OUR policIES

Commitment to Effective and Consistent Therapy

Regular attendance in therapy is essential to support your child’s progress and achieve the best outcomes.

When you begin therapy at Hunter Functional Health, you and your therapist will agree on a suitable treatment frequency and set a review point. Your child’s therapy slot is reserved based on a weekly or fortnightly schedule.

To maintain consistency, we allow up to two cancellations per term, excluding emergencies or exceptional circumstances.

Frequent absences from therapy may:

  • Slow your child’s progress and impact therapeutic outcomes.

  • Prevent another child from accessing therapy due to waiting lists.

  • Result in the loss of your reserved therapy slot if cancellations or no-shows become frequent.

Rescheduling & Alternative Therapy Options

If your child’s session is rescheduled or changed to telehealth, resource development, case conferences or report writing, this will not count towards the two cancellations per term.

If your therapist needs to cancel a session, we will do our best to provide coverage or a make-up session where possible.

If your scheduled therapy time no longer suits your family’s needs, please let us know—we will do our best to find a regular time that better supports your child’s therapy journey.

Cancellation Policy

If at least 48 hours’ notice is provided, we are happy to reschedule or provide an alternative, such as: a Telehealth (virtual) session, case conference, development of support resources or report writing (if applicable).

Short-Notice Cancellations (Less than 24 Hours)

A 100% cancellation fee may apply, in line with NDIS PricingArrangements.

Emergency Situations (e.g., hospitalisation, sudden illness)

Fees will be reviewed on a case-by-case basis.

Cancellation Process

Clients must notify cancellations via email or phone.
If you do not attend (no-show) or cancel on the same day, the full session fee will apply.

Sick Children / Illness Policy

Hunter Functional Health is committed to providing a safe and healthy environment for our staff, clients, and families.

This policy applies to both clinic-based and community sessions (e.g., home, school, childcare).

We understand that illness is sometimes unavoidable. We encourage families to notify us as soon as possible if their child is unwell.

When to Reschedule Your Appointment

Please contact us as soon as possible to reschedule if you or your child are experiencing:

  • Fever (above 37.5°C)

  • Cough, sore throat, or difficulty breathing

  • Vomiting, diarrhea, or gastro symptoms (must be symptom-free for 24 hours before attending)

  • Contagious conditions such as conjunctivitis, COVID-19, influenza, chickenpox or active rash/hives

Session Cancellations Due to Illness

We understand that illness is sometimes unavoidable. We encourage families to notify us as soon as possible if their child is unwell.

To ensure the well-being of all children, families, and staff:

  • Clients should reschedule appointments if unwell.

  • If a child arrives for a session with symptoms of illness, the session may need to be cancelled.

  • If a session must be cancelled due to illness on the day or without adequate notice, the cancellation fee may apply.

  • If you are feeling well enough to participate but prefer to avoid in-person contact, we may be able to offer a telehealth session or alternative support (is appropriate) This can be arranged with appropriate notice given.

Informed Consent & Confidentiality

All personal information gathered during service provision will remain confidential and secure, in accordance with the

NDIS Code of Conduct and Privacy Laws.

In some cases, your therapist may need to share information with:

  • Other healthcare professionals (GPs, specialists, therapists).

  • NDIS Support Coordinators and Plan Managers.

  • Schools or other educational settings (if applicable).

  • Other relevant stakeholders directly involved in your care.

The information exchanged assists your clinician to make a thorough assessment and treatment plan for you or may help other professionals provide services for you.

By signing this agreement, you consent to necessary information-sharing only as required to provide effective

support. You have a right to withdraw this consent at any time by telling your clinician or putting your request in writing.

Payment Terms

Payments are due within 7 days of the session date.

  • Private and Self-managed: Invoices will be issued after each session and must be paid within 7 days via bank transfer (referencing the invoice number).

  • Plan-managed: Invoices will be sent to your plan manager after each session.

If payment is not received within 14 days of the due date, services may be temporarily placed on hold until the outstanding balance is settled.

Termination of Service Agreement

To cease services, either party must provide 14 days’ written notice.

If terminating services, Hunter Functional Health will assist by:

• Providing a handover report to the next provider (if applicable).

• Offer a case conference with the next provider (if applicable).

• Offer recommendations for alternative services. (if applicable).

• Liaise with the participant's NDIS Support Coordinator or Plan Manager to facilitate a smooth transition

Disclaimer:

We reserve the right to change, modify, add, or remove portions of these terms at any time.

Please check these terms regularly to ensure you are aware of any changes.

We will endeavour to highlight any significant or substantive changes to you where possible.