Frequently Asked Questions

It’s more affordable than you think! A 15-minute consultation is always complimentary.

Sessions with our associate therapists range from $130 to $200 an hour for individuals and a little more for couples.

Sessions with our student therapists are $80 an hour.

We also offer 30 minute sessions as well as 90 minute sessions. Please ask your counsellor if you are interested in one of these options.

At Upstream Counselling we never turn anyone away based on ability to pay. If you are facing financial difficulty, please let us know and we will work with you to ensure you get the help you need.

Payment is due at the beginning of the session.

Most clients prefer the convenience of keeping a credit card on file with us. We are able to accept Visa, Mastercard, and American Express.

E-transfers can be sent to pay@upstreamcounselling.com. Our auto deposit is registered to Wilton Psychotherapy Professional Corporation.

After payment has been processed, you will receive a receipt by email. If you misplace your receipt, please don’t hesitate to ask for another copy. We will be glad to provide you a replacement.

Yes, your counselling is covered by your benefits as long as Psychotherapy or Registered Psychotherapist is listed on your insurance policy coverage. It may also fall under Counselling, or Mental Health, or even Marriage Counselling.

While most employers now provide coverage for psychotherapy, if your benefits don’t include this coverage, talking to your HR person can make a difference, so be sure to ask about it. If you’re not sure how to raise this conversation, let us know and we can provide you a form letter which other clients have found helpful.

Letter to employer requesting psychotherapy coverage: https://docs.google.com/document/d/1hB5qrxsFyJVnKq1saGd1WetIeSEKF4WV

Your appointment time is reserved just for you. A late cancellation or missed session leaves a hole in your counsellor's day that could have been filled by another client. As such, we request you notify us as soon as you realize you are unable to keep your appointment. Clients who provide less than 48 hours notice will be charged for the missed appointment. (Reasonable consideration is given for sickness and other unavoidable circumstances.)

​Most people wait too long to come to counselling, and understandably so. Exploring painful subjects in therapy can be deeply challenging. In fact, people commonly report feeling like things are actually getting harder during the first few sessions as they begin to face their difficulties head-on. This is a normal and healthy part of the process. If you notice you are feeling this way, we encourage you to discuss it with your counsellor. Together, the two of you can make a plan to move forward at whatever pace works best for you. You know best what you need out of counselling, so feel free to use the time however you want.

First appointments typically focus on building rapport between yourself and the counsellor, as well as initial assessment of your presenting concerns. That means we use the time to establish a mutual comfort level as you begin to explore what brings you to counselling and what you would like to accomplish through the process. Sometimes people have an urgent matter to discuss immediately. That’s okay too. Either is fine as long as you feel the conversation is helpful to you.

You are not required to share anything you’d rather keep private, but we do encourage you to share everything you expect we would need to know in order to be helpful.

The counselling relationship is confidential. Your counsellor will not release any information regarding you or your counselling without your written consent except as required by ethical and/or legal obligation. Specifically, your counsellor is required to contact the appropriate authorities with the necessary information in the following instances:

• If your counsellor understands there to be a serious and imminent threat of harm to yourself or anyone else
• If a child under 18 years of age, or a vulnerable adult, is in apparent need of protection from physical abuse, sexual abuse, or neglect
• If your counsellor receives a court order to release information found in your file
• If you reveal that you have been exploited by a professional in a position of power or authority (i.e. a physician, teacher, another counsellor, etc.)

This can be a delicate issue with substantial gray areas. Within the limits set by the law, we will always work to strike the right balance between privacy and safety.

A capable young person has the right to determine who will be given access to their personal health information, including parents.

If the situation involves separation/divorce and there is shared custody, we need consent from BOTH parents to provide ongoing counselling. Similarly, any child under the age of 12 must have parental consent for counselling after the initial session.

For more information, or to discuss how you’d like us to handle the gray areas of your particular situation, please contact us directly.

The answer to this question is entirely up to you but our general answer is that you are encouraged to continue attending counselling for however long you find it helpful. Research shows that the average individual tends to fall in the range of 5-8 sessions; however, some people have what they need after a couple of sessions. For others, it can be a long-term process, even over many years.

We recommend you come to counselling as often as you find it helpful.

Most people start off on a weekly basis, and then move to bi-weekly or monthly as they make progress and gain confidence. However, if you are experiencing a crisis, once a week may not be enough. On the other hand, if you feel you’re doing well, you may only want an occasional ‘maintenance’ session.

We offer in-person counselling sessions in Waterloo! If you prefer an in-person session and are able to meet in Waterloo, Ontario, please let us know, so we can make arrangements. You are also welcome to book yourself an appointment using our online calendar.

Upstream Counselling does not have a waiting list. We take pride in getting new clients a session when you need it. You can book most sessions through our online calendar. If you would like a same-day appointment, you’ll need to give us a call. We can often accommodate requests for same day / next day appointments, so please don’t hesitate to reach out.

Most of our associates use the video platform We use a variety of video platforms. Zoom is our platform of choice because it is secure and stable, but we’re always evaluating the ever increasing array of options. If you prefer another platform, please feel free to discuss this with your counsellor.

Most video calls are conducted over the video platform provided by our CRM, Jane.app. It is secure and stable and compliant with Canadian privacy law. (If you prefer another platform, please feel free to discuss this with your counsellor.)

Pills and other pharmaceuticals are neither good nor bad. Medication is a tool which may help you manage adversity. If you are on medication and are finding it helpful, that’s a good thing. But if you don’t want to take medication - or if you don’t find it helpful - there are other tools. Depending on the type and amount of distress you’re experiencing, you might need medication, or you might not. That’s a decision you make with your doctor.

But you’re here because you know you need something. Whether it’s a medicinal intervention, an early alarm to go work out, a spiritual quest, or an uncomfortable conversation to repair a relationship, counselling can help you implement the right strategy to ease your pain.

(Disclaimer: psychotherapists are not medical professionals. We do not diagnose mental illness, nor can we prescribe medication. Please always consult your doctor concerning any medicinal decision. Upstream Counselling recommends you follow your doctor’s advice.)

It’s extremely important to us that your experience with Upstream Counselling is a positive one. If, for any reason, you determine that you need to switch counsellors, please contact our admin team and we’ll book you a free session with someone else from the team.

We do! Our diverse team of therapists come from a variety of faith traditions and cultures. If you would like to meet with someone who shares your faith, please inquire during intake and we would be glad to make a suggestion.

Yes. Everyone is welcome at Upstream Counselling. Whoever you are, we’re here to help you gain clarity, identify new insights and grow your self-understanding. We believe everyone can strive to thrive at home, at work and in the community and we would be honoured to help you achieve your goals.

Well, that’s a tough one! We may not be able to know the ultimate meaning of life, but we can help you discover what gives meaning to YOUR life. Research shows that the key to contentment is to build meaningful relationships and to invest yourself in a meaningful purpose.

We all need to feel connected to a community of people who give us an experience of something meaningful. Counselling can help you build purpose and add meaning to your life.

Visiting our website is already a big step. You’re here because you know you need something. Visit our team page to see which counsellors resonate with you and book your free discovery call today.