Oakwise Therapy - Terms and Conditions
Welcome to Oakwise Therapy, an online counselling practice based in Sydney, Australia, providing individual, couples, and family counselling services. Oakwise Therapy is committed to providing you with the highest levels of confidentiality and professional care. This includes protecting your privacy. We are bound by the Privacy Act 1988 and the Australian Privacy Principles, which govern the protection of your personal information. Our dedicated psychologist is Zohreh Mokhtari, and we operate in compliance with the regulations, ethical standards, and laws established by the Psychology Board of Australia and the Australian Health Practitioner Regulation Agency (AHPRA).

Consent Process:

Consent is an ongoing process. You may withdraw your consent at any time, and we will explain any implications for your care, which may include the discontinuation of services or any impact on Medicare rebate eligibility. Consent will be reviewed every 12 months, and whenever there are significant changes to your treatment. Choosing to withdraw consent may affect the continuity of your care and could increase the risk of symptom relapse. If any risks are identified, we will work with you to develop a safety plan and discuss options for ongoing support.

Psychological Services:

As part of the psychological services provided, your psychologist will need to collect and record personal information relevant to your current situation. This is a necessary part of the assessment and treatment process. Psychological services can help improve coping skills, emotional wellbeing, and problem-solving abilities. However, you may experience emotional discomfort during sessions, or a temporary increase in distress when discussing difficult topics. We will work with you to manage these risks and support your wellbeing throughout the process.

Cultural Safety and Accessibility

We are committed to culturally safe and inclusive practice. Please let us know if you have any cultural or accessibility needs.

Telehealth Services:

All Oakwise Therapy sessions are delivered via telehealth (video conference). By engaging in these services, you consent to this mode of delivery and understand: Telehealth sessions are subject to the same confidentiality and privacy standards as in-person sessions. There may be limitations, such as technical issues or a reduced ability to observe non-verbal cues. You are responsible for ensuring a private and secure environment during your session, and that you are located somewhere online counselling is legally permitted. We will provide guidance on using our telehealth platform securely and discuss any concerns you may have before starting.

Access:

You may access material recorded in your file, upon request, subject to applicable privacy law exceptions. Where practicable, access will be granted during a regular consultation so your psychologist can go through the contents with you and address any concerns. Access to your file at any other time may incur a charge at the standard consultation rate.

Confidentiality

All personal information gathered during the provision of psychological services will remain confidential and secure, except when: There is a serious and imminent threat to an individual's life, health, or safety, or to public health or safety; or Failure to disclose the information would place you or another person at risk of serious harm; or Disclosure is required by law (for example, mandatory reporting or a court subpoena); or Your prior approval has been obtained to provide a written report to another professional, or to discuss the material with a nominated person. If you have been referred by your General Practitioner (GP) under a Mental Health Care Plan, your psychologist is required to provide written and/or verbal feedback to your GP to enable you to receive Medicare rebates under the Better Access Scheme. This information becomes part of your health record and may be accessed by other health professionals involved in your care; once shared, it cannot be removed. Your psychologist will only share information that is relevant and necessary, in accordance with privacy laws and professional standards.

Peer Consultation and Supervision

To maintain professional standards and quality of care, your psychologist may discuss aspects of your case in a de-identified manner during clinical supervision or peer consultation. Your personal details will not be disclosed, and these discussions occur within professional, confidential settings. Please let us know if you have any concerns about this process.

STORAGE OF INFORMATION

Your information will remain confidential, private, and securely stored, and will be securely disposed of a minimum of seven years after the date of your last session, or, if you were a minor at the time of treatment, until you reach the age of 25 — whichever is later.​

Data Collection and Use of Artificial Intelligence

Oakwise Therapy uses Artificial Intelligence (AI) assistive technology for note-taking purposes, to accurately and efficiently capture the details of your session. Your consent is required for this. Only information necessary for accurate clinical records is captured, your data is not used for any secondary purpose, and it is processed and stored in accordance with Australia's privacy laws. AI-generated notes are reviewed by your psychologist before being stored in your client file and are automatically deleted within 24 hours of the session.​

Payment and Fees:

Session fees are payable by invoice via bank transfer. Payment is due within 24 hours of your session unless otherwise agreed. If you are accessing services under a Mental Health Care Plan and have provided your Medicare details, we will process your rebate on your behalf where possible, or you may lodge your own claim via the Express Plus Medicare app or online.

Cancellation Policy:

A minimum of 24 hours' notice is required to cancel or reschedule an appointment. Failure to provide sufficient notice, or missing a scheduled session, will result in the full session fee being charged. Exceptions may be considered in cases of unexpected emergencies, discussed with Zohreh on a case-by-case basis.

Complaints and Concerns:

We are committed to providing high-quality, ethical, and culturally safe psychological services. If you have any concerns or are dissatisfied with any aspect of your care, please discuss this with Zohreh directly in the first instance, either by phone or in writing. You also have the right to contact AHPRA if your concerns are not resolved.

APS Charter for Clients of Psychologists:

Oakwise Therapy adheres to the Australian Psychological Society (APS) Charter for Clients of Psychologists, which outlines your rights when receiving psychological services. You can view the APS Charter on the APS website.

Governing Law:

These terms and conditions are governed by the laws of Australia. Any legal disputes arising from the counselling services provided by Oakwise Therapy will be subject to the jurisdiction of the Australian legal system.

LIABILITY WAIVER

Under no circumstances will Oakwise Therapy or any of its employees or affiliates be liable for any damages — whether direct, special, or consequential — that result from the use of, or the inability to use, the counselling services provided. Clients understand and agree that they are fully responsible for their own well-being during their therapy/counselling sessions, and subsequently, including their choices and decisions.

Changes to Terms and Conditions:

Oakwise Therapy reserves the right to modify these terms and conditions at any time. Clients will be notified of any changes, and continued engagement with our services implies acceptance of the revised terms.

By engaging in online counselling services with Oakwise Therapy, you acknowledge that you have read, understood, and agreed to abide by these terms and conditions. These terms and conditions were last updated on September 2026.

CONSENT

By choosing to engage in therapy and counselling with Oakwise Therapy, you are confirming that you understand, agree and consent to the following: It is your choice to participate and you can stop counselling/therapy/services at any time;

Any information collected about you will be kept under the Privacy Act 1988; All material will be treated with respect for your rights to privacy and confidentiality; Zohreh Mokhtari of Oakwise Therapy will maintain secure electronic records about the services provided;

Counselling is collaborative. Zohreh, of Oakwise Therapy, is not liable if you do not see results in a specified amount of time. As with any personal development-related service that you purchase, your results may vary and will be based on many variables, so therefore guarantees cannot be made.

Zohreh is an accredited psychotherapist and counsellor in Australia, and the governing law and exclusive jurisdiction for all products and services in Australia. Zohreh Mokhtari of Oakwise Therapy is not a medical doctor, and as such, if you have medical concerns, please see a medical professional.

You will not record any part of a session without written permission from Zohreh of Oakwise Therapy.

You will provide 24 hours' notice of cancellations or pay the cancellation fee if sufficient notice has not been provided.

Client's Agreement:

By signing below or engaging in online counselling services with Oakwise Therapy, I confirm that I have read, understood, and agree to abide by the terms and conditions and the contents of this consent form. I acknowledge that I have the right to ask questions and seek clarification about any aspect of the counselling process.