Yes

We aim to:

• Work with the client to provide services that meet the client's needs, within the reasonable scope of Speech Pathology practice

• Communicate openly and honestly in a timely manner, during business hours

• Treat the client with courtesy and respect

• Consult with the client (or caregiver) on decisions about how the services are provided

• Listen to the client's feedback and resolve problems quickly

• Protect the client's privacy and confidential information

• Keep clear records about the services provided to the client

I will:

• Work with Pinnacle to ensure that the services provided meet the my/their needs, and are within the reasonable scope of Speech Pathology practice

• Communicate openly and honestly in a timely manner

• Treat all therapist with courtesy and respect

• Understand that therapist will only respond to communication during business hours, and due to the nature of our schedules, may take a few days to respond to emails, calls etc.

• Talk to their therapist about any problems with the services being provide.

• Read our service agreement policy and advise your therapist should you not understand any part.

Pinnacle charges for the following activities:

• All appointments with your therapist

• Therapy session

• Completing assessments and reports

• Making resources that help you achieve your goals

• Time spent  collaborating with your therapy team in order to work together to deliver therapy and help you achieve your goals

• Completing reports.

• Direct deposit.

• Payments are required to be paid within 30 days.

• All appointments must be paid for in full and any rebates then claimed afterwards using your payment receipt (Medicare, NDIS, or other funding bodies).

• Services may be suspended if there are outstanding payments.

• If a Client is under the age of 18, then the person managing their services is responsible for all fees.

For clients covered by an NDIS Plan, Pinnacle complies with the NDIS cancellation guidelines.  As of January  2025, this means that a cancellation fee will be charged if a participant makes a short-notice cancellation, which is after 3pm the day before the service.

Please ring 0407 568 859 and leave a message if the phone is not attended.

If you wish to give us feedback, or if you’re not happy with the provision of support and wish to make a complaint, you can talk to Eliza Williams on 0407 568 859 or email eliza@pinnaclespeechpathology.com.au.

If you are not satisfied, you can contact Speech Pathology Australia or the NDIS Commissiondirectly to discuss any issues.

https://www.ndiscommission.gov.au/complaints/make-complaint-about-provider-or-worker

https://www.speechpathologyaustralia.org.au/Public/Public/services/Making-a-complaint.aspx