Service Policy
Zero Tolerance Policy
We are committed to creating a safe, respectful, and welcoming environment for all children, families, and staff. We have a zero tolerance policy for any form of violence, aggression, threats, or intimidation—whether verbal, physical, or emotional.
Any behaviour that compromises the safety or wellbeing of others will not be tolerated. In situations where staff or clients feel unsafe, we reserve the right to end the session immediately and contact emergency services, including the police if necessary.
We appreciate your understanding and cooperation in helping us maintain a supportive and secure space for all.
Payment Policy
We kindly ask that full payment be made on the day of your appointment.
Non-Payment: If payment hasn’t been received within 7 days, a $25 late fee will be added to your account. Services may be placed on hold until the balance is cleared, or a payment plan is arranged.
Before any services are paused, we will send you a written reminder, so you have the chance to make payment or set up a plan that works for you.
If the balance remains unpaid after 3 months, we may need to refer the account to a collection agency or take further steps to recover the amount.
If you are experiencing financial difficulty, please reach out to us as soon as possible. We understand that unforeseen circumstances can arise, and we are committed to working with families to find a solution. In some cases, payment plans, or alternate arrangements may be offered. We hope to avoid this by working together to find a suitable solution.
Cancellation Policy
We understand that unexpected situations can arise, making it difficult to attend your scheduled appointment. If for some reason you need to cancel or postpone your appointment, we require at least 48 hours (to the hour) notice. This helps us offer your appointment time to another client on our waiting list and ensures we can continue to provide timely support to all families.
Appointments cancelled or rescheduled less than 24 – 48 hours will incur 50% of the appointment fee. Appointments missed, cancelled or rescheduled within less than 24 hours will incur 100% of the appointment fee.
All appointment changes are to be made via phone or email. A voicemail can be left on our system after hours or over the weekend.
If you need to cancel or reschedule, we’ll do our best to offer an alternative appointment time or convert your session to telehealth, where appropriate. If these options are offered and declined, a cancellation fee may still apply in line with our cancellation policy.
However, if we are unable to provide a suitable alternative due to circumstances on our end, no cancellation fee will be charged.
Can cancellation fees be claimed through funding?
NDIS: Yes, late cancellation fees can be claimed in full under NDIS funding.
Medicare: No, Medicare doesn’t allow rebates for missed appointments, as only direct services are claimable.
Private health insurance: This depends on your health insurer, although not usually, as most have the same claiming rules as Medicare.
What if my child is sick?
We understand that illness can come on suddenly. If your child is unwell, we encourage you to consider a telehealth session instead of cancelling—this way, they can still receive support while resting at home. However, if telehealth is not suitable, our standard cancellation policy applies.
What happens if my child isn’t there when the therapist arrives for a community-based session?
If your child isn’t present when the therapist arrives for a community-based session (e.g. school or childcare), the therapist will attempt to contact you to confirm the situation. In some cases, alternate services may be able to be arranged for the session time. If we can’t reach you or your child, the session will be considered a no show, and a full session fee will apply, including travel time. This is treated as a late cancellation.
Please note: if an alternate service is provided, it will be completed within the remaining session time, not the travel time. Travel time will still be invoiced as planned, as the therapist has already committed to that time.
Travel Policy for Off-Site Appointments
Sometimes, our psychologists provide services outside the clinic, such as at your child’s school, kindergarten, childcare centre, or home. This can help your child feel more comfortable and allows us to work in their familiar environment.
How We Manage Travel
Safety First – We only travel to locations that are safe and within our service area.
Scheduling – Visits are planned in advance to fit with your child’s routine and our availability.
Professional Conduct – Your child’s psychologist will always present professionally and keep all client information secure during travel.
In Case of an Emergency – If any safety concerns arise during a visit, we will prioritise safety and contact you, the school, or emergency services as needed.
Travel Fees
A travel fee may apply for off-site visits to cover mileage, parking, or tolls.
Fees are based on the distance from our clinic to the appointment location and will be discussed with you before confirming the booking.
Our goal is to make off-site visits smooth, safe, and beneficial for your child’s care.
