Client Information

Once you’ve made an appointment with us, you should receive a confirmation email or text message with the details of your appointment, as well as our location. If you don’t receive this, please let us know as we may have made an error when entering your contact details.


Two days before your appointment, you'll receive an advanced notice reminder, and the day before your appointment, you should receive a reminder via text message.


For your first appointment, we kindly ask you to come in a few minutes early as you will be required fill out some forms.


If you enter downstairs via Daws Road Medical Centre, we are located just upstairs and can be accessed either via the stairs, or there is also a lift for your convenience.


Once in the clinic, please head to the reception desk, where one of our friendly staff will greet you and alert your practitioner that you’ve arrived.


Please ensure you bring any necessary paperwork including any referrals or scans/reports.


Following your first appointment, we will contact you in the following days to see how you’re feeling and follow up any questions or queries you may have. If you have any questions or concerns following your appointment, please don’t hesitate to get in touch with us. 


*Ralph*


When you come in, there may be a small dog on the premises called Ralph. He is a friendly dog, but can be a little afraid of new people & loud noises, so he may be kept away in instances where he may become scared. If you have any issues with dogs, please be sure to let us know and we will make sure he is away when you come in for your appointment.

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Medicare

We accept EPC Medicare referrals for both physiotherapy and exercise physiology.


Depending on what your doctor has referred you for, you can claim up to five sessions per year.


We currently do not bulk bill Medicare appointments for physiotherapy.


We do however offer bulk billed sessions for exercise physiology.


Medicare will cover $61.80 of the treatment fee, however full payment of your session will be required on the day of your treatment.


We will submit your claim on your behalf, and the Medicare refund should appear in your bank account within 1 day.


For a full list of treatment fees, click here, head to our online bookings or call us on 0450 877 731.

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Return to Work & CTP

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NDIS

Are you an NDIS participant or support coordinator looking for specialised healthcare services? 


Our multi-disciplinary team provides evidence-based and personalised care to NDIS participants.


Funding Options


Our services can be funded through two NDIS budget areas:


- Capacity Building – Improved daily living


- Capacity Building – Improved Health and Wellbeing


How to access our services through NDIS


1. Start with your NDIS plan meeting, ensuring your requested support aligns with your goals.


2. Contact our friendly staff


3. Make an appointment with our one of our health professionals to conduct an assessment and develop a plan tailored to your specific NDIS goals.


(NOTE: Active Balance Physio cannot accept agency (NDIA) managed participants at this point in time)

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Cancellation Policy

Your bookings – and your wellbeing – really matter to us. Regular attendance is a big part of making & maintaining progress, and we want to help you stay on track with your goals.


We understand that life happens, and unexpected things can cause disruptions to plans. We’ll always do our best to be understanding and accommodating wherever possible, however we do need to have policies in place to ensure fairness for both our clients and practitioners.


We truly prefer NOT to charge cancellation fees—we’d much rather see you at your appointments, supporting your recovery and helping you feel your best! However, as a small business, we must ensure our team is fairly compensated and operational costs are covered. For this reason, this policy will be strictly enforced.


Our Policy:


We kindly ask for as much notice as possible if you need to make changes to your appointment. This allows us to offer the spot to someone else who may need it.


For standard follow up appointment we require 24 hours' notice to make changes to your appointments.


For extended & initial booking types, 48 hours' notice is required.


Failure to provide sufficient notice to change your appointment will unfortunately result in a cancellation fee.


Cancellations within 24 hours of your appointment will attract a cancellation fee of $50.


Late cancellations within 2 hours of your appointment time, or not showing up to your appointment, will require payment of 100% of the appointment fee. Future bookings may not be allowed until this is settled.


Why Late Cancellations Matter...


When cancellations happen at the last minute, it has a real impact on our small business and the people we care for.


Here’s why:


That time is set aside just for you. Your practitioner has prepared for your session, and with little notice, it’s often too late to offer the spot to someone else.

Someone else misses out. Many of our appointments are in high demand – especially for those in pain or needing ongoing care. With more notice, we can offer your spot to someone who needs it.

It places financial strain on the clinic. Missed appointments leave gaps in the day that can’t always be filled, and over time, this impacts the clinic’s ability to run sustainably and support our staff and services.


We absolutely understand that things come up — and we’ll always do our best to be fair and compassionate. But giving us as much notice as possible helps us care for more people, keep things running smoothly, and continue providing quality care to our wonderful community.


Deposits


To help us manage our schedule and respect everyone’s time, a deposit is now required when booking any extended appointment type. This will generally be a $50 charge, which is applied to your appointment fee on the day.


You'll be prompted to pay this  via Stripe when booking online. If booking in person or over the phone, we can take payment on the spot or send you a secure payment link.


This deposit is non-refundable or transferrable if cancelled within 48 hours of your appointment for extended appointments, or 24 hours for standard appointments. If cancelling before this window, your deposit can be transferred to a future appointment, however, cannot be exchanged for cash.

Exceptions may be made for extenuating circumstances at our discretion.


If your deposit has not been paid at least 24 hours before your appointment, we may offer that time to another client.


If the appointment is not attended, or cancelled with less than 2 hours notice, the card used to secure the booking may be charged the full appointment fee (note: card details are securely stored by Stripe and are never manually held by us).


Please don’t rely solely on reminder messages, as these are automated and not always foolproof. It is your responsibility to remember your appointment times.


Thankyou for your understanding & continued support of our clinic, we appreciate it!

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Fees

We believe in being transparent about fees and charges, and will always endeavour to keep our clients updated and aware of any changes to our fees. Fees for all individual services can be found by going to our online booking portal.


Price Guide:


PHYSIOTHERAPY


Standard Initial Consultation (45–60 mins): $140 – $165


Standard Follow-Up Consultation (30–60 mins): $105 – $160


Specialised Physiotherapy Services: $165 – $179

(e.g. running assessments, return-to-sport testing, vestibular/vertigo treatment, concussion assessment)


MASSAGE & MYOTHERAPY


Remedial & Sports Massage (30–120 mins): $70 – $190


Myotherapy & Deep Tissue Massage (30-60mins): $99 – $139


MANUAL LYMPHATIC DRAINAGE


MLD (60–120 mins): $160 – $240

(including post-surgical treatments)


EXERCISE PHYSIOLOGY


Initial Consultation: $129


Follow-Up Sessions (30–60 mins): $85 – $129


Medicare (EPC): Bulk billed


GROUP SESSIONS


Physio Rehab & Exercise Physiology Classes (45mins): $45


Mat Pilates Classes (45mins): $40 casual (packs available)


Core Fit Classes (30mins): $25


RECOVERY SERVICES


Recovery Room:


Casual: $20


Add-on: $10


Membership: $20/week


PACKAGES


Available for:


Pilates Classes


Physio Rehab Classes


Myotherapy Treatments


Lymphatic Drainage treatments


Ask our friendly team for options to suit your needs. Please note: Prices are a guide and may vary depending on the treatment type and clinician. If you’re unsure what to book, our team is happy to help.


Payment for services is due at the completion of your appointment, unless your treatment fees are being covered by a third party (such as RTWSA, CTP, NDIS plan), in which case we will invoice them directly.


Payment methods accepted are cash, Credit Card, EFT & bank transfer.


We have an onsite HICAPS Machine where you are able to claim your private health rebate on the spot.


Please note: While we will do our best to provide notice of fee changes, fees are subject to change without notice.

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FAQs

General

  • Do you provide gift certificates?

    Yes, we do. We can either provide a physical certificate or have one emailed to you or the gift recipient. 


    Gift certificates can be organised through the "SHOP" section on our website, or by contacting us directly either in clinic or via phone/email. 

  • What payment types do you accept?

    We accept HICAPS claims through our onsite claiming terminal and credit card and cash payments.

  • Are you a preferred provider?

    In short, no, we're not. Here's why:


    Although some health funds will actively encourage their clients to attend clinics in their 'preferred' or 'members' choice' network, it does not alway indicate a higher standard of care (sometimes it can even mean the opposite!). 


    In order to become part of a 'preferred provider' network, clinics must agree to reduce their consult fees to the amount set by insurer (often these are 25-30% lower than the industry standard), and they do not adjust for CPI. Selelection criteria for these clinics is not quality based, and many clinics will need to offset the lower fees for shorter appointment times. It’s also important to note that health funds pay a flat fee to physiotherapists, regardless of their experience or additional training.


    We offer longer appointments, and have access to technology and facilities that many clinics do not invest in, which is why we do not believe we could provide such a high standard of care if we were bound by the terms of a "preferred provider" agreement. 


    You will still have the same total amount of claimable benefit on your private health; however, it just means that each session will get a lower rebate from your private health fund. The positive is, though, that your cover will last you longer!


  • How much will my private health cover?

    This is different for everyone, depending on their private health coverage policy. We advise contacting your private healthcare provider and quoting the treatment codes to see how much your individual policy will cover.


    The codes are:


    Physiotherapy Initial Consult: T500

    Physiotherapy Follow-Up Consult: T505

    Physiotherapy Extended Consult: T506

    Athlete Tune Up: T506


    Remedial Massage/Myotherapy Initial Consult: T105

    Remedial Massage/Myotherapy Follow-Up Consult: T205


    Exercise physiology initial consult: 102

    Exercise physiology follow-up consult (standard): 202

    Exercise physiology follow-up consult (extended): 202



  • Do you offer a discount for concession card holders?

    Yes, we offer a $5 discount for clients who hold government-issued health care and concession cards. Present the card at your first appointment, and we'll record the relevant details.


  • What is your cancellation policy?

    Your bookings – and your wellbeing – really matter to us. Regular attendance is a big part of making & maintaining progress, and we want to help you stay on track with your goals.


    We understand that life happens, and unexpected things can cause disruptions to plans. We’ll always do our best to be understanding and accommodating wherever possible, however we do need to have policies in place to ensure fairness for both our clients and practitioners.


    We truly prefer NOT to charge cancellation fees—we’d much rather see you at your appointments, supporting your recovery and helping you feel your best! However, as a small business, we must ensure our team is fairly compensated and operational costs are covered. For this reason, this policy will be strictly enforced.


    Our Policy:


    We kindly ask for as much notice as possible if you need to make changes to your appointment.

    This allows us to offer the spot to someone else who may need it.


    For standard follow up appointment we require 24 hours' notice to make changes to your appointments.


    For extended & initial booking types, 48 hours' notice is required.


    Cancellations within 24 hours of your appointment will attract a cancellation fee of 50% of your consult fee.


    Deposits:


    To help us manage our schedule and respect everyone’s time, a deposit is now required when booking any extended appointment type. For most appointments, this will be a $50 charge.


    You'll be prompted to pay this when booking online. If booking in person or over the phone, we can take payment on the spot or send you a secure payment link.


    This deposit is non-refundable if you cancel or reschedule within 24 hours of your appointment.


    If you provide more than 24 hours’ notice, your deposit can be refunded or transferred to a future booking.


    If your deposit hasn’t been paid at least 24 hours before your appointment, we may offer that time to another client.


    Please don’t rely solely on reminder messages, as these are automated and not always foolproof. It is your responsibility to remember your appointment times.


    Cancellations within 24 hours of your appointment will attract a cancellation fee of 50% of your consult fee.


    Late cancellations within 2 hours of your appointment time, or not showing up to your appointment, will require payment of 100% of the appointment fee. Future bookings may not be allowed until this is settled.


    Thankyou for your understanding & continued support of our clinic, we appreciate it!


  • Do I need to pay a deposit?

    To help us manage our schedule and respect everyone’s time, a deposit is now required when booking any extended appointment type. For most appointments, this will be a $50 charge.


    You'll be prompted to pay this when booking online. If booking in person or over the phone, we can take payment on the spot or send you a secure payment link.


    This deposit is non-refundable if you cancel or reschedule within 24 hours of your appointment.


    If you provide more than 24 hours’ notice, your deposit can be transferred to a future booking.


    If your deposit hasn’t been paid at least 24 hours before your appointment, we may offer that time to another client.


    Thankyou for your understanding & continued support of our clinic, we appreciate it!


Physio

  • What should I wear to my appointment?

    Comfortable, loose-fitting clothing is best. You may asked to remove or adjust some clothing to expose the area being treated; however, your privacy and dignity will always be respected. Please let your treating therapist know if you do not want to remove clothing or feel uncomfortable doing so. 

  • Do I need a doctor's referral to see a physio?

    In most cases, no. If you privately pay for your own treatments, you do not need a referral to commence treatment. 


    However, if you are claiming through a third party for your treatment costs, such as Medicare, WorkCover, Veteran's Affairs or Third Party Insurance, you will need a doctor's referral to commence treatment with us. 


  • Do you accept NDIS clients?

    We accept NDIS clients for plan managed and self managed plans. 

  • How many physiotherapy sessions will I need?

    This varies significantly from person to person, depending on the nature and severity of your problem. Your physiotherapist will devise a treatment plan tailored specifically for you to give you the best possible outcome. They'll advise you on how many sessions they think you'll need. Depending on how well you respond, this could change as your treatment progresses.

  • Do you accept EPC plans?

    Yes, however, we charge a gap as the Medicare rebate is insufficient for us to cover our running costs. 


    Full payment is required on the day of treatment, and we will submit your claim straight to Medicare, who will cover approximately $60.35 (this will be refunded to your bank account). 

  • Do you accept DVA/RTWSA/CTP Claims?

    Yes, we do. Please bring all your paperwork, including your doctor's referral, claim documents and case manager contact details. We can then claim your treatment costs directly from the insurer.

  • What is the difference between exercise physiology and physiotherapy?

    Exercise physiologists and physiotherapists are health professionals who share a common goal: improving their patient's health and well-being. Physiotherapists are experts in diagnosing, treating, and preventing physical injuries and disorders. On the other hand, exercise physiologists specialise in exercise and fitness. Simply put, an exercise physiologist will assess and manage your condition using exercise, whereas a physio can assess, provide a diagnosis and provide treatment using various hands-on skills, education and exercise.  


    Those who may benefit more from seeing physio may be those who:


    - Have a new injury that requires a diagnosis

    - Have an acute injury or have undergone orthopaedic surgery

    - Require hands-on treatment such as soft tissue release, mobilisation or dry needling


    Those who may benefit more from seeing an exercise physiologist include people: 


    - Recovering from an injury and wanting to get back into exercising

    - Suffering from a chronic condition such as diabetes, asthma, heart disease or osteoarthritis.

    - Have goals around weight management

    - Would like to increase general strength and fitness

    - Want to enhance sports performance


    If you are unsure who may be best for you to see, please contact our friendly staff to discuss your specific needs. 


Massage and Myotherapy

  • What should I wear to my appointment?

    Comfortable, loose-fitting clothing is best. You may asked to remove or adjust some clothing to expose the area being treated; however, your privacy and dignity will always be respected. Please let your treating therapist know if you do not want to remove clothing or feel uncomfortable doing so. 

  • Do you accept private health claims?

    Yes, as long as you have cover for remedial massage on your private health policy, you can claim your massage and myotherapy treatments. 

  • Why should I book lymphatic drainage?

    Lymphatic drainage appointments can be incredibly helpful for a range of conditions, including:


    - Lymphoedema

    - Lipoedema

    - Post surgery

    - Fluid Retention

    - Overall wellbeing

    - Immune system wellness


    This is a specialised service, offered only by one of our pracitioners, Pamela.

  • What type of massage should I choose?

    We offer many different types of massage including:

    - Relaxation

    - Sports

    - Remedial

    - Manual Lymphatic Drainage

    - Deep Tissue


    The type of massage best for you will depend on your needs and preferences. For further info on all of of our massage services, feel free to scroll through our website sections, or get in touch with our friendly team who can point you in the right direction. 

  • Which is the firmest type of massage treatment?

    Clients who prefer a deeper treatment can choose the "deep tissue massage" or myotherapy options when booking. 

Recovery Room

  • What should I wear to my appointment?

    If using the sauna, you will want to be wearing minimal clothing. Most people find wearing bathers, shorts, and crop tops most comfortable. 

  • Can I use the sauna before or after a treatment?

    Yes, of course. Many people find this to be very beneficial to their treatment. If you would like to use the sauna before or after your treatment, just let us know when you book, and we will make sure the times match up for you. 

  • How should I set up the sauna?

    We ask that you use a towel to sit on and another to wipe down sweat.

  • How often is the sauna cleaned?

    We wipe down the sauna between every booking with hot, soapy water and perform a deep clean daily to keep the sauna clean and hygienic for people to use.

  • Do I need to share the space with anyone?

    When booking the recovery room, the space is completely yours, no one else has access to either the sauna or recovery boots during your booking time. Of course if you'd like to bring a friend to share with you, you're very welcome. 

Exercise Physiology

  • What conditions can an exercise physiologist help with?

    Exercise physiologists can assist with a wide range of conditions, including cardiovascular diseases, diabetes, osteoporosis, mental health issues, arthritis, chronic pain, and more.

  • Do I need a referral to see an exercise physiologist?

    No, you don’t need a referral for a private consult. Your exercise physiologist may ask for your doctor’s details to provide treatment correspondence. 


    However, if you are claiming services through Medicare, Department of Veteran’s Affairs, Work Cover or Motor vehicle insurance claim, you will need the relevant referral. 


  • Can I use my private health?

    Depending on your provider and level of extras cover, you may be eligible for a private health rebate. Please contact your private health care provider for more information.

  • Can I attend classes straight away?

    To ensure our programs are individualised, it is a requirement for all clients to have an initial assessment with an exercise physiologist prior to attending a class. 

  • I have Type 2 Diabetes – what services do you offer?

    We offer individual sessions and group classes for Type 2 Diabetics. 


    Through Medicare, you may be eligible for both an Enhanced Primary Care Plan (EPC) and a Type 2 Diabetes Group Services Referral. This additional referral entitles you to an initial assessment and 8 group classes funded through Medicare. 


    For more information, please contact our friendly team or your GP clinic.

Psychology

  • How can I book in for psychology?

    Psychology bookings will need to be directly through Mia at Align Psychology. 

    Contact Mia via email

    mia@alignpsych.com.au

  • Do I need a doctor's referral?

    If you are paying privately, no, you do not require a referral. 


    If you would like to access subsided sessions through Medicare, a mental health care plan is required from your GP.

Still have a question?

Please feel free to get in touch with our friendly admin team

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