Welcome to SpeechEase

At SpeechEase, we want you to feel comfortable, respected and supported. This page explains how we work with you, what you can expect from us, and what we ask from you in return.

1. We follow the NDIS Code of Conduct

All SpeechEase staff comply with the NDIS Code of Conduct. This means we will:

• Respect your rights, privacy, dignity and choice
• Provide safe, high-quality and professional services
• Act with honesty, integrity and transparency
• Take steps to prevent abuse, neglect, exploitation and violence
• Respond to concerns and complaints fairly and quickly

2. Our Super Simple Service Agreement (SSSA)

Every time you book a session, you are agreeing to the terms that apply at that time.

• You only pay for the services you use
• We can provide a written cost estimate or quote if you would like one
• This flexible approach helps you plan while keeping things simple

Read our SSSA here: https://www.speechease.net.au/sssa/

3. Our Clinic Expectations and Commitments

Our commitments to you

• We will start and finish on time
• Therapy will be tailored to your needs
• Your information will be kept private and safe
• Reports will be completed within agreed timeframes
• We will listen to your feedback and act on complaints

Your commitments to us

• Arrive on time and give at least 2 business days’ notice if you cannot attend
• Pay invoices on the day of service or within 7 days
• Treat staff and other clients with respect
• Let us know if your circumstances change
• Stay home if you are unwell, to protect others

4. Reportable Incidents and Risks

We value a culture of speaking up when something isn’t right. This means:

• If something serious happens (for example: death, serious injury, abuse, neglect, sexual assault, or unauthorised restrictive practice), we are legally required to report it to the NDIS Commission or other authorities.
• If we believe there is a risk of harm to you or others, we will also report that risk and take steps to keep people safe.

5. Complaints and Feedback

We welcome feedback and will always try to resolve your concerns.

• Speak to our clinic support team
• Call 1300 773 273
• Email info@speechease.net.au
• Use the feedback form on our website

If we can’t resolve your concern, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at www.ndiscommission.gov.au.

By combining the NDIS Code of Conduct, our Super Simple Service Agreement, and these Clinic Rules, we aim to give you a safe, respectful, and straightforward experience.