Luna Speech commits to the following:

Collaborate with the Client to deliver services tailored to their individual needs, within the reasonable and ethical scope of Speech Pathology practice.

Communicate openly, honestly, and professionally during standard business hours.

Treat Clients and their families with courtesy, empathy, and respect.

Involve the Client (or their caregiver) in decisions related to assessment, therapy planning, and service provision.

Respond promptly to feedback, concerns, and service-related issues.

Uphold Client confidentiality and protect personal information in accordance with privacy legislation.

Maintain accurate and up-to-date clinical and administrative records.

Provide timely invoices following service provision or payment.

Conduct service reviews every 3–6 months or as required.

Clients (or their caregivers) agree to:

Work in partnership with Luna Speech to ensure services align with their needs and goals.

Communicate clearly and in a timely manner.

Treat all Luna Speech therapists with courtesy and respect.

Understand that therapist response times apply during business hours only.

Respond promptly to communications regarding appointments, invoices, service policies, and therapy-related updates.

Pay for all services on the day of appointment unless otherwise agreed.

Raise any concerns or issues with their therapist directly.

Provide at least 48 hours' written notice for cancellations — otherwise, cancellation fees apply.

Read and understand the service agreement and request clarification if required.

Important: Failure by either party to uphold these responsibilities may result in the immediate cessation of services without a notice period.

Luna Speech Pathology charges apply for:

All therapy appointments, including travel time for home or community-based sessions.

Therapist travel, in line with NDIS pricing guidelines.

Sessions requiring input from multiple therapists.

Therapy-related planning, preparation, and collaboration activities.

Mandatory reporting or multidisciplinary team involvement (e.g. NDIS, schools).

Payment is due on the day of service unless prior arrangements have been made.

Clients must pay the full service fee up front and claim any applicable rebates (e.g. NDIS, Medicare) themselves.

Services may be suspended if payments are outstanding.

Clients are responsible for any administration or debt recovery costs associated with overdue accounts.

Clients must provide credit/debit card details for processing any outstanding invoices.

Clients commit to a quarterly block of sessions during ongoing service periods.

Cancellation fees apply for:

24–48 hours’ notice: Partial fee (unless rescheduled within 7 days).

Less than 24 hours’ notice: Full fee applies (during school term bookings).

If Luna Speech cancels due to therapist illness or emergencies, sessions will be rescheduled or repurposed in consultation with the client.

All cancellations must be provided in writing (text or email).

Luna Speech welcomes feedback and is committed to continuous improvement.

If you have a concern or complaint, don't hesitate to get in touch with us directly:

📬 hello@lunaspeech.com.au
📞 0412 325 934

If a satisfactory resolution is not reached, you may escalate the issue by contacting:
Speech Pathology Australia
https://www.speechpathologyaustralia.org.au