Terms, Conditions and Privacy Policy - Minds Support Network Australia

Terms, Conditions, and Privacy Policy

Minds Support Network PTY LTD

Minds Support Network PTY LTD is an ASIC registered organisation insured under its own ABN 92 682 326 807 . Minds Support Network PTY LTD trading as ‘Minds Support Network’ has taken out insurance to protect it against public liability and professional indemnity. Minds Support Networks participants and their support teams are subject to the terms and conditions set forth by this page. By using Minds Support Network’s services, you acknowledge and agree that you are bound by the terms and conditions of Minds Support Network. All therapists that provide therapy have also signed agreements that protect themselves, the participant and Minds Support Network. Any user that requests any type of information by way or email, phone or other methods regarding our services, agree to the contents of our Terms, Conditions, and Privacy Policy.

Online Safety and Security

When using our online services, including Google Meet, Zoom, Discord, in-game chat, and phone calls, you, or your guardian or parent accept that there are unescapable risks involved with all manner of online services. Any illicit, suspicious or abusive behavior must be reported to Minds Support Network or your local authorities immediately. We are committed to safeguarding children and vulnerable adults, and we do our utmost to ensure this where possible by providing dedicated chat rooms, private communicative chat methods, clearance checks, in-person support, and accredited counsellors to provide the service during the time of the session. It is up to the parent, guardian and participant to decide which communication method is best for them. Minds Support Network will not be held responsible for any negative outcomes or harm from using the communication methods the participant and their support team have chosen as their means to receive therapy. It is also important to note that all games, online services, social media and communication methods have age restrictions and age recommendations. It is up to the parent, guardian and participant to decide which online service (game, app, social media etc.) the participant uses while they undergo therapy with us, even if that online service may be outside of their current age restriction or age recommendation.

Discord, In-Game party chat and games outside a users age

Firstly, Discord is a form of social media. We do not recommend any child under 13 having unrestricted and unsupervised access to a Discord account. The same can be said about in-game party chat in any game that is age recommended beyond the age of the participant. Both Discord and using games outside a child’s age restrictions or recommendations requires parental awareness, supervision and consent. Discord is age restricted for 13+ however many of our participants’ parents/guardians create an account which remains the ownership of a responsible adult and under their supervision to be used for sessions. Under the supervision and control of a parent or guardian all internet activity regardless of communication type or age restriction will always need to be monitored and safeguarded at the parents or guardians end. All parents and guardians must consent to their child using whichever game and communication method they wish to use at their end. We will provide the service on the safest platform where possible yet want our service to remain accessible to all via whichever communication is preferred by the participants family and support team. You accept that there are unescapable risks involved with all manner of online services. If you do not wish to use Discord under your own account or you do not give consent for your child to use Discord or in-game party chat in games outside a child’s recommended age, please advise this to your therapist who can arrange alternative arrangements. Minds Support Network holds no responsibility of any negative effects to our participants or their family by the use of any online medium whether that be directly or otherwise. The parent, guardian or participant holds full accountability and responsibility for their online safety.

Qualified Healthcare Specialists

A ‘Minds Support Network Therapist’ is a qualified healthcare professional. In the circumstances where therapy is required by a qualified specialist, these will be conducted by qualified therapist and charged as such. This is the case for all our Counselling, Speech Therapy, Psychology, Occupational Therapy, Cognitive Behaviour and Psychotherapy sessions. All therapists that conduct these type of sessions have all been qualified and accredited to the extent that makes them termed as one of the above such healthcare specialists. Minds Support Network takes great care to screen and select its therapists. All Australian programs are run by therapists residing in Australia and we have checked to the best of our ability the current status of their Australian WWCC (Working With Children Clearance) and police clearances. By using our services, you agree to use our services at your own risk and to consult a physical qualified professional if you have any concerns about your mental or physical health.

Minds Support Network is not a Crisis Support Provider

Minds Support Networks is not a crisis support provider. While we offer a safe space for connection and community, we are not equipped to provide emergency or crisis support. If you or someone you know is in immediate danger of self-harm or harm to others, please seek help from a dedicated crisis support provider. In the UK, you can contact the Samaritans (116 123) or emergency services (999). In Australia, you can contact Lifeline (13 11 14), Beyond Blue (1300 224 636), or emergency services (000). Participants, their families, and support teams are responsible for seeking additional support as needed and should not rely solely on Minds Support Networks in crisis situations.

Online therapy and physical support for participants

Online therapy has its limitations, and it’s essential for participants, parents, guardians, or support teams to acknowledge these constraints. While our online platform provides a safe and supportive environment, it’s crucial to ensure that participants are in a physically safe space during sessions. It’s the responsibility of participants, parents, guardians, or support teams to guarantee that the participant has access to physical support in case of emotional turbulence or crisis scenarios. This may include being nearby and readily available to provide emotional support if needed. We will need to be notified if someone other than the participants will be in the sessions however due to confidentiality. By acknowledging these limitations and taking necessary precautions, we can work together to provide a safe and effective online therapy experience.

Minds Support Network is not a psychiatric service

Minds Support Network offers online support services to individuals seeking support (emotional or otherwise), advice, counselling and guidance. However, it is important to note that Minds Support Network does not offer psychiatric services or treatments. Our services are intended to provide general support and are not intended to replace professional medical or therapeutic treatment. If you require medical attention or psychiatric services, you should contact a trained and qualified psychiatric who can provide you with the appropriate treatment. By using our services, you acknowledge and accept that Minds Support Network does not provide medical or psychiatric services and that our services are not intended to replace professional medical or psychiatric treatment.

You agree to use our services at your own risk and to seek professional medical or psychiatric treatment if necessary.

Accessing our services outside of Australia

While Minds Support Networks is an Australian company, we may provide services to participants in other countries, including the United Kingdom. Please note that our services are exported from Australia and remain under the governance of Australian laws and regulations. If we operate in other countries, we ensure compliance with local and national laws, including providing counsellors who meet the required registrations, accreditations, qualifications, and insurance standards of the relevant country. This ensures that our participants receive high-quality support while adhering to the regulatory requirements of their jurisdiction.

Advice, Counselling and Guidance

Minds Support Network offers online support services to individuals seeking support, counselling, advice, and guidance. While our Therapists may offer advice and guidance based on their experience and training, it is ultimately up to the user, guardian or carer to decide what to do with that advice. Our services are intended to provide counselling and general support and are not intended to replace professional medical or psychiatric treatment. By using our services, you acknowledge and accept that any advice or guidance provided by our Therapists is not intended to replace professional medical or therapeutic treatment and that you are responsible for deciding whether to follow that advice. You also acknowledge and accept that Minds Support Network is not responsible for any consequences resulting from following or not following the advice or guidance provided by our Therapists.

You agree to use our services at your own risk and to consult a trained and qualified specialist if you have any concerns about your mental or physical health.

It is up to the participant, guardian, support coordinator or carer to decide the suitability of our services

Minds Support Network will not be held responsible for any negative experiences resulting from the use of our services. We provide support and assistance only. It is up to the user or carer to decide whether our services are suitable for their needs. By using our services, you acknowledge and accept that Minds Support Network are not responsible for any negative experiences, including but not limited to dissatisfaction with the support, assistance or any advice or guidance provided.

You also acknowledge and accept that you may cease using our services at any time if you are not satisfied with the quality of our support, advice or guidance. Furthermore, you understand that Minds Support Network do not provide physical healthcare or psychiatric services, and any decisions made based on the support, advice or guidance provided by our services are the sole responsibility of the user or carer.

By using our services, you acknowledge and accept that Minds Support Network will not be held responsible for any negative experiences that may arise from the use of our services. If you have any concerns or questions about our terms and conditions, please contact us via our form.

Right to refuse treatment

Minds Support Network reserves the right to refuse treatment at any time under specific circumstances. These circumstances include, but are not limited to:

Abuse: If a participant engages in abusive behavior towards the Therapist or other participants, we may refuse further treatment. Abuse includes verbal, emotional, or physical harm.

Adding Unvetted Participants: For safety and security reasons, we do not allow unvetted participants to join therapy sessions. If a participant adds unauthorized individuals to a session, we reserve the right to refuse treatment.

Bullying: Any form of bullying, harassment, or intimidation within the therapy environment is unacceptable. If a participant engages in such behavior, we may terminate their treatment.

Sexual Advances: Inappropriate sexual advances or misconduct towards the Therapist or other participants will result in immediate refusal of treatment.

Safety Concerns: If any situation arises that jeopardizes the safety or well-being of the Therapist or the participant, we retain the right to discontinue treatment.

By participating in Minds Support Network’s therapy services, you agree to adhere to these terms and conditions. Our priority is to create a safe and supportive environment for all participants.

Cancellation Policy

Short Notice Cancellation

This is a short notice cancellation occurs when a participant:

Does not show up for a scheduled support within a reasonable time.
Is not present at the agreed digital location and within a reasonable time when the provider has allocated time to deliver the support.
Gives less than two (2) clear business days’ notice for a cancelation or reschedule.

Refunds and Exemptions

The NDIA refunds up to 100% of the agreed support price only in case of a participant’s short notice cancellation.
Cancellations made 2 business days or more in advance are considered reasonable and are therefore exempt from the full charge of the session.
The NDIA will not refund for reasonable-notice cancellations.

Importance of Clear Communication

Protecting providers’ income and their workers income is the primary purpose of this cancellation policy while being sympathetic to the needs of the participant.

Verified Internet Outages

If a session is cancelled due to a verified internet outage caused by maintenance, storms, or other verified factor, no cancellation fee will be charged. To be considered verified, the client must provide evidence of the outage from a reliable source, such as their internet service provider.

Force Majeure

In cases of force majeure, such as natural disasters or acts of war, the client may be eligible for a refund or rescheduling of the session.

Rescheduling Sessions

Attempts to reschedule sessions by the participant or their support team with less than 2 clear business days are classed as cancellations. This is due to Minds Support Network allocating time and resources at a specific date and time that with short notice, they cannot fill.

Missed sessions are non-refundable

Any missed calls resulting from the non-attendance of the user are non-refundable. By using our services, you acknowledge and accept that you are responsible for attending your scheduled sessions. If you fail to attend a scheduled call, you will not be entitled to a refund for any missed sessions. You also acknowledge and accept that it is your responsibility to ensure that you are available for scheduled sessions at the agreed-upon time. If you are unable to attend a scheduled session, you must inform us as soon as possible to reschedule the session. By using our services, you acknowledge and accept that any missed calls resulting from non-attendance within a 2 business day period by the user are non-refundable.

Privacy Policy

Minds Support Network takes your privacy very seriously and makes every attempt to protect your personal data. However, by using our services, you acknowledge and accept that your data may be shared with other brands under ‘Minds Support Network PTY LTD’. We may share your data with our other brands for a variety of reasons, including but not limited to managing our services, improving our services, or for marketing purposes.

We may collect personal information from you when you visit this website. This may include your name, contact details (such as address, email, and phone number), and other relevant information necessary to provide our services. These communications may include offers or promotions for products or services that we believe may be suitable for you based on your use of our services or your expressed interests. You may opt-out of these communications at any time by following the instructions provided in the communication or by contacting us directly.

Please note that we may also share your personal data with third-party service providers who assist us with our services, such as payment processors or cloud storage providers. We take great care in selecting these providers and ensure that they comply with all applicable privacy laws and regulations.

By using our services, you acknowledge and accept that your personal data may be shared with our other brands and with third-party service providers. You also acknowledge and accept that we may use your data for marketing communications. If you have any concerns or questions about our privacy policy, please contact us via our form.

Minds Support Network High-Risk Therapy Waiver and Disclaimer

Introduction

Minds Support Network (“MSN”) strives to provide a safe, private, and supportive environment for online counselling within a gaming platform. We utilize where possible secure file keeping, private video links, private chat rooms, and dedicated supervising staff for online sessions. However, due to the inherent limitations of online platforms, we cannot and will not guarantee complete privacy and safety.

Understanding the Limitations

By using MSN’s services, you acknowledge and accept the following limitations and risks:

Limited Control over Participant Environment: We cannot control your physical environment during sessions. This means we may be unable to intervene as effectively in situations of self-harm, harm to others, or injury caused by surrounding objects.
Technical Difficulties: Online platforms and games can experience technical issues like disconnections or lag. These interruptions could hinder communication and impact the effectiveness of the session.
Limited Non-verbal Cues: Online counselling relies heavily on verbal communication. We may miss important non-verbal cues that could provide deeper insight into your emotional state.
Privacy and Security Concerns: Gaming platforms and online communication methods are internet-based services and may be at risk of hacking attempts, online predators, harmful content and other dangers. As such, there may be limitations on data security and privacy. Though we do our utmost to provide privacy where possible, secure communication, and participant/data privacy, we cannot and will not always guarantee complete confidentiality. It is up to the participant, parent or guardian and support team to provide consent for a participant to use our service with the complete awareness of these dangers.
Supervision and Control: You have provided a safe space for the participant where you are in control of all online activities and done all that is necessary to prevent misuse or exposure to threat by using online services.
Age inappropriate online services: Many online platforms and games have age restrictions and recommendations. It is up to the participant, parent or guardian and support team to provide consent for a participant to use our service with the complete awareness that the participant may be using online services outside of their recommended or restricted age.
Honesty: You have provided us with complete and accurate information regarding your healthcare requirements so that we can properly administer an online counselling service.

Disclaimer of Liability

By using MSN’s services, you acknowledge and accept the following:

MSN is not a substitute for professional in-person therapy or emergency services. We are a counselling and supportive gaming service only.
We cannot be held liable for any harm or injury, including self-harm, harm to others, exposure to online dangers or property damage, that may occur during or after online counselling sessions. You are solely responsible for ensuring your safety and well-being during online sessions.
Individuals in crisis situations or with severe mental health concerns should seek in-person specialist help from a qualified psychological professional.

Our understanding of ‘High-Risk’

Minds Support Network (MSN) defines high-risk behavior as any action that could lead to serious harm or loss of life, including:

Self-harm: This includes any deliberate act of injuring oneself, such as cutting, burning, or overdosing on medication where the act could lead to serious injury or loss of life either intentionally or accidentally

Harm to others: This includes any act of violence or aggression towards another person.

Critical property damage: This includes any significant destruction or damage to property.

Exposure to online dangers: This includes purposeful direct or indirect exposure to online predators, harmful content, bullying and any negative outcome from misuse or lack of parental or support team control of using online services

Previous history of High-Risk behaviour

If you have a previous history of High-Risk behaviour, you understand and accept that:

Historic abuse: We can only provide counselling to those who are no longer self-harming to a stage where there could be serious injury or loss of life, harming others or regularly critically damaging property. In cases of behaviour that are/were deemed high-risk we may request that the participant has already sought clinical and professional psychological and psychiatric help to address these issues. This will be discussed with you on a case-by-case basis.
Supervision: We may suggest a healthcare assistant or guardian be present during online sessions to ensure yours and others safety. This will be discussed with you on a case-by-case basis.
Professional Evaluation: We strongly recommend that individuals with a history of self-harm or other serious mental health concerns have been evaluated by a qualified psychologist or psychiatrist before participating in online counselling. In most cases, where there is a history of self-harm, harming-others and critical property damage, we require that psychological and psychiatric intervention has already been administered before using our services.
Purposeful exposure to online dangers: We recommend that all vulnerable participants have their online activity controlled, monitored and supervised if there is a history of direct or indirect exposure to themselves of online dangers.

Cancellation of service: Due to the high-risk involved, MSN reserves the right to cancel your service at any time if the risk is deemed too great to manage with care.

Additional Information

We encourage you to carefully review these documents before registering for our services.

Registration and Acceptance

By registering for MSN’s online gaming counselling service, you confirm that:

You understand and accept the limitations and risks outlined in this document.
You have reviewed the Minds Support Network Privacy Policy and Terms of Use.
You are solely responsible for the safety and well-being of yourself, the participant and any other party within the general proximity of the participant during online sessions.

Emergency scenarios

In case of emergency during a session, please immediately contact:

Emergency Services Australia 000

Emergency Services UK 999

Additional Considerations

Mandatory Reporting: MSN may be required by law to report suspected child abuse or neglect.
Suicidal Ideation: If you express suicidal thoughts or ideation during a session, MSN counsellors will take steps to ensure your safety, which may include contacting emergency services or trusted contacts.

Updates to High Risk Disclaimer

MSN reserves the right to update this disclaimer at any time. We encourage you to review this document periodically for changes.

Acknowledgement of using Minds Support Network

By submitting a request to Minds Support Network via any means, you acknowledge and accept the terms and conditions outlined in our terms and conditions and privacy policy.

You understand that Minds Support Network may offer advice and guidance, but it is up to you or your carer to decide what to do with that advice.

Minds Support Network will not be held responsible for any negative experiences resulting from the use of our services. You understand that the sessions with our support workers may be recorded for quality and training purposes.

You also acknowledge and accept that Minds Support Network is not a healthcare provider and does not offer any psychiatric services or treatments. Any missed calls resulting from the non-attendance of the user are non-refundable.

You understand that Minds Support Network may share your personal data with its own brands and with third-party service providers for various reasons, including marketing communications.

If you have any concerns or questions about our terms and conditions or privacy policy, please contact us via our form. Minds Support Network has the right to update their terms, conditions and privacy policy at any time.