Our policies and procedures

We aim to give families consistent, regular appointment times each term, which only works if cancellations are managed carefully.

• Cancel before 10:00am the day before your session: no fee.
• Cancel after 10:00am the day prior, or no-show: 90% of the session fee is charged.
• We accept cancellations by email or voicemail outside business hours, including Sundays for Monday sessions, as long as they reach us before the 10:00am cut-off.

We always want to know if something isn't right, and most issues can be resolved quickly once we hear about them. Feedback can be shared directly with your therapist, or by phone, email, or through our website.

Complaints are managed in line with the NDIS (Complaints Management and Resolution) Rules 2018. If you would like to escalate a concern, you can contact:

• Practice Manager (Chelsea): chelsea@kidlink.net.au
• Director (Jackie Sikic): (03) 9879 7019 or jackie@kidlink.net.au
• NDIS Quality and Safeguards Commission: 1800 035 544

We comply with the Privacy Act 1988 and Privacy Amendment Act 2012, the Victorian Privacy and Data Protection Act 2014, and the Health Records Act 2001 (Vic).

Participant records are kept in the Cliniko cloud-based system, protected by firewalls, passwords, and multi-factor authentication, with any paper records held in locked cabinets. Payments are processed securely via IntegraPay. Records are retained for 7 years post-discharge (or, for minors, until they are at least 25). Five consents are confirmed in our Service Agreement.

You can access your records by contacting the Director. Privacy concerns can be escalated to the Australian Privacy Commissioner or the NDIS Commission.

We are committed to providing a safe setting for participants, visitors, and staff, while recognising that meaningful therapy sometimes involves supported, appropriate risk-taking. Full procedures are available on request.

We manage risk across governance and clinical practice, compliance (including AHPRA registration and worker checks), business operations, and the safety of staff and visitors. Strategies include insurance, feedback mechanisms, staff training, and regular audits via our Risk Management Register.

Incidents are identified, recorded, assessed, and investigated in line with the requirements of the NDIS Quality and Safeguards Commission. Full procedures are available on request.

To keep our clinic safe and welcoming for everyone, we ask families to:

• Communicate respectfully and with a considerate tone.
• Arrive 5 to 15 minutes before sessions.
• Help keep the facility clean and supervise all children in waiting areas.
• Avoid food without OT approval, and no animals without prior permission.
• Attend and actively engage in sessions unless an alternative has been arranged.

We may refuse or discontinue service where a child or family is unwell or has been exposed to bodily fluids, where behaviour is violent, threatening, sexually inappropriate, or harassing, or in cases of unethical goals, excessive cancellations, or repeated code-of-conduct breaches. The Director has final discretion.