Our Service Policies

Cancellation & Non-Attendance Policy

We dedicate our time to our clients, so we ask that you give us as much notice as possible if you or your child can't attend an appointment. Please note that if your child has therapy appointments at school, it is still your responsibility to let us know that your child is absent from school that day.

Cancellations after 3pm the business day before your appointment incur a 90% cancellation fee. Failure to attend an appointment without providing prior notice also incurs a 90% cancellation fee.

Failure to attend and late cancellations of two appointments in a six week period will result in all future appointments being cancelled, and your therapy plan with All Star Therapies being reviewed.

If you are regularly needing to cancel your appointments due to competing priorities, the team will be in contact with you to discuss how you'd like to move forward.

If your child is unwell, and you'd like to avoid a cancellation fee, please contact the team to see if a Telehealth appointment is suitable for your child's goals, or if the appointment can be swapped for administrative time for your child's therapy, or to a parent consult.

*To cancel an appointment, please contact 9924 5115 or email admin@allstartherapies.com.au

Late Payments

In order to ensure we can continue to provide a high quality service (and keep our doors open!), we invoice weekly. We do not offer pay on the day options. You will receive automatic reminders via email when your invoice is 7 and 14 days overdue.

Once you have two or more overdue invoices, future appointments will be placed on hold or cancelled, until payment is received.

Supporting letters, reports and documentation

Supporting letters, reports and documentation from the All Star Therapies team is often required to

support applications for grants (such as Variety Grants)
use NDIS consumables funding
provide an update on the NDIS funded therapies
provide background information ahead of paediatrician reviews

All Star Therapies is committed to providing a consistent and fair approach to how we support these requests, and this policy details the process.

All requests from families (or support coordinators) for detailed supporting documentation should be sent to Admin (admin@allstartherapies.com.au). This allows us to ensure that the family is aware of the time required to complete the request.

Therapists must be involved in the process of choosing the items prior to purchase, in order to ensure that the appropriate therapy goals and features of the product align. Therapists cannot provide supporting documentation for a purchase they were not consulted about before or after the item has been purchased.

As is stated in our service agreements, face to face appointments can be swapped for administrative time in order to have these requests supported.

NDIS Outcome Summary Reports

Please note that the NDIS expects outcome summary reports be uploaded to the NDIS portal at a minimum of 6 weeks prior to the plan review meeting. We require up to 6 weeks to complete the required documentation and meetings in order to provide this report, therefore ask that you provide us with 12 weeks notice of your plan review meeting.

Abusive or inappropriate behaviour

Abusive or inappropriate behaviour towards staff and other service users is not tolerated and may result in the cancellation of your appointments, and the ending of your service agreement.

Complaints

If a person wishes to provide feedback or our services have fallen short of the your expectations and they wish to make a complaint, the participant can discuss this with Rachel Banks on 9924 5115 or email rachelbanks@allstartherapies.com.au

If the participant is not satisfied or does not want to talk to this person, the participant can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting ndis.gov.au for further information.