Frequently Asked Questions

What is Autism?

Autism is a complex neurobiological disorder also referred to as Autism Spectrum Disorder (ASD). People with ASD experience difficulty with social and communication skills. They may also have problems with learning, paying attention and making eye contact. They tend to display ritualistic or repetitive behaviour and often struggle with sensory stimulation, such as noise, strong wind and crowds. ASD lasts throughout a person’s lifetime and to date its cause is relatively unknown. Currently, 1 in 160 individuals are diagnosed with autism in Australia and it is more prominent in males.

What is Global Developmental Delay?

Global Developmental Delay is a general term used to describe a child who is slower to reach milestones than other children. Delay may occur in the child’s motor skills, communication, cognitive, learning or social skills. Often the term is only used until the cause of the delay is identified. A delay can be transient (temporary) or persistent (permanent).

What is an Intellectual Disability?

An Intellectual disability is when a child has reduced capacity to think and learn new skills. A child is considered to have an intellectual disability when their scores on a cognitive assessment are 70 or below. Intellectual disability can occur when a child has abnormal chromosomes, born prematurely, severely malnourished, a brain injury or structural problems with the brain. It can be caused by infection or drug and alcohol abuse by a child’s mother during pregnancy. However, for many children, especially those with mild intellectual disability, no cause is found. The degree of intellectual disability varies greatly from child to child. In general, the milder the disability, the later it is detected.

What are Emotional and Behavioural Disorders?

An Emotional and Behavioural Disorder (EBD) in children is typically characterised by one or more of the following:

  1. Inability to build or maintain interpersonal relationships with carers and peers.
  2. Inability or difficulty to learn which cannot be explained by intellectual, sensory or health factors.
  3. Consistent or chronic inappropriate type of behaviour or feelings under normal circumstances.
  4. Displayed pervasive mood of unhappiness or depression.
  5. Displayed tendency to develop physical symptoms, pains or unreasonable fears associated with personal or school problems. The child’s difficulty is often emotionally based and cannot be adequately explained by intellectual, cultural, sensory or general health factors, which may cause inappropriate or aggressive behaviour.

What are Speech and Language Disorders?

A speech disorder is different from a language delay:

  • Children with speech disorders may have good language skills, meaning they use and understand words well. But they may have difficulty pronouncing the sounds in words, making their speech difficult to understand.
  • Children with language delays often only have few words in their vocabulary for a child their age or they might not seem to understand what you say.

What is Dyspraxia?

Speech dyspraxia is a developmental disability characterised by difficulty in muscle control, specifically of the muscles involved in producing speech. It is caused by a neurological difference that has not yet been identified.

What can I expect at the first session?

The first session may involve parents meeting with the clinician on their own. Parents will go through their child’s completed registration form and discuss any concerns. It may also include the completion of a NDIS support plan should this be needed.

Does my child need to attend each session?

Generally, yes, your child will need to attend each therapy session. However, in some circumstances your clinician will meet with you or other family members independently.

Do parents attend ASD assessments?

As a guide parents are present during an assessment if their child is under 3 years of age.

Where do I get a referral?

Please speak with your General Practitioner or Paediatrician who will provide you with an appropriate referral to the practice. An ASD assessment will require a referral from a Pediatrician.

Do you have waiting lists; how do they work?

Yes, we have waiting lists for some of our clinicians and for our programs which are generally heavily subscribed. Waiting times vary but can be up to 12 months.

Who has access to my child’s information?

Your clinician will have access to your child’s information.

A client’s personal information is gathered and used for the purpose of providing therapy services, which includes assessing, diagnosing, and treating a client’s presenting issue. The personal information is retained to document what happens during sessions and enables the clinician to provide a relevant and informed service.

Client files may be held in a secure filing cabinet and on an electronic document management system, which is accessible only to authorised clinicians and staff of the practice.

Clients about whom we hold personal, or health information can gain access to this information in accordance with applicable legislation. You can access or correct your information and withdraw or amend your prior consent at any time. For further information on this process please contact the Director or Practice Manager.

Your privacy is important. Allied Health services are obligated by law, service agreements and licensing requirements to comply with the Privacy Act 1988 and Health Records Act 2001 when collecting personal and health information about individuals. Health information is kept for a minimum of 7 years from the date of last entry in the client record for adults; or for children until they reach the age of 25.

Your child’s personal information will remain confidential except when:

  • it is subpoenaed by a court, or disclosure is otherwise required or authorised by law; or
  • the client’s prior approval has been obtained to:
  • provide a written report to another agency or professional, e.g., a GP or a lawyer; or
  • discuss the material with another person, e.g. a parent, employer, health provider, or third-party funder; or
  • disclose the information in another way; or
  • disclose to another professional or agency (e.g. your GP) and disclosure of your personal information to that third party is for a purpose which is directly related to the primary purpose for which your personal information was collected.

A client’s personal information is not disclosed to overseas recipients unless the client consents or such disclosure is otherwise required by law. Your personal information will not be used, sold, or disclosed for any other purpose.

The practice’s privacy policy is available in easy-to-read format if required. Please speak with the Practice Manager to gain a copy.

What are the office locations, hours and is parking available?

On Track Therapy Group operates from two locations:
342 Bourke Road Glen Iris is our business office. Most one on one sessions and assessments occur here. Limited parking is available on site however additional parking is available on Burke Road between 9.30am and 4pm. Parking is also available at South Camberwell Tennis Club which is located a few hundred meters from the practice.

Reception is attended from 9.30am-4pm Monday to Friday.

1515 High Street Glen Iris is where our group sessions take place. Parking is available at Glen Iris Station which is located just around the corner.

How do I book and cancel sessions?

Your clinician will discuss with you the frequency and duration of each session. Generally, your child’s sessions will be booked directly with your clinician in advance. If you need to change or cancel your session, please contact your clinician directly.

Should you have any issues contacting your clinician the practice is available to assist with booking, changing, or cancelling your child’s sessions. Please contact the practice on 03 9833 1120 or info@intracktherapygroup.com.au

We understand that from time-to-time appointments need to be cancelled or rescheduled. As it can sometimes be too late to fill the appointment, we have a strict 24-hour policy. For any appointments cancelled with less than 24 hours’ notice the full fee will be payable. These fees are not claimable through Medicare.

What is your billing and accounts policy?

All clinic sessions are to be paid for on the day of the appointment. Therapy visits are to be paid within 24 hours of receiving an invoice. Any late payments will incur an initial $25 late fee, which will increase in increments. Should fees not be paid within the time specified, and thus require recovery action, all costs and outgoings will be payable by you.

What are your fees?

Please refer to our Fee Schedule which can be found on our website for the most up to date fee information.

Do you process private health claims?

Unfortunately, we do not process private health insurance claims. You will need to speak with your Private Health Insurance provider directly.

Do you process Medicare claims?

Please discuss your specific circumstances with our Practice Manager as we are able to process your Medicare claim. Please ensure we have your current details and relevant paediatricians/doctors’ referrals.

How do I manage NDIS?

On Track Therapy Group is NDIS Accredited. We work with clients who are Plan Managed, Self-Managed and NDIA managed.

If you have NDIS funding, please advise your clinician and our Practice Manager and we will work with you to manage and navigate your child’s specific NDIS requirements and funding.

If I’m not happy with your service or the clinician, what can I do?

If you wish to make a complaint about either a clinician or a service that has been provided, please contact our Practice Manager or Director. You will be asked to outline the nature of your complaint and indicate how you would like to resolve the issue. The practice has a formal complaints and grievance policy and procedure which we will follow.

Does my child have independence and informed choice?

Decision making for most people in need of decision support continues to rely on informal arrangements where decisions are made by others, often in the person’s ‘best interests’ and may not consider or include the person’s will and preferences or opportunities to try new experiences.

In conjunction with you, On Track Therapy Group advocates for your child to ensure active decision making and individual choice is available. Generally, a family member, carer or other significant person can assist your child in deciding if there is no conflict of interest and where a decision does not jeopardise the wellbeing of your child. Decisions should be based on your child’s wishes and preferences.

Through ongoing conversations and therapy sessions your child’s decision making and autonomy is supported.

Does my child have independence and Do you provide NDIS services agreements and support plans in easy-to-read formats and other languages?choice?

Should you require an NDIS service agreement or support plan in easy-to-read format or in a language other than English, please speak with the Practice Manager who will be happy to facilitate this for you.

Are there circumstances where On Track Therapy Group will withdraw our services?

There are a few circumstances under which On Track Therapy Group will withdraw our services to your family. They include but are not limited to:

  • Ongoing lack of payment for services.
  • Frequent “no show” to booked sessions.
  • The display of violent or aggressive behaviour towards our staff, clinicians, or children within our care.

How does the practice manage incidents?

As a registered NDIS provider On Track Therapy Group is required to:

  • Take all reasonable steps to prevent all forms of harm to clients.
  • Record, respond to, and manage incidents in accordance with our incident management system and procedures.
  • Implement an incident management system.
  • Notify the NDIS Quality and Safeguards Commission of ‘reportable incidents’ within specific timeframes.

On track Therapy Group has implemented and maintains a system to record and manage certain incidents that happen in connection with providing supports or services to clients.