What to say when you book

Figures checked September 2026

Booking a first appointment takes only a few sentences. You don’t have to explain your history or your mental health when you first get in touch.

Most practices have a receptionist. Sole practitioners often don’t have one, and return calls between sessions, so expect to leave a voicemail.

What to say on the phone

You can read this straight off your screen. Swap in the name of the person you’re ringing.

“Hi, I’m looking to book an appointment. Is Sam taking new clients?”

If you get voicemail, leave your name, a number and one line:

“Hi, my name is Alex. I’m looking to book a first appointment with Sam. My number is 0400 000 000.”

If they’re not taking new clients, you can ask:

“Do you have a waiting list, or is there someone else at the practice who’s taking new clients?”

What they’ll ask you

Your name and a contact number. For your file, and for appointment reminders.
When you’re free. The days or times you can come.
Whether you’ve been to the practice before. A first appointment is usually booked as a longer slot.
Whether you have a Referral A letter from a GP, psychiatrist or paediatrician that you need for the Medicare rebate. You can see a psychologist without one if you pay the full fee. More in the jargon decoder . It decides what you’ll pay on the day.

Writing instead of ringing

Many practices take bookings by email or through an online form. A short message is enough:

“Hi, I’d like to book a first appointment with Sam. I’m usually free on [days or times]. Could you let me know when you have availability, and what it costs?”

You don’t need to describe what’s going on in an email or a booking form.

If they ask what you’re coming for

One sentence is plenty. For example:

Things are hard at the moment. “Things have been hard lately and I’d like to talk to someone.”
A change in your life. “I’m going through a big change and want to talk it through.”
Feeling low. “I’ve been feeling low and want some help.”
Not sure yet. “I’m not sure how to describe it, but I’d like to talk to someone.”

Nobody on the phone decides whether you’re unwell enough to see a therapist. They’re booking a time. If the person who answers asks something you’d rather not go into, “I’d rather talk about that in the session” is a complete answer, and they’ll have heard it before.

Questions worth asking them

What you’ll pay after any Rebate The amount Medicare pays back towards a session. It comes back to you after you've paid, so what you pay yourself is the fee minus the rebate. More in the jargon decoder . Practices set their own fees, so ask for the out-of-pocket figure rather than the headline one.
How long the wait is. Ask when the next appointment actually is, and whether there’s a cancellation list.
The cancellation policy. Most practices charge if you cancel inside 24 or 48 hours, and Medicare Australia's public health insurance scheme. For mental health, it gives rebates on sessions with psychologists and some other professionals, usually through a Mental Health Treatment Plan. More in the jargon decoder pays no rebate on a session you didn’t attend.
In person or online. Ask whether appointments are in person, by video or phone, or both.
Where it is. If you’re going in person, ask about parking or public transport.

If the fee is a problem, say so on this call rather than after the first session. Some practices hold a small number of reduced-fee places, and some will space sessions further apart to make them affordable. If none of that brings it within reach, free and low-cost options covers what else is available.

Questions to ask a therapist before you book has a longer list you can take to the call.

If you’re getting a Medicare rebate

A Mental Health Treatment Plan comes from a GP (general practitioner) For most people, where getting help starts. A GP can write a Mental Health Treatment Plan, prescribe medication and refer you on, and some are trained to deliver a small number of structured therapy sessions themselves. More in the jargon decoder , and the Medicare rebate depends on having one. It gives you a rebate on up to ten individual sessions a calendar year: six sessions, then back to your GP before the last four.

The rebate is $149.05 a session with a Clinical psychologist A psychologist with an extra endorsement, which usually means two more years of training aimed at more complex problems. More in the jargon decoder and $101.55 with a Registered For psychologists, psychiatrists and occupational therapists, registration with Ahpra is required, and using the title without it is an offence. Counsellors and psychotherapists can register with their national associations, which is voluntary. More in the jargon decoder Psychologist Someone trained to assess mental health problems and treat them with therapy. It takes at least six years of study and supervised practice, and they're registered with Ahpra, the national regulator. Psychologists can't prescribe medication. More in the jargon decoder . You can see a psychologist with no referral at all if you’re paying the full fee. A Counsellor Someone trained to help people talk through and work on difficulties. The title isn't protected in Australia, so it's worth checking a counsellor's training and registration. Medicare doesn't give a rebate for counsellors. More in the jargon decoder or Psychotherapist Someone trained in therapy, often for longer-standing patterns. Like counsellor, the title isn't protected in Australia, and Medicare doesn't give a rebate for psychotherapists. More in the jargon decoder needs no referral either, and Medicare pays nothing towards seeing them.

If you have a plan, or you’re in the middle of getting one, tell the practice when you ring and ask how they’d like it sent.

After you book

Many practices send a confirmation by email or text, and some send forms to fill in before your first session. What happens in a first session covers what to expect once you’re there.

If you can’t face ringing

Email or an online form. Plenty of practices take bookings that way, and it’s the same information.
Medicare Mental Health A free mental health service funded by the Australian Government. You can phone for advice and help finding support, or walk into one of its centres without an appointment or a referral. More in the jargon decoder . Free, with no appointment and no referral needed. Phone 1800 595 212 from 8.30am to 5pm on weekdays, or walk into a centre.
headspace A national youth mental health service for anyone aged 12 to 25, with centres around Australia and support online and by phone. It's free or close to it, you don't need a referral or a parent, and you can book it yourself. More in the jargon decoder , if you’re 12 to 25. Contact a centre directly, or reach eheadspace on 1800 650 890 between 3pm and 10pm daily by phone, web chat or email. headspace and services for 12 to 25s has the detail.
Ask someone else to ring. A friend or family member can make the call and hand you the phone, or book the appointment for you.

If things are difficult right now, Lifeline is on 13 11 14, the Suicide Call Back Service is on 1300 659 467, and Kids Helpline is on 1800 55 1800 for anyone aged 5 to 25. In an emergency, call 000. Crisis and emergency support has the full list.

Where next

If you haven’t settled on who to ring yet, how to find a therapist covers where to search and how to check someone is registered.