Service Policies

Our Terms of Service outline how we deliver supports and services. It includes our rights and responsibilities as a service provider, and your rights and responsibilities as a customer. These terms are subject to change. We will provide you with 14 days’ notice in writing if any changes affect you. By consenting to services with Learn for Life, you are consenting to the following terms and conditions.

We both have rights and responsibilities. 

It is our responsibility to:

• Treat you with courtesy and respect.
• Communicate openly and timely.
• Keep accurate records of your personal and service information, as well as full and accurate accounts and financial records of the supports delivered to you. 
• Protect your privacy and confidential information and provide you with access to your personal information where you require or request it, as per our Privacy Policy.
• Ensure that workers comply with mandatory screening requirements for their positions.
• Work within the law, including the National Disability Insurance Scheme Act 2013 and Rules, Child Safety Act 2016, Privacy Act 1988 and Australian Consumer Law.
• Provide at least 24 hours’ notice if a service needs to be rescheduled or as much notice as possible for unforeseen circumstances.
• Provide at least 14 days’ notice in writing of termination of services.

It is your responsibility to:

• Treat us with courtesy and respect.
• Provide true, accurate, current and complete information about yourself.
• Inform us immediately if your NDIS plan is suspended, changed or replaced by a new plan.
• Keep track of your spending against the NDIS plan and ensure that there are sufficient funds to pay for the supports provided at the time they are provided.
• Inform is if there are changes in your individual or family circumstances that might affect who can make decisions or receive information on your behalf.
• Pay for any damage you may cause to our property, equipment or items.
• Pay for non-attendance without adequate notice in accordance with our Cancellation Policy.
• Provide at least 14 days’ notice in writing of termination of services. 

We shall collect personal information about clients that is required in order to provide our service, in accordance with the Privacy Act 1988. This may include, though not be limited to, name, contact details, medical history, carers/guardians, places of education, date of birth, personal situation, nature of disability and, funding. Personally identifiable information shall be held in secure electronic systems. If the client or representative wishes to access the information Learn for Life Occupational Therapy Services holds (both personal and health), they have the right to do so.

We will never disclose personally identifiable information to any third party without consent, unless required by law or a court order. We may ask you to complete a Consent to Exchange Information form if we feel disclosing information will support your therapy goals. For billing and invoicing purposes, we may disclose relevant aspects of the client’s personal information with third parties such as Plan Managers or the NDIA.

In the event of a data breach or unauthorised access to personal and sensitive information, we will notify affected individuals promptly either directly via telephone or email.

Learn for Life Occupational Therapy follows the NDIS Pricing Arrangements and Price Limits. A therapist’s time is billed at $193.99 per hour. This consists of supports provided to help you achieve your goals, and may include face-to-face services, meetings, telehealth, phone and email consultations, assessment scoring, equipment prescription, resource making, note writing and written reports. Standard 60 minute appointments include 45 minutes face-to-face therapy and 15 minutes case notes and session planning.

We also charge for the time it takes for our therapists to travel to the location to see you. This is charged at the same hourly therapy rate, and calculated as a round trip from our office, to the site of service. Travel each way is capped at 30 minutes in metropolitan MMM1-3 areas and 60 minutes in regional MMM4-5 areas. Where possible, we will minimise travel charges by sharing costs between participants seen in nearby locations.

Our prices are subject to change in accordance with NDIS Pricing Arrangements.

 It is your responsibility to ensure payment is received for services provided. Depending on whether your Improved Daily Living funds are self- or plan-managed, we will send invoices to you or your nominated plan manager, after we have provided services. We are currently not an NDIS registered provider and therefore cannot claim payments using agency-managed funds.

Payment is required via direct deposit within 14 days of the invoice date. Please quote the invoice number as the reference when making a payment. You will have 7 days from the date of invoice to raise any issues with your therapist. If payment isn’t received within 14 days we will send you a reminder letter/email. If payment isn’t received within 28 days we will suspend your service until the outstanding amount is paid in full. All necessary means may be taken to recover the funds, which may include the addition of legal fees resulting from the debt recovery process.

In instances of non-attendance or cancellation of therapy session by you with less than 24 hours’ notice, a late cancellation fee of 90% of the full agreed price including travel will apply. You won’t be charged for services that we cancel or can substitute. We may waive the cancellation fees in exceptional circumstances at our discretion. To cancel a session, please contact your therapist directly via phone or email, or call (08) 8257 9185. 

We encourage feedback about the services and supports we provide. Any feedback or concerns about services can be raised directly with your therapist, via phone on (08) 8257 9185, or by emailing admin@learnforlifeot.com.au.

We are committed to resolving complaints and disputes fairly, equitably and as quickly as possible. However, if you are unhappy with the outcome of our process, you can contact the NDIS Quality & Safeguards Commission by visiting one of their offices in person, calling 1800 035 544 or visiting www.ndiscommission.gov.au for further information.

If you need help to make a complaint you can use an advocate, family member or friend.