What you're agreeing to when you book.

Hard Conversations is a solo private psychology practice run by Ben Waters, registered psychologist (MProfPsych), AHPRA registration PSY0001961782. Sessions are individual psychological therapy for adult men, delivered by telehealth across Australia.

Sessions are 50 minutes, run on Zoom Workplace, configured for clinical use with passcodes, waiting rooms, and end-to-end encryption enabled, and cloud recording disabled. The platform works in a web browser; there's an app option on phone or tablet if you prefer.

Hard Conversations sees clients aged 18 and over. If you're under 18, your GP can refer you to a youth-specific service like headspace.

The cancellation policy is 48 hours.

If you give more than 48 hours' notice, no fee, and the session is rescheduled at no charge. If you give less than 48 hours' notice, or don't show, the full session fee applies — at the rate you normally pay ($200 standard, $160 concession).

The reason it works this way: the time has been set aside for you specifically and isn't easy to fill at short notice.

If something genuinely unexpected comes up, get in touch. These are looked at case by case.

Hard Conversations uses a few digital tools to support note-taking, assessment, and questionnaire scoring. They're listed here so you know what's used, why, and where the data is processed.

Heidi Health (clinical note-taking). During sessions, Heidi listens in real time and produces a summary. Ben reviews and edits it before saving it to your record. Sessions aren't recorded for replay. Audio is processed in real time and isn't kept beyond what's needed for the note. Transcripts and temporary processing data are deleted in line with Heidi's retention policies, or sooner once the note's finalised. Heidi complies with Australian privacy legislation and the Australian Privacy Principles. You'll be asked to consent to Heidi when you sign the Service Agreement, and you can withdraw that consent at any time.

NovoPsych (assessment). Some psychometric questionnaires are sent through NovoPsych, an Australian-based secure assessment platform widely used in Australian psychology. You receive an electronic link before or during the session.

Jotform (assessment). Some questionnaires not available through NovoPsych are sent through Jotform, an online form provider. Jotform stores responses on servers located in the United States, which means your responses leave Australia at the point of submission. US privacy law differs from Australian privacy law. Once received, your responses are transferred into your clinical record in Halaxy (Australian-hosted). This transfer is disclosed in the consent statement included with each assessment, and you can opt out and complete a paper version instead.

PDF questionnaires by email. Where neither of the above is suitable, you may be sent a PDF by email. Standard email is not end-to-end encrypted — if you'd prefer not to receive an assessment that way, let Ben know and an alternative will be arranged.

Make (automated scoring). Where automated scoring is required for a questionnaire, the data may be processed by a workflow tool called Make (formerly Integromat). Make's servers are in the European Union and on Amazon Web Services infrastructure. Data passing through Make may be held in workflow logs for up to 30 days before being deleted. Make is bound by GDPR-aligned data protection terms — a high standard of privacy protection. If you'd prefer your assessment isn't scored through Make, let Ben know and it will be scored manually instead.

What's discussed in session is confidential. There are six limited exceptions where Ben may need to share information without your consent:

1. Imminent risk of serious harm to you or someone else.
2. Court orders, subpoenas, or warrants requiring records or testimony.
3. Mandatory reporting under the NSW Children and Young Persons (Care and Protection) Act 1998 — where information about a child or young person at risk emerges in session.
4. AHPRA mandatory notifications — limited circumstances where a registered psychologist must notify the regulator.
5. Required progress letters to your referring GP if you're seen under a Mental Health Treatment Plan (this is part of the Medicare program).
6. Other rare circumstances where disclosure is required by law.

Where any of these apply, Ben will, wherever possible, talk it through with you before any information is shared.

You can request access to your records at any time. Requests should be made in writing. Most are handled by providing a copy or a written summary within a reasonable time.

In some cases — for example, where the records contain information about other people, or where direct access to clinical notes could cause harm — Ben may instead offer a review session to go through the file together, prepare a written summary specifically for the purpose, or arrange access through your GP. You'll always be told why a particular approach is being used.

Access can only be limited or refused in the specific circumstances allowed by the Australian Privacy Principles and NSW health records legislation. If access is refused, you'll be given written reasons and information about how to make a complaint.

Records are kept for 7 years from the date of last contact, in line with NSW law, then securely destroyed.

If something isn't working, the first step is to talk to Ben directly. Most issues are best resolved that way.

You can give feedback or make a complaint by:

• Phone: 0435 213 283
• Email: ben@hardconversations.com.au

If you'd rather take a complaint to an external body:

AHPRA — the national regulator for registered psychologists.
1300 419 495 / ahpra.gov.au/Notifications

Health Care Complaints Commission (HCCC) — for complaints about a health service in NSW.
1800 043 159 / hccc.nsw.gov.au

Office of the Australian Information Commissioner (OAIC) — for privacy complaints.
1300 363 992 / oaic.gov.au

This page is a summary. The Service Agreement itself is the binding document, signed at intake. A copy is sent before your first session, with time to read it and ask questions.

If you'd like to see a copy before booking, email ben@hardconversations.com.au.