Service Agreement.
Online and Self-Paced Course Service Agreement
Effective Date: 11 June 2025
Website Owner: Succeed Healthcare Solutions Pty Ltd
Website: Succeed Healthcare Solutions
Purpose of agreement
The purpose of this agreement is to ensure you and Succeed Healthcare Solutions have an agreed set of expectations as to how your services will be delivered. It also outlines the Client’s rights and what each party’s responsibilities and obligations are, and how to resolve any issues should they arise. For more information, ask Succeed Healthcare Solutions for a copy of our Service Delivery Model.
This Service Agreement will commence upon the date of signing and continue for a calendar year from the date of signing.
The Provider agrees to provide the Client with Occupational Therapy services for the duration as per your agreed Support Plan. Services will be provided in clinic/community (as negotiated) and via Telehealth.
The Supports and their prices are set out in the Support Plan which identifies your goals and the amount agreed to commit as a service booking.
The Provider agrees to:
- Actively work with the Client to identify their wishes, will, preferences and rights to establish goals and needs and subsequently develop a Support Plan
- Assist the Client to access an advocate as required by referral to appropriate service such as, Disability Advocacy Finder, Disability Advocacy NSW; Advocacy Queensland Incorporated; Advocacy Tasmania; Disability Rights Advocacy Service Inc South Australia; Advocacy Western Australia; ADACAS ACT; Disability Advocacy Service NT
- work with the Client’s advocate, trusted decision maker and/or family member to assist the Client to exercise choice and control and to have their voice heard in matters that affect them. This can occur at any time while the Client is using Succeed Healthcare Solutions’ services
- Review the provision of supports at regular intervals with the Client and their advocated or trusted decision maker
- Provide the agreed safe and high-quality supports that meet the Client’s needs at the Client’s preferred, location and times whenever possible
- Respect and respond to the cultural values and beliefs of the Client
- Communicate openly and honestly in a timely manner and in a way the Client can best understand including using an interpreter if required
- Treat the Client with courtesy and respect
- Inform the Client of all costs associated with the provision of supports including the cost associated with cancellations
- Protect the Client’s privacy and confidential information as per the Privacy Act 1988 (and provide a copy of Succeed Healthcare Solutions’ Privacy and Information Management Policy if requested)
- Store Client information in a secure electronic file, that is password protected and has appropriate firewall protection
- Inform the Client how to make a complaint and treat them fairly and impartially if they make a complaint
- Listen to the Client’s feedback and resolve problems quickly
- Give the Client a minimum of 48 hours’ notice (where possible) if the Provider has to change a scheduled appointment to provide supports
- Provide supports in a manner consistent with all relevant laws, including the Australian Consumer Law
- Keep accurate records on the supports provided to the Client
- Issue regular invoices for the provision of supports delivered to the Client
- Give the Client the required notice if the Provider needs to end the Service Agreement (see Ending this Service Agreement below)
- Continually inform the Client of possible risks and benefits associated with achieving their goals
- investigate any incidents that occur. This includes including involving the Client in the investigation and determining actions / outcomes. A copy of Succeed Healthcare Solutions’ Incident Management Policy can be provided if requested).
The Client / Client’s representative agrees to:
- Be involved in the development of your Support Plan, informing the Provider how you wish your Services/ Supports to be delivered
- Provide accurate information and keep your provider informed of changes to your personal information
- Inform your Provider if you are receiving other services or supports
- Use equipment safely – in the manner in which you have practiced with your Provider
- Treat the Provider with courtesy, respect and dignity
- Talk to the Provider if you have any concerns about the supports being provided
- Give the Provider the required notice as outlined in the Cancellation Policy below if you cannot make a scheduled appointment. If the notice is not provided by then, the Provider’s Cancellation Policy will apply (see below)
- Give the Provider the required notice if you need to end the Service Agreement (see Ending this Service Agreement below)
- Give the Provider feedback or lodge a complaint if you are dissatisfied with the service or the way it is delivered (See Complaint Policy below)
- Discuss your concerns with possible risks associated with achieving your Support Plan
- Request a copy of any of our Policies if further information is required.
The Provider will generally seek payment for their provision of therapy supports (ie. appointments or reports) on the day the service is delivered/invoiced.
Payments are processed online by Succeed using credit card details stored securely using Tyro.
A signed Service Agreement, Registration Form, and credit card details stored in Tyro for streamlined payment, are required before proceeding with paid services at Succeed except for clients with pre-approved Plan Managers or third party payers.
Each Client will have a Support Plan outlining their goals, the services to be delivered to achieve the goals and a review date. The Support Plan also provides a breakdown of costs. This plan will be developed in consultation with the Client and pertinent others who may include: guardian, family member, appointed decision maker, advocate and Provider. The Support Plan also includes details of group Programs of Support (up to 12 weeks in duration prior to review). Programs of Support are an agreement specifying the program, including its length, exit rules and intended outcomes. Clients at Succeed Healthcare Solutions are able to exit from the group program of supports without cost, subject to a notice period of two weeks (due to group dynamics, venue hire and staffing).
- We require 2 clear business days’ notice for a cancellation otherwise 100% of your fee will be charged.
- Programs of Support (programs of 12 weeks or less at a time) require 2 weeks cancellation notice. Programs of Support that are discontinued without notice are payable for up to 4 weeks from when the participant stopped attending. A 48 hour ‘cooling off’ period is provided for Clients who enter into a Program of Support, should they change their mind about participating in a Program of Support. Most group programs at Succeed Healthcare Solutions are Programs of Support.
- Services at Succeed Healthcare Solutions run ‘year round’ (except between Christmas and New Year, Public Holidays, or as negotiated), in that they do not align with school terms, as often young people can be open for learning between terms.
- If a Client wishes to have a break from in clinic/community services (ie. to go away on holidays) but wants to keep their preferred appointment day and time, they will need to continue to pay for the appointment spot to be kept for them. Should the Client not wish to pay for the spot being held for them, they will be placed on the waiting list. If their preferred spot is still available when they are ready to resume services, this will be offered to them.
- For any types of cancellations with less than the required notice, or when asking for an appointment spot to be held, where possible, the therapy team can continue to offer value by offering the session (or a similar compatible session) via telehealth instead; by offering catch up sessions with the Allied Health Assistants after the missed appointment; by providing handouts of the missed content; or by using this time to progress the Client towards their goals through agreed indirect activities such as report writing, liaising with relevant stakeholders, researching equipment or researching services etc. Should Clients not wish for the therapy team to provide services for those appointments, they may not be claimable through third party funding bodies and may require private payment.
- In the event of a lockdown, services will be offered via telehealth, either continuing the same type of service, or a similar compatible service.
- In the event of sessions falling on a public holiday, attendance at an alternative compatible group session may be offered for that week, to maintain continuity of service and momentum towards therapy goals.
- If a team member is unwell and unable to attend in person, but well enough to work from home, sessions may be provided via telehealth by the therapist (except Ninja Warrior and Rock & Bounce Clubs etc).
Secret Agent Society (Program of Support):
Succeed Healthcare Solutions has run Secret Agent Society since 2011. The total cost (about $3968 + $290) is payable once a commitment is made to attend the program (invoiced over 14 even instalments as services are provided). This is because the group staffing and costings are based a 1:3 ratio and we are unable to accept new clients into the group once it has started due to the nature of the content and because the bulk of the assessments and reporting are done at the start of the program. If a club member decides to discontinue SAS permanently, sessions will still be payable privately so that the service is viable for Succeed to offer to families. Therefore we encourage families to ensure they can commit to all the sessions.
Peers (Programs of Support):
Succeed Healthcare Solutions has run Peers since 2020. The total cost of the groups, pre and post questionnaires and report are payable once a commitment is made to attend the program (invoiced as each session is run and services are provided). This is because the group staffing and costings are based a 1:3 ratio and we are unable to accept new clients into the group once it has started due to the nature of the content and because the bulk of the assessments and report are done at the start of the program. If a club member decides to discontinue Peers permanently, sessions will be payable privately so that the service is viable for Succeed to offer to families. Therefore we encourage families to ensure they can commit to all the sessions.
Ending this Service Agreement
Should either Party wish to end this Service Agreement they must give 14 days notice. If either Party seriously breaches this Service Agreement the requirement of notice will be waived.
If the Client wishes to give the Provider feedback or wishes to make a complaint, the Client, their advocate or trusted decision maker (see Rights and Responsibilities above) can:
- Discuss your issue / complaint with your AHP
- Contact the Provider
- In person at the clinic/community venue
- Via videoconference
- Via phone – Director Leanne Hopkins or Allied Health Manager Kristi Sarno, phone 1300 512 016
- Email info@succeedhealthcare.com.au
- Via our website www.succeedhealthcare.com.au.
At Succeed Healthcare Solutions we strive to maintain your privacy and comply with the Privacy Act 1988 and the Privacy Amendment Act 2012 to protect the privacy of individuals’ personal information.
Please ask for a copy of Succeed Healthcare Solutions’ Privacy and Information Policy for more information.
Telehealth and Digital Systems
What is telehealth?
Telehealth is the use of telecommunication techniques for the purpose of providing therapy services over a distance, rather than the therapist and Client meeting at the same location. The therapist will most often use video-conferencing to administer the session, but may also utilise other formats of communication such as telephone, or email.
What does a telehealth consultation involve?
Your therapist will explore your needs and therapy related goals with you and, where appropriate, will offer information and recommendations. Your therapist will provide you with details of how telehealth will be used in your individual circumstances.
- You will be responsible for any costs associated with setting up the technology needed to that you can access telehealth services. You will need an appropriate device, i.e. smartphone, laptop, iPad, computer, with a camera, microphone and speakers; and a reliable internet connection.
- Succeed Healthcare Solutions will be responsible for the cost of calls to you and the cost associated with the platform used to conduct telehealth services
- Your therapist will ask that you access a quiet, private, space to participate in the telehealth consultations.
- You may include a support person with you, as you might in a face-to-face consultation.
- You are not permitted to video or audio record the consultation, unless your therapist gives you permission to do so.
- What are the potential benefits of telehealth?
- Telehealth may improve access to therapy services
- Telehealth may feel more comfortable than onsite sessions
- Telehealth may build on a person’s capabilities and interests in using technology
- Telehealth may be relevant to people who often interact online
- Telehealth may reduce your need for travel
- Telehealth may decrease exposure to infectious disease
What are the potential risks of telehealth?
- Telehealth consultations may be impacted by technical problems which may affect the quality of the therapy session
- There may be some components of the therapy service for which telehealth is not appropriate. Face-to-face consultation with another provider may be required for those components.
- Telehealth may not feel the same as an onsite session
- Telehealth may be very new to you and may take time to become familiar with. If you have any concerns, please discuss these with your therapist as soon as possible.
- Telehealth may include practices and procedures that are not as well understood in a telehealth setting as they are onsite.
- Telehealth may increase exposure to privacy and digital security risks (see next section)
Will my privacy be protected?
Succeed Healthcare Solutions is subject to the Privacy Act 1988 and must comply with obligations related to the collection, use and disclosure of personal information, including through telehealth.
Your occupational therapist needs to collect and record personal information from you that is relevant to your situation, as a necessary part of the therapy assessment and intervention that is conducted. The therapist must maintain confidentiality and privacy standards during sessions, and in creating, keeping and transmitting records.
At times, audio and video recordings of sessions (both telehealth and in clinic/community) may be taken to support the therapists work. The therapist will inform you before a recording takes place and will provide you with the reason for doing so. You can refuse to be recorded for any reason.
A detailed description of how your personal information is managed, how you can access your personal information, and how to lodge any concerns or complaints about this service or how your personal information is managed must be provided to your therapist on request.
While the therapist is obligated to meet standards to protect your privacy and security, telecommunication, including video-conference, may increase exposure to hacking and other online risks; as with all online activities, there is no guarantee of complete privacy and security protection. You may decrease the risk by using a secure internet connection, meeting with the therapist from a private location, and only communicating using secure channels.
What does informed consent mean?
There are a few important principles related to informed consent:
- You must be given relevant information. Ask the therapist if you have questions about telehealth and the services offered.
- You have the right to understand the information. Ask the therapist for more information if you do not understand.
- You have the right to choose. If you do not agree to telehealth, you may refuse to participate. You may agree to or refuse specific activities within the session.
- You have the right to stop using telehealth anytime. You can change your mind about telehealth or a specific activity or procedure, even in the middle of a session.
- You can agree or refuse in writing or verbally. You may give your consent using the form below. You may also give consent or change your mind by telling the occupational therapist. Consent and refusal that you give verbally will be documented by the occupational therapist.
- You can ask about alternatives to telehealth. If you refuse or change your mind about telehealth services, you are able to choose to see an onsite provider through a different service.
(a) We disclose Personal Information to overseas contractors in the Philippines and United States for the purposes of administration, secretarial services and data-processing services.
(b) Individuals who disclose personal information to us for the purpose of obtaining the Services consent to the disclosure of their personal information to such contractors, for those purposes.
(c) Overseas recipients are not bound by the APPs. The privacy protection in their countries may not meet Australian standards.
(d) If you consent to this overseas disclosure:
(i) You will not be able to rely on the avenues provided by the APPs to protect and enforce your privacy in relation to anything that overseas recipient does with your personal information; and
(ii) We will not be accountable for the overseas recipient’s use of your personal information.
(e) In any event, we take reasonable steps to ensure that the Personal Information that we transfer to overseas recipients will not be held, used or disclosed by the recipient of the information inconsistently with the APPs.
Please note that Succeed Healthcare Solutions does not offer crisis services. Consider contacting Kids Helpline on 1800551800 or Lifeline on 131114 or present to your local hospital for crisis support.
Last updated: 11.06.25