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

High levels of cancellations remain a problem for health providers who still need to pay workers and overheads even when appointments are not attended. Therefore, when sessions are not attended, or are cancelled with less than 24 hours' notice, there will be a cancellation fee charged. No further sessions will be provided until the cancellation fee is paid.

Fee: For NDIA funded clients is in line with the current NDIA pricing schedule, currently 90% of the booked session fee. Privately funded clients who are paying the fee on the day may receive a discounted rate.

Notification is required by phone, by email or by leaving a message on the answering machine at least 24 hours prior to the appointment. 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. If a suitable time slot is not available the cancellation fee remains payable.

Travel: If a clinician has travelled to an appointment that is then not then able to be provided, a cancellation fee will be incurred that reflects the lost appointment plus the travel time.

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. We will prioritise appointments for clients who regularly attend their appointments. To avoid cancellations fees we suggest you book other appointments around your existing therapy commitments.

The cancellation policy is 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.