At Think Play Say every child has the right to be safe and feel safe. We commit to the safety and wellbeing of every child in our care.

To keep children safe, we commit to:

• implementing the 10 Child Safe Standards

• providing a safe and supportive environment for all children

• making sure that children are not exposed to any form of harmful conduct or abuse

• helping children to be heard in decisions that affect them and share any concerns they may have

• making sure children know who to talk to if they feel unsafe.

As a child safe organisation, we commit to:

• educating everyone about child safety so that we can prevent, detect and effectively respond to child abuse

• making sure everyone involved in our organisation knows how to respond and report

• welcoming feedback to continuously improve our child safe policies, procedures and practices

• making sure that when family and community members interact with our organisation, they are aware that child safety is everyone’s responsibility, and their behaviour aligns with our child safe practices.

How We Behave at Think Play Say

What our staff promise you:

• We will treat you with respect and kindness

• We will keep your information private

• We will tell you the truth about your treatment and any costs

• We will ask your permission before we start any treatment

• We will follow the rules set by Speech Pathology Australia and the NDIS

• We will keep learning so we can help you well

• We will try to make our services work for your family's budget

What we ask of you:

• Please treat our staff with respect

• Please tell us the truth so we can help you properly

• Please come to your appointments, or tell us early if you can't

• Please respect other families' privacy

• Please don't come to a session if you're sick — this keeps everyone safe

• Please tell us if you have any worries or feedback

Privacy & Confidentiality

What you tell us during therapy is private. We collect your personal information and health information, kept in our forms and therapy notes on a secure digital platform. We use this to write reports, make decisions, and provide services to help you and your family.

We keep your information safe:

• Only staff who need to know can see it

• Paper files are locked away

• Digital files need a password to open

• We only share it with someone else if you say it's okay, or if the law says we have to

You can ask to see your own file at any time, or ask us to fix anything that's wrong.

If there is ever a problem with your privacy, or you think your information has been shared when it shouldn't have been, tell us — we will act quickly and take it seriously.

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

Notice and fees

●      More than 2 full business days' notice: no fee

●      Within 2 full business days' notice: 50% cancellation fee

●      Within 24 hours' notice, or non-attendance: full session fee

For example, if your appointment is Thursday, more than 2 business days' notice means letting us know by Monday.

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

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

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.

Fees / Funding

Here's roughly what things cost:

• First appointment: $400

• Private session (45–60 min): $235–$305

• NDIS rate: $193.99 per hour, with a regular 45 minute session being 45 face to face, 25 indirect (approx 226 per session)

• Medicare (with a GP referral): about $60 back per session, you pay the rest

• Private health fund: ask your fund how much they'll cover

• Group sessions cost less per person

If money is tight, please talk to us — we can look at options together.

Payment Policy

You can pay by:

• Card (we usually charge it on the day)

• Cash (exact amount only — we don't keep change on site)

• NDIS, if you're self-managed or plan-managed

If you're plan-managed, we send the invoice straight to your plan manager.

If we can't charge your card on the day, please pay within 7 days. Fees may apply if payment is late.

If you're having trouble paying, tell us — we're happy to talk about options.

Sometimes we take photos or short videos of therapy activities to share online.

• We hide or blur faces

• We always ask before sharing anything

• We never use your child's name

• If you want us to remove a photo, just ask and we will

We want to know what you think

At Think Play Say, we want to hear from you. You can tell us:

• Something you liked

• An idea to make things better

• Something that made you unhappy or worried

This is called "feedback." A complaint is when something has gone wrong and you want us to fix it.

It is safe to speak up

Telling us something is wrong will never change the support you or your child gets. You will not get in trouble. We will listen, and we will take it seriously.

Ways you can tell us

• Talk to your speech pathologist or any staff member

• Use your AAC device, sign, or pictures — your usual way of communicating

• Call us on 07 5234 8500

• Email us at info@thinkplaysay.com.au

• Write us a letter or note, or use the feedback box in the waiting room

• Ask a parent, carer, teacher, or support person to tell us for you

You don't have to give your name if you don't want to. You can ask for an interpreter, Auslan, or a translated version — this is free.

What happens after you tell us

• We will say "thank you, we got your message" within 2 working days

• We will look into what happened

• We will try to sort it out within 21 days

• We will tell you what we found and what we are doing about it

• If it takes longer, we will let you know why

You can bring someone with you to help — a family member, friend, or advocate.

If you want to talk to someone else

You never have to talk to us first. You can also contact:

• NDIS Quality and Safeguards Commission — 1800 035 544

• Office of the Health Ombudsman (Queensland) — 133 646

• Speech Pathology Australia — 1300 368 835

These services are free to contact, and you will not get in trouble for calling them.

Your information is kept private

We keep what you tell us safe and private. We only share it with people who need to know, to help fix the problem.

Terms of Service

1. Acceptance of Terms
By accessing and using our website and services, you agree to comply with and be bound by these terms. If you do not agree, please do not use our website or services.

2. Services, Fees, Cancellation, Privacy and Conduct
The services we provide, and what they cost, are set out in your service agreement and on our Fees & Payment page. Appointment and cancellation terms are set out in our Cancellation and Attendance Policy. Expectations for both practitioners and clients are set out in our Code of Conduct. How we handle personal information is set out in our Privacy & Confidentiality Policy. These policies form part of these Terms — by agreeing to this page, you're agreeing to those too.

3. Intellectual Property
All content on our website and through our services — text, graphics, logos and images — is the property of Think Play Say Pty Ltd and protected by Australian and international copyright law. Clients may not reproduce, distribute, or create derivative works from our content without explicit written permission.

4. Limitation of Liability
Think Play Say Pty Ltd is not liable for any direct, indirect, incidental or consequential damages arising from the use of our services or the inability to use them, including but not limited to loss of profits, data, or other intangible losses.

5. Termination of Services
We may end or pause a service arrangement where: these Terms are breached, fees remain unpaid despite reasonable follow-up, or continuing would compromise the safety or wellbeing of a client, staff member, or other person.

We will not withdraw or deny access to supports solely because a client or family has made an informed choice we disagree with.

Where a service arrangement does end, we will give reasonable notice where safety allows, explain our reasons, and support continuity of care — consistent with what's set out at intake — including discussing options such as referral to another provider.

6. Governing Law
These Terms are governed by and construed in accordance with the laws of Queensland, Australia. Disputes arising from these Terms are subject to the exclusive jurisdiction of the courts of Queensland.

7. Changes to These Terms
We may modify these Terms at any time. Changes take effect immediately upon posting on our website. Continued use of our services after a change means you accept the new Terms.

Feedback, concerns or complaints about anything covered by these Terms follow our Feedback or Complaints process.