Collaborate with the Client to deliver services aligned with their needs within the reasonable scope of Speech Pathology practice.

Maintain open and honest communication during business hours.

Treat the Client with courtesy and respect.

Involve the Client (or caregiver) in decisions regarding service provision.

Address Client feedback promptly and resolve issues swiftly.

Safeguard the Client's privacy and confidential information.

Maintain accurate records of provided services.

Issue regular invoices upon receipt of service payment.

Conduct service reviews with the Client every 3-6 months.

The Client agrees to:

Collaborate with Luna Speech to ensure services meet their needs within the reasonable scope of Speech Pathology practice.

Communicate openly and honestly in a timely manner.

Treat all therapists with courtesy and respect.

Understand therapists' response times during business hours.

Respond promptly to communication regarding policy changes, payments, and therapy-related matters.

Pay for appointments/services on the same day.

Discuss any issues with the provided services with the therapist.

Provide a minimum of 48 hours' notice for appointment cancellations; otherwise, Luna Speech's cancellation policy applies.

Familiarize themselves with the service agreement policy and seek clarification if needed.

Note: Breaching any responsibilities by either party waives notice periods, allowing immediate cessation of services.

Luna Speech charges for:

All therapist appointments, including travel time outside the clinic.

Travel fees are based on NDIS guidelines.

Appointments involving multiple therapists.

Various activities contributing to therapy goals.

Collaboration with the therapy team and mandatory reports.

Payments are due at the time of service.

Appointments must be paid in full, and rebates claimed afterward.

Services may be suspended for outstanding payments.

Clients are responsible for administration and debt recovery fees.

Credit/debit card authorization is required for outstanding invoices.

Quarterly commitment during ongoing appointments.

Cancellation fees apply within 24 and 48 hours, waived if rescheduled within one week.

Full fees apply for cancellations within 24 hours during school terms.

Clients are charged if therapists cancel due to illness, with rescheduling or repurposing options.

Clients must inform therapists in writing of cancellations.

Clients can provide feedback or raise complaints with Luna Speech. If unsatisfied, Speech Pathology Australia can be contacted directly.