Terms & Conditions

• NDIS dietetic support (Capacity Building, Improved Daily Living)
• Department of Veterans’ Affairs (DVA) nutrition services
• Australian Defence Force members, through Bupa ADF Health Services
• National Injury Insurance Scheme Queensland (NIISQ) participants
• Medicare consultations under a GP Chronic Condition Management Plan (or an earlier GP Management Plan or Team Care Arrangement)
• My Aged Care, including Support at Home and Home Care Package funding, as a third-party provider
• Private consultations, with or without private health extras cover
• Clinic appointments at Logan, Ipswich and Redlands, home visits, and telehealth (phone and video)

All services are provided by Accredited Practising Dietitians registered with Dietitians Australia, in accordance with the Dietitians Australia Code of Professional Conduct. Current fees are listed on our fees page.

Although we are an unregistered NDIS provider, we comply with the NDIS Code of Conduct, which applies to all providers and workers delivering NDIS supports. We are committed to:

• Respecting each participant’s right to self-determination, freedom of expression and decision-making
• Respecting the privacy and dignity of NDIS participants at all times
• Providing supports in a safe and competent manner, with care and skill
• Acting with integrity, honesty and transparency
• Raising and acting on concerns about quality and safety of supports promptly
• Taking all reasonable steps to prevent and respond to violence, exploitation, neglect and abuse
• Taking all reasonable steps to prevent sexual misconduct

Concerns about these obligations may be directed to the NDIS Quality and Safeguards Commission (see Section 16).

Booking

Appointments can be booked online, by phone, by email or through the enquiry form on our website. Records are managed through Nookal, our secure practice management software. A confirmed booking constitutes an agreement to attend at the scheduled time and pay applicable fees. We may allocate you to the dietitian in our team best placed to assist, and will tell you who you are booked with before your appointment.

Cancellations & No-Shows

We request a minimum of 24 hours’ notice to cancel or reschedule. We consider all circumstances reasonably.

• Cancellations with less than 24 hours’ notice may incur a cancellation fee
• Non-attendance without notice (no-show) may incur the full consultation fee
• Repeat cancellations or no-shows may result in a prepayment requirement
• We may waive cancellation charges where it is reasonable to do so

Late Arrivals

If you arrive late, we will provide as much of your allocated time as possible. The full fee may still apply.

Overdue Accounts

Accounts unpaid within 30 days of invoice may incur a late payment fee and may be referred to a debt collection agency. All recovery costs are the client’s responsibility. Where accounts are referred for debt recovery, only limited information (name, contact details, invoice details and service dates) will be disclosed, clinical details are not shared with debt recovery services.

For Medicare consultations, a valid referral under a GP Chronic Condition Management Plan (or an earlier GP Management Plan or Team Care Arrangement) must be provided before or at your first appointment. A valid DVA referral is required for DVA services, and a valid referral through Bupa ADF Health Services is required for ADF members. NIISQ participants need an approved funding request in place. Consultations may not proceed, or funded billing may not be possible, without the appropriate documentation.

For DVA-funded services, we retain referrals with patient records and maintain appropriate clinical documentation for the required retention period. We will comply with reasonable DVA requests for audit or information, including making referrals and clinical records available as required. In our marketing, we do not imply endorsement by DVA, use DVA branding, or make representations that could mislead veterans about their DVA entitlements.

The same applies to services delivered to Australian Defence Force members through Bupa ADF Health Services. We retain referrals and clinical documentation for the required period, comply with reasonable requests for audit or information, and do not imply endorsement by the ADF or Bupa in our marketing.

Our services are provided in accordance with professional standards set by Dietitians Australia and relevant legislation. We do not diagnose medical conditions. Dietetic advice is intended to complement, not replace, the advice of your medical practitioner. Each dietitian in our team works within their own areas of clinical competence, and we may transfer your care to another dietitian in the team, or refer you to another health professional, where this is in your best interest.

• Provide accurate and complete health and dietary information
• Disclose all relevant medical history, medications and supplements
• Inform us of any changes to your health status between appointments
• Attend appointments on time or provide adequate notice of cancellation
• Treat our staff with courtesy and respect

We reserve the right to discontinue services where a client behaves in an unsafe, threatening or disrespectful manner.

By participating in a telehealth consultation, you acknowledge:

• Telehealth has limitations compared to face-to-face consultations
• You are responsible for ensuring a private and appropriate environment
• Technical difficulties may occasionally affect consultation quality
• Some assessments (e.g., anthropometric measurements) may not be possible via telehealth
• Telehealth services under Medicare, DVA and NDIS are subject to current program eligibility criteria
• We do not record sessions unless all participants provide explicit consent
• You should not record sessions without advising us first
• Your personal and health information is subject to our Privacy Policy

We may contact you by phone, SMS or email for appointment administration (reminders, rescheduling, invoices). If you have safety or privacy concerns about messages being sent to your contact details, please let us know and we will discuss alternatives. Where we send commercial electronic messages, we will include an unsubscribe option and comply with the Spam Act 2003 (Cth).

Home visits are available within our service area (Logan, Redlands, Ipswich, Springfield and surrounding suburbs). Additional travel fees may apply depending on location and will be disclosed before booking. Clients are responsible for ensuring a safe and accessible environment for the visit, including reasonable parking and clear access to the property. A visit may be ended early where the environment is unsafe.

By using our services, you consent to your information being handled by these platforms in accordance with their respective privacy policies and our Privacy Policy. Card payment data processed through Tyro is not stored by us.

When we cannot answer the phone, calls may be handled by an automated reception service that takes your name, contact details and the reason for your call, and passes the message to us. It does not give clinical advice. If you would prefer not to leave a message this way, email us or use the enquiry form on our website instead. Clinical notes are written by your dietitian.

Content on our website is for general information only and does not constitute individual health or dietetic advice. Do not use our website for urgent medical issues, in an emergency, call 000. External links are provided for convenience; we are not responsible for third-party content or privacy practices. Intellectual property on our website may not be reproduced without permission.

To the extent permitted by Australian law, Thompson Community Dietitians is not liable for any indirect, incidental or consequential loss arising from the use of our services. Our liability for any claim is limited to the fees paid for the specific service giving rise to the claim.

The collection, use and storage of your personal and health information is governed by our Privacy Policy, which forms part of these Terms and Conditions and covers our use of Nookal, Xero, Tyro, our telehealth platform and communication tools.

If you have a complaint, please contact us directly first. We will acknowledge promptly and aim to resolve within 30 days. If unresolved, you may contact:

• Office of the Health Ombudsman (QLD)Health service complaints, oho.qld.gov.au · 133 646
• NDIS CommissionNDIS complaints, ndiscommission.gov.au · 1800 035 544
• OAICPrivacy complaints, oaic.gov.au · 1300 363 992
• Dietitians AustraliaProfessional standards, dietitiansaustralia.org.au

Note: Dietitians in Australia are not currently regulated by AHPRA. The Queensland Health Ombudsman is the relevant external pathway for health service complaints about this practice.

We may update these Terms at any time. Changes take effect from the date of publication on our website. Continued use of our services constitutes acceptance of the updated terms.

These Terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Queensland.