Effective Date: Current as of publication
Entity: Harken Audiology Pty. Ltd. (ABN 92 683 356 765)
These terms establish the framework for professional audiology services at Harken Audiology, ensuring clarity, mutual understanding, and exceptional care
delivery while maintaining compliance with Australian healthcare standards and ethical guidelines.
Policy Application and Scope
These terms govern all client interactions with Harken Audiology across our comprehensive service delivery platforms, including in-person consultations at our South Morang clinic, telehealth appointments where clinically appropriate, and digital engagement through our website and online booking systems.
Professional Services Offered
Clinical Audiology Services
Our independent audiology practice delivers specialized hearing healthcare through evidence-based assessment and treatment protocols:
- Comprehensive hearing evaluations for adults and pediatric patients
- Precision hearing aid selection, fitting, programming, and ongoing aftercare
- Professional earwax removal and tinnitus management programs
- Auditory processing disorder assessments and interventions
- Custom hearing protection and specialized earplug fitting
- Coordinated referrals to allied health professionals and ENT specialists
Service Delivery Methods
All interventions are individually tailored to meet specific client needs and circumstances. Services may be delivered through in-person consultations or telehealth platforms, determined by clinical appropriateness, therapeutic requirements, and service availability.
Appointment Management and Scheduling
Booking Procedures
Appointments can be scheduled through multiple convenient channels: our online booking system, direct phone contact, or in-person arrangement during clinic visits.
Cancellation and Modification Policy
We request a minimum of 24 hours’ advance notice for appointment cancellations or scheduling changes. This timeframe allows us to offer your appointment slot to other clients requiring care.
Attendance Requirements
Clients arriving more than 10 minutes after their scheduled appointment time may be asked to reschedule to ensure adequate consultation time and minimize
disruption to other scheduled appointments.
Late Cancellation Consequences
Cancellations made with less than 24 hours’ notice or failure to attend scheduled appointments may result in cancellation fees at the clinic’s discretion. These policies help maintain efficient service delivery and respect for all clients’ time commitments.
For comprehensive details regarding our cancellation procedures and fee structures, please consult our dedicated Refunds and Cancellation Policy.
Financial Arrangements and Payment Terms
Fee Structure and Transparency
All service fees are clearly communicated at the time of booking or prior to appointment commencement, ensuring complete transparency in our financial arrangements. For hearing devices, unbundled quotes will be provided to ensure transparency.
Payment Requirements
Payment is required on the day of service delivery unless alternative arrangements have been specifically agreed upon in advance. We accept EFTPOS transactions and VISA/MasterCard payments for your convenience.
Medicare Processing
We handle Medicare rebate processing on behalf of eligible clients, streamlining the reimbursement process and reducing administrative burden.
Documentation
Detailed invoices and receipts are provided upon request for personal records, insurance claims, or tax purposes.
Telehealth Service Provisions
Technology Standards
When telehealth services are clinically appropriate, all sessions are conducted through secure, encrypted platforms that protect client confidentiality and comply with healthcare privacy requirements.
Recording Policies
Harken Audiology does not record telehealth sessions without explicit written consent from clients, maintaining strict confidentiality standards.
Client Responsibilities
Clients participating in telehealth appointments are responsible for ensuring they access services from a quiet, private environment that facilitates effective communication and maintains confidentiality.
Clinical Limitations
Certain diagnostic procedures and therapeutic interventions cannot be effectively delivered through telehealth platforms. When in-person assessment or treatment is clinically necessary, clients will be advised and alternative arrangements made.
Clinical Reporting and Professional Referrals
Collaborative Care Approach
Harken Audiology may provide detailed clinical reports or facilitate referrals to general practitioners, ENT specialists, speech pathologists, or other relevant healthcare providers as part of comprehensive care coordination.
Referral Authorization
All referrals are made in clients’ best interests and typically require explicit consent, except in circumstances where legal obligations or urgent clinical
needs necessitate immediate professional consultation.
Communication Standards
Our clinical reports maintain professional standards and provide comprehensive information to support continuity of care across healthcare providers.
Feedback Management and Complaint Resolution
Commitment to Excellence
We actively seek client feedback and maintain robust procedures for addressing concerns with professionalism, respect, and prompt resolution.
Internal Resolution Process
Feedback or complaints should initially be directed to our clinic through phone or email contact. All concerns receive acknowledgment and response within appropriate timeframes.
External Review Options
Clients may also seek assistance from external bodies including the Office of the Australian Information Commissioner (OAIC) for privacy-related matters, or professional organization such as the Hearing Professional Conduct and Complaints Body who independently manages complaints on behalf of Audiology Australia or the Australian College of Audiology (AcAud) for clinical practice concerns.
Comprehensive Complaint Framework
For detailed information regarding our complaint handling procedures, escalation processes, and resolution timelines, please consult us for our dedicated Complaints Handling Policy.
Terms Modification and Updates
Harken Audiology reserves the right to modify these Terms of Service to reflect evolving clinical practices, policy changes, or legal obligations. The most current version remains available on our website, with significant changes communicated to clients through appropriate channels.
Contact Information
Harken Audiology
Level 1, 855 Plenty Road
South Morang, VIC 3752
Phone: 03 9969 1774
Email: info@harkenaudiology.com.au
Website: https://harkenaudiology.com.au
These terms reflect our commitment to providing exceptional audiology services
while maintaining the highest standards of professional care, ethical practice, and
client satisfaction.
