Frequently asked questions.

FAQs and Payment

How to access services:

What age group do you support?

We provide counselling support to those aged 12 years old, all the way through to 100 years+. However, we may consider supporting a child younger than 12 years old on an individual case by case scenario.

Do I need a GP referral?

You do not require a GP referral to Mind Over Matters for counselling if you are a private fee paying client, or if a service provider (such as Corrections, Child Protection or a Community Service Agency) are providing funding for your counselling sessions. You also do not require a referral if you are accessing our counselling services through a NDIS Plan, or private health insurance.

However, if you are wanting to access subsidised sessions through a GP Mental Health Care Plan, Non-Directive Pregnancy Support or a Chronic Disease Management Plan, you will require a referral from your Doctor.

What details does the GP need to send my referral to Mind Over Matters?

Please provide your GP with our details below to enable them to send us your referral:

Mind Over Matters

40 McCallum Street, Swan Hill, Vic, 3585

0436 965 284

info@mindovermatters.com.au

http://www.mindovermatters.com.au

Referrals can be emailed to us directly, or uploaded to our website portal via the Contact us page. If preferred, a hard copy can be sent to PO BOX 322, Swan Hill, VIC, 3585.

How do I gain access to counselling through a GP Mental health Care Plan?

A GP Mental Health Care Plan (MHCP) allows you, if eligible, up to 10 sessions of subsidised support under the Better Access Health Initiative through your GP. See here for steps on how to access a MHCP.

How do I gain access to Non-Directive Pregnancy Support?

Book in to see your GP who can write a referral to Mind over Matters for Non-Directive Pregnancy Support. This will provide you with three partially subsidised sessions for counselling at Mind Over Matters per pregnancy.

How do I gain access to counselling with a Chronic Disease Management Plan?

A Chronic Disease Management Plan is written by your GP if they have determined that you require a multi-service approach for the treatment of your chronic or terminal illness. Your GP will state in the plan how many partially subsidised counselling sessions you are able to access (up to 5 sessions) through Mind Over Matters. They will also write a referral stating the supports you require.

How do I access Mind over Matters support services with an NDIS plan?

Our Therapists provide NDIS services to self-managed and plan managed Participants. You, your carer/family, your Service Coordinator, or LAC can contact us directly to request supports. You will be required to provide us with your NDIS participant number and plan details, alongside the contact details for your Plan Manager upon registration.

Currently, we provide NDIS supports under the following Capacity Building categories:

-       Assessment Recommendation Therapy or Training – Social Worker - 15_621_0128_1_3

-       Finding & Keeping a Job - Employment Related Assessment & Counselling – 10_011_0128_5_3

Can I access Mind Over Matters Counselling with WorkSafe, TAC or FAS funding?

Yes, Mind over Matters are registered providers with WorkSafe and TAC. Therefore, you are able to access Mind Over Matters counselling if you have funding from any of these services.

WorkSafe requires that a medical practitioner provide a referral to Mind Over Matters prior to counselling commencing.

We can only accept FAS (Financial Assistance Program / Victims of Crime) referrals if sessions are paid by the client and they seek reimbursement directly with FAS.

Can I access counselling with my Private Health Insurance?

Some funds, including Bupa, HCF, St Luke's, and Teacher’s Health, cover Therapies provided by Mind Over Matters. If you are unsure, please contact your private health fund for more information prior to booking in with us to determine the rebate you may be eligible for.

How do I book an appointment?

If you are wanting to book your initial appointment, you can book directly online https://www.mindovermatters.com.au/bookings-1 , Or else, you can email us through the Contact Us page, or at info@mindovermatters.com.au . Ongoing appointment times/days can be discussed and booked directly with your therapist.

Do you offer Telehealth?

Yes, we offer Telehealth as an option for counselling sessions via Zoom, Teams or preferred platform Sessions.. We will send a link to you to join the day of your session. We also offer phone appointments if requested.

Do you offer Interpreter service?

Yes, please let us know if you or someone requires interpreter services prior to your appointment.

Payment options and fees:

What are consultation/therapy costs?

Our 2025/26 Fees are:

General Counselling Sessions (50 mins): $175

Telehealth Counselling Sessions (50 mins): $160

NDIS therapy: as per the current NDIS Price Guide 2025-2026

EMDR Therapy: Initial Assessment ($90 Mins) $200

Ongoing EMDR Sessions (60-75 Mins) $175

Are Medicare rebates available?

Those who have a GP Mental Health Care Treatment Plan are able to gain a Medicare rebate that provides up to 10 subsidised counselling sessions through Mind Over Matters. The current Medicare rebate is $87.25 per session. This will mean that after you receive your rebate, you will be out of pocket $87.75 (face to face) and $72.75 (teletherapy).

What payment options do you have?

We are a cashless service and our preference of payment is online automation to save time for everyone. We do this by collecting your credit card details upon registration. If you are not comfortable with doing this, we can also provide an invoice where you can pay with BPAY or transfer the money into our account directly.

We will provide invoices for Private Health Insurance clients.

As a matter of principal, we do not offer After Pay or other similar financial products.

Do you offer Bulk Billing or a concession price?

We understand some may not be in a position to pay full fees due to experiencing financial hardship. As we believe that mental health support should be accessible to everyone, we may be able to offer a reduced price for a limited amount of clients eg. low-income concession card holders. Please contact us directly if you would like to be considered for this.

What is your cancellation / rescheduling policy?

Rescheduling: Where possible, we will attempt to reschedule your appointment, if requested, with at least 24 hours’ notice prior to your session time at no cost to you.

Cancellation: Clients cancelling/rescheduling within 24 hours of their scheduled appointment are required to pay 100% of their scheduled appointment fee. Those who fail to attend their appointment, will also be required to pay 100% of the scheduled session fee. There are no cancellation fees if more than 24 hours notice is provided.

Use of AI Disclosure:

Mind Over Matters utilises NovoNote, a secure and encrypted platform that converts the audio from our consultations into clinical summaries. NovoNote allows us as clinicians to focus more thoroughly on treatment during sessions, as opposed to manual note taking. Before using NovoNote, our team will ask for your consent. You have the right to withdraw your consent at any time. Our AI note taker produces a transcript of the session and then is deleted, and does not make up part of your patient file. Audio recordings or your name are not saved. For further information on NovoNote’s security measures and protocols, please see their security page: www.NovoPsych.com.au/NovoNote-Security

Confidentiality, privacy and feedback: 

Mind over Matters Confidentiality Policy:

At Mind Over Matters, we prioritise your privacy and the confidential nature of the information you share with us. All communication before, during, and after your sessions will be kept private and secure. However, there are certain limits to confidentiality that you should be aware of:

·       Safety Concerns: If there is a serious concern for your safety or the safety of others, especially in cases where a child may be at risk of serious harm, we may need to disclose information to ensure safety.

·       Legal Obligations: If there is a legal requirement for us to report information related to your involvement in, or knowledge of, a serious crime, we are obligated to comply with the law.

·       Court Orders: In the event of a court order requiring us to provide information about you, we must fulfill that obligation.

·       Third-Party Requests: If you request that we share information with a third party, we will do so only with your informed consent.

All records and notes from your sessions will be securely stored in a location accessible only to authorised personnel. Your trust is vital to us, and we are committed to safeguarding your information. We utilise Halaxy as our health platform to store your information. Halaxy is one of the world’s leading health information management systems and trusted by GPs and health professionals across the globe.

Privacy Policy:

A privacy policy is a legal document that outlines how our organisation, Mind Over Matters, collects, uses, and safeguards personal information. It serves to provide transparency to our users about our data practices and ensures compliance with applicable privacy regulations.

You can find our detailed privacy policy [here]

Feedback and Support at Mind Over Matters:

At Mind Over Matters, we are dedicated to delivering exceptional service to our clients. Your feedback is invaluable in helping us enhance our offerings, processes, and communication. We encourage you to share your thoughts, whether it’s a compliment, a suggestion for improvement, or an issue that needs resolution.

How to Provide Feedback

  • Direct Feedback: We encourage you to let your individual therapist know any concerns or feedback you have.

  • If you feel more comfortable, you can provide feedback via email on: info@mindovermatters.com.au

  • You can also submit your feedback anonymously if you prefer by sending your thoughts to:

    Mind over Matters

    PO BOX 322

    Swan Hill, VIC, 3585

Additional Support for NDIS Clients

If you are an NDIS client and need assistance with providing feedback, you can contact the NDIS Commission for support. Their contact details can be found on their website: http://www.ndiscommission.gov.au Additionally, you can reach out to your NDIS Service Coordinator for help. The National Disability Advocacy Program is also available for support, and their website is http://www.dss.gov.au

We will attempt to resolve all concerns and respond to feedback within 2 business days.

Thank you for helping us improve our services! Your voice matters at Mind Over Matters.