Frequently Asked Questions

Below are some FAQS that will provide information about our services. If you have any other questions, please send us a message.

Finding the Right Therapist

You might benefit from therapy if you’re experiencing persistent sadness, anxiety, stress, relationship problems, trauma, or major life changes. Common signs include difficulty sleeping, feeling overwhelmed, struggling with daily activities, or simply wanting to understand yourself better and improve your mental health.

The right therapist should make you feel comfortable, understood, and safe. We offer a free 20-minute welcome call to help you determine if we’re a good fit. During this call, you can ask questions about our approach, experience, and how we can help with your specific concerns.

Your first session involves getting to know each other, discussing your concerns and goals, and developing a collaborative treatment plan. We’ll explain our approach, discuss confidentiality, and answer any questions about the therapy process. Most people feel relieved after their first session.

Online Therapy & Telehealth Services

Yes, research consistently shows that online therapy is just as effective as face-to-face sessions for most mental health conditions. Our secure video platform provides the same level of confidentiality and therapeutic connection as traditional in-person therapy.

Online therapy offers unique advantages including:

  • Convenience: Access professional support from home without travel time
  • Flexibility: Easier scheduling around work, family, or other commitments
  • Accessibility: Available to clients in remote areas or those with mobility challenges
  • Comfort: Many clients feel more relaxed in their own environment
  • Privacy: Additional discretion without visiting a physical office
  • Continuity: Maintain therapy during travel, illness, or unexpected circumstances

We specialise exclusively in secure online video sessions. This allows us to provide high-quality mental health services to clients across Australia while maintaining the same therapeutic outcomes as face-to-face sessions.

You’ll need a device with camera and microphone (smartphone, tablet, or computer), stable internet connection, and a private space. We can provide some technical support to ensure you’re comfortable with the platform. Our free introductory call offers some time to iron out any issues you may encounter so you feel prepared for your first session.

Our Counselling Services

We provide evidence-based therapy for:

  • Anxiety disorders and panic attacks
  • Depression and mood disorders
  • Trauma and PTSD
  • Grief and loss (including climate-related grief)
  • Life transitions (menopause, ADHD/ASD diagnosis, major changes)
  • Stress management and burnout
  • Relationship difficulties and communication issues
  • Self-esteem and confidence concerns
  • Crisis support and suicidal ideation

We use a Person-Centred Approach combined with evidence-based treatments. Our counsellors are trained in various modalities to provide personalised care that addresses your unique needs, whether you’re dealing with “Big Life” or “Little Life” moments. Go to About for more details on the therapudic appraoches used by each therapists.

EMDR (Eye Movement Desensitisation and Reprocessing) is a powerful, evidence-based trauma therapy. Unlike traditional talk therapy, EMDR uses guided eye movements or bilateral stimulation to help your brain process traumatic memories, often providing faster relief from PTSD, anxiety, and trauma-related symptoms.

Treatment duration varies based on individual needs and goals. Some people benefit from short-term focused therapy (6-12 sessions), while others prefer longer-term support. EMDR therapy often provides results faster than traditional talk therapy. We regularly review your progress and adjust our approach accordingly.

EMDR is particularly effective for people experiencing:

  • Post-traumatic stress disorder (PTSD)
  • Anxiety and panic disorders
  • Depression related to trauma
  • Phobias and fears
  • Grief and loss
  • Disturbing memories or nightmares
  • Performance anxiety

Getting Started & Booking

Getting started is easy:

  1. Schedule a free 20-minute welcome call (no obligation)
  2. Discuss your concerns and ask questions
  3. Book your first session if you feel comfortable
  4. Begin your therapy journey

Our free 20-minute video call is completely obligation-free. This session helps us understand your needs, allows you to ask questions, and gives you the opportunity to see if you feel comfortable with your potential therapist.

Our current wait time for new clients is typically 1-2 weeks, though this varies throughout the year. If you need urgent support, please let us know when contacting us, and we’ll do our best to accommodate you sooner.

If you’re in crisis, please contact Lifeline on 13 11 14, Suicide Call Back Services or emergency services on 000. For urgent but non-crisis support, mention this when contacting us, and we’ll prioritise your appointment.

Professional Qualifications & Standards

Yes, all our counsellors hold relevant tertiary qualifications in counselling . We’re registered with professional bodies, either the Psychotherapy and Counselling Federation of Australia (PACFA) or Australian Counselling Association (ACA), and EMDR Association of Australia (EMDRAA).

Counsellors focus on talking therapies to help with current challenges and coping strategies. Psychologists can provide clinical assessments and diagnoses. Both offer valuable mental health support, but counselling is often more accessible without referrals and more affordable than psychology services.

No, you don’t need to see a doctor for a mental health plan to book with us. Since we’re not Medicare providers, this offers additional privacy benefits – your information isn’t shared through government healthcare systems, which many professionals in sensitive positions particularly value.

Costs & Insurance

Yes, we work with private health insurance providers to offer rebates that can significantly reduce your out-of-pocket costs. The rebate amount depends on your specific insurance provider and level of cover. Please mention your health fund during your welcome call.

For current EMDR (Eye Movement Desensitisation and Reprocessing) therapy fees and session details, please visit our EMDR & Counselling page. Pricing information is located at the bottom of the page.

For current Counselling fees and session details, please visit our EMDR & Counselling page and pricing information is located at the bottom of the page.

Privacy & Confidentiality

Absolutely. Confidentiality is fundamental to our practice. What you share remains private, with limited exceptions: risk of harm to yourself or others, court subpoenas, or mandatory reporting of child abuse. We fully explain these limitations during your first session. You can also go to our Privacy Policy.

We use an encrypted healthcare-grade platform called Zanda, that meet professional standards for confidentiality. Our online sessions maintain the same level of privacy and security as traditional in-person therapy.

Since we’re not Medicare providers, your therapy information isn’t shared through government healthcare databases, providing extra discretion that many professionals value.

Professional Supervision Services

Professional supervision is collaborative professional development that supports mental health practitioners. It provides a safe space to discuss cases, ethical issues, and professional growth while ensuring high-quality client care and preventing burnout.

  • Registered counsellors with PACFA, ACA or AHPRA- (Bachelor’s and Master’s Graduates)
  • Registered Supervisors with PACFA or ACA

Supervision addresses:

  • Case management and treatment planning
  • Risk assessment and safety planning
  • Ethical dilemmas and professional boundaries
  • Burnout prevention and self-care
  • Skill development and continuing education
  • Private practice development

Yes, our supervision is provided by a PACFA Accredited Supervisor and Clinical Counsellor, ensuring the highest professional standards for your development. ACA counsellors and supervisors can also utilise this service, as our supervisor training is recognised by ACA as well.

Policies & Practical Information

We require 48 hours’ notice for cancellations or rescheduling. Late cancellations or no-shows may incur a cancellation fee, though we consider individual circumstances and emergencies.

Yes, we send confirmation texts 48 hours before your appointment. You can reply “Yes” to confirm or “No” to cancel.

We understand online counselling might be new for some people. We offer a free obligation free welcome session to show you how it works. Most clients quickly adapt to the convenience and effectiveness of online therapy.

NSW Victims Support Scheme

Nadia Rasheed is an approved counsellor under the NSW Victims Support Scheme (Victims Services accreditation number A4058). You now have access to up to 22 hours of free counselling through the Victims Support Scheme. As an approved client, we are here to support you through your healing journey.

You can contact us via our Contact form or by calling the mobile number provided by Victim Support. We offer all new clients a welcome video call. This helps ensure you feel comfortable and confident before starting your counselling journey. In this short call you can:

  • Get familiar with our online systems
  • Meet your counsellor before your first session
  • Ask any questions about the counselling process and our services

If you decide to contiue and book your first counselling session, please provide:

  • Your full name
  • Date of birth
  • Victims Services reference number
  • Whether you require an interpreter

Your counselling sessions will be specifically tailored to support you.

We offer:

  • EMDR therapy for processing traumatic experiences
  • Support for PTSD, anxiety, and depression symptoms
  • Crisis support and safety planning
  • Grief and loss counselling for complex trauma symptoms

Cost: Your sessions are completely covered – Victims Services has already funded your counselling. Flexibility: You’ve chosen us from your approved list, and we’ll work at your pace throughout your healing journey. Support: We’ll help arrange interpreter services if needed and respond promptly to get you started. Commitment: We’re here to support you through all 22 hours of your approved counselling sessions

NDIS Funding & Counselling Services

Yes! If you are self-managed or plan-managed under the NDIS, you can access our counselling and EMDR therapy services. Because Family Connection is an unregistered provider, we are only available to participants with self-managed or plan-managed funding — not agency-managed funding. If you’re unsure which category applies to you, check your NDIS plan or contact your support coordinator.

With self-managed funding, you have direct control over your NDIS budget. You receive funds into your account and pay providers directly, which means you can engage unregistered providers like us with full flexibility. With plan-managed funding, a registered plan manager holds and administers your budget on your behalf. You still have the freedom to choose unregistered providers, but invoices are sent to your plan manager rather than to you directly. Both options allow you to access our services.

NDIS registration is required for providers working with agency-managed participants. As a counselling practice focused on delivering high-quality, person-centred support, we have chosen not to pursue registration at this stage, which means we can work with self-managed and plan-managed participants. This is a completely legitimate and common arrangement — many skilled allied health and counselling professionals operate as unregistered providers within the NDIS framework.

Counselling services typically fall under Improved Daily Living (Support Category 15) in your NDIS plan. This category is designed to fund capacity-building supports that help you develop skills and improve your independence and wellbeing. If you are unsure whether your plan includes this category or has available funding, we recommend reviewing your plan in the myNDIS portal or speaking with your plan manager or support coordinator.

The process depends on how your plan is managed:

  • Self-managed: We invoice you directly after each session, and you reimburse yourself from your NDIS funds via the myNDIS participant portal.
  • Plan-managed: We send your invoice directly to your plan manager, who processes payment on your behalf. You won’t need to pay out of pocket.

In both cases, please let us know at booking that you are an NDIS participant so we can set up the right invoicing arrangement for you.

To set up NDIS invoicing, we’ll need your full name, NDIS participant number, and — if you are plan-managed — the name and contact details of your plan manager. We’ll take care of the rest. If you’re unsure of any details, your NDIS plan documents or myNDIS portal will have everything you need.

Yes, EMDR therapy can be funded through your NDIS plan under the same Improved Daily Living category, provided it is reasonable and necessary and relates to your disability. EMDR is an evidence-based, trauma-focused therapy that aligns well with the NDIS’s goals of supporting participants to manage the impacts of their disability on daily life. We are happy to discuss how our services relate to your individual goals during your free welcome call.

Absolutely. We’re happy to have a conversation during your free 20-minute welcome call to help you understand your options. We can discuss what supports may be relevant, what to ask your plan manager or support coordinator, and whether our services are a good fit for your needs and goals. There is no obligation to book, and it’s a great opportunity to explore what’s possible before committing to anything.

Ready to start your mental health journey? Contact us today to schedule your free 20-minute welcome call and discover how our online counselling and EMDR therapy services can support your wellbeing.

For more information, visit our specialised service pages: