At Urban Oasis Psychology, we are committed to creating a safe, inclusive, and supportive environment for all clients, clinicians, and staff. Our Client Code of Conduct outlines the expectations we hold for anyone accessing our services to ensure respectful, ethical, and collaborative care.

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By engaging with our practice, you agree to the following:

• Treat all clinicians, administrative staff, and other clients with courtesy, dignity, and respect—whether in person, online, or via phone or email.

• Abusive, aggressive, or discriminatory behaviour (including threats, shouting, harassment, or slurs) will not be tolerated and may result in discontinued services.

• Respect the physical and emotional boundaries of others within our practice.

• Attend sessions with openness and a willingness to engage in the therapeutic process.

• If you’re feeling hesitant or unsure about therapy, we welcome you to share this with your clinician. Therapy is a collaborative process, and it’s okay to not have it all figured out.

• For couples counselling, respectful communication during sessions is essential. If conflict becomes unmanageable in session, your psychologist may pause or reschedule the session for safety and therapeutic benefit.

• Attend telehealth sessions in a private, quiet space where you feel comfortable to speak openly.

• Ensure you have a stable internet connection and that your device is charged or plugged in.

• Be punctual and prepared, just as you would for an in-person session.

• Session fees are payable at the time of your appointment unless prior arrangements have been made.

• If you are accessing services via a Mental Health Care Plan (MHCP) or third-party referral (e.g., EAP), you are still responsible for any gap payments or unpaid balances.

• Non-payment of fees without communication may impact your access to ongoing services.

• Your personal information and session content are handled in accordance with Australian privacy law and our practice privacy policy.

• We are committed to your confidentiality, except where required by law (e.g., risk of harm to self or others, court order, or mandatory reporting obligations).

• You are encouraged to ask questions if you have concerns about privacy, record-keeping, or the limits of confidentiality.

• Requests for assessments (including ADHD, Autism, forensic, or court-related) are considered on a case-by-case basis and require informed consent and clarity of intended use.

• Reports will only be provided where clinically appropriate, and fees apply. Your psychologist can guide you through this process during your initial consultation.

Urban Oasis Psychology is not an emergency or crisis service. If you are in immediate danger or need urgent mental health support, please contact 000 or a crisis service such as:

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• Emergency Services: 000

• Lifeline: 13 11 14

• Beyond Blue: 1300 22 4636

• Suicide Call Back Service: 1300 659 467

• Nurse On Call: 1300 60 60 24

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We are here to support you in a way that is ethical, respectful, and grounded in best practice. By agreeing to this Client Code of Conduct, you help us maintain a space where both you and others can engage meaningfully in their mental health journey.

• We ask that you provide at least 48 hours’ notice to cancel or reschedule your appointment. Late cancellations and no-shows may incur a fee, as outlined in our cancellation policy.

• Consistent attendance supports therapeutic progress. If ongoing cancellations occur, your psychologist may discuss suitability of continued care.

• Please arrive on time. Sessions cannot be extended if you arrive late.