Terms & Conditions
Physiotherapy Services
Effective Date: 31 July 2025
Practice Name: Pallas Physiotherapy
ABN: 56 400 291 578
Email: info@pallasphysiotherapy.com.au
1. Introduction and Scope
These Terms and Conditions govern the provision of physiotherapy services by our practice to patients in Canberra, ACT. By booking or attending an appointment, you agree to these terms. Our practice is committed to providing high-quality physiotherapy services in accordance with Australian healthcare laws, professional standards, and the Australian Charter of Healthcare Rights.
Our practitioners are registered with the Australian Health Practitioner Regulation Agency (AHPRA) and maintain current professional indemnity insurance. We provide services both in-person and via telehealth platforms, accepting both private payments and health insurance.
2. Service Description and Professional Standards
2.1 Services Provided
We offer comprehensive physiotherapy services including:
Initial assessments and ongoing treatments
Exercise prescription and rehabilitation programs
Manual therapy and therapeutic interventions
Patient education and self-management strategies
Telehealth consultations where clinically appropriate
Pre-approved therapeutic equipment and devices (all TGA-compliant)
2.2 Professional Registration and Standards
All physiotherapists hold current AHPRA registration and comply with:
Physiotherapy Board of Australia registration standards
Code of Conduct for registered health practitioners
Australian Physiotherapy Association (APA) professional standards
Continuing professional development requirements (minimum 20 hours annually)
Mandatory reporting obligations under the Health Practitioner Regulation National Law
2.3 Scope of Practice and Limitations
Services are provided within established physiotherapy scope of practice. We do not provide services outside our professional competence and will refer to appropriate healthcare professionals when necessary. Treatment recommendations are based on current evidence-based practice standards.
3. Patient Rights and Responsibilities
3.1 Your Healthcare Rights (Australian Charter of Healthcare Rights)
You have the right to:
Access healthcare services that meet your needs
Safety through high-quality, safe healthcare
Respect for your culture, beliefs, values and personal characteristics
Communication in a way you understand and participation in decisions about your care
Privacy and confidentiality of your personal health information
Comment and provide feedback about your care without it affecting your treatment
Information about services, treatment, options and costs in a clear and open way
3.2 Patient Responsibilities
To ensure effective treatment, you are responsible for:
Providing accurate and complete health information, including medications, previous treatments, and relevant medical history
Attending appointments punctually and providing 24 hours' notice for cancellations
Following treatment recommendations and home exercise programs as prescribed
Informing us immediately of any adverse reactions or concerns about treatment
Making payments according to agreed terms
Treating our staff with respect and courtesy
3.3 Informed Consent Procedures
Voluntary informed consent is required for all treatments. This includes:
Understanding the nature and purpose of proposed treatment
Being informed of material risks, benefits, and alternative treatments
Understanding estimated costs and duration of treatment
Special consent requirements for high-risk procedures (e.g., cervical spine manipulation)
Right to withdraw consent at any time
Additional consent for telehealth services including technology limitations and privacy considerations
4. Privacy and Confidentiality
4.1 Privacy Act 1988 Compliance
We comply with the Privacy Act 1988 and all 13 Australian Privacy Principles (APPs). Your personal health information is collected, used, and disclosed only as necessary for:
Providing healthcare services
Processing payments and insurance claims
Communicating with other healthcare providers involved in your care
Legal and regulatory compliance requirements
4.2 Information Collection and Use
We collect only information necessary for treatment provision, including:
Personal details and contact information
Medical history and current health status
Treatment records and progress notes
Payment and insurance information
Emergency contact details
4.3 Information Sharing and Disclosure
Your health information may be shared with:
Other healthcare providers involved in your care (with your consent)
Medicare, private health insurers, and third-party payers for billing purposes
Legal authorities where required by law
Family members or carers with your explicit consent
AHPRA for mandatory reporting obligations where required
4.4 Privacy Rights and Security
You have the right to:
Access your health records (fee may apply for extensive requests)
Request corrections to inaccurate information
Complain about privacy breaches to the Office of the Australian Information Commissioner
Understand how your information is stored and protected
We maintain robust security measures including encrypted electronic records, secure physical storage, access controls, and staff privacy training.
5. Fees, Payment Terms and Billing
5.1 Payment Terms
Payment is due at the time of service unless alternative arrangements are made in advance
We accept cash, EFTPOS, credit cards, and direct bank transfers
Outstanding accounts become due within 14 days and may incur collection costs
Written cost estimates can be provided for extended treatment programs
5.2 Medicare Billing (Chronic Disease Management)
Effective July 1, 2025, new Medicare procedures apply:
Services covered under GP Chronic Condition Management Plans (GPCCMP) replacing previous EPC arrangements
Current Medicare rebate: $61.80 per eligible session
Maximum 5 allied health services per calendar year per eligible patient
Valid GP referral required using approved referral format
Minimum 20 minutes face-to-face treatment required
We will submit reports to your referring GP after first and last services
5.3 Private Health Insurance
We process claims through major Australian health insurers
Rebates vary by policy level (typically $20-$100 per session)
Patients are responsible for understanding their policy coverage and gap payments
HICAPS electronic claiming available for immediate rebates
5.4 Private Payment Options
Bulk billing available for eligible pensioners and concession card holders at practitioner's discretion
Payment plans available for patients experiencing genuine financial hardship
Fee schedule available upon request with transparent pricing for all services
5.5 Financial Hardship Assistance
We offer support for patients facing financial difficulties through:
Flexible payment arrangements and extended payment terms
Referral to community support services
Consideration of reduced fees for genuine hardship cases (assessed individually)
6. Appointments, Cancellations and No-Show Policy
6.1 Appointment Booking
Appointments can be booked by phone, online portal, or in person
Appointment confirmations will be sent via SMS/email when contact details provided
Emergency appointments available during business hours subject to availability
6.2 Cancellation Policy
24 hours minimum notice required for cancellations or rescheduling
Late cancellations (less than 24 hours' notice) may incur a $50 administrative fee
No-show appointments (failure to attend without notice) will incur a $50 fee
Medical emergencies and unavoidable circumstances will be considered individually
Same-day rescheduling within business hours may be accommodated without penalty
6.3 Late Arrivals
Late arrivals may result in shortened consultation time to avoid delays for other patients
Appointments running more than 15 minutes late may need to be rescheduled
Full consultation fee applies regardless of shortened time due to late arrival
7. Telehealth Services Terms and Conditions
7.1 Telehealth Service Availability
Telehealth consultations are available when clinically appropriate for:
Follow-up appointments with established patients
Exercise program reviews and modifications
Patient education and self-management coaching
Post-treatment monitoring and assessment
7.2 Telehealth Consent and Requirements
Additional consent required for telehealth services including understanding:
Technology limitations compared to in-person consultations
Privacy and security considerations of video platforms
Requirements for private, secure location during consultation
Patient identity verification procedures
Emergency contact details and local address confirmation
7.3 Technology Requirements
End-to-end encrypted platforms used for all video consultations
Stable internet connection and compatible device required
Technical support available for platform access difficulties
Contingency plans for technology failures during consultations
7.4 Telehealth Limitations and Contraindications
Telehealth is not appropriate for:
Initial assessments requiring comprehensive physical examination
Acute injuries requiring immediate hands-on assessment
Conditions with material risk of rapid health decline
Patients at fall risk without capable assistance present
Complex manual therapy treatments
7.5 Medicare and Insurance Coverage
Same Medicare rebates apply to eligible telehealth services
Both practitioner and patient must be in Australia during consultation
Private health insurance coverage varies by insurer and policy
All costs clearly disclosed before telehealth consultation booking
8. Professional Liability and Limitations
8.1 Standard of Care
We are committed to providing services with reasonable care and skill according to accepted professional standards. Our practitioners maintain current professional indemnity insurance covering all services provided within scope of practice.
8.2 Limitation of Liability
To the extent permitted by law:
Total liability is limited to the amount paid for the specific service giving rise to the claim
We exclude liability for indirect, consequential, or economic losses
Consumer guarantee rights under Australian Consumer Law cannot be excluded
Professional indemnity insurance covers patient injury arising from negligent provision of services
8.3 Emergency Procedures
We do not provide emergency services - call 000 for medical emergencies
After-hours emergency contact information will be provided where clinically indicated
Clear referral pathways established for urgent medical conditions requiring specialist care
9. Clinical Records and Information Management
9.1 Record Keeping Requirements
We maintain comprehensive clinical records for all patients including:
Assessment findings and treatment plans
Progress notes and treatment outcomes
Consent documentation and patient communications
Referral letters and reports from other healthcare providers
All records meet AHPRA professional standards
9.2 Record Retention and Access
Adult records retained for minimum 7 years from last consultation
Children's records retained until age 25
Records involving complaints or adverse events retained indefinitely
Patient access to records available within 28-45 days of written request
Reasonable fees may apply for extensive record access requests
9.3 Record Security and Storage
Electronic records encrypted and password protected
Physical records stored in locked, secure areas
Access limited to authorized personnel only
Secure disposal procedures for records no longer required
Regular data backup and recovery procedures maintained
10. Complaints and Dispute Resolution
10.1 Internal Complaints Process
We welcome feedback and take all complaints seriously:
Initial complaints should be directed to the practice manager
Written complaints will receive formal written response within 14 days
Verbal complaints will be documented and addressed promptly
Complaints register maintained for quality improvement purposes
10.2 External Complaints Avenues
If internal resolution is unsuccessful, you may contact:
ACT Health and Community Services Complaints Commissioner: 1800 232 007
Australian Health Practitioner Regulation Agency (AHPRA): ahpra.gov.au for professional conduct matters
Office of the Australian Information Commissioner: 1300 363 992 for privacy complaints
Australian Competition and Consumer Commission: 1300 302 502 for consumer protection matters
10.3 Professional Body Complaints
Professional conduct complaints can be made to AHPRA and the Physiotherapy Board of Australia
Australian Physiotherapy Association complaints process available for members
Health Care Complaints Commission processes provide independent review
11. Referrals and Collaborative Care
11.1 Referral Requirements
Medicare services require valid GP referral with current Chronic Disease Management Plan
Referrals from other healthcare professionals accepted for private consultations
We may refer to other healthcare providers when treatment is outside our scope of practice
Written reports provided to referring practitioners as required
11.2 Collaborative Care Arrangements
We work collaboratively with:
General practitioners and medical specialists
Other allied health professionals
Workers' compensation case managers
NDIS support coordinators and plan managers
Insurance company case managers
12. General Legal Terms
12.1 Governing Law
These terms are governed by Australian Capital Territory and Australian Commonwealth law. Any disputes will be subject to the jurisdiction of ACT courts.
12.2 Amendment of Terms
These terms may be updated at any time to reflect changes in laws, regulations, or practice procedures, without notice.
Continued use of services constitutes acceptance of updated terms
Current terms always available on our website
12.3 Severability
If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
12.4 Consumer Rights
Nothing in these terms excludes, restricts, or modifies your rights under Australian Consumer Law, including consumer guarantees that cannot be excluded by law.
13. Contact Information and Practice Details
Practice Address: Location 1 - Ionic Athletics: 1 Dairy Rd, Building 2/6 01, Fyshwick ACT 2609. Location 2 - Red Shed: 45 John Cardiff Cl, Acton ACT 2601
Postal Address: PO Box 3619, Manuka ACT 2603
Business Hours: 7am -7pm Mon-Friday, 7am-12pm Saturday
Phone: 0437 225 072
Email: info@pallasphysiotherapy.com.au
Website: www.pallasphystiotherapy.com.au
ABN: 56 400 291 578
AHPRA Registration Numbers: PHY0002911483
Professional Indemnity Insurance: Held with APA
This document complies with Australian healthcare regulations including AHPRA requirements, Privacy Act 1988, Australian Consumer Law, and ACT healthcare legislation. It incorporates requirements for Medicare billing, private health insurance, telehealth services, and professional standards current as of [31/07/25].