Mumshine Service Agreement

Counselling is a collaborative, supportive space to explore your experiences, emotions, needs and goals. Together we work toward insight, self-compassion, coping skills and meaningful change in areas that matter to you.

Counsellors are unable to diagnose or provide medical advice. We are specialists in emotional processing.

Sessions may include reflective conversation, education, practical strategies and gentle exploration of patterns and experiences. You are always in control of:

• what you choose to share

• setting goals and the pace of the work

• whether an activity or strategy feels right for you

Some sessions may include coaching-style tools or practical supports where helpful, but counselling is not advice-giving, clinical diagnosis or medical treatment. When I use the word “coaching”, it refers to practical, skills-based support within a counselling framework, not a separate unregulated service.

Counselling at Mumshine is neuroaffirming, strengths-based and trauma-informed. Where appropriate, sessions may draw on approaches such as:

• Acceptance and Commitment Therapy (ACT) adapted to be neuroinclusive

• Compassion Focused Therapy

• Dialectical Behaviour Therapy

• Solution-Focused Therapy

• Expressive therapies

• Psycho-education to improve understanding of our brains

These approaches are always adapted to your preferences, goals and learning/communication style. My goal is to work with your brain and preferences - not against it. Let me know if something is not right for you and we can adjust.

Freya is a member of the Australian Counselling Association (member ID 25085) and holds a Masters in Counselling from the University of Canberra and an Diploma in Counselling from the Australian Institute of Professional Counsellors.

She undertakes regular ongoing professional development, especially related to neurodiversity and you can see an up to date list on the about us page.

You have the right to:

• ask questions at any time

• pause or decline any activity, topic or strategy

• request a break or stop a session

• access your records

• provide feedback or make a complaint

• end counselling at any time

Your participation is voluntary and based on informed consent.

I value open communication and aim to provide a safe, respectful and ethical service. If you ever have concerns about your experience in counselling, please let me know so we can talk it through together and work toward a helpful resolution.

You can contact me directly at hello@mumshine.com.au to share feedback, request clarification, or raise a concern.

If we are unable to resolve the matter, you have the option to lodge a formal complaint with the Australian Counselling Association (ACA), of which I am a registered member. Details about the ACA complaints process are available at www.theaca.net.au.

You are welcome to seek support or advocacy when making a complaint if that feels safer or more comfortable.

Mumshine is not a crisis or emergency service. If you are in immediate danger or crisis, please contact 000 or Lifeline on 13 11 14.

If your needs require a different type of support (for example, psychiatric care, diagnosis, medical treatment, or specialist services), we will discuss referral or complementary support options with you..

What you share in counselling is private and confidential.

Confidentiality may only be broken where there is a legal or ethical obligation, including:

• risk of serious harm to yourself or another person

• risk of harm to a child or vulnerable person

• a lawful court request or subpoena

• where you provide written consent for information to be shared (for example, a report or referral)

Wherever possible, we will discuss this with you before any information is shared.

I regularly attend clinical supervision to ensure that I am providing the best care possible for my clients. De-identified material may occasionally be discussed in supervision to support quality and reflective practice.

Sessions are never recorded to protect your privacy and uphold confidentiality. As such I also do not consent to sessions being recorded via clients. If you need a visual example of an exercise, let me know and I will arrange this for you and send it through.

To comply with ACA Ethical Obligations and ensure that I am providing a quality service to you, I make notes of sessions including themes discussed, therapeutic approaches tried, materials shared and any screening assessments undertaking. Counselling records are stored securely in line with our Privacy Policy and kept for a period of 7 years from last session - or longer if required by law.

I may use AI to support with note taking and session summaries. I will always speak with you about this before and gain your consent.

Counselling is a shared process. Your role includes:

• attending sessions where possible, and providing notice if unable to attend

• letting me know if something in counselling does not feel helpful or comfortable

• asking questions when you need clarity

• telling me if your circumstances or safety needs change

There is no expectation to be perfect, productive, or “do therapy right” — your honesty and pacing are what matter.

Your session time is reserved just for you. If you need to cancel or reschedule, please let me know as soon as possible. I will send text and/or email reminders to make it as easy as possible to remember.

Sessions cancelled with less than 24 hours’ notice will incur at the full session fee, as short-notice bookings are difficult to refill.

If unexpected circumstances arise, please contact me — I will always take context and wellbeing into account when applying the policy.

If I ever need to cancel or reschedule a session, I will give you as much notice as possible and offer the next available appointment time.

I provide packages as an option to make support more affordable. To secure the discount, packages must be paid for upfront. You have 12 months to use all 10 sessions and you can ask me at anytime what the remaining session balance is. Any unused sessions will be forfeited after a year (I will contact you and remind you before this happens).

You can cancel at anytime, the balance for any unused sessions will be refunded. This is calculated by multiplying the number of sessions, by the full (undiscounted) session rate and subtracting transaction fees.

Group programs at Mumshine are designed as supportive, neuroaffirming spaces for neurodivergent mums. Groups focus on shared learning, reflection, compassion and connection rather than counselling therapy for individual issues.

We invite all participants to respect confidentiality and privacy. This means:

• you may share your own experiences outside the group

• please do not share other people’s stories, names, or details

While everyone is asked to honour confidentiality, it cannot be guaranteed in a group environment, and we encourage you to share only what feels safe for you.

The facilitator is bound by professional confidentiality, with the same legal and ethical limits that apply in individual counselling (risk of harm, child safety, lawful request, or your consent).

Participation is voluntary. You are always welcome to:

• listen quietly

• pass on an activity

• take a break

• use cameras off, movement, or sensory supports

You are encouraged to take care of your emotional and sensory needs during sessions.

Group programs are not a crisis or therapy service. If strong distress arises, the facilitator may recommend follow-up individual support or referral.

Mumshine groups are grounded in:

• kindness, curiosity, and respect

• neuroaffirming and inclusive language

• non-judgement of different parenting experiences and identities

Harassment, discrimination, or harmful behaviour may result in removal from the group (without refund) to protect participant safety.

Group places are limited. If you cannot attend, please let us know as early as possible.

Missed sessions in multi-week programs are not refundable, but resources may be provided where available.

If a session needs to be rescheduled or cancelled by the facilitator, participants will be offered an alternative time or refund for that session.

By continuing with counselling, you confirm that you:

• understand the nature, purpose and limits of counselling as described in this agreement

• have had the opportunity to ask questions and seek clarification

• understand your rights, including confidentiality, privacy and complaints pathways

• consent to receiving counselling services under these terms

For any concerns or questions, please contact me at hello@mumshine.com.au and I will do my best to answer them.