Closeup of Succulent Plants

Frequently Asked Questions



How do I know who will be the best clinician for me?

At The Glow Centre, all of our clinicians share a passion for helping people find their glow. We all work with common issues such as anxiety, depression and stress. In addition, each of our clinicians has their own areas of special interest, training and experience. Our Client Relations Team members are trained to match you with the clinician best suited for you, based on your age, availability, and the specific issues you are struggling with. If your doctor has recommended that you see a particular clinician who is not available to take new clients, our Client Relations Team will assist in matching you with a clinician who has similar experience in the issue you are needing help with. To find out who would best suit you, please give us a call. You can also read more about each of our clinicians on our Meet Our Team page and make your choice before you contact us

What is a Mental Health Social Worker?

Accredited Mental Health Social Workers (AMHSWs) have extensive postgraduate training and experience in the field of mental health. AMHSWs meet some of the highest standards of professional regulation in Australia. The advanced training that is required to become an AMHSW and provides them with the skills for working with people with very complex presentations and comorbidities. AMHSWs are one of the few designated allied health professional groups eligible to provide private mental health services to people with diagnosable mental health conditions or people ‘at risk’ of developing mental health conditions under the Commonwealth Medicare initiative. And above all, mental health social workers are passionate about empowering individuals with mental illness to lead fulfilling, independent lives!

How soon can I get an appointment?

Our books are currently closed. Please see our Resources page for other mental health resources to seek out a therapist. We will regularly review our availability and remove the notice on our home page when we reopen our books, so please check back regularly, if you haven’t been able to find another service in the meantime.


When our books are open, each clinician has different wait times, depending on their case load and commitments. At times, we receive quite a large number of referrals to our practice and often this can create longer than usual wait times. We operate a waitlist for new clients, which is monitored regularly. When an appointment becomes available, clients on the waitlist will be contacted with an offer of appointment.

Persons in emergency crisis or at risk to themselves should present to the Emergency Department of their local hospital or consult their medical practitioner. The Glow Centre does not offer emergency support or crisis counselling.

How long is my appointment?

Sessions are between 50-60 minutes

Our clinicians may dedicate additional time following the initial session for treatment planning (including collaboration with other practitioners/specialists where appropriate).

Do you open after hours?

Selected clinicians have appointments in the late afternoon during the week and on Saturdays, subject to availability.

Do your clinicians see children?

Some of our clinicians see young people from the age of 13, see team member's pages for further information.

Can I make an appointment for someone else?

Parents of people under the age of 16 can make appointments for their child. Anyone over this age are asked to contact us directly to make the appointment. The act of making a booking is a very important first step for the client and, in most cases, this ensures that the client is ready to begin their therapy journey.

Do you accept NDIS participants?

We accept NDIS participants who are plan and self managed.

Billing for NDIS clients is as follows: Plan managed clients - we will email the invoice for your session direct to your plan manager for payment. Self managed clients: client pays on day of consultation and is reimbursed from NDIS.

How often will I need to attend?

Assessment and therapy services are tailored to each individual’s needs. The optimal frequency of sessions will be discussed with you at your initial appointment with your clinician.

How many sessions will I need?

We provide an individualised service to all clients thus the number of therapy sessions will vary according to your needs. This will be discussed with you at your first session with your clinician.

What should I do to prepare for my first session?

Making an initial appointment to see a therapist, whether it’s your first time or your tenth, takes courage, so the first thing to do is give yourself credit for taking this important step. A few more things you can do to prepare for your first session include:

  • Block out time before and after your session. Taking some time to reflect and focus before your session will help you get into a reflective space and get the most out of your session. Big emotions might be evoked during your session, so having time to calm down and recalibrate after your session, before going back to work/school/family life, is also important.
  • Think about what you want to achieve. Perhaps write down your reasons for seeking help. Bring them along to your session.
  • Don’t be afraid to ask questions. Your first session will probably involve your clinician asking lots of questions of you. It is equally important that you ask questions of us, to ensure you feel comfortable and confident going forward.
  • Make sure you complete the intake that will be emailed to you at the time of booking your appointment. Our clinicians like to have a bit of background prior to your first session. Having the intake returned prior to your session also means less time filling paperwork in when you arrive, and more time getting into the issues that have brought you to us.

What if I can't make it to my appointment?

We require 48 hours’ notice to reschedule or cancel a session without incurring any extra fees. This policy is in place to allow us to offer the allocated time to another client who may be on a cancellation or waiting list for an appointment.

See our full cancellation policy HERE

Do you offer couples counselling?

No, we do not offer couples counselling.


Referrals and rebates

Do I need a referral to see someone?

You do not require a referral to make an appointment, however, you are unable to claim Medicare rebates for your sessions without a referral. Private health insurance rebates may be available without a referral. Please check with your private health insurance provider before your appointment.​

Who can provide a referral?

An eligible health professional (General Practitioner (GP), paediatrician or psychiatrist) can provide a referral. Your health professional must assess you as having a mental disorder in order for you to be referred under the Better Access initiative.

We recommend that you book a long appointment with your doctor so that they may determine that you are eligible.​

See our page regarding the referral process here

How many rebates can I claim?

Clients may be eligible for up to 10 Medicare rebates on individual and group therapy, with an additional 10 Medicare rebates on individual therapy under the COVID19 Better Access scheme until 30 June 2022.

See our Fees page for more information regarding rebates

Are private health rebates available?

Individuals and families with private health cover may be able to claim rebates for psychology and social work. Please consult your private health fund for more details, as yearly limits and eligibility vary with funds and levels of cover.

To claim your sessions at The Glow Centre on your private health, we will provide you with a receipt for payment which you can submit to your health fund.

What issues can be treated under a Medicare referral?

The Better Access initiative includes Psychological Therapy services provided by eligible clinical psychologists, and Focussed Psychological Strategies (FPS) services provided by eligible General Practitioners (GPs), registered psychologists, social workers and occupational therapists for the following issues:

  • Alcohol Use Disorder
  • Anxiety disorders
  • Adjustment Disorder
  • Attention-Deficit Disorder
  • Bereavement disorders
  • Bipolar disorders
  • Conduct Disorder
  • Co-occurring anxiety and depression
  • Depression
  • Drug Use Disorder
  • Eating disorders
  • Obsessive-Compulsive Disorder (OCD)
  • Panic Disorder
  • Phobic disorders
  • Posttraumatic Stress Disorder (PTSD)
  • Psychotic disorders
  • Schizophrenia
  • Sexual disorders
  • Sleep problems

How do Medicare rebates work?

You will be asked to pay your full session fee on the day of your appointment.

If you have a valid referral (see information above), you may be eligible for a Medicare rebate of a portion of the session fee (the rebate amount is set by Medicare).

Once you have paid your session fee, our Client Relations staff can process your claim direct to Medicare. Medicare will process your claim and rebate the funds to your bank account.

Who sets the rebate amount?

The Medicare Benefits Schedule (the MBS) is a list of the medical services for which the Australian Government will pay a Medicare rebate, to provide patients with financial assistance towards the costs of their medical services.

Medicare rebates do not, and were never intended to, cover the full cost of medical services. The Government sets a Medicare Schedule Fee to determine the amount of the rebate that patients receive from the Government.

Medicare rebates are paid as a percentage of the Medicare Schedule Fee (85% for allied health services). Unfortunately, since Medicare began 40 years ago, Government indexation of Medicare Schedule Fees have not kept pace with real increases in practice costs. This is why clients will find there is a difference between the fee their therapist charges and their Medicare rebate. These are commonly called ‘out-of-pocket costs’, because the client must make up the difference out of their own pocket.

For example, Medicare recommended fee for individual session with a psychologist is $103.80, to which the client will receive a rebate benefit of 85% ($88.25). Unfortunately, this fee is not in line with current Australian Psychological Association (APS) guidelines.

The 2021-2022 APS Recommended Schedule of fees has set the standard 46 to 60 minute consultation fee at $267.

Do you bulk bill?

As we are a private (not publicly funded) practice, we do not bulk bill. Payment is required at the time of individual session, group payment is to be made prior to the module commencement.

To reduce your out of pocket costs, Medicare rebates may apply for eligible clients, see your doctor if you think you may be eligible for a referral and mental health care plan.

Can I claim Medicare rebate and private health rebate for same session?

No, you are unable to claim both rebates.

Do you accept clients under Workcover?

No we do not accept clients under Workcover.



How do I change my appointment to telehealth?

Contact us by phone or email to request the change in appointment. We will make the necessary adjustments and you willl receive an email with the link to join your therapist.

Do I need to download a program?

No. We conduct telehealth sessions via the practice management software we use called Halaxy.

What should I do to prepare for my telehealth session?

Ensure good internet connection.

Ensure camera and microphone are on and working.

Headphones are a good option for privacy.

Find a quiet space to conduct your session.

Enable any do not disturb functions on your phone, tablet etc whilst you are in session.

Is my session secure and private?

Each appointment has a unique link. Your session is private and secure, the audio and video never actually passes through Halaxy servers, so Halaxy cannot access your audio and video, and at no stage is your data recorded.

How do I connect to my clinician?

Please be online 5 minutes prior to your appointment start time, in order to be ready to connect. Click the link or paste into your browser. Click JOIN and you will be connected with your clinician.

What device can I use for my telehealth session?

We recommend a computer, laptop or tablet.

Mobile phones can also be used.

Can I get a Medicare rebate for my telehealth session?

If you already have a valid referral and Mental Health Care Plan, you will be able to receive a Medicare rebate on telehealth sessions. Prior to COVID-19, telehealth session rebates were only applicable to people living in remote areas however, due to the global pandemic these rules have been temporarily adjusted.

If you do not have a valid referral, we will still have the ability to conduct online appointments upon request, however you will not be able to claim a Medicare rebate.

I'm not sure that telehealth is for me

We understand the thought of having your session online can seem strange. We would encourage you to give it a try, so that you don't have to miss out on your scheduled session. Telehealth therapy is suitable for most clients with most problems. If your treatment is not suitable for telehealth therapy, your clinician will discuss this with you.

What are the uses for telehealth?

Given the current COVID-19 pandemic, there are times when we may be in lockdown and unable to offer face-to-face sessions at our practice. We know that lockdowns can effect our mental health and during such times, your therapy is still a priority to ensure that you are continuing on a path to good mental health.