Client Consent & Policy

Our Commitment to You

We acknowledge the Traditional Custodians, the Larrakia people, of the lands on which we live and work, and we are committed to providing culturally safe and responsive care for Aboriginal and Torres Strait Islander peoples. Our clinicians follow the professional codes and standards of their governing bodies, including social work, dietetics, psychology, occupational therapy and nursing. This ensures care that is ethical, culturally safe, and accountable.

At The Flourish Collective, we believe that care works best when it is collaborative, transparent, and affirming. Our team comprising Social Workers, Occupational Therapists, Psychologists, Dietitians, and Mental Health Nurses work together to support your wellbeing through a trauma-informed, strengths-based, affirming approach.

Consent is an ongoing conversation. You are always welcome to ask questions, review, or update your consent at any stage of your care. You can update your consent by emailing or speaking with your clinician.

How We Work Together

Our clinicians are bound by the following codes of conduct and ethics:

• Australian Association of Social Workers – Code of Ethics (2020)

• Psychology Board of Australia – Code of Conduct for Psychologists (Dec 2025)

• Dietitians Australia – Code of Professional Conduct and Statement of Ethical Practice

• Occupational Therapy Australia – Code of Conduct (2021)

• Nursing and Midwifery Board of Australia – Code of Conduct (2024)

These standards guide our commitment to ethical, culturally safe, and client-centred practice.

These codes ensure that we uphold integrity, respect, and client autonomy in all aspects of care. We aim to create an environment where you and your clinicians work in partnership, setting goals together and reviewing your progress collaboratively.

Hours of Operation

Monday to Thursday: 9:00 am – 5:00 pm

Friday: 8:30 am – 2:00 pm

Closed: Weekends and public holidays

We offer flexible appointment formats, including in-person and telehealth sessions, and will do our best to accommodate your preferences. Please note that after-school appointments are limited and may not always be available.

If You Need Immediate Support

The Flourish Collective is not a crisis service. If you need urgent or after-hours support, please contact one of the following services:

Support Service Contact Number

NT Mental Health Helpline 1800 682 288

Lifeline 13 11 14

Kids Helpline 1800 55 1800

13YARN (First Nations Support) 13 92 76

Butterfly Foundation 1800 33 4673

Headspace 1800 650 980

Working Together

At The Flourish Collective, we believe in a team-based approach to care. Our clinicians work collaboratively to support your goals and ensure that your care is well-coordinated, ethical, and evidence informed.

When you see more than one professional within our service, collaboration between your treating team members may include:

• Shared access to your health record within our secure practice systems

• Professional discussions about your care to support continuity and best-practice treatment

• Joint consultations or case reviews where appropriate

Information may also be discussed in clinical supervision or internal review meetings to support quality care. Where this occurs, information is de-identified wherever possible.

Your Consent for Internal Collaboration

To provide you with effective, integrated care, we ask you to indicate your consent for the following:

• I consent to my health record being shared between all professionals involved in my care at The Flourish Collective.

• I consent to my treating professionals discussing my care with one another when it is clinically relevant.
  

• Where multiple family members attend the service, I consent to information being shared between their treating clinicians when necessary to provide best-practice care.

Your consent for internal collaboration is reviewed annually as part of our commitment to ongoing, ethical, and client-centred care. You may change or withdraw this consent at any time by notifying your clinician or the Practice Director in writing.

Internal collaboration occurs within The Flourish Collective team only, and all staff are bound by professional confidentiality and privacy standards.

Privacy and Data Security

All information shared for collaborative purposes is managed in accordance with the Australian Privacy Principles and relevant health privacy legislation.
We take all reasonable steps to ensure that your personal information remains accurate, secure, and confidential.

Information shared within The Flourish Collective is stored in secure, privacy-compliant systems that meet Australian data protection standards. Access is restricted to staff directly involved in your care, and all clinicians are bound by professional confidentiality obligations.

Clinicians maintain professional boundaries and avoid any relationships or conflicts of interest that could affect impartial care. Each clinician works within their professional scope of practice and participates in regular supervision and professional development.

Collaboration with External Professionals

Collaboration with external professionals (for example, your GP, psychiatrist, paediatrician, or school-based team) or community supports (such as family members, advocates, or support coordinators) can also be valuable in achieving positive outcomes.

• I consent to my clinician sharing relevant information with external supports. 

You can update or withdraw this consent at any time by notifying your clinician in writing.

All information shared externally is done with your explicit consent and in accordance with privacy legislation and professional ethical standards.

How We Protect Your Privacy

Your personal information is collected and stored securely as part of your assessment and ongoing care. This information allows your clinician to provide effective, evidence-based support and is only accessed by professionals directly involved in your care.

All information is managed in accordance with:

• Privacy Act 1988 (Cth)

• Australian Privacy Principles (APPs)

• Health Records and Information Privacy Act 2002 (NT)

• Health Practitioner Regulation National Law (NT)

We take all reasonable steps to ensure that your information is accurate, stored securely, and destroyed or de-identified once it is no longer required, in accordance with Australian Privacy Principles P 11.2 and recognised industry standards.

After your care has ended, you may request that your personal information be deleted or de-identified, provided this is allowed under professional and legal record-keeping requirements. To make this request, please contact the Practice Director in writing.

This consent form works together with our Website Privacy Policy, which explains how The Flourish Collective collects and protects your information online and through connected systems (e.g. Halaxy, Squarespace, and third-party services).

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Data Systems Used

We use secure, privacy-compliant systems to manage information and support your care:

• Halaxy Practice Management System: Used for scheduling, billing, and clinical record keeping. Halaxy Privacy Policy

• NovoPsych: Used for secure administration of psychological assessments and outcome measures. Read more in the NovoPsych Client Information Sheet

• AI-Assisted Note Keeping: Clinicians may use tools like Heidi AI (Heidi Health Security) or NovoPsych AI (NovoNote Client Fact Sheet) to help clinicians write accurate notes efficiently.  Your information is protected and never used to train external systems.

All data is stored on Australian servers or approved privacy-compliant systems.

Records and information are managed in line with the privacy and confidentiality requirements of all professional codes relevant to The Flourish Collective. ‍

The handling of your information in these systems is governed by this consent form and our Website Privacy Policy. Together, these documents describe how your data is securely collected, used, and stored in compliance with the Privacy Act 1988 (Cth) and Australian Privacy Principles. ‍

Confidentiality and Exceptions

Information you share with your clinician is kept confidential. However, confidentiality may be legally or ethically breached in specific circumstances, including:

• Where disclosure is required by law (for example, under subpoena)

• Where there is a serious or imminent risk to your safety or that of another person

• Where disclosure is required to protect someone’s safety (for example, child safety or family violence concerns)

• When information is discussed in supervision or quality audit, in which case it will be de-identified wherever possible

Digital Communication

‍We take care to protect your privacy in all electronic communications, including email, telehealth, and SMS.
While every effort is made to maintain security, please be aware that electronic communication can carry inherent risks. Sensitive information is best discussed directly with your clinician during appointments.

Consent Requirements

Written consent is obtained when you begin services to allow The Flourish Collective to securely store your data and communicate between clinicians as needed to determine appropriate care pathways.

Consent is:

• Reviewed at your initial session and renewed annually on 1 July, or whenever significant changes occur in your care

• Able to be withdrawn or updated at any time by notifying your clinician or the Practice Director in writing

If you are a separated parent or guardian, both parties are usually required to provide consent unless it is clearly in the best interests of the child to proceed otherwise. When completing forms online, there is space for both parents to sign electronically.

Clinicians who hold more than one professional role must obtain and document consent before sharing information across those roles.

Digital Consent Acknowledgement

You can ask your clinician or the Practice Director at any time if you would like further information about how your data is managed.

• I understand how my personal information will be collected, used, and stored by The Flourish Collective.

• I understand the limits of confidentiality and the circumstances under which information may be shared.

• I understand that I can review, change, or withdraw my consent at any time by notifying my clinician or the Practice Director in writing.

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Understanding Consent

When providing services to children or adolescents, we are guided by Australian family law, which states that both parents who have shared parental responsibility generally have equal rights to make decisions about a child’s healthcare, including psychological and allied health services.

This approach ensures that both parents’ rights and responsibilities are respected while prioritizing the best interests of the child.

Parental Consent Requirements

In most cases:

• Both parents or guardians should provide written consent for supports to proceed.

• If one parent has sole parental responsibility, only that parent’s consent is required.

• Where both parents share parental responsibility, but it is not feasible to obtain both signatures (for example, due to safety concerns or non-response), services may proceed if it is clearly in the child’s best interests.

All efforts to obtain consent from both parents will be documented by the clinician, along with the rationale for proceeding if only one parent has provided consent.

Example: If both parents share responsibility but one parent is uncontactable, the service may proceed if it is clearly in the child’s best interests, and this will be documented.

If court orders or parenting agreements exist, a copy must be provided to The Flourish Collective before services commence. If documentation is not provided, services may be delayed until clarification is received.

Services may not proceed where parental consent is disputed until clarification is received or court documentation is provided.

Annual Review of Consent

To ensure consent remains current and relevant to the child’s needs, it will be:

• Reviewed annually on 1 July each year, and

• Updated whenever there are significant changes to the therapy process, family circumstances, or service arrangements.

This process supports transparency, shared understanding, and continuity of care.

Digital Completion and Signatures

When this form is completed online:

• There is space for both parents or guardians to sign electronically.

• Each parent or guardian can receive a separate link to review and sign the form.

• Digital records of consent are securely stored in line with Australian Privacy Principles.

Please provide alternate parent contact name:

Relationship to young person:

Phone number:

Email:

• I understand that both parents or guardians are usually required to provide consent for a child or adolescent to access services.

• I understand that services may proceed with one parent’s consent if it is clearly in the best interests of the child.

• I consent to the above terms regarding parental consent and the annual review process.

Our Approach to Fees

We aim to keep our fee structure transparent so that you always know what to expect. All fees, deposits, and payment procedures comply with Australian Consumer Law and ACCC guidelines for fair trading and transparent pricing.

Session fees are discussed prior to your first appointment and reviewed as needed to ensure clarity and fairness.

Please let us know as early as possible if your financial situation changes; we may be able to adjust scheduling or explore other supports. Some services may be offered free of charge to healthcare card holders or clients experiencing financial hardship.

Please note that Medicare rebates cannot be processed without a valid referral, which is the responsibility of your referring Doctor.

We comply with the fee disclosure and fairness principles of each profession’s code of conduct, ensuring clarity and honesty in all financial arrangements.

Fees and Payments

• Invoices are issued after each session and are payable on the day unless otherwise arranged.

• Payment options include EFTPOS or direct bank transfer.

• Deposits may be required for some initial consultations.

• If payment difficulties arise, please speak with your clinician or the Practice Director.
  We are committed to working collaboratively to find a suitable arrangement.

If payment is not received within seven (7) days, services may be paused until the account is settled.
Ongoing non-payment may result in referral to a debt collection agency, and related costs may be added to the balance owing.

Cancellation Policy

We understand that unexpected events or illness may prevent you from attending your appointment.

If you or your child are unwell, please let us know as soon as possible.
Telehealth or parent consultation options may be available instead.

To maintain fairness and ensure appointment availability for others, the following policies apply:

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Rescheduling within the same week may prevent a cancellation fee being charged. Repeated cancellations or non-attendance may result in the suspension or closure of a referral.

Financial Flexibility

We understand that financial stress can impact wellbeing. Please reach out early so we can support you. If you have a health care card or are experiencing financial hardship, please contact us as early as possible. We may be able to offer payment plans, reduced-fee arrangements, or assist you in exploring alternative funding options.

I understand and agree to The Flourish Collective’s fee structure and payment terms.

I understand the cancellation policy and that fees may apply for missed or late cancellations.

I understand that ongoing non-payment may result in paused services or referral to a debt collection.

Professional Communication

At The Flourish Collective, we maintain clear professional boundaries and do not communicate with clients through personal social media accounts, personal mobile numbers, or messaging applications. All clinicians maintain appropriate professional boundaries and uphold the communication and confidentiality standards required by their professional bodies.

All administrative and non-urgent communication should be directed to: Email: hello@theflourishcollective.com.au

Please allow 2–3 business days for a response. Administrative staff cannot provide crisis support and may only respond during standard business hours.

Telehealth and Digital Communication

We offer telehealth sessions via secure, privacy-compliant platforms to support accessibility and flexibility.

Our clinicians take care to protect your information in all electronic communication, including email, SMS, and telehealth.

However, please note:

• Complete security of digital communication cannot be guaranteed.

• Sensitive or complex matters are best discussed directly during your appointment.

• Appointment confirmations, reminders, and general updates may be sent via SMS or email for your convenience.

If you prefer not to receive electronic communications (for example, SMS reminders), please let us know so we can update your preferences.

Social Media Policy

The Flourish Collective maintains professional social media accounts to share resources, promote health education, and provide community updates.

To maintain your privacy and professional boundaries:

• Clinicians will not accept friend or follow requests from clients or their family members on personal accounts.

• Comments or messages sent via The Flourish Collective’s social media platforms are not monitored for clinical or administrative purposes.

• Any client-related or confidential matters should always be directed through official communication channels.

• To protect your confidentiality, we will never comment publicly on client posts or identify clients in any online material.

By maintaining these boundaries, we protect your confidentiality and ensure that our professional relationship remains ethical and clear.

• I understand and agree to The Flourish Collective’s communication and social media policy.

• I understand that my clinician will not use personal social media or mobile phones for communication.

• I understand that electronic communication carries some risk and that sensitive matters are best discussed directly with my clinician.

Purpose

To ensure the safety and wellbeing of all clients, staff may need to provide first aid or arrange emergency medical care during any activity, session, or event related to The Flourish Collective. This consent applies to all Flourish-related settings, including community, home-based, and off-site programs.

What This Means

By providing consent, you authorise The Flourish Collective staff to:

• Administer first aid in the event of injury or medical emergency during any Flourish service.

• Contact emergency services if required (including ambulance attendance).

• Provide relevant medical information to emergency personnel to ensure appropriate treatment.

You will be notified as soon as possible if any first aid or emergency care is provided.

Medical and Emergency Details

Emergency Contact Name: ____________________________________

Phone: _______________________________________

Relationship to Client: ____________________________

Allergies or relevant medical conditions:___________________________

Medications (if relevant): ______________________________

All first aid and emergency care will be documented in your clinical record and discussed with you at the earliest opportunity.

• I understand that my emergency contact will be contacted as soon as possible if first aid or medical care is provided. 

• I understand it is my responsibility to ensure my / my child’s medical information provided to us remains up to date.

About the Therafarm Program

The Flourish Collective’s Thera-Farm programs provide opportunities for therapeutic engagement in natural and animal-assisted settings. These programs are designed to promote regulation, connection, and wellbeing through outdoor and experiential activities. Participation is optional and will not affect access to other services at The Flourish Collective.

While every effort is made to ensure safety, it is important to understand that some level of risk is inherent in outdoor and animal-related activities.
Our programs operate in accordance with the Work Health and Safety Act 2011 (NT) and comply with relevant animal-assisted therapy standards. All Thera-Farm programs are covered by The Flourish Collective’s professional and public liability insurance.

Participant Responsibilities

All participants, including children and young people, are asked to:

• Follow all safety directions and instructions provided by staff.

• Treat animals, staff, and property with care and respect.

• Inform staff of any medical conditions, allergies, or medications that may affect participation.

• Avoid attending under the influence of drugs or alcohol.

We encourage participants to communicate any discomfort or sensory sensitivities during activities so we can make adjustments.

Risk Acknowledgement

By agreeing to participate in Thera-Farm programs, you acknowledge and accept that:

• Animals can behave unpredictably and may cause injury even under supervision.

• Outdoor environments carry natural risks such as uneven terrain, heat, insects, and minor injury.

• Safety procedures are in place to minimize risk, but incidents may still occur.

• I consent to participating in the Therafarm or I am the parent/guardian of the participant and consent to their participation in Therafarm activities.

Participants Under 18

For children and young people under 18 years of age:

• A parent or guardian must provide consent for participation.

• Parents or guardians acknowledge that The Flourish Collective takes all reasonable steps to ensure safety but cannot eliminate all risk.

• Parents or guardians are responsible for ensuring their child follows instructions and participates safely.

• I am the parent or guardian of the participant and consent to their participation in Thera-Farm activities.

• I understand and accept the conditions outlined above.

Emergency Contact

Name: _______________________________________

Phone: _______________________________________

Relationship to Participant: ______________________

Any first aid or medical response provided will be documented in your clinical record and communicated to you or your guardian at the earliest opportunity.

Our Commitment

At The Flourish Collective, we are committed to providing ethical, transparent, and high-quality care. Your feedback, whether positive, constructive, or critical, is valued as an important part of improving our services.

We recognize that raising a concern can feel difficult. We will always respond to feedback with respect, professionalism, and care, ensuring your voice is heard and your rights are upheld.

How to Provide Feedback or Make a Complaint

If you have a concern, question, or suggestion, you are encouraged to first discuss it directly with your clinician. Most issues can be resolved through open conversation and collaboration.

If you prefer not to raise the matter directly with your clinician, or if the issue remains unresolved, you can contact:

Rachel Johnson – Flourish Founder

Email: rachel@theflourishcollective.com.au

We will acknowledge your concern and aim to respond within five (5) business days. Where appropriate, we will work with you to resolve the matter informally or provide guidance on the next steps for formal review.

External Complaint Pathways

If you are not satisfied with the outcome or prefer to contact an external body, the following independent organizations can assist depending on your clinician’s discipline:

These organizations are independent and can review complaints about professional conduct, ethical standards, or service delivery. You may also contact the relevant professional body for your clinician if you wish to raise a discipline-specific concern (e.g. Psychology Board of Australia, AASW, Dietitians Australia, Occupational Therapy Australia, NMBA)

Feedback and Continuous Improvement

We welcome all forms of feedback, including compliments and suggestions for improvement.
You can share feedback:

• Directly with your clinician, or

• Via email to admin@theflourishcollective.com.au, or

• Through our confidential feedback form (available on request or via our website).

Your feedback helps us continue to grow and deliver care that aligns with our values of respect, transparency, and partnership.

Digital Acknowledgement

• I understand that I can provide feedback or make a complaint at any time.

• I understand that raising a concern will not affect the quality or continuation of my care.

• I am aware of both internal and external options for providing feedback or lodging a complaint.

• Feedback may be reviewed periodically as part of our internal quality improvement processes.

How We Manage Your Records

The Flourish Collective is committed to maintaining accurate, secure, and confidential client records.

Your records are an important part of your ongoing care and include details such as your personal information, assessment results, treatment notes, communication, and consent forms. Records are maintained in accordance with the legal and professional requirements of each discipline’s regulatory body.

All records are stored securely in accordance with:

• The Privacy Act 1988 (Cth)

• The Health Records and Information Privacy Act 2002 (NT)

• The Australian Privacy Principles (APPs)

• Relevant professional codes of conduct and ethical standards

Electronic records are managed through Halaxy and other approved, privacy-compliant systems that meet Australian data security standards.
Access is restricted to authorised staff involved in your care, and all clinicians are bound by strict confidentiality obligations.

Retention and Disposal of Records

Under professional and legal requirements, client records are retained for:

• A minimum of seven (7) years from the date of your final session, or

• For clients who are minors, until they reach 25 years of age, whichever is longer.

After this time, your records are securely destroyed or permanently de-identified in line with recognised industry and legal standards. Record retention timeframes

may differ for NDIS or insurance purposes; your clinician will inform you if this applies.

Accessing Your Records

You have the right to:

• Request access to your personal records, and

• Request correction of information that you believe to be inaccurate or incomplete.

Requests should be made in writing to the Practice Director.
Access will be provided in accordance with privacy legislation, and a small administrative fee may apply if record retrieval is required.

Record Sharing

Your records will not be shared with any third party without your explicit written consent, except:

• When disclosure is required by law (for example, under subpoena or to protect someone’s safety), or

• When de-identified information is used for professional supervision or quality review.

All sharing of information is handled in accordance with privacy legislation and ethical practice guidelines.

• I understand how my records are collected, stored, and protected by The Flourish Collective.

• I understand the legal retention timeframes for client records.

• I understand that I can request access to or correction of my records at any time by contacting the Practice Director.

Your Rights as a Client

We value our relationship with you as a partnership based on mutual respect, shared responsibility, and trust. You have the right to receive respectful, transparent, and high-quality care at all times. We are committed to working in partnership with you to create a safe, affirming, and empowering therapeutic environment. We are committed to creating a safe space for people of all backgrounds, identities, and experiences.

You have the right to:

• Be treated with dignity, respect, and compassion at all times.

• Receive care that is culturally responsive, neurodiversity-affirming, and trauma-informed.

• Be involved in decisions about your care, including the right to ask questions, seek clarification, and give or withdraw consent at any time.

• Receive clear explanations of your treatment plan, goals, and progress.

• Have your privacy and confidentiality protected in accordance with legal and ethical standards.

• You have the right to request adjustments or supports that help you participate comfortably and safely in therapy.

• Access and request corrections to your personal records, as outlined in Section 10.

• Provide feedback or make a complaint without fear of discrimination, loss of service, or negative consequence.

Your Responsibilities as a Client

Our relationship is built on mutual respect and collaboration.
To support effective and ethical care, we ask that you:

• Attend appointments on time or provide adequate notice if you need to cancel or reschedule.

• Communicate openly and honestly with your clinician about your needs, goals, and challenges.

• Provide accurate and up-to-date personal and contact information.

• Treat staff, animals (if applicable), property, and other clients with respect and courtesy.

• Use electronic communication for administrative purposes only, understanding that responses may take up to 2–3 business days.

• Notify your clinician or the Practice Director if you have any concerns or wish to change your consent preferences.

Clinicians at The Flourish Collective practice within their scope of competence, maintain ongoing professional development, and follow the ethical standards of their professional codes.

Ending or Pausing Services

You have the right to end your involvement with The Flourish Collective at any time.

Where possible, we encourage discussing this decision with your clinician to support a safe and well-managed transition or referral to another service.

If services are paused or concluded by The Flourish Collective (for example, due to extended non-attendance or non-payment), you will be notified in writing with options for further support.

• I understand my rights and responsibilities as a client of The Flourish Collective.

• I understand that care is provided in partnership with me and that I can withdraw or change my consent at any time.

Purpose

This declaration confirms that you have read, understood, and agreed to the information outlined throughout this consent form.
It also acknowledges your understanding of your rights, responsibilities, and the way care is delivered at The Flourish Collective.

By signing or digitally acknowledging this declaration, you confirm that you:

• Have read and understood the terms and information provided in this document.

• Have had the opportunity to ask questions and seek clarification.

• Understand that you can change or withdraw consent at any time by contacting your clinician or the Practice Director in writing.

• Consent to receive services from The Flourish Collective under the terms and conditions outlined in this form.

Client Declaration

The Flourish Collective adheres to the professional codes of conduct for psychology, social work, dietetics, occupational therapy, and nursing to ensure ethical and safe care. Please review all sections carefully before signing or submitting this form.

• I have read and understood all sections of this agreement

• I understand if completing on behalf of my child that both parents/guardians are required to provide signed consent, and each consent will be completed separately. 

• All electronic signatures are recorded with date and time stamps in accordance with digital record-keeping standards.

Client Details

Client Name: ____________________________________________

Signature: ______________________________________________

Date: ____ / ____ / ______

Parent / Guardian (if applicable)

Name: ____________________________________________

Relationship to Client: ______________________________

Signature: _________________________________________

Date: ____ / ____ / ______

Name: ____________________________________________

Relationship to Client: ______________________________

Signature: _________________________________________

Date: ____ / ____ / ______