SERVICE AGREEMENT – TERMS AND CONDITIONS
DESCRIPTION ON SERVICES
Western Kids Health provides consultative, goal-focused intervention therapy programs for children of all abilities, with a strong emphasis on family-centred practice, collaboration, and positive outcomes. Our multidisciplinary team works in partnership with families and key support networks to deliver evidence-based care.
Please note: Western Kids Health is not a registered NDIS provider and from July 1, 2025, we support self-managed NDIS participants only. We do not work with plan-managed or agency-managed participants.
Our services are provided on a private fee-paying basis, and the same fee structure applies to all clients, regardless of funding source. This ensures equitable access, transparent billing, and a consistent standard of care for all families.
We offer:
- Fixed-term, goal-oriented intervention programs (multiple programs may be attended)
- Initial intake consultations to determine program fit
- Short- to medium-term therapy blocks with defined outcomes
- Programs are primarily clinic based, with collaboration with schools and other care providers when clinically appropriate.
We do not offer:
- Functional Capacity Assessments
- Ongoing indefinite support or key worker models
- Complex Assistive Technology or equipment prescription
- Services for adults or individuals outside our paediatric scope
To learn more about of model of service, please visit NDIS Services
AGREEMENT PRIOR TO COMMENCEMENT OF SERVICES
At Western Kids Health, we require all families to review and sign a Service Agreement before therapy services commence. This agreement ensures mutual understanding of:
- The nature and scope of services being provided (e.g. Occupational Therapy, Speech Pathology, Physiotherapy, Psychology, Dietetics)
- Our private fee structure, which applies to all clients, including those with NDIS funding
- Confirmation that we are not a registered NDIS provider, and therefore only support self-managed NDIS participants
- Payment terms, cancellation policies, and consent for service.
Completing an agreement before your child begins therapy ensures clarity, informed consent, and a shared commitment to achieving the best possible outcomes.
WESTERN KIDS HEALTH NDIS INTAKE PROCESS SUMMARY
Our NDIS intake process is designed to provide a personalised and comprehensive understanding of your child’s needs, while building a collaborative therapy plan. This process includes both face-to-face and non-face-to-face components (e.g. planning, documentation, and liaison), billed in line with NDIS pricing and our private fee schedule.
Western Kids Health has a defined scope of practice. Following the intake process, there may be instances where we determine that a child’s needs, goals, or required supports fall outside the expertise of our practitioners or the services we offer. In such cases, we will always discuss this with you and, where possible, help guide you toward more appropriate options to support your child’s development.
For children aged 2–12:
Parent-Only Intake Session (Telehealth or In-Clinic)
- 60 mins face-to-face
- 60 mins indirect
Parent and Child Assessment (In-Clinic only)
- 60 mins face-to-face
- 30 mins indirect
For children under 2 or over 12:
- Therapist Intake Session (Parent/guardian may attend)
- 60 mins face-to-face
- 60 mins indirect
ROLE OF PARTIES
Agreement Overview:
An Service Agreement (“Agreement”) is established between the following parties for participation in the National Disability Insurance Scheme (NDIS):
- Participant: You or your child, hereafter referred to as “the Participant”.
- Service Provider: Western Kids Health, hereafter may be referred to as “the Provider”.
Collectively, these entities will be referred to as “the Parties” in this Agreement.
Agreement Purpose:
This Agreement is specifically tailored to facilitate the provision of support services under the Participant’s NDIS plan (“NDIS Plan”). The Parties acknowledge and agree that this Agreement is formulated within the framework of the NDIS.
The NDIS is a program designed with the objectives of:
Enhancing the independence, social involvement, and overall engagement of individuals with disabilities.
Empowering individuals with disabilities to make informed choices and exert control over their objectives, as well as the planning and implementation of their support services.
Schedule of Support Services:
The Provider commits to delivering the agreed-upon support services to the Participant. These services will be provided for the specified duration and at the costs outlined in the detailed service agreement.
SERVICE FEES
Western Kids Health operates on a private fee schedule, which means our fees may be higher than the standard NDIS Pricing Arrangements set by the NDIA. Fees range from $210–$315 per session and are payable on the day of service. Self-managed participants can use their NDIS funding to fully or partially cover the cost of services, and fees will be payable on the day of each session. Once paid, an invoice will be provided to support your claim via the NDIS portal.
Program Reporting: Billed at the same hourly rate
Indirect Services: Additionally, indirect clinical time, which includes activities related to the Participant’s care, but not involving direct interaction, is billed in line with NDIS recommended pricing, not private fees.
Indirect Services include:
- Planning, assessment scoring, goal setting, documentation
- External liaison with other care providers or relevant entities, such as schools
- Email/phone communications
- Preparation and Multidisciplinary Team (MDT) meetings
- Resource preparation
- Research
NDIS Fee structure:
- Occupational Therapists: $193.99 per hour
- Speech Pathologists: $193.99 per hour
- Physiotherapists: $183.99 per hour
- Dietitians: $188.99 per hour
- Psychologists: $232.99 per hour
Non-Attendance (Did Not Arrive) Fees:
Cancellations with less than 48 hours’ notice and DNAs will be charged at the full consultation fee.
The fee rates are set in compliance with the NDIS Act 2013 and are subject to immediate change in accordance with the annual updates to the NDIS Pricing Arrangements and Price Limits. For more information on these guidelines, please refer to the official NDIS website: NDIS Pricing Arrangements.
Inclusivity of GST and Service Costs:
All listed prices include Goods and Services Tax (GST) where applicable. These prices encompass all costs associated with the provision of services.
Additional Expenses:
Any extra expenses that fall outside the scope of the Participant’s funding (such as special equipment or entry fees for events) are the responsibility of the Participant.
It is expected that the Participant’s NDIS plan and available funding will cover the services for the designated period. In cases where the service costs exceed the available funding, the Participant will be responsible for settling any additional unpaid costs.
TRAVEL FEES
Although Western Kids Health services are primarily clinic-based, in some circumstances, on-site consultations (such as at school, or in the community) may be arranged in consultation with your therapist, where clinically appropriate.
When services are delivered outside of the clinic, travel fees may apply, in line with NDIS Pricing Arrangements (2025–26). These are designed to reflect the therapist’s time and costs while ensuring transparency and fairness
When Travel Fees Apply:
- Your child’s school or early learning centre
- Community venues (e.g., parks, libraries)
- Any other agreed location.
Travel Time Charges:
- Up to 30 minutes each way may be billed, calculated (0.1hr), based on actual time spent travelling
- We may charge for the time it takes the therapist to travel from our clinic to the participant’s location, up to a maximum of 30 minutes in MMM1–MMM3 areas (urban and inner regional zones) and up to 60 minutes in MMM4–MMM5 areas (outer regional and remote areas)
Therapy Travel Cap:
For therapy supports, including physiotherapy, occupational therapy, and speech pathology, travel time is limited to 50% of the hourly rate for the relevant support.
Example: If the support rate is $193.99/hour, the travel component is capped at $96.99/hour.
Western Kids Health complies with all current NDIS pricing arrangements and updates. Travel fees will always:
- Be discussed in advance
- Be documented in your Service Agreement
- Reflect the therapist’s time and in line with the NDIS 2025–26 Pricing Arrangements.
PAYMENT OF SERVICE
- Payment is required immediately at the time of service, unless alternative arrangements have been made with management.
- Self-managed participants will receive a copy of their invoice(s).
- A 1% merchant fee applies to all in-clinic payments made via EFT or credit card.
Participants must inform Western Kids Health promptly of any changes to their funding. Any outstanding amounts not covered by the NDIS are the responsibility of the Participant. Failure to pay may result in legal recovery action.
It is expected that the Participant’s NDIS plan and available funding will sufficiently cover the cost of services for the agreed period. Should the service costs exceed available funding, the Participant is responsible for paying any additional charges.
Liability for Unpaid Charges:
Participants bear personal responsibility for any charges incurred under their Agreement that cannot be reimbursed by funding bodies.
In the event of non-payment, Western Kids Health reserves the right to undertake legal measures to recover outstanding amounts.
WHAT WE WILL PROVIDE
Program Offering:
We offer fixed-term, goal-focused intervention programs, initiated after an intake assessment. During this assessment, a multidisciplinary team collaborates to tailor program options that best support your child’s specific needs.
Service Commencement:
Our services begin following the completion of a Service Agreement with Western Kids Health, established during the intake process.
Responsibilities of the Provider:
Western Kids Health commits to:
- Provide services that meet the Participant’s needs at mutually agreed times.
- Maintain open, honest, and timely communication.
- Treat the Participant with courtesy and respect.
- Involve the Participant in decisions regarding service provision.
- Offer information on managing complaints or disagreements and provide details of the cancellation policy.
- Address Participant feedback and resolve issues swiftly.
- Notify the Participant well in advance of any changes to scheduled appointments due to unforeseen circumstances.
- Provide adequate notice in case of the need to terminate the Service Agreement (refer to ‘Termination’ section for more details).
- Uphold the Participant’s privacy and confidentiality.
- Deliver services in compliance with all relevant laws, including the National Disability Insurance Scheme Act 2013, its rules, and the Australian Consumer Law.
- Maintain accurate records of services provided.
- Issue regular invoices and statements for services rendered.
- Provide to the participant and/or primary support provider a program report upon completion of a program.
Responsibilities of the Participant/Participant’s Representative
As part of this agreement, the Participant or their Representative is expected to:
- Communication of Service Delivery Preferences: Clearly inform the Provider about preferences and requirements for how the Services should be delivered to effectively meet the Participant’s needs.
• Mutual Respect: Engage with the Provider with courtesy and respect.
• Feedback and Concerns: Promptly communicate with the Provider regarding any concerns or feedback about the Services.
• Cancellation Notice: Provide a minimum of 48 hours’ notice if unable to attend a scheduled appointment. Failure to provide this notice will result in the Provider’s cancellation policy being applied.
• Termination of Agreement: Give the required notice to the Provider if there is a need to end the Service Agreement (further details are available in the ‘Ending this Service Agreement’ section).
• Notification of Plan Changes: Inform the Provider immediately if there are any changes to the Participant’s NDIS Plan, including suspension, replacement, or if the Participant ceases to be a participant in the
NDIS CANCELLATION POLICY
In cases of short-notice cancellations (made less than 48 hours prior to the appointment), the Provider will charge the Participant the full agreed price for the cancelled appointment.
Managing Consecutive Cancellations:
In the event of consecutive short-notice cancellations, the Provider will engage in discussions with the Participant and/or their representative to address and overcome any barriers that may be hindering access to services.
TERMINATION
Notice Period for Termination:
In the event that either the Participant or Western Kids Health decides to terminate this Agreement, both parties are required to provide two (2) weeks’ written notice to the other party.
Waiver of Notice in Case of Serious Breach:
If either party seriously breaches the terms of this Agreement, the stipulated two-week notice period may be waived. This waiver is subject to exceptional circumstances and must involve discussions with senior management.
SAFE GUARDING
Where Western Kids Health has reason to believe that the Participant may be a victim of Abuse or Neglect it will undertake all necessary actions, in line with policy, practice and law, to ensure the matter is investigated and resolved in the most expedient and appropriate manner. Western Kids Health reserves the right to use all available information and resources in support of any investigations or legal actions in order to prevent any Abuse or Neglect of the Participant.
FEEDBACK AND COMPLAINTS
At Western Kids Health, we provide high-quality services to our patients, their families, and carers. We recognise the value of feedback, whether positive or constructive, and always encourage it. We recommend, where possible, that you initially discuss your feedback directly with the relevant staff members involved in your care. This approach often leads to the most immediate and effective resolution.
However, if you feel uncomfortable with this direct approach, or if you believe that your concerns have not been adequately addressed by the staff, you have the option to formally lodge a complaint. You can do this in one of the following ways:
In Person: Speak directly to one of our Practice Managers on 6112 2977 or pracman@westernkidshealth.com or to our Director, Nicole Pates on 6112 2977 or email nicole@westernkidshealth.com.
OR Online: Visit our website and submit your feedback through the dedicated feedback form
If the Participant is not satisfied or does not want to talk to this person, the Participant can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting ndis.gov.au for further information.
We are committed to addressing them promptly and effectively.
ACKNOWLEDGEMENT
Agreement to Terms:
By signing the service agreement, the Participant acknowledges and agrees that Western Kids Health, acting reasonably and to protect its legitimate business interests, may modify the Terms of the Agreement. Such changes will be made with a minimum notice period of 30 days.
Notification of Changes:
Western Kids Health will inform the Participant of any changes to the Terms, which may be communicated via email or letter.
Option to Terminate Agreement:
Should the Participant disagree with any changes to the Terms, they have the option to terminate this Agreement. Termination must be communicated in writing to Western Kids Health as soon as reasonably possible, but no later than twenty (20) working days from the date the changes take effect.
No Termination Fees but Outstanding Obligations Remain:
In the event of such termination, the Participant will not incur any termination fees. However, any outstanding contractual obligations will remain in force, including the responsibility to settle all outstanding invoices and debts.
