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Terms & Conditions

WHO WE ARE

We are staffed by accredited Social Workers and as such, perform activities conducted by Social Workers. We operate within the policies and procedures of the Australian Association of Social Workers (AASW).

Our Practice Director is Sarah Newbold, BSW (Hons), MBA.

We do not provide financial, clinical health or legal information; nor do we  recommend or provide referrals to any specific organisations or companies that perform these activities.

As Social Worker, we can:

          • provide advice, advocacy and counselling in our areas of expertise.
          • undertake research and provide reports
          • assist you to fill out forms and attend meetings with you
          • represent your interests and liaise with service providers on your behalf

CONFIDENTIALITY

We agree that confidential information disclosed to the other party remains at all times confidential and each party indemnifies the other in respect to all loss, damage, claim, cost or expensive suffered by the discloser arising from any breach of this Agreement.

We must disclose any threats to safety, wellbeing and life to the appropriate authorities.

CONFLICTS OF INTEREST

We must inform you immediately of any matter connected with the social work services provided, which could give rise to an actual or perceived conflict of interest on our part.

PRIVACY POLICY

We will keep your details confidential as required by the Privacy Act 1988 (Commonwealth) (as amended).

ONLINE PLATFORM
We are currently utilising Zoom platform.

Zoom is available for download here: https://zoom.us/

PAYMENT

We require full payment prior to your appointment.  We charge an hourly rate, which is divided into the categories of ‘Waged’ and ‘Unwaged’.  We won’t ask for proof; we trust you.

PAYMENTS PROCESSING FACILITY

We use the Square payments processing facility.

Please note, refunds can take between 7 – 10 days to arrive back in your bank account. This timeframe is beyond our control and is determined by Square.

CANCELLATION OF APPOINTMENTS

We charge by the hour and try to provide as much flexibility to our clients as possible.  To ensure we are able to pay our bills and meet our budget, we require 24 hours notice for any appointment cancellation or reschedule. 

If we need to cancel your session, we will provide you with a full refund.

If you cancel or reschedule within 24 hours of the scheduled appointment, you agree to paying the full payment.  No refund will be provided. 

MAKING A COMPLAINT

As Social Workers, our professional registration body is the Australian Association of Social Workers (AASW). 

If you have a complaint that cannot be resolved with us or you believe it should be dealt with by a higher body, please refer to the AASW.

A complaint may be made about conduct of an Australian Social Worker irrespective of when the conduct is alleged to have occurred.

A complaint against a Social Worker should be made to: ethicscomplaint@aasw.asn.au, or by post to

PO Box 2008, Royal Melbourne Hospital, VIC, 3050

Additional information about making a complaint is available at https:// www.aasw.asn.au/ information-for-the-community/making-a-complaint.

DISPUTE

If a dispute arises under this Agreement, including a dispute about the costs payable to us, either party may refer the dispute to arbitration. Failing agreement on an arbitrator, the arbitrator is to be appointed by the Australian Disputes Centre. Either party may be represented in arbitration by a legal practitioner and bears their own legal costs.