Policies and Procedures

Purpose:  To ensure flexible and lawful changes to service arrangements, in line with Australian contract law and NDIS Practice Standards.

• Changes to the agreement must be mutually agreed and documented in writing.
• Either party may terminate the agreement with 14 days’ written notice.
• NeuroPlay Therapies will communicate any changes in NDIS pricing or policy.
• Agreement amendments must be signed or acknowledged in writing by both parties

Purpose: To ensure transparent, lawful billing practices aligned with NDIS Pricing Arrangements and Australian taxation requirements.

• Fees are billed for both face to face and non face to face services.
• Invoices are issued fortnightly with a 7 day payment window for self managed and plan managed participants.
• Standard rate: $193.99/hr; Travel: $97/hr; Vehicle: $0.99/km.
• Services may be paused for non payment, reports are withheld until full payment.
• GST is applied if the provider is registered.
• Complies with ATO, NDIS, and Fair Trading requirements.

Purpose: To support fair scheduling, continuity of care, and alignment with NDIS rules.

• <48 hours' notice will incur 100% of the session fee and travel charges.
• Same day cancellations will incur 100% of the session fee and travel charges.
• Travel is not billed for timely rescheduling where sessions are not grouped.
• Provider cancellations will be notified with rescheduling options.

Purpose: To protect the wellbeing of children and providers under Australian Workplace Health and Safety and child protection laws.

• Provider holds appropriate insurance, a current QLD Blue Card and Yellow Card.
• Duty of care includes physical, emotional, and psychological safety.
• Unsafe or disrespectful settings may result in services being paused or ended.
• Mandatory reporting obligations are followed in accordance with QLD law.

Purpose: To uphold participant rights and responsibilities under the NDIS Code of Conduct and Australian Consumer Law.

• Safe, respectful, and inclusive services.
• Transparent information and involvement in decisions.
• Confidential handling of personal information.
• Attend sessions, notify cancellations, provide accurate info.
• Be present during sessions (where appropriate) and update contact/NDIS plan information.
• Provide consent for communication with other professionals.

Purpose: To maintain secure, effective communication and accurate records.

• Families must keep preferred contact methods up to date.
• All communication forms part of the clinical record.
• NeuroPlay is not liable for missed communication due to outdated information
• Written correspondence may be shared with approved professionals where consent is given.

Purpose: To ensure transparency and impartiality in delivery service.

• All conflicts of interest are disclosed and managed.
• Personal, financial, or dual relationships that may influence decisions are avoided.
• Participant choice and control are prioritised.
• Records of conflict disclosures are maintained.

Purpose:   To promote continuous improvement and respect participant rights.

• Feedback is welcome any time verbally, in writing, or anonymously.
• Contact: 0498 073 628 or siarne@neuroplaytherapies.com.au.
•  Concerns are acknowledged within 5-10 business days.
• Unresolved complaints may be escalated to the NDIS Commission.

 Purpose: To ensure all incidents are managed and reported in line with NDIS and legal requirements.

• Incidents must be recorded and reviewed within 24 hours.
• Reportable incidents are lodged with the NDIS Commission within required timeframes.
• Participants and families are supported to report concerns.
• Records are securely stored for 7 years.

Purpose: To comply with the Privacy Act 1988, NDIS Code of Conduct, and state laws.

• Records are stored securely for 7 years or until age 25 for children.
• Shared only with consent or legal obligation.
• Clients may request access or corrections to their information.
• Compliance with relevant QLD and federal privacy laws is maintained.

Purpose: To ensure supports are ethical, safe, and aligned with participant goals.

• Reports, summaries, and resources are billed at a standard hourly rate.
• Documents are not released until full payment is received.
• All materials remain the intellectual property of NeuroPlay Therapies.
• Materials must not be edited, reproduced, or reused without written permission.

Purpose: To ensure supports are ethical, safe, and aligned with participant goals.

• Services follow the Service Agreement and NDIS goals.
• Delivered in the home, day care, kindy, community, or via telehealth.
• Session plans are family informed and reviewed regularly.
• Supports are trauma aware, evidence based, and neurodiversity affirming.

Purpose: To support team based care while respecting family consent.

• Collaboration occurs only with written consent.
• Billed as non face to face services at the standard hourly rate.
• Consent may be updated or withdrawn at any time.
• Refusal to collaborate may limit service effectiveness.

Purpose: To transparently bill for time and costs related to mobile services.

• Travel time billed at 50% of hourly rate
•  $0.99/km vehicle rate plus any parking or toll fees.
• Charges may be grouped for nearby appointments.
• Only billed when directly related to agreed services and confirmed in advance.

Policy Review Date 01/01/2026