Terms and Conditions
These Terms and Conditions form part of the Steps2Life Client Service Agreement and apply to all services provided by Steps2Life.
1. Definitions
| Term | Meaning |
|---|---|
| Account holder | The person legally and financially responsible for payment of all fees under this agreement, as named or confirmed in the Client Service Agreement. Where more than one person signs or accepts responsibility, each is jointly responsible to the extent permitted by law. |
| Business day | Monday to Friday, excluding public holidays in New South Wales unless Steps2Life states otherwise. |
| Appointment | Any booked Steps2Life service, including clinic, home, school, community, phone, telehealth, assessment, consultation, meeting or other scheduled service. |
| Cancellation | A request to cancel, reschedule, move, shorten or change a booked appointment. |
| Late cancellation | A cancellation or rescheduling request made within the notice periods set out in the Cancellation Policy section of the Client Service Agreement. |
| No-show | The client does not attend, is not present, is unavailable, cannot be contacted, or the appointment cannot proceed at the scheduled time. |
| Late arrival | The client arrives late or is not ready at the scheduled appointment time. Steps2Life may shorten the appointment and charge the full fee, or treat the appointment as a no-show if there is not enough time for the appointment to safely or meaningfully proceed. |
| Failed appointment | An appointment that cannot proceed because required access, supervision, safety conditions, consent, support, technology, location access or client readiness is not available. |
| Client | The person receiving Steps2Life services, or on whose behalf services are provided. |
| Caregiver / Authorised Personnel | A parent, guardian, family member, carer or other person authorised to make decisions, provide consent or receive information on behalf of the client. |
| Steps2Life | Steps2Life Care Pty Ltd, including its clinicians, employees and contractors. |
| Third-party payer | Any funder or payer other than the Account Holder, including the NDIS, a plan manager, Medicare, a private health insurer, an insurer or compensation payer, an aged care provider or package, DVA, DCJ, a school, employer or other organisation. |
| Stored payment method | A valid credit card, debit card or other approved payment method kept securely on file through Steps2Life’s approved payment provider, merchant facility or practice management system. |
| Personal and health information | Information or an opinion about an identified or reasonably identifiable individual. Health information is personal information about a person’s health, disability or health services and is treated as sensitive information. |
| Non-face-to-face clinical support | Clinician work performed outside a face-to-face appointment that is directly related to the client’s care, goals, documentation, funding, communication, safety or outcomes. |
| Disengagement | The process of ending services under the Ceasing Services section of the Client Service Agreement, consisting of a 2.5-hour allocation per enrolled service: the first 1 hour and 15 minutes is a session concluding therapy, reviewing progress and providing closure, and the second 1 hour and 15 minutes is non-face-to-face clinician time for file closure, the final progress note, a summary of sessions and progress, and handover where required. |
2. Client Rights, Communication and Participation
Steps2Life aims to provide services in a respectful, safe and collaborative way. Clients and families should understand their rights, choices and communication responsibilities before services start.
2.1 Client Rights
Clients have the right:
- to be treated with dignity, courtesy and respect;
- to ask questions before agreeing to services;
- to be involved in decisions about goals, priorities and service delivery where appropriate;
- to provide feedback or make a complaint without unfair treatment;
- to request access to or correction of personal information where permitted by law;
- to withdraw or change consent where legally and practically available;
- to request reasonable adjustments where needed for access, communication or participation.
2.2 Communication Expectations
Steps2Life may communicate by phone, email, SMS, telehealth link, client portal or other agreed method. Email and SMS may not be monitored continuously and should not be used for emergencies or urgent clinical risk. For urgent medical or safety concerns, contact emergency services or an appropriate crisis service. Clients and account holders are responsible for keeping contact details current and checking messages about appointments, cancellations, invoices and service changes.
2.3 Support Person, Advocate or Interpreter
A client may request a support person, advocate or interpreter to be involved where appropriate. Steps2Life may need to confirm consent and confidentiality arrangements before sharing information or allowing another person to participate in services.
3. Payment Terms by Funding Type
3.1 Private and Self-Funded Payments
For private payment or self-funded services, payment is due at the time of appointment or by the invoice due date using an approved payment method.
3.2 NDIS Self-Managed Funding
For NDIS self-managed funding, the Account Holder pays Steps2Life directly at the time of appointment or by invoice, then manages any reimbursement claim separately.
3.3 NDIS Plan-Managed Funding
For NDIS plan-managed funding, Steps2Life may invoice the plan manager where accepted, but the Account Holder remains responsible for unpaid, rejected, delayed or partly paid invoices.
3.4 NDIA Agency-Managed Funding
For NDIA agency-managed funding, Steps2Life claims payment directly from the NDIA through the NDIS portal, and a service booking may be created with the Account Holder’s consent. If a claim is rejected, funding is exhausted, the plan has ended or the NDIA does not pay for any reason, the Account Holder remains responsible for the unpaid amount.
3.5 Medicare Rebate Services
For Medicare rebate services, the client pays the full fee to Steps2Life at the time of appointment. Steps2Life can then process the Medicare rebate at the time of the appointment so it can be paid back to the client if they are eligible into their designated account. The Account Holder remains responsible for the full fee and any gap, rejected rebate or unpaid amount.
3.6 Private Health Insurance and HICAPS
Where HICAPS or private health claiming is available, Steps2Life may process an eligible claim at the time of appointment. The Account Holder must pay any gap at the time of appointment. If the insurer rejects, delays or only partly pays the claim, the Account Holder must pay the unpaid amount. Cover limits and eligibility are the client’s responsibility.
3.7 DVA Funded Services
For DVA funded services, Steps2Life claims payment directly from the Department of Veterans’ Affairs where the client holds a valid Gold Card, or a White Card with an accepted condition that covers the service, and a current GP referral is in place. If a claim is rejected because the card type, accepted condition or referral does not cover the service, or DVA does not pay for any reason, the Account Holder remains responsible for the unpaid amount.
3.8 Workers Compensation Claims
For workers compensation services, Steps2Life invoices the insurer where a claim number, case manager details and any required insurer approval have been provided and accepted by Steps2Life. Services provided beyond approved limits, or after a claim is declined, disputed or closed, remain payable by the Account Holder. If the insurer rejects, delays or only partly pays an invoice, the Account Holder remains responsible for the unpaid amount.
3.9 Aged Care Packages
Where Steps2Life agrees to invoice a package provider or use an aged care funding pathway, the Account Holder must provide approval, provider details, available budget and any required authorisation before services are provided. If the provider does not pay, funds are exhausted, approval is missing or the claim is rejected, the Account Holder remains responsible for the unpaid amount.
3.10 Other Third-Party Payers
Steps2Life may invoice an approved third-party payer only where written approval, claim details or purchase order information is provided and accepted by Steps2Life. If approval is withdrawn, the payer refuses payment, the claim is delayed, or only part of the invoice is paid, the Account Holder remains responsible for any unpaid amount unless Steps2Life agrees otherwise in writing.
3.11 Cash Payments
Cash may be accepted only where Steps2Life permits it for the service or location. Steps2Life will issue or record a receipt for cash payments in the ordinary course of billing. The payer should keep the receipt for their records. Cash payment does not remove the need to keep an approved payment method on file unless Steps2Life gives a written exemption.
3.12 Stored Payment Method for All Funding Types
For all funding types, Steps2Life may require an approved credit card, debit card or other approved payment method to remain securely on file. Steps2Life may charge the stored payment method for unpaid amounts, missed payments, failed payments, overdue invoices, funding shortfalls, rejected third-party invoices, cancellation fees, no-show fees, urgent or priority fees and other amounts payable under this agreement.
4. Stored Payment Method and Booking Security
The Account Holder must provide and maintain a valid credit card, debit card or other approved payment method on file before appointments are booked or continued, unless Steps2Life gives a written exemption. By providing payment details, the Account Holder authorises Steps2Life to charge the payment method for amounts owing under this agreement, including appointment fees, cancellation fees, travel charges, reports, non-face-to-face work, overdue invoices, rejected third-party invoices, funding shortfalls and other amounts payable under this agreement. Steps2Life will keep records of charges and will provide invoices or receipts in the ordinary course of billing, or where reasonably requested. The Account Holder must not initiate a chargeback, payment reversal or payment dispute for a validly issued invoice or authorised charge without first contacting Steps2Life and giving Steps2Life a reasonable opportunity to review and resolve the issue.
5. Fee Reviews and Price Changes
Steps2Life may review fees from time to time. The Account Holder agrees to pay the fees set out in Steps2Life’s current fee schedule, quote, service booking, invoice or written fee notice for the relevant service. The current fee schedule may be provided as a separate attachment, email, booking confirmation, invoice note or written fee notice. Steps2Life will give reasonable notice of fee changes for future services. If the client continues to book or attend services after notice is given, the updated fees will apply to future services.
6. Failed Payments
If a payment fails, is dishonoured, reversed or charged back, the account holder remains liable for the debt and must provide an alternative payment method promptly. Steps2Life may charge reasonable bank dishonour fees, card surcharges, transaction fees or payment processing costs where those amounts have been disclosed and are legally permitted.
7. Overdue Accounts, Missed Payments and Catch-Up Payments
If an invoice is not paid by the due date, Steps2Life may send a reminder, contact the account holder or third-party payer, request updated payment details, require payment before further bookings, review the service arrangement, suspend non-urgent services, or refer the matter for debt recovery where legally permitted. Steps2Life may continue urgent risk-related communication where clinically or legally required, but is not required to continue routine appointments while amounts remain unpaid.
If the account holder has three missed, failed, dishonoured or overdue payments, Steps2Life may stop, pause, suspend or decline further services and appointments until the account is brought back into good standing. Stopping or pausing services does not cancel the debt or any fees already incurred. The account holder must continue making weekly catch-up payments until the overdue balance is paid in full. Unless Steps2Life agrees otherwise in writing, weekly catch-up payments must be made in the amount reasonably required by Steps2Life, having regard to the overdue balance, the age of the debt, the client’s payment history, any payment arrangement already offered, and the ongoing cost of services. Steps2Life may require payment in advance before any services resume.
8. Prepayment Right
Steps2Life may require payment in advance before booking, continuing or resuming services where funding is low or uncertain, invoices are overdue, a payment has failed, there has been repeated late cancellation or non-attendance, a third-party payer has not paid, or Steps2Life reasonably considers there is a payment risk. Steps2Life may require overdue invoices to be paid in full or a written payment arrangement to be accepted before further services are provided.
9. No Set-Off or Withholding Payment
The Account Holder must not withhold payment or set off amounts owing because of a complaint, dispute, funding delay, plan manager delay, insurer delay, third-party payer issue, or concern about services, except for amounts Steps2Life agrees in writing are genuinely disputed. Any undisputed amount remains payable by the due date.
10. Third-Party Rejection Not Required Before Direct Payment
Steps2Life does not need to wait for a third-party payer to formally reject an invoice before requiring payment from the Account Holder if the invoice is overdue, the funding is exhausted or insufficient, the third-party payer has delayed payment, or Steps2Life reasonably considers that payment is unlikely to be received in full and on time.
11. Funding Shortfall Acknowledgement
I understand that Steps2Life is providing services to the client, not to any funding body or third-party payer. I understand that I remain personally responsible for all fees if funding runs out, is exhausted, expires, is suspended, is insufficient, delayed, rejected, incorrectly allocated, or not paid for any reason.
I understand that Steps2Life may pause or stop services if invoices are unpaid, but stopping services does not cancel the debt. I must continue making catch-up payments as set out in section 7 Overdue Accounts, Missed Payments and Catch-Up Payments until the overdue balance is paid in full.
12. Suspension of Services
Steps2Life may suspend, postpone, cancel or decline future appointments if invoices are overdue, a payment method is invalid, a third-party payer has not paid, funding appears insufficient, or there is a reasonable concern that future fees will not be paid. Steps2Life may require payment in advance before further services are provided. Where services are paused or stopped for non-payment, Steps2Life may still take reasonable steps required by law, professional obligations or urgent safety concerns, but routine appointments and non-urgent work do not need to continue while amounts remain unpaid.
13. Report and Document Release While Invoices Are Overdue
Steps2Life may withhold non-urgent reports, letters, forms, summaries, resources, programs, certificates, administrative documents or other non-urgent documents while invoices are overdue, except where release is required by law or Steps2Life determines that release is clinically necessary or appropriate.
14. Debt Recovery and Recovery Costs
If amounts remain unpaid, Steps2Life may refer the overdue account to a debt collection agency, solicitor, court, tribunal or other lawful recovery process. The account holder agrees to pay all reasonable debt collection costs, legal fees, solicitor fees, court fees, filing fees, enforcement costs and other recovery expenses that Steps2Life incurs in recovering overdue amounts, to the extent those costs are legally recoverable. Steps2Life may provide relevant account, invoice, contact and service information to its debt recovery providers, insurers, professional advisers or legal representatives for the purpose of recovering unpaid amounts or enforcing this agreement.
If Steps2Life has to take steps to recover unpaid invoices, the account holder may be required to pay the additional costs Steps2Life has to pay because of the overdue account. This may include debt collection agency fees, lawyer or solicitor fees, court or tribunal filing fees, enforcement costs and reasonable administrative recovery costs, where those amounts are legally recoverable. These costs are separate from the original invoice balance and may continue to increase while the debt remains unpaid.
15. Cancellations, Late Arrival and Attendance
See also the full Steps2Life Cancellation Policy.
15.1 Late Arrival
If the client arrives late, Steps2Life may provide the remaining appointment time if clinically appropriate and charge the full appointment fee. If the client arrives so late that the session cannot safely, meaningfully or practically proceed (generally where arrival is more than 15 minutes late), Steps2Life may treat the appointment as a late cancellation or no-show and charge the applicable fee.
15.2 Illness and Infection Risk
Clients must not attend face-to-face appointments when they are unwell, infectious, or not well enough to safely or meaningfully participate. If a client attends and is clearly unwell, infectious, or unable to participate, the clinician may decide not to proceed with the face-to-face appointment to protect the health and wellbeing of the client, clinician, staff, other clients and the broader community. If the required cancellation notice was not provided, the appointment may be treated as a late cancellation and billed in accordance with the Cancellation Policy section of the Client Service Agreement.
15.3 Repeated Cancellations
If the client has repeated cancellations, late cancellations, no-shows, late arrivals or failed appointments, Steps2Life may conduct a service review. The review may consider service frequency, appointment times, location, suitability, funding, attendance barriers, clinical benefit and whether ongoing bookings can continue. Steps2Life may pause future bookings until the review is completed.
16. Safety, Behaviour and Service Environment Requirements
16.1 Safety Obligations
Steps2Life must provide a safe environment for clients, caregivers / authorised personnel, clinicians, staff and visitors. Clients, families, caregivers / authorised personnel and support people must follow reasonable safety instructions and must not create risk for the client, clinician, staff or others.
16.2 Home, School and Community Visits
For services outside the clinic, the client or responsible person must ensure that the environment is safe, accessible and suitable for services. This includes providing safe access, suitable space, appropriate supervision, smoke-free areas where requested, controlled animals, safe parking or entry information, and notice of hazards or risks before the visit.
16.3 Behaviour That Will Not Be Accepted
Steps2Life will not tolerate abusive, threatening, intimidating, aggressive, violent, discriminatory, sexually inappropriate or unsafe behaviour toward staff, clinicians, clients or others. This applies in person, by phone, by email, by SMS, online and through third parties.
16.4 Consequences of Unsafe Behaviour
If unsafe or inappropriate behaviour occurs, Steps2Life may stop the appointment, leave the premises, require another person to be present, change the service location, move the service to telehealth, pause services, end services, make an incident report, contact emergency services, contact police or take other reasonable action.
16.5 Clinical Risk and Scope of Service
Steps2Life may decline, pause, modify or end services if the client’s needs are outside Steps2Life’s scope, if services are not clinically appropriate, if risks cannot be safely managed, if required information is not provided, or if another service pathway is more appropriate.
17. Privacy Policy and Information Sharing
See also the full Steps2Life Privacy Policy and Financial Consent.
17.1 Privacy Policy and Collection Notice
Steps2Life respects client privacy and handles personal information and health information carefully. Health information is sensitive information. Steps2Life collects, uses, stores and discloses information so it can provide safe and appropriate services, communicate with authorised people, manage appointments and billing, comply with legal obligations, manage risk and improve service quality. Steps2Life’s current website privacy information may also be made available at www.steps2life.com.au.
17.2 Information Steps2Life May Collect
Steps2Life may collect names, contact details, addresses, dates of birth, emergency contacts, Medicare details, funding details, payment details, referral information, health information, disability information, developmental history, medical history, medication information, allergies, risk alerts, school information, family information, assessment results, clinical notes, reports, care plans, behaviour information, communications, consent records, billing records, incident records, complaints, photographs, videos, recordings and information from other treating or supporting professionals.
17.3 How Information Is Collected
Information may be collected from the client, caregiver / authorised personnel, account holder, referrer, GP, specialist, school, childcare, allied health professional, support coordinator, plan manager, insurer, funder, support worker or other relevant person where appropriate and lawful.
17.4 Why Information Is Collected, Used and Held
Steps2Life uses information to assess suitability for services, provide therapy and clinical support, plan appointments, prepare reports, communicate with relevant people, manage safety and risk, coordinate care, manage billing and payments, respond to complaints, comply with legal obligations, maintain records, improve service quality and run the practice.
17.5 Disclosure of Information
Steps2Life may disclose relevant information to treating clinicians, administrative staff who need access, referrers, GPs, specialists, allied health professionals, schools, childcare providers, support coordinators, plan managers, insurers, funding bodies, emergency services, regulators, complaint bodies, legal advisers, debt recovery providers, IT providers, practice management providers and other people or organisations where consent has been provided, disclosure would be reasonably expected, disclosure is required or authorised by law, or disclosure is necessary to prevent or lessen a serious threat to health, safety or welfare.
17.6 Limits of Confidentiality
Steps2Life will keep information confidential except where disclosure is consented to, reasonably expected, required or authorised by law, required for billing or service delivery, necessary for professional advice or business operations, or necessary to address a serious threat to health, safety or welfare. Confidential information may also be required by subpoena, court order, regulator request or legal process.
17.7 Digital Systems, AI Tools, Recordings and Transcription
Steps2Life uses secure practice systems to manage client records, appointments, billing, telehealth, forms and clinical documentation. This may include cloud-based systems, secure communication platforms, AI-enabled note-taking tools, transcription tools, recording tools, summarisation tools or documentation-support software. These tools may be used for practical clinic purposes such as taking or preparing clinical notes, producing session summaries, supporting report writing, keeping accurate records, managing billing, improving service quality and meeting compliance obligations.
Steps2Life will take reasonable steps to use appropriate privacy and security settings and to limit information entered into these systems to what is reasonably necessary for the relevant purpose. If identifiable health information needs to be recorded, transcribed or entered into an AI-enabled or recording tool that requires specific consent, Steps2Life will seek that consent or rely on another lawful basis where available. Clients may ask how these systems are used and may withdraw consent where withdrawal is legally and practically available. Withdrawal may affect documentation, telehealth, communication, note-taking, reporting or support options.
17.8 Photographs, Video and Clinical Media
Steps2Life may use photographs, video or other clinical media where consented to or legally permitted. Clinical media may be used for assessment, therapy planning, reports, training of family, caregivers / authorised personnel, home programs, supervision, quality review or service delivery. Steps2Life will not use identifiable client media for marketing without separate express consent.
17.9 Security and Storage
Steps2Life will take reasonable steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification or disclosure. Steps may include secure systems, passwords, access controls, staff training, lockable storage, secure disposal, encrypted systems, role-based access and confidentiality obligations.
17.10 Access and Correction
Clients may request access to or correction of their personal information. Steps2Life may need to verify identity before providing access. Steps2Life may refuse or limit access where the law allows. Reasonable fees may apply for copying, retrieval or transfer where permitted by law.
17.11 Record Retention
Steps2Life will retain clinical and business records for the period required by applicable laws, professional obligations, insurance obligations and operational needs. Records may be retained longer where legally, clinically or operationally appropriate.
18. Feedback and Complaints
Steps2Life welcomes feedback. Feedback helps us improve services, resolve concerns early and make sure clients and caregivers / authorised personnel feel heard. A client, caregiver / authorised personnel or stakeholder may provide feedback or make a complaint at any time.
18.1 How to Provide Feedback or Make a Complaint
Feedback or complaints may be provided by speaking with reception, speaking with the treating clinician, asking to speak with management, calling Steps2Life on 1300 009 006, or emailing admin@steps2life.com.au. If the concern relates to a clinician, invoice, cancellation fee, privacy matter, safety issue or service quality concern, please provide as much detail as possible so we can review it properly.
18.2 Complaint Acknowledgement Timeframe
Steps2Life will aim to acknowledge a complaint within 2 business days. More complex matters may take longer to review, but Steps2Life will aim to keep the client or complainant informed about progress where appropriate.
18.3 What Happens After a Complaint Is Made
Steps2Life will acknowledge the complaint within a reasonable time, review the information provided, speak with relevant staff where appropriate, consider any documents or records relevant to the complaint, and respond in a fair and timely way. Steps2Life may ask for further information if needed. Where appropriate, Steps2Life may offer a phone call, meeting, written response, billing review, service review, change of clinician, change of appointment structure, or another reasonable step.
18.4 Billing Complaints and Disputed Amounts
Questions about invoices, payment, cancellation fees or third-party payment should be raised promptly. Raising a billing question does not automatically suspend the obligation to pay undisputed amounts. If only part of an invoice is disputed, the undisputed part remains payable by the due date unless Steps2Life agrees otherwise in writing.
18.5 Privacy Complaints
Privacy complaints should be raised with Steps2Life management. Steps2Life will review the concern and respond within a reasonable time. Clients may also contact the Office of the Australian Information Commissioner or a relevant health complaints body where applicable.
18.6 External Complaints
If you are not satisfied with Steps2Life’s response, or if you prefer to raise a concern externally, you may contact an appropriate external body. Depending on the issue, this may include the NDIS Quality and Safeguards Commission for NDIS participants, the NSW Health Care Complaints Commission, the Office of the Australian Information Commissioner for privacy matters, the Australian Health Practitioner Regulation Agency for registered practitioners, NSW Fair Trading for consumer issues, or a relevant funder, insurer or complaint pathway for the services received.
18.7 No Disadvantage for Raising Concerns
Steps2Life will not treat a client unfairly because they provide feedback or make a complaint. In some cases, a complaint may show that services need to be reviewed, modified, paused, transferred or ended, but any such decision will be based on service suitability, safety, clinical appropriateness, payment status or another genuine operational reason.