Terms of Service
These Terms of Services define the conditions which one must accept in order to use our service.Terms of Services outlines both our responsibilities as a provider and your responsibilities as a participant. Failure to meet your responsibilities as listed in these Terms of Service may result in withdrawal of services. Note: These Terms of Services are subject to change. All participants are notified of any changes that occur
1. Rights and Responsibilities
Beach Break OT comply with all standards listed in the Australian Occupational Therapy Competency standards.
It is our responsibility to:
● Maintain registration with AHPRA - the governing body for Occupational Therapists in Australia. (https://www.ahpra.gov.au/)
● Make sure that the services that we provide meet all the laws that they are supposed to meet. Including but not limited to: The National Disability Insurance Scheme Act 2013 & Disability Inclusion Act & Disability Service Standards, the Australian Consumer Law Privacy Act and Duty of Care Responsibilities.
● Involve you in decisions about your therapy.
● Make sure you have all the information you need.
● Keep a record of therapy and other support we provide.
● Ask for your feedback and work with your ideas.
● Make sure all therapists and support staff are qualified and attend regular training.
● Respect your privacy and make sure your information is protected.
● Follow the NDIS Practice Standards as a guide and ensure high quality service is being provided.
● Hold appropriate Insurances such as Public Liability and Professional Indemnity.
It is your responsibility to:
● treat all our staff with respect;
● communicate regularly and honestly with our staff;
● Provide necessary information and keep that information as up to date as possible.
● Complete required documentation as quickly as possible to commence therapy sessions.
● Tell us if you need to cancel an appointment (cancellation policy charges apply)
● Tell us if there are changes to your NDIS plan or management of the plan
● Work with us to resolve any issues as quickly as possible.
● Pay for the service provided in a timely manner within our payment terms.
● Let us know if you want to stop your Service Agreement, changed or are no longer an NDIS participant.
2. Cancellation Policy
As a small business, cancellations can result in loss of income and time, particularly if they are made last minute. To continue to be able to provide a great service to all participants, the following rules apply:
● A cancellation the day of an appointment (unless for emergency or illness) or a failure to attend without notification shall see 100% of the session fee and travel to be charged as per the NDIS Price Guide.
● Cancellation of appointments 3 times in a row will result in cancellation of services by Beach Break Occupational Therapy.
● For support delivered to a group of participants, if a participant cancels their attendance and if we are unable to find another participant to attend the group session in the participants place then we will charge the participant at the previously agreed rate that we would have billed if the participant had attended the group.
Sometimes your therapist may need to cancel or change appointments due to sickness or other unforeseen circumstances. If/When this happens you will not be charged for the appointment.
3. Invoice Payments
All legal guardians of an under-age participant are financially responsible for all child accounts no matter the funding type. All over age participants are financially responsible for their accounts no matter the funding type. If you are using a plan manager, we will send invoices after we have provided services to your nominated plan manager. Having your invoices sent to a third-party payer does not exonerate your financial responsibilities to us. Any invoice payment discrepancies need to be followed up by the financially responsible person/s.
Payment terms for all invoices are 7 days. Invoices are to be paid by bank deposit. Bank details are on all invoices. Please use your invoice numbers as reference for your payment. If payment isn't received:
● within the 7 days, we will send a reminder email;
● If payment isn't received within 14 days, we will contact you via telephone to discuss the overdue account;
● If payment is not received within 21 days, we will suspend services until payment has been made. If this were to occur, we cannot guarantee we will still have availabilty within our service to continue once payment has been received;
● If payment is not received within 28-day services will not be offered and the overdue invoice will be forwarded to a Debt Collection Agency.
4. Goals
Goals of Therapy should be directly related to the goals in your ‘stated goals and aspirations’ which are outlined on your NDIS Plan.
5. Charges
Our hourly rates are based on recommendations in the NDIS price guide. These rates are subject to change. We will give you 2 weeks-notice if any changes affect you. Please contact us for session prices.
6. Feedback and Complaints
We want to make sure we are giving our best service and we want to know your honest opinion of our service. We encourage everyone we work with to express what you think we have done well and what you think we should be improved on.
Continuous improvement is the core to our business model. It is what drives us to excellence with everything we do. Our focus is understanding and satisfying everyone who accesses our service.
Part of our Continuous improvement policy is that of managing our business based on facts rather than opinions, to have the facts we require the feedback from all participants and/or their families.[1]
This can be provided by emailing Gabbie Johnson on at gabbie@beachbreakot.com.au
If you are not happy and wish to make a complaint, please firstly send an email to the above email address. We will not treat you differently because you voiced a concern.
If you do not want to talk to Beach Break OT you can contact the NDIS Quality and Safeguards Commission. (https://www.ndiscommission.gov.au/about/complaints-feedback/complaints) or AHPRA if you wish to make a complaint about a therapist.