedule a confirmed session, we will provide you with as much notice as possible. Your full deposit will be automatically converted into a credit for a new booking. Alternatively, you may request a full refund of your deposit. Please refer to our Client Service Agreement for more details.
What about confidentiality in community or mobile sessions?
While we take all reasonable steps to ensure your privacy in community and mobile settings, please be aware that these environments inherently have some limitations to complete confidentiality compared to a closed office. Your counsellor will discuss this further with you at the start of your session to ensure you feel comfortable and informed.