Terms of service
We will periodically review your support to ensure it continues to meet your needs.
Both parties must treat each other with courtesy and respect.
We will provide support in a manner consistent with all relevant laws and ethical guidelines.
We will keep accurate records of the support provided to you and issue regular invoices.
We will protect your privacy and confidential information at all times. As registered health professionals, we have a legal duty of care to act if there is a serious risk to your safety or the safety of others. In these situations, we may share relevant information with emergency services or other appropriate supports to help keep people safe.
Core Clarity is not a crisis service and is not equipped to respond to mental health crises or other emergencies. If you are in urgent need of assistance, please contact 000 or your local area mental health service.
To ensure the safety and effectiveness of sessions, please do not attend appointments under the influence of alcohol or non-prescribed substances (excluding prescribed medications).
Both parties should provide as much notice as possible if an appointment needs to be changed or if services need to be discontinued. Either party can end this Service Agreement at any time, provided that all outstanding invoices have been paid in full. Core Clarity may need to close the agreement if your needs are outside of our scope of practice or experience. This decision will always be made with the participant's best interests in mind, to ensure they receive support that is appropriate, safe, and aligned with their needs.
Telehealth Appointments
A secure internet server will be used for telehealth sessions. While data breaches are a potential risk with any online platform or information sharing, we take all reasonable steps to safeguard your privacy and confidentiality.
Our practitioners do not consent to any video or audio recording of telehealth sessions. Recording or transmitting any part of a session is strictly prohibited, as it breaches confidentiality. If this occurs, services will be ceased immediately.
Clinical Notes
Some practitioners use a note-taking tool called Heidi, an Australian clinical note-taking platform, which allows them to focus more on you during sessions. Heidi supports your clinician’s note-taking process but does not replace their professional judgment. All data is handled in line with strict Australian privacy laws and stored on secure Australian servers. By proceeding, you consent to the use of Heidi during your consultation. You may withdraw your consent at any time, verbally or in writing, and this will not affect the quality of care you receive. For more information, visit www.heidihealth.com.
Fees & payment arrangements
All services, including therapist travel time, are billed in 15-minute increments
Full payment is expected within 7 days of the invoice date. If payment is not received within 14 days, services may be placed on hold until the account is up to date.
Participants are responsible for ensuring payment of all invoices, regardless of whether services are funded through the NDIS. If invoices remain unpaid despite fair and reasonable efforts to resolve the matter, Core Clarity reserves the right to pursue recovery.
Self-Managed: After providing services, we will claim payment directly from you via invoice. We ask that you kindly send us a payment receipt or an email to confirm your payment. Alternatively, you may opt to store your debit or credit card details securely with us, allowing us to process the payment via direct debit.
Plan Managed: After providing services, we will claim payment directly from your plan manager.
Direct services: These are sessions conducted either face-to-face or via video or phone with you, your family, or your support team.
Non-direct services: We will also bill for any non-direct tasks that are part of delivering your services e.g., preparing custom sessions, reading and writing reports, scoring assessments, completing the required documentation, liaising with your other support services, therapist travel, etc.
All outstanding payments must clear prior to distributing final copies of reports. On request, watermarked and unsigned drafts may be provided to ensure satisfactory service delivery.
For any home visit appointments, we will claim up to 30 minutes of travel and up to 60 minutes if the home visit is the final home visit appointment of the day. Travel expenses also incur a fee of $1.00 per km.
Cancellations
A short notice cancellation applies if give less than 24 hours' notice for all telehealth consultation cancellations and less than 48 hours' notice for all home visit consultations.
The cancellation fee is 100% of the cost of the scheduled session, including any scheduled non-direct activities such as the allocated appointment time, the allocated travel time and time allocated to write progress notes. If you arrive late to your appointment or leave the session early, we will bill for the allocated session time. We understand unexpected situations can arise and ask that you contact us as soon as possible so we can attempt to fill your appointment time.
Clinical Recommendations
We value your input and will take your suggestions into account when preparing reports and making recommendations. However, as registered health professionals, we have a responsibility to provide recommendations that are:
(a) based on clinical evidence,
(b) consistent with best practice guidelines,
(c) within our clinical scope of practice, and
(d) compliant with relevant legislation and standards.
We reserve the right to exercise our clinical judgment when making recommendations, and we recognise that this may not always align with participant preferences or requests. By signing this agreement, you acknowledge that while your input is valued, recommendations will ultimately reflect our professional judgment, which may differ from your expectations.
Reasonable and Necessary Determinations
While we strive to recommend products and services that align with what we believe are consistent with Reasonable and Necessary criteria, the final determination of this rests solely with the NDIA. Core Clarity and its practitioners are not responsible for decisions made by the NDIA or any subsequent actions, audits, or outcomes resulting from their processes. By signing this agreement, you acknowledge that our recommendations are based on professional judgment and available guidelines but do not guarantee NDIA approval.
Limitations of Liability
To the maximum extent permitted by law, Core Clarity and its practitioners are not liable for:
Any decisions made by the NDIA regarding approvals, funding, or auditing outcomes.
Accidents, injuries, or damages caused by the misuse of recommended products or services, including:
It is your responsibility to ensure all recommended products are used according to the provided instructions and for their intended purpose. By signing this agreement, you accept these limitations and understand that Core Clarity’s role is advisory and does not extend to decisions made by third parties, such as the NDIA.
Feedback
Please contact the Core Clarity Practice Manager for any feedback or complaints:
Lauren Reinsfield, ph: 1300 110 432 / lauren@coreclarity.com.au
You may also contact the NDIS Quality and Safeguards Commission by calling 1800 035 544.
Company Details
Core Clarity
Phone: 1300 110 432
Email: hello@coreclarity.com.au
Po Box 2007, Prahran, VIC, 3181
Reinsfield Pty Ltd, trading as Core Clarity | ABN: 96 645 195 615