Billing & Cancellations Policy

Summary

Belconnen Psychological Assessments (BPA) is committed to providing clear and transparent information about our fees, payments, funding arrangements, cancellations and other costs associated with services. This policy explains how fees are managed, when payment is required, how cancellation fees may apply, and the responsibilities of clients and other responsible parties. Clients are encouraged to read this policy together with the Assessment Terms of Service, Privacy Policy, and Children, Young People and Families Policy, and any other documents provided during intake.

1. Purpose

This policy explains the financial arrangements associated with services provided by BPA, including payment requirements, cancellation arrangements, funding considerations and other professional fees that may apply.

BPA aims to ensure that financial arrangements are discussed openly and transparently before services commence.

2. Fees

Information is available on our fees page, and outlined in the Financial Consent documentation provided during intake.

Before services commence, BPA will provide clients and/or responsible parties with information regarding the fees applicable to the proposed service. The Financial Consent process forms part of BPA’s informed consent procedures and provides an opportunity for clients to understand and agree to the anticipated costs of services before they proceed.

Fees may vary depending on:

• the type of service provided;
• the complexity of the assessment;
• the time required;
• report preparation requirements;
• psychometric assessments used; and
• other professional services requested.

Fees may be reviewed periodically and clients will be advised of any significant changes before they take effect.

Fees may apply for:

• assessment appointments;
• consultation appointments;
• telephone consultations;
• report preparation;
• file and record review including for information requests;
• case conferences;
• telephone and telehealth consultations;
• letters and supporting documentation;
• professional liaison;
• court attendance;
• travel time;
• psychometric assessment materials; and
• other professional services requested by the client or agreed as part of the referral.

3. Payment

Payment is required on the day of service unless otherwise agreed in writing.

The person who enters into the service arrangement, accepts financial responsibility, or agrees to payment arrangements remains responsible for payment, regardless of whether they are the primary client. Where services are provided to a child or young person, the child remains the primary client of the practice, consistent with the Children, Young People & Families Policy.

3.1. Invoice responsibility

Invoices are issued to the person who enters into the service arrangement, accepts financial responsibility, or otherwise agrees to payment arrangements.

BPA does not split invoices between multiple parties, including parents, guardians, caregivers, organisations or funding sources. Where multiple parties wish to contribute to the cost of services, responsibility for payment arrangements between those parties remains their responsibility.

In circumstances involving children, young people, separated families or other complex arrangements, BPA requires one person or entity to be nominated as the responsible party for billing and payment purposes. This administrative arrangement does not determine who the primary client is and does not affect BPA’s professional obligations, which remain directed to the client. Further information is available in the BPA Children, Young People & Families Policy.

3.2. Payment Options

BPA offers a range of payment options to make payment as straightforward as possible.

Payment may be made by:

• direct deposit (with proof of payment provided at the end of the appointment);
• debit card;
• credit card;
• cash (exact change only); or
• electronic payment processing through authorised payment systems, including services such as Halaxy, Tyro, or similar payment platforms utilised by BPA.

For in-person appointments, contactless debit or credit card payment is generally the preferred payment method.

BPA does not generally carry cash for security reasons. Clients choosing to pay with cash are therefore asked to provide the exact amount owing.

4. Card authority and payment details

As part of the Financial Consent process, clients are required to provide current credit or debit card details before services commence.

Card details are securely managed through authorised payment systems and may be used to process amounts authorised through the Financial Consent process, including consultation fees, cancellation fees, non-attendance fees and other agreed charges.

Where circumstances change during the course of service delivery, additional fees or charges may be discussed with the client and authorised through verbal consent, written consent, email correspondence, secure electronic communication, or updated Financial Consent documentation, as appropriate.

If a valid payment method is not provided, BPA may be unable to commence or continue services.

5. Screening, intake and complex referrals

BPA undertakes a screening and intake process before accepting referrals.

In many cases, screening, administrative agreements and preliminary consent-related activities can be completed through written forms and brief administrative communication.

Where referrals involve complex circumstances, significant risk issues, extensive record review, multiple decision-makers, guardianship concerns, parenting disputes, unusual funding arrangements, or other complexities, additional consultation may be required before services commence.

Where intake, screening, clarification, consent discussions, record review or associated preparatory activities require more than 15 minutes of psychologist time, BPA may require one or more telephone or telehealth consultations to be booked.

Standard professional fees will apply based on the time involved.

Clients should be aware that these consultations may not attract Medicare rebates or private health rebates where the requirements for such rebates are not met.

6. Assessment materials

Some psychological assessments require the purchase, administration, scoring or licensing of specialised assessment materials from third-party publishers.

Where these costs are relevant to an assessment, BPA may charge an assessment materials fee to assist with the cost of purchasing, maintaining and administering these materials.

This fee is not charged for every assessment and will only apply where relevant to the service being provided.

Where applicable, the assessment materials fee will be outlined in the Financial Consent documentation provided before the assessment proceeds.

As a guide, this fee will commonly be in the vicinity of $40 per assessment, although the actual amount may vary depending on the assessments administered.

7. Children, young people and families

Where services are provided to a child or young person, the child or young person remains the primary client of the practice.

The person who enters into the service arrangement, accepts financial responsibility, or agrees to payment arrangements is responsible for payment regardless of whether they are the primary client.

Further information is available in the BPA Children, Young People & Families Policy.

8. Medicare, private health and NDIS funding

Clients are responsible for ensuring that they satisfy eligibility requirements for Medicare rebates, private health rebates, NDIS funding, or any other funding arrangements.

BPA will make reasonable efforts to:

• provide information regarding funding pathways;
• explain known eligibility requirements;
• assist clients to understand claiming processes; and
• ensure invoices are prepared in a manner consistent with applicable claiming requirements.

Responsibility for confirming eligibility ultimately remains with the client.

8.1. Medicare

Many Medicare-funded psychological services require communication with the referring practitioner and may require reports, correspondence or other clinical information to be provided as part of Medicare requirements and continuity of care.

BPA may submit Medicare claims electronically on behalf of eligible clients to assist with the timely payment of Medicare rebates (see Privacy Policy). To utilise this service, the full fee must first be paid by the client. Where eligible, the Medicare rebate is then paid directly by Medicare to the client using the bank account details held by Services Australia. BPA cannot guarantee processing times, eligibility for rebates, or the timing of rebate payments, as these remain subject to Medicare requirements and Services Australia processes.

Where a client does not consent to such communication, withdraws consent, or otherwise prevents BPA from complying with Medicare requirements, the service may still be provided but may need to be invoiced under a private fee arrangement.

Cancellation fees and non-attendance fees are generally not eligible for Medicare rebates.

8.2. Private Health Insurance

Some private health insurers may provide rebates for eligible psychological services.

Clients are responsible for confirming their level of cover, rebate eligibility, annual limits, waiting periods, and any other requirements imposed by their private health insurer.

BPA will make reasonable efforts to ensure invoices are prepared in a manner consistent with private health claiming requirements; however, BPA cannot guarantee eligibility for, or payment of, private health rebates.

Private health insurers may impose restrictions on the types of services, reports, assessments or practitioners that attract rebates. Any decision regarding rebate eligibility remains the responsibility of the insurer.

8.3. NDIS

At present, BPA accepts NDIS referrals only where funding is self-managed.

Payment is generally required on the day of service unless otherwise agreed in writing.

9. Cancellation, rescheduling and non-attendance

BPA understands that illness, emergencies and unexpected circumstances can arise.

When appointments are cancelled, BPA will make reasonable efforts to offer the appointment to another client or otherwise utilise the reserved clinical time.

Where the appointment can be filled, cancellation fees will generally not apply.

Where the appointment cannot be filled and sufficient notice has not been provided, cancellation fees may apply.

Consistent with Australian Psychological Society guidance, BPA may apply the following cancellation fees where an appointment cannot be filled:

Cancellation fees remain at BPA’s discretion and may be reduced or waived where exceptional circumstances exist

10. Outstanding accounts

BPA may pause appointments, delay reports, decline future bookings, or otherwise limit services where accounts remain unpaid.

Where financial difficulties arise, clients are encouraged to discuss the matter with BPA as early as possible so that reasonable arrangements can be considered.

11. Refunds

BPA will correct any identified overpayments, duplicate payments or billing errors as soon as reasonably practicable.

Fees for services that have already been provided, including consultations, assessment activities, report preparation, record review and other professional services, are generally not refundable.

As outlined in the BPA Assessment Terms of Service, psychological assessments are intended to provide an independent professional opinion based on the information available at the time of assessment.

Assessment outcomes, diagnoses, recommendations, eligibility determinations, funding decisions, educational adjustments, workplace accommodations, legal outcomes or other third party decisions cannot be guaranteed. Dissatisfaction with, disagreement with, or unexpected assessment findings or outcomes will not generally entitle a client to a refund where the professional service has been provided.

Where a service cannot proceed due to circumstances within BPA’s control and payment has already been made, BPA will discuss available options, which may include rescheduling, crediting a future service, or providing a refund where appropriate.

Any Medicare, private health insurance, NDIS or other funding adjustments remain subject to the rules and requirements of the relevant funding body.

12. Questions about fees

Financial transparency is important to the provision of safe, ethical and professional psychological services. BPA encourages clients to raise questions about our fees, payments, funding arrangements or this policy before services commence whenever possible.