The working agreement between you and Emil.

Bookings & appointments

Appointments are booked by mutual agreement after Emil has assessed whether physiotherapy is suitable for your situation. By confirming an appointment time, you commit to attending — or to providing reasonable notice if you can't.

Mobile and in-clinic appointments require your accurate location/address details. For mobile visits, you confirm the space is reasonably safe and accessible for a clinical consult.

Cancellation & rescheduling

Where possible, please give at least 24 hours' notice if you need to cancel or reschedule. This is particularly important for mobile visits — where Emil has often blocked travel time around your appointment, which can't be reallocated to another patient at short notice.

• More than 24 hours' notice — no fee, simply rebook
• Less than 24 hours' notice — a partial cancellation fee may apply
• No-show without contact — full appointment fee may be charged

Genuine emergencies and unavoidable issues are handled with common sense — please get in touch as soon as you can.

Fees & payment

Current fees for each service are confirmed at the time of booking. Payment is generally required at the time of consultation. HICAPS instant claiming is available for in-clinic appointments through participating private health funds. For mobile and telehealth, you'll receive a tax invoice for online claiming with your fund.

For Workers Compensation, NDIS, DVA, or other third-party funded arrangements, the billing approach is confirmed in writing before treatment begins. You remain ultimately responsible for any unrecovered fees if a third-party insurer declines or limits coverage.

The treatment relationship

As your treating physiotherapist, Emil will:

• Provide care that meets the professional standards of an AHPRA-registered physiotherapist
• Use evidence-based assessment and treatment approaches appropriate to your condition
• Explain what's recommended and why, and gain your informed consent before treatment
• Refer you to another practitioner where physiotherapy isn't the most appropriate care
• Maintain confidentiality in line with the privacy policy above

You agree to: provide accurate information about your health and history; raise any concerns during treatment; follow agreed treatment plans (or discuss adjustments openly); and treat Emil with the same professional respect you'd expect in return.

Limits of physiotherapy

Physiotherapy is a clinical discipline that's effective for many conditions — but it's not appropriate for every problem, and outcomes can never be guaranteed. Emil will be honest if your situation requires medical or specialist care first.

Liability

Emil holds professional indemnity insurance as required by AHPRA. To the extent permitted by law, liability is limited to providing the physiotherapy service to a reasonable professional standard. Nothing in these terms excludes any rights you have under the Australian Consumer Law, including the right to services provided with due care and skill.

Concerns & complaints

If you have any concern about your care, the simplest first step is to raise it directly with Emil — most issues can be resolved through honest conversation. If a concern remains unresolved, formal complaints can be made to:

• AHPRA (Australian Health Practitioner Regulation Agency) — for clinical or professional conduct concerns
• ACT Health Services Commissioner — for service-related complaints in the ACT
• OAIC (Office of the Australian Information Commissioner) — for privacy-related concerns

Changes to these terms

These terms may be updated occasionally to reflect changes in regulation, business practices, or service offering. The current version is always shown on this page with the last-updated date in the section above. Continued use of services after an update means you accept the revised terms.