(Current as of January 2025)

Tabvuma Mental Health terms of service and your rights and responsibilities as the client and/or parent in relation to information security, access and confidentiality as well as obligations regarding fees, cancellations and rebates are provided below.

Personal Information: 

All information obtained during sessions are kept confidential and secure, except when:

(1) It is subpoenaed by a court.

(2) Failure to disclose the information would place you or another person at risk of harm; or

(3) Your prior approval has been obtained to:

(a) provide a written report to another professional or agency – e.g., to a lawyer; or

(b) Discuss the material with another person – e.g., a parent or another health practitioner.

Tabvuma Mental Health may use health information to assist in improving the quality of care given by reviewing the treatments used in practice. This information may also be used in research projects to improve practice. The information used will not identify you.

Information Security and Access:

Personal information about you is collected to enable your treatment. All notes taken during your treatment and all communications relating to your treatment become a part of your clinical records. Your clinical records are stored electronically in your client file on Halaxy, which you consent to as a client of this service.

You have the right to request access to, and correction of your personal information. We require you to put this request in writing and address your request to the practitioner you see at Tabvuma Mental Health will respond within a reasonable time and not longer than 30 days.

We are required to store your personal information for seven years after ceasing engagement with your health practitioner, and up to age of 25 years for a child under the age of 18.

Confirming Appointments: 

You will be sent an automated email reminder which has the requirement to respond Yes for confirm attendance and No for cancelling the appointment. It remains your responsibility to be aware of your scheduled appointments. Please contact us if you are having issues connecting at the time of your appointment. Your appointment can be made a phone appointment if you have failed to connect to a scheduled video or live chat appointment.

Time and Punctuality:

Your session will last the scheduled amount of time you booked in e.g., 15 or 50 minutes for a session. If you are late, your session will usually still finish at the scheduled completion time, to be fair to your treating health practitioner and the clients with sessions after yours. You will also still be charged for the full consultation.

Subscription and Service Fees:

Fees are payable at the time of a subscription, therpay or wellbeing booking. Payments accepted including but not limited to, credit/debit card and PayPal.

If you book an appointment after exhausting your allocated subscription or without a valid membership, you will be required to pay the full fee for the respective appointment type before the session.

For payments made on Halaxy, you understand that Halaxy’s Terms and Conditions. These can be on their website https://www.halaxy.com/article/terms-consumer

Automatic Payments:

Usually, you will pay for your subscription package in advance and at the time of your booking. At times, in the case of an incorrect appointment booking type, i.e., you booked and paid for a single instead of a family session, you give consent for an automatic payment for the long consultation to be processed using your credit card details saved on file. This process will make it easier for you to get on with your session with your health practitioner without worrying about administrative/billing issues.

Medicare:

Tabvuma Mental Health does not facilitate Medicare rebates. All sessions outside the Credentialed Mental Health Nursing Service program are privately funded and payments are made at booking.

​​Children: 

Tabvuma Mental Health also works with children from the age of 12. Tabvuma Mental Health practitioners do their best to be open and communicative with a child’s parent/guardian, however, cannot disclose personal or sensitive information if the child does not provide explicit permission (verbal or written) to do so. If there is any risk of harm to self or others, this will be disclosed to the parent in a timely manner.

Cancellation and No-Show Policy: 

We understand an emergency may arise and you may not be able to attend your session as planned. You can reschedule or cancel your appointment no less than 24 hours via a link sent with your appointment confirmation.

If you cancel or reschedule your appointment with less than 24 hours’ notice, a Late Cancellation Fee equal to 90% of the appointment value will be charged. For example, if the appointment fee is $110, the Late Cancellation Fee will be $99.

If you do not attend your scheduled appointment, you will still be charged the full fee for the No Show. A health practitioner will try to connect with you (via video or phone depending on your requested appointment type) for at least 15 minutes after your scheduled appointment time. After this, it will be considered a ‘No Show’ and a No-Show Fee will apply.

In case of serious illness or other extenuating circumstances, a late cancellation or no-show fee may be reviewed/refunded at Tabvuma Mental Health’s discretion. Evidence may be requested.

The cancellation or no-show fee amount will automatically be deducted from your advanced payment and the remaining amount will be refunded back to you.

Tabvuma Mental Health’s Responsibilities to You

Tabvuma Mental health will aim to:

• Provide the service as advertised
• Be open and honest about how they can help
• Be polite and respectful
• Respect your culture, spirituality, values and beliefs
• Assist you to make informed choices
• Protect you from clinical violence, abuse, racism or discrimination
• Provide joint decision making about the services and support offered
• Listen to feedback and resolve any issues
• Keep information confidential and secure
• Minimise conflict between you and the organisation
• Abide by all relevant legislation
• Review how the service is working for you
• Accept complaints and feedback
• Implement any suitable changes because of feedback
• Resolve all escalated concerns in a timely manner
• Ensure you receive invoices/receipts
• Accept reviews on public platforms
• Implement suitable changes because of feedback
• Ensure practitioners are registered health practitioners with appropriate capabilities
• Ensure practitioners have the correct level of insurances
• Ensure practitioners have a clean criminal record
• Ensure practitioners have valid working with children’s clearances

Should you have any questions or concerns about this or anything else, please do not hesitate to contact Tabvuma Mental Health via email admin@tabvumamh.com.au .