FAQs

How are sessions delivered?

Sessions may be delivered by:

• Phone

• Video Conference (Teams, Zoom, Skype, or you may submit a request for another platform to be considered)

• In-Person

Where are in-person sessions held?

Our in-person sessions are held by APPOINTMENT ONLY at Laurimar Wellbeing Hub - 136 Schotters Road, Mernda, Victoria. This is NOT a drop-in service and may only be attended if an appointment is made prior.

How long are the sessions?

A free get-to-know-you session is available for both Counselling (including NDIS Counselling) and Life Coaching. These sessions go for 20 minutes.

All PAID sessions for both Counselling and Life Coaching are 50 minutes long.

How do I book a session?

Please complete the online Booking Form or speak directly with your FSW therapist if you are already seeing one.

Can I get a refund if I have connectivity issues during my session?

If you experience significant technical issues during your session, your therapist or coach may suggest alternate devices or methods (such as moving to phone call if you are doing video conferencing, or vice versa). If, after trying these things, you are unable to effectively have a coaching or therapy session, please contact us. Your therapist or coach will also make a note on your file that the session was interrupted and unable to continue due to connectivity issues.

How will I communicate with my therapist or life coach?

Your therapist or life coach will share with you how and when they will be available to be contacted outside sessions to assist in session planning, confirming appointment details, sharing documents or anything else as appropriate and necessary.

How do I cancel or reschedule a session?

You can cancel or reschedule a session via the links in your appointment confirmation email or by emailing your therapist or coach directly. Alternatively, you may also email our Admin Team at admin@fivesparrowswellbeing.com. Please make sure you read the Cancellation Policy before cancelling your session.

What is the Cancellation Policy?

Our Cancellation Policy requires 24 hours notice before the appointment to get a full refund. Alternatively, you may wish to simply reschedule.

If you cancel within 24 hours of your appointment or are a no-show, there may be a fee payable.

What happens once I've booked my session?

You will receive a confirmation email with the details of your appointment. You will receive another email reminder 24 hours before your appointment.

If this is your first session, you will receive the Therapy Agreement Form to sign and the Confidential Basic Information Form to complete prior to your session. If you cannot complete it before your session, or prefer a hard copy, please do not worry. Let your therapist know and they will go through it with you in your first session. You will receive a confirmation email with available time slots for you to choose from. Simply reply to that email with your preferred time.

Do you run sessions for under 18's?

Yes, we have coaches and therapists who have Working With Children's Checks and several years' experience with children and youth. If you are under 16, we do require parental consent.

Are your Therapists registered?

Yes! All our therapists are registered and belong to a national regulatory body such as ACA.

Client Confidentiality

All sessions are confidential. No information will be shared with others unless there is risk of harm to yourself or others, or it is otherwise required by law, such as a subpoena.

Are my sessions recorded?

No, none of our coaching or therapy sessions are recorded for your privacy.

I still have questions - who do I ask?

If you have more questions or concerns, please do not hesitate to:

• Ask your therapist either in a session or directly via email

• Email us at admin@fivesparrowswellbeing.com

• Complete our Contact Us form