FREQUENTLY ASKED QUESTIONS

Appointments can be booked through our ‘Book Now’ form. Alternatively you can call us on 1300 163 665 or email us at hello@fly2health.com.au to speak with a member of our Client Services team.

Fly2 Health Group offers a range of In- person allied health services, including:

• Occupational Therapy
• Speech Pathology
• Clinical Psychology
• Physiotherapy 
• Exercise Physiology
• Allied Health Assistant (Therapy Assistant) 

We offer in-person appointments at our clinics, along with school and home visits where possible.

Telehealth appointments are also available.

Yes, telehealth services are available for most appointment types. Simply let our team know when booking if this option works best for you.

An Initial appointment* will include:

• 10 minutes for session planning and preparation (completed before your appointment);
• 1.25 hours total appointment time, which includes: 
  • 60 minutes of face-to-face therapy time; and 
  • 15 minutes of non face-to-face time for clinical documentation and treatment notes.

A Standard Ongoing appointment will include:

• 10 minutes for session planning and preparation (completed before your appointment);
• 60 minutes total appointment time, which includes:
  • 50 minutes of face-to-face therapy time; and 
  • 10 minutes of non face-to-face time for clinical documentation and treatment notes.

*Please note assessment appointments vary in length and may not fall within the listed timeframes

Yes, Fly2 Health Group is a registered NDIS provider. We work with self-managed, plan-managed, and NDIA-managed participants.

Referral Forms can be submitted by parents, support coordinators, or family members. Additionally  medical practitioners & government agencies, are also able to send referrals, where needed.

A GP or specialist referral is not required, and individuals are welcome to submit their own referral directly.

A Service Agreement is a document that outlines the services to be provided, the associated costs, and the responsibilities of both Fly2 Health Group and the Client.

For NDIS Participants:
While not strictly mandatory, a formal Service Agreement is highly recommended. We will prepare and provide this agreement for your review and signature within 48 hours of accepting your referral.

For Private Clients:
A link to complete a Service Agreement will be sent to you upon confirmation of your initial appointment.

General Note:
Fly2 Health Group strongly prefers a written Service Agreement. If a written agreement is not feasible, or if you opt out of having one, we will formally document the circumstances of your choice and still provide you with a copy of our terms and conditions.

At Fly2 Health Group we pre-book aircraft, schedules and routes therefore we cannot make last minute changes. If you need to cancel an appointment, please give us at least 48 business hours or more notice before your appointment to avoid a cancellation fee (cost of the session and travel). 

Cancellations less than 48 business hours before the time of your appointment or failure to attend an appointment will incur a 100% cancellation fee. This is in line with the NDIS standard cancellation policy.

To cancel or reschedule a service, you must notify our Client Services Team via phone on 1300 163 665 or email us at hello@fly2health.com.au at least 48 business hours (two business days) in advance.

As air travel is a component of the service, please be advised that occasional delays may occur due to weather or operational constraints.

• A delay not exceeding 15 minutes is considered standard.
• Should your flight be delayed by more than 30 minutes, our Client Services Team will proactively contact you.
• In the event of a flight cancellation, a Telehealth alternative will be offered wherever feasible.

Explanation of Travel Charges

Our service model involves flying clinicians from the closest departure point (usually the nearest capital city) to your preferred location. During each trip, a clinician delivers services to multiple clients.

Travel Labour Charges

The travel labour hours we charge represent the clinician’s time spent travelling. This includes the total return travel time, such as ground travel from the airport to the service location and back for each clinician. We absorb any additional travel time caused by unforeseen circumstances like weather or air traffic control changes.

The cost for this labour time is shared proportionally across all participants receiving services during that trip. This means each client is charged their share of the total travel time and costs for the eligible clinician.

Travel Non-Labour Charges (Flight Costs)

Our travel non-labour charges reflect each participant’s share of the total flight costs, covering a portion of the expense of flying clinicians to the service location. Please note that we are currently not passing the full cost of the flight onto the client.

All Fly2 Health services are priced in accordance with current NDIS Pricing Arrangements and Price Limits, regardless of funding source, ensuring fair and equitable rates for NDIS participants and non-NDIS clients.

We accept various payment methods, including credit/debit cards, EFTPOS, and direct deposit. All invoices must be paid within 7 days of receiving the invoice.

We accept a mix of private payments and public funding such as the National Disability Insurance Scheme (NDIS) & Medicare Benefits Scheme.

Please discuss your funding scheme with our Client Services Team when booking your appointment so we can assist you with the necessary documentation required and billing.

Fly2 Health does not bulk-bill. However, you may be eligible to claim a Medicare rebate directly through your Medicare online account through myGov. We recommend consulting with your GP for guidance on eligibility.

For participants who are NDIS funded, the invoicing process differs based on how your plan is managed:

• Self-Managed Participants: We will send the invoice directly to you. It is your responsibility to pay the invoice within 7 days and then claim reimbursement from the NDIS directly.
• Plan-Managed Participants: We will send the invoice directly to your nominated Plan Manager. The Plan Manager is then responsible for paying the invoice on your behalf.
• NDIA-Managed (Agency-Managed) Participants: We will submit the claim directly to the NDIS portal for payment. No action is required from you.

Fly2 Health is committed to protecting your privacy. We adhere to strict privacy policies and comply with all relevant Australian privacy legislation, including the Privacy Act 1988 (Cth). Our detailed Privacy Policy can be found on our website.  

If you or someone you are supporting is in immediate danger or experiencing a medical emergency, Call 000 or attend your nearest hospital emergency department.

We provide allied health services during business hours; however, please note that we do not operate as an emergency service.

In the unlikely event of an emergency during a Fly2Health appointment/service (clinic, school, or home visit), clinicians will immediately follow the Emergency and Disaster Response Plan and location-specific evacuation plans to prioritse client and staff safety, including liaising with emergency services.

Child or Young Person
A parent/carer or nominated adult (responsible person) must be present. If an emergency occurs, the responsible person assumes care, and Fly2 Health employees will assist with immediate safety measures according to the location’s evacuation plans.

Please see our Feedback and Complaints page.