Service and Payment Policies

Effective: 01/02/2025

1. Participant/Caregiver Responsibilities
As a participant or caregiver, your active involvement is essential for the success of therapy. Your responsibilities include:

1.1 Attend Sessions on Time: Arrive promptly for each session.

1.2 Engage in Therapy: Actively participate and complete any tasks assigned.

1.3 Communicate Concerns: Let us know if you have any issues with the service, either by discussing them directly with the therapist or by using our feedback and complaints form on the website or writing to PO Box 775 Wallaroo South Australia 5556.

1.4 Provide a Suitable Environment: Ensure the therapy environment is safe and conducive to the session.

1.5 Cancel Appointments Promptly: Cancel appointments in line with the cancellation policy.

1.6 Book Appointments: Use the platform/system provided to book and coordinate appointments with relevant parties (e.g., teachers, support workers).

1.7 Participate in Annual Goal Reviews: Attend yearly reviews to assess therapy progress and set new goals.

1.8 Submit Required Forms: For school-based appointments, if required.

1.9 Monitor Funding: Inform us if your NDIS funding is running low.

1.10 Pay Invoices On Time: Ensure that all invoices are paid by the due date.

1.11 Pay Privately (If Necessary): If NDIS funding is exhausted, pay for services privately.

1.12 Provide Relevant Reports: Share reports from other specialists (e.g., audiograms, psychological assessments) as needed for therapy.

1.13 Notify of NDIS Plan Changes: Inform us of any updates to your NDIS plan or funding.

1.14 Update Everyone Can Communicate: Inform us of any changes to your goals, school details, or other health professionals. You can do this by speaking with your therapist, emailing admin@everyonecancommunicate.com.au, or submitting a form through the 'Update Your Details/Provide Documents' page in the client portal.

2. Provider Responsibilities
As your service provider, we are committed to delivering high-quality therapy services. Here are the responsibilities we hold:

2.1 Timely Services: We will provide services as scheduled and notify you in advance if an appointment needs to be canceled.

2.2 Indicate Capacity: We will advise you if your concerns are within the scope of speech pathology or if we cannot assist you.

2.3 Set Goals: We will establish therapy goals based on your concerns and the results of any assessments.

2.4 Personalised Therapy Plans: We will create therapy plans tailored to your specific goals.

2.5 Monitor and Adjust Therapy: We will regularly review and update therapy plans as needed to ensure progress toward your goals.

2.6 Confidentiality: We will maintain the confidentiality of your personal and medical information.

2.7 Service Agreements: We will update service agreements as needed.

2.8 Legal Obligations: We are required by law to report any concerns of abuse or neglect to the relevant authorities to ensure your safety.

3. Payment Policy

3.1 Payment Methods:
Payment for services can be made via the following methods:
• Private/Self Funded
• Plan Managed NDIS Plan
• Self-Managed NDIS Plan
Note: We cannot accept clients who are agency managed.

3.2 When NDIS Funding is Low or Exhausted
If NDIS funding is exhausted or running low, clients can:

3.2.1 Request a Report: A report can be requested, which outlines services and recommendations for additional funding. You may either pause services or continue privately at your own expense.

3.2.2 Pause or Pay Privately: If NDIS funding has run out, you can choose to pause services or continue privately at your own cost.

3.3 Responsibility for Monitoring NDIS Funding
It is your responsibility to track your NDIS funding. If you run out of funding and continue booking appointments, you will be liable for paying for services privately.

4. Health and Safety Policy

4.1 Health and Safety Protocols for Sessions
We prioritise the safety of both participants and therapists. If any health or safety concerns arise during a session, the therapist may terminate the session early for the following conditions:

4.2 Conditions for Early Termination of Sessions
A session may be cancelled early if:
• Smoking occurs (except during telehealth sessions).
• Intoxication or substance-affected behaviour is observed.
• Possession or use of weapons (including failure to store them safely).
• Unsecured pets pose a safety risk (except for service animals).
• Verbal or physical aggression from the participant or their support person.
• Refusal to wear a mask (if required due to health or legal mandates).
• The participant or support person is unwell when the therapist arrives.

4.3 Consequences of Early Termination
If the appointment is terminated for any of the above reasons, the full appointment fee, including any applicable travel charges, will be charged.

4.4 Termination of Services
If three or more breaches of these safety protocols occur, services may be ceased permanently, as explained in 5.7.3.

5. Cancellation Policy

5.1 General Cancellation Policy
We understand that appointments may need to be canceled or rescheduled. Please refer to our cancellation policy below to ensure a smooth process.

5.2 Cancellation Fees
• 3 or more business days' notice: No cancellation fee will be charged.
• 2 business days or less: The full appointment fee (including any applicable travel costs) will be charged.

5.3 Travel Costs and Cancellations
• If the provider has not started travelling: No travel charge will apply.
• If the provider has already travelled or is en route: Travel time will be charged.

5.4 How to Cancel an Appointment
To cancel an appointment, please:
• Reply to the reminder message.
• Complete the cancellation request form via the ‘Contact Us - Cancel an Appointment’ page on our website.

5.5 Authorised Cancellation Contacts
You may authorise specific individuals to cancel appointments on your behalf. If there are any changes to this list, please update your preferences via the 'Update Your Details' section of the client portal.

5.6 Cancellation by Provider for Single Appointments
Appointments may be cancelled by the provider under the following conditions:

5.6.1 Unpaid Invoices: After 3 unpaid invoices or 1 or more invoices are 1 month overdue, services will be paused until payment is made.
Re-engagement after Cancellations: Rebooking is subject to availability and payment of outstanding invoices.

5.6.2 Safety Concerns: If the therapist feels unsafe due to breaches of our Health and Safety Policy (see Section 4 for details) during an appointment, the therapist may cancel the appointment early at their discretion. The client will be notified in writing that the cancellation was due to a health and safety policy breach. Please note that the full appointment fee, including any applicable travel costs, will still apply for appointments that end early due to safety concerns.

5.6.3 Provider Illness: If the therapist is unwell and unable to attend an appointment, the session will be cancelled at no cost to you. Ongoing services will not be cancelled due to the provider’s illness unless it results in a prolonged inability to provide services.

5.7 Suspension or Cancellation of Ongoing Services
There are certain circumstances in which ongoing services may be temporarily suspended or permanently cancelled by the provider. These are in addition to individual appointment cancellations and are outlined below.

5.7.1 Unpaid Invoices
After 3 unpaid invoices or 1 or more invoices are 1 month overdue, services will be paused until payment is made. Re-engagement after Cancellations: Rebooking is subject to availability and payment of outstanding invoices.

5.7.2 Late Cancellations
After four consecutive late cancellations, ongoing services will be reviewed. A summary will be written at no additional charge to ensure ethical NDIS funding use.

5.7.3 Safety Concerns
See section 4 “Health and Safety Policy” for the specific policies and rules around what we classify as safety concerns where the following steps will be enacted:
• First Offense: If safety concerns arise during a session, it will be up to the therapist’s discretion to cancel or not cancel the session early, and the client will be notified in writing that this is their first offense. Depending on the circumstances, services may be temporarily suspended until the issue is addressed and resolved.
• Second Offense: If safety concerns persist or occur again, ongoing services will be reviewed. It will be up to the therapist’s discretion to cancel or not cancel the session early, and the client will be notified in writing that this is their second offense. Depending on the circumstances, services may be temporarily suspended until the issue is addressed and resolved.
• Third Offense: If safety concerns persist or occur again, ongoing services will be suspended, and the client will be notified in writing that this is their third and final offense. A permanent suspension of services will be enacted.

5.7.4 Non-Compliance with Service Terms
• First Offense: If the participant or caregiver does not comply with the service terms (e.g., failure to follow agreed protocols), the client will be notified in writing that this is their first offense. Depending on the circumstances, services may be temporarily suspended until the issue is addressed and resolved.
• Second Offense: The client will be notified in writing that this is their second offense. Depending on the circumstances, services may be temporarily suspended until the issue is addressed and resolved.
• Third Offense: Persistent non-compliance may lead to the permanent cancellation of services. The client will be notified in writing that this is their third and final offense. A permanent suspension of services will be enacted.