Think Play Say Pty Ltd (“we,” “us,” “our”) is committed to protecting the privacy of our clients. This Privacy Policy outlines how we collect, use, disclose, and protect personal information in compliance with the Australian Privacy Principles (APPs), NDIS provider guidelines, and Speech Pathology Australia guidelines.

1. Information Collection

We collect the following types of personal information:

• Personal details: Name, email, phone number, health information, NDIS or Medicare details, bank details, etc.

• Collection methods: Information is collected through webforms, social media messages, emails, phone calls, and face-to-face interactions.

2. Use and Disclosure of Information

We use the collected information to:

• Provide the best possible service to our clients.

• Train and manage the performance of our staff.

• Conduct internal advertising, including emails, social media campaigns, and phone calls.

• Support business operations using AI automation.

We may share personal information with:

• Other healthcare providers, teachers, or doctors, with the client’s permission.

• Social media platforms for sharing images, provided we have express permission (we avoid using identifiable faces in compliance with SPA rules).

• De-identified data for measuring business outcomes.

• Legal entities when required by law.

3. Data Quality and Security

• Data responsibility: Clients are responsible for providing accurate data. We ensure data accuracy by having clients review reports before finalization.

• Protection measures: Personal information is protected through application passwords and two-factor authentication (2FA) where appropriate.

4. Access and Correction

Clients can access their personal information by requesting a digital download in writing. They can also request updates to their health records.

5. Anonymity and Accuracy

• Anonymity: If clients do not provide accurate information, we may not be able to offer adequate services.

• Data accuracy: It is important for clients to provide accurate and up-to-date information to ensure the quality of service.

6. Cross-border Disclosure

• Data storage: We strive to keep all data within Australia; however, some services we use handle data outside of Australia. Clients can request detailed information about our technology stack and data management practices.

• Health records: Clients can request us to upload information to their health records if desired.

7. Complaints Handling

Clients can lodge privacy complaints directly with us. We are committed to addressing all complaints promptly and fairly. Complaints should be directed to:

Privacy Officer

Think Play Say Pty Ltd

Email: info@thinkplaysay.com.au

Phone: 0488846955

Address: 9/70 Currie St Nambour Qld 4650

We will acknowledge receipt of the complaint and provide a timeframe for resolution. If the complaint is not resolved to the client’s satisfaction, they can escalate it to the Office of the Australian Information Commissioner (OAIC) or relevant NDIS bodies.

8. Data Retention and Disposal

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, or as required by law. When no longer needed, personal information is securely disposed of in accordance with our data retention policies.

9. Security Measures

We use a variety of security measures to ensure the protection of personal information, including encryption, secure servers, and restricted access. Our systems comply with industry standards and best practices.

10. Marketing and Communications

Please let us know if you do not want to receive marketing calls and emails. We try to send most marketing through mailer lite which allows unsubscribe. Any email directly from us will be directed to you due to us considering that it may be helpful.

11. Updates to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on our website, and we will notify clients of significant changes through email or other appropriate means.

This Privacy Policy ensures compliance with the Australian Privacy Principles, NDIS provider guidelines, and Speech Pathology Australia guidelines, safeguarding the privacy and security of our clients’ personal information.

1. Acceptance of Terms

By accessing and using our website and services, you agree to comply with and be bound by the following terms and conditions. If you do not agree to these terms, please do not use our website or services.

2. Services Provided

Think Play Say Pty Ltd provides allied health, tutoring and related services. The scope of services is defined in the service agreement signed by the client and Think Play Say. Service agreements comply with NDIS requirements and outline the services provided, fees, and responsibilities of both parties.

Services provided are charged at either an hourly or packaged rate. Services could include face to face and indirect services, including but not limited to notes, information gathering, reporting, writing documentation, creation of resources for the individual client, communication with other providers regarding that client, and travel.

Due to this, the service agreements and schedules of support (where supplied) can only provide an estimated expense, rather than an exact amount, as different clients will need different amounts of liaison with other services depending on their needs.

3. Client Responsibilities

Clients are responsible for:

• Providing accurate and complete information to Think Play Say.

• Following the treatment plans and guidelines provided by their speech pathologist.

• Informing us of any changes in their personal information or health status.

4. Appointment Policies

• Booking and Cancellations: Clients must provide at least 2 business days notice for cancellations or rescheduling of appointments. Failure to do so may result in a cancellation fee.

• No-Shows: Clients who do not show up for a scheduled appointment without prior notice may be charged a fee.

5. Fees and Payment

• Payment Terms: Clients agree to pay the fees for the services provided as per the fee schedule shared at the time of booking.

• Billing: Invoices are issued at the end of day or as agreed upon in the service agreement. Payment is due within 7 days of the invoice date.

• Late Payments: Late payments may incur additional charges as specified in the invoice. Unpaid fees may be referred to debt collection agencies at the client’s expense.

6. Privacy and Data Protection

We are committed to protecting the privacy of our clients. Please refer to our Privacy Policy for details on how we collect, use, and protect your personal information. All data handling complies with the Australian Privacy Principles and NDIS confidentiality requirements.

7. Intellectual Property

All content, including text, graphics, logos, and images, provided on our website and through our services are the property of Think Play Say Pty Ltd and are protected by Australian and international copyright laws. Clients are not permitted to reproduce, distribute, or create derivative works from our content without explicit written permission.

8. Limitation of Liability

Think Play Say Pty Ltd shall not be liable for any direct, indirect, incidental, or consequential damages arising from the use of our services or the inability to use our services. This includes, but is not limited to, damages for loss of profits, data, or other intangible losses.

9. Termination of Services

Think Play Say Pty Ltd reserves the right to terminate or suspend services to a client at any time, for any reason, including but not limited to breach of these Terms of Service or failure to comply with treatment plans.

10. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of Queensland, Australia. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of Queensland.

11. Changes to Terms of Service

We reserve the right to modify these Terms of Service at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after any changes constitutes acceptance of the new terms.

12. Complaints Handling

Clients can lodge complaints regarding services or terms directly with us. We will address all complaints promptly and fairly. Complaints should be directed to:

Privacy Officer

Think Play Say Pty Ltd

Email: info@thinkplaysay.com.au

Phone: 0488846955

For Practitioners

1. Professionalism and Integrity

• Maintain Professional Boundaries: Practitioners must always maintain professional boundaries with clients and their families.

• Honesty and Transparency: Communicate openly and honestly with clients about their treatment plans, progress, and any fees associated with services.

• Compliance with Laws and Guidelines: Adhere to all relevant laws, regulations, and professional guidelines, including those set by Speech Pathology Australia and the NDIS Quality and Safeguards Commission.

• Continuous Professional Development: Engage in ongoing education and training to maintain and enhance professional competence.

• Accountability: Take responsibility for professional actions and decisions and seek to provide the highest standard of care.

2. Respect and Dignity

• Respect for Clients: Treat all clients with respect, dignity, and without discrimination. Acknowledge and respect the cultural, linguistic, and individual differences of clients.

• Confidentiality: Protect the privacy and confidentiality of client information, only disclosing information with consent or when required by law.

• Empowerment: Support and empower clients to make informed decisions about their care.

3. Ethical Practice

• Informed Consent: Ensure that clients provide informed consent before commencing any treatment or intervention.

• Beneficence and Non-maleficence: Act in the best interest of clients, striving to do good and avoid harm.

• Accessibility: Strive to make services accessible to all clients as far as possible within the constraints of current funding, resources, and socio-economic factors.

• Professional Conduct: Avoid conflicts of interest and maintain professional conduct at all times.

For Clients

1. Respect and Cooperation

• Respect for Staff: Treat all staff and practitioners with respect and courtesy.

• Honesty: Provide accurate and complete information to practitioners to facilitate effective care.

• Compliance with Treatment Plans: Follow the agreed treatment plans and attend scheduled appointments. Inform practitioners in advance if unable to attend.

2. Safety and Privacy

• Personal Conduct: Maintain appropriate behavior in all interactions with practitioners and other clients.

• Privacy of Others: Respect the privacy and confidentiality of other clients.

• Health and Safety: Clients must not attend face-to-face services if they are unwell. This includes signs of sickness such as fever, green/yellow mucus, coughing more than once every five minutes, nausea, diarrhea, etc.

3. Communication and Feedback

• Open Communication: Communicate openly with practitioners about concerns, preferences, and feedback.

Complaints Handling Process

• Internal Resolution: Clients are encouraged to first raise any complaints directly with their practitioner or the clinic’s administration. We will acknowledge receipt of the complaint and provide a timeframe for resolution.

• Escalation: If the complaint is not resolved to the client’s satisfaction, it can be escalated to:

• Speech Pathology Australia: Clients can contact Speech Pathology Australia to lodge a complaint.

• Website: Speech Pathology Australia

• Email: complaints@speechpathologyaustralia.org.au

References

• Speech Pathology Australia Code of Ethics: Speech Pathology Australia

• NDIS Code of Conduct: NDIS Quality and Safeguards Commission

We understand that life happens and sometimes you need to reschedule.

To give us time to offer your spot to another family, please provide at least two full business days’ notice if you need to cancel or change an appointment.

For example, if your appointment is Thursday, please let us know by Monday.

Written notice by email (info@thinkplaysay.com.au) or text 0488846955 is required.

If less notice is given, a cancellation fee will usually be charged, as filling sessions at short notice can be difficult.

If you can’t attend in person, we’re happy to use your session time in other ways to keep your child’s progress moving forward. For example, we can:

• arrange a parent-only or telehealth consult,

• contact your child’s teacher or other providers, or

• prepare home practice resources for you.

Consistent attendance helps your child make steady progress. If attendance falls below 70% per term, progress may be limited, and future term bookings may not be prioritised.

Thank you for understanding that your reliability helps us support more families effectively.

1. Purpose

The purpose of this policy is to ensure that all sensitive information shared during therapy sessions is handled with the utmost confidentiality and protected from unauthorised access.

2. Scope

This policy applies to all employees, contractors, and affiliates of Think Play Say Pty Ltd who may have access to sensitive client information.

3. Confidentiality Obligations

• Client Information: All information shared by clients during therapy sessions is considered confidential. This includes, but is not limited to, personal details, health information, therapy notes, and any other sensitive data.

• Authorised Access: Only authorised personnel who need the information to provide therapy services or administrative support are allowed access to client information.

• Third-Party Disclosure: Client information will not be disclosed to third parties without the client’s explicit consent, except where required by law.

4. Data Protection Measures

• Physical Security: Confidential information is stored in secure locations, such as locked filing cabinets and secure office spaces.

• Digital Security: Electronic records are protected by secure passwords, encryption, and access controls. Two-factor authentication is used where appropriate.

• Information Sharing: When information needs to be shared (e.g., with other healthcare providers), it is done securely and with the client’s consent.

5. Client Rights

• Access to Information: Clients have the right to access their own therapy records. Requests must be made in writing and will be responded to promptly.

• Correction of Information: Clients can request corrections to their personal information to ensure its accuracy.

6. Breach of Confidentiality

• Reporting: Any breach of confidentiality must be reported immediately to the Privacy Officer.

• Investigation: All reported breaches will be investigated thoroughly, and appropriate action will be taken to mitigate any harm caused and prevent future breaches.

7. Training and Compliance

• Employee Training: All staff members are trained on confidentiality requirements and data protection measures.

• Compliance Monitoring: Regular audits are conducted to ensure compliance with this policy.

8. Review and Updates

Think Play Say Pty Ltd reserves the right to review and update this policy as needed. Clients will be informed of any significant changes.

1. Accepted Payment Methods

• Credit/Debit Cards:

Payments are processed either via Tyro on our computer system, which can also handle some private health fund rebates at the time of processing.

OR tap to pay transactions through the iPhone using Xero and stripe integration.

• Cash: Accepted for the exact amount only, as no change is kept on site.

• NDIS: Payments accepted from self-managed and plan-managed clients.

2. Payment Terms

• Private Paying Clients (including NDIS self-managed, private health, and Medicare clients):

• Clients must submit their credit card details to our secure online payment system and agree to have the credit card charged on the day of the session.

• We will attempt to process the Medicare or private health rebate; however, we cannot guarantee this for all funds.

• Plan-Managed Clients:

• An invoice will be sent directly to the plan manager.

• Payment Processing:

• If we cannot process the payment on the day of the session, private payers must pay within 7 days.

• If the payment is not made within 7 days late fees will be charged

3. Late Payments

• Late Fees: A 5% late fee will be added after 7 days of non-payment, with an additional 5% fee if unpaid after 14 days.

Unpaid fees will be referred to debt collection at the clients expense after 90 days.

• Service Suspension: Continued non-payment may result in suspension of services until the outstanding balance is settled.

4. Refunds and Disputes

• Refunds: No refunds for sessions, unless prepaid and the clinician is sick.

• Billing Disputes: Any billing disputes can be raised with the director for resolution.

5. Financial Assistance

• Payment Plans: Financial assistance can be arranged. Options include spreading the cost of a block of sessions over twice the time period through an automatic payment plan.

This policy applies to all employees, contractors, and representatives of Think Play Say Pty Ltd. It covers all forms of social media, including but not limited to Facebook, Twitter, Instagram, LinkedIn, blogs, and online forums.

At Think Play Say would like to occasionally share pictures and short videos of the types of activities that kids are doing with us. We will generally cover children's or faces or pixelate them. We will always ask if it is okay to share on social media. We never name children on our media platforms.

Please consider how your child might feel about being shared, not just now, but when they are older.

If you have previously had photos taken and you would like us to remove them please let us know and we will remove them asap.

Fees are current as of 5/10/2025

• Initial appointments are $400 as they include a significantly greater amount of prep and follow up compared to ongoing appointments.

• Private standard appointment $235

• NDIS hourly rate SLP is $193.99

• NDIS appointments incur a fee of direct face to face time plus indirect time to complete planning, notes etc. We are now charging the full amount of time that it takes to support each client. Therefore, the indirect time varies, but generally is a minimum of 25 minutes. Other indirect services will be charged on top of the session fees at the hourly rate.
  

• Medicare Enhanced Primary Care plan (GP referral) 5 sessions rebated at just over $60 per session. Must be individual sessions. There is a gap fee of approx $175 on these sessions. If you are having trouble affording speech pathology PLEASE discuss this with us and we will try to find a solution, either with reduced length sessions or direct debiting over a longer period.

• Private health funds - vary in how much they pay, I've seen as little as $26 and as much as 70% of the cost.. Please contact your fund prior to your session. Some funds can be claimed at time of payment, some you will need to send the receipt yourself.

• Group sessions can be a good way to reduce your costs and extend your NDIS plan. 45 minute 1:2 is $137.41 each, 60 minutes 1:2 $161.66 each, and 90 minutes1 :2 $210 each. Please note that not everyone is suitable to go into a group, but if groups are your preference we will do our best to accomodate.