Frequently Asked Questions

We know that not all places and spaces are easy to access. We have created an Access Key for headspace Hawthorn which describes the features of our centre. You can read our Access Key here.

Our Centre is inside the Hawthorn Arts Centre on level one. There are automatic doors at the building entrance, and an elevator which can be used to get to level one. We also have gender neutral bathrooms.

If you have any questions, please call us on (03) 9006 6500 or email headspace.enquiries@accesshc.org.au 

We provide low or no cost services to young people aged 12-25 years and the family supporting them. If you have a Medicare card, there is usually no cost to access support with us. If you do not have a Medicare card, there may be a fee for some of our services. 

You can find more information about our fees on our Cost Guide. 

At headspace, we are committed to making our services accessible to everyone. When requested, we can organise for an interpreter from TIS National to attend in person and online appointments. 

If you would like an interpreter at your appointment, you can let us know by calling 03 9006 6500 or emailing headspace.enquiries@accesshc.org.au 

If you are looking for translated resources, you can find a range of multilingual fact sheets here. 

Yes! You can get access to a range of resources for your mental health or for a young person you are supporting by creating a headspace account. 

With a headspace account, you’ll get instant 24/7 access to a great range of tools and support for your mental health, build connections in a community of like-minded young people, join group chats, create your own personalised space, and get professional 1-on-1 support — all online and free.

If you are looking for resources in a language other than English, you can find a range of multilingual fact sheets here. 

Create a headspace account

We know that life can be unpredictable, and you may need to cancel or reschedule an appointment. If you can't make your appointment, it's important that you call and let us know as soon as possible. We require a minimum of 48 hours' notice for any changes to your appointment.

We do not charge fees for missed appointments and would like to keep it that way. Please help us do this by letting us know when you can't attend. 

You can read our Appointment Cancellation Policy here. 

Family and friends can play an important role in someone’s journey to better wellbeing. If you are under 18 years old, we generally prefer to let someone in your family know you are in contact with us, if it is safe and helpful for you. However, this is addressed on a case-by-case basis and will depend on your situation, age and what is in your best interests. 

If you are worried about talking to your family about your mental health, we encourage you to call us and let us know about your concerns. We can provide you with information and advice specific to your situation.  

When you access support with us, every effort is made to ensure all contact with us is secure and confidential. When you talk to someone at headspace, nothing said (or written) can be passed on to anyone else without your permission. 

There are a few exceptions, such as if we are concerned about your safety, the safety of someone else or if we are legally required to share information. In these instances, we will try to talk to you first about what needs to happen and what additional supports you may need to help you be safe. If necessary, we may need to pass on your contact information to people who can help protect you and/or others, such as your emergency contact, an emergency service or the police. Where possible, we will let you know if our concerns reach the point where we need to involve other services and involve you in this process as much as we can / you would like. 

For some younger people, it’s important to note that while your privacy is always respected, because your parents may still look after your health and wellbeing, some things may need to be shared with your parent(s) or guardian(s). This is usually discussed at the beginning of your treatment with both yourself and your guardians, and the information shared is usually based on what both parties feel comfortable with and what helps you feel safe in talking to us.