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-centered 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 have supported 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
- Complex Assistive Technology or equipment prescription
- Services for adults or individuals outside our paediatric scope
To learn more about our NDIS model of service, please visit NDIS Services Page
Funding Arrangements
Western Kids Health operates as a private fee-paying service. Fees apply equally to all clients regardless of funding source. Services may be funded through a range of sources including:
- Private payment
- Self-managed NDIS funding
- Government programs (e.g. ICWA, PITS)
- School or community funding programs
- Insurance or other third-party arrangements
Regardless of the funding source, the Participant (or their representative) remains responsible for payment of all service fees under this Agreement.
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. Fees apply equally to all clients regardless of funding source.
- 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 INTAKE PROCESS SUMMARY
Our intake process is designed to provide a personalised and comprehensive understanding of your child’s needs while supporting the development of a collaborative therapy plan.
The intake process includes both face-to-face and non-face-to-face clinical activities, such as planning, documentation, scoring of assessments, and liaison with relevant supports. These services are billed in accordance with our private fee schedule and any applicable funding guidelines.
Western Kids Health operates within 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 these situations, we will discuss this with you and, where possible, assist in directing you toward more appropriate services 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 and Child may attend)
- 60 mins face-to-face
- 60 mins indirect
ROLE OF PARTIES
Agreement Overview:
This Service Agreement (“Agreement”) is established between the following parties for the provision of therapy services.
- 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 outlines the terms under which Western Kids Health will provide therapy services to the Participant. Services may be funded privately or through third-party funding sources, including self-managed NDIS funding, government programs, or other approved funding arrangements.
The Parties acknowledge that where services are funded through specific programs (such as the National Disability Insurance Scheme), relevant program guidelines may apply.
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. Fees range from $210–$315 per session depending on clinician discipline and service type.
PAYMENT
Payment is required on the day of service unless otherwise agreed in advance.
INVOICES
Invoices will be issued to support reimbursement from funding bodies where applicable. Western Kids Health cannot guarantee that services will be reimbursed by any funding program.
Where participants choose to use self-managed NDIS funding, invoices may be used by the Participant to submit claims through the NDIS portal.
As Western Kids Health operates under a private fee schedule, our fees may differ from the standard NDIS Pricing Arrangements set by the NDIA.
Program Reporting:
Program reports prepared at the completion of a therapy program are billed at the same hourly rate as the treating clinician’s service rate, unless otherwise specified.
Indirect Services:
Additionally, our therapists may charger indirect clinical time, which includes activities related to the Participant’s care, but not involving direct interaction. Any indirect service will be agreed upon in the service agreement prior to being undertaken.
For NDIS self-managed participants, these services are billed in line with NDIS recommended pricing rather than our private fee schedule. For the most current pricing, please refer to the NDIS website.
- 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
Non-Attendance (Did Not Arrive) Fees:
Cancellations with less than 48 hours’ notice and Did Not Attend (DNA) appointments will incur the full scheduled consultation fee. These fees apply regardless of the participant’s funding source, as appointment times are reserved specifically for the Participant and cannot typically be offered to another client at short notice. Where services are funded through the National Disability Insurance Scheme (NDIS), cancellation charges will be applied in accordance with the NDIS Pricing Arrangements and Price Limits where applicable. For more information regarding NDIS cancellation guidelines, please refer to the official NDIS website.
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.
Where services are funded through a third-party program or funding body (e.g. NDIS, insurance or other government programs), it is the responsibility of the Participant or their representative to ensure sufficient funding is available to cover the agreed services.
If the cost of services exceeds the available funding, the Participant will be responsible for payment of any outstanding fees.
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. Where services are delivered outside the clinic, travel time may be charged to reflect the therapist’s time spent travelling to and from the service location.
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:
Travel time may be billed based on the actual time spent travelling, calculated in 0.1 hour increments. Travel charges will generally not exceed:
- 30 minutes each way in metropolitan and inner regional areas (MMM1–MMM3)
- 60 minutes each way in outer regional or remote areas (MMM4–MMM5)
Travel arrangements and any associated charges will be discussed with families in advance and documented within the service agreement where relevant.
PAYMENT OF SERVICE
Payment is required immediately at the time of service, unless alternative arrangements have been made with management.
Participants using self-managed funding will receive an invoice which may be used to seek reimbursement from their funding body where applicable.
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.
Liability for Unpaid Charges:
Any outstanding amounts not covered by the Third Party Funding are the responsibility of the Participant.
Failure to pay may result in legal recovery action. Participants or their representatives must inform Western Kids Health as soon as possible of any changes to their funding arrangements.
It is the responsibility of the Participant or their representative to ensure that sufficient funding is available to cover the agreed services. Western Kids Health cannot guarantee that services will be reimbursed by any funding body.
If the cost of services exceeds the Participant’s available funding, the Participant agrees to pay any outstanding fees.
Outstanding Accounts
Western Kids Health reserves the right to suspend services or pursue recovery of outstanding accounts where payments remain unpaid.
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 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 ticking the box on our enquiry form outlining these T&Cs, 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.
