Costs of Service

At Palms, we charge all therapy services at the same hourly rate for both NDIS and non-NDIS clients. This includes face-to-face sessions, telehealth consultations, and the necessary documentation work.

• All fees for NDIS participants are in line with the NDIS Pricing Arrangements and Price Limits Guide.

• Community visits incur additional costs.

Our payment terms vary depending on how your NDIS funds are managed.

Treatment Appointments (Direct Service)

Direct treatment services include:

• Face-to-face appointments at our clinic

• Conferences with parents, schools, employers, or other allied health providers

• Tele-therapy services

• Phone consultations

• In-community appointments (school, home, playground, workplace, etc.)

Treatment Appointments (Indirect Service)

Indirect treatment services (documentation, phone conversations, equipment prescription, etc.) are charged at the hourly rate.

In-Community Appointments
Face-to-face appointments at schools, homes, playgrounds, or other locations. These sessions are charged at the hourly rate plus travel and petrol costs.

Cancellation Fees

All cancellations or non-attendance must be provided with 48 business hours’ notice to avoid a cancellation fee. Failure to provide notice will result in the full fee being charged for the service.

Additional Policies

Parents or carers agree that Palms Physiotherapy & Allied Health holds a general lien over all personal records, files, and documents related to services provided as security for outstanding payments until settled.

Changes to NDIS Pricing and Policies

In the event of changes to NDIS Pricing or policies, Palms Physiotherapy & Allied Health will update our fees to reflect those changes. Clients agree to these changes in advance, and participants will be informed accordingly.

Outstanding Fees

If payments are not made within specified payment terms, Palms reserves the right to cancel future appointments with 72 business hours’ notice until payments are settled. Repeated late payments may result in a requirement for advance payment.

For Self-Managed Clients, interest may be charged on overdue invoices at a rate of 6% above the Reserve Bank of Australia’s official cash rate. Recovery costs may apply if additional action is required.

Self-Managed Clients

To help manage your NDIS plan, the following guides are available:

• Self-Management Guide

• Managing Your Plan

• Using Your Plan

• Paying for Your Supports

At Palms Physiotherapy & Allied Health, our approach to care is driven by compassion, professionalism, and inclusivity. We ensure our clients receive the highest level of service in accordance with industry standards, while maintaining transparency and flexibility.

Our Core Therapy Values Include:

• Cultural Inclusivity

• Neurodiverse Approach and Language

• Trauma-Informed Care

• Creating a Safe Environment for All Clients

Compliments and Feedback

We operate with a philosophy of continuous improvement. Your feedback—both positive and constructive—helps us enhance the quality of our services. We believe in a simple feedback model:

• If you’re not happy, let us know so we can resolve it.

• If you’re happy, tell others!

You can easily share your thoughts using our feedback form or by speaking directly with any of our team members.

• Compliments and Complaints Form

• Complaints Management Procedure

NDIS Information and Transparency Obligations

To ensure compliance with NDIS funding and pricing policies, Palms Physiotherapy & Allied Health requests the following from NDIS participants or their guardians:

• NDIS Participant Number

• NDIS Plan start and end dates

• NDIS Funding details and management type

  • If Plan Managed, the Plan Manager's contact details

Should any of these details change, clients or their carers are required to inform us so we can maintain accurate reporting, which is necessary for ongoing funding.

Appointment Timing

Our standard appointments are typically 60 minutes (45 minutes of direct therapy and 15 minutes for reporting and planning). 

If you arrive late, the session will still end at the scheduled time, and the full session will be charged. Once the appointment concludes, responsibility for the client reverts back to the parent, carer, or guardian present.

By adhering to these clear guidelines, we can provide a safe, efficient, and caring service to all our clients, ensuring that both NDIS participants and private clients receive the support they need to thrive.