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Thank you for considering BT Physiotherapy as your allied health provider. We are dedicated to providing every patient with the highest standard of service and best outcome possible. Ensuring that we provide each and every patient with the very best treatment service, we have developed a set of standards by which this practice adheres to.

Please take the time to review these terms and policies consistent within our Group of practices. Please understand that our policies aim to allow equality of service to all patients and it is never our intention to exclude anybody from being able to access our services.

If the policy needs further explanation, please feel free to discuss this with our clinic management.


Please be assured that we are keeping up to date with all recommendations made from the World Health Organisation, Australia’s Department of Health, Queensland Health Department, and the APA (Australian Physiotherapy Association) . We will continue to review and update our procedures to ensure we are providing you with a clinic in which you feel safe and where you can continue your journey to recovery. It is important to maintain your rehabilitation through this time and BT Physiotherapy is here to support you and your families in uncertain times! 

1.1 What we are doing in all our clinics:

  • All staff at BT Physiotherapy understand COVID-19 Infection Control training

  • Thorough frequent cleaning throughout the entire clinic (treatment rooms, waiting areas, gym, kitchen)

  • No-touch Hand sanitizer provided – it is mandatory to use this as soon as you arrive and encouraged to use when you leave

  • All visitors to our clinic must report at reception and leave their name and contact details

  • Signage around the clinic relating to appropriate hygiene/precautions

  • Disposable coverings, changed and cleaned after each client on treatment surfaces

1.2 What you need to do when coming into our clinics:

  • Use hand sanitizer supplied upon arrival

  • Inform us if you have any flu like symptoms 

  • Bring your own large towel and drink bottle if exercising

  • Apply to physical distancing rules

  • Please use the chairs inside and outside of our clinics for your convenience and to keep you safe.

  • Use hand sanitizer before leaving the clinic


In order to receive the most out of our care and for best outcome we ask that you schedule your appointments in advance and as recommended by your therapist. Missed appointments will set you back in your recovery, so we ask that you keep all your appointments. In the event that you are not going to be able to attend your appointment, we ask that a minimum of 24 hours notice is given. Failure to provide 24 hours notice when changing appointments will result in a full cancellation fee being charged.

Should you FAIL TO ATTEND your appointment the full cost of your treatment session will be charged. We also reserve the right to take a deposit if you wish to book with us again.

If you are unable to attend your scheduled appointment, the practice will, when able, provide you with an alternative appointment time on your scheduled day of service, so as to avoid a cancellation fee being charged. Clients arriving late to an appointment, but within their appointed time slot, may receive a shorter consultation. Please note, cancelation fees are NOT covered by DVA, Medicare, Workcover or any other Third Party Insurer.

Please note, NDIS patients are required to give 7 days notice for cancellation of their pre booked appointments (acc. to NDIS Pricing Arrangements and Price limits 2022-23, 1.07.2022)


Please note we reserve the right to change, add or remove any conditions in the stated policies as we feel necessary and appropriate or as impacted by associated regulatory bodies (i.e. AHPRA), to enable the most efficient and professional administration in our practices.


BT Physiotherapy is a first contact private allied health provider. This means that a referral is not required to use our services as a private fee paying client. If a referral has been provided by the GP or Specialist, please ensure this is provided to BT Physiotherapy to ensure correct administrative processing of our service with third party insurers i.e. Medicare, Veterans Affairs, Compulsory Third Party insurer, Workcover, NDIS etc.


Please understand that our strict billing methods allow equality of service to all clients, and serve to raise the already high standard of care we provide to you. 

  1. We expected that all fees are paid at the time of consultation. We accept cash and payment via eftpos, Mastercard, Visa and American Express.

  2. If you have Private Health insurance cover, please bring your membership card for on the spot Hicaps claiming. Otherwise, we will issue you with a receipt for you to claim with your fund directly. In the event of internet failure or health funds outage, full payment is still required on the day of consultation. Please note, BT Physiotherapy has no control over your level of expected rebate as the rebate depends on your personal cover. We are able to quote your rebate through our terminal by swiping your card but for more information you will have to contact your Private Health Insurer.

  3. Health Insurance rebates (electronic or otherwise) can only be claimed after the service has been received. In the instance of purchasing treatment packages, rebates will only be available after completion of the treatment service.

  4. If you are entitled to a medicare rebate for your treatment, we are able to process this on the spot, and have the funds transferred directly into your account. Medicare rebates take usually 24 to 48hrs . Please note, we are not a bulk billing clinic.

  5. If you are receiving treatment under Workcover, Motor Accident Insurance company, NDIS or any other third party, you hereby acknowledge that you are entirely responsible for the settlement of the account in the event that your claim is denied. 

  6. There is no refund available on the purchase of any personal or healthcare items if you change your mind. However, if the item is defective, we can either refund or exchange the item for you If the problem is not major, we can organise to repair the fault within a reasonable timeframe. Please keep your proof of purchase.

Our intention is not to exclude anyone from being able to access our services. We have never denied anyone the benefits of our care because of their inability to pay our fees. If financial hardship requires individual consideration, please put your request forward to the Practice Director or Clinical Director.


6.1 Can I attend physiotherapy before my compensation claim is approved by Workcover?

Yes, as long as you have lodged a claim with WorkCover Queensland and have been referred to Physiotherapy by your General Practitioner.

A Medical Certificate from your referring medical practitioner is required to cover any treatment or medical intervention from the physiotherapist. Should this Medical Certificate expire prior to completion of your physiotherapy, then you are required to obtain a new Medical Certificate from your medical practitioner before receiving ongoing treatment covered by Workcover.

6.2 Who is liable for payment of my account if my Compensation Claim is rejected?

Should your Compensation Claim be rejected for any reason, then BT Physiotherapy will issue you (the patient) an account for all treatments etc which have been supplied to you, up to and including the date of your last visit.

6.3 When do I need to pay?

Payment of outstanding accounts are required within 14 days of your Workcover Claim being rejected. After the 14 days if the account is not paid, an administration fee will be applied.


If you have been injured as a result of no fault motor vehicle accidents, we are happy to directly invoice the third party insurance company on your behalf. FWe require the following information;

  1. Approved claim with a valid claim number

  2. Valid medical certificate / referral from your medical practitioner / specialist.

Upon receipt of these details we will contact your insurer to seek approval for treatment. Only upon approval of treatment will we be able to send you account directly to your CTP insurer.


We accept DVA referrals for physiotherapy, exercise physiology and dietitian services. DVA  clients are provided with services which are billed to the Department of Veterans Affairs. A D904 referral is required to commence treatment. Services such as massage have to be paid privately.


We accept clients under the GP / EPC Team care plans but we are not a bulk-billing clinic. The full treatment fee for our services is payable. The Medicare benefit is processed after treatment and paid directly into your bank account. 


To ensure a thorough assessment please come to your appointment dressed in comfortable clothing. Please avoid wearing one-piece garments i.e. dresses or jumpsuits as we might require easy access to body parts and will ask you to remove certain articles of clothing to allow for detailed musculoskeletal assessment. You are entitled to bring a chaperone if you wish to do so. For patients under the age of 18, a guardian may also chaperone.

If you attend our clinic for exercise, you will require to attend in sports clothes and well as sports shoes and a large towel.


11.1 Physiotherapy: Every patient booking a physiotherapy session at our clinics will be allocated a particular time slot of max 1/2hr.

This is the maximum time allocated for assessment, advice and treatment according to what the therapist sees as necessary or the patient can tolerate in relation to their injury. We endeavor to always run on time for your appointment as well as for the next patient. 

11.2 Massage Therapy: Our regular bookings are 1hr appointments. Under certain circumstance we allow 1/2hr appointments. Please inquire at reception or call ph 5448 8755.

11.3 Exercise Physiology: Sessions vary between 1/2 hr and 1hr appointments depending on the session type. Certain Third Party providers (i.e. DVA) will only allow payment for 20 min sessions. Please remember to bring a towel and wear sports shoes and clothes.

11.4 Dietitian: Please allow 1hr for your appointment with the dietitian if you are a first time patient. Subsequent sessions are between 30 and 45 min.

11.5 Gait Scan: This appointment will be about 30min. Please bring regular fully-covered shoes (no thongs)


If you are a new patient to our clinic please make sure to arrive approx. 5 min before your booked appointment to fill out a form. Alternatively you can fill out the form and bring it to your first appointment: First patient Form


Remember that healing from an injury and recovery takes time, not everyone heals at the same rate. It also depends on how strictly you adhere to the therapists recommendations for recovery. If at any time during your care, you do not feel that you are responding as well as expected we would ask that you discuss this with your therapist. Your therapist will outline a recommended plan as the best plan to help you recover from your injury. 


BT Physiotherapy is compliant with the The Privacy Act 1988 and does not share client’s personal, financial or medical information with any third parties without the expressed permission of the client. 


You may choose to consent or refuse any form of treatment for any reason including religious or personal reasons. Once you have given consent, you may withdraw that consent at any time.


Please inquire about our treatment fees on ph. 5448 8755

16. Professional Conduct

Under no circumstances will we tolerate abusive behaviour, foul language or harassment of any nature. Should such behaviour occur, you will be asked to leave our clinic.

We are inclusive of all genders and orientation.

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