Common Questions
Plain answers about starting, sessions, fees, privacy, and what MindMetta does and does not provide. If your question is not here, call or text 0401 575 345.
Getting Started
Do I need a referral?
No. You don't need a GP referral to see a counsellor. If your GP or another professional would like to refer you, they are welcome to.
What happens on the free 15-minute call?
It is not a session, and there is no obligation.
How do you match me with a counsellor?
At MindMetta, we recognise that counsellors have different areas of expertise, therapeutic approaches, and client focus.
Rather than assuming one counsellor is the right fit for everyone, we aim to thoughtfully match you with a counsellor whose experience, approach, and background best support your needs.
When you enquire, you are welcome to share a brief description of what you are seeking support for, as well as any preferences such as language or availability. Our team will guide you through the next steps.
Can I choose my counsellor?
Yes. Tell us on your free call who you would like to see. If you're not sure, we will suggest someone based on what you are looking for, your language and whether you prefer in person or online.
What happens in the first session?
Your counsellor will ask what brings you, a little about your background, and what you hope will change. You choose what to share and how fast.
Do I need a clear problem before I start?
You do not need to have a clearly defined problem to begin therapy. Sessions can start from where you are now.
You do not need to be in crisis to benefit from couple counselling.
Does getting in touch commit me to ongoing counselling?
Reaching out does not commit you to ongoing therapy—it is an opportunity to explore whether this support is right for you.
Sessions, Fees and Rebates
How long is a session, and how many will I need?
Session length, frequency and fees vary by counsellor and by what you are coming for; we confirm these with you before you book. Your counsellor will discuss this with you as you go.
How much does counselling cost?
Fees vary by counsellor and appointment time. We confirm your fee during the free 15-minute call.
When do I pay?
Payment is due at the time of your session.
What if I need to cancel or reschedule?
Please give at least 24 hours' notice by calling (you can leave a message after hours) or texting 0401 575 345. Less notice, or not attending, is charged the full fee. This includes reduced and compassionate rates.
Repeated late cancellations or missed appointments may impact ongoing booking arrangements.
What if I'm late?
The session still ends at the scheduled time, and the full fee applies.
Can I claim a private health rebate?
Most private health funds are supported; rebates depend on your fund and your counsellor's registration. Ask us during your free consultation.
Can I use Medicare or a Mental Health Care Plan?
No. Our sessions aren't covered by Medicare, including under a GP Mental Health Care Plan. If you have private health insurance with extras cover, you may be able to claim a rebate. Check with your fund, including whether couples and family sessions are covered.
Do you work with NDIS participants?
MindMetta is not currently a registered NDIS provider.
Self-managed NDIS participants are welcome.
Can I get a reduced fee?
Compassionate rates are not automatic and require an application and professional assessment.
How do I apply for Compassionate Care?
To enquire about eligibility or request an application, please contact us via email.
Email: mindmetta.au@gmail.com
Applications are not taken through the website enquiry form or by phone.
Languages and Places
What language will sessions be in?
Our therapists offer services in English, Mandarin, Vietnamese, Thai, Russian and Italian, supporting clients to access care in a language that feels safe and familiar.
Let us know your preference when you enquire.
Can couples and families mix two languages in one session?
Yes. Couples and families can mix English and their counsellor's other language in the same session.
Where do you see people in person?
- Box Hill: Level 4, 830 Whitehorse Road, Box Hill 3128
- Balwyn North: 1 Almond Street, Balwyn North 3140
- East Melbourne: Level 2, 182-184 Victoria Parade, East Melbourne 3002
Your counsellor will confirm which location they offer.
Do you offer evening or weekend sessions?
Mon - Fri: 9am - 6 pm
After hours & Weekends: by appointment
Ask us when you enquire.
What do I need for an online session?
Online sessions are by video. Phone sessions are also possible.
Couples and Pre-Marriage
What if my partner doesn't want to come?
You can start on your own. Individual counselling can help you understand your part in the pattern and decide what you want. Some partners join later.
Will the counsellor keep secrets between us?
In couples counselling, something one partner shares on their own may be shared with the other partner, at the counsellor's discretion. Your counsellor will explain this at the start.
Is it safe to come if there is violence at home?
If you feel unsafe with your partner, joint sessions may not be the right place to start. Tell us when you enquire and we will talk through safer options.
In an emergency, call 000. For family violence support at any time, call the Women’s Domestic Violence Crisis Service on 1800 015 188 or 1800RESPECT on 1800 737 732.
What should we include when we enquire about couples counselling?
When you reach out, please include:
- That the enquiry is for Couple Counselling
- A brief description of your concerns or goals
- Any preferences regarding therapist or availability
We aren't having problems. Is pre-marriage counselling still worth it?
Yes. Pre-marriage counselling is for couples who are doing well and want to keep it that way. Money or in-laws are easier to talk about before they become a sore point.
Our families have different expectations. Can you help with that?
Yes. This is common, especially when families come from different cultures. You can talk about the wedding, roles, where you will live and how involved parents will be, and work out what the two of you want.
How is pre-marriage counselling different from couples counselling?
It uses the same skills but looks ahead, rather than starting from a problem. If something bigger comes up, your counsellor can talk with you about couples counselling.
Families
Does everyone in the family have to come?
No. Some families start with one or two people and invite others later. If someone isn't ready to come, the rest of you can still begin.
Family therapy sessions may involve: the whole family, or selected family members, depending on the situation
Privacy and Confidentiality
Is what I say kept private?
We prioritize your privacy and ensure that all sessions are confidential, creating a safe space where you can express yourself freely without judgment.
We don't share what you tell us without your consent, except where someone's safety is at risk or the law requires it. Counsellors may discuss their work with a clinical supervisor.
Do counsellors discuss their work with anyone?
To keep the quality of care high, counsellors may discuss their work with a clinical supervisor, without identifying you where possible.
How long do you keep records?
We store records securely and keep them for at least 7 years after your last contact with us. For a client under 18, we keep them until they turn 25.
What MindMetta Does and Does Not Provide
What does MindMetta provide?
- Counselling & Psychotherapy
- Programs & Wellbeing Supports (Non-Clinical)
- Coaching Services
Each service type is offered independently and matched according to suitability.
What does MindMetta not provide?
MindMetta does not provide:
- Crisis intervention or emergency mental health services
- Psychiatric assessment or diagnosis
- After-hours or on-call crisis support
- Acute risk management or hospital-based services
If you are experiencing immediate risk to yourself or others, please contact emergency services or an appropriate crisis support service.
What if I need help urgently?
MindMetta is not a crisis service. If you or someone else is in danger, call 000.
For emergencies or after-hours assistance, please contact:
- Emergency 000
- Lifeline 13 11 14
- Area Mental Health Services Triage health.vic.gov.au/mental-health-services
- Suicide Call Back 1300 659 467
- Beyondblue 1300 224 636
- Mensline 1300 789 978
- Parentline 13 22 89
- Women’s Domestic Violence Crisis Service 1800 015 188
- 1800RESPECT 1800 737 732
What happens if my needs are outside your scope?
If a client’s needs fall outside what we can safely or appropriately provide, we will discuss suitable referral options with care and transparency.
Can counselling feel harder before it helps?
Talking about difficult things can feel heavier at first. You set the pace, and you can tell your counsellor at any time if something is not working for you.
If a client’s needs fall outside what we can safely or appropriately provide, we will discuss suitable referral options with care and transparency.
Coaching and Programs
How is life coaching different from counselling?
Counselling and life coaching can both support meaningful change, but they have different purposes.
Counselling generally focuses on emotional wellbeing, relationship difficulties, psychological distress, trauma and mental health concerns.
Life coaching focuses more strongly on growth, performance, decision-making and future direction.
Life coaching:
- Is present- and future-focused
- Works with goals, values and action plans
- Supports personal and professional development
- Encourages accountability and practical action
- Does not diagnose or treat mental health conditions
- Is not a substitute for counselling or psychotherapy
If significant emotional distress, trauma, anxiety, depression or other mental health concerns arise, counselling or another appropriate health service may be recommended.
Are your programs, workshops, retreats and collaborations counselling?
Programs at MindMetta
- are not therapeutic services or clinical services
- Do not involve diagnosis, treatment, or therapeutic intervention
All clinical services remain independent and are delivered solely through MindMetta’s counselling and psychotherapy practice.
Are music therapy and speech pathology part of MindMetta’s counselling?
MindMetta also collaborates with practitioners who provide program-based therapeutic supports. These services are offered separately from counselling and psychotherapy and do not involve mental health diagnosis or treatment.
Program-based and NDIS-funded supports are not provided by MindMetta as an organisation. Where applicable, such services are delivered independently by individual practitioners under separate agreements.
For GPs and Professionals
How do referrals work?
Referrals can be made via email or through our website enquiry form. Please include:
- Client’s presenting concerns
- Any relevant background information
- Language preferences (if applicable)
- Urgency or timing considerations
Will you communicate with my GP or referrer?
With client consent, we are open to collaborative communication with referrers where appropriate.
Not Sure Where to Start?
Tell us a little about what is happening. We can help you explore which service and therapist may suit your needs.