Session entitlements

This page provides information about your session entitlements (how many sessions you can use) with Converge International - your Employee Assistance Provider.

Issue types

What is an issue type?

Depending on your organisations' agreement with Converge International you may have access to a set amount of services by issue type, which resets every 12 months or annually - these are known as “Assist Cases”.

When using the online portal, if you click “book appointment” from the top menu and select a different issue type (for example you’ve previously had some sessions for Mental Wellbeing and now you are needing help with Career Issues) a new allocation of sessions will be granted, to be used within 12 months or annually.

How do I find out how many sessions I have left in my allocation?

In your next session, ask your consultant to check your session entitlements or call us anytime on 1300 387 327 and we’ll help.

Cancellations and rescheduling

When cancelling or rescheduling an appointment, a session entitlement will be used if the cancellation or reschedule occurs within 24 hours of the start time of your upcoming session. To avoid using a session entitlement, cancel or reschedule with more than 24 hours notice.

If you are needing to change your in person appointment to a telehealth appointment or there are extenuating circumstances due to occur within 24 hours, contact our customer service team on 1300 387 327 and we can assist.

Find out how to reschedule your appointment: Reschedule an appointment

Find out how to cancel your appointment: Cancel an appointment