Why we have this policy

Mullum Road Clinic is committed to providing affirming, person-centered care to everyone in our community – including our current clients, those waiting to access
our services, and our team of dedicated practitioners.

Our commitment to you: Your practitioner reserves dedicated time for your appointment, preparing thoughtfully for your session and limiting their caseload to provide quality, individualised care. We understand that life can be unpredictable, especially for neurodivergent individuals who may face unique challenges with planning and routine.
Our commitment to our community: When appointments are cancelled at short notice, it prevents others on our waitlist from accessing care and creates financial uncertainty for practitioners who depend on consistent scheduling to maintain their specialised services.
This policy is designed to support everyone’s wellbeing while ensuring we can continue offering the flexible, accommodating environment that makes our clinics unique. We believe clear expectations help create the safe, predictable structure that many of our clients find helpful. 

Payment Terms

Session Fees
Payment for all sessions is due at the time of service and can be made via: 

• EFTPOS – We are happy to take payments in person and over the phone.
• Cash – Please ensure you bring the exact amount as we do not keep cash or change on the premises. 

Credit Card Requirements 

Credit card details must be provided for: 

• All online bookings.
• Telehealth appointments.
• Any services provided outside of our clinic premises, including community, home, or school visits.
• Any services where the ‘bill payer’ will not also be attending the appointment. For example, where a teenager attends an appointment without an adult. 

Exception: Plan-managed NDIS participants are exempt from this requirement. 

Secure Payment Processing 

All credit card information is securely stored and processed through our practice management system, PracSuite. PracSuite meets all Australian security requirements with data encrypted at rest and in transit, hosted on Australian government-approved servers, and undergoes regular security compliance scans. 

Payment Processing 

• For appointments outside the clinic, your stored payment method will be processed at the commencement of your appointment
• In cases of late cancellation or missed appointments, the applicable fees will be automatically processed using your card on file
• Payment is required prior to the commencement of every appointment unless otherwise explicitly discussed with your practitioner 

Outstanding Payments 

Where payments remain outstanding, future appointments will need to be delayed until payment has been rectified. This policy ensures fair access to appointment times for all clients. 

Medicare Rebates 

• Medicare rebates are available for eligible services with a valid referral
• Provisional Psychologist services are not eligible for Medicare rebates 

NDIS Funding 

• NDIS funding may be used for eligible services if your plan allows
• Please discuss NDIS payment arrangements with reception at the time of booking
• At your initial appointment, your practitioner will discuss your service needs, goals and an NDIS service agreement with you
• NDIS participants are subject to the same cancellation policy outlined below 

Private Health Insurance 

• Clients may be able to claim rebates directly from their insurer – please check with your provider
• If you require a specific item code on your invoice for your insurer, please advise reception at the time of payment 

Other Third-Party funding 

• Some of our practitioners work with clients supported by other third-party payers, including TAC, Workcover, VoCAT and family and domestic violence services.
• If your support is likely to be funded by a third-party, please advise reception prior to scheduling your first appointment to ensure you are connected with a practitioner who provides these services. 

Cancellation Policy 

Standard Cancellation

Fees More than 2 business days’ notice: No cancellation fee

Less than 2 business days’ notice:

• Croydon, Ringwood & Eltham Clincs: $160 cancellation fee
• Warrandyte Clinic: $170 cancellation fee
• Panton Hill Farm: Full session fee applies

Less than 24 hours’ notice:

• All locations: Full session fee applies

Illness and unplanned Situations

If you need to cancel due to illness or other unplanned circumstances within the 2- business day period:

• A telehealth appointment (phone or video call) will be offered as an alternative
• If telehealth is not suitable or declined, standard cancellation fees apply

No-Show Policy

Failure to attend a scheduled appointment without prior notice will result in the full session fee being charged.

Business Days Definition

Croydon, Warrandyte & Panton Hill:
Business days are Monday – Friday, excluding public holidays and our Christmas/New Year closure period.

Eltham & Ringwood:
Business days are Monday – Saturday, excluding public holidays and our Christmas/New Year closure period.

Payment of Cancellation Fees

• Cancellation fees are payable at the time of your scheduled appointment and will be processed using your stored payment method or via phone/direct debit.
• Outstanding cancellation fees must be paid before future appointments can be scheduled unless alternative arrangements have been agreed with the practice manager.

Special Circumstances

We understand that unexpected and emergent situations arise. A request for cancellation fee waiver or reduction must be made to the practice manager in writing within 48 hours of the missed appointment. Any fee waiver or reduction request is subject to the discretion of the practice manager in exceptional circumstances.