Frequently Asked Questions

General

What is Lysn?

Lysn is an online health platform which allows you to obtain psychology services online. You can find a qualified Australian psychologist that suits your needs, book an online video consultation, and have an online video call with your chosen psychologist by video teleconferencing using your computer or laptop.

Who can use Lysn?

Anyone can use Lysn. However, if you are under 18, you will require adult supervision or consent, which your psychologist will explain to you.

Is Lysn right for me?

Lysn online therapy gives you the ability to speak to a psychologist from the comfort and privacy of your own home. If you value convenience and flexibility, then we think Lysn may be right for you. Browse our directory of qualified Australian psychologists to find the psychologist who is right for you. It’s quick and easy to book an online consultation with a psychologist.

Lysn gives you the power to take control of your own health so you can achieve your personal health goals. Our psychologists deal with areas such as Anxiety, Depression, Stress, Prenatal and Postnatal Depression, Relationships, Drugs and Alcohol, Bullying, Self-image and Eating Disorders, Learning Disabilities, LGBTIQ, Parenting, and Violence and Post Traumatic Stress Disorder (PTSD).

What do I need to use Lysn?

To use Lysn, you will need a broadband Internet connection (ADSL, cable or 4G mobile 300kbps+) and a computer or laptop with a webcam and a microphone. Many laptops come with webcams and microphones pre-installed when you buy them. If you are unsure whether you can use Lysn, please use our compatibility testing page to see if your computer is compatible with Lysn.

Is Lysn available across Australia?

Yes, Lysn is available to all Australian residents and visitors. You can even use Lysn while you are overseas on a business trip or holiday, as long as you have access to an internet connection and a computer or laptop.

Can I obtain a Medicare rebate?

If you are in rural Australia (modified Monash regions 4-7), you are eligible for Telepsychology via your mental health care plan with your GP starting November 1st, 2017. Please speak to your local GP to find out if you are eligible.

When I use Lysn, am I signing up to a contract or subscription?

You only pay each time you use Lysn. You can use Lysn as much or as little as you like. By using Lysn, you agree to our General Terms of Use.

Do you accept private health insurance?

You may be eligible to claim some or all of the cost of each consultation from your private health insurance policy. Please contact your insurer to ask if you are covered. Lysn will provide automatic deductions coming late November 2017.

How is my data kept secure?

We believe that data security is critical when using the Internet. In order to make it safe and secure for you to use Lysn, the Lysn online health platform uses the following data security features:

Please see our Security & Privacy page for more info.

How is my privacy protected?

Your privacy is one of our top priorities. Lysn complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Please refer to our Privacy Policy to see how we achieve that. The Lysn online health platform uses the following privacy features:

The Lysn online health platform uses the following privacy features:

Can I stay anonymous when using Lysn?

We are required by law to take down some of your details when you sign up to Lysn. However, we have designed the Lysn online health platform to ensure that your information is kept safe, secure and private at all times.

Please see our Security & Privacy page for more info.

My Profile

How do I access or update my personal information?

Once you have logged in, please go to the My Profile page to edit access or update your personal information.

How do I change my password?

Once you have logged in, please go to the Account section of the My Profile page where you can change your password.

How do I change my credit or debit card details?

Once you have logged in, please go to the Payment section of the My Profile page where you can change your password.

How do I enable multi factor authentication?

Once you have logged in, please go to the Account section of the My Profile page where you can enable multi factor authentication.

Psychologists and Consultations

How do I book an online video consultation with a psychologist?

Booking an online video consultation with a Lysn psychologist is quick and easy. Click get started and follow the questions that will allow us to personally match you to a psychologist that fits your needs, select a date, start time and consultation duration. Enter your payment details, and you are good to go! If you encounter any difficulties, please contact our support team at support@lysnhealth.com.au and one of our friendly staff will contact you promptly to provide assistance.

Can I choose my psychologist?

Yes, absolutely. Click, get started and follow the questions that will allow us to personally match you to a psychologist that fits your needs. Once you find one that suits your needs, it’s quick and easy to book an online video call with them.

Can you select a psychologist for me?

Our personalized matching system will help you choose a psychologist that fits your needs. If you would like some assistance to choose a psychologist, we recommend that you see your local doctor who can refer you to a psychologist on Lysn or contact support@lysnhealth.com.au

Who are the Lysn psychologists?

Lysn uses strict screening procedures to ensure that all Lysn psychologists are qualified and registered to provide psychology services under Australian law. Our psychologists are either Clinical Psychologists or General Psychologists. Each psychologist’s profile on our Find a Psychologist page contains further information about their qualifications, experience and a short biography.

What is the difference between a Clinical Psychologist and a General Psychologist?

Clinical Psychologists have completed a Masters or PhD in Clinical Psychology in addition to a two-year period of supervised practice (in the area of Clinical Psychology).


General Psychologists have completed a four-year Bachelor’s Degree in Psychology with a two-year period of supervised practice (in an internship program).


All psychologists must pass examinations and undergo a minimum number of hours of practical training before they are able to practice psychology in Australia.

What happens if I go overtime during my consultation?

Your psychologist is responsible for keeping track of time during your consultation. If you go overtime by a few minutes, that is okay by us. You will not be charged any additional fees or costs if you go overtime.

What if I am unhappy with my psychologist?

We always strive to ensure that our psychologists provide the highest quality psychology services. In some cases, things might not go so well. Please contact our support team at support@lysnhealth.com.au and one of our friendly staff will contact you promptly to provide assistance.

I’m a registered counsellor, how can I join Lysn?

We do not currently work with registered counsellors, but we are definitely interested in doing so. Please let us know you are interested by sending an email to our support team at support@lysnhealth.com.au and one of our friendly staff will contact you to let you know how we can work together.

Fees, Payments and Refunds

How much does it cost to use Lysn?

We adopt a simple, site-wide pricing policy. Prices depend on the qualifications of your psychologist and the length of your consultation. Please see our homepage for the costs of having an online video consultation with a Lysn psychologist.


You may be eligible to claim some or all of the cost of each consultation from your private health insurance policy. Please contact your insurer to ask you are covered.

What payments methods do you accept?

We accept all major credit cards (VISA, Mastercard, JCB and American Express). Paypal. We use Braintree (a PayPal company) to handle our payments.

Is my credit card information secure?

Yes, your credit card information is safe, secure and private. We use Braintree (a PayPal company) to handle our payments.

I am having trouble making payment, what do I do?

If your credit or debit card is being declined, please contact the bank or financial institution which issued the card. Otherwise, please contact our support team at support@lysnhealth.com.au and one of our friendly staff will contact you promptly to provide assistance.

How can I get a refund?

We always strive to ensure that we provide the highest quality service that we can. In some cases, things might go wrong (we are only human!). Please contact our support team at support@lysnhealth.com.au and one of our friendly staff will contact you promptly to provide assistance.

Troubleshooting

What web browsers do you support?

We support the following web browsers:

I don’t know how fast my Internet connection is, what do I do?

To use Lysn, you will need a broadband Internet connection (ADSL, cable or 4G mobile 300kbps+). If you are unsure whether your Internet connection is sufficient to use Lysn, please use our compatibility testing page to see if your computer is compatible with Lysn.

Can I use Lysn with a smartphone or tablet?

Currently, we do not support access to the Lysn online health platform using a smartphone or tablet.

Your website isn’t working for me!

If our website is not working for you, try the following:

Why can’t I find Lysn in the App Store or Google Play?

We are currently working on iOS and Android apps. Watch this space!