These FAQs are written to support informed choice and clear boundaries, consistent with ethical expectations commonly associated with the Australian Counselling Association (ACA) and counselling/psychotherapy best practice.

Do I need a referral?

No. You can self-refer.

If you have a GP or another health professional who would like to refer you, referrals are also welcome.

What’s the difference between counselling and psychotherapy?

The terms are often used interchangeably, and there is overlap.

·       Counselling often focuses on current stressors, coping skills, decision-making, and practical change.

·       Psychotherapy often explores deeper or longer-standing patterns, including how past experiences, attachment, and the inner world shape what you feel and repeat.

In early sessions, we’ll discuss what you’re needing and decide together what approach fits best.

What issues can you help with?

People come to SILZ for many reasons, including anxiety and stress, low mood, burnout, relationship difficulties, boundaries, grief, life transitions, trauma impacts, and feeling stuck.

If your needs are outside my scope, we’ll talk about options and referrals.

Do you diagnose mental illness?

No. As a counsellor/psychotherapist, I do not provide formal psychiatric diagnosis.

If assessment or diagnosis would be helpful, we can discuss referral options (e.g., GP, psychologist, psychiatrist).

Is counselling confidential?

Yes. Confidentiality is a core part of therapy.

Your information is not shared without your consent except in limited circumstances, such as where required by law or where disclosure is necessary to prevent or lessen a serious threat to life, health, or safety.

For details, please see the Privacy, Confidentiality & Its Limits information on this website.

What if I’m worried about safety (mine or someone else’s)?

If there are concerns about serious and immediate risk, confidentiality may be limited so that appropriate support can be sought.

If you are in immediate danger, call 000.

For urgent mental health support, you can contact:

·       Lifeline: 13 11 14

·       Suicide Call Back Service: 1300 659 467

·       Beyond Blue: 1300 22 4636

Are you a crisis service?

No. SILZ is not an emergency or crisis service.

If you need urgent support, please contact emergency services or the crisis supports listed above.

How do sessions work?

Sessions are collaborative and paced. We’ll clarify what you want help with, what feels most urgent, and what support would be most useful.

Depending on your needs, sessions may include reflection, skills for regulation and coping, exploring patterns in relationships, and practical between-session experiments.

How long are sessions and how often will I come?

Session length and frequency depend on your needs and preferences.

Many people start weekly or fortnightly, then adjust over time.

Do you offer telehealth?

Yes. SILZ offers telehealth for adults across Australia.

Face-to-face sessions may be available by arrangement.

What platform do you use for telehealth?

Telehealth platform details are provided when you book.

Please see the Telehealth Policy for information about privacy, suitability, and what to do if technology fails.

What are your fees?

Fees are listed on the website and/or provided at the time of booking.

Please see the Fees, Appointments & Reminders policy for payment and cancellation information.

When do I pay?

Payment is required at the time of booking to confirm your appointment. This helps keep administration out of your session time.

Payments are processed securely via Shopify Payments.

Do you offer Medicare rebates?

No. SILZ is a private service and does not offer Medicare rebates.

If you’re looking for Medicare-rebated support, you may wish to speak with your GP about a Mental Health Treatment Plan and referral options.

Do you offer EAP sessions?

Sometimes.

If your employer or EAP provider allows you to choose your own practitioner, SILZ may be able to work with you.

The simplest next step is to email hello@silzcounselling.com.au with:

·       The name of your employer/EAP provider (if known)

·       Any booking or invoicing requirements they’ve given you

What is your cancellation policy?

Cancellations and late changes are covered in the Fees, Appointments & Reminders policy.

If you’d like, I can also summarise the key points here (e.g., required notice period and late cancellation fee) once you confirm your exact settings.

Can I contact you between sessions?

Between-session contact is generally limited to practical matters such as scheduling.

Email is not monitored continuously and is not suitable for urgent support.

Can you write reports or letters?

Sometimes. Requests for letters or reports depend on the purpose, your consent, and whether it is within scope.

If a request requires information outside what counselling can reasonably provide, we’ll discuss alternatives.

Do you work with other health professionals?

With your written consent, I can liaise with your GP or other treating professionals to support coordinated care.

What records do you keep?

SILZ keeps brief clinical notes and administrative records to support continuity of care and ethical practice.

For details about storage, access, and retention, please see the Records & Clinical Notes information on this website.

What if I have feedback or a complaint?

Feedback is welcome.

If something doesn’t feel right, you can raise it in session or email hello@silzcounselling.com.au.

You can also refer to the Complaints & Feedback Policy for information about the process and external pathways.

How do I know if you’re the right fit?

Fit matters.

If you’re unsure, you’re welcome to reach out with a brief description of what you’re looking for. We can discuss whether SILZ is likely to be a good match, and if not, what other options may suit you.

Contact: hello@silzcounselling.com.au