Mullum Road Clinic

Shockingly poor communication and regard for clients. In January we booked a provisional psychologist for regular sessions for my son. At the time that we booked, they did not bother telling us that the psychologist would not have availability outside school hours, or that we would never be able to get as many sessions as we needed. For a long time, if I requested more than fortnightly sessions because my son needed more, the receptionists treated me as though I was being selfish, and said that their preference was to give insufficient support to a greater number of clients.

The psychologist said that he would be able to conduct assessments with my son. I thought this would be better than going to someone unfamiliar with him so I cancelled assessments booked with an assessment clinic, and cancelled an overseas work trip to fit in with the psychologist's availability. The psychologist was unable to complete the assessments. He attempted two sub tests, but did not conduct them in a standardised way. He had only had limited experience conducting psychological assessments, and this was obvious once he commenced.

We continued to see this psychologist for counselling sessions (he was a good counsellor for my son) until one day on the morning of an appointment the receptionist cancelled my son's appointment for that day and cancelled all future appointments. She incorrectly accused us of not paying for a number of previous visits and incorrectly stated that we owed over $700. This was simply not true. I spent a great deal of time checking bank statements against invoices, and there were no errors. The receptionist's approach was passive aggressive and narcissistic. She refused to reinstate my son's appointments despite all invoices being paid, saying she would be "happy" to once we did her administrative work and gave her a list of all the payment dates, etc. She lied, saying that they don't have access to individual psychologist's bank statements. The payments go into a bank account in the clinic director's name. She could not explain why, if they believed I was so far in arrears (which I wasn't), that their first attempt to contact me about it was to cancel a child's appointment on the day of the appointment.

Their approach since this despicable action has been nothing short of unprofessional. They refuse to answer questions about incorrect charges, and suggest that the person I wish to complain about should be the person handling the complaint. They have not reinstated my son's appointments and he has badly declined since that time.

I absolutely do not recommend this group of clinics, purely for the horrific reception staff and their callous and narcissistic treatment of clients, including children.

I've tried several clinics over the years, with little success. Mullum Road were a beautiful change. Friendly staff, amazing animals. I feel as if my life has been completely turned around. Highly recommend.

A relaxing place with trained dogs (att) animals and caring people The reception staff take the time to help recommend a psych and it dosnt look easy when busy I commend a business that supports ASD women lgbtqi accessible areas (just to name a few) and has continued to expand and cater for everyone at new locations It has been good to find extra details on the website too but thank you for taking the time to find other support services and needed allied health if needed

Such a warm and welcoming clinic. Far from the sterile and impersonal clinics I have been to in the past.
Very friendly reception, great psychs and awesome therapy dogs!
Highly recommended for anyone looking for a new psychologist.

Don't bother calling. The receptionist is rude and unhelpful. They wouldn't even take our contact details to be put on a waiting list.

TLDR; I highly recommend Mullum Road Clinics for their compassionate and well rounded approach to mental health. In particular if you or someone you love is seeking help for or suspects any sort of neurodivergence (ASD, ADHD etc), I would not send someone I cared about anywhere else. Wait times can be long, but the team is carely curated to do great work.

I've been with the clinic for a long while now (since 2016), I've read some interesting reviews and I'd like to address some of the negative feedback as a long time and extremely satisfied client.

Reception can be blunt or rude: sometimes, especially on the phone yeah, blunt happens. That said, never have I felt like this was a reflection on their character, nor a judgement on mine, the world is a big place and not everyone is going to use their words the same. Reception staff seem extremely busy, and do really well in keeping things running smoothly. There are some doctors I've been too where the reception are rude because they wanted to go back to chatting, this is not that.

Fees: Yes, the cost is high. It is a far cry from bulk-billed but if you are someone who can take the value they have so much to offer. I do get that that is a breaking point for many who struggle, I've been very fortunate to have family support.

Quality of service: I have seen two phenomenal psychologists with Mullum and my experience has been great. Psychology isn't ever a guranteed results thing, if the psych isn't a good mesh you might not see results, if the individual isn't ready or willing to make changes you can't see results, and with kids sometimes the changes just can't come till later.

I had therapy as a child, I hated it, it did not work, it did not make me better and it did not stop my eventual mental collapse. I will say, which it didn't work at the time it planted enough seeds to shape me as a person that so much suffering was avoided. You can't necessarily measure the benefit within years.

Five stars for the excellent psychologists who are best in the industry and helped a lot - 55% weight.
Zero stars for the very rude and uncooperative receptionist (mostly Saturdays) who is really unpleasant to deal with during each appointment and on the phone. Noted Daniel Henry's review below with similar thoughts. I am surprised that the management has not notice it. She is just not suitable to interact with the clients. Absolutely no empathy. - 45% weight.
Therefore, my Total rating - 2.75. Happy to update the rating to 5 as soon as I see an improvement with my experience at the reception each week.

Best therapist I've found. Definitely worth the money for adult women with autism as it is extremely valuable to recieve help from others on the spectrum. Save so much time in sessions not having to explain my mindset as my therapist already "gets it"

Though this practice seems to boast of elite services, it became apparent to my family they are only interested in a very specific clientele.
This is certainly not explained until you have payed the expensive rates of therapy and could have started with a practice that lives up to what they advertise.
When you offer the feedback you are quickly dismissed. Wouldn’t recommend.

Wonderful, compassionate staff and service. We couldn’t be happier with our experience at Mullum Rd.

Excellent clinic with excellent staff. Have helped my son and our family more than we had ever expected. Therapy dogs are amazing and NDIS reports are extremely thorough.