Policy

Marsden Therapy Client Terms and Service Policies

These terms are a legally binding agreement between you and Brix Ability Pty Ltd (ABN 99 654 183 383), trading as Marsden Therapy. 

By booking any appointment, you confirm you are authorized to agree to these terms for yourself or a child under your care.

  1. Privacy, Confidentiality, and AI Data Usage
  • Encrypted Storage: Personal and health information is gathered and stored securely within our encrypted medical software.
  • Information Sharing: We share information only with authorized parties involved in your care, such as the NDIA, Plan Managers, medical professionals, and schools.
  • AI Software Disclosure: Our practice management software may share de-identified client data with Artificial Intelligence (AI) for training purposes; Marsden Therapy has no direct control over these external third-party processes.
  • Clinical AI Usage: Our staff may use AI tools to assist in clinical documentation, such as summarizing session notes or generating reports, to ensure service efficiency.
  • Recording: Marsden Therapy may request consent to record sessions for clinical documentation, training, or quality assurance purposes. Recording will only occur with appropriate consent.
 
  1. Session Structure and Professional Pricing
  • 70-Minute Clinical Block: Every standard therapy session is billed as 70 minutes of total support time to cover the full clinical cycle.
  • Fee: The total cost for this 70-minute block is $226.32.
  • Direct Therapy: Includes 45–50 minutes of face-to-face consultation.
  • Non-Face-to-Face Work: Includes 10 minutes for clinical documentation, 10 minutes for session preparation/note review, and 5 minutes for parent or case-worker briefings.
  • Report Notice: We require a minimum of three weeks’ notice in writing to prepare NDIS progress reports or formal letters.
  • Price Adjustments: Support fees are reviewed and increased in accordance with changes to the NDIS Pricing Arrangements and Price Limits.
 
  1. NDIS Funding and Payment Responsibility
  • Client Responsibility: You are responsible for monitoring your NDIS budget to ensure sufficient funds are available for all services.
  • Non-Payment: If NDIS funding is exhausted, declined, or your plan details are incorrect, you remain personally liable for the full fee.
  • Payment Timing: Payments for self-managed and private clients are processed automatically on the day of service using the card details provided.
  • Debt Recovery: We reserve the right to engage a third-party debt collection agency for unpaid fees; you agree to pay all additional costs incurred during the recovery of such debts.
 
  1. Cancellation and Attendance Policy
  • Therapy Sessions: You must provide a minimum of two full business days’ notice to cancel or reschedule.
  • Assessment Sessions: Require seven days’ notice for cancellation.
  • Late Fees: Failure to provide sufficient notice or missing an appointment will result in a 100% session fee charge.
  • 15-Minute Rule: If you are more than 15 minutes late, you will not be admitted to the session, but you remain liable for the full fee.
  • Waitlist Priority: Repeated cancellations or no-shows (more than 2 consecutive weeks) may result in your regular time slot being forfeited and given to a client on our waitlist.
 
  1. Child Supervision and Late Pick-Up
  • Not a Childcare Provider: Marsden Therapy provides clinical therapy; we are not a daycare or childcare facility.
  • Supervision: Children remain the sole responsibility of parents or carers at all times while on the premises.
  • Emergency Absences: If you are absent during a medical emergency, our team will act in the child’s best interest but will not be held accountable for any shortcomings in care during your absence.
  • Late Pick-Up Fee: If you fail to collect your child on time, you will be charged for supervision time at the same hourly rate as your therapy session.
 
  1. Medical Emergencies and Health
  • Ambulance Rights: Marsden Therapy reserves the right to call an ambulance for any participant, client, or staff member in the event of a medical emergency.
  • Medical Costs: You are solely responsible for all costs associated with ambulance transport and emergency medical treatment.
  • Safety Rules: You must abide by our Zero Tolerance Policy and comply with all health and safety rules while at our clinics.
 
  1. Clinical Responsibility and Professional Scope
  • Professional Judgment: Services are provided based on evidence-based practice and professional clinical judgment.
  • Outcome Variation: Therapy outcomes vary between individuals; progress is dependent on attendance, family involvement, and home practice.
  • Substitution: We reserve the right to provide a replacement therapist if your regular clinician is unavailable to ensure continuity of care.
  • Scope of Practice: We may decline service requests that fall outside of our professional standards or clinical scope.
 
  1. Conduct and Discharge
  • Staff Abuse Policy: We maintain a Zero Tolerance Policy for abusive or threatening behavior; harassment of staff will result in the immediate termination of services.
  • Notice of Discharge: If you wish to end services, a two-week written notice period is required.
  • Immediate Cessation: Any breach of your responsibilities as a client immediately waives any notice period, and services may be ceased effective immediately.
 
  1. Complaints and Feedback

Marsden Therapy is committed to providing high-quality services and welcomes feedback.

If you have a concern or complaint regarding our services, we encourage you to contact our team directly so we can attempt to resolve the matter promptly.

Complaints can be submitted by:

  • Phone: (02) 8609 5755
  • Email: complaints@marsdentherapy.com.au

If a concern cannot be resolved internally, participants may contact the NDIS Quality and Safeguards Commission or seek support from an independent advocacy service.

  1. Limitation of Liability

To the extent permitted by law, Marsden Therapy’s liability for any claim arising from services provided is limited to the cost of the services delivered.

Nothing in this agreement excludes rights available under Australian Consumer Law.

  1. Communication Timeframes

Therapists may take up to three business days to respond to non-urgent emails, phone calls, or messages.

Urgent concerns should be directed to clinic administration.

  1. Service Availability

Therapy services are provided based on therapist availability, clinical suitability, and operational capacity.

Marsden Therapy cannot guarantee ongoing therapy sessions beyond those currently scheduled.

  1. Policy Updates

Marsden Therapy reserves the right to update these policies periodically to reflect regulatory, operational, or clinical changes.

Updated policies will be made available to clients via our website or upon reques