Frequently Asked Questions

We know that starting therapy is a process. It can be daunting, questions on how it all works will come up and for some, therapy might take that little bit of time before it clicks.

To help you get going, we’ve put together a list of answers to the most common questions we are asked and work with our clients on daily.

If after this you’re still unsure or would like to know more about something, just give us a a call on (02) 9212 5469 or email us at hello@theindigoproject.com.au so we can support you on your journey.

Who to contact if you are in crisis

The Indigo Project is not a crisis service.

  • If you are in a crisis, if you are experiencing suicidal or homicidal thoughts, or somebody else is in danger, DO NOT use this service.
  • Call 000 or use these contacts for immediate crisis support 24 hours a day, 7 days a week:

Lifeline 13 11 14 - A crisis support and suicide prevention service for all Australians.

Mental Health Line 1800 011 511 - The Mental Health Line offers professional help and advice for everyone. Operates 24 hours a day, 7 days a week.

Beyond Blue 1300 22 4636 - Beyond Blue provide support to address issues related to depression, suicide, anxiety disorders and other related mental illnesses.

Suicide Call Back Service 1300 659 467 - A free service for people who are suicidal, caring for someone who is suicidal, bereaved by suicide or are health professionals supporting people affected by suicide.

Kids Helpline 1800 55 1800 - A counselling service specifically for young people aged between 5 and 25.

Parentline 1300 1300 52 - Parent Line is a free telephone counselling and support service for parents and carers with children aged 0 to 18 who live in NSW.

What is The Indigo Project?

We are a progressive online counselling practice, providing telehealth services with our passionate and experienced team of psychologists, psychotherapists & counsellors, coaches and therapists.

Whether you are looking for short or long term support through a challenging time, or looking to discover your potential, we want you to feel comfortable on every step of the journey.

Read more about Our Story 

Telehealth: About Therapy and Online Counselling

What can I expect from therapy? What is therapy like?

Every therapist is different and their therapeutic style and personalities are all unique. However, all of our Indigo practitioners will hold a compassionate and non-judgmental space for you, where you are free to be who you are. Your therapist is there to listen to you, guide you, and help you overcome life’s challenges.

Generally, you’ll spend the first session getting to know each other, talking about your history and what it is you’d like to work through. From your second session onwards, you’ll get to go deeper, peeling back the layers and all the while learning practical strategies to help you transform and grow.

At Indigo we encourage our clients to have at least 10-20 sessions, because we believe that therapy is a long-term journey of commitment, growth and investment in yourself. After seeing your therapist for a while, you may continue to book occasional check-in sessions as you feel more confident doing life with the knowledge and tools you have gained.

Who is online therapy for?

Everyone is welcome to attend online counselling or therapy with one of our practitioners at The Indigo Project.

Online counselling or therapy is an accessible, safe and convenient option for those who are unable to attend face-to-face appointments, or simply prefer to meet online. Whether it be a busy schedule due to work and family, health-related reasons or distance, online counselling can help you.

What issues are suited for online therapy?

Our team of trained clinical psychologists, psychologists, psychotherapists and counsellors attend to a range of common mental health issues such as depression, anxiety, stress, grief and loss, life transitions, relationship issues and more.

A number of practitioners also specialise in areas such as sexuality, gender and identity, addiction, sports and performance, personality disorders and therapy for children and adolescents.

Several therapists also provide services in marriage counselling and couples therapy.

Finding the best psychologist or counsellor for me - where do I start?

We highly encourage you to view our practitioners and use the filtering options to find a psychologist or counsellor who can help you with the issues you are seeking help for.

Meet our therapists and what they can help you with here.

If you need help, our Therapy Matchmakers team will be able to match you with a practitioner. Give us a call on (02) 9212 5469 or email us at hello@theindigoproject.com.au so we can support you on your journey.

What if I can’t see the therapist I had in mind?

Our therapists typically have capacity to see several new clients each month. However these openings can get filled up fast from those who have been on a waitlist. If there is someone that you particularly want to see but is currently unavailable, we can place you on a waitlist until there is an opening.

If you prefer to attend an online counselling session sooner, our Therapy Matchmakers can help you find an alternative practitioner based on your needs and what you are looking to achieve in therapy.

Meeting a therapist for the first time can feel like a first date. If you don’t connect with your therapist on your first or second session, we’ll pair you with a new practitioner and your next session will be on the house* as part of our Perfect Match Promise.

*Terms and conditions apply.

Can I make an appointment for my child or dependent?

If you are the parent or legal guardian of a minor, you will need to make an appointment online or via the phone.

We have many psychologists, psychotherapists & counsellors who have experience dealing with children and adolescents in therapy. See who can help here.

Someone I know needs counselling. Can I book an appointment for them?

Those who require online counselling or therapy will have to make an appointment directly with The Indigo Project via our online booking form or on the phone. We do not accept bookings on behalf of an individual or couple from a third party unless as part of an insurance plan, support scheme or similar arrangement.

We want marriage or couples counselling. Can we see a couples counsellor together?

Couples are welcome to attend online therapy sessions together with one of our couples therapists.

Do I need to do anything before my first session?

We recommend setting up for your online therapy session 5-10 minutes before it commences. Make sure your computer or phone microphone and video is working, and that you are comfortable and ready to sit through your session uninterrupted. View the guide for our telehealth conferencing system, Healthdirect.

There’s zero pressure to prepare anything for your first session but if you find it helpful, you can jot down some points about specific things you’d like to work on or discuss with your therapist.

Are my therapy sessions confidential?

Everything you discuss with your therapist here at Indigo is absolutely confidential, and will not be shared unless you or someone else is at risk of serious harm.

How do I pay for my online therapy session?

For first time clients, payment is made via debit or credit card at the time of booking. For returning clients, there are a number of payment methods available such as authorised direct debit or online via the payments link on your invoice.

GP Referral & Mental Health Care Plan

What’s the difference between a GP Referral and a Mental Health Care Plan?

A GP Referral acts as a cover letter from your GP to The Indigo Project (or your specific psychologist). It explains to us why you’re being referred, what type of plan you’re on (Initial, Review or Better Access Pandemic) along with the number of sessions with a psychologist you’re eligible for (6, 4 or 10).

A referral also includes your GP details, their provider number and their signature. Your Mental Health Care Plan isn’t valid without one of these.

A Mental Health Care Plan (MHCP) is a more structured document with specific sections for the GP to fill out regarding your circumstances and medical history. It needs to specify a Medicare item number as this will tell your practitioner whether it is your initial plan or a review. It should also be signed and dated by your GP.

What information do I need on my referral for it to be valid?

Initial plan 

  • Your GPs provider number, address, phone number, full name and signature
  • Your full name and date of birth.
  • Date of Initial Plan.
  • The type of referral and the number of sessions it provides, e.g. Initial = 6, Review = 4, Better Access Pandemic = 10.


We also need your GP to provide a Mental Health Care Plan to go with the referral. This includes more background information about you which will help your practitioner create the best strategy to support you.


Review Plan

  • Needs to contain the GP details (provider number, address, phone number, full name and signature)
  • Addressed to the Indigo Project
  • Specifies an item number eg 2712 or specifies type of plan eg 'review'
  • Needs to specify the number of sessions (4 - 6)

BAPS Referral

  • Needs to contain the GP details (provider number, address, phone number, full name and signature)
  • Addressed to the Indigo Project
  • Specifies an item number eg 2712 or specifies type of plan eg 'review'
  • Specifies it is a Better Access Pandemic Scheme (BAPS) review
  • Allocates 10 sessions

Can I use my Mental Health Care Plan Referral if it is addressed to another practitioner or clinic?

Unfortunately, no. Medicare will not allow us to accept a referral unless it is addressed to either The Indigo Project or to your specific practitioner.

When do I need to get a new referral/Mental Health Care Plan?

You need a new referral and mental health care plan when you have used up the number of sessions on your current plan.

For example, your initial plan will be for 6 sessions, followed by a review which will give you 4 sessions, followed by another review for the pandemic scheme which will give you another 10 sessions. (This means you’re now eligible to claim for 20 sessions per calendar year, which is pretty cool).

Understanding Medicare Rebates

What’s a Medicare rebate and can I get one?

Medicare rebates allow you to get a chunk of your session fee paid for by the Aus government. You can qualify for a rebate by grabbing a referral from a GP, along with an up-to-date Mental Health Care Plan.

Please note, this applies only when you see one of our Psychologists/Clinical Psychologists (Psychotherapists, Counsellors & Coaches, unfortunately, don’t qualify for the rebate).

How much are the Medicare rebates?

The Medicare rebate depends on the type of psychologist you see.
If you’re seeing a registered or senior psychologist, the rebate is approximately $88, but if you’re seeing a clinical psychologist, it’s about $130 (check out the table below…)

How it works is, you pay the up-front full fee to us, and then claim the rebate following your session (directly through Medicare).

Type of Psychologist Up-front Full Fee Medicare Rebate  Total out of pocket expense as of 1 July 2021
Registered Psych $220 $88.25 $131.75
Senior Psych $255 $88.25 $166.75
Clinical Psych $295 $129.55 $165.45

How do I claim my Medicare rebate payment?

After you’ve paid the up-front full fee and have had your session with us, we’ll send you an invoice.

This invoice will have all the information you need to lodge your claim directly with Medicare using the Express Plus Medicare App on your smartphone. Check out our blog which shows a simple step-by-step guide on how to set this up.

Once you’ve lodged your claim correctly, you’ll receive a rebate payment from Medicare directly into the bank account that you have linked to your MyGov account.

How long does it take to get my rebate?

It can take up to 7 days for the rebate to land in your bank account, however, the average wait time is 24 - 48 hours.

Do you offer Bulk Billing?

We do not currently offer Bulk-Billing services. Best to ask your GP about clinics that offer bulk billing near you.

How many sessions can I claim on Medicare?

In a cool move by the Aussie government, you are now eligible to claim rebates for up to 20 sessions with a psychologist per calendar year (e.g. Jan 2022- Dec 2022).

An Initial Mental Health Care Plan and a GP Referral Letter will qualify you for 6 (Initial) sessions with a psychologist before you’ll need to go back to your GP for a Review.

Once you’ve had your review with your GP you’ll be eligible for another 4 (review) sessions with your psychologist.

After those 4 (review) sessions, you’ll need to go back to your GP again for another review which will release the extra 10 (Better Access Pandemic) sessions.

What if I need to cancel or want to reschedule my appointment?

If you need to reschedule or can't make your appointment we will need AT LEAST 48 hours notice (or the full session fee will apply).

This gives us enough time to find someone to take your spot and not leave your practitioner without a filled appointment slot. Please note that we only accept cancellations over the phone or via email (sorry, no SMS).

Phone us at (02) 9212 5469 or hello@theindigoproject.com.au.

If the original appointment was booked online via our online bookings calendar, the appointment can be cancelled online using the link provided in the online bookings confirmation email (as long as it is outside the 48 hour period). Otherwise please contact us to rearrange a new booking time.

What else does The Indigo Project do?

Our courses, workshops and events are designed to transform the way you think, feel and live.

Not ready to commit to therapy? Indigo founder Mary Hoang has created Get Your Sh*t Together, a self-directed digital course for those who want to develop greater self-awareness, tackle stress and anxiety, and learn practical skills to help heal, grow and thrive in life.

Mary has also written a book Darkness is Golden: A Guide to Personal Transformation and Dealing with Life's Messiness that combines her experience in the therapy room with unique audio experiences framed by her research in music psychology.

Available for free download are a number of toolkits to help you combat your depression, deal with your anxiety or transform your relationships.

Although an online counselling practice, The Indigo Project believes in the power of community, and we often host events throughout the year. Keep an eye out for events such as Listen Up, a contemporary digital sound bath some describe as a “soundtracked therapy session”.

We are also available for corporate events, workshops and related projects. Please contact us at hello@theindigoproject.com.au if you’d like to know more.