Our Service Policies

On this page:

– Cancellation Policy
– Travel Expense Policy
– Non-Contact Hours Billable
– Payment Terms Policy
– Personal Information Collection Statement and Consent Policy
– Privacy Policy

Cancellation Policy

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

Please be mindful that cancellations incur the cost of the total time allocated to your appointment. This total includes the practitioner’s travel time to and from the appointment but not cost per kilometre. See our reduced travel fees for more information on how travel costs are calculated for in-home and community appointments.

Travel Expense Policy

Home Consultation

Soaring Health charges a maximum of 30 minutes for each way of travel. This is calculated from the nearest clinic to a participant, client or patient’s home. This is billed at the standard rate of the practitioner. Travel charges may change in line with NDIS guidelines.

Community Consultation New policy update

There may be occasions on which you require a Soaring Health practitioner to meet you at an alternative location such as, but not limited to, your school, childcare centre, respite centre, park or assistive technology trial. For these community consultations, the practitioner’s billable travel time is capped at 30 minutes each way. Prior to your appointment, we will provide you with a fixed travel time based on the location of the community consultation. For more information, please discuss this with your Soaring Health practitioner.

Non–Contact Hours Billable

Soaring Health may bill for non-face-to-face (non-contact) hours dedicated to aspects of a participant, client or patient’s care and treatment such as scoring assessments, creating therapy plans, note taking, communicating with other service providers and researching specific strategies. The total contact and non-contact hours will not exceed the hours outlined in the Schedule of Supports (Section 4) of the Service Agreement provided at an individual’s initial appointment.

Payment Terms Policy New policy update

Our payment terms policy is designed to help clients and participants to manage their payments and ensure ongoing, consistent and timely access to Soaring Health therapeutic services and products. To enable this, we offer flexibility with payment methods and, in certain circumstances, payment terms. We accept a range of payment methods including eftpos, American Express, credit card, cash and bank transfer. For convenience, some participants and clients may be offered 7-day payment terms. In such cases, account settlement is due strictly 7 days from receipt of invoice. Payment within this timeframe ensures continued access to services and products and prevents any disruption to treatment. In the case that payment terms are not met, some services and products will not be provided and Soaring Health reserves the right to cancel upcoming appointments until payments are up to date. Effective from July 1, 2021.

Personal Information Collection Statement and Consent Policy

We need to collect certain information about you for the primary purpose of providing quality supports and services. This information will be used within the planning and management of your plans and supports. If you do not provide relevant personal information, in part or in full, this may result in the provision of incomplete supports or services, which may impact on your plans and goals. Information collected is also used for administrative functions such as billing you directly or through bodies, schemes and organisations such as the NDIS. We may disclose information about you to other service providers or health professionals only with your consent. We will not disclose your information to commercial companies, however, specific service or product information as deemed suitable for your management may be forwarded to you by us, unless you instruct us not to forward this type of information. Your written consent will be obtained before commencement of any new planned activities. We do not disclose your personal information to overseas recipients. Your file information is stored securely and accessed only by our workers. We take all reasonable steps to ensure that information collected about you is accurate, complete and up-to-date. You have the right to access information collected and held about you and may request this access at any time. If you believe that any of the information we have about you is inaccurate, we may amend it accordingly. If you have any concerns or questions about this statement or wish to access your information, you may contact us by email, mail or phone using the details provided at the bottom of this page.

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.