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Terms of use

Please note: Medicare Mental Health Check In is not a crisis service. Medicare Mental Health Check In is not suitable for emergencies, acute crises, or situations involving an immediate risk of harm. If you are in such a situation, including if you:

  1. require urgent medical attention;
  2. are at risk of harming yourself or someone else; or
  3. are unsure about the suitability of this service for your condition,

you should seek the advice of a qualified healthcare professional. If you need urgent help, please call 000 or access crisis support services.

Under the Fair Trading Act 1987 (NSW), we are required to draw your attention to the following:

  1. Clause 2 (Application of these Terms): We may revise these Terms from time to time. If you do not agree to the revised Terms, you may cease using the Service and Website.
  2. Clause 8.1 (Important disclaimers): We provide important disclaimers in relation to the Service, including that certain content is of general application only and is not a substitute for professional advice. While we endeavour to provide a functional service, we do not guarantee that your requirements will be met or that your use of the Service or Website will be uninterrupted, error free or that the Service or Website are free of viruses or other harmful components.  We exclude our liability for loss, corruption or interception of data which occurs outside our systems.
  3. Clause 8.2 to 8.4 (Liability): You may have rights under the Australian Consumer Law that we cannot exclude, but to the extent we can, we limit your remedy for a breach of those rights to (at our option) replacement or resupply of the Service or Website or paying the cost of doing so. We cap our liability to you, except where we have engaged in wilful or reckless misconduct, at AUD$5,000, but you cannot claim any special, indirect, consequential, incidental or punitive damages or loss of income from us. However, each party's liability is reduced to the extent caused by the other.
  4. Privacy: We understand the protection of your personal information, particularly your sensitive and health information, is important. Like any healthcare provider, there are a range of circumstances in which we may disclose your personal information to third parties. As the Service and Website are made available by funding provided by the Australian Government through the Department of Health, Disability and Ageing (the Department), there are also circumstances when we may disclose your personal information to the Department or in accordance with our arrangements with them. Further details on these circumstances are provided in our Privacy Policy.

 

  1. Medicare Mental Health Check In
     

    1.1 St Vincent's Health Australia Limited ABN 75 073 503 536, of Level 22, 100 William Street, Woolloomooloo NSW 2011 (SVHA, we, us and our) provides Medicare Mental Health Check In (the Service), a free digital mental health service. Medicare Mental Health Check In provides free support to people at risk of, or experiencing, mild mental ill-health or transient distress, so they can get the right support when they need it.

    1.2 The Service currently comprises:

    1. a range of general information for those seeking help, their families, carers and supporters, to help them understand and manage their mental health and wellbeing (the General Content). Such information is available to all users without the need to create an Account;
    2. the ability for eligible users to create an Account, and receive treatment through advice and support services from our clinical staff (via phone, video or other means we may make available) (we refer to this as Guided Support); and
    3. an online form that you can use to provide feedback to us.

    1.3 As part of the Service, we provide a website at www.medicarementalhealthcheckin.gov.au (the Website). 

    1.4 The Service, and the Website, are made available by funding provided by the Australian Government through the Department of Health, Disability and Ageing (the Department). See section 11 below for further provisions relating to the Department.

    1.5 The Service and Website are only intended for users living in Australia.
     

  2. Application of these Terms
     

    2.1 Your access to and use of the Service and Website is subject to these Terms.  By accessing or using the Service or the Website, you agree to these Terms.

    2.2 The Service and Website are only intended for persons aged 16 or older.

    2.3 We may revise these Terms from time to time. We will publish any revised Terms on our Website. Your continued use of the Service or Website after any revisions have come into effect, will constitute your acceptance of the revised Terms.  These Terms were last updated on 27 March 2026.

    2.4 If you do not accept these Terms (including any revisions to them), you must not access or use the Service or Website. You may stop using the Service and Website at any time, and may ask us to delete any Account you have created as further described in clause 10.4.

     

  3. Eligibility for Guided Support and Creating an Account
     

    3.1 Eligibility criteria. Guided Support is only intended for persons who:

    1. live in Australia;
    2. are located in Australia when they access Guided Support;
    3. are experiencing, or at risk of experiencing, mild mental ill-health or transient distress; and
    4. are 16 years of age or older.  Persons who are 16 or 17 years of age may need the consent of their parent or guardian to participate in Guided Support.

    3.2 Assessment processes. You may be asked to undertake our initial assessment process in order to identify whether we consider that you meet the eligibility criteria described in section 3.1 above, and to enable us to determine whether we consider Guided Support is suitable for you. You do not have to undertake an initial assessment if you do not want to, but you may not be able to use Guided Support if you do not.  Following any such assessment process, we may offer you the ability to use our Guided Support.

    3.3 Signing up. In order to use Guided Support, you must be offered the ability by us to do so as contemplated by section 3.2, and register and create an account with us on our Website (your Account). You do not need to create an Account to access and use our General Content.

    3.4 Your confirmation. When you register an Account with us you:

    1. agree to provide true, accurate, current and complete information, and to maintain and promptly update your Account Information in order to ensure that such information remains true, accurate, current and complete. Please see our Privacy Policy, however, for circumstances when you may use a pseudonym when dealing with us; and
    2. represent that you meet the eligibility criteria in clause 3.1. You must promptly notify us if, at any time during the Term, you cease to meet the eligibility criteria in clause 3.1.

    3.5 Multi-factor authentication. We require you to register and use multi-factor authentication in relation to your Account.

    3.6 Your Account. You must keep your Account login details and password, and the means by which you undertake multi-factor authentication, secure.  You must not share your login details, password or any multi-factor authentication codes with any other person. If you believe your Account has been improperly accessed, you must notify us immediately by email using the details set out in clause 15 below. You are responsible for all activity on your Account, unless:

    1. unauthorised access to your Account has occurred due to our negligence or wilful misconduct;
    2. you have notified us of any improper access to your Account and we have been provided with a reasonable period of time to replace your Account login details.

    3.7 Passwords. We may require you to update your password from time to time. If you have forgotten your password, you can reset your password by using the password reset functions on our Website, or emailing our support team using the details set out in clause 15 below.

    3.8 Issues. If you have any other problem with your Account or the Service, please contact our support team by email using the details set out in clause 15 below. 
     

  4. Access to the Service and Website
     

    4.1 Guided Support. If you access Guided Support, you acknowledge and agree that:

    1. you must discuss and agree the appropriateness of any course or module you take as part of Guided Support with the relevant clinician allocated to you;
    2. Guided Support may be delivered through a variety of communication channels e.g. via phone, video or other means, and is subject to the professional judgment of the relevant clinician;
    3. you may be provided with work to complete in-between Guided Support sessions, and you agree to make reasonable efforts to complete such work.  Your failure to do so may impact the benefit you receive from Guided Support;
    4. we may vary the number of sessions delivered to you based on our judgement and your goals, progress, and needs;
    5. you may include support persons in your Guided Support sessions (such as your general practitioner (GPs) or a family member), and if you do so you agree that we can share personal information about you with them;
    6. Guided Support is intended to complement, not replace, in-person care with your own GP or other treating clinicians, and you should continue to seek and follow in-person medical advice, diagnosis, and treatment as appropriate;
    7. any clinical advice or recommendations provided through Guided Support are for your personal use only, are based only on the scope of the interaction we have had with you, and may be subject to qualifications, limitations, and follow-up recommendations communicated by the clinician;
    8. you can request a change to the clinician involved in your Guided Support at any time, and we will take reasonable steps to provide a substitute clinician within a reasonable period of time (this may impact the timing of any already planned Guided Support sessions);
    9. while we will generally try to meet your preferences as to how we provide Guided Support to you and to provide you with continuity over the clinician involved in your Guided Support, the availability of Guided Support, including the availability of the relevant clinician, appointment times, communication channels, and languages, is not guaranteed and may be subject to change, cancellation, or technical interruptions;
    10. you agree to consider all reasonable instructions provided by the clinician involved in your guided support, including any safety guidance and follow-up recommendations, and you understand the importance of seeking in-person care where advised or where your symptoms persist, worsen, or change;
    11. Guided Support will be made available through the channels we make available from time to time (for example, phone or video), noting channel availability may change;
    12. you must treat our clinicians and other staff with respect at all times; and
    13. we may decline to continue providing you with Guided Support at any time if we believe it is reasonable to do so, including if we can no longer contact you after reasonable attempts to do so, you do not attend scheduled sessions, you do not complete work that you are asked to complete, we believe that you no longer meet our eligibility or assessment criteria for participation, you do not treat our clinicians or other staff with respect, or we terminate your access to and use of the Service and Website under clause 10.

    4.2 Liaising with other healthcare providers. If you have been referred to the Service by a healthcare provider involved in your care (for example your GP), we may communicate with them regarding your care. However, you do not need a referral from a GP or other healthcare professional to use the Service or Platforms.

    4.3 Referrals. We may suggest referrals for you to other healthcare providers (e.g. GPs, community health centres, nurse practitioners) as part of the Guided Support we provide.

    4.4 Crisis or emergency services. We may take whatever steps we consider reasonable and necessary to refer crisis services or emergency services to you with your consent or where we reasonably believe it is necessary to lessen or prevent a serious threat to the life, health or safety of you or any other any individual, or to public health or safety.

    4.5 Use of the Service and Website. In accessing and using the Service and Website you must not:

    1. violate any applicable laws or access or use the Service or Website for any unlawful purpose;
    2. distribute viruses, spyware, corrupted files or any other similar software or programs that may damage the operation of any computer hardware or software; or
    3. engage in any other conduct that inhibits any other person from accessing the Service or Website.

    4.6 Adherence to the Australian Charter of Healthcare Rights. Your access to the Service and Website are also governed by the Australian Charter of Healthcare Rights (second edition) (), as amended from time to time. The Charter describes what can be expected when receiving healthcare in Australia, such as the right to access safe health care provided in a respectful manner.

     

  5. Intellectual Property
     

    5.1 General acknowledgement. All copyright and other intellectual property rights subsisting in the Service and Website (including in any content, names, logos and trade marks) are owned by us or our licensors, and protected by the laws of Australia and other countries.

    5.2 Content. You may:

    1. download, copy, print, store and view any materials that have been specifically delivered to you through the Service or Website (e.g. materials delivered by email, or that are specifically provided and packaged for downloading or printing, but excluding materials that are merely accessible on the Website), on a perpetual basis (subject to any termination of your access to and use of the Service), provided you retain any copyright notices or disclaimers included in such material; and
    2. access and view (but not download, print or store other than through temporary caching as part of the normal process of viewing) any other content to which you are provided access on the Website, for so long as we make such information available for viewing by you,

    in each case only for your own personal, non-commercial use.
     

  6. Security
     

    While we take steps to secure online communication channels, no sharing of information online is ever 100% secure.  There are ways you can help maintain the privacy of your personal information shared online, including:

    1. always closing your browser when you have finished your user session;
    2. always ensuring others cannot access your personal information and emails if you use a public computer; and
    3. never disclosing your username, password or any multi-factor authentication results to third parties.

    You must not bypass any security mechanisms of the Service or Website, or tamper with, hinder the operation of or make unauthorised access or modifications to the Service or Website.
     

  7. Infringement claims
     

    You must notify us if you become aware of any actual, threatened or suspected infringement of any of the copyright or other intellectual property rights in the Service or Website. We may choose to bring a claim to prevent infringement of our or our licensor's rights in the Service or Website and to recover damages for such infringement. If we request, you must provide us with all non-monetary assistance reasonably required by us in relation to the claim. SVHA and our licensors will be entitled to any damages recovered by SVHA and our licensors in relation to the claim.
     

  8. Liability
     

    8.1 Important disclaimers

    1. The General Content is of general application only, and has not been prepared with any particular individual’s circumstances, illness or diagnosis in mind.  It is not intended to be a substitute for professional advice, diagnosis or treatment. When using General Content, you should always seek the advice of a qualified healthcare professional with any questions you have regarding your health.
    2. While we endeavour to provide a functional service, we do not guarantee that your requirements will be met or that your use of the Service or Website will be uninterrupted, error free or that the Service or Website are free of viruses or other harmful components. We will not be responsible for any loss, corruption or interception of data sent to or from our Service or Website which occurs outside of our computer systems (such as those which occur while being sent over the internet). We recommend that you install and use up-to-date anti-virus, anti-spyware and firewall software on your device.

    8.2 Non-excludable provisions. Nothing in these Terms excludes, restricts or modifies any guarantee, term, condition, warranty, or any right or remedy, implied or imposed by any legislation which cannot lawfully be excluded or limited, including the Australian Consumer Law which contains guarantees that protect the purchasers of goods and services in certain circumstances. If any guarantee, warranty, term or condition is implied or imposed in relation to these Terms under the Australian Consumer Law or any other applicable legislation and cannot be excluded (a Non-Excludable Provision), and we are able to limit your remedy for a breach of the Non-Excludable Provision, then our liability for breach of the Non-Excludable Provision is limited to one or more of the following at our option: 

    1. in the case of goods, the replacement of the goods or the supply of equivalent goods, the repair of the goods, the payment of the cost of replacing the goods or of acquiring equivalent goods, or the payment of the cost of having the goods repaired; or
    2. in the case of services, the supplying of the services again, or the payment of the cost of having the services supplied again. 

    8.3 Limitation of liability. Subject to our obligations under the Non-Excludable Provisions and to the maximum extent permitted by law: 

    1. we are not liable to you for, and no measure of damages will, under any circumstances, include special, indirect, consequential, incidental or punitive damages, or loss of income; and
    2. our maximum aggregate liability for all claims by you under or relating to these Terms or its subject matter, but excluding in the case of our wilful or reckless misconduct, is limited to AUD$5,000,

    whether in contract, tort (including negligence), in equity, under statute or on any other basis, whether or not such loss or damage was foreseeable and even if advised of the possibility of the loss or damage. For these purposes “reckless” misconduct means where we are aware of a significant risk but act or fail to act with reckless disregard for the consequences.

    8.4 Proportionality. Any liability a party owes to the other under these Terms will be reduced to the extent that the other party’s acts or omissions contribute to or cause the loss or liability.

     

  9.  Third Party Resources
     

    Our Website may contain links to third‑party websites, apps, services or other resources (Third Party Resources). These Third Party Resources are not under our control and we are not responsible for the resources provided by those third parties.  Those third parties are responsible for their own resources. We recommend that you carefully read the terms and conditions of use and privacy policy of each Third Party Resource you use.

     

  10. Suspension and termination
     

    10.1 We may suspend your access to and use of the Service and Website in whole or in part if you breach, or we reasonably suspect you have breached, any of these Terms, until we are reasonably satisfied that you have stopped or remedied the breach.

    10.2 We may terminate your access to and use of the Service and Website if you breach these Terms and, where that failure is capable of remedy, fail to remedy the breach within 7 days of us notifying you of the failure and requiring it to be remedied.  We may do so during any period there is a suspension in effect under clause 10.1.

    10.3 If we suspend or terminate your access to and use of the Service and Website, you must stop using and must no longer access the Service and Website.

    10.4 If we suspend or terminate your access to and use of the Service and Website, or you stop using the Service or Website or ask us to delete your Account, this does not affect any accrued rights or remedies. See our Privacy Policy for details on how we will handle your personal information in this situation. 

     

  11. The Department
     

    11.1 As noted in section 1.4 above, the Service and Website are made available by funding provided by the Australian Government through the Department. However the Department does not provide the Service or Website, and has no obligations under these Terms.  

    11.2 However, under the terms of our contract with the Department:

    1. we may be required to disclose your personal information to the Department or various other persons from time to time; and
    2. at the end of our contract with the Department, we may transfer your personal information to the Department or its nominee in connection with the transfer of the provision of the Service and Website to them.

    See our Privacy Policy for further information. 

    11.3 In addition, we may novate these Terms to the Department or its nominee at any time, including in connection with the transfer of the provision of the Service and Website to them, by notifying you accordingly. 

    11.4 Our contract with the Department may be transferred to any other Commonwealth Entity (as that term is defined in the Public Governance, Performance and Accountability Act 2013 (Cth)), authority or entity arising out of or in connection with a restructure (e.g. a machinery of government change) or as otherwise provided by legislation. A reference in this clause 11 to the Department includes any entity or authority to whom our contract is transferred.

     

  12. Notices
     

    12.1 We will provide any notices to you by email to any email address you may have provided to us (if you have registered an Account, we will provide you with notices to the email address associated with that Account). 

    12.2 If you need to send us a notice in connection with these Terms, you can do so by emailing us using the details set out in clause 15 below.

    12.3 An email will be taken to have been received even if the sender receives a bounce-back advising that the email could not be delivered. However in such circumstances the sender must attempt to re-send the email within a week of receiving the bounce-back.

     

  13. General
     

    13.1 We may from time to time and without notice modify or withdraw, temporarily or permanently, all or any part of the Service or Website. 

    13.2 Neither party will be liable for any failure or delay in performing any of its obligations under these Terms if such delay is caused by circumstances beyond that party’s reasonable control.

    13.3 These Terms are governed by the laws in force in the Australian Capital Territory, Australia. If you are resident in Australia, each party submits to the non-exclusive jurisdiction of the courts of the State or Territory in which you ordinarily reside. If you are not resident in Australia, each party submits to the exclusive jurisdiction of the courts in the Australian Capital Territory, Australia. 

    13.4 These Terms are personal to you and may not be transferred to any other person. 

    13.5 Clauses 4.2, 4.4, 5.1, 5.2(a), 5.3, 7, 8, 10.4, 11, 12, 13, 14 and 15, together with any other provision which by its nature survives termination of your access to and use of the Service, will survive any such termination.

    13.6 Any term of these Terms which is wholly or partially void or unenforceable is severed to the extent that it is void or unenforceable. The validity or enforceability of the remainder of these Terms is not affected.

    13.7 No waiver of a right or remedy under these Terms is effective unless it is in writing and signed by the party granting it. It is only effective in the specific instance and for the specific purpose for which it is granted.

    13.8 A single or partial exercise of, or failure to exercise or delay in exercising, a right or remedy under these Terms does not operate as a waiver or prevent further exercise of that or of any other right or remedy.

    13.9 Except as expressly provided in these Terms, the rights of a party under these Terms are in addition to and do not exclude or limit any other rights or remedies provided by law.

     

  14. Interpretation
     

    14.1 Interpretation. In these Terms, the following rules of interpretation apply, unless the contrary intention appears:

    1. headings are for convenience only and do not affect the interpretation of these Terms;
    2. the singular includes the plural and vice versa;
    3. words that are gender neutral or gender specific include each gender;
    4. where a word or phrase is given a particular meaning, other parts of speech and grammatical forms of that word or phrase have corresponding meanings;
    5. the words 'such as', 'including', 'particularly' and similar expressions are not used as, nor are intended to be, interpreted as words of limitation;
    6. a reference to:
      1. a person includes a natural person, partnership, joint venture, government agency, association, corporation or other body corporate; and
      2. a thing includes a part of that thing;

    7. no rule of construction applies to the disadvantage of a party because that party was responsible for the preparation of these Terms or any part of it.

       

  15. Contact Us
     

    15.1 If you: 

    1. have any questions about these Terms;
    2. need any technical assistance with the Website;
    3. want to provide a notice to us in connection with these Terms; or
    4. need to contact us for any other reason,

    you can contact us by email at enquiries@medicarementalhealthcheckin.gov.au.

    15.2 Please note, our technical and service support teams will not provide medical advice.