frequently asked questions

Below we answer some of the more common questions we get at Active One


Questions –





























That is really unfortunate, and we hope everything is ok. (telephone comment only).


Our cancellation policy was created using the National Disability Insurance Scheme price guide. This government funded program, for which you have a plan, allows for provider organisations like us to get paid when our clients miss a session, for whatever reason.


The cancellation fee is charged to your NDIS funded plan as per our service agreement, which you signed.  

Whilst we recognise your circumstances were exceptional, this is in part why the NDIS allow us to apply a cancellation fee. For exceptional circumstances, where short notice (or no notification) is given, and we are unable to replace your booking.


In normal circumstances, where a change in appointment is required, clients give us sufficient notice (more than 2 business days) for us to replace this appointment with another client.


So, our cancellation policy is usually applied when our clients have exceptional circumstances.


In these circumstances, the NDIA recognise that our business costs remain, and staff/contractors still need to be paid. It covers us for these exceptional situations.


The NDIA recognises the challenges of late cancellations or no shows to their Provider Organisations like us, and support businesses like ours to be sustainable. Without this, unpaid cancelations would compromise our ability to continue to be a valued NDIS provider organisation.

Question –


“How do you set your hourly rate?” 


Answer -


Our hourly rate is based off the NDIS price guide.


This number has been benchmarked against industry standards and reflects the qualifications, the experience, the efficiency, the expertise and professionalism of the Active One team as a whole.


The hourly rate also represents the significant additional administrative workload required to be an NDIS service provider.


To qualify as an NDIS service provider, we were required to go through a stringent auditing process. A thorough audit is conducted, ensuring we have all the necessary policies and procedures in place and that they meet the standards set by the NDIA.


We are also required to follow a whole range of NDIA requirements to maintain our status as a service provider. This involves significant additional administrative time, in addition to the time our health professionals spend with our clients.


The hourly rate factors in all the above and represents the significant additional costs involved in provided service funded by the NDIA.




















Frequently Asked Questions


Question –


“What is non-face to face billable time?”


Answer -


Non-face to face time is time our health professionals spend behind the scenes performing various administrative tasks. These tasks are crucial in assisting our clients achieve their goals.


These administrative tasks may include the following:


  • Preparation, note taking and documentation of a face to face session

  • Communication with a client, the clients’ family, the support co-ordinator etc.  and the relevant note taking that goes with that

  • Communication with other health and medical professionals

  • Report writing


Our health professionals time, whether that be face to face or non-face to face time, is assisting our clients achieve their goals. It is therefore billed at the same hourly rate regardless of the type work performed in assisting our clients.


As registered practitioners with AHPRA, we must adhere to a Code of Conduct which includes recording accurate and concise documentation or progress notes.  Non face to face billable time enables us to ensure we are adhering to our professional Code of Conduct.


Question –


“Why do I have to sign a service agreement and a service plan?”


Answer -


When you agree to use your NDIS budget to pay for supports, you are entering into a contract with your provider, in our case, it is an agreement between you and Active One Health Professional Group.

The NDIA recommends having a written service agreement, so participants and providers are clear about what each party has agreed to. For example, what supports will be delivered and how they will be delivered. Our service agreements include both what to expect from us and our expectations of you in the process.

It is covered by Australian Consumer Law.

Once the Service Agreement is in place, we conduct a comprehensive assessment. We discuss the client’s goals and use the information from the assessment to collaborate with the client and/or relevant stake holders to create a Service Plan. We prioritise the interventions and agree to a treatment plan, which includes all the associated costs of the plan.  


Question –


“Why do I have to trial the equipment you are prescribing first?”


Answer -


Our team of OTs do all they can to ensure the equipment they prescribe is right for you. Whilst we do our best to ensure the product is suitable for you, by completing a thorough assessment and completing a range of measurements (where required), at times we find that after the initial trial, further modifications or different equipment may be required.


Without this trial, we could potentially have our clientele accept equipment that is at best not quite right for them, or at worst, is dangerous and could lead to injury.


So, the trial is an essential step in making sure the equipment is right for you.


Furthermore, it is a requirement of the NDIS when writing an application for equipment funding that we demonstrate a trial has taken place.  There are very few reasons the NDIS will accept a trial not taking place, i.e. equipment only available in another state, client lives rurally with no transportation.



Question –


“Why am I paying for the therapist’s travel and kilometres?”


Answer -


Our client’s medical condition and/or lifestyle needs often make a visit to our clinic neither practical nor appropriate. Instead, we are required to take additional time out of our day to travel to a client’s home or community to perform an assessment and/or follow up interventions.


The NDIS price guide recognises the additional costs involved in providing an out of clinic service, including other consulting opportunities lost whilst health professionals travel to and from (or between) clients.


The NDIS price guide also recognises the additional cost of running a vehicle during these visits, which includes things like petrol, road tolls, parking, insurance and vehicle wear and tear. Charging a per kilometre rate for travel to and from client consultations is standard industry practice.




Question –

“Is there a wait list? If so, how long is it?”

“Is it possible that you could prioritise a client with urgent needs?”


Answer –


It depends on the service and our workload at the time. We are finding that our Occupational Therapy service typically has a wait time, and that varies from a week up to a month (or more).


In saying that, we encourage all referrers to contact us to discuss individual cases and their urgency. In circumstances we consider urgent, we can prioritise these clients to ensure they receive the necessary intervention as soon as possible.


All other services we offer, including exercise physiology, podiatry, dietetics, and audiology, do not have wait times. We are able to book these appointments immediately.


Question –

“How do I provide feedback or make a complaint?”

Answer -


We are always open to feedback and encourage our clients and/or any other stake holders, to communicate with us regarding any key issues, whether they be positive or negative.


There are a number of ways to provide us with feedback or make a complaint. You could contact us direct by either telephone or email. Depending on the feedback or complaint, this could be directed to our administration team via a phone call to (03) 8707 0830 or to


If you feel it is necessary, you could go direct to our practice manager (Natalie) by email -


Or, you could also make a complaint to the NDIA direct. This would involve you going to the NDIS website ( and filling out the necessary documentation.












Question -

“Do we provide a service to people under 16?”

Answer –

Yes we do. However, it will depend on exactly what service is required. It is best to call our office to discuss the needs of the child with one of our team.