FAQs.

Browse the topics below to find the answers to your questions. We've tried our hardest to provide a response for everything you might want to know, so you can use My Mirror in a seamless and informed way.

General

Who is My Mirror?

We are an online stepped care psychology service to support all Australians. When you want. Where you want.

My Mirror is the first service of its kind, aiming to solve the mental health crisis at a scale that is representative of the problem. We want to make a social contribution by working to normalise the use of mental health services. We bring psychological support into the twenty-first century, delivering a highly accessible, convenient and cost-effective solution in a world where psychological distress is becoming an increasingly significant burden on individuals, our society and our economy. My Mirror psychology services are run entirely and seamlessly through our safe and secure automated online platform, and our matching system connects you with the right psychologist at the right time.

Where do I start my session?

Your session is completed within your My Mirror account. You do not need any 3rd party downloads.

Simply log-in to your account and go to your Sessions Tab, left hand side. 5-mins ahead of your session time you will see 'enter session' appear on the booking. Click ‘Enter Session’ and your video will pop up in your current browser once your psychologist connects.
 

Our 'getting started' video also provides a helpful overview for your convenience Starting your session.


If you have any problems connecting, please see our Troubleshoot FAQs below or reach out via live chat or 1800 809 406. 

Who can use My Mirror?

My Mirror is an online psychology service available to anyone (within Australia) aged 13 years and over.

If you are aged 16 years or under, by using the My Mirror service you confirm that you have parental, guardian or GP consent.

Note: If you are under 13 years of age and interested in using our service, please contact our admin team on 1800 809 406 or info@mymirror.com.au. This will allow us to help you find a psychologist suited to your needs and explain the parental, guardian or GP consent we require before you use our service.

I'm under 16 years old. Can I use My Mirror?

My Mirror is an online psychology service available to anyone aged 13 years and over. However, if you are aged under 16 years, by using the My Mirror service you confirm that you have parental, guardian or GP consent.

Note: If you are under 13 years of age and interested in using our service, please contact our admin team on 1800 809 406 or info@mymirror.com.au. This will allow us to help you find a psychologist suited to your needs and explain the parental, guardian or GP consent we require before you use our service.

What mental health concerns do your psychologists cover?

My Mirror's psychologists have experience working with a wide variety of mental health concerns including (but not limited to): anxiety, panic, sleep concerns, low mood, depression, adjustment difficulties, trauma-related disorders, post-traumatic stress disorder (PTSD), LGBTQ issues, eating disorders, obsessive-compulsive disorders, relationship issues, self-esteem, anger issues, drug and alcohol concerns.

Who will I be speaking with in my sessions?

You will be speaking to a trained and registered My Mirror psychologist in your sessions. All of our wonderful and trusted psychologists have been individually approved by a team of us at My Mirror, to ensure they uphold the highest of standards in ethical and research-based care.

Our psychologists are available via online video conferencing (with the option of choosing audio only if you wish). After you create an account, you can start browsing for a psychologist. To save you time and effort, we’ve developed distinctive automated matching technology that finds the right psychologist for your individual needs – optimising your results the first time you reach out.

What's the difference between a registered psychologist and a clinical psychologist?

All psychologists in Australia hold general registration with the Psychology Board of Australia, meeting high standards in education, training, supervised practice, ethical and professional standards, and ongoing professional development.

To be eligible for general registration as a psychologist, in addition to the minimum qualification of four years accredited study, applicants must have also completed either one year of accredited postgraduate study and one years supervised clinical practice, or two years supervised clinical practice.

A Clinical psychologist must meet the above requirements as well as having completed specialised two year post-graduate clinical training (such as a Master of Clinical Psychology).

All psychologists (both General and Clinical) undertake continual education and learning in evidence-based psychological approaches to assessment, diagnosis and treatment of a wide range of populations and concerns.

Whichever type of psychologist, you should expect the same quality of care, ethical behaviour and standards of practice

Is My Mirror the right fit for me?

If you're looking to develop the tools required to build agency and strengthen your psychological resilience, then My Mirror is the right digital psychology service for you. We want to connect you with the right therapist for your needs, so you can take control of your mental wellbeing and become a healthier you with more productive relationships. My Mirror psychologists are all fully equipped with a wide range of expertise, and help treat the full range of Australians with varying levels of psychological distress.

Our psychologists treat specific mental health concerns such as, or associated with: stress, anxiety, depression, prenatal and post natal depression, relationships, parenting related issues, family conflict, addictions, drugs and alcohol, sleep issues, eating disorders, LGBT matters, bullying, trauma, post traumatic stress disorder (PTSD), religion, self-esteem, grief and more.

My Mirror will not be able to offer the right solution for you if:

  • you are in an urgent crisis or an emergency situation
  • you have had suicidal thoughts or thoughts of hurting yourself or others
  • you are a minor and under the care of a legal guardian
  • you have been diagnosed with a severe mental illness
  • you have been advised to be in psychological supervision or psychiatric care
  • you were required to undergo therapy or counselling either by a court or  by any other authority, or
  • you do not have a device that can connect to the internet or you do not have a reliable internet connection.
Is My Mirror available Australia wide?

That's right! My Mirror is an Australia wide digital psychology service accessible for all Australians. Where you want. When you want. If you happen to be travelling interstate or overseas, and you'd like to continue your My Mirror psychology services, all you have to do is have access to an internet connection and a device.

Can I choose to be anonymous when speaking to a My Mirror psychologist?

We have designed our secure and safe online platform so that you can choose to be anonymous or provide a nickname during your sessions. This is one way that we are reaching out to help Australians who might have previously been concerned about seeking therapy because they didn't want to be identified by a face-to-face psychologist. We are on a mission to break down this stigma.

However, all psychology practices are required by law to take down some of your details. This is also the case when you sign up to My Mirror. You can rest assured that our secure online platform has been purpose built  with security and privacy in mind, and meets the highest standards of safety, to keep your information secure and private at all times.
For more information on privacy and security, read our privacy and security FAQs and our Terms of Service.

How do I prepare my space and technology for my online psychology session with My Mirror?

There are a few things you can do to prepare your space and technology before your online psychology session.


  1. Create a therapeutic space – choose a comfortable, quiet and private space where you are unlikely to be disturbed
  2. Limit distractions – turn off your phone and close down all apps and browsers on your computer that won’t be used for the session (this is also important to prevent other apps from overriding your video and audio components of your device that are needed for your session)
  3. Check your tech – ensure you use a desktop or laptop with a webcam, microphone, headphones and a reliable internet connection

Setting up your tech 

It is a good idea to check your internet connection and spend a small amount of time setting up your device before your first online therapy session.

Your device should have a minimum level of computer hardware and software infrastructure to satisfactorily perform the online telehealth consultations. Here is how you can check this:

  1. Types of devices – you must have either a desktop computer, phone or tablet with microphone and camera. The camera on your device should be at least 720p resolution (1280x720 pixels). Most devices with built-in cameras meet this requirement.
  2. Extra privacy – you might like to use headphones during your session for an added layer of privacy.
  3. Consider your web browsers – for Android and Linux devices, Chrome and Firefox are suggested browsers to use when logging into your My Mirror account and undergoing your session . For iOS devices, Safari is your option. For MacOS devices, Chrome, Firefox and Safari are suggested. For Windows devices, Chrome, Firefox and Edge are suggested.
  4. Internet speed – the minimum requirements for a ‘good experience’ with video and audio are: download: 1.5 Mbps; upload: 1.5 Mbps. While most internet companies provide speeds faster than this, you can still use our platform with a slower internet speed but the video might not be as clear or you may need to turn off the video component to prioritise consistently clear audio quality. Test how fast your internet connection is by visiting iinet. If you feel your internet connection can sometimes be unreliable when numerous people are using it, it is recommended that no one else is using your internet connection at the same time as your session, and that bandwidth is not being used by other applications on your device. 
  5. Prioritise relevant browsers and apps – ensure all other web browsers and apps are closed during your online therapy sessions. Not only will this prevent distractions caused by notifications, it will also prevent any previously opened apps from overriding your device's camera and audio functions (preventing you from seeing or hearing your psychologist). For example, if you have been playing music or making a call via Skype, your speakers will be connected with these apps. Close them down and open up your browser again for your online therapy session. 


Ensuring your safety and privacy 

If you would prefer you don’t have to use your webcam for your online therapy session. You can choose to turn it off and keep only the audio function on.

Are your psychologists registered?

Just like face-to-face psychologists, our Registered Psychologists and Clinical Psychologists are registered with the Psychology Board of Australia (PsyBA), listed with the Australian Health Practitioner Regulation Agency (AHPRA), and individually approved by My Mirror.

What criteria do you use to individually approve each psychologist?

We ensure all of our Clinical Psychologists and General Psychologists have current registration to practice with the Psychology Board of Australia (PsyBA) and are listed with the Australian Health Practitioner Regulation Agency (AHPRA). My Mirrors ensure all of our psychologists have the required credentials and qualifications, and have relevant experience in the treatment of adult mental health issues. They also undergo an interview process conducted by a team of us at My Mirror, to ensure they uphold the highest of standards in ethical care and work in line with evidence-based practices to guide your therapy.

How do I find the right psychologist for my needs?

You can find the right psychologist for your needs  by using our filters to narrow down your focus. You can browse our psychologists’ individual pages for more information about them, their style, treatment modalities, experience and languages spoken. You can also filter your choices to find a psychologist readily available or available within a certain time frame. 


If you need help choosing a psychologist our friendly team is here to help simply call us at 1800 809 406 or reach out via our live chat option.

Can My Mirror be used as a substitute for face-to-face therapy?

Just like face-to-face psychologists, our Registered Psychologists and Clinical Psychologists are registered with the Psychology Board of Australia (PsyBA), listed with the Australian Health Practitioner Regulation Agency (AHPRA), and individually approved by My Mirror.

Telehealth, or online, psychology services have similar benefits to face-to-face therapy. As sessions are run online, telehealth psychology may not fulfill every expectation you might have of a face-to-face psychology session. However, the ease of access, accessibility, flexibility and cost-effectiveness of psychology services digitally helps Australians overcome accessibility barriers such as time, geography and finances. This allows you to focus on getting help for your mental health needs, which is the priority of any psychologist.

Legally, online psychologists are unable to make an official diagnosis to fulfill any court order.

What is a stepped care approach to psychological treatment?

Numerous governments internationally now support online mental health services as part of a stepped-care model of mental health treatment*.

Stepped care models aim to structure the system of mental health care in a way that all individuals are provided with access to least restrictive, least intensive and costly treatments first. Then, if required, they are ‘stepped up’ to more restrictive, more intensive and costly treatments based on clinical need (or if they are not responding to first line treatments).

Stepped care models reflect the reality that most health systems cannot afford to provide the most restrictive, intensive and costly treatments to all patients while also acknowledging that many patients do not require these kinds of treatments. Thus, stepped-care models involving emerging online mental health treatments and services have significant potential for increasing access to mental health care for the Australian population and maximising the use of resources.

Simply put, a stepped care model requires mental health services to be organised in order of least to most intensive intervention. For example, self-help resources, bibliotherapy, text based supportive counselling, video-conferencing Telehealth, individualised face-to-face therapy, in-patient treatment and crisis services. Clients needs are identified and the level of intervention is then matched to the individuals needs.

*Department of Health and Ageing, 2012

What is a Mental Health Care Plan (MHCP)?

A Mental Health Care Plan (MHCP) is a support plan written by a GP and it is available to anyone who feels they would benefit from psychological support for mental health concerns. A MHCP is usually accompanied by a referral from your GP to see a psychologist.

With a MHCP you can now access up to 20 Medicare-subsidised or bulk billed psychology sessions per calendar year (increased from 10 sessions as of the 9th October 2020). After your tenth session, your psychologist will require a MHCP review from your GP, so you can access the remaining 10 psychology sessions subsidised or bulk billed.

We have designed our online system such that you can easily upload your MHCP and referral documents to your My Mirror account to have medicare rebates processed by My Mirror after your session (with funds back on your account within 2-5 days). Alternatively, your GP can easily sign-up with My Mirror and enter your MHCP and referral details into our safe and secure platform or email directly to info@mymirror.com.au for us to upload on your behalf. In every scenario, we have a solution to help you access convenient online therapy.

How do I access medicare rebates to be applied to my sessions?

You will need to have a referral letter and mental health care plan from your GP to access medicare rebates.
Book an extended appointment with your GP to discuss your concerns.

Once you have a referral and MHCP you may upload your documents to the "MHCP"
tab within your My Mirror profile. You are welcome to book your session and upload your MHCP at a later date if not readily available. Please note you will need to upload documents ahead of your session to have claims processed on your behalf via My Mirror - funds will appear back on your account within 2-5 business days after your completed session.

You may also process your own claims through medicare if preferred.

How long can I use My Mirror for?

Your treatment plan is something you will discuss with your GP and your psychologist. The length of time that you seek help from a psychologist for will depend on your individual needs. Some may experience the greatest benefits of their sessions within a few weeks of regular sessions, while others may have a longer journey developing their psychological resilience.

I'm a psychologist. How do I provide psychology services with My Mirror?

It's fabulous to hear that you're interested in working with us! We look forward to speaking with you about the possibility of joining our team of expert psychologists. Create an account and we'll be in touch with you.

Mental health crisis lines

Who can I speak to immediately if I am in a crisis, or experiencing suicidal or homicidal thoughts?

If you are in a crisis, if another person may be in danger, or if you are experiencing suicidal or homicidal thoughts, don’t use this site. Call 000 or the following resources can provide you with immediate help:

Beyond Blue – 1300 22 46 36 – Talk to a trained mental health professional any time of the day or night. Calls are confidential.

Lifeline Australia – 13 11 14 – This is a 24-hour crisis support telephone service. Lifeline provides 24/7 crisis support and suicide prevention services.

Suicide Call Back Service – 1300 659 467 – This is a national service that provides free 24/7 phone, video and online professional counselling to people who are affected by suicide.

Pricing

How much does it cost to use My Mirror?

My Mirror supports private fee and medicare benefits. Please see full details in our pricing page.

A MHCP (mental healthcare plan) entitles you to Medicare* rebates for psychological treatment by registered psychologists. Under this scheme, individuals diagnosed with a mental health disorder or concerns can access up to 20 individual Medicare subsidised psychology sessions per calendar year.

*Medicare eligible clients 

For private fee sessions that are not eligible for medicare rebates there is a price difference between booking your online session with a general psychologist and a clinical psychologist. If you have private insurance you may still be eligible to claim your sessions - please check with your provider.

Am I eligible to bulk bill sessions?

At My Mirror we know how important it is to get access to mental health support, when and where you need it most. That’s why we provide bulk-billed sessions to those with a valid Medicare card living in Australia that meet certain criteria.  For further information see our Bulk-billing page.

Am I eligible to access My Mirror online psychology services for a reduced cost?

You may be eligible to use My Mirror telehealth services from just $94.15/session, if:

You may be eligible to use our telehealth services for a reduced cost, if**:

  • your employer, or relevant organisation, has provided a discount code to apply to our services, or
  • your private health insurance covers telehealth psychology services

*For more details on rebates, discount codes and pricing structures please read our Terms of Service.
**For further information about employer discounts and private health insurance please speak to your employer and/or your private health insurance provider.

Can I claim sessions with private health insurance?

Please speak to your private health insurer directly about your level of cover, to see whether you're eligible to claim some or all of the cost of each psychology session.  This claim will be lodged by the client and not My Mirror. 

What is your cancellation policy?

Please read our  Terms of Service: Cancellation Policy. 


For cancellation fees and cancellation periods, please see table below.  

Cancellation period Fee 
More than 48 hours from session No Fee 
Within 24-48 hours of session $50 
Within 24 hours of session $100 


What payment methods does My Mirror accept?

My Mirror accepts all major credit and debit cards, such as Visa, Mastercard, Maestro and American Express.

Is my credit card information secure?

All data on the My Mirror platform is stored in Australian located and owned data centres that are IRAP (Security) assessed, Secret-accredited facilities that are approved for OFFICIAL: Sensitive- and PROTECTED-level data.

All data is encrypted at-rest and in-transit.

Additionally, My Mirror is continuously monitored including vulnerability assessments, advanced threat protection and access monitoring.

What do I do if I'm having trouble making a payment?

If you're having trouble with our system accepting your credit card details, please speak to the bank or financial institution which issued the card.

If you are having trouble covering the cost of your psychology sessions, please email info@mymirror.com.au  or call 1800 809 406 and we will help do everything we can to minimise or eliminate the cost associated with talking to a psychologist.

What is the Medicare Benefits Schedule (MBS)?

The Medicare Benefits Schedule (MBS) outlines the medical services for which the Australian Government will subsidise and pay a Medicare rebate. The aim of the MBS is to provide financial assistance so patients can cover the cost of their medical services. MBS telehealth and telephone items have been introduced to support the response to Coronavirus (COVID-19).

What is a Mental Health Care Plan (MHCP)?

A Mental Health Care Plan (MHCP) is a support plan written by a GP and it is available to anyone who feels they would benefit from psychological support for mental health concerns. A MHCP is usually accompanied by a referral from your GP to see a psychologist.

With a MHCP you can now access up to 20 Medicare-subsidised or bulk billed psychology sessions per calendar year (increased from 10 sessions as of the 9th October 2020). After your tenth session, your psychologist will require a MHCP review from your GP, so you can access the remaining 10 psychology sessions subsidised or bulk billed. 

We have designed our online system such that your GP can easily sign-up with My Mirror and enter your MCHP and referral document into our safe and secure platform. These documents are then easily accessible for your My Mirror psychologist before your first therapy session. If you have a paper referral you can upload this onto our system. In every scenario, we have a solution to help you access convenient telehealth psychology.

When will my card be charged?

You will only be charged when your session is complete or in the event of a late cancellation. This means you can secure your session reservations in advance without multiple holds or payments. 

You will be charged the full private rate for your session and, if you have valid MHCP & GP referral on your account, Medicare will be processed on your behalf with the rebate back in your account within 2-5 business days after payment. If you wish to claim yourself through medicare or private health insurance you may do so by not uploading any medicare documents and requesting your invoice. See our cancellation policy in FAQs or Terms of Service.

My Account

How do I access or update my personal information?

Simply login to your My Mirror account, find your name at the top right hand side and use the drop down menu to select Profile.

How do I change my password?

Simply login to your My Mirror account, find your name at the top right hand side and use the drop down menu to select Profile. Then, scroll down to the change password section.

How do I change my credit or debit card details?

Simply login to your My Mirror account, find your name at the top right hand side and use the drop down menu to select Profile. Then, scroll down to the Payment Details section.

Privacy

Is My Mirror Discrete?

We aim to do everything we can to be discrete and protect your privacy. Your session data is only accessible by you, unless you opt to share it with a GP and/or Psychologist. You can choose to remain anonymous to the psychologist you share your data with. In this instance, the psychologist will only be given access to the minimum legally required information from your account. No medical or private data is transmitted outside of the My Mirror platform. Emails and SMS will never contain private or medical data.

What is My Mirror's Privacy and Consent Policy?

Our psychologists are bound by the privacy policies, rules and guidelines of their relevant professional association as well as applicable Australian laws and legislation. As part of the provision of psychological services to you through this website, it will be necessary for us to collect, record and maintain personal information from you which is relevant to your personal contact details, medical history and any other information relevant to the services we provide you.  

The terms of our Privacy and Consent Policy are drafted so as to ensure our compliance with State Privacy Laws (Health Records and Information Privacy Act 2002 NSW) and National Privacy Laws and Standards (Privacy Act 1998 Cth).

To read our full Privacy and Consent Policy, see our Terms of Service.

Security

How are video sessions secured?

My Mirror uses peer-to-peer video conferencing technology for all sessions. My Mirror simply tells each participant how to find and connect to the other participant. All video, audio and text communication takes place only through direct communication between the participants.

All video, audio and text is encrypted end-to-end, meaning third parties including My Mirror can not view, record or otherwise access the data.

How is my data secured?

All data on the My Mirror platform is stored in Australian located and owned data centres.

All data is encrypted at-rest and in-transit.

Additionally, My Mirror is continuously monitored including vulnerability assessments, advanced threat protection and access monitoring.

Technology

What technology do I need to use My Mirror?

The My Mirror online platform requires a minimum level of computer hardware and software infrastructure to satisfactorily perform the online telehealth consultations. You must have either a computer, phone or tablet with a microphone and camera. Your camera must be at least 720p resolution (1280x720 pixels).

Remember to have your device fully charged before the start of your session.

Can I use My Mirror on my smartphone or tablet?

You sure can! You can access My Mirror's affordable, convenient and effective online psychology services on your smartphone or tablet through any web browser.

Remember to have your device fully charged before the start of your session.

What web browsers does My Mirror support?

My Mirror supports the latest version, and the most recent previous versions of these web browsers. For Android devices, we support Chrome and Firefox. For iOS devices, we support Safari. For Linux devices, we support Chrome and Firefox. For MacOS devices, we support Chrome, Firefox and Safari. For Windows devices, we support Chrome, Firefox and Edge.

How do I prepare my space and technology for my online psychology session with My Mirror?

There are a few things you can do to prepare your space and technology before your online psychology session.


  1. Create a therapeutic space – choose a comfortable, quiet and private space where you are unlikely to be disturbed
  2. Limit distractions – turn off your phone and close down all apps and browsers on your computer that won’t be used for the session (this is also important to prevent other apps from overriding your video and audio components of your device that are needed for your session)
  3. Check your tech – ensure you use a desktop or laptop with a webcam, microphone, headphones and a reliable internet connection

Setting up your tech 

It is a good idea to check your internet connection and spend a small amount of time setting up your device before your first online therapy session.

Your device should have a minimum level of computer hardware and software infrastructure to satisfactorily perform the online telehealth consultations. Here is how you can check this:

  1. Types of devices – you must have either a desktop computer, phone or tablet with microphone and camera. The camera on your device should be at least 720p resolution (1280x720 pixels). Most devices with built-in cameras meet this requirement.
  2. Extra privacy – you might like to use headphones during your session for an added layer of privacy.
  3. Consider your web browsers – for Android and Linux devices, Chrome and Firefox are suggested browsers to use when logging into your My Mirror account and undergoing your session . For iOS devices, Safari is your option. For MacOS devices, Chrome, Firefox and Safari are suggested. For Windows devices, Chrome, Firefox and Edge are suggested.
  4. Internet speed – the minimum requirements for a ‘good experience’ with video and audio are: download: 1.5 Mbps; upload: 1.5 Mbps. While most internet companies provide speeds faster than this, you can still use our platform with a slower internet speed but the video might not be as clear or you may need to turn off the video component to prioritise consistently clear audio quality. Test how fast your internet connection is by visiting iinet. If you feel your internet connection can sometimes be unreliable when numerous people are using it, it is recommended that no one else is using your internet connection at the same time as your session, and that bandwidth is not being used by other applications on your device. 
  5. Prioritise relevant browsers and apps – ensure all other web browsers and apps are closed during your online therapy sessions. Not only will this prevent distractions caused by notifications, it will also prevent any previously opened apps from overriding your device's camera and audio functions (preventing you from seeing or hearing your psychologist). For example, if you have been playing music or making a call via Skype, your speakers will be connected with these apps. Close them down and open up your browser again for your online therapy session. 


Ensuring your safety and privacy 

If you would prefer you don’t have to use your webcam for your online therapy session. You can choose to turn it off and keep only the audio function on.

Troubleshooting

What do I do if I don't know how fast my internet connection is?

To test how fast your internet connection is, simply go to iinet. It is recommended to ensure that no one else is using your internet connection at the same time and that bandwidth is not being used by other applications on your device. The minimum requirements for a “good experience” with video & audio are: download: 1.5 Mbps; upload: 1.5 Mbps. You can use our website with slower internet connection but the video might not be as clear and you may need to turn off the video to prioritise the audio.

Why isn't my camera working on my desktop or laptop?

Ensure all other web browsers and apps are closed during your My Mirror sessions. Specifically, close down apps that maybe using your camera or speakers at the same time as this sometimes causes issues with your camera and audio. For example if you have been playing music or making a call via Skype, your speakers will be connected with these apps. Close them down and try with My Mirror again.

 

If you are feeling suicidal or are in crisis call 000 (AU) or use these resources to get immediate help.