Appointment Information

Talking Matters accepts payment by cash, EFTPOS, or direct deposit in advance of services. We also offer automatic health fund rebates via HICAPS* which enables families to claim instantly and pay only the gap. When students are being seen at schools a direct debit system will be set up for these sessions.

* Please check with your health fund to determine your ability to claim with HICAPS. If your health fund does not provide HICAPS, you will need to pay in full and take your receipt to your health fund to receive your rebate.

Talking Matters requires accounts be paid on the day. A number of funding options may be available to help you pay for the services we provide. Please see our Funding page for details.

Assessment deposit

All initial assessments that are funded by families require a $75 deposit to be paid within 7 days of making a booking, and at least 3 days before the appointment. This deposit will be deducted from your fees when you attend your final assessment appointment, or cancel or reschedule with a minimum of 48 hours' notice. If you are unable to attend and do not give 48 hours notice your deposit will be used to cover the late cancellation fee.

Unable to attend?

Cancellation policy

Due to high numbers of missed appointments with no, or insufficient notice this practice has needed to implement a cancellation policy. 30 or 45 minute sessions which are missed or cancelled will incur a $50 cancellation fee, one hour or longer sessions which are missed or cancelled will incur a $75 cancellation fee.

Assessment cancellations require 48 hours notice prior to the appointment. This is due to the additional time and planning involved with assessments in comparison to therapy appointments.

Emergency cancellations (death in the family, unexpected hospitalisation or other unforeseen emergency circumstance) require at least 2 hours notice prior to the appointment. These may be eligible for the fee to be waived if there have been less than 2 cancellations in the same calendar year

Non-emergency cancellations (i.e. planned absences, specialist appointment, school excursions, holidays etc.) must be cancelled no later than 48 hours before the appointment or a cancellation fee will incur.

Illness: Cancellations due to illness require at least 2 hours’ notice AND the provision of a medical certificate within 7 days or before the next appointment, whichever is sooner.

Notification is required by phone, by email or by leaving a message on the answering machine in the time frames outlined above. The answering machine and email will time stamp when you provided notice.

Reschedule Appointments: In some cases we are able to reschedule appointments to another available time slot when provided with adequate notice. Regular attendance is important for children’s progress.

Travel: If a clinician has travelled to an appointment that is then not then able to be provided, a cancellation fee will be incurred and is not able to be waived.

Waived Fees: Families may have up to 2 cancellation fees waived in a calendar year for extenuating emergency circumstances without needing a medical certificate. We recognise that there may be exceptional cases. In these instances please address your enquiry to a member of management for consideration. We wish to support families who have genuine emergency situations.

Payment of cancellation fees: Cancellation fees are payable within 7 days of invoice, and before any further services will be provided. Failure to pay cancellation fees in the time provided may result in services being withdrawn and the time slot offered to another family.

Overall Attendance: When more than 20% of appointments are cancelled in a term you risk losing your ongoing appointment time to another family on the waiting list or who have requested the appointment time you currently have. We will prioritise appointments for clients who are regular attenders. Please honour your appointments with us and book other appointments around your existing therapy commitments. Where a conflict of appointments can't be avoided please provide as much notice as possible and attempt to reschedule your appointment so your child continues to attend regularly.

* The cancellation policy is outlined in your service agreement, on the screen in the waiting room and can be further explained by a Talking Matters team member. Please do not hesitate to clarify any aspect of the policy which you would like explained to you. We are happy to support you in understanding the policy so you can manage appointments and avoid incurring cancellation fees.

* Please note that when necessary Talking Matters uses a debt collection agency to recover unpaid debts. Administration charges and debt collection costs are added to the account where incurred. Please pay promptly for the services you request.