FAQ
Practitioners and administrative staff comply with the Privacy Act 1988 and Australian Privacy Principles. We follow strict standards regarding the collection, storage and disclosure of personal health information. In rare situations where there is a serious risk of harm or where required by law, confidentiality may need to be limited as part of our duty of care.
To book an appointment, please call 1300 0 AWARE (1300029273) or email reception@awarehub.com.au to check availability. If you have a GP referral or Mental Health Care Plan, please include a copy when contacting us.
Please contact reception as soon as possible by phone or email. A 48-hour cancellation policy applies to all appointments. Late cancellations or non-attendance may result in the full consultation fee being charged.
Yes, you may bring a support person if appropriate. In some situations, your clinician may recommend that part of the appointment occur privately.
AwareHub is not an emergency or crisis mental health service. If you require urgent assistance, please call 000, Lifeline (13 11 14), the Mental Health Line (1800 011 511), or attend your nearest emergency department.
All communication should be directed through reception@awarehub.com.au. Clinicians’ personal contact details are not provided. Please allow up to 72 hours for a response after your clinician returns to work.
Email reception to request a Consent to Release Information Form. Once signed, we can request records on your behalf. Please allow up to 14 days for processing.
Email reception with the medication name, strength and dosage. If you have not seen your clinician within 6 months, a review appointment may be required. Script fees may apply.
Administrative requests outside appointments may attract a fee determined by your clinician. Medicare rebates do not apply. Please allow up to 7 days for processing.
You will be informed and supported in arranging ongoing care, either with another clinician at AwareHub or an external provider, depending on your preference and clinical needs.
Most clinicians at AwareHub do not consult under DVA or workers’ compensation arrangements. However, some of our treatment programs, including Transcranial Magnetic Stimulation (TMS) and esketamine therapy, may be available to eligible DVA and workers’ compensation clients where appropriate approvals are in place.
AwareHub can bill directly for certain schemes, including iCare (NSW workers’ compensation) and WorkCover Queensland, with approval in place. For other insurers, clients are generally responsible for payment of consultation fees and may seek reimbursement directly from their insurer where applicable.
Please contact reception prior to booking so we can confirm eligibility, required approvals and billing arrangements.
