These FAQs are here to help you understand the support and services we offer at Hills Sanctuary House. If your question isn’t here, please contact our friendly team. We’re here to assist you every step of the way.

Counselling FAQs

We offer individual therapy, couples therapy, and family therapy to address personal wellbeing, relationship dynamics, and family connections.

Our clinicians are fully qualified, registered professionals experienced in trauma-informed, evidence-based practice. While our team identifies with Christian faith, all therapy is client-led, respectful of your values, and focused on your goals.

  • Individual sessions are typically 50 minutes.
  • Couple and family sessions are approx. 80 minutes.
  • The number and frequency of sessions will be agreed upon between you and your practitioner.

Your first session is an opportunity for us to get to know you—your story, your goals, and what brings you here. We’ll explain confidentiality and work together to create a plan for your therapy journey.

– You submit an online enquiry.
– Our care team contacts you within 14 business days to clarify your needs.
– The clinical team reviews your information and checks clinician availability.
– If suitable, you receive intake paperwork (consent, policies, privacy) via Zander, our secure practice management software.
– Once paperwork is complete, your clinician contacts you to confirm your first session.

We’ll let you know promptly and help you access alternative support options, such as referrals, community programs, or our waitlist, so you’re not left without guidance.

Fees vary depending on the service and clinician. If your clinician is Medicare-registered and you have a valid Mental Health Care Plan from your GP, you may be eligible for a rebate. Some private health funds also provide rebates for counselling.

We follow NSW laws and professional ethical standards. All records and forms are securely managed through Zander. Information is only shared if legally required or if there is a serious risk of harm.

Yes. For clients under 18, a parent or legal guardian must provide written consent before therapy can begin. We also involve families in a way that supports the young person’s wellbeing and autonomy.

General FAQs

Our office is open 8:30 am to 5:30 pm, Mondays only. Some clinicians may offer evening or weekend times by arrangement.

We are located in the Hills District of Sydney, NSW, accessible to surrounding suburbs. Free parking is available on-site. A map will be provided once your session is confirmed.

Yes. We provide counselling for children, adolescents, and families. Parental or caregiver consent is required, and we work collaboratively with families in a supportive way.

No, we are not a crisis response centre but help is available out there. If you need urgent or emergency mental health help, please contact:

  • Emergency: 000
  • Lifeline: 13 11 14 (24/7 crisis support)
  • Kids Helpline: 1800 55 1800
  • Suicide Call Back Service: 1300 659 467
  • NSW Mental Health Line: 1800 011 511

Please give us at least 24 hours’ notice to avoid cancellation fees. Contact our reception team directly to reschedule.

Payment is required on the day of your appointment. We accept credit/debit cards and bank transfers. Payments are handled securely via Zander, and we issue receipts for rebates when applicable.

Hills Sanctuary House is built on Christian values like compassion, dignity, and hope, and we aim to provide a safe sanctuary for everyone. You don’t need to share these beliefs to receive help — we welcome people of every faith, culture, and background. Your values and goals always guide your care.

Yes. As a registered charity, we greatly appreciate any donations that can be made to further our work at Hills Sanctuary House. All donations are tax deductible. If you’re interested in partnering with us financially, you can contact us here.

You are always free to contact us here. We will aim to respond to your request as quickly as possible.

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