Management must ensure that policies and procedures are in place for the payment of fees and the provision of a statement of fees charged by Play.Full Connections and take reasonable steps to ensure policies and procedures are followed.

RELATED POLICIES

Privacy and Confidentiality Policy
Record Keeping and Retention Policy
Termination of Enrolment Policy
Enrolment Policy

PURPOSE
For parents to gain a clear understanding of the Service fee structure, payment requirements prior to enrolment. This policy explains the process of fee payment and the necessity of ensuring children’s fees are paid on time and consequences for failure to pay fees on time.

SCOPE
This policy applies to children, families, staff, management, students, volunteers and visitors of Play.Full Connections.

IMPLEMENTATION
Play.Full Connections aims to ensure families understand the fee schedule and payment process required for their child. We are committed to meet our obligations to maintain financial integrity. We have effective compliance systems in place to ensure payments are administered appropriately and receipts and statements are provided to families. Our Service ensures the confidentiality and privacy of all personal information provided to the Service about the enrolled child and family. We are committed to ensuring that children’s safety, rights and best interests are the paramount consideration in all decisions, actions and practices including those relating to the payment of fees, recognising the importance of continuity of therapy for all children.

Our fee structure includes:

GENERAL FEES

• Play.Full Connections will issue families an invoice outlining fees charged for each session of therapy.
• Families are required to make payment prior to their child’s therapy session.
• A dated receipt will be provided for each payment [via email]
• Fees are to be paid prior to the assessment and therapy sessions.
• If the Service is required to close due to periods of local emergency such as bushfire or flood, sessions will be made up, where possible.
• If a session of care falls on a public holiday, families will not be charged for the session, as we do not provide therapy on Public Holidays.
• Fees are charged for full sessions only (regardless of the actual attendance hours any day)
• Families are requested to contact Play.Full Connects if their child is unable to attend a particular session in some circumstance Zoom session may be offered, conditions apply.
• Any overpayment of fees will be credited to the family account
• If, at the end of enrolment, the family account is in credit, any fees will be refunded to the family

ABSENCES FROM THE SERVICE

• Families are requested to contact Play.Full Connections on 0407 308 466 or by email info@playfullconnections.com.au if their child is unable to attend a particular session
• Families must still pay the fee to the Service if their child is unable to attend
• In a period of emergency (declared by the Australian Government), such as bushfire or flood, Play.Full Connections will provide back up therapy in consultation with families.

DEBT RECOVERY PROCEDURE

• If a family fails to pay the required fees on time, therapy will not proceed, unless payment arrangement for approved by Management and is in writing and signed and dated.
• Management will consider individual circumstances when the family approach Management about the payment issue.
• Outstanding debt will be referred to the debt recovery agency and all charges will be payable by the client.
• At any time of the debt recovery process the family will be encouraged to enter a debt agreement with Play.Full Connections to repay outstanding fees. A written contract will be provided for the family to sign outlining repayment plan details. The repayment plan will provide information as to the duration and amount of the repayments as well as steps that will be taken if the repayment plan is not adhered to
• A child’s position will be terminated if payment has not been made after three weeks, for which the family will receive a final letter terminating the child’s position. At this time the Service will initiate its debt collection process, following privacy and conditional requirements.

CHANGE OF FEES

• Fees are subject to change at any time provided a minimum of four weeks written notice is given to all families

TERMINATION OF ENROLMENT

• Parents/guardians are to provide two weeks written notice of their intention to withdraw a child from the Service
• If termination from the Service is required without notification, families may seek early termination consideration

RESPONSIBILITY OF MANAGEMENT

Management is responsible for:

• ensuring that children’s safety, rights and best interests are the paramount consideration of all Play.Full Connections decisions and practices
• setting fees for children to enrol at Play.Full Connections
• ensuring persons with management and control (PMC) are considered ‘fit and proper’ persons
• taking reasonable steps to ensure all staff and volunteers follow the Payment of Fees Policy and associated procedure
• ensuring copies of our Payment of Fees Policy are readily accessible for families
• ensuring enrolments are submitted correctly with the appropriate enrolment information
• providing families with regular statement of fees payable
• providing families with receipts of fees paid
• ensuring parents pay fees electronically to Play.Full Connections
• notifying families of any overdue fees
• providing families with reminder letters as required
• discussing financial hardship considerations and payment plans with families, when necessary
• terminating enrolment of children should fees not be paid
• providing at least 4 weeks written notice to families of any fee increases or changes to the way fees are collected

RESPONSIBILITY OF FAMILIES

• ensure fees are paid on time as per this Payment of Fee Policy
• provide the Service with the correct enrolment details

CONTINUOUS IMPROVEMENT/REFLECTION

Our Payment of Fees Policy will be evaluated and reviewed on an annual basis or earlier if circumstances arise. Feedback will be requested from children, families, staff, and management, and notification of any change to policies will be made to families within 14 days.

REVIEW

This document reflects what is currently regarded as safe practice. However, as in any situation, there may be factors which cannot be covered by a single set of guidelines.

This document does not replace the need for the application of personal judgement to each individual presentation.

Approved by: Tracey Bowman Date Effective: 27/9/2026
Review Period: 1 year to be reviewed by: Tracey Bowman

Payment of Fees Policy V001/2026