Please read Make the Change’s Terms and Conditions and Privacy Policy. These documents provide greater detail than what is given here.

What to expect from Make the Change

• To be provided with a professional service.
• To be treated with courtesy and respect.
• To be able to cease counselling at any time.
• To feel free to ask any questions you have about the counselling process.
• Each session will last 50 minutes (unless you are using the problem page) and will begin and end on time.

What I expect from you the client

• Advanced notice if a session is to be cancelled.
• Sessions will begin and end at times agreed beforehand.
• For you to attend promptly and in a respectful manner.
• For you to provide me honest information as I request it.
• To not be under the influence of drugs or alcohol.

Preparation for your comfort

• Imagine you really are attending a counsellor’s office.
• Avoid interruptions.
• Have a drink or a snack if you want it.
• Be as comfortable as possible: think about your clothes, lighting, seating and so forth.
• Ensure you are available for the whole session.

How many sessions will I need?

As many as you need to help you work through your problems. However, your progress will be monitored to ensure best service.

How much will it cost me?

$50AUD per session, or $180AUD for four sessions.

How do I pay for sessions?

I have set up PayPal on my website, enabling you to carry out a secure credit card payment. You will automatically be taken to PayPal to make a payment.

Will our sessions be confidential?

Yes they will be. However, there are some specific limitations that you need to be aware of. These can be found in thePrivacy Policy.

How secure is it?

You must register and log in to receive online counselling. SSL is used to protect the security of the information passing between the server and your browser. All data is stored securely on the server and is only accessible to the counsellor. No personal information is stored with counselling records. Userplane does not have access to any of your personal details.

How do I book a session?

A step by step guide has been provided for how to book and use text, voice and video counselling. The problem page works differently, although an easy guide is also provided.

How do I choose the format I want to use?

The problem page is separate to text, voice and video counselling. If you choose this format, you will choose to ‘create page’ when you are logged in on your ‘my home' screen. See accessing the problem page for more details.

You will decide whether to use text, voice or video at the start of each session, once you are connected to webchat. Read the easy guide to text, voice and video counselling to learn more.

What happens if I cannot access the internet at the time of my session?

Please contact me as soon as possible (help@makethechange.com.au) if you are unable to connect to the internet. We will reschedule your appointment, without penalty to you. This is a goodwill policy and is subject to fair use. You will not receive a refund if I do not hear from you. It is your responsibility to contact me if you have problems. You may want to note my telephone number 0403 996 190 in case you need to contact me in this way.

If you continue to have connection difficulties you may benefit from using the problem page to receive counselling.

What happens if Make the Change has technical problems?

Make the Change will do its best to contact you if technical problems should arise. It is therefore advisable to give a preferred form of contact. Another session will be scheduled as soon as is permissible to do so.

What happens if there are connection problems during the session?

I will ensure that the session is available for the whole 50 minutes, so you can come back in at any time. I will not be able to extend the session. If you are unable to reconnect, due to the low cost of counselling you will not receive a refund. If the connection is a problem at this end, another appointment will be rescheduled as soon as possible, without cost to you.

What if I want to cancel a session?

Please email me (help@makethechange.com.au) as soon as possible if you decide to cancel a session. Please be aware of my refunds policy with regards to cancellations. To receive any refund you must let me know at least two hours before the session is scheduled. If you want to book another session you must use the online diary.

Any other questions?

Feel free to contact me at help@makethechange.com.au