How we operate
Our terms & conditions highlight how we will work together, fairly and equally. We are committed to deliver the highest standard of therapy services, this includes your rights & responsibility as a client; and ours also.
We will:
- Involve you in all decision making processes
- Work with all relevant parties including family, carers, support workers, other medical specialists
- Keep all your information confidential and only accessible to you and us
Our Terms and Conditions
Service Delivery
Fly2Health is committed to providing high-quality, client-centred therapy services.
In delivering our services, we will:
- Involve clients (and their representatives, where applicable) in all key decisions regarding assessment, planning, and service delivery
- Work collaboratively with relevant stakeholders, including family members, carers, support workers, and other healthcare professionals
- Deliver services in a professional, safe, and ethical manner in accordance with applicable standards and guidelines
- Maintain the confidentiality and security of all personal and health information in line with privacy legislation
Modified Monash Model (MMM) Rating
The MMM Rating of a location will determine the different pricing arrangements which can apply, depending on whether a Support is delivered in a regional, remote or very remote area. This is as per the current NDIS Pricing Arrangements and Price Limits which uses the 2023 version of the MMM Rating, and determined using the Health Workforce Locator tool on the Department of Health’s website.
Appointments and Cancellations
Due to the nature of our regional, rural, and remote service model, appointments are often scheduled in advance and involve coordinated travel.
Clients are required to:
- Provide a minimum of 48 hours (2 business days) notice for cancellations or rescheduling
- Attend appointments at the agreed time or notify Fly2Health of any delays where possible
Where less than the required notice is provided, Fly2Health reserves the right to charge the full cost of the scheduled service, including associated incurred travel costs, in accordance with NDIS pricing arrangements.
If Fly2Health is required to cancel an appointment due to unforeseen circumstances (including clinician illness or travel disruptions), reasonable efforts will be made to:
- Reschedule the appointment at the earliest availability; or
- Provide services via Telehealth where clinically appropriate
Invoicing and Payment Terms
Invoices will be issued in accordance with the client’s funding arrangement:
- Directly to the client (self-managed or private clients)
- To a nominated Plan Manager (plan-managed clients)
- To the NDIA (NDIA-managed clients)
All invoices are payable within 24 hours of the invoice date, unless otherwise agreed in writing. We understand that Plan Managers may operate on their own payment cycles.
Fly2Health reserves the right to suspend services where invoices remain unpaid beyond the due date.
For all accounts enquiries, please contact: accounts@fly2health.com.au
Feedback and Complaints
Fly2Health is committed to open, transparent, and responsive communication.
Clients are encouraged to raise feedback or concerns directly with their clinician where appropriate.
For more information on how to submit feedback to our team, visit our Feedback and Complaints page.
Ceasing Services
Clients may cease services at any time by providing written notice to hello@fly2health.com.au. Upon receipt of notice, Fly2Health will:
- Confirm cessation of services
- Facilitate appropriate clinical offboarding with the lead clinician
- Seek feedback to support continuous improvement
Please note that our 48 business hours’ cancellation policy applies.
Withdrawal of Services
Fly2Health may withdraw services where continuation is no longer appropriate, safe, or feasible. This may include (but is not limited to) the following circumstances:
- The client no longer has access to relevant funding or funding has been exhausted
- Services are no longer aligned with the client’s needs or goals
- The required supports fall outside Fly2Health’s scope of practice, expertise, or operational capacity
- There has been no meaningful engagement for an extended period of time
- Outstanding invoices remain unpaid
- There is a breach of the Service Agreement or failure to comply with Fly2Health policies
- The safety of the client, clinicians, or others is at risk, including in cases of abusive, aggressive, or unsafe behaviour
- The client relocates outside of Fly2Health’s serviceable areas
- The client transitions to an alternative provider
Privacy and Confidentiality
Fly2Health manages personal and health information in accordance with applicable privacy laws and best practice standards.
Information will only be collected, used, and disclosed for the purpose of delivering services, unless otherwise authorised or required by law.
For more information or to request access to Fly2Health’s Privacy Policy, see our Privacy Policy webpage..
Incident Management
Fly2Health maintains an Incident Management System in accordance with the National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018.
All incidents that occur, or are alleged to have occurred, in connection with service delivery must be reported. Reports are managed in a confidential, fair, and timely manner.
Individuals who report incidents will not be subject to adverse consequences as a result of making a report.
Emergency Management
In the event of an emergency during service delivery, Fly2Health clinicians will implement relevant emergency and evacuation procedures to ensure immediate safety.
For services delivered to children and young persons, a parent, carer, or nominated responsible adult must be present. In emergency situations, the responsible adult will assume primary responsibility for the participant, supported by Fly2Health staff until appropriate services take over.
Advocacy
Clients have the right to engage an advocate at any stage of service delivery.
Advocates may include family members, carers, independent representatives, or external advocacy organisations. Fly2Health can provide information to assist clients in accessing advocacy services upon request.
Access to Policies
Fly2Health maintains a range of policies and procedures to support safe and effective service delivery. Copies of relevant policies are available upon request by contacting: hello@fly2health.com.au