FREQUENTLY ASKED QUESTIONS

FAQ: FAQ

I'VE HEARD THAT THERE ARE SOME CHANGES TO NDIS, AS OF JULY 1 2025. WHAT CHANGES WILL I SEE?

📉 Background:
• Physiotherapy rates under the NDIS haven't increased in 7 years, and are in fact decreasing under this new arrangement.
• Meanwhile, the cost of running a clinic has increased by ~24% (e.g. rent, wages, fuel, insurance)
These changes will hurt small clinics like ours which already operates under slim margins, but we remain committed to you and our high level of care

📉 What’s Changing:
• Physiotherapy hourly rate is dropping from $193.99 to $183.99
• Billable travel time is now limited to 50% of travel duration

📉 Our Response:
• We’re doing our best to minimise participant impact while keeping the business sustainable.
• We are actively working to make every session as efficient and as impactful as possible, and commit to working with each of you as these changes occur.
• We’ll be reviewing the necessity of home visits, and where possible, encouraging sessions at our PARC Frankston facility – which includes access to a pool, gym, and therapy room

I'M A CURRENT PARTICIPANT. WILL THERE BE ANY IMMEDIATE CHANGES?

Our priority is ensuring that from the Participant's perspective things remain as close to normal as possible.

In future, there may be a need for Davenport Physiotherapy to charge for non-labour travel costs and non face-to-face supports (such as extensive phone calls, letters, and report writing - costs that we have previously absorbed), however if these charges are applied, they will be clearly and transparently discussed with you at the time of your next Service Agreement Review

WHO CAN I SPEAK TO IF I HAVE A COMPLAINT OR FEEDBACK?

We value the feedback from our community to ensure we are providing you with the best services possible. You can speak to your therapist directly or complete a feedback form on our website https://www.davenportphysiotherapy.com.au/customer-feedback

If you would like to make a complaint, fill out the form, or contact Liam on #0493045634, info@davenportphysiotherapy.com.au

Davenport Physiotherapy will respect your feedback or complaint and will take actions to remedy the problem.

If you are a NDIS participant and you feel your complaint has not been resolved, you can seek further assistance by contacting the National Disability Safeguards Commission on 1800 035 544, or you can get further advice from the NDIA on 1800 800 110.

I WANT TO BOOK INTO PHYSIOTHERAPY. DO I NEED TO DO ANYTHING BEFOREHAND?

Appointments can be booked by either you or your Support Coordinator. Once you've been in touch, we'll call you back to get to know you better and book an appointment.

WHAT CONDITIONS DO YOU TREAT?

The best thing about working in the NDIS is the variation of conditions we see!

Typical conditions are:

-Neurological (Stroke, MS, Parkinsons, Motor Neuron / Muscular Dystrophy).

-Spectral Disorders (ADHD, Autism).

-Mental Health.

-Persistent Pain / Musculoskeletal.

-Paediatrics.

DO I NEED A DOCTOR’S REFERRAL?

Once accepted under the NDIS, a referral from your Support Coordinator is advised. No referral from your doctor is necessary, however often we ask for medical information to gain an insight into your situation. If you are self managed, please get in contact and we can discuss your needs.

For compensable clients such as TAC, Workcover, DVA and Medicare, a referral is necessary.

WHAT IS A SERVICE AGREEMENT?

Service Agreements are in place to ensure both participants and providers have a clear understanding of their agreed terms. This document specifies the terms of service, such as service fees and payment conditions and is evidence of informed consent which is a requirement as a health professional.

Davenport Physiotherapy will complete a Service Agreement on your first appointment. This does not lock you into anything, you can finish sessions at any time you chose. Just be mindful of the two (2) day cancellation fee.

WHAT HAPPENS IF I NEED TO CANCEL AN APPOINTMENT?

For a short notice cancellation, 100% of the fee associated with the scheduled session will be charged. Short notice is less than two (2) clear business days’ notice.

If you cant make your scheduled appointment, and your appointment can be rescheduled before the next scheduled appointment, no cancellation fee will apply. Instead of the appointment, the therapist can utilise the canceled session time to develop resources for the client, offer parent coaching sessions, or write reports with the consent of the parent/guardian. Please speak to your PT if needed.

Please note you will receive a reminder text message the day before your scheduled appointment, the text is set for a last-minute reminder of your appointment time, not for the purposes of a late cancellation, cancellations at this point are still likely to incur a late cancellation fee.

WHAT ARE NON FACE TO FACE (NON-CLINICAL) COSTS?

Physiotherapists perform a number of tasks that are not directly with the participant. This includes:

Contacting support coordinators, family members, caregivers, and members of a multidisciplinary team.
Writing letters of support for exercise equipment.
Care team meetings.
Annual funding reports.
Researching specific needs, conditions, and appropriate interventions as required.

The therapist's time spent on these tasks is billed accordingly. Your PT will let you know if they need to complete non face to face tasks.

DO YOU HAVE A WAIT LIST?

As of July 2025, we do not have any wait times.

We take into account location and preferred days and times to ensure the most suitable appointment slot.

I'M NOT SURE IF PHYSIOTHERAPY IS FOR ME. WHAT DO YOU ACTUALLY DO?

Every single person wants something different. Common reasons why people seek out Physiotherapy include
-Improving walking.
-Improving balance / reducing falls.
-Improving upper and lower body strength.
-Reducing pain.
-Helping with your mood.
-Losing weight.
-Making it easier to access the community.
-Making it easier to do my activities at home.