Think Play Say Pty Ltd (“we,” “us,” “our”) is committed to protecting the privacy of our clients. This Privacy Policy outlines how we collect, use, disclose, and protect personal information in compliance with the Australian Privacy Principles (APPs), NDIS provider guidelines, and Speech Pathology Australia guidelines.

1. Information Collection

We collect the following types of personal information:

• Personal details: Name, email, phone number, health information, NDIS or Medicare details, bank details, etc.

• Collection methods: Information is collected through webforms, social media messages, emails, phone calls, and face-to-face interactions.

2. Use and Disclosure of Information

We use the collected information to:

• Provide the best possible service to our clients.

• Train and manage the performance of our staff.

• Conduct internal advertising, including emails, social media campaigns, and phone calls.

• Support business operations using AI automation.

We may share personal information with:

• Other healthcare providers, teachers, or doctors, with the client’s permission.

• Social media platforms for sharing images, provided we have express permission (we avoid using identifiable faces in compliance with SPA rules).

• De-identified data for measuring business outcomes.

• Legal entities when required by law.

3. Data Quality and Security

• Data responsibility: Clients are responsible for providing accurate data. We ensure data accuracy by having clients review reports before finalization.

• Protection measures: Personal information is protected through application passwords and two-factor authentication (2FA) where appropriate.

4. Access and Correction

Clients can access their personal information by requesting a digital download in writing. They can also request updates to their health records.

5. Anonymity and Accuracy

• Anonymity: If clients do not provide accurate information, we may not be able to offer adequate services.

• Data accuracy: It is important for clients to provide accurate and up-to-date information to ensure the quality of service.

6. Cross-border Disclosure

• Data storage: We strive to keep all data within Australia; however, some services we use handle data outside of Australia. Clients can request detailed information about our technology stack and data management practices.

• Health records: Clients can request us to upload information to their health records if desired.

7. Complaints Handling

Clients can lodge privacy complaints directly with us. We are committed to addressing all complaints promptly and fairly. Complaints should be directed to:

Privacy Officer

Think Play Say Pty Ltd

Email: info@thinkplaysay.com.au

Phone: 0491713645

Address: 9/70 Currie St Nambour Qld 4650

We will acknowledge receipt of the complaint and provide a timeframe for resolution. If the complaint is not resolved to the client’s satisfaction, they can escalate it to the Office of the Australian Information Commissioner (OAIC) or relevant NDIS bodies.

8. Data Retention and Disposal

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, or as required by law. When no longer needed, personal information is securely disposed of in accordance with our data retention policies.

9. Security Measures

We use a variety of security measures to ensure the protection of personal information, including encryption, secure servers, and restricted access. Our systems comply with industry standards and best practices.

10. Marketing and Communications

We will not use your personal information for marketing purposes without your explicit consent. Clients can opt out of marketing communications at any time.

11. Updates to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on our website, and we will notify clients of significant changes through email or other appropriate means.

This Privacy Policy ensures compliance with the Australian Privacy Principles, NDIS provider guidelines, and Speech Pathology Australia guidelines, safeguarding the privacy and security of our clients’ personal information.

1. Acceptance of Terms

By accessing and using our website and services, you agree to comply with and be bound by the following terms and conditions. If you do not agree to these terms, please do not use our website or services.

2. Services Provided

Think Play Say Pty Ltd provides allied health, tutoring and related services. The scope of services is defined in the service agreement signed by the client and Think Play Say. Service agreements comply with NDIS requirements and outline the services provided, fees, and responsibilities of both parties.

Services provided are charged at the hourly rate. This includes face to face and indirect services, including but not limited to notes, information gathering, reporting, writing documentation, creation of resources for the individual client, communication with other providers regarding that client, and travel.

Due to this, the service agreement can only provide an estimated expense, rather than an exact amount, as different clients will need different amounts of liaison with other services depending on their needs.

3. Client Responsibilities

Clients are responsible for:

• Providing accurate and complete information to Think Play Say.

• Following the treatment plans and guidelines provided by their speech pathologist.

• Informing us of any changes in their personal information or health status.

4. Appointment Policies

• Booking and Cancellations: Clients must provide at least 48 hours’ notice for cancellations or rescheduling of appointments. Failure to do so may result in a cancellation fee.

• No-Shows: Clients who do not show up for a scheduled appointment without prior notice may be charged a fee.

5. Fees and Payment

• Payment Terms: Clients agree to pay the fees for the services provided as per the fee schedule shared at the time of booking.

• Billing: Invoices are issued at the end of each session or as agreed upon in the service agreement. Payment is due within 7 days of the invoice date.

• Late Payments: Late payments may incur additional charges as specified in the invoice. Unpaid fees may be referred to debt collection agencies at the client’s expense.

6. Privacy and Data Protection

We are committed to protecting the privacy of our clients. Please refer to our Privacy Policy for details on how we collect, use, and protect your personal information. All data handling complies with the Australian Privacy Principles and NDIS confidentiality requirements.

7. Intellectual Property

All content, including text, graphics, logos, and images, provided on our website and through our services are the property of Think Play Say Pty Ltd and are protected by Australian and international copyright laws. Clients are not permitted to reproduce, distribute, or create derivative works from our content without explicit written permission.

8. Limitation of Liability

Think Play Say Pty Ltd shall not be liable for any direct, indirect, incidental, or consequential damages arising from the use of our services or the inability to use our services. This includes, but is not limited to, damages for loss of profits, data, or other intangible losses.

9. Termination of Services

Think Play Say Pty Ltd reserves the right to terminate or suspend services to a client at any time, for any reason, including but not limited to breach of these Terms of Service or failure to comply with treatment plans.

10. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of Queensland, Australia. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of Queensland.

11. Changes to Terms of Service

We reserve the right to modify these Terms of Service at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after any changes constitutes acceptance of the new terms.

12. Complaints Handling

Clients can lodge complaints regarding services or terms directly with us. We will address all complaints promptly and fairly. Complaints should be directed to:

Privacy Officer

Think Play Say Pty Ltd

Email: info@thinkplaysay.com.au

Phone: 0491713645

For Practitioners

1. Professionalism and Integrity

• Maintain Professional Boundaries: Practitioners must always maintain professional boundaries with clients and their families.

• Honesty and Transparency: Communicate openly and honestly with clients about their treatment plans, progress, and any fees associated with services.

• Compliance with Laws and Guidelines: Adhere to all relevant laws, regulations, and professional guidelines, including those set by Speech Pathology Australia and the NDIS Quality and Safeguards Commission.

• Continuous Professional Development: Engage in ongoing education and training to maintain and enhance professional competence.

• Accountability: Take responsibility for professional actions and decisions and seek to provide the highest standard of care.

2. Respect and Dignity

• Respect for Clients: Treat all clients with respect, dignity, and without discrimination. Acknowledge and respect the cultural, linguistic, and individual differences of clients.

• Confidentiality: Protect the privacy and confidentiality of client information, only disclosing information with consent or when required by law.

• Empowerment: Support and empower clients to make informed decisions about their care.

3. Ethical Practice

• Informed Consent: Ensure that clients provide informed consent before commencing any treatment or intervention.

• Beneficence and Non-maleficence: Act in the best interest of clients, striving to do good and avoid harm.

• Accessibility: Strive to make services accessible to all clients as far as possible within the constraints of current funding, resources, and socio-economic factors.

• Professional Conduct: Avoid conflicts of interest and maintain professional conduct at all times.

For Clients

1. Respect and Cooperation

• Respect for Practitioners: Treat all staff and practitioners with respect and courtesy.

• Honesty: Provide accurate and complete information to practitioners to facilitate effective care.

• Compliance with Treatment Plans: Follow the agreed treatment plans and attend scheduled appointments. Inform practitioners in advance if unable to attend.

2. Safety and Privacy

• Personal Conduct: Maintain appropriate behavior in all interactions with practitioners and other clients.

• Privacy of Others: Respect the privacy and confidentiality of other clients.

• Health and Safety: Clients must not attend face-to-face services if they are unwell. This includes signs of sickness such as fever, green/yellow mucus, coughing more than once every five minutes, nausea, diarrhea, etc.

3. Communication and Feedback

• Open Communication: Communicate openly with practitioners about concerns, preferences, and feedback.

Complaints Handling Process

• Internal Resolution: Clients are encouraged to first raise any complaints directly with their practitioner or the clinic’s administration. We will acknowledge receipt of the complaint and provide a timeframe for resolution.

• Escalation: If the complaint is not resolved to the client’s satisfaction, it can be escalated to:

• Speech Pathology Australia: Clients can contact Speech Pathology Australia to lodge a complaint.

• Website: Speech Pathology Australia

• Email: complaints@speechpathologyaustralia.org.au

References

• Speech Pathology Australia Code of Ethics: Speech Pathology Australia

• NDIS Code of Conduct: NDIS Quality and Safeguards Commission

1. Purpose

The purpose of this policy is to outline the procedures for canceling or rescheduling appointments to ensure efficient use of resources and to provide clear guidelines for clients.

2. Policy Statement

Think Play Say Pty Ltd is committed to providing high-quality services to our clients. To maintain this standard, it is essential that appointments are managed effectively. This policy ensures that both clients and practitioners can manage appointments in a way that minimizes disruptions and maximizes the availability of services.

3. Appointment Cancellations

• 2 Business Days Notice: Clients must provide at least 2 business days’ notice if they need to cancel an appointment. Cancellations made with less than 2 business days’ notice but more than 24 hours before the appointment will incur a cancellation fee equivalent to 50% of the appointment fee, including any scheduled indirect support.

• 24 Hours Notice or No-Show: Cancellations made less than 24 hours before the scheduled appointment time or if the client does not show up for the appointment will incur a cancellation fee equivalent to 100% of the appointment fee, including any scheduled indirect support. Additionally, if a provider has travelled to an off-site session, and the client is not there or not available, full travel cost will be charged.

4. Rescheduling Appointments

• 2 Business Days Notice: Clients must provide at least 2 business days’ notice if they need to reschedule an appointment. Rescheduling requests made within this timeframe will be accommodated based on availability.

• Late Rescheduling: Due to our tight schedule and high demand for services, it is often impossible to reschedule appointments. Rescheduling requests made less than 2 business days before the appointment time will be considered a late cancellation and may incur a fee as outlined above.

5. Alternative Supports

If a client is unable to attend a face-to-face appointment, alternative supports may be available, including but not limited to:

• Telehealth Sessions: Conducting the appointment via telehealth.

• Letter Writing: Providing written communication to support the client.

• Communicating with Other Providers: Coordinating with other healthcare providers involved in the client’s care.

• Parent-Only Phone Session: Conducting a phone session with the parent to discuss the client’s needs and progress.

• Video Recording: Providing a video recording of how to do home exercises or activities.

• Homework Provision: Supplying homework and instructions for the client to complete at home.

6. Cancellation List

Clients can request to be added to our cancellation list to be offered any canceled appointments as they arise. This can increase the chance of securing an earlier appointment if one becomes available.

7. Procedure for Canceling or Rescheduling

• Contact Methods: Clients can cancel or reschedule appointments by:

• Calling or texting 0491713645

• Emailing us at info@thinkplaysay.com.au

Please note, the phone and email are not checked on non-work days.

8. Repeated Cancellations

• Consistent Cancellations: Clients who frequently cancel or reschedule appointments with insufficient notice may be required to prepay for future appointments or may face restrictions on booking new appointments.

9. Confirmation of Appointments

• Reminder Notifications: We will send appointment reminders via email, SMS, or phone call [insert number of days] before the scheduled appointment to help reduce the likelihood of missed appointments.

10. Financial Responsibility

• Payment of Fees: Clients are responsible for paying any cancellation or no-show fees as per this policy. Unpaid fees may be referred to debt collection agencies at the client’s expense.

11. Client Agreement

By booking an appointment with Think Play Say Pty Ltd, clients agree to abide by this Cancellation and Rescheduling Policy.

12. Review and Changes to Policy

Think Play Say Pty Ltd reserves the right to review and make changes to this policy as needed. Clients will be informed of any significant changes.

1. Purpose

The purpose of this policy is to ensure that all sensitive information shared during therapy sessions is handled with the utmost confidentiality and protected from unauthorised access.

2. Scope

This policy applies to all employees, contractors, and affiliates of Think Play Say Pty Ltd who may have access to sensitive client information.

3. Confidentiality Obligations

• Client Information: All information shared by clients during therapy sessions is considered confidential. This includes, but is not limited to, personal details, health information, therapy notes, and any other sensitive data.

• Authorised Access: Only authorised personnel who need the information to provide therapy services or administrative support are allowed access to client information.

• Third-Party Disclosure: Client information will not be disclosed to third parties without the client’s explicit consent, except where required by law.

4. Data Protection Measures

• Physical Security: Confidential information is stored in secure locations, such as locked filing cabinets and secure office spaces.

• Digital Security: Electronic records are protected by secure passwords, encryption, and access controls. Two-factor authentication is used where appropriate.

• Information Sharing: When information needs to be shared (e.g., with other healthcare providers), it is done securely and with the client’s consent.

5. Client Rights

• Access to Information: Clients have the right to access their own therapy records. Requests must be made in writing and will be responded to promptly.

• Correction of Information: Clients can request corrections to their personal information to ensure its accuracy.

6. Breach of Confidentiality

• Reporting: Any breach of confidentiality must be reported immediately to the Privacy Officer.

• Investigation: All reported breaches will be investigated thoroughly, and appropriate action will be taken to mitigate any harm caused and prevent future breaches.

7. Training and Compliance

• Employee Training: All staff members are trained on confidentiality requirements and data protection measures.

• Compliance Monitoring: Regular audits are conducted to ensure compliance with this policy.

8. Review and Updates

Think Play Say Pty Ltd reserves the right to review and update this policy as needed. Clients will be informed of any significant changes.

1. Accepted Payment Methods

• Credit/Debit Cards: Payments are processed via Tyro on our computer system, which can also handle some private health fund rebates at the time of processing.

• Cash: Accepted for the exact amount only, as no change is kept on site.

• NDIS: Payments accepted from self-managed and plan-managed clients.

2. Payment Terms

• Private Paying Clients (including NDIS self-managed, private health, and Medicare clients):

• Clients must submit their credit card details to our secure online payment system and agree to have the credit card charged on the day of the session.

• We will attempt to process the Medicare or private health rebate; however, we cannot guarantee this for all funds.

• Plan-Managed Clients:

• An invoice will be sent directly to the plan manager.

• Payment Processing:

• If we cannot process the payment on the day of the session, private payers must pay within 7 days.

• If the payment is not made within 7 days late fees will be charged

3. Late Payments

• Late Fees: A 5% late fee will be added after 7 days of non-payment, with an additional 5% fee if unpaid after 14 days.

• Service Suspension: Continued non-payment may result in suspension of services until the outstanding balance is settled.

4. Refunds and Disputes

• Refunds: No refunds for sessions, unless prepaid and the clinician is sick.

• Billing Disputes: Any billing disputes can be raised with the director for resolution.

5. Financial Assistance

• Payment Plans: Financial assistance can be arranged. Options include spreading the cost of a block of sessions over twice the time period through an automatic payment plan via Medipass.

This policy applies to all employees, contractors, and representatives of Think Play Say Pty Ltd. It covers all forms of social media, including but not limited to Facebook, Twitter, Instagram, LinkedIn, blogs, and online forums.

At Think Play Say would like to occasionally share pictures and short videos of the types of activities that kids are doing with us. We will generally cover children's or faces or pixelate them. We will always ask if it is okay to share on social media. We never name children on our media platforms.

Please consider how your child might feel about being shared, not just now, but when they are older.

If you have previously had photos taken and you would like us to remove them please let us know and we will remove them asap.

Fees are current as of 12/8/24

• Private 45 minute appt $230

• NDIS hourly rate SLP is $193.99

• NDIS appointments incur a fee of direct face to face time plus 25 minutes indirect support per appointment. Plus travel if applicable.
  

• Medicare Enhanced Primary Care plan (GP referral) 5 sessions rebated at just over $60 per session. Must be individual sessions. There is a gap fee of approx $170 on these sessions. If you are having trouble affording speech pathology PLEASE discuss this with us and we will try to find a solution, either with reduced length sessions or direct debiting over a longer period.

• Private health funds - vary in how much they pay, I've seen as little as $26 and as much as $110. Please contact your fund prior to your session. Some funds can be claimed at time of payment, some you will need to send the receipt yourself.

• Group sessions can be a good way to reduce your costs and extend your NDIS plan. 45 minute 1:2 is $137.41 each, 60 minutes 1:2 $161.66 each, and 90 minutes1 :2 $210 each. Please note that not everyone is suitable to go into a group, but if groups are your preference we will do our best to accomodate.