Questions, Answered.

Before your session, you'll receive a secure link by email. Click it on your phone, tablet, or laptop and you're connected. A private, encrypted video call with your practitioner, with nothing to install and no accounts to create.

Any device with a camera, microphone, and internet connection will do. Sessions run in your browser, so there's nothing to download. We'd suggest headphones for privacy and a stable Wi-Fi connection. A quiet space where you won't be interrupted makes a meaningful difference.

Standard sessions run for 50 minutes. Some practitioners offer longer formats depending on the type of work. Your practitioner will discuss what makes sense for you during your first appointment.

For most people, yes. Research suggests online psychology sessions can be just as effective as face-to-face for a wide range of concerns, including anxiety, low mood, and stress. Many people also find it easier to open up from somewhere familiar and comfortable.

Yes, at any time. A good therapeutic relationship matters, and sometimes the fit isn't there. If you'd like to work with someone different, just let us know. No awkward conversations required.

Session fees vary by practitioner. If you have a Mental Health Treatment Plan (MHTP) from your GP, you may be eligible for a Medicare rebate, which reduces what you pay out of pocket. Many private health funds also cover psychology sessions. Check with your insurer for your specific entitlements.

Yes. If you have a valid Mental Health Treatment Plan, you may be eligible for a Medicare rebate on telehealth psychology sessions. Medicare rebates for telehealth psychology are available across Australia. We can provide invoices and receipts in the right format for your claim.

A Mental Health Treatment Plan (MHTP) is a document your GP prepares that gives you access to Medicare-rebated psychology sessions. With a current plan, you may be eligible for up to 10 individual sessions per calendar year at a reduced cost. Book an appointment with your GP and ask them about it. It usually takes one appointment.

Many private health insurers cover psychology sessions, including telehealth. Cover and rebate amounts vary by fund and policy. Check your extras cover or call your insurer directly. We provide receipts after every session so you can claim easily.

We accept all major credit and debit cards. Payment is processed securely at the time of booking. A receipt is emailed to you automatically after each session, ready for Medicare or private health claims.

Yes. Everything you share in sessions is confidential. Every Mehema qualified practitioner is bound by strict professional codes of ethics, as well as Australian privacy legislation. Sessions use end-to-end encryption and are never recorded.

No. Sessions are never recorded. Your conversations exist only between you and your practitioner. Nothing is stored, shared, or accessible to anyone else.

Your personal and clinical information is stored securely on Australian-hosted, encrypted servers, in line with Australian privacy legislation. It's never shared with third parties without your explicit consent.

In rare situations, practitioners are legally required to act, for example if there is an immediate risk to your safety or someone else's. Your practitioner will always explain this clearly at the start of your work together. Outside of those specific circumstances, everything stays between you.

If you're in immediate danger, call 000. Your practitioner is trained to support you through difficult moments in sessions and can help you connect with appropriate services. Between sessions, Lifeline (13 11 14) and Beyond Blue (1300 22 4636) are available 24 hours a day.

We take all concerns seriously. You can raise a complaint directly with Mehema by contacting us at [email protected]. If your concern relates to a registered psychologist, you can also contact AHPRA at www.ahpra.gov.au. For counsellors registered with ACA or PACFA, contact the relevant association directly. For clinical complaints in NSW, you may also contact the Health Care Complaints Commission (HCCC) at www.hccc.nsw.gov.au.

We understand life doesn't always go to plan. Our cancellation policy is based on the notice you give us:

• More than 48 hours: No fee is incurred for cancellations made with more than 48 hours notice. A full refund of any pre-paid amount will be issued, or the credit may be applied to a future session.
• 48 hours or less: A cancellation fee of 50% of the full session fee will apply. Any pre-paid amount will be refunded at 50%.
• 24 hours or less: The full session fee remains payable, and no refund will be issued.

Our practitioners offer a range of session times including early mornings, evenings, and weekends. Availability varies across the team, so you can usually find something that works without rearranging your day.

There's no single right answer. Many people start with weekly sessions and adjust from there. Your practitioner will work with you to find a frequency that fits your goals and schedule. You're always in control of how things move.

Yes. Once you've found a time that suits, you can lock in a recurring slot so your appointment is automatically held each week. One less thing to manage.