If you are feeling suicidal or are in crisis - please don't use this service.
Call 000 (AU) or use these resources to get immediate help. You must be over 18 to use My Mirror.

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.

Who can use My Mirror?

If you are over the age of 16, you can use My Mirror. However, if you are under 18 years old, we will require you to be supervised by an adult or provide adult consent. Your psychologist will explain these requirements with you.

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?

There are two types of psychologists: Registered Psychologists and Clinical Psychologists.

Registered Psychologists must have at least six years of university training and supervised experience. They must also participate in regular education to keep their knowledge and skills up to date. To keep their registration, they must adhere to strict standards and must abide by a strict code of ethics when practising.

Clinical Psychologists must have all of the above as well as an 'area of practice endorsement' (such as sport and exercise psychology) for which they hold university qualifications and supervised training for. Whichever type of psychologist, you should expect the same quality of care, ethical behaviour and standards of practice.".

All My Mirror psychologists have had their qualifications and registrations verified and have been individually interviewed by the My Mirror team to ensure they deliver high standards of practice.

Clinicians who say they are practising as a psychologist must be registered with the Psychology Board of Australia (PsyBA) and listed with the Australian Health Practitioner Regulation Agency (AHPRA).

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 by 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.

Does My Mirror have an app in the App Store or on Google Play?

Unfortunately, we currently do not offer an App version of My Mirror but watch this space!

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.

I created my account with My Mirror, how do I find the right psychologist for my needs?

You can find the right psychologist for your needs by filtering for the qualities and specialised services you desire in a clinician, and we’ll suggest some psychologists. Or, you can browse our psychologists’ biographies and select a clinician. You can also filter your choices to find either a readily available psychologist (who will take a booking in under 4 hours) or a psychologist who requires scheduled appointments. 

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 access Medicare rebates to get 10 free or reduced cost psychology sessions per calendar year.

We have designed our online system such that your GP can easily sign-up with My Mirror and enter your MHCP and referral details 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 online therapy.

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.

I'm a GP. How do I provide GP 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 GPs. Create an account and we'll be in touch with you.

What mental health concerns do you treat?

What mental health concerns do you treat?

Our psychologists have experience and expertise treating a range of mental health concerns including, but not limited to, anxiety, panic, sleep concerns, low mood, depression, self-esteem, adjustment difficulties, grief and loss, trauma, drug and alcohol related concerns, post traumatic stress disorder (PTSD), LGBTQ issues, eating disorders, obsessive-compulsive disorders, relationship issues, anger, procrastination and perfectionism and workplace stress.

To save you time and effort when choosing a psychologist, we’ve developed distinctive automated matching technology that allows you to filter options according to specialty areas of psychology and/or readily available psychologists. These filters allow you to find the right therapist for your individual needs – optimising your results the first time you reach out.

Pricing.

How much does it cost to use My Mirror?

My Mirror provides competitive pricing that is lower than many face-to-face psychology sessions and significantly lower than the Australian Psychology Society's recommended pricing (which suggests psychologists charge $251 per 45-60 minutes session).

In addition, if you're eligible for a Mental Health Care Plan (MHCP) or for treatment through the Medicare Benefits Schedule (MBS), you may be able to access psychology treatment for free or for significantly reduced prices.

If you're not eligible for any benefits, My Mirror charges $154.65 per 50 minute session for sessions 1 through to 9 with a registered psychologist. Session 10 with a registered psychologist is just $77.30 after your 50% discount has been applied.
If you're not eligible for any benefits, My Mirror charges $195 per 50 minute session for sessions 1 through to 9 with a clinical psychologist. Session 10 with a clinical psychologist is just $97.50 after your 50% discount has been applied.
If you're experiencing financial hardship, and aren't eligible for the MBS or a MHCP, we want to ensure you still have affordable access to psychological support. Email info@mymirror.com.au or call 1800 809 406, and we will do everything we can to minimise or eliminate the cost associated with talking to a psychologist.

Am I eligible to access My Mirror online psychology sessions for free through Medicare?

Using Medicare rebates, you may be eligible to claim up to 10 free telehealth psychology sessions if you meet the following criteria:

  • you have a Mental Health Care Plan as deemed appropriate by a GP (your chosen GP or a My Mirror GP) and,
  • you meet the criteria of someone ‘vulnerable’ as a result of COVID-19 (read our Terms of Service), or
  • you have been directly affected by the 2019/20 bushfires or were a frontline responder, or
  • you live in a regional or remote location 
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 $68.50/session, if:

  • you hold a Mental Health Care Plan (but you do not qualify for financial hardship support)

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.

What if I am not eligible for any rebates or discounts? Is there any other way to reduce the costs of my psychology sessions with My Mirror?

If you are seeking psychological treatment without a Mental Health Care Plan, MBS benefit, employer discount or without private health insurance, you will be required to pay the full fee, as outlined on our pricing page. If you believe you are suffering financial hardship or will find it difficult to cover our full fees, please email askus@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.

Is there a price difference between booking online therapy sessions with a registered psychologist and a clinical psychologist?

If you have a Mental Health Care Plan (MHCP) or if you are eligible for bulk-billing or rebates as a Medicare card holder, there is no price difference when booking your online therapy sessions with one of our registered psychologists or clinical psychologists.

However, if you do not have a MHCP or are not eligible for bulk-billing or rebates (and are paying full private fees) there is a price difference between booking your online therapy sessions with one of our registered psychologists and clinical psychologists.

  • Registered psychologist: $154.65 per 50 minute session for sessions 1 through to 9. Session 10 is just $77.30 after your 50% discount has been applied.
  • Clinical psychologist: $195 per 50 minute session for sessions 1 through to 9 with a clinical psychologist. Session 10 is just $97.50 after your 50% discount has been applied.
Do you accept private health insurance?

We sure do. Please speak to your private health insurer about your level of cover, to see whether you're eligible to claim some or all of the cost of each psychology session. 

What is your cancellation policy?

If you cancel your session within 24 hours of the scheduled appointment or if you do not attend a session, your card will be charged the full session price. If you cancel your session within 24-48 hours of the scheduled appointment, your card will be charged 50% of the session price. If you cancel your session with more than 48 hours’ notice before the scheduled appointment, you will not be charged a cancellation fee.

If you require more information, please read our Terms of Service.

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.

How does your quality assurance work?

Our psychologists are registered and are all individually approved by the My Mirror team. They work in-line with evidence-based practices to guide your therapy. If after three sessions, you feel you haven’t been well matched to your psychologist and they are not the right clinician to meet your needs, we will offer you one free appointment with a different therapist. Read our Terms of Service for more.

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) gives you access to 10 psychology sessions, with Medicare rebates, per calendar year. When you speak to your GP about your psychological concerns, your GP will write you a MHCP and a referral to see a psychologist. 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 credit card be charged?

When you make a booking, a hold is placed on your credit card. Your card is only charged at the completion of each session or if you do not give adequate notice to cancel a booked session. See our cancellation policy in FAQs or Terms of Service.

Will the price of my session increase if I want to book a readily available psychologist?

We have readily available psychologists who can speak with you within just 4 hours of you booking an appointment. In some cases, our psychologists can be available earlier. If you want to, or need to, book a session with one of our readily available psychologists, a $25 surcharge will be applied on top of your session cost. If you are eligible for free psychology sessions through your Mental Health Care Plan, your total cost per session will be $25. If you are eligible for reduced cost pricing on the MBS, the price of seeking help still remains low.

Will the price of my session increase if I want to talk with a psychologist out of hours?

My Mirror offers online psychology services up to 21 hours a day, so if you need to speak to a professional about your mental health out of usual hours, you can. Our standard hours of practice are 8am-10pm AEST (or AEDT during daylight savings). Any sessions outside those times are classified as 'out of hours'. If you wish to book a session out of hours, a small surcharge of $25 will be applied on top of your session cost. If you are eligible for free psychology sessions through your Mental Health Care Plan, your total cost per session will be $25. If you are eligible for reduced cost pricing on the MBS, the price of seeking help still remains low.

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.

FAQ - Category - 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 microphone and camera. The camera must be at least 720p resolution (1280x720 pixels).

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.

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.

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.