FAQs
We aim to acknowledge all referrals within two business days, including advising you of appointment availability, waitlist status and whether a spot is available immediately.
If no immediate appointment is available, we will provide a service agreement and onboarding documents so your booking can be secured as soon as a spot opens.
A more detailed review of your referral will be completed within five business days, and we will reach out if any further information is needed.
Quotes are provided once we have received your referral. These are based on your goals, support needs, location and if applicable, your available NDIS funding.
Our quotes typically cover between 1 to 26 sessions, and include costs associated with:
- Face-to-face sessions.
- Telehealth options, especially during school holidays.
- Report writing, clinical planning and travel time, where required.
All quotes are prepared in line with the NDIS Pricing Arrangements and Price Limits and reflect your individual plan requirements. If you need a quote urgently, please let us know when submitting your referral.
To make changes to your NDIS plan, contact your Support Coordinator or NDIS planner directly. Lift Health Group does not manage plan changes, but we can provide supporting documentation (e.g. reports or letters) if needed.
For more information, visit the NDIS website – Changing your plan.
If your usual clinician is unavailable, we will arrange for another fully qualified team member to step in. All clinicians receive a detailed handover to ensure continuity of care. We understand that changes can be challenging, and our team is trained to support individuals who may need extra time or reassurance. If you cancel due to a change in clinician, a cancellation fee may still apply in accordance with NDIS guidelines, and our Terms and Conditions.
Meet our incredible team who are dedicated to each and every participant.
Travel charges are calculated in line with NDIS guidelines and depend on the distance between our base and your appointment location. Please contact us for a detailed breakdown.
Our team can determine the most suitable services for you through an initial consultation, ensuring your therapy aligns with your personal goals and NDIS plan.
We kindly ask for at least two clear business days’ notice if you need to cancel your appointment. This helps us manage the significant planning that goes into each visit—including staff rostering, travel arrangements and coordination for rural and remote areas.
Cancellations made with less than two business days’ notice may incur a fee in line with NDIS guidelines.
Example: If your appointment is on a Friday, you must cancel by Tuesday to avoid the fee.
To make any changes to your appointment, contact us via phone or email.
Our team is highly responsive and well-equipped to assist—whether you need to reschedule, update preferences or adjust the location. We will do our best to accommodate your request quickly and efficiently.
Wait times vary depending on location and demand. Contact us to discuss availability and we will work to book your appointment as soon as possible.
Yes. Contact us to discuss your situation. We are continually expanding our reach across rural and remote Australia. If in-person services are not available, we may be able to offer telehealth support.
Appointments can take place at your home, workplace, school, or one of our clinics. We also offer telehealth appointments if preferred.
No, you do not need a doctor’s referral. However, we do require a completed referral form to begin services.
Yes, private patients are welcome. Costs depend on the service you are accessing and your location. Contact us for a detailed quote.
Yes. We provide regular progress updates tailored to your needs to ensure you remain informed and involved throughout the therapy process.
You are always welcome to contact your or your loved one’s therapist via email or arrange a scheduled phone call to ask questions, share feedback or discuss any concerns.
We are committed to clear, ongoing communication and collaborative care.
Yes. While our fly-in services pause during the school holiday breaks after term 1, 2 and 3, support does not stop.
We continue to offer telehealth appointments, personalised care planning, resource creation and parent education sessions during this time. Your therapist also remains available via email for any urgent concerns.
If you would like to arrange telehealth support over the break, please get in touch—we are dedicated to continuity of care.
Yes, Lift Health Group takes a short break over the Christmas and New Year period to ensure our team returns refreshed and ready to support you in the new year.
For 2025, services will pause from Friday 19 December 2025 and resume on Monday 16 January 2026. We will notify you well in advance so you have plenty of time to plan around this period.
Yes. We primarily provide face-to-face services, but telehealth is available in certain circumstances, particularly for rural and remote clients. Availability depends on the type of assessment or therapy and whether telehealth is deemed clinically appropriate.
Contact us to see what is suitable for you.
Still not sure? Have more questions?
We are here to help you out and are always happy to talk. We want to resolve any problems and provide tailored solutions for your unique needs.
Talk to our team
Get in touch to discuss anything on your mind or to have any questions answered.