Our Policies

Kids That Go Therapies implements the following policies to ensure our services are delivered transparently and with the utmost integrity.

Quick Overview:

• 48-24 hours notice = 50% cancellation fee;
• <24 hours notice = 100% cancellation fee;
• Payments are due 1 week from the invoice date, any invoices still owing outside this period will be considered overdue;
• Kids That Go employees hold themselves to the same standards that are expected of you. If you believe we have breached these policies, please be in contact immediately.

Privacy

We highly value your family’s privacy and take all reasonable steps to protect the security of your personal information in accordance with this Privacy Statement. This practice uses email for relevant communications. Unfortunately, no data transmission over the Internet can be guaranteed to be totally secure. There are inherent risks associated with the transmission of information over the Internet, including via email.

In line with Australian Privacy Principles, Kids That Go Therapies outlines its privacy policy as follows:

Information Collection and Holding

a) Before or on the first appointment, we ask permission from parents/guardians to collect information about their child.

b) Information is collected through intake form, observation of children’s performance as well as through teacher and parent questionnaires, discussion, and reports from other professionals.

c) Information held may also include clinical session notes, emails, transcripts of telephone conversations and child work samples. Some information we collect may be sensitive information.

d) With parent permission, video and audio information of children’s performance for assessment or intervention purposes is also held.

e) By law, we hold useful information electronically or in hard copy for 7 years after discharge or until the child is 25 years, whichever is the longer.

f) Information collected is stored securely in our cloud based practice management software, Splose. Occasionally, hard copies or client work, assessment forms or paper correspondence are also stored in a single client file while the child is attending appointments. If these exist, they are cross-cut shredded when the client file is archived.

​Information Disclosure and Use

g) Information is used to identify and facilitate the appropriate therapy services.

h) Release of information will be limited to relevant healthcare providers. We will never sell or trade your personal data or contact details to third party list brokers or marketing companies.

i) Information may be distributed to mentioned health care providers by email, secure software or paper.

j) Parents can request a formalised report on their child’s progress. For fees please speak to the therapist.

k) When sessions are conducted under Medicare plans, it is mandatory that initial and follow-up letters are forwarded to the family doctor.

l) By law, we are required to disclose information without parent permission in exceptional circumstances. These may include evidence of child abuse, issue of a court order, location of a missing person or prevention of serious and imminent threat to a person’s health or welfare.

m) With parent’s/guardian’s permission, data may be used for research purposes. This data, which has no identifying information, may include diagnosis, the number of sessions provided, the type of therapy provided etc.

n) With the cardholder’s permission, credit card details may be stored in the secure practice software only. We do not have access to your card details held in payment portal Stripe, or post-of-sale equipment, Square.

o) We may use your personal information to conduct newsletter mailouts for Kids That Go clinic updates and occasional marketing purposes.

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Information Security

p) All files are confidential with access limited to therapists and where necessary clerical staff for administrative purposes.

Support Plans

q) Each NDIS Participant will have a Support Plan outlining their goals, the services to be delivered to achieve the goals and a review date. The Support Plan also provides a breakdown of costs.

Breach of Policy

s) If you believe that Kids That Go has breached any of the above principles, please advise Rebecca Khan, Director.

t) The possible outcomes include an apology, change to Kids That Go policies and procedures, staff training or compensation for financial or non-financial loss.

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Research

u) This practice may use client health information to assist in improving the quality of care we give to all our clients, by reviewing the treatments used in the practice.

v) Your information held by the practice may be used in research projects to improve healthcare in the community; however, this information will not include data that can identify you or the client.​

w) The information used for research, including the publication of research results, will not be in a form that would allow you or your child to be identified.

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Fees and Payment

x) Our fees are developed and maintained in response to multiple market factors, and are subject to change accordingly with 2 weeks’ notice. Please refer to our fee schedule: https://kidsthatgo.com/fees/

y) Therapy supports do not attract GST. This practice does however, sell a few clinical resources which do include 10% GST.

z) Kids That Go Therapies will seek payment for their provision of supports after delivery via direct deposit, Square (point-of-sale), Stripe (link on invoice), or via the NDIS portal (if the client is agency managed). At all times we request payment on the day of the service.

aa) If the client is Agency managed, the client’s plan nominee will be required to accept the service booking, which will be created by Kids That Go Therapies online.

ab) If the Participant is plan managed, Kids That Go Therapies will invoice the plan nominee directly. The nominee must pay up-front, and seek reimbursement from the Plan Manager. This is in response to additional time lag in receipting monies from Plan Managers, and the need to protect cash flow as a small business. This is also due to unacceptable financial vulnerability for Kids That Go when monies are owed by the Plan Manager, but we do not have a contract in place for recovery of these funds.

ac) If the funding for any supports provided under this Service Agreement is managed by the participant (self-managed), Kids That Go Therapies will directly invoice the participant.

ad) If you are accessing telehealth, or home/school based services, our policy is that you have a card on file so that this can be charged on the day of appointment.

ae) We provide an integrated service for your child, and as most life skills happen across numerous contexts, we frequently need to communicate with educational staff/ other clinicians/ support workers. We will let you know before we do this; please be aware that these services are also charged at the same hourly rate.

af) If you would like an ‘easy to read’ copy of our privacy policy please contact admin@kidsthatgo.com to request a digital or paper copy.

Breach of Contract​

If you, or any party directly attached to this contract, performs a breach of any clause, Kids That Go will hold the whole contract as repudiated.

By agreeing to these terms:

1. You agree to pay all amounts due in clear funds within two-weeks from the date of invoice for the Goods and/or Services provided by the Kids That Go.

2. You agree that if you fail to pay in accordance with this clause, Kids That Go may:

(a)         Charge additional fees for the cost of collection, up to 20% of your total debt;

(b)         Withhold supply;

(c)         Sue for the money owing on the Goods or Services provided;

(d)         Take steps to secure monies owing and enforce such security;

(e)         Recover all collection and legal costs and expenses incurred in collecting overdue accounts and/or enforcing security interests on an indemnity basis.

3. Failure to comply will constitute a breach of contract and the Company may treat the whole Agreement as repudiated and act accordingly.

4. In the event this agreement has been entered into by more than one party each party shall be jointly and severely liable for any amount due.

5. In the event of a breach of our fee schedule, you agree that Kids That Go may release essential information to our registered debt collector ‘Marshall Freeman’ in order to collect you debts.

Cancellation Policy

Complaints Policy

If the Participant wishes to give the Provider feedback or wishes to make a complaint, the Participant, their advocate or trusted decision maker can:

• Discuss your issue/complaint with Rebecca Khan, Director
• Contact the Provider
  • in person at 6U Level 5 Paddington Central, 107 Latrobe Tce Paddington  QLD 4064
  • via phone to Administration (07) 3087 1904
  • email admin@kidsthatgo.com
  • via our website www.kidsthatgo.com

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• Contact the NDIS Quality and Safeguards Commission
  • via phone 1800 035 544
  • by filling in an online complaint form https://www.ndis.gov.au/contact/feedback-and-complaints#online-form

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For further information on making a complaint, ask to see our Feedback and Complaints Management Policy which is in your welcome email, or look at the NDIS Commission’s Fact Sheet on How to Make a Complaint.