These terms apply to all services provided by Marsden Therapy.

By booking, attending, or receiving services, you acknowledge that you have read, understood, and agreed to these terms for yourself or for a participant or minor under your care.

Marsden Therapy provides allied health and behaviour support services including, but not limited to, Speech Pathology, Occupational Therapy, Psychology, Positive Behaviour Support, parent coaching, school support, and related clinical services.

1. Privacy, Confidentiality & Data Usage

Marsden Therapy is committed to protecting the privacy of personal and health information. We manage information in accordance with applicable Australian privacy laws, the Australian Privacy Principles, relevant NDIS Practice Standards, and applicable health records legislation.

1.1 Collection of Information

We collect information reasonably necessary to provide therapy, behaviour support, billing, funding management, safety planning, reporting, and service coordination.

This may include:

• participant name, date of birth, contact details and address;
• NDIS, Medicare, plan manager or funding details;
• guardian, nominee and emergency contact information;
• health, developmental, behavioural, educational and family history;
• reports, assessments, referrals, care plans and risk information;
• billing, attendance and service usage information.

1.2 Use and Disclosure

Information may be used or shared where reasonably necessary to provide services, coordinate care, manage funding, prepare reports, communicate with approved stakeholders, meet legal obligations, or support safety and quality improvement.

Where authorised, information may be shared with:

• parents, guardians, nominees or authorised representatives;
• schools, childcare centres and educators;
• support coordinators, plan managers and support providers;
• medical practitioners and allied health professionals;
• NDIA, Medicare, DVA or other relevant funding bodies;
• regulators or government agencies where required by law.

1.3 Referrers and Discharge Summaries

Where services have been referred by a medical practitioner, school, support coordinator, or other professional, Marsden Therapy may provide relevant updates, reports or discharge summaries to the referrer where this is clinically appropriate, authorised, or reasonably necessary for continuity of care.

If you do not want certain information shared with a referrer or stakeholder, please notify Marsden Therapy in writing. In some circumstances, information may still need to be shared where required or authorised by law, funding rules, safeguarding obligations or clinical risk.

1.4 AI-Assisted Administrative & Clinical Support

Marsden Therapy may use secure digital systems, automation tools and AI-assisted tools to support administration, appointment handling, document formatting, clinical drafting, note organisation, resource creation and workflow efficiency.

Clinical decisions, final reports and recommendations remain the responsibility of qualified clinicians.

1.5 Recording

Marsden Therapy does not routinely record therapy sessions. Where recording is clinically required for assessment, supervision, documentation, training, safeguarding or quality purposes, separate consent will be sought where required before recording occurs.

Participants, carers or third parties must not record sessions, staff, other participants, phone calls or meetings without prior approval from Marsden Therapy.

1.6 Access and Correction

You may request access to, or correction of, personal or health information held by Marsden Therapy. We may request proof of identity and authority before releasing information. Reasonable administrative fees may apply where permitted by law.

1.7 Data Security

Marsden Therapy takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. This may include secure practice management systems, staff access controls, encrypted platforms, confidentiality obligations and secure storage processes.

1.8 Website, Cookies & Analytics

When you visit the Marsden Therapy website, limited technical information may be collected for website performance, security and analytics. This may include browser type, device information, pages visited, documents accessed, date and time of access, and IP or network information.

Marsden Therapy may use cookies and analytics tools such as Google Analytics to understand website usage and improve our website and services. Cookies help websites interact more effectively with your browser and device. Cookies do not usually identify you personally unless you voluntarily provide identifying information through a form, booking, enquiry or other direct interaction.

You may configure your browser to reject cookies or notify you when cookies are being used. Please note that some website features may not function properly if cookies are disabled.

Our website may contain links to third-party websites. Marsden Therapy is not responsible for the content, privacy practices or security of third-party websites.

1.9 Privacy Complaints

If you have any questions or concerns about how Marsden Therapy handles personal information, or wish to make a privacy complaint, please contact:

complaints@marsdentherapy.com.au

Marsden Therapy will review the complaint and respond within a reasonable timeframe.

2. Supports, Pricing & Billing Structure

Marsden Therapy provides services in accordance with current clinical requirements, funding rules, and where applicable, the NDIS Pricing Arrangements and Price Limits.

2.1 Initial Consultation

The initial consultation is generally charged as 1.5 hours of clinician time at the applicable hourly rate.

Current standard rate: $193.99 per hour
Current initial consultation total: $290.99

Rates are subject to change in accordance with NDIS Pricing Arrangements, Medicare schedules, funding rules, or Marsden Therapy fee reviews.

2.2 Standard Therapy Session

Marsden Therapy generally allocates approximately 70 minutes of practitioner time for a standard allied health appointment. This allocation may include direct participant support, assessment, consultation with parents, carers or other relevant stakeholders, participant-specific clinical documentation, intervention planning, preparation or modification of participant-specific resources, and other clinically necessary activities directly related to the participant’s goals and support needs.

While many appointments are expected to be close to this duration, practitioners will record the actual participant-specific clinical time delivered for each appointment. The amount invoiced will reflect the actual time spent delivering billable supports and will be charged on a pro-rata basis in accordance with the applicable NDIS Pricing Arrangements and Price Limits, or Marsden Therapy’s current Fee Schedule where the NDIS Pricing Arrangements do not apply.

2.3 Positive Behaviour Support / BSP

Positive Behaviour Support services, including assessments, planning, consultation, training, implementation support and related clinical procedures, are charged at the applicable specialist behaviour support rate.

Current PBS / BSP rate: $252.99 per hour as per NDIS Price Guidelines

Rates are subject to change in accordance with NDIS Pricing Arrangements, Price Limits and applicable funding rules.

PBS / BSP rate for private / non BSP Funding : $232.99 per hour

2.4 Medicare Referred Clients

Clients attending under a valid Medicare referral are billed at the applicable clinic rate.

Current Medicare / Private rate for Speech and OT Sessions : $193.99 per hour

Medicare fees and gap arrangements may change in line with Medicare schedules, clinic fee reviews and service type.

2.5 Reports, Letters & Documentation

Marsden Therapy may charge for reports, letters, behaviour support plans, recommendations, NDIS review reports, school reports and other participant-specific documentation.

A minimum of 4-6 weeks’ notice is generally required for substantial reports or formal documentation requests.

3. NDIS Funding, Personal Liability & Financial Responsibility

Participants, nominees, guardians and clients remain responsible for ensuring sufficient funding is available for requested services.

If funding is unavailable, exhausted, declined, incorrectly allocated or not claimable, the participant, parent, guardian or signing party remains personally responsible for the cost of services already delivered.

Marsden Therapy does not apply credit card surcharges or payment processing surcharges to NDIS support items where such surcharges are not permitted by NDIS pricing rules.

Marsden Therapy reserves the right to engage reasonable debt recovery processes where accounts remain unpaid after reasonable attempts to resolve the matter.

4. Payment Arrangements

4.1 Self-Managed and Private Clients

Self-managed and private clients may be required to pay at the time of service, by invoice, secure card payment, or another approved payment arrangement.

4.2 Plan-Managed Clients

Where a participant is plan-managed, invoices may be sent directly to the nominated plan manager. If the plan manager declines payment or funding is unavailable, liability may revert to the participant or guardian.

4.3 Failed Payments and Overdue Accounts

Where payments fail or accounts become overdue, Marsden Therapy may suspend bookings, place services on hold, require payment in advance, or take reasonable recovery steps.

5. Cancellation, Attendance & Travel Policy

5.1 Cancellation Notice

Speech, OT, psychology, PBS and other therapy appointments generally require two clear business days’ notice to cancel or reschedule without charge. Business days exclude weekends and public holidays.

5.2 Short Notice Cancellations

Where insufficient notice is provided, Marsden Therapy may charge a short-notice cancellation fee in accordance with NDIS Pricing Arrangements, Medicare or private fee arrangements, and the participant’s service agreement.

Current standard short-notice cancellation rates:

• Speech / OT / standard therapy cancellation fee: $193.99
• PBS / BSP cancellation: charged at the applicable scheduled PBS rate
• Medicare cancellation: same as service rate.
• These rates may change if NDIS pricing, Medicare schedules or Marsden Therapy pricing changes.

5.3 Late Arrivals and No-Shows

If a participant arrives late, the session may be shortened to protect subsequent bookings. Full fees may still apply.

If the participant does not attend, is unavailable, or the appointment cannot proceed for participant-related reasons, the appointment may be charged as a short-notice cancellation or non-attendance.

5.4 Clinical Use of Allocated Time

Where a participant cancels at short notice, Marsden Therapy may, where clinically appropriate, use some or all of the allocated appointment time for participant-specific non-face-to-face clinical activities such as resource creation, report writing, progress review, clinical planning, strategy development, or communication with relevant supports.

5.5 Provider Travel

Where services are delivered outside a Marsden Therapy clinic, provider travel charges may apply.

Current travel rates:

• Therapist travel time: $97.00 per hour or current applicable rate
• Vehicle running cost: $1.00 per kilometre

Travel charges are billed in accordance with current NDIS Pricing Arrangements and applicable funding rules and may change if NDIS pricing or clinic travel rates are updated.

5.6 Community / School / Home Visits

If a therapist has commenced travel or arrived at the agreed off-site location and the participant is unavailable or the appointment cannot proceed for participant-related reasons, applicable cancellation and travel charges may still apply.

5.7 Attendance Continuity & Service Review

Consistent attendance is important for therapeutic progress, service continuity, and fair access to clinician availability.

Where a participant records:

• two (2) consecutive clinical absences; or
• three (3) or more session cancellations within a single school term; or
• repeated non-attendance, short-notice cancellations, or prolonged gaps in engagement,

Marsden Therapy may initiate an operational and clinical service review.

This review may result in:

• modification of recurring appointment times;
• transition to flexible or ad hoc bookings;
• temporary pause of services;
• reallocation of a recurring timeslot to another participant; or
• other reasonable service adjustments considered necessary by Marsden Therapy.

Marsden Therapy reserves the right to determine whether ongoing recurring appointments remain clinically and operationally appropriate based on attendance patterns, service engagement, therapist availability, and waitlist demand.

6. Emergencies, Health & Safety

6.1 Emergency Response

Marsden Therapy may contact emergency services or seek urgent medical assistance where reasonably necessary to protect the health or safety of a participant, carer, visitor or staff member.

Any associated ambulance, hospital or emergency treatment costs remain the responsibility of the participant or guardian.

6.2 Infectious Illness & Safety

Participants should not attend appointments if doing so would pose a significant infection risk to staff, other participants or the community. Marsden Therapy may decline face-to-face services and offer telehealth or rescheduling where appropriate.

6.3 Unwell Participants / Infection Control

Marsden Therapy is committed to maintaining a safe environment for participants, families, visitors and staff.

If a participant attends an appointment while appearing unwell, contagious, or displaying symptoms of illness that may place staff, other participants or the wider community at risk, Marsden Therapy reserves the right to decline, shorten, discontinue, or convert the appointment at its discretion.

This may include circumstances where a participant presents with symptoms such as:

• fever;
• vomiting or diarrhoea;
• persistent coughing;
• contagious rash;
• flu-like symptoms;
• significant respiratory symptoms; or
• any other symptoms that reasonably indicate the participant may be infectious or unfit to safely participate in the session.

Where a participant is assessed by Marsden Therapy as being too unwell to safely continue with the appointment, the participant may be sent home or the session may be ceased.

The full scheduled appointment fee may still apply regardless of funding type, including NDIS, Medicare, private, or any other funding arrangement, where:

• the participant attends while unwell and Marsden Therapy determines the session cannot proceed safely; or
• the participant is sent home due to illness or infection risk.

In these circumstances, Marsden Therapy may, where clinically appropriate:

• offer to convert the appointment to a telehealth session; and/or
• utilise the allocated appointment time for participant-specific non-face-to-face clinical work, such as resource preparation, progress review, report writing, clinical planning, home program development, or communication with relevant supports.

Marsden Therapy is not obliged to provide face-to-face services to a participant who is unwell, contagious, or otherwise unable to safely participate in the appointment.

Where possible, families are encouraged to notify Marsden Therapy before the appointment if the participant is unwell so that alternative arrangements, such as telehealth or non-face-to-face clinical support, can be considered.

6.4 Home, Community & Off-Site Session Safety

Marsden Therapy is committed to protecting the safety, wellbeing and professional judgment of its clinicians, participants and other persons present during the delivery of services.

Where services are delivered in a participant’s home, school, community setting, supported accommodation, or any other off-site location, Marsden Therapy clinicians reserve the right to immediately cease, decline, shorten, or leave the session at any time if, in their reasonable opinion, the safety of the clinician, participant, carer, family member, support person, or any other person is at risk.

This may include, but is not limited to, circumstances involving:

• aggressive, threatening, violent or abusive behaviour;
• unsafe physical environments;
• presence of weapons or dangerous items;
• intoxication, substance misuse, or impairment of persons present;
• uncontrolled animals;
• unsafe manual handling conditions;
• medical emergencies or behavioural escalation;
• environmental hazards; or
• any other circumstance that creates an actual or potential risk to health, safety or wellbeing.

In such circumstances, Marsden Therapy staff may:

• leave the premises or cease the session immediately;
• contact a parent, guardian, nominee, support person, on-call support, police, ambulance, or other emergency services where reasonably necessary; and
• take any other reasonable action required to protect safety.

Where immediate safety concerns arise, Marsden Therapy staff are not required to continue the session or remain on site, and may leave without further notice if necessary to protect safety.

If a session is ceased, shortened, or abandoned due to safety concerns, the full scheduled appointment fee and any applicable travel charges may still apply, regardless of funding type, including NDIS, Medicare, private, or any other funding arrangement, where the risk, disruption or unsafe circumstance was not caused by Marsden Therapy.

Following any such incident, Marsden Therapy may pause or suspend future services until the identified risk has been appropriately addressed.

Further home, community, or off-site sessions may be placed on hold until Marsden Therapy receives written confirmation, evidence or assurance satisfactory to Marsden Therapy that:

• the relevant risks have been addressed;
• appropriate safety measures or risk mitigation strategies are in place; and
• it is reasonably safe to recommence services.

Marsden Therapy reserves the right to determine whether proposed risk mitigation is adequate before resuming services, and may require alternative arrangements such as clinic-based sessions, telehealth, attendance of an additional support person, or other safety controls as a condition of ongoing service delivery.

7. Children, Supervision & Collection

Marsden Therapy provides therapeutic services and is not a childcare provider. Parents, guardians and carers remain responsible for participants unless otherwise expressly agreed.

Children and vulnerable participants must be appropriately supervised before, during and after appointments unless Marsden Therapy has specifically agreed to another arrangement.

If a participant is not collected on time and staff are required to supervise beyond the scheduled appointment period, additional supervision charges may apply at the relevant service rate.

8. Clinical Standards, Conduct & Service Delivery

All services are delivered using professional clinical judgment, evidence-based practice, practitioner experience and the information available at the time.

Therapy and behaviour support outcomes vary between individuals. Marsden Therapy does not guarantee specific clinical outcomes, funding outcomes, school outcomes or NDIS planning outcomes.

Marsden Therapy may allocate, reallocate or substitute therapists where necessary due to leave, illness, therapist departure, operational requirements, clinical suitability or service demand.

Aggressive, abusive, threatening, discriminatory or unsafe behaviour toward staff, participants or visitors will not be tolerated. Marsden Therapy reserves the right to refuse, suspend or terminate services where behaviour creates safety, legal or operational concerns.

9. Positive Behaviour Support Services

Where a participant receives Positive Behaviour Support services, Marsden Therapy may deliver services including:

• behaviour support interviews;
• consultations with supports;
• restrictive practice audits;
• behavioural data collection;
• functional behaviour assessments;
• interim behaviour support plans;
• comprehensive behaviour support plans;
• training for families, schools and support teams;
• implementation support;
• progress reviews and recommendations reports.

PBS services are delivered in accordance with relevant NDIS requirements, participant goals, funding availability and clinical judgment.

Where restrictive practices are identified, Marsden Therapy may require additional information, consent, stakeholder collaboration and compliance processes in line with applicable NDIS and legal requirements.

10. Complaints, Feedback & External Escalation

Marsden Therapy welcomes feedback and encourages participants and families to raise concerns as early as possible so they can be resolved fairly and promptly.

Complaints, feedback and service concerns may be directed to:

complaints@marsdentherapy.com.au

Marsden Therapy will review complaints and respond within a reasonable timeframe.

If concerns cannot be resolved internally, participants may contact the relevant external body, including where appropriate:

NDIS Quality and Safeguards Commission
Phone: 1800 035 544

Marsden Therapy will not tolerate victimisation of any person for making a complaint in good faith.

11. Client Forms & Resources

Marsden Therapy provides forms and resources to assist participants, families, guardians, schools, support coordinators, plan managers and other stakeholders.

These may include:

• Client Information Form
• Information Sharing Consent Form
• Service Agreement / Policy Page
• Report Request Form
• Telehealth Consent Form
• PBS-related forms or guides
• Complaints & Feedback forms
• Consent withdrawal or update forms

These forms and resources can be requested from admin team. Forms may be updated from time to time and should be read together with this policy page.

12. Contact Details

Marsden Therapy
Brix Ability Pty Ltd
ABN 99 654 183 383

Website: www.marsdentherapy.com.au
Phone: 1300 001 747
General Enquiries: customercare@marsdentherapy.com.au
Complaints: complaints@marsdentherapy.com.au

13. Acceptance of Terms

By booking, attending or continuing to receive services from Marsden Therapy, you acknowledge and agree that:

• you have read and understood these terms;
• you understand the fees, cancellation rules and funding responsibilities that apply;
• you consent to the collection, use and disclosure of information as described in this policy; and
• you agree to comply with the expectations and responsibilities outlined above.