Frequently Asked Questions

Why do I need to sign consent forms?

A parent or legal guardian will be asked to sign a consent form to allow information to be sent to or received from others involved in your child’s care. You decide who receives the information. For more information, view our pamphlet Our Commitment to Your Privacy.

Who do I tell if I’m moving or have other changes in my life?

Please inform the receptionist or your child’s therapist if you have a change in name, address, phone number, health card number (including any new version codes), school or childcare facility or legal custody.

How are appointments booked?

The therapist or the booking clerk will call you to arrange a mutually convenient time for your appointment.

Can I bring other children to the Centre while my child is attending therapy?

At this time we are discouraging siblings from attending appointments.

What if my child’s therapist or I have to cancel an appointment?

There may be times when you or your therapist will have to cancel an appointment. If you need to make a change, please speak to your therapist or leave a message on their voicemail or speak to the booking clerk. If a therapist must change your appointment, you will be given as much notice as possible.

When should I cancel an appointment?

If your child has a cold, is vomiting, has diarrhoea, has a fever or has a contagious disease such as chicken pox, please call to cancel and reschedule the appointment.

If you are concerned about poor driving conditions, please call the Centre to change your appointment.

If for any other reason you are unable to make an appointment, please call as soon as possible to cancel so that another child can be seen at that time.

What happens if I miss a number of appointments?

It is essential that you call to let us know if you are unable to keep an appointment. The Centre has a long list of children waiting for service and we want to use our time efficiently and fairly. If it is difficult for you to keep your appointments, please discuss this with your therapist so that possible solutions can be explored.

When is the Centre closed?

Normally the Centre operates Monday to Friday and is closed for statutory holidays. Additionally, the Centre is closed between Christmas and New Year’s Day.

In the event of bad weather, the Centre may be closed. Please check your local radio stations for announcement of closings.

Who do I speak to if I have a compliment, concern or complaint?

Our goal is to provide services of the highest quality. To achieve this, we welcome ongoing feedback from families. Hearing both your compliments and your concerns helps us to build on and improve our services. We will respond to any dissatisfaction you may have.

If you have a concern about the service provided, we encourage you to discuss this with your child’s therapist. The therapist will work with you to resolve the situation. If the situation is not resolved, you and the therapist can request assistance from the service supervisor. Contact names and numbers are listed in the contact us section of this website if you are not satisfied.