Terms & Conditions (general)

IMPORTANT: This website is not for emergency medical needs. If you are experiencing a medical or mental health emergency call 000 immediately for assistance in your area. If you are considering actions that may cause harm to yourself or others, or aware of a person in a crisis situation, please call one of these numbers immediately: 000 Emergency or 13 11 14 Crisis Support & Suicide prevention

Details provided on mantlehealth.com.au are provided as general information only. All statements should not be considered as professional advice. Information should also not be used to treat, assess of diagnose psychological conditions. The details provided are also not a substitute to obtaining professional advice and assistance from a fully trained and qualified person.

The assessment of any instance of how you are feeling, issues you are facing, or conditions you might have (pre-existing, undiagnosed or otherwise) should not be made without seeking advice from a professional for adequate diagnosis and assessment. At all times you should consult a professional health care provider about any health concerns you might have regarding yourself, or someone you know.

Mantle Health does not accept any liability for any loss or damage associated with the use of this site.

Mantlehealth.com.au provides links to other websites with informational content from time-to-time. These external sites are created and maintained by other public and private organisations. We do not control or guarantee the accuracy, relevance, timeliness, or completeness of this outside information in any way and can make no guarantee to the quality and reliability of the information or services provided by these third parties. We do not accept liability for any loss or damage associated with the use of these third party websites.

This website is linked to secure third-party sites for the purpose of scheduling appointments, payment and video conferencing. Mantle Health cannot make guarantees as to the efficiency and technical operation of these sites at all times, as this is not controlled by Mantle Health.

Terms and Conditions (specific)


These terms apply to all Mantle Health Services you access through HB MANTLE PTY LTD – ABN 67 664 039 703 (“Mantle Health”).

In these terms:

Mantle Health Services” means the technology, communication and administration services provided by Mantle Health when you access the Mantle Health online platform.

Psychology Services” means the health and psychology services provided to you directly by the psychologist you are connected to using the Mantle Health online platform.


If you create an account with us, we will provide Mantle Health Services to you.  These are technology, communication and administration services to enable you to use the online platform to connect with your psychologist.  We will facilitate a connection and communication with a psychologist by providing personal contact details.

You will also have a separate relationship with your clinician who is responsible for providing the Psychology Services to you directly.  You acknowledge that your clinician may require you to agree to other terms and conditions relating to Psychology Services.

Mantle Health does not provide Psychology Services or employ or engage psychologists.  All psychologists who use the Mantle Health platform practice independently.

Mantle Health Services include but are not limited to:

(a) A website (mantlehealth.com.au) which provides a platform that performs functions such as:

registering on the Mantle Health platform;

supplying a referral from your general practitioner;

receiving Psychology Services via a secure encrypted video consultation;

paying for Psychology Services;

allowing Mantle Healthto process a Medicare rebate for you on your behalf;

contacting Mantle Health to ask questions, seek clarification, or request contact with a psychologist that you have already seen;

(b) administration services including reception, triaging of referrals, billing, managing any confidential health or personal information Mantle Health receives from your referring general practitioner, psychologist or psychiatrist with your consent (see “Confidentiality and Privacy” and “Records” below) and answering any questions you may have.  Administration services are provided via email, or in certain situations by phone; and

(c) technical support services.

Mantle Health Services do not include:

(a) crisis management (see “No Crisis Management” below);

(b) mental health advice independent of Psychology Services; and

(c) clarification or interpretation of the diagnosis, formulation, or management advice provided by individual psychologists.

We do not charge for Mantle Health Services.  The only charge is your psychologist’s charge for the Psychology Services.  Mantle Health does charge clinicians a fee to use the platform.

In agreeing to these conditions, you also consent to being added to the Mantle Health mailing list for communication after your appointment.


Mantle Health and psychologists appearing on the online platform do not admit patients to hospital.  Mantle Health is also not a crisis service and therefore if you are in crisis or feel your health is an emergency requiring immediate attention, you will need to contact your local mental health service or attend an emergency department.

Lifeline may also be of assistance in a crisis and can be contacted by telephoning 13 11 14.

If there is an immediate risk of harm to yourself or someone else, it is more appropriate to telephone emergency services on 000.


3.1 Connecting you to your psychologist

We receive referrals from general practitioners.  The psychologists and that provide Psychology Services have indicated their areas of interest and particular expertise.  Based on the referral from your general practitioner, we will offer the referral to one or more psychologists.  The psychologist who accepts the referral will directly provide the services to you.

All psychologists appearing on the online platform are registered or clinical psychologists and have registration as a Psychologist with the Australian Health Practitioner Regulation Agency (“AHPRA”).  We will provide you with all the relevant details of your psychologist, including their name, qualification and AHPRA registration number.

3.2 Providing you access to the online Mantle Health platform

We will provide you with the details of your appointment including login and other details to access the online Mantle Health platform.  You must keep your login details confidential.

The platform will enable you to manage your access to the Psychology Services and connect you with your psychologist using either video or teleconferencing facilities.  If your psychologist is unable to attend an appointment, we will assist you to reschedule the booking.


If your consultation will take place via videoconference, you acknowledge that:

(a) you understand how the videoconferencing technology will be used to provide such a consultation;

(b) you understand that the consultation will not be the same as a direct patient/clinician visit because you will not be in the same room as your clinician;

(c) you understand there are potential risks to this technology, including but not limited to interruptions and technical difficulties;

(d) you understand that this video consultation is done over a secure encrypted communication system, but you accept the risk that security issues could affect confidentiality;

(e) you understand that you or the psychologist can discontinue the video consultation if it is felt that the videoconferencing connections are not adequate for the situation.  If this is the case your psychologist may endeavour to continue the consultation over the telephone. In that case, the lack of visual data may limit your psychologist’s capacity to fully assess your mental state;

(f) you understand that depending on the referral information the psychologist may request that a health care person sit in the room with you during the consultation to assist in the consultation and to help provide for continuity of care;

(g) in very rare situations, technical support may be required and this may involve a technical support officer.  We will discuss with you in advance how to maintain your privacy in this situation, and technical support officers are bound by the same principles of confidentiality.  You may also elect to cease the consultation until the technical issue is resolved or reschedule to another time;

(h) you have had the alternatives to a video consultation explained to you and you understand that aspects of investigation and treatment such as prescription of medications and physical investigations will need to be undertaken by your general practitioner; and

(i) you understand that the consultation will not be recorded or photographed.


You agree to use the online Mantle Health platform and the Mantle Health Services to access any and all Psychology Services which you are eligible for as part of your program.  Your agreement with us relates only to the use of Mantle Health Services, but does not extend to any medical consent between you and your psychologist.  Your psychologist will speak to you directly about any required psychology consents.


You must attend all scheduled appointments, and tell us in advance if you can no longer attend. If you do not give us 2 business days’ notice in cancelling an appointment, you may be charged a fee of $50.00 for the consultation which will not be eligible for a Medicare rebate.  You must also talk to us if you have any concerns regarding the online Mantle Health platform.

7. FEES 

7.1 Fees

Your psychologist’s fees will depend on the Services requested.  We will provide you with details of the fees prior to you having your first consultation.  You acknowledge that fees for the Services may change.  Any discussion regarding fees is a matter between you and your psychologist.

You acknowledge that we collect fees as your psychologist’s agent.  You acknowledge that we are remunerated by psychologists for providing the online platform.  General information on fees may be provided via Mantle Health Services (i.e administration staff) but the Psychology Service and its fee is between you and the individual psychologist.

7.2 Payments

Appointments will be privately billed and may attract a Medicare reimbursement, depending on the service provided. The Mantle Health admin staff will provide you with the details of these fees prior to the appointment.

If you cancel your appointment with less than 2 business days’ notice or do not attend the appointment, a $50 cancellation fee is payable.

In addition to the appointment fee, associated card charges will also be applied (1.5%).

We will debit your card in the week prior to your appointment. If you are eligible for Medicare reimbursement, this will be processed after your appointment has taken place. If there are insufficient funds in your account, we will contact you to clarify and it is possible your appointment could be cancelled. If the appointment is cancelled by Mantle Health or if there is a change in the billing amount, we will arrange for appropriate reimbursement.

If you cancel your appointment within less than 2 business days’ notice or do not attend the appointment, you authorise us to charge your credit card a cancellation fee of $50.00.

We will submit your claim for the Medicare rebate on your behalf and your rebate will automatically be credited to the bank account you have stored with Medicare. Alternatively we can provide the invoice so that you can submit the Medicare rebate yourself.

Mantle Health staff are not able to check your eligibility for Medicare rebates for psychology services. If you do not have an eligible referral, have used all available Medicare services under a mental health care plan or have used all of the Medicare quota for a particular service this will result in a reduced rebate for the appointment.


Any information you disclose to us or our contractors as part of the Services will be kept confidential by us, our contractors, employees and agents.  We will not disclose such information without your prior written consent or if required to disclose the information by law, for example, to a court in response to a subpoena.

If any of your personal or health information is disclosed to us, we will treat that information in accordance with the Privacy Act 1988 (Cth) and any applicable health records legislation.

Your psychologist is also required to store, record and treat your personal and health information in accordance with any applicable legislation.


All records created by us or our staff as part of the Mantle Health Services belong to us and remain our property.  Our records will only relate to administrative matters such as personal contact details, appointment details and payment.

Your psychologist is responsible for keeping all medical and health records created in connection with the Psychology Services.


If you have any concerns and wish to make a complaint regarding Psychology Services you must make the complaint directly to your psychologist or AHPRA.  Mantle Health is not responsible for handling any complaints you may have regarding the provision of the Psychology Services.

If you have any concerns regarding the Mantle Health Services, please direct them to Mantle Health at [email protected].


11.1 Limitation of Liability 

(a) To the extent permitted by law, we exclude all warranties, conditions or terms, other than those expressly set out in these terms.  Nothing in this clause has the effect of excluding, restricting or modifying the application of any legislation (including the Competition and Consumer Act 2010 (Cth)).

(b) To the extent we are not entitled to exclude a warranty, condition or term then our liability for breach is limited to either the resupply of the Services or payment of the reasonable cost of having the Services resupplied.

(c) Our total liability to you for any loss or damage (including indirect and consequential loss or damage), caused by, resulting from, or in relation to the Services, including whether arising from breach of contract, negligence or any other tort, in equity or otherwise, and whether we were advised of the possibility of such loss or damage, is limited (to the extent permitted by law) to the fees paid for the relevant Services.

(d) To the extent permitted by law, our liability to you is limited to that part of the loss or damage (excluding interest and costs) suffered by you, which is ascribed to us under proportionate liability legislation.


Either you or we may terminate this engagement at any time with at least two business days’ notice.  If we terminate the agreement our administration staff will attempt to give you alternatives.  Otherwise we recommend you contact your general practitioner, local mental health service, or emergency services.


As we operate an online platform, it is reasonable for Mantle Health to require all persons accessing the online platform to abide by the same terms and conditions.

We may update these terms and conditions at any time.  We will provide you with 14 days’ notice of any change to these conditions.  If you have any concerns or do not agree to the changes to the terms, please notify us as soon as possible.


These terms are governed and must be interpreted in accordance with NSW law.