FAQ

Practitioners and reception staff at AwareHub are subject to the Privacy Act 1988 and must comply with obligations related to the collection, use, and disclosure of personal information, including through telehealth.

The practitioner must maintain confidentiality and privacy standards during sessions, and in creating, keeping, and transmitting records. In cases of risk of harm and due to a duty of care, your practitioner might have to breach confidentiality.

Yes, telehealth is available. Please call 1300-0-29273 or email reception@awarehub.com.au to arrange a telehealth appointment with your clinician. On the morning of your appointment, a reception staff member will call you for payment.

Only credit and debit cards are accepted. We will process the Medicare rebate following your appointment. Our cancellation policy remains applicable to telehealth appointments.

Please call 1300-0-29273 or email reception@awarehub.com.au to reschedule or change your appointment. We will try our best to accommodate your request. Note that a 48-hour cancellation policy applies to all appointments and any appointments that are missed or not cancelled in time, will be charged at the full fee.

In case of an emergency, please call 000, Lifeline (12114), the Mental Health Line (1800-011-511) or attend your local emergency department. Where appropriate, a general practitioner should be contacted. Please note that AwareHub is not an emergency or crisis mental health service.

If you have been treated previously at another clinic and would like to transfer your records to us, please email reception@awarehub.com.au and request a copy of our Consent To Release Information Form. You will need to sign this form and return it to us via email. Please allow for up to 14 days for us to action this request.

Please email reception@awarehub.com.au. We do not release any clinician’s personal email or phone number. Due to the very high volume of daily emails, we kindly request that any communication with your clinician be kept to a minimum and only when absolutely necessary. Please note that many of our clinicians do not work every day of the week and will only have access to their emails on their working days. Please allow for up to 72 hours from the time that your clinician returns to work to respond to your email. If you are in an emergency situation, please follow our emergency procedures. Should your matter be more urgent or complex, please call or email reception to book the next available appointment with your clinician.

Please email reception@awarehub.com.au the name of your medication, strength, and dosage (e.g. Vyvanse 30 mg once a day, weekdays only). If you have not consulted with your clinician in the past 6 months, a follow-up appointment will be required. If you have not seen your clinician for over a year, a new GP referral and a follow-up appointment will be required. In all other situations, a script fee of $30 for one script or $50 for two or more scripts is applicable. Your clinician will send through an e-script to your phone.

An administrative fee is in place for any administrative requests outside of appointment times. The fee will be determined by your clinician. Medicare rebates will not apply. Please email your request to reception for further information. Please allow for up to 7 days for any administrative requests to be actioned (unless otherwise notified).

As the clinicians are contractors rather than employees of AwareHub, we do not have control over their decisions regarding places of work. If a clinician leaves our practice for professional or personal reasons, we will endeavour to facilitate a detailed handover and smooth transition should you choose to stay within the practice and continue being seen by one of our other qualified clinicians.

Any initial appointment with a new clinician at AwareHub will be billed in accordance with Medicare regulations as a “new assessment” and charged as such. However, as an existing client of Awarehub, we will prioritise booking you in with a new clinician, subject to earliest availability.

Your existing clinician will always provide a detailed handover to your GP, and you always have the right to seek a referral for a practitioner outside of AwareHub. The practice retains all records of clients consulted at AwareHub. As a client, you have a right to your records. If you choose to see a new clinician within or outside of our practice, we can release your records upon signing a release of information. 

We understand that these situations can be unpleasant and inconvenient, but we will do everything we can to make it as seamless as possible, and ensure continuity of care should you remain within the clinic.

Yes, a number of our Mental Health Clinicians consult with clients who hold a Veteran Gold Card or Veteran White Card. Please check with us prior to your consultation or receiving treatment that we can assist in making the necessary arrangements and to ensure that DVA will pay for the costs of your services. DVA generally pay for services listed on the Medicare Benefits Schedule (MBS) or the DVA Fee Schedules. Many of our novel treatments for treatment-resistant depression are covered by DVA.  Click here to read more about DVA’s policy on reimbursing privately incurred medical expenses.

The State Insurance Regulatory Authority (SIRA) is the NSW Government agency responsible for regulating the NSW workers compensation system. A number of our clinicians are accredited to provide services and treatment (general practice, mental health and exercise physiology) to workers in the NSW workers compensation scheme.  Many of our novel treatments for treatment-resistant depression are covered under a workers compensation claim. Please contact reception prior to your consultation or receiving treatment that we can assist in making the necessary arrangements and to ensure that your services will be covered by your insurer.  Broadly speaking there are three types of insurers in the NSW workers compensation system: iCare; self-insurers; and specialised insurers. iCare is a NSW Government agency that provides insurance and care services to statutory authorities and to people with injuries under various compensation schemes. AwareHub can process iCare claims directly; click here to read more about The NSW workers compensation system | icare.