Terms and conditions
These terms explain how to use the PADL Therapy Solutions Pty Ltd website and forms, and how service arrangements are made. They provide general information about enquiries, service coordination, nursing and occupational therapy. Your agreed service scope, quote, service agreement and consent documents set out the details of a particular engagement. These website terms do not replace or change an existing service agreement.
Website information and enquiries
Website content is general information. It does not replace individual professional advice, clinical assessment or recommendations. Do not rely on it for diagnosis or treatment decisions. Contacting PADL or submitting an enquiry does not confirm a booking, establish a clinical relationship or guarantee that a service is available or suitable.
This website and its forms are not emergency or urgent care services. Do not use them to request urgent help. For a medical emergency in Australia, call 000.
Using our forms
Give accurate information to the best of your knowledge and tell us if an important detail changes. If you complete a form for another person, explain your relationship and authority to act for them. Providing information on someone’s behalf does not itself establish authority to consent to their treatment or enter an agreement for them.
A general enquiry form is for a brief overview. Do not include medical records, identity documents or bank details unless we have agreed on an appropriate way to receive them. Clinical and consent forms may ask for information relevant to the service. Read the form’s purpose and consent wording before submitting, and ask us if anything is unclear. Submitting a consent form records the choices described in that form; it is not agreement to unrelated services or marketing.
Agreeing on services
Before services begin, we discuss suitability, service area, availability, scope, fees, who is responsible for payment, and any required consent or service agreement. Nursing enquiries are for local services in Brisbane, subject to individual assessment of scope and availability. Occupational therapy is delivered remotely where telehealth is clinically appropriate. An enquiry does not guarantee a particular outcome, funding approval or service start date.
Support at Home service coordination
PADL helps organise approved services within the arrangements agreed with you and your registered Support at Home provider. PADL is an external service coordination partner, not a registered Support at Home provider or substitute care manager. Your registered provider retains care management, funding and budget decisions, approvals and oversight. Coordination does not give PADL authority to approve spending or vary your funding arrangements.
Clinical services and telehealth
Clinical services require appropriate consent and an agreed scope. Telehealth may not be suitable for every person or concern. If an in-person assessment or another service is needed, we discuss suitable next steps. For remote appointments, follow the agreed joining instructions and choose a private, safe place where practicable. Tell us about connection problems or anything affecting your ability to take part. Any proposed clinical recording requires separate, specific consent.
Fees and payment
Fees, the work they cover, payment arrangements and any applicable funding requirements are confirmed for your engagement before the work begins. Ask us to clarify anything you do not understand before agreeing. A third-party funding arrangement does not itself confirm approval or payment. We confirm the agreed payer and any client contribution as part of the service arrangement. Do not send bank details through a general enquiry form.
Changes, cancellations and ending services
Contact us as soon as possible if you need to change or cancel an appointment or service. Any applicable notice period or cancellation charge must be explained in your agreed service terms and comply with relevant law and funding rules. Clinical appointment cancellation arrangements do not automatically apply to service coordination. Ending an engagement and payment for work already agreed and completed are addressed in the applicable service agreement, subject to your legal rights.
Your consumer rights
Nothing in these terms or a PADL service arrangement excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including applicable consumer guarantees under the Australian Consumer Law. Depending on the circumstances, you may be entitled to a remedy if services do not meet those guarantees. Contact us if you have a concern about a service, fee or requested remedy. See the ACCC’s consumer rights and guarantees information.
External services and website use
Microsoft hosts our Microsoft Forms enquiries and consent forms. External services have their own terms and privacy notices. If a page or form is unavailable, use the contact details on our Contact page. You must not use our website or forms unlawfully, submit material you have no authority to share, attempt unauthorised access, or interfere with another person’s use.
Privacy, questions and complaints
Our Privacy notice explains how we handle information from enquiries, forms and services, and how to request access, correction or raise a privacy concern. For questions about these terms, service arrangements or a complaint, email info@padl.com.au. We will review your concern and explain the next steps. Raising a concern does not remove your right to seek advice or use an external complaints process.
Changes to these terms
We may update this page as our website or services change. Updating this page does not retrospectively change an agreed service, impose a new fee or remove your legal rights. Changes to an existing engagement are addressed with you under the applicable service agreement and law.