Session Duration

• Therapist or practitioner sessions: 50 minutes face-to-face plus 10 minutes for case noting and 10 minutes for session preparation.
• Allied Health Assistant sessions: 60 minutes face-to-face plus 15 minutes for case noting.

If a session runs longer than agreed due to participant or representative requests, charges will be adjusted to reflect the additional time.

Short Notice Cancellation 

If a person needs to cancel/ reschedule, they are required to give a ‘clear two’ days’ notice to Entrust Support Services. If cancellation is made within two days, a cancellation fee will occur.

If a cancellation occurs due to unforeseen circumstances, such as a medical emergency or a contagious disease within the immediate family (supported with a doctor’s certificate), fees may be waived in accordance with our Cancellation Policy. Entrust staff will not charge for a cancellation if a session can be rescheduled within the same week (pending staff availability) or if the staff member can use that time to work on other work related to the participant (such as working on a report or a letter etc).

The participant will be charged 100% of the total fee if a session is cancelled and a clear notice is not given. The cancellation will include 70 minutes which includes the time allocated to conduct the face-to-face session plus 10 minutes for session preparation and10 minutes for case noting. If a staff member has already travelled to the location, travel costs will also apply.

Provider Travel Kilometers and Travel Time

Travel costs will be charged for all appointments that require a therapist or a practitioner to travel to a participant including home visits.

Travel time charges

Each service agreement includes a quoted maximum for travel time and distance, based on NDIS Pricing Arrangements and Price Limits rules. We quote the maximum that is allowed as we do not know where staff will be on the day as we serve participants from Wollert to Sunshine. Participants are only charged for the actual travel on the day, which will be equal to or less than the quoted amount.

Entrust schedules sessions efficiently to minimise travel, though exact times may vary due to travel between locations.

• Travel time is capped at 30 minutes each way and charged at 50% of the therapist’s/practitioner’s hourly rate.
• All travel is recorded through a mileage app for accuracy and fairness.

Travel allowances:

• Within 15 km of Coolaroo: up to 30 minutes and 25 km each way
• Beyond 15 km: up to 30 minutes and 50 km each way

OT Reports

Therapists require a minimum of two months’ notice to prepare OT reports. For clients on quarterly funding cycles, reports are completed at the start of the funding period to ensure adequate funds are available.

The client, representative, or support coordinator must confirm funding in writing before work begins. Reports are invoiced in stages, and the final version will only be provided once all invoices are paid in full.

Please note that case notes and reports may not be available earlier than the specified timeframes, as they depend on therapist workload and funding confirmation.

Behaviour Support Plans

Behaviour support plans will be completed in accordance with NDIS guidelines as follows:

• Interim behaviour support plans that include restrictive practices will be completed within one month when a restrictive practice is identified. Comprehensive behaviour support plans that include restrictive practices will be completed within 6 months of identifying a restrictive practice.
• If there are no restrictive practices identified, short behaviour support plans will be completed within 2-3 months depending on family availability and extended positive behaviour supports plans will be completed within 7-8 months.