Complaints and Dispute Resolution Policy
Interact Physiotherapy aims to satisfy all clients, however if a client is not completely satisfied and wishes to make a formal complaint, please follow this process. Put your concerns/complaint in writing and email to firstname.lastname@example.org. All complaints will be responded to within 7 days. If required a personal meeting will be arranged at a mutually convenient time. If you wish to take further action you can follow up with the relevant authorities including the AHPRA, State Ombudsman, National Disability Insurance Agency .
Cancellation / 'No show' policy
We realise that on occasions you may not be able to keep appointments. If you are no longer able to keep the appointment please advise us as soon as possible. The day before a booked session, we will send you a SMS reminding you of the appointment. Please contact us as soon as possible if you can no longer keep the appointment. Cancellations advised by 7pm of the day prior to the booked session will not incur a cancellation charge. A 'no show' without contacting us prior to 7pm on the day prior to the booked session may incur a cancellation charge. The circumstances surrounding cancellations will be taken into account in regard to whether a cancellation charge will apply. For NDIS clients, the NDIS cancellation policy will apply unless special circumstances exist.
Service Level Agreement for NDIS clients
National Disability Insurance Scheme clients should have a Service Level Agreement with Interact Physiotherapy. Please see the NDIS Website for further information on Service level Agreements.