How Can We Help You?

If you need to find more information about Rural Help, you're in the right place

General Questions

What Does Rural Help Do? +

Rural Help makes therapy accessible for Australians in rural and remote areas. We aim to give more people access to registered psychologists, no matter where they live, at a price they can afford.

Will My Personal Information Be Kept Safe? +

Absolutely. Rural Help delivers its services on a HIPAA compliant platform, this is not a requirement for online services in Australia, but it is Gold Standard for securing health information and is mandatory for online health service delivery in the United States.

Is It Confidential? +

We take confidentiality and privacy very seriously as we understand how important it is for therapy to be safe, secure and private. The information you share will be kept confidential and in accordance with the Australian Psychological Society (APS) Code of Ethics. The only limitation to confidentiality is if there were serious concerns for your safety, or the safety of someone else, the same as it is for face-to-face therapy. In such a case, your psychologist will discuss their concerns with you first.

The Australia Psychological Society (APS) and the Psychology Board of Australia, which is auspiced by the Australian Health Practitioner Regulation Agency (APRHA), have clear guidelines that relate to privacy and confidentiality.

Rural Help psychologists safeguard the confidentiality of your information and avoid undue invasion of privacy in the collection of information by:

  • Only collecting information relevant to the service being provided
  • Making provisions for maintaining confidentiality in the collection, recording, accessing, storage, dissemination, and disposal of information

This includes protecting the confidentiality of your information even if they are no longer working with us, or no longer provide psychological services (eg. they retire).

Rural Help psychologists are not permitted to disclose confidential information obtained in the course of their provision of psychological services, unless:

  • They have the consent of the relevant client or a person with legal authority to act on behalf of the client
  • There is a legal obligation to do so
  • There is an immediate and specified risk of harm to an identifiable person or persons that can be averted only by disclosing information
  • They are consulting colleagues, or in the course of supervision or professional training, at which time they must:
    (i)  Conceal the identity of the client and associated parties involved, or
    (ii) Obtain the client’s consent, and give prior notice to the recipients of the information that they are required to preserve the client’s privacy, and obtains an undertaking from the recipients of the information that they will preserve the client’s privacy

Please see the Rural Help Privacy Policy for more detailed information.

How Long Does an Appointment last? +

Appointments last approximately 50-60 minutes.

Can I access Rural Help services if I am outside of Australia? +

Anyone is free to choose to access our services, no matter where they are in the world. However, most people are unable to claim any rebate for these services. If you live in rural or remote Australia and are travelling overseas, you may still be able to access support services whilst you are away, in line with Australian Government requirements for eligibility.

Can a young person or child receive support from Rural Help? +

Yes. Young people are quite comfortable engaging through devices, so they often find the experience of online therapy quite helpful. As per most medical services in Australia, if the young person is under 16 years of age then we will require parental consent. There are a number of other resources in Australia that are specifically designed to assist children and young people. If you are a young person, you could speak to a trusted adult. Parents, extended family, teachers and school counsellors are all people who can help. If you want to talk through your concerns, you can contact Kids Helpline. They offer a free, private and confidential 24/7 phone and online counselling service for young people up to the age of 25.

How do I Book an Appointment? +

You can book a session here. If you have any further questions you need to ask prior to booking an appointment, you can phone us on 1800 HELP 2 U (1800 4357 2 8).

What Are the Benefits of Online Therapy? +
  • Affordable - overheads are kept at a minimum so we can keep costs down for you
  • Time Effective - access psychological services directly from your home or office
  • Convenient - fits in with your busy schedule as you don’t have to travel
  • Comfortable - some people may find face to face therapy to confronting
  • Easy - you don’t need to worry about traffic or finding your way to a new place
How Many Sessions Will I Need? +

It is very difficult to say because this will depend on your circumstances. Medicare provides a rebate for up to ten (10) sessions, most people are able to resolve their major issues within these sessions. In your first session, your psychologist will usually give you an indication about how many sessions may be helpful.

Our Therapists

Are Rural Help Psychologists Officially Registered? +

Yes, all therapists at Rural Help are Registered with the Australian Health Practitioner Regulation Agency (AHPRA). You can be confident you are speaking to a fully registered professional.

Is Online Therapy Really Effective? +

Psychological therapy delivered online has been found to be as effective as face to face therapy. There is quite a lot of research that has been published about the effectiveness of online treatment for a variety of disorders. However, we didn’t think you would want to read boring Journal articles, so we found this HuffPost article that explains the benefits quite well.

Can I Work With Rural Help? +

We are always on the lookout for great psychologists to join our online community. If you are interested in joining our fabulous team please contact our director, Kerry Howard.

Billing and Account Questions

How Much Does Rural Help Cost? +

You pay per session, there are no ongoing fees or monthly charges. The fees can vary between different types of psychologist, but you will never pay more than $65 per session out of your own pocket.

How Do I Pay For My Rural Help Sessions? +

We accept all major credit cards and our system will automatically debit your credit card for the full fee ($150 or $190) on the day of your appointment. We then process your Medicare Claim for your after your appointment and the funds will be put back into your bank account overnight (if you have provided your bank details to Medicare).

Why Credit Cards? +

Payment is made at the time of your appointment and credit card is the only secure way that we can ensure payment is made. You will be sent a tax invoice, and a copy of your submitted Medicare claim, via email once your appointment is completed.

Do I Have to Sign Up for a Minimum Number of Sessions? +

There are no contracts, and you are free to choose to end your therapy sessions whenever you like. We know that the benefits of psychological therapy take time and the best results come from building and effective relationship with your therapist. The issues that you need help with didn’t just appear overnight, so they are not likely to disappear after one session.

How secure is the payment system? +

We use Stripe to process payments. Our payment gateway provides the highest level of encryption and security. All personal information is maintained and secured in the payment system. We do not store your personal financial information on our own systems.

Technical Questions

Can I access Rural Help on my Smartphone or Tablet? +

Certainly. Our therapy platform is optimised for use on all devices. If you are specifically seeking treatment for trauma, it may be more effective if you are able to access these services on a laptop or desktop computer.

How do live video sessions work? +

You will connect with your psychologist via a secured video call. Once you have made your appointment, you will be sent a link to your meeting with your therapist. At the time of your appointment you just click on the link and wait for your therapist to start the video session. Once they connect, you will immediately begin a video call with your therapist.

What Computer and Internet Connection Do I Need? +

You can use any computer capable of running a web browser, such as Google Chrome, Safari or Firefox. You will need a reliable internet connection and a functioning microphone and web camera for video sessions with Rural Help. We give you a link to test your system for compatibility when you complete a new client enquiry form.

Do I Need to Create an Account? +

No. Once you have had your first appointment, our online booking system will allow you to create a login, so that you may book yourself in for appointments. Simply book a session at a time that is convenient for you. Closer to the time of your appointment (usually the day before) we will email you a link to access your private link video call.

What is Video Therapy? +

Video therapy uses a secured platform that facilitates a video conferencing facility, which will allow you to have an interactive therapy session, similar to face-to-face, without leaving your home or office.

Does Rural Help Provide Chat Therapy? +

Not exclusively. Chat therapy uses a secure messaging service which allows you to have a chat conversation with your Psychologist in real time. We utilise a chat functionality within the video call window (which is good to help resolve any technical connection challenges at the time of your appointment), however we do not provide pure chat therapy.

For any questions not covered on this page, you can always contact us  or call 1800 435 728