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Our Service Policies​

The Service Policy page was last updated 1st of July 2025

Cancellation Policy

If a participant, client, or patient needs to cancel or reschedule an appointment, they are required to give Soaring Health 2 clear business days' notice. If a cancellation is made within 2 clear business days, 100% payment will be required.

In the event of an unforeseen cancellation, such as a practitioner illness, emergency, natural disaster, or pandemic, Soaring Health has established support arrangements to ensure your care continues without interruption. These measures have been developed in alignment with our Emergency & Disaster Management Plan (EDMP), Continuity of Clinical Services Policy, and/or Pandemic Management Plan.

Should such a situation arise, we are committed to working collaboratively with you and following the procedures outlined in the EDMP to safeguard everyone's wellbeing and minimise disruption to your services. To maintain continuity of care, Soaring Health may offer an alternative solution such as:

1. Rescheduling your appointment on the same day,
2. Relocating the session to an alternative site or your home,
3. Changing the appointment to telehealth,
4. Delivering non face-to-face services (e.g., creating resources or therapy plans), or
5. Assigning an alternative qualified therapist.

If Soaring Health arranges any of these alternatives in line with our policies and you choose to decline, a cancellation fee may still apply. However, if the cancellation is caused by Soaring Health and no alternative arrangement is offered, you will not be liable for any cancellation fee.

Cancellations appointment

Please be mindful that cancellations incur the cost of the total time allocated to your appointment. This includes the practitioner’s face-to-face time, any non-face-to-face time related to your care (such as documentation or planning), and travel time to and from the appointment (excluding the per-kilometre travel charge).

For details on how travel costs are calculated for in-home and community appointments, please refer to our Travel Policy.

Travel Policy for Home and Community Consultations 

Travel costs will be claimed for all out of clinic appointments, including home visits and community consultations (e.g. schools, childcare, parks, respite/Sil, or assistive technology trials).

Travel Time Charges

  • Travel time is capped at 60 minutes total and is charged at half the practitioner’s standard hourly rate.

  • Travel time is calculated from the clinic the practitioner is attending from.

  • You may be informed of the fixed travel charge prior to your appointment.

  • You may incur more than one fixed travel charge if:

    • Different practitioners are attending from different clinic locations, or

    • Services are provided across multiple sites (e.g., both home and school).

  • Where applicable, additional travel time beyond the fixed allowance may be billed in 10-minute increments, reflecting actual travel conditions (e.g., traffic delays).

Travel Distance Charges

  • Travel distance will be billed at $0.99 per km.

  • Uber or rideshare costs (if used) will be billed separately as non-labour travel.

Travel charges align with current NDIS pricing guidelines and may be updated accordingly. For more information, please speak with your Soaring Health practitioner or clinic manager.

Visit our NDIS Info

Non-Face-to-Face Billable Work Policy

At Soaring Health, we recognise that high-quality care extends beyond the face-to-face time spent with participants. To ensure transparency and alignment with NDIS Pricing Arrangements, our billing model incorporates both face-to-face and non-face-to-face components of service delivery. This policy outlines how non-face-to-face work is billed and what activities are included.

Appointment Structure and Duration

Appointments are structured to reflect the total time a practitioner dedicates to a participant’s care, including time spent outside of direct contact.
  • Standard Appointment; Billed as 75 minutes (45 minutes face-to-face + 30 minutes non-face-to-face)
  • Initial Appointment Billed as 120 minutes (60 minutes face-to-face + 60 minutes non-face-to-face)
These durations are consistent with clinical best practice and NDIS guidelines.



What is Face-to-Face Work?

Face-to-face work refers to all direct interactions between the practitioner and the participant, where therapy or clinical support is actively delivered. This includes, but is not limited to:

  • In-person sessions held at the clinic

  • Appointments conducted via Telehealth or video conferencing

  • Therapy sessions at community locations such as schools, childcare centres, parks, or respite centres

  • Home visits

  • Sessions delivered in specialised environments such as pools, gyms, or other therapy-specific settings

Face-to-face work is the time when the practitioner actively engages with the participant to provide assessment, intervention, coaching, or support.

What is Non-Face-to-Face Work?

Non-face-to-face work refers to essential activities that support therapy outcomes but occur outside of direct participant contact.

Session-Related Activities
  • Writing clinical notes and progress summaries
  • Creating and reviewing therapy plans
  • Reviewing goals, reports, documentation, and file history
  • Preparing therapy resources and session content
  • Coordinating multidisciplinary care
  • Tracking progress against participant goals
  • Signing in/out at schools or community sites
  • Managing therapy budgets
  • Completing safety checklists and risk assessments
  • Explaining and updating service agreements
General Communication
  • Phone calls and emails
  • Liaising with families, carers, educators, and support teams
  • Coordinating with schools, childcare centres, and other providers
  • Ordering or coordinating assistive technology trials and quotes
Report Writing
  • Functional capacity assessments
  • Support letters
  • Assistive technology (AT) reports and requests
  • NDIS review or planning documentation

Swim & Gym Access Fees Policy

Effective August 2025, a fixed access fee of $7.50 per session applies.

This fee covers access for participants, carers, and practitioners attending swim and gym sessions. The fee is charged directly to your NDIS therapy budget.
It applies regardless of any existing gym or pool memberships the participant may have. The fee applies to all pools and gyms used by Soaring Health clients, carers, and practitioners across Victoria.

For questions, please contact your Soaring Health practitioner or support coordinator.

Payment Terms Policy

Our payment terms policy supports timely and consistent access to Soaring Health services. We offer flexible payment methods, including eftpos, American Express, credit card, cash, and bank transfer. Some clients may be granted 7-day payment terms, requiring payment within 7 days of invoice. Timely payment ensures uninterrupted services. If payments are overdue, services may be paused and appointments cancelled until accounts are settled. Effective July 1, 2021.

Personal Information Collection Statement & Consent Policy

Why We Collect Your Information

  • We collect some personal details to help us give you the best possible support and services. This information helps us plan and manage your care effectively.
  • If we don’t have the right information, we might not be able to provide the support you need, which could affect your goals and progress.
  • We also use your information for things like billing—either directly or through programs like the NDIS.

Sharing Your Information

  • We only share your information with other service providers or health professionals who provide support to you.
  • We don’t share your details with commercial companies. However, we may send you information about services or products that could help with your care—unless you tell us not to.
  • We’ll always ask for your written consent before starting any new planned activities.

Your Privacy and Rights

  • We do not transfer your personal information outside of Australia unless it is necessary to deliver our services, and appropriate safeguards are in place to protect your privacy.
  • Your records are stored securely and only accessed by our team.
  • We do our best to keep your information accurate and up to date.
  • You can ask to see your information at any time, and if something’s wrong, we’ll fix it.

Privacy Policy

Our Privacy Policy (available via the button below) contains detailed information about our use and protection of your information. It applies to information collected digitally via the Soaring Health website as well as to information collected through other means such as administrative forms and clinical interviews.
View Privacy Policy
Soaring Health acknowledges the Traditional Owners of the lands on which our services are located.

We honour the strength and resilience of Aboriginal and Torres Strait Islander peoples and pay our respects to all Elders, past and present.
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