Our Cancellation Policy, Sick Child Policy, and Privacy Policy are outlined below.
If you have any questions or concerns relating to these policies, please contact us here.
We hold strict policies regarding cancellations.
Sessions that are cancelled in advance (more than 48 hours notice given) are not charged. Late cancellation fees are incurred when less than 48 hours notice is provided. No-shows also incur such fees.
Notification must be in writing. Please email/text your clinician directly or contact us here - do not leave a message on our machine for cancellations. Schools are not expected to advise us if your child does not attend school, thus parents must contact us directly.
In the event of a late cancelation or no-show, we endeavour to use this time for resource preparation or other non-contact needs your child may have.
To mitigate cancellations, we send SMS reminders three days prior to all scheduled appointments.
Where cancellations are recurring, our staff will endeavour to contact you to determine if there is situation that may require additional support.
Fees applicable:
Cancellation with less than 48 hours notice and no-shows are charged at clinician’s rate.
Travel cost will be charged for late cancellations within MMM 4-5 areas
Travel cost will be charged for no-shows in all areas MMM 2-5
NDIS guidelines cover the cost of sessions that need to be cancelled due to illness (yours or your child’s).
We request you keep your children at home and cancel sessions should they be unwell. This is in the best interest of your child and for the wellbeing of our staff and other clients.
If a child attends for a session and is clearly unwell, our clinicians are not obliged to proceed with the appointment and it will be charged as a late cancellation.
Respecting your privacy
We respect your personal information, and this Privacy Policy explains how we handle it.
What personal information do we collect and hold?
The types of information that we collect and hold about you could include:
ID information such as your name, postal or email address, telephone numbers, and date of birth;
financial details such as your method of payment; and
other information we think is necessary.
How do we collect your personal information?
Unless it’s unreasonable or impracticable, we will try to collect personal information directly from you (referred to as ‘solicited information’). For this reason, it’s important that you help us to do this and keep your contact details up-to-date. There are a number of ways in which we may seek information from you. We might collect your information when you fill out a form with us, when you’ve given us a call or used our website. We also find using electronic means, such as email or SMS, a convenient way to communicate with you and to verify your details.
What if you don’t want to provide us with your personal information?
If you don’t provide your information to us, it may not be possible for us to give you access to our services.
What do we do when we get information we didn’t ask for?
Sometimes, people share information with us we haven’t sought out (referred to as ‘unsolicited information’). Where we receive unsolicited personal information about you, we will check whether that information is reasonably necessary for our functions or activities. If it is, we’ll handle this information the same way we do with other information we seek from you. If not, we’ll ensure we do the right thing and destroy or de-identify it.
How do we take care of your personal information?
The security of your personal information is important to us and we take reasonable steps to protect it from misuse, interference and loss, and from unauthorised access, modification or disclosure. Some of the ways we do this are:
document storage security policies;
security measures for access to our systems; and
only giving access to personal information to a person who is verified to be able to receive that information
We may store personal information physically or electronically with third party data storage providers. Where we do this, we use contractual arrangements to ensure those providers take appropriate measures to protect that information and restrict the uses to which they can put that information.
What happens when we no longer need your information?
We’ll only keep your information for as long as we require it for our purposes. We may be required to keep some of your information for certain periods of time under law. When we no longer require your information, we’ll ensure that your information is destroyed or de-identified.
How we use your personal information
What are the main reasons we collect, hold and use your information?
Collecting your personal information allows us to provide you with the products and services you’ve asked for. This means we can use your information to enable access to our services.
What are the other ways we use your information?
We’ve just told you some of the main reasons why we collect your information, so here’s some more insight into the ways we use your personal information including:
identifying you;
telling you about other products or services we make available and that may be of interest to you, unless you tell us not to;
allowing us to run our business efficiently and perform general administrative tasks;
preventing any fraud or crime or any suspected fraud or crime;
as required by law, regulation or codes binding us; and
any purpose to which you have consented.
Who do we share your personal information with?
We will not share your personal information with any third parties without your prior consent.
How do you access your personal information?
We will always give you access to your personal information unless there are certain legal reasons why we can’t. You can ask us in writing to access your personal information that we hold. In some cases, we may be able to deal with your request over the phone.
We will give you access to your information in the form you want it where it’s reasonable and practical. We may charge you a small fee to cover our costs when giving you access, but we’ll always check with you first.
We’re not always required to give you access to your personal information. Some of the situations where we don’t have to give you access include when:
we believe there is a threat to life or public safety;
there is an unreasonable impact on other individuals;
the request is frivolous;
the information wouldn’t be ordinarily accessible because of legal proceedings;
it would prejudice negotiations with you;
it would be unlawful;
it would jeopardise taking action against serious misconduct by you;
it would be likely to harm the activities of an enforcement body (e.g. the police); or
it would harm the confidentiality of our commercial information.
How do you correct your personal information?
Contact us if you think there is something wrong with the information we hold about you and we’ll try to correct it if it’s; inaccurate, out of date, incomplete, irrelevant or misleading.
How do you make a complaint?
If you have a complaint about how we handle your personal information, we want to hear from you. You can contact us by using the details below.
We are committed to resolving your complaint and doing the right thing by our clients.
Contact Us
We care about your privacy. Please contact us if you have any questions or comments about our privacy policies and procedures. We welcome your feedback. Please contact the office on (08) 9751 2305 or via our contact form.
Changes to this Privacy Policy
This Policy may change. We will let you know of any changes to this Policy by posting a notification on our website, correspondence via post or e-mail or you may contact us for a copy of the most up to date policy at any time.
Last Updated: 30 November 2023