Terms and Conditions

Administrative fees

Administrative and credit card fees associated with online purchases via the Counselling & Psychotherapy Portal are included in the advertised product price.

An additional administrative fee of $22 (including GST if applicable) will apply for all paper-based membership-related orders if the customer elects not use the online application process.  Where a particular membership product is not offered online, the paper application form must be used and this additional administrative fee will not be applied.

Some Associations charge and additional administrative fee for offline payments (where the customer elects to pay via cheque or money order). Where these additional fees apply, they will be itemised during your purchase.

Transaction Currency

All online transactions via the Portal are in Australia dollars (AUD$).

Overseas customers may be charged currency conversion fees or other transaction fees by their banks.

Order Processing 

All associations participating in the Counselling & Psychotherapy Portal aim to provide high quality customer service by processing customers’ orders quickly and efficiently. Please allow the following timelines for completion of your orders:


  1. Please allow up to 45 days for processing of membership-related orders. 
  2. Processing times vary depending on the resources of the Association and the membership category for which you are applying.
  3. Where your membership order will take more than 45 days to process, you will be notified by the Association of the expected processing time.
  4. Delays in processing will occur if you have not included all of the required information and accompanying documents to support your application. 
  5. If a membership-related order cannot be finalised by the Association within 60 days of receipt due to insufficient information or documentation being provided by you, you will be notified that your order has been unsuccessful and you will have to re-apply and pay the application fee again.
  6. Processing is via email unless the customer does not have an email address and also via post where formal documentation is sent.


  1. Please allow a maximum 5 working days for dispatching of your order and another 3 working days for delivery by post.
  2. Delivery is by Australia Post in accordance with our Postage and Handling Policy.

Professional Development:

  1. Please allow a maximum 14 working days for processing of your order.
  2. Processing is via email unless the customer does not have an email address.

Refunds and Returns Policy 

1.  Merchandise

If for any reason you are not happy with your merchandise purchase, please return it to the Association from which you purchased the product within 28 days with the receipt for a prompt refund or exchange.  Delivery and packaging charges are not refundable unless as a result of our error.  

All returns are to be sent to the postal address for the relevant Association as detailed in the Contact Us page.  Refunds or exchanges will be issued upon receipt of goods is saleable condition by the relevant Association.

Refunds are issued via the same channel as the original purchase.  For example, if the item was purchased by credit card (Mastercard/Visa), the credit will be processed through the same credit card.  Payments made by cheque will be refunded by cheque or by direct bank deposit if the customer provides their bank details.

If the goods you have purchased are faulty in any way or have not reached you in good condition, the relevant Association will refund your return postage costs upon request.

2.  Professional Development

Places are limited for all professional development events so there are special conditions in relating to cancellation of bookings. Vacant places created by late cancellations cannot be easily filled at short notice and this may result in loss to the Association. 

  • Cancellation 60 days or more prior to the event – 80% refund or 50% refund for low-cost events of $50 or less
  • Cancellation 21 to 59 day prior to the event – 50% refund
  • Cancellation less than 21 day prior to the event – no refund

3.  Membership Products

Application fees for membership products are generally non-refundable if your application is unsuccessful. Membership product descriptions will specify whether the application fee is non-refundable. Application fees cover costs actually incurred by the Association to process your application.  In special circumstances, you may write to the relevant Association to request a refund of your application fee.

If you withdraw your membership application before it has been processed, you may request a refund. 

Annual membership fees may be refundable on a pro-rata basis, at the discretion of the Association, in the event that you discontinue your membership or go on leave part way through the financial year.  Requests for refunds must be made in writing to the relevant Association. 

Where a membership is suspended due to adverse finding in the hearing of an ethical complaint against the member, no refund of Annual Membership Fees is available.

Postage and Handling Policy

For merchandise orders, postage and handling costs (including GST where applicable) are included in the total purchase price. 

Postage and handling charges cover orders dispatched to all regions of Australia. If you are from another country and wish to make a purchase of merchandise from the Portal, there will be a standard shipping charge applied of $44 (including GST if applicable).

If you are not home at the time of delivery, Australia Post will leave a calling card for you to pick the parcel up from your local post office. 

Privacy Policy

Information gathered by this site is voluntarily supplied. Visitors to the Portal complete the online fields for the purposes of purchasing specific products or services and customers use the Portal for access to their content management. PACFA will only use the information collected for the purposes for which it was supplied and such information will not be disclosed to any third party unless required by law. For further details, see the Privacy Policy.

Security Policy

When making purchases at the Counselling & Psychotherapy Portal, your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact the Portal Helpdesk by calling 03 9486 3077 or by emailing portal@pacfa.org.au.

Transaction Disputes

PACFA will investigate any dispute arising from a purchase made via online transaction at the Counselling & Psychotherapy Portal. Refunds are only available in accordance with our Refund and Returns Policy.

To dispute an online transaction please call the Portal Heldesk on 03 9486 3077 or email portal@pacfa.org.au.


PACFA does not invite reliance upon the information on this site. Precautions have been taken to ensure that the information on this site is accurate at the time of publishing. However PACFA does not guarantee, and accepts no legal liability whatsoever arising from or connected to, the accuracy, reliability, currency or completeness of any material contained on this website or on any linked site.  Links to other websites are inserted for convenience and do not constitute endorsement of material at those sites, or any associated organisation, product or service.  Use of this website, www.pacfa.org.au, means acceptance and understanding of this Disclaimer Statement.