Terms and Conditions

Hello

These are COMO Therapy's terms and conditions. They tell you:

The rules for using our services and website.
What our rights and responsibilities are - what we will do for you.
What your rights and responsibilities are – the important things for you.

We have kept these as easy as possible for you to read and understand. We will only update this when we change how we provide a service or release a new service. We will also update this to comply with a new legal requirement. We will let you know if there are any changes.

When these terms and conditions apply

Please read these terms and conditions before using our service. These will apply whenever you use our services or website. We will make sure that we follow Australian laws.

If you do not stick to these terms and conditions, we can stop providing you with our services.

But first...

When we say…

“We”, “us” and “our” refer to COMO Therapy.
“You” and “your” refer to anyone accessing our services

Our services and content mean…

Services

This refers to giving you things like:

Physiotherapy or Occupational Therapy assessment and therapy, including equipment assessments, applications and fittings
Therapy programs implemented by our Allied Health Assistant
Advice
Exercise programs
Reports and letters

Content

This means anything that we have created. This includes all of the information on our website, any documents that we send you, and any policies and procedures that we have made. It also includes any photos on our website, as well as how we have designed our website.

Our Rights and Responsibilities - We will do our best for you

a. We will respect:

Your rights. This means listening to how you say things. It also means understanding what you want and why.
Your privacy. This means that we will not share your information with anyone else unless you have said that it is okay for us to do so. This includes things like your name, birthday, or any notes that we take in any of our appointments. We may have to share your information if there is something that makes it unsafe for you or someone else. We may also have to share your information if the law tells us to do so.
Your cultural values and beliefs.

b. We will prevent and respond to anyone that may harm you. We will help you if you experience these things:

Violence, where someone may try to hit you or physically hurt you.
Exploitation, where someone may try to use you or your belongings for their benefit.
Neglect, where someone does not care for you. They may not help you with things like feeding you good food, washing you, or keeping your clothes clean.
Abuse, where something makes you feel afraid or scared.
Unwanted sexual activity. This means when you say no to sex or touching private parts when you say that it is not okay.

c. We will make sure that we:

Will help you to the best of our ability so that you can work towards your goals.
Listen to you and what you prefer. We will help you and make sure that your voice is heard and that you have choice and control.
Work together with your support network, such as your family, carer, or advocate.
Communicate in a way that you can understand. We will be open, honest and respond to you as quickly as we can. We will organise an interpreter if you need, however you will need to cover half of the costs.
Know what we are doing.
Have your correct details.
Update your notes after each appointment.
Protect your personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles. You can access our Privacy Policy via our website or by clicking here.

Tell you everything that we are doing with you, check with you if it is okay to proceed, and include you with any decisions we make.
Keep you safe at all times during our appointments, including providing you with services as safely as possible in an appropriate environment.
Will stick to the laws that keep you safe.
Will help you if you have any problems with our service.
Arrive on time for your appointments.
Tell you as soon as possible if we have to change your appointment for any reason, such as if we are sick, or if there is an emergency.
Tell you about the costs for our services and if this is covered by relevant services, such as private health insurance, Medicare, or the NDIS (National Disability Insurance Scheme).
Send you a bill after each appointment so that you can pay on time.

d. Manual handling during appointments

At COMO Therapy, our physiotherapy, occupational therapy and allied health assistant services involve the use of hands-on therapy. We:

May use other equipment to support you. This includes exercise equipment to help with strengthening, balance, endurance and coordination. This also includes postural support suits and clothing.

Will undertake the relevant training, skill development and safety measures to reduce the risk of injury to yourself or your child.

Your Rights and Responsibilities - These are the rules for you when you use our services and website

1. At all times, you will do your best to:

Say what you want us to help you with and work with us to help you work on your goals.
Be in the right place and on time for your appointment.
Respect and be kind to all staff who are working with you.
Not harm or offend anyone who is working together with you.
Pay for your appointments on time.

2. At all times, you must tell us if:

You are having any treatment or surgeries that will affect you and your movements.
You change or start any medications that may affect how you feel or act.
You change where you live.

You or your child have been unwell or have symptoms of an infectious illness that may affect your appointment.

You or your child do not meet the attendance requirements outlined in our Health and Wellness Policy.

3. At all times, you will abide by our Health and Wellness Policy.

If you have been unwell or had head lice recently, you must meet the following criteria to be able to still attend your appointment:

Fever - you must be fever-free for at least 24 hours without medication prior to your scheduled appointment

Vomiting/Diarrhoea - you must be free from vomiting and diarrhoea for at least 48 hours before your scheduled appointment.

Lice/hair nits - you must be lice-free before being able to attend your scheduled appointment.

We work with many children who are at risk, so it is important that we do everything we can to prevent the spread of illness and infestations.

4. If you are part of the NDIS (also called the National Disability Insurance Scheme):

You must tell us if you are no longer part of the NDIS.
You must let us know if you make any changes to your NDIS Plan.

5. Manual handling during appointments

At COMO Therapy, our physiotherapy, occupational therapy and allied health assistant services involve the use of hands-on therapy. With this knowledge, you understand that:

While we will do our best to ensure you and your child's safety, as with any therapy, there is a risk of injury, including bruising, soreness, muscle strains, fractures and other bodily injuries, either during or after a therapy session.

There may be a small risk of death either during or after a therapy session.

By agreeing to these terms and conditions, you accept these risks and therefore COMO Therapy cannot be held responsible for any injuries or death that may occur during or after any therapy sessions.

6. Your appointments

Before your appointment, we will ask you questions about the place you have asked us to see you. This could be your home, school, or somewhere in the community. This is to help keep us safe when we visit you.

a. You must tell us if:

There are any stairs where we might fall.
There is anything around the place that might make us fall.
You have any pets or animals with you.
You or anyone with you during your appointment smokes.
You have any dangerous items like guns or drugs.
We are able to use our phones if we need to call anyone.
There are any problems with opening or closing any doors or gates.
There is anyone with you who may hurt us physically or say mean or rude things to us.
You or your child have been unwell or have symptoms of an infectious illness that may affect your appointment.

You or your child do not meet the attendance requirements outlined in our Health and Wellness Policy.

b. You will need to cancel/reschedule your appointment if:

You or your child are unwell with symptoms of an infectious illness that may affect the safety of others.

You or your child have had a fever within the previous 24 hours, or are not yet fever-free for at least 24 hours without medication.

You or your child have experienced vomiting or diarrhoea within the previous 48 hours.

You or your child have live head lice.

You or your child do not meet the attendance requirements outlined in our Health and Wellness Policy.

If you need to cancel or reschedule your appointment due to illness, please contact COMO Therapy as soon as possible. Any applicable cancellation fees will be determined in accordance with our Cancellation Policy.

c. To keep you and us safe during your appointment, we may ask you to:

Keep your pet or animal in another room.
Put away any dangerous items.
Make sure there is a clear space for us to work together with you.

If we find that anything is unsafe about the place for your appointment, we will tell you. If the place cannot be made safe, we will not be able to enter the place. If this is the case, we will ask you to have your appointment in a different place or wait till your place is safe again.

7. Paying for your appointment

a. For Community Visits and Telehealth Consultations:

The cost of your appointment can be found on our website under Pricing.
You will need to pay once your appointment has been completed. Currently, we accept bank transfer only.
You must pay within 7 calendar days of receiving your invoice.

b. For NDIS Participants:

You are responsible for making sure that you have enough money in your NDIS plan to cover the cost of any services that we provide you.

If your NDIS plan does not have enough funding to cover the cost of our services provided, you will need to pay for these yourself.

If you are self-managed:

We will send the bill directly to you via email, unless you request a different method.
You must pay this within 7 calendar days of receiving your bill. Currently, we accept bank transfer only.

If you are plan-managed:

We will send the invoice directly to your Plan Manager and provide you with a copy.

Your Plan Manager must pay this bill within 7 calendar days of receiving it.
If your Plan Manager is not able to pay, then you will need to pay for this appointment yourself.

If you are NDIA-managed:

We are not an NDIS-registered provider and therefore you will need to pay for our services privately.
We will send the bill directly to you via email, unless you request a different method.
You must pay this within 7 calendar days of receiving your bill. Currently, we accept bank transfer only.

c. For Medicare:

Where eligible, Medicare rebates may be available for certain physiotherapy and occupational therapy services.

The rebate amount depends on the applicable Medicare item and current Medicare Benefits Schedule.

Any remaining gap payment is the responsibility of the client. Medicare and private health insurance rebates cannot be claimed for the same service.

d. For Private Health Insurance:

We are able to process payments from your private health insurance online (electronic health rebates).
We will send you an invoice for the remaining amount (gap). This must be covered by yourself.
You must pay this within 7 calendar days of receiving your bill. Currently, we accept bank transfer only.
The amount that will be covered will depend on your health insurance policy. COMO Therapy is not responsible for the amount that is covered by your private health insurance.

8. Cancelling your appointment

If you cannot make your appointment, please let us know as soon as possible to reschedule. For physiotherapy and Allied Health Assistant appointments, we need at least 48 hours' notice. For Occupational Therapy appointments, we require two full business days' notice. This keeps it fair for everyone who needs our help. This applies to in-person and online visits.

If sufficient notice is not provided, the full scheduled appointment fee may be charged in accordance with our Cancellation Policy. Any applicable cancellation fees must be paid within 7 days of receiving the invoice.

We Need to Cancel Your Appointment:

Sometimes, things happen that are out of our control, like natural disasters, emergencies, or illness. If this occurs and we cannot provide our services, we will notify you as soon as possible to reschedule your appointment.

9. You are late or have missed your appointment

If you are late for your appointment, we will attempt to contact you. If you are still able to attend, we will continue the appointment, however we will have to stick to our schedule so that we can be on time for other clients. This will mean that your appointment is shorter if you run late. If you are late, we will still bill the full amount for the appointment.

10. Terminating your service agreement with us

Your Service Agreement will remain in place until it is terminated in accordance with its terms.

You may request to end your services with COMO Therapy at any time by providing 30 days' written notice by email or letter.

Where either party seriously breaches the Service Agreement, the agreement may be terminated immediately.

For NDIS participants:

You must tell COMO Therapy straight away if you have a new plan approved or if your plan is suspended. You must tell COMO Therapy straight away if you stop being an NDIS participant.

11. Keeping you up to date

We manage all of our paperwork electronically. This means that we will communicate any changes or news by email. If you do prefer us to send you this information in the post or to tell you over the phone, please let us know as soon as possible.

12. Your personal information and privacy

At COMO Therapy, we respect your privacy and take reasonable steps to protect your personal information.

We manage your information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Your personal information is stored securely and is only accessed or shared where appropriate for providing services, with your consent, or where otherwise permitted or required by law.

You can access our full Privacy Policy via our website or by clicking here.

COMO Therapy may use secure digital documentation tools, including AI-assisted technology, to assist with preparing progress notes, reports and other clinical documentation.

Your treating therapist reviews and approves all clinical documentation before it is finalised. Your information remains confidential, and COMO Therapy takes reasonable steps to ensure that any technology used handles your information securely and in accordance with applicable Australian privacy laws.

Where an AI-assisted documentation tool captures audio or transcribes a consultation to assist with clinical documentation, we will obtain your consent before using the tool.

13. When you use our website

All of the content on our website belongs to us. This includes our policies, information, photos, and website design.

This means that you are not allowed to:

Copy any of our content.
Publish our content onto any other website.
Use any of our photos without our written permission.
Are not allowed to use any of our content for any business reasons.

14. You want to give us feedback or make a complaint

We want to hear from you! It is really important and helps us to do better. You always come first and we will not treat you differently just because you tell us that you are not happy with something.

If there is something that you are not happy with or would like to tell us to improve, you can tell us in a number of ways. You can:

Discuss your issue/complaint with a COMO Therapy staff member
Send an email to hello@comotherapy.com.au
Call us on 0439 701 720

If you make a complaint, we will get back to you within 3 days of receiving your complaint.

You can also contact the NDIS Quality and Safeguards Commission by:

Phone - 1800 035 544
by filling in an online complaint form - click here.