FAQs

Yes, we currently have limited availability for new clients across some services. If the available times don’t suit you, we can add you to our waitlist and contact you when a suitable time becomes available.

We do our best to match your preferred days and times, but this isn’t always possible. If we offer multiple appointment times and they don’t work for you, we may not be the best fit for your needs. In this case, we’ll talk to you about other options before making any changes to your waitlist status.

When you join our waitlist, you are carefully triaged to ensure you receive the support that best meets your individual needs. This means we can’t provide an exact place in the queue, as availability depends on factors like clinician availability, service type, and priority of care.

While you wait, we offer alternative support options, including:

• Group Programs
• Webinars, Events, and Resources 
• Inclusion Support Workers

We understand that waiting can be frustrating, and we appreciate your patience while we work to connect you with the right therapist.

Our Bookings Team will call, SMS and/or email you when a spot opens up for the services you requested. If we can’t reach you, we’ll send a follow-up message.

We do our best to match your preferred days and times, but this isn’t always possible. If we offer multiple appointment times and they don’t work for you, we may not be the best fit for your needs. In this case, we’ll talk to you about other options before making any changes to your waitlist status.

We also check in with everyone on our waitlists every three months via SMS to see if you’d like to stay on the list. You’re always welcome to call us anytime if your availability or preferences change.

Session length depends on the type of service, your goals, and support needs.

• Most in-hub therapy sessions are 70 minutes, which includes 50 minutes of face-to-face support and 20 minutes for session planning, notes, and follow-up.
• Longer sessions (up to 120 minutes) may be recommended for some clients, depending on clinical needs. Your therapist will discuss this with you if appropriate.
• Offsite sessions or those requiring extra support (e.g. consulting with teachers, analysing assessment results) may be longer. Any additional charges will always be discussed with you beforehand.

If you’re unsure about your session length, feel free to check with your therapist or our Customer Service team.

We want to make sure everything is ready for your first session. Here’s what to expect:

1. Appointment confirmation

Once your appointment is booked, our Bookings Team will send you a confirmation email with the appointment date, time, and location, a Client Welcome Kit, and links to any required forms.

2. Complete required forms

Before your first appointment, you’ll need to complete:

• Service Agreement
• Home Risk Assessment Form (for home visits)
• Case History Form/s

If you are a NDIS participant, we’ll also need your NDIS number and plan start and end dates.

3. Submit your forms on time

If you have trouble with filling out the forms, including using the links or needing a paper copy, contact our Customer Service team.

Important: We cannot proceed with your sessions unless we receive your Service Agreement and Home Risk Assessment Form (if applicable).

4. Contact us if you have questions

If you have any questions about your appointment or the forms, please reach out - we’re happy to help!

A Service Agreement is a document that explains the terms and conditions of how we provide allied health and support services at Peninsula Plus. It helps clients, families, and our team understand their roles, responsibilities, and what to expect.

We use Service Agreements to ensure you understand your rights, our policies, service costs, and how to provide feedback or make a complaint. It also includes important details about your care, including consent and permissions.

As a registered NDIS provider, we are required to have a Service Agreement in place to work with NDIS clients.

If you have any questions about your Service Agreement, our Customer Service team is happy to help.

Your first appointment is all about getting to know you and understanding your needs. The process may vary depending on the type of allied health professional you are seeing and whether you are attending for an assessment, therapy, or both.

Your first session is typically about building a foundation. This includes understanding your unique situation, setting goals, and creating a personalised support plan.

Here’s what the process usually involves (it may take multiple sessions if needed):

• Case History: Your therapist will ask about your/your child’s medical and developmental history, concerns, and past or current supports.
• Building Rapport: We know that trust and comfort are important. Your therapist will work to build a positive connection with you and/or your child.
• Assessment: If needed, your therapist will begin assessments to identify areas that require support. Some assessments may start in the first session but could take multiple appointments to complete.
• Support Planning: Together, you’ll set meaningful, realistic goals that fit into everyday life. Your therapist will then create a personalised support plan tailored to your/your child’s needs.
• Therapy and Capacity Building: You may receive strategies, activities, and resources to help continue progress at home.
• Coaching: Our therapists also act as coaches, guiding and empowering you and your family to make improvements outside of therapy sessions. Coaching helps build knowledge and confidence to support long-term success.
• Follow-ups: Your therapist may schedule follow-up appointments to track progress and adjust your plan as needed.

It’s normal to feel unsure before your first session, but we’re here to support and guide you. Our team is experienced, caring, and committed to helping you navigate challenges.

Please feel free to ask any questions or share any concerns during your appointment.

If you're running late to an appointment, we kindly ask that you contact our Customer Service team with an estimated arrival time.

If you do not arrive for a session (“No Show”), we will attempt to call you after 10 minutes. If you still do not arrive or we do not hear from you, the session will be cancelled, and you be charged the full appointment fee.

If you are more than 20 minutes late, we will do our best to offer an adapted session with the time remaining. However, this may not always be possible depending on your session goals, how much time is lost, and whether another client is booked straight after. You will still need to pay the full appointment fee.

The health and safety of our clients and team are our top priority.

• If you or your child are sick, please do not come to the hub. Call us as soon as possible to discuss alternative therapy options, such as telepractice or home resource packs.
• Telepractice sessions must be arranged at least 2 business days in advance where possible.
• If you arrive unwell, our team may ask you to take precautions, such as wearing a mask, waiting in your car, or rescheduling. If needed, your child's session may be stopped and replaced with a resource pack.

We accept the following:

• NDIS - Self-Managed, Plan-Managed, and Agency-Managed participants
• Medicare: Chronic Disease Management Plan, Medicare Mental Health Care Plan, and Funding for Complex Neurodevelopmental Disorders and Eligible Disabilities
• Department of Veterans’ Affairs (DVA)
• Transport Accident Commission (TAC)
• WorkSafe Victoria
• Private Health Insurance
• Private Payment

For more details on these funding types and how they work.

No. You don’t need a referral to access any service at Peninsula Plus.

However, if you want to use a Medicare Chronic Disease Management (CDM) Plan or Mental Health Care (MHCP) Plan, you will need to visit your GP first.

Medicare Rebates:

You may be eligible for a partial Medicare rebate if your GP provides you with one of the following plans:

• Chronic Disease Management Plan (CDM) – Covers up to five allied health sessions per year, including occupational therapy, speech pathology, and psychology.
• Mental Health Care Plan (MHCP) – Covers up to 10 psychology sessions per year.

These plans provide a partial rebate, meaning you’ll need to pay a gap fee for each session.

Medicare rebates are not available for services provided by provisional psychologists, counsellors, or student clinicians.

To check if you’re eligible for a Medicare CDM or MHCP, we recommend speaking with your GP.

Private Health Insurance Rebates:

Many private health insurance plans cover occupational therapy, speech pathology, psychology, and counselling under “Extras” policies. Peninsula Plus is a registered provider for most major private health funds.

Since coverage varies, we recommend contacting your private health fund directly to confirm what rebates are available for your specific service. (Please note: many private health funds do not cover psychotherapy.)

Our fees are based on the hourly rate of the therapist, allied health assistant, or support worker. Rates may vary depending on the type of allied health professional or therapy (e.g. speech pathology vs. psychology).

Some supports take place outside of direct sessions but are still part of your care – we call these “non face-to-face supports”. These may include:

• Phone calls related to your care
• Reviewing assessments or documents
• Liaising with other professionals via email or phone
• Creating therapy resources
• Providing reports or letters

Non face-to-face support over 10 minutes will incur a charge, based on the time spent by your therapist. These supports will always be discussed with you first, and you can adjust your preferences at any time.

Our group programs have their own pricing structure, which varies based on the number and length of group sessions, as well as any additional resources provided.  Please contact us for details on specific program fees.

Yes. Travel costs include:

• Travel time – billed at the clinician, allied health assistant, or support worker’s hourly rate.
• Kilometres – billed at $1.00 per km.

As per current NDIS Pricing Arrangements:

• In metro areas, travel time is capped at 30 minutes each way.
• Travel is charged from the previous client’s location if the provider is seeing multiple clients offsite. Otherwise, it is calculated from the nearest hub.
• If your appointment is the only offsite visit in the provider’s workday, both the to and from travel time may be charged.

Travel fees will be listed as separate items on your invoice for transparency. If you have any questions, feel free to contact us.

We offer several convenient payment methods:

• Online payment via QR code or unique payment link on your invoice (Visa, Mastercard, Apple Pay, or Google Pay)
• Automatic credit/debit card payments through the Tyro Health MOTO system
• Bank transfer
• Eftpos available at our hubs or over the phone

Payment is required on the day of service for all clients.

For Plan Managed clients or those with a financial agreement with Peninsula Plus, payment is due within three business days as per your agreement.

If you're experiencing financial difficulties, please contact our Accounts team as soon as possible. We may be able to discuss alternative payment options to help avoid disruptions to your services.

Please note:

• If two or more invoices remain unpaid, future appointments will be placed on hold.
• A $25 late fee will apply if payment has not been received within two days of your invoice being issued. This fee covers administration and processing costs.
• Accounts that remain overdue may be referred to a debt collection agency, and the client/payer will be responsible for any additional fees incurred.

If you have any questions, we’re here to help - reach out to our Accounts team for support.

Yes, we are a registered NDIS provider.

This means we can support clients who have NDIS funding, including those who are agency-managed, plan-managed, and self-managed. We follow the NDIS Practice Standards, ensuring our services are safe, high quality, and person-centred.

If you’re unsure how your NDIS plan works or whether we’re the right fit for you, please call our Customer Service team.

Before applying, it’s a good idea to check if you're eligible. You can do this on the NDIS Am I Eligible? page.

If you meet the criteria, you can apply by:

• Calling the NDIS on 1800 800 110
• Visiting the How to Apply page
• Completing the Access Request Form (ARF)

Your GP or health professional can support you by helping gather the evidence you need to show how your disability impacts your everyday life.

For more information, visit the NDIS website.

We ask that you share with us your NDIS number, plan start and end dates, and a copy of your goals.  This is to ensure that our services are in line with your funded goals.  At the end of a plan, we are asked to provide feedback to the NDIA of your therapy outcomes.

You may choose not to share your NDIS goals – that’s OK. Without knowledge of your goals, our therapy and end of plan report may not focus directly on your goals. This may impact on future funding.