Terms of Service

Terms of Service Agreement

This Terms of Service Agreement (“Agreement”) outlines the relationship between Geelong Neuro Centre (“GNC”) and the clients (“Client”) and the responsibilities of each party when GNC is engaged with the Client.

Supports and Support Fees
1.1 GNC agrees to provide the Client with the following services for the duration of the Agreement at the scheduled rate:

(a) Assessment and treatment
(b) Clinically relevant communications including phone calls, written programs, and communication with other health professionals
(c) Attendance at team meetings and case conferences
(d) Assessment and trial of equipment as required
(e) Reports, forms, or letters as required by the NDIS or requested by the Client or Client’s representative
(f) Cancellation charges for late notice or no show appointments
(g) Travel to and from appointments, including non-labor costs as per the NDIS price guide
(h) Non-face-to-face client-specific administration including assessment analysis and interpretation, planning and evaluating therapeutic supports, and resource development

1.2 GNC reserves the right not to provide service or to cancel any future appointments for the Client if the Client does not have sufficient funds in their plan or if the plan expires. Any service fees not met by NDIS will be covered by the Client or the Client’s representative.

Cancellation Policy
2.1 1:1 appointments: cancellation fees will be charged for any cancellation within 2 clear business days of your appointment. If you contact GNC within 2 business days before your appointment or on the day of your appointment to cancel your appointment there will be a cancellation fee charged to your account

2.2 Should your therapist arrive at your scheduled appointment and you and your child are not at home or at the location of the appointment with no prior notice, the scheduled session including travel will be charged

2.3 Where GNC cancels a support due to operational reasons, the service will be rescheduled at no charge

2.4 Where multiple cancellations or no shows occur in a 12-month period, GNC will initiate contact with the client/ family and their support network to establish the supports we are providing are best suited to the needs of the client

Our Responsibilities To You
GNC will:

(a) Review the Client’s needs regularly to ensure the supports continue to be suitable
(b) Communicate openly and honestly in a timely manner
(c) Consult the Client on all decisions about how supports are provided
(d) Listen to the Client’s feedback and resolve any problems as soon as possible
(e) Protect the Client’s privacy and confidential information
(f) Provide supports in a manner consistent with all relevant laws, including the NDIS Act 2013 and Rules, and the Australian Consumer Law
(g) Maintain accurate records of the supports provided to the Client

Feedback & Complaints
4.1 If the Client wishes to give GNC feedback or is not satisfied with the provision of supports and wishes to make a complaint, the Client can contact GNC at 4245 1191 or admin@geelongneurocentre.com.au.

4.2 If the Client is not satisfied or does not want to talk to the GNC representative, they can make a complaint to the NDIS Commission by:

(a) Visiting www.ndiscommission.gov.au; or
(b) Calling 1800 035 544.

Privacy and Sharing of Information
5.1 During the assessment, GNC will collect personal details and information about the Client’s condition and goals to ensure therapy is specifically tailored to the Client. This may involve contacting external therapists with the Client’s permission.

5.2 Only the Client’s therapist can view their information. GNC will only release information if required by law, such as in a medical emergency, or with the Client’s permission.

5.3 The Client’s information is stored securely on a password-protected computer system and is protected by the Privacy Act 1988.

5.4 The Client has the right to access their information and request corrections if necessary. A copy of all reports will be provided to the Client.

Acceptance of Terms
By engaging Geelong Neuro Centre, the Client (or their Parent/Guardian, as applicable) agrees to:

(a) Notify GNC if the NDIS Plan is replaced by a new plan or the Client stops being a participant in the NDIS
(b) Communicate with GNC in an open, honest, and timely manner, including notifying GNC of any changes to personal circumstances which may impact the way GNC provides supports
(c) Respect the rights and safety of GNC’s team
(d) Monitor spending against the NDIS Budget to ensure sufficient funds are available to pay for the agreed supports and pay the support fee where the NDIS Budget does not cover all or part of the support fee

By engaging Geelong Neuro Centre, the Client (or their Parent/Guardian, as applicable) acknowledges and understands that:

(a) They are responsible for paying the support fee if it is not covered by the NDIS Plan
(b) GNC may increase the support fee from time to time by providing reasonable prior notice
(c) Abusive or inappropriate behaviour towards GNC staff is not tolerated and may result in the cancellation of appointments.

Geelong Neuro Centre is a registered NDIS provider.

Looking to Make a Referral or Enquiry?

Geelong Neuro Centre has two simple methods to seeing one of our specialists. Simply Make an Enquiry for yourself, a friend or a family member. Or if you’re a health professional and would have a client you know could benefit from our services. Simply enter their details on the Referral page and we will be in touch!