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Our therapists carefully plan each session to meet the individual goals of our clients. As we limit the number of clients seen each day to provide a personalised, high-quality service, cancellations affect both your care and the scheduling of others.

Cancellation Terms:

• ✅ No cancellation fee if you notify us at least 48 hours (2 business days) in advance.

• ❌ 100% of the session fee is charged if cancellation is made less than 48 hours before the appointment.

• ❌ 100% of the session fee is charged for non-attendance with no prior notice.

If you arrive late for your appointment:

• We will wait up to 15 minutes after your scheduled time.

• If there is time and no subsequent appointment is affected, we will provide the full session.

• If a full session is not possible, a partial session may be provided, but you will still be charged the full session fee.

Note: Repeated late arrivals may impact therapy outcomes and place additional strain on therapists. If lateness becomes a pattern, we will initiate a review to support both client and therapist wellbeing in accordance with AHPRA and SPA standards.

Omni Healthcare therapists provide services in homes and community settings across Melbourne and regional areas, which can occasionally be affected by unpredictable traffic or environmental delays.

If your therapist arrives late:

• They will make every effort to provide the full session.

• If not possible due to subsequent bookings, the session duration may be reduced without reducing the fee.

• Should lateness become frequent or impact care, a review will be conducted to uphold client confidence and therapist psychosocial safety.

To ensure uninterrupted therapy and timely payment processing, all private and self-managed NDIS clients are required to register with Omni Healthcare’s Direct Debit system.

• After each session, payments are automatically processed.

• This policy helps maintain an up-to-date account and secures your ongoing booking.

We value transparency and consistent care—please contact us if you have questions about how direct debit works.

Omni Healthcare prioritises responsive, respectful, and efficient communication. This supports psychosocial wellbeing for both clients and staff and ensures continuity of care.

• Please respond to communications from Omni Healthcare (email, text, or call) within 72 hours.

• If we do not receive a response, your tentative booking may be offered to another client in need.

If you're experiencing difficulties responding (e.g. illness, personal stress), please let us know. We are here to support you, and we can discuss flexible arrangements where needed.

To begin or continue receiving services from Omni Healthcare:

• A signed Omni Healthcare Service Agreement is required before therapy can be scheduled.

• We do not accept third-party agreements in place of our own, in line with NDIS recommendations and best practices.

This agreement ensures that roles, responsibilities, fees, and expectations are clearly understood by all parties, promoting accountability and psychosocial safety.