Parent or Guardian Attendance Policy

For clients under 18, a parent or legal guardian must attend all appointments to support safe, effective care.

For clients over 18 who live at home or whose care is funded by a parent or guardian, we strongly recommend a parent/carer attend the initial appointment. This helps ensure:

  • a shared understanding of the care plan

  • clear goals and expectations from the start

  • strong support for long-term health outcomes

This approach allows everyone involved to feel informed, aligned, and confident in the path forward.

Rescheduling Policy

We understand that missed appointments can slow your progress, so we encourage attending all scheduled sessions whenever possible.

Why We Ask for 48 Hours’ Notice

Providing at least 48 hours’ notice allows us to:

  • offer your appointment to another client in need

  • support consistent progress in treatment plans

  • manage practitioner time and clinic resources sustainably, so we can continue delivering high-quality care

How to Reschedule

📞 To reschedule your appointment, please call (03) 8838 2882.
📲 If outside business hours, please leave a voicemail or reply “Reschedule” to your reminder text.

If You Need to Reschedule Within 48 Hours

We understand unexpected things happen. Where possible, we will try to help you avoid a late-rescheduling fee by offering:

  • a Telehealth appointment, or

  • a rescheduled appointment within 24 hours (subject to availability)

If No Notice Is Provided

If an appointment is missed or less than 48 hours’ notice is given and alternative options aren’t feasible, the appointment fee will apply.

This applies across all payment types, including pay-in-full programs, payment plans, and pay-as-you-go appointments.

Practitioner Reschedule Policy

If your practitioner needs to reschedule due to illness or unforeseen circumstances, we will contact you promptly and ensure your care continues without interruption by offering:

  • a rescheduled appointment within the same week,

  • coverage with another qualified practitioner, or

  • an adjusted appointment time added to the end of your program.

Our priority is to keep your progress and treatment plan running smoothly.

Payment Policy

You agree to be responsible for payment of all services.

If the client is under 18, a parent or legal guardian must complete this form.

Payment is due on the day of service, unless you have chosen a pay-in-full or interest-free payment plan arrangement (outlined during your initial consultation).

We accept HICAPS and EFTPOS.
Please note we do not accept cash.

If a payment is rejected, the outstanding balance must be settled within 48 hours.

We do not accept WorkCover, TAC, EML, NDIS (agency-managed), or other third-party funding.

All services are provided on a private-payment basis.

Private Health Rebates

We can process your private health rebate at the time of your initial session.

For clients on prepaid programs (pay-in-full or payment plans), itemised invoices are issued in advance, making it easy to claim private health rebates directly from your fund.

Payment Flexibility – Care you can choose

Choose an option that feels right for you – not just clinically, but practically, without a one-size fits all.

After your initial consultation, your practitioner will guide you through the options that best support your goals and timeline.

These may include:

  • Pay-in-full — a reduced overall rate for those seeking full resolution and long-term freedom

  • Interest-free payment plan — the same outcome, with flexibility through spreading the investment over time, without compromising on quality

  • Pay-as-you-go — a standard rate option for short-term relief or occasional care

This allows your care plan and payment structure to be aligned with your goals, preferences, and timeline.

Prepaid programs (pay-in-full and payment plans) include reserved appointment time as part of their structured care pathway. For pay-as-you-go care, prepaying one session in advance allows us to reserve your next appointment, without requiring a prepaid program commitment.

Fees & deposits

A $75 deposit is required to secure Initial Consultations and Strength & Conditioning assessments (unless booking through a promotional offer).

Standard Fees

  • Initial Consultation: $214

  • Follow-up Consultations: discussed during your initial consultation, based on the care pathway chosen

  • Strength & Conditioning Assessment: $269

Additional Services Policy

Your consultation time includes:

  • prior session planning

  • your direct consult

  • clinical documentation

If you require support with forms, letters, reports or extended paperwork, please book a separate appointment.
No additional paperwork will be completed outside of practitioner hours.

This protects practitioner wellbeing and ensures we maintain high-quality care for all clients.

Privacy Policy

Freedom Sports Medicine collects personal information to assess, diagnose, and treat you effectively.
We follow national Privacy Principles and do not share information with overseas recipients.

Your information may be used for:

  • communication with relevant healthcare providers

  • Medicare/private health processing

  • reminders, internal offers and educational material

  • quality assurance and accreditation

  • reporting diseases as required by law.

  • disclosing information if required by a court.
  • We follow national Privacy Principles (www.privacy.gov.au) and have a written policy available for your review. To provide you with quality care, we may share relevant information with other professionals involved in your treatment (e.g., your doctor, specialist, teacher, insurer, or employer).
  • We may record consultations or calls for coaching and quality-assurance purposes only.

If you have any concerns or wish to limit how your information is shared, please speak with your practitioner or our reception team.

Client Resolution Policy

At Freedom Sports Medicine, we are committed to providing high-quality care and a supportive client experience.
If you ever have a concern about your care, we encourage you to speak with us directly so we can address the issue promptly and appropriately.

Our Resolution Policy outlines a clear, confidential pathway for raising and resolving concerns within the clinic, ensuring matters are handled fairly and efficiently without the need for external escalation.

If you would like to view our Client Resolution Policy, please click the link below:

https://bit.ly/FSMClient_Feedback_Resolution_Policy

Last updated: 27/12/25