This Payment Policy outlines the expectations and procedures for payments for services rendered by our clinicians at Omega Wellness Centre. We aim to ensure clarity and transparency in our billing process.  It applies to all methods of payment and outlines the processes for paying for services, cancellations, non-attendance, and managing outstanding balances. This policy also includes provisions for clients experiencing financial hardship, as well as details on how payments are processed and stored securely.  

 

 

Payment Methods   

We accept a range of payment methods, including:  

• Credit and debit cards (Visa, MasterCard, and other major cards)  

• EFTPOS  

• Medicare (where applicable)  

• DVA (Department Veteran Affairs) Cards   

• Payment via an approved Third Party (Must be approved prior to your appointments)  

  

Payment for Services   

All clients are requested to have a card on file to obtain our services.  Omega Wellness Centre uses a secure platform to store bank card details for payment of appointments.  Your card details are not available on our computers or network.  Card data is sent to a processor certified with multiple levels of security to protect that data in accordance with PCI (payment card industry) standards.  This authorisation will remain in effect until cancelled or your file is closed.  

Psychology & Allied Health: Using card details provided, payments will be processed the morning of / at the time of your appointment. Receipts will be issued by email following your appointment and any eligible Medicare rebates can be claimed on your behalf by our administration staff depending on the clinician you see. 

Third Party payments will be invoiced direct to the relevant organisation.    

Psychiatry: Using card details provided, payments for initial appointments and all telehealth follow up consultations, will be processed 48 hours prior in line with our confirmation cutoff time. If no payment is received by the cutoff time, in line with our Confirmation Policy, the appointment will be cancelled. All follow up appointment payments where clients attend in person, will be processed the morning of / at the time of your appointment. Receipts will be issued by email following your appointment and any eligible Medicare rebates can be claimed on your behalf by our administration staff. 

Third Party payments will be invoiced direct to the relevant organisation.    

Fees  

Our clinic will provide clear information regarding fees for services at the time of booking, in our initial welcome email and on our website. If there are any changes in fees, clients will be notified in advance.  

A fee schedule, including information on consultation costs, is available upon request or can be accessed on our website, under the Frequently Asked Questions page.  

If you are eligible for Medicare rebates, we will assist with processing Medicare claims, but you need to make payment of the full cost of the appointment. Medicare rebates are paid into the account clients have linked with Medicare. 

 

 

Cancellation and Non-Attendance Fees

If you need to cancel or reschedule an appointment, please provide at least 48 business hours’ notice. A cancellation fee applies for appointments missed or cancelled with less than 48 business hours’ notice and is the full appointment cost. 

All stored card details will be used to process any applicable cancellation or non-attendance fees.   

Please note some organisations will not pay for missed appointments and this charge will be issued to the client, such as DVA, Workcover QLD etc. 

Please refer to our Confirmation Policy for more information.   

 

Financial Hardship & Alternative Payment Arrangements   

If you experience financial difficulty, please contact our office to discuss possible payment arrangements or options.  

We may offer payment plans or other flexible options on a case-by-case basis.  

 

Outstanding Balances  

If you have an outstanding balance, you will be contacted by our office to arrange payment. Accounts not settled within the agreed time may be referred onto third party debt recoveries for appropriate follow up if required.   

This policy applies to all clients who schedule appointments with the clinic, regardless of the type of service they are receiving. It covers all cancellations, reschedules, and non-attendances and applies to both in-person and Telehealth appointments. This policy helps maintain efficient scheduling, minimise disruptions, and ensure that the clinic can offer timely care to all clients .

 

Appointment Confirmation  

Due to the high demand for services, if you need to cancel or reschedule, we require 48 business hours’ notice (or by 3pm Thursday for a Monday appointment).  Cancellations or changes within the 48 business hours will be charged the full fee.   

An SMS reminder will be sent to you four (4) business days prior to your appointment. If confirmation is not received, our admin team will contact you via phone and SMS to confirm.   

 

Client Responsibility   

It is the client’s responsibility to ensure their appointment is confirmed. If you do not receive a confirmation message, please contact the clinic to verify your appointment.  

Psychology & Allied Health: Failure to confirm or attend your appointment will result in full fee applying, payment will be processed using your card details which are stored securely on file. Outstanding fees must be paid in full prior to booking or confirming your next appointment.    

Psychiatry: Failure to confirm your appointment by the cutoff time will result in your appointment being cancelled. This is to prevent no shows as lost appointment time as the clinic has a a lengthy waitlist of patients who could be offered these spots.

Please arrive promptly for your appointment and let us know if you are running late.  If you are unable to attend in person, call us to see if we can change your appointment to Telehealth.  

 

Cancellation, non-attendance and rescheduling  

If you need to cancel or reschedule, please provide at least 48 business hours’ notice to avoid any applicable cancellation fees or cancellation of your appointment. Failure to attend an appointment without prior notice (no-show) will incur a cancellation fee equivalent to 100% of the missed service cost. There are no applicable Medicare rebates for missed or late cancelled appointments.   

 

Last updated: 14 January 2025

 

At Omega Wellness Centre, we are committed to safeguarding clients personal and health information. This Privacy Policy outlines how we collect, use, store, and protect client information. It also explains client’s rights regarding clients personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We use your personal data to provide and improve the service. By using the service, you agree to the collection and use of information in accordance with this Privacy Policy.

 

Key Terms and Definitions   

For the purposes of this Privacy Policy:

• Account means a unique account created for You to access our Service or parts of our Service.
• Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Omega Wellness Centre, 7/2 Wellness Way, Springfield Central QLD 4300.
• Cookies are small files that are placed on your computer, mobile device or any other device by a website, containing the details of your browsing history on that website among its many uses.
• Country refers to: Queensland, Australia
• Device means any device that can access the Service such as a computer, a cellphone or a digital tablet.
• Personal Data is any information that relates to an identified or identifiable individual.
• Service refers to the Website.
• Service Provider means any natural or legal person who processes the data on behalf of the Company. It refers to third-party companies or individuals employed by the Company to facilitate the Service, to provide the Service on behalf of the Company, to perform services related to the Service or to assist the Company in analysing how the Service is used.
• Usage Data refers to data collected automatically, either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).
• Website refers to Omega Wellness Centre, accessible from https://hgh.bfk.mybluehost.me/
• You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
• Personal Information refers to any information that can be used to identify an individual, such as name, address, contact details (e.g., phone number, email), date of birth, emergency contact details, and insurance information.

• Health Information means a subset of personal information that includes any details regarding an individual’s physical or mental health, such as medical history, diagnoses, treatment plans, symptoms, and other health-related data.

• Sensitive Information is personal information that requires a higher level of protection, such as information about an individual’s health, racial or ethnic origin, political opinions, religious beliefs, or membership in trade unions.

• Data Storage refers to the process of storing personal and health information, including the use of electronic systems, databases, and physical records to retain such data securely.

• Data Security refers to the protection of personal and health information from unauthorised access, disclosure, alteration, or destruction, through a combination of technical, administrative, and physical safeguards.

• Access Control is the policies and procedures that ensure only authorised personnel can access personal and health information, in accordance with their roles and responsibilities.

• Data Retention refers to the practice of retaining personal and health data for a specific period, as required by law or for business purposes, after which the data will be securely destroyed or anonymised.

• Data Disposal is the secure destruction of personal and health information when it is no longer needed or when retention is no longer legally required.

• Third-Party Service Providers refers to external organisations that process, store, or manage personal and health information on behalf of Omega Wellness Centre, such as medical software providers, billing services and so on.

 

Collection of Personal and Health Information
We collect personal and health information to provide the client with the best possible care and services. The types of information we may collect includes:

• Personal information: Name, address, date of birth, contact details (e.g., phone number, email), emergency contact details, and Medicare or private health insurance information.

• Health information: Medical history, current symptoms, diagnoses, treatment plans, and other information related to clients mental and physical health.

• Billing and financial information: Credit card details, Medicare claims, insurance information, and payment history.

 

We will collect this information directly from the client, unless there is a reasonable reason to collect it from another source (e.g., a referring doctor, family member, or legal guardian). All information collected will be used for the purpose of delivering healthcare services, administrative purposes, and complying with legal requirements.

 

Use of Your Personal Data

We use clients personal and health information for the following purposes:

• To provide the client with healthcare services, including assessment, diagnosis, treatment, and therapy.

• To communicate with the client about their appointments, treatment plans, and health progress.

• To process payments and claims with Medicare, DVA, NDIS & all prior-approved third parties.

• To comply with our legal obligations, including medical record keeping and reporting under relevant health and privacy laws.

• To assess and improve our services and client care.

• We may use Your information for other purposes, such as data analysis, identifying usage trends, determining the effectiveness of our promotional campaigns and to evaluate and improve our Service, products, services, marketing and your experience.

 

Retention of Your Personal Data

The Company will retain your personal data only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use Your Personal Data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies.

The Company will also retain Usage Data for internal analysis purposes. Usage Data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of our Service, or we are legally obligated to retain this data for longer time periods.

 

Transfer of Your Personal Data

Your information, including personal data, is processed at the Company’s operating offices and in any other places where the parties involved in the processing are located. It means that this information may be transferred to — and maintained on — computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction.

Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.

The Company will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and no transfer of Your personal data will take place to an organisation or a country unless there are adequate controls in place including the security of

 

Disclosure of Your Personal Data and other Personal Information

Law Enforcement

Under certain circumstances, the Company may be required to disclose your personal data if required to do so by law or in response to valid requests by public authorities (e.g. a court or a government agency).

Other Legal Requirements

The Company may disclose your personal data in the good faith belief that such action is necessary to:

• Comply with a legal obligation.
• Protect and defend the rights or property of the Company.
• Prevent or investigate possible wrongdoing in connection with the Service.
• Protect the personal safety of users of the Service or the public.
• Protect against legal liability.
• Security of your personal data.

The security of your personal data is important to us but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your personal data, we cannot guarantee its absolute security.

Business Transactions

If the Company is involved in a merger, acquisition or asset sale, your personal data may be transferred. We will provide notice before Your Personal Data is transferred and becomes subject to a different Privacy Policy.

 

Client Information Data Security and Storage

Practice Management Software

We take the protection of clients personal and health information seriously. Clients’ information will be stored securely, and access to client records will be restricted to authorised personnel who require access to the data to perform their professional duties only. All staff are trained on the proper handling and storage of sensitive information to maintain the security and confidentiality of client data. As we are a paperless clinic, we use technical, and administrative safeguards to protect client’s data from unauthorised access, loss, or misuse.

Clients personal and health information will be stored electronically in our secure and encrypted client software system.

 

Payment Management Software

All payment information is stored in a secure platform and no card details are not available on our computers or network.  Card data is sent to a processor certified with multiple levels of security to protect that data in accordance with PCI (payment card industry) standards.  This authorisation will remain in effect until cancelled or the clients file is closed.

 

Collection of Usage Data

Usage Data is collected automatically when using the Service.

Usage Data may include information such as your device’s Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.

When you access the Service by or through a mobile device, we may collect certain information automatically, including, but not limited to, the type of mobile device you use, your mobile device unique ID, the IP address of your mobile device, your mobile operating system, the type of mobile internet browser you use, unique device identifiers and other diagnostic data.

We may also collect information that your browser sends whenever you visit our Service or when You access the Service by or through a mobile device.

 

Tracking Technologies and Cookies

We use Cookies and similar tracking technologies to track the activity on Our Service and store certain information. Tracking technologies used are beacons, tags, and scripts to collect and track information and to improve and analyse our Service. The technologies we use may include:

• Cookies or Browser Cookies. A cookie is a small file placed on your Device. You can instruct your browser to refuse all Cookies or to indicate when a Cookie is being sent. However, if you do not accept Cookies, you may not be able to use some parts of our Service. Unless you have adjusted your browser setting so that it will refuse Cookies, our Service may use Cookies.
• Flash Cookies. Certain features of our Service may use local stored objects (or Flash Cookies) to collect and store information about your preferences or your activity on our Service. Flash Cookies are not managed by the same browser settings as those used for Browser Cookies. For more information on how You can delete Flash Cookies, please read “Where can I change the settings for disabling, or deleting local shared objects?” available at https://helpx.adobe.com/flash-player/kb/disable-local-shared-objects-flash.html#main_Where_can_I_change_the_settings_for_disabling__or_deleting_local_shared_objects_
• Web Beacons. Certain sections of our Service and our emails may contain small electronic files known as web beacons (also referred to as clear gifs, pixel tags, and single-pixel gifs) that permit the Company, for example, to count users who have visited those pages or opened an email and for other related website statistics (for example, recording the popularity of a certain section and verifying system and server integrity).

Cookies can be “Persistent” or “Session” Cookies. Persistent Cookies remain on Your personal computer or mobile device when you go offline, while Session Cookies are deleted as soon as you close your web browser. You can learn more about cookies here: All About Cookies by TermsFeed.

We use both Session and Persistent Cookies for the purposes set out below:

• Necessary / Essential Cookies

Type: Session Cookies

Administered by: Us

Purpose: These Cookies are essential to provide you with services available through the Website and to enable you to use some of its features. They help to authenticate users and prevent fraudulent use of user accounts. Without these Cookies, the services that you have asked for cannot be provided, and we only use these Cookies to provide You with those services.

• Cookies Policy / Notice Acceptance Cookies

Type: Persistent Cookies

Administered by: Us

Purpose: These Cookies identify if users have accepted the use of cookies on the Website.

• Functionality Cookies

Type: Persistent Cookies

Administered by: Us

Purpose: These Cookies allow us to remember choices you make when you use the Website, such as remembering your login details or language preference. The purpose of these Cookies is to provide you with a more personal experience and to avoid you having to re-enter your preferences every time you use the Website.

• Tracking and Performance Cookies

Type: Persistent Cookies

Administered by: Third-Parties

Purpose: These Cookies are used to track information about traffic to the Website and how users use the Website. The information gathered via these Cookies may directly or indirectly identify you as an individual visitor. This is because the information collected is typically linked to a pseudonymous identifier associated with the device you use to access the Website. We may also use these Cookies to test new pages, features or new functionality of the Website to see how our users react to them.

For more information about the cookies we use and your choices regarding cookies, please visit our Cookies Policy or the Cookies section of our Privacy Policy.

 

Detailed Information on the Processing of Your Personal Data

The service providers we use may have access to your personal data. These third-party vendors collect, store, use, process and transfer information about your activity on our service in accordance with their Privacy Policies.

 

Analytics

We may use third-party Service providers to monitor and analyse the use of our Service.

• Google Analytics

Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Google uses the data collected to track and monitor the use of our Service. This data is shared with other Google services. Google may use the collected data to contextualise and personalise the ads of its own advertising network.

You can opt-out of having made your activity on the Service available to Google Analytics by installing the Google Analytics opt-out browser add-on. The add-on prevents the Google Analytics JavaScript (ga.js, analytics.js and dc.js) from sharing information with Google Analytics about visits activity.

For more information on the privacy practices of Google, please visit the Google Privacy & Terms web page: https://policies.google.com/privacy

 

Email Marketing

We may use your personal data to contact you with newsletters, marketing or promotional materials and other information that may be of interest to you. You may opt-out of receiving any, or all, of these communications from us by following the instructions provided in any email we send or by contacting us.

 

Usage, Performance and Miscellaneous

We may use third-party Service Providers to provide better improvement of our Service.

• Google Places

Google Places is a service that returns information about places using HTTP requests. It is operated by Google.

Google Places service may collect information from you and from your Device for security purposes.

The information gathered by Google Places is held in accordance with the Privacy Policy of Google: https://www.google.com/intl/en/policies/privacy/

 

Links to Other Websites

Our Service may contain links to other websites that are not operated by us. If you click on a third-party link, you will be directed to that third party’s site. We strongly advise You to review the Privacy Policy of every site you visit.

We have no control over and assume no responsibility for the content, privacy policies or practices of any third-party sites or services.

 

Changes to this Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page.

We will update the “Last updated” date at the top of this Privacy Policy.

You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

 

Contact Us

If you have any questions about this Privacy Policy, you can contact us:

• By email: admin@omegawellness.com.au
• By visiting this page on our website: https://hgh.bfk.mybluehost.me/contact/
• By phone number: 07 3447 9151