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FAQ's

  • What is Atile Wellness Hub?
    We are a leading wellness provider offering a holistic and wide range of psychological, emotional and social support services to individuals and small-medium enterprises. We make professional therapy available anytime, anywhere, through a computer, tablet or smartphone.
  • Why Atile Wellness Hub?
    Location, scheduling, transport, and child care can often make it difficult for you or employees to receive the help you need. Our services are tailored, discreet, easily accessible & convenient whether you're on a lunch break at work, on your way to the gym or out for a nice walk, you can connect with our professionals from everywhere.
  • How do I make a payment?
    We accept credit card, eftpos payments (by request) and PayID
  • I'm not sure I know which of your services I need, even though I know that I need some help.
    Our 15 minute discovery session is just for you. It's FREE, no obligation and we'll explore some solutions with you.
  • What are your operating hours?
    We operate 9am - 5pm on weekdays, AEST
  • Where is Atile Wellness Hub based?
    Our head office is in Lake Macquarie, Australia, however our virtual services can reach you wherever you are.
  • Can I ask for a face to face session?
    We can arrange to meet employers face to face and some of our workshops are conducted face to face.
  • What qualifications do the professionals have?
    Our Coaches, Counsellors, Facilitators and Educators are trained, accredited, certified and have professional qualifications in various fields.
  • How do I get matched?
    After signing up, we match you with a suitable professional based on your needs, objectives and the challenges you are facing.
  • Can I ask for a different professional for the next session?
    Yes, we are here to serve you. At the core of our services is relationships. At times we connect better with certain individuals and that's what we aim to enable for you.
  • Are there situations where Atile Wellness Hub can't assist me?
    There are a few situations where Atile Wellness Hub can't assist you: Our services are tailored for adults only We don't provide crisis support or support in an emergency. If you are experiencing a crisis or emergency, please contact the emergency number of your country of residence. Several numbers are listed for Australian entities on our website. If you need specialised service(s) which we do not offer, we will make a referral to an appropriate professional on your behalf.
  • Are your services safe and confidential?
    We make every effort to ensure your personal information is protected. Our policies are guided by our Terms & Conditions.
  • How does the virtual service work?
    You and the professional will get a dedicated virtual "room" which will be your private and secure place to communicate for the allocated time.
  • Does my employer gain access to my records?
    No, everything you discuss in the session is confidential and will not be shared with your employer.
  • How long are my sessions?
    We provide 50 minute sessions.
  • Can I use my self-funded and private health insurance?
    If you hold private health insurance extras/ancillary insurance, you may be eligible for a partial refund of the session amount depending on your level of private health fund cover. Please contact your health fund to inquire about your eligibility. Self funded clients will need to pay full amount of the session , please contact our friendly team to discuss different payment options including our discount options.
  • Where are your workshops held?
    Our workshops are offered and delivered in various locations, the calendar on the website indicates the location. If you'd like to organise an alternative location, please contact us using our contact form so we can see how we can help.
  • I would like workshops to be delivered at my workplace, is this possible?
    Yes, our certified trainers and facilitators collaborates with you to decide the best suitable option for you. We can bring training to you. Book a strategy call so we can see how we can help.
  • What is employee assist?
    A wellness support service provided by employers to their staff to support their staffs’ emotional & psychological well-being both in the workplace & in their personal lives.
  • How does the workplace and employee service program work?
    The employer chooses the services that suits their organisation's needs. The company is then immediately provided with a dedicated access to resources which includes promotional materials, service and reporting tools.
  • How can employees access the services that their employer has chosen?
    Employees simply register under their organisation, and can schedule their own appointments and access a variety of services according to their needs.
  • Are the sessions confidential?
    When you need help, you may not be comfortable letting anyone you work with know that you’re having a hard time. That’s why our Employee hub is designed to be completely confidential. Employee counselling sessions are not reported back to their employer, making it easier for staff to feel comfortable getting the support they need.We don’t require employees to speak to an intermediary to set an appointment, you book a session online and do not require permission from anyone at work!
  • Who can access EAP services?
    If your company has chosen to invest in an employee assistance program, that EAP is open to all employees. Some of our services are also open to members of an employee’s immediate family.
  • Is there a set number of counselling sessions per employee?
    Typically, counselling for employee assistance programs lasts about three to six sessions. If an employee’s challenges need long-term treatment or is more severe, our trained staff will identify the situation, and offer additional care.
  • How do we get in touch with a professional?
    Book a session online, a professional will be allocated to you and you will receive a protected link for your session. Our virtual rooms use various secured platforms. All you need is a phone/laptop/desktop with internet access.
Self Funded and Private Health Insurance

If you hold private health insurance extras/ancillary insurance, you may be eligible for a partial refund of the session amount (depending on your level of cover). Please contact your health fund to inquire about your eligibility. 

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Self funded clients need to pay the full amount of the session. Please contact our friendly team to discuss different payment options including our discount options.

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